Fidelity National Home Warranty

Initial Business Response / [redacted] (1000, 5, 2014/08/15) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 31, Your concerns are important to our Company; I appreciate the opportunity to respond FNHW is aware you are saying that you installed your water fall pump in place of your main pool pump to protect your pool from any damagesAs stated in your Contract's Swimming Pool and/or Spa Equipment section, "waterfalls and their pumping systems are not covered." Our records show that you spoke to an assistant manager in our Authorizations department in an attempt to resolve your claimIn order to diagnose the failure to the main pump, it needs to be reconnected in the main pump capacity and not in the water feature capacityIt is our understanding that you've had your own pool technician reconnect the main pumpPlease allow a FNHW technician return to diagnose the failure to your main pool pumpFNHW processes all claims according to the terms and conditions of the Contract 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, 2014/09/08) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 22, 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 that you contacted FNHW and advised that none of your switches were working in your homeA service technician was at your property on August 22, and found the outlets to these switches to be mis-wired and needed to be rewiredFNHW determined this failure could not have occurred within the coverage periodSubsequently, FNHW denied your claim per the Contract's Terms of Coverage #coverage description which states: "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." A letter of denial [redacted] arrive under a separate cover We understand that you are requesting reimbursement for the cost you paid to have the service technician perform the needed repairsUnfortunately, FNHW is unable to honor your request as the claim has been denied per the Contract's Terms of Coverage #as stated aboveAfter FNHW contacted you with the claim status, you contracted independently with the service technician to perform these repairsOur vendor relations department has contacted the owner of the servicing company and the $breakdown is as follows: $service fee due to FNHW- 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." $130.00- this cost is hours of work which entails correcting wiring for the outlets in five rooms; corrected a three-way switch at the stair case, replaced one outlet- (although it was not malfunctioning, you requested it to be changed to matched the newer ones which were replaced) 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] (3000, 7, 2014/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why should I pay the $if the service claim is denied? I agree I have to pay $if I didn't ask him to perform the taskHowever, I hired him hours to perform the task for $130, why should I pay $for take a look what's going on for the chance to make additional $130? Also, how do you determine it is pre-existing problem? I bought the house, this problem was not on the home inspection reportIf it is home warranty I bought, your policy clearly stated it covers bad installationI think bad wiring is bad installation, right? It cannot be bad wiring by itself, right? I don't know who did, probably someone I hire, probably someone from previous owner Your company cannot behave like this, force people to pay $and find whatever reason to deny, then ask for $by scaring me house [redacted] be burnedThis behavior is wrong Also, your guy did not fix roomsonly way switch, and wiringIt takes mins maxHe did not replace anything at allThis is a fault statement he replaced one outletAgain, this shows how your company operates Money is paid already, there is all I can do to let as many people to know as possibleI can encourage anyone sees this to avoid this company, Fidelity National Home Warranty Final Business Response / [redacted] (4000, 9, 2014/09/24) */ 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 electrical claimPlease review your contract terms specifically in regard to covered items being in good working order at the start of contract coverage, located under the Terms of Coverage #provision 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." As you have been previously advised, after FNHW contacted you with the claim status, you contracted independently with the service technician to perform these repairsFNHW is in no way obligated to reimburse any costs since you contracted independently with the service technician The $service is due to FNHW, per your Contract's Terms of Coverage #provision: "A $fee is due for each service trade request and is paid to the contractor upon arrival at the home For example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call feeThe fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointmentFailure to pay a fee will result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage [redacted] be reinstated for the remainder of the contract term." 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, 2014/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again it shows how this company operatesWhat a scam artist, such a beauty of liar, and hiding behind these terms Based on the response, it clearly shows this company always finds a way to deny and still charge you $and in addition to whatever amount they will charge to fix Please keep the $for denial and $for minutes of the workThanks for nothingI urge Revdex.com to post their response on the web and as a warning and proof to everyone to see this company's ugly behavior Beware this company, if you already have their policy, make sure do not renew and do not call them for any serviceIf you are thinking to purchase Fidelity policy, you are better off to save in your bank account and hire a quality contractor when necessaryIf you will get or in the process of getting Fidelity coverage from your home purchase, ask for credit toward your home purchase instead, and don't let your agent fools you, your agent [redacted] get a cut when you get this policy That's all I can say

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

Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ Please accept my sincere apologies on behalf of FNHW for the inconveniences to you and your family during your refrigerator claimFNHW operates with the best of intentions and deepest respect for all of our customersOur records show that you worked directly with our purchasing manager, [redacted] who approved replacement of the refrigerator and ordered the GE Profile cuftFrench Door Refrigerator Model # PFE28RSHSS on September 11, We value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) After discussion with an assistant manager I was able to resolve our issue to our full satisfactionAlso, I appreciate the discussion we had, and the way I was treatedThe response was better than hoped forI can happily say after all is said and done: thank you for your help FNHW

Initial Business Response / [redacted] (1000, 5, 2014/04/03) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 25, Your concerns are important to our Company; I appreciate the opportunity to respond We understand that you were upset regarding FNHW's coverage decision in reference to your range oven claimOur records indicate that your FNHW Contract expired on January 15, On February 11, 2014, you contacted FNHW due to a complaint that your range oven smelled and was not bakingThis was well after the recall period from a service work order (SWO) dated November 20, 2013; however as a gesture of customer service, FNHW dispatched a possible recall swoOur service technician was at your property on February 18, and advised FNHW there were no mechanical failures with the range oven and he did not see/smell anything unusualPlease 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." There was no indication by you during your contract term that you were experiencing a failure until you notified FNHW on February 11, 2014, well after the contract expirationAs stated under the "Terms of Coverage" #section of your Contract, "If a covered system and/or appliance fails during the contract term, the contract holder must contact the Fidelity National Home Warranty (FNHW) Customer Service Department toll free at X-XXX-XXX-XXXXCalls are received hours a day - days a weekShould the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost." There was also no indication by you that you were having a failure to your range oven until you notified FNHW on March 24, 2014, well after the recall period from the swo dated February 11, As stated under the "Terms of Coverage" #section of your Contract, "Service work is guaranteed (without an additional service trade call fee) for days on labor and days on partsThe 30/90-day guarantee only applies to malfunctions that are reported to FNHW during the term of this contractPest control service work is guaranteed for days from the original date of service." FNHW considers this claim 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 Sincerely, [redacted] Department Fidelity National Home Warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The call in was related to the call made under contract in 2013, the oven DOES NOT work properly and has not since the so called repair, the technician could not say it worked as it was beyond his scope and informed me an LG specialist would need to look at the unit and no one ever called me to schedule this appointmentI have been lied to and completely mistreated as a customer, this is the worst service I have ever experienced in my life and beyond unacceptableNo one at Fidelity wants to help, they want money from customers they never help and I am beyond unhappy with this response Final Business Response / [redacted] (4000, 9, 2014/04/17) */ Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal to our response to your initial letter Each claim is processed under the terms and conditions of the warranty and accepted or denied on that basisFNHW stands by its decision regarding your range oven claim As you were advised in the previous letter, there was no indication by you during your contract term that you were experiencing a failure until you notified FNHW on February 11, 2014, well after the contract expirationAs stated under the "Terms of Coverage" #section of your Contract, "If a covered system and/or appliance fails during the contract term, the contract holder must contact the Fidelity National Home Warranty (FNHW) Customer Service Department toll free at X-XXX-XXX-XXXXCalls are received hours a day - days a weekShould the contract holder contract directly with others, or do the work themselves, FNHW will not be responsible for reimbursement of that cost." There was also no indication by you that you were having a failure to your range oven until you notified FNHW on March 24, 2014, well after the recall period from the service work order dated February 11, As stated under the "Terms of Coverage" #section of your Contract, "Service work is guaranteed (without an additional service trade call fee) for days on labor and days on partsThe 30/90-day guarantee only applies to malfunctions that are reported to FNHW during the term of this contractPest control service work is guaranteed for days from the original date of service." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract and has no further comment regarding this matter Sincerely, Customer Care Department Fidelity National Home Warranty Final Consumer Response / [redacted] (4200, 11, 2014/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My response was within days and you are doing everything you can to attempt to avoid taking responsibility instead of trying to fix a problem and provide decent customer service which is why this is still unsatisfactory, fidelity is a HORRIBLE company to do business with and you need to stand by your work and hold ownership

Initial Business Response / [redacted] (1000, 5, 2014/03/25) */ This letter is in response to your recent correspondence through the Revdex.com; and your email, both of which were received by Fidelity National Home Warranty (FNHW) on March 18, Your concerns are important to our Company; I appreciate the opportunity to respond Our records show Payless Water Heaters was dispatched for service as you advised that the water heater was turning on and off the afternoon of March 11, I understand that your complaint is partly due to FNHW not having the correct phone numbers for you which resulted in the appointment scheduled for March 13, Please accept my apologies for any inconvenience this may have caused you and your familyFNHW operates with the best of intentions and deepest respect for all of our customersAs a customer service gesture FNHW will reimburse the service fee you paid for this claimA check [redacted] arrive under separate cover within 10-business days to the Contract address After inspection of the unit on March 13, 2014, the technician with Payless Water Heaters advised FNHW that maintenance was required to correct the malfunction of the tankless water heaterMaintenance is done by the descaling and flushing of the system, we were additionally advised that in order to perform the maintenance, isolation valves needed to be installedFNHW denied the claim under Limits of Liability #of the Contract which states: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW [redacted] not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." Please note a letter confirming the basis for denial will arrive under separate cover to your homeWe value your business and look forward to a continued service relationship with youShould you have any additional questions or concerns, please feel free to contact our authorization department at (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response from fidelity makes the supposition that a new home owner could have owned the house long enough to conduct regular maintenanceSince we did not, their argument and denial are specious and baseless Final Business Response / [redacted] (4000, 9, 2014/04/09) */ Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal to our response to your initial letter Each claim is processed under the terms and conditions of the warranty and accepted or denied on that basisUpon further review of your correspondence, FNHW stands by its decision regarding the denial of your water heater claimPlease review your contract terms specifically in regard to descaling/routine maintenance located under the "Limits of Liability" #provision which reads: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW [redacted] not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." 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, 2014/04/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Effectively the language cited by Fidelity in their response could be used as "an out clause" to deny any claim submitted by any of their clients Fidelity's product for new homebuyers is a 'home warranty"To the consumer, that means that anything that stops working after the homeowner buys the warranty should be covered under the warrantyTo Fidelity, a home warranty is a cash cow which Fidelity milks by denying claims using this "out clause" My question to Fidelity is: if I purchase a house tomorrow and purchase a Fidelity home warranty at the closing, how could I possibly perform all of the "routine maintenance" et al necessary to improve every system in the house to a point at which Fidelity would then accept responsbility for the failure of any systems thereafter? The answer is: it is impossibleTherefore Fidelity [redacted] use this clause to fraudulently deny any/all claims submitted by all of their policyholders in a continual exercise of fraud and malfeasance until the California Insurance Commission decides that Fidelity has breached the trust of California voters by signficant margin to warranty a class action lawsuit I [redacted] be happy to put my name at the top of such lawsuit should any class action lawyers wish to represent other policyholders who have been defrauded in a similar manner

Initial Business Response / [redacted] (1000, 5, 2014/05/13) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on April 28, Your concerns are important to our Company; I appreciate the opportunity to respond Please accept my apologies for the manner in which you felt you were treated as a customer of our Company.FNHW operates with the best of intentions and deepest respect for all of our customers Our records indicate that we have been unsuccessful in our attempts to contact you regarding a resolution to your claimEach claim is processed under the terms and conditions of the Contract and accepted or denied on that basisUpon further consideration and because we value your business,FNHW is offering you a check in the amount of $1,087.52, our cost to replace your microwave ovenThis check will arrive to you under a separate cover in 10-business days Please note that the current unit that you have is a gas powered microwave oven combination unit and this style is no longer being made, only electricThe power source would need to be modified from gas to electric power in order to support the new appliancePlease refer to your Contract's "Limits of Liability" #provision which states, "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." We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us Sincerely, Customer Care Department Fidelity National Home Warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for issuing the payment for replacement of the appliance This a fair resolution and we accept you offerWe have been insured with fidelity for the past years for multiple properties

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 the independent service technician was out to the home on or around August 24, It was this technician's professional opinion that the swimming pool/spa pump motor had not been functioning for a long period of time and had extensive water damage to the unit As explained by the FNHW authorization department agent, FNHW does not cover for preexisting conditions and we requested a home inspection reportOnce the inspection report was received and reviewed by FNHW, you were contacted and informed the report stated a leak was coming from the pool pumpIt is the independent licensed pool technician's professional opinion that a leak; as noted on your inspection report, left unattended would result in the failure he observed at the time of serviceAs 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 [redacted] 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." 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, 2014/12/09) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on November 24, 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 basisI understand that you are disputing the coverage decision regarding your recent plumbing stoppage servicesOur records show that a service technician was at your property on November 21, and found there was a kitchen and laundry drain stoppages; however he was unable to clear the stoppages without a cleanoutThe claim was denied under the Plumbing System/Stoppages provision of the Contract which reads, "FNHW only covers for stoppages which can be cleared with standard sewer cable (125') through an existing, accessible, ground level mainline cleanout without excavation." We believe this claim was correctly processed under the terms and conditions of your warranty ContractAs a gesture of customer service, the service fee in conjunction with this service work order will be reimbursed onto your credit card 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, 2014/05/16) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on [redacted] Your concerns are important to our Company; I appreciate the opportunity to respond Fidelity National Home Warranty (FNHW) makes every effort to locate a service provider for emergency/rush servicesPlease accept our apologies 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 If you've had the repairs performed, please send the repair invoice to FNHW and we would be more than happy to review itYou may submit your correspondence to: [redacted] @fnf.com or fax to XXX-XXX-XXXX We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to 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] (2000, 7, 2014/05/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Just to clarify, the dispatcher never called me back in regards to the two backup plumbers he was trying to have come out same day, nor did he submit the order for the one plumber he did contactHe was so adamant that I at least accept the call from that plumber, as to not lose my spot for next day serviceThe plumber never called, because they never got the orderYou may also want to second guess using Allen's Plumbing in the [redacted] area, as I called them advising who I was and that Fidelity National referred meThey never returned my callOne would think that even though they never received Fidelity National's order that they would call a potential customer back and advise suchIf I ever need a plumber again and Fidelity tries to send them out I will be requesting a different plumberAnd finally, I also emailed Fidelity National that same say, I received the automated email confirmation, but still no replyNone is needed at this point, nor is a plumber needed as I have fixed the problem myselfNo reimbursement is needed either, I just feel very strongly that good and poor service should be noted accordingly, which I have done and you repliedResolvedNo further action neededThank you

Initial Business Response / [redacted] (1000, 5, 2015/01/23) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 19, 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 basisUpon review of your complaint, FNHW has dispatched a service work order for a technician to assist in resolving your ceiling fan claim 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 Business Response / [redacted] (1000, 5, 2015/02/18) */ 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 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 customersWe additionally keep these same thoughts in mind when selecting the contracting companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a CompanyRest assured that your concerns were forwarded to our Vendors Relations Department and have been discussed directly with the contracting company involved regarding the events that have occurred Please note that service technicians are there to make an assessment of the failure at the property and advise what is needed for repairsFNHW is ultimately responsible for coverage decisions as each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basis Our records show that a service technician was at your property on or about February 6, and found the upstairs bathroom faucet was leaking with heavy calcium buildupFNHW determined this failure could not have occurred within the coverage periodSubsequently, FNHW denied your claim per the Contract's Terms of Coverage #coverage description which states: "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." A letter of denial was sent under a separate cover We understand that you are requesting reimbursement for the cost you paid for your own faucet and installation and the cost to upgrade your faucet from a chrome builder's standardUnfortunately, FNHW is unable to honor your request as the claim has been denied per the Contract's Terms of Coverage #as stated above It is our hope that we will be able to service your home warranty needs in the futureShould 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] (3000, 7, 2015/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I got a second opinionI have paid for the Fawcet installationThe plumber said that there was no calcium build upHe said the fawcett was just leakingI have a copy of the paperwork if needed to support my claimThanks, Final Business Response / [redacted] (4000, 13, 2015/03/08) */ You may use this letter as confirmation that FNHW is in receipt of your invoice in reference to your upstairs bathroom faucet installation and angle stop replacementFNHW considers this claim to be resolved I am pleased to inform you that FNHW has accepted your reimbursement requestA check in the amount of $which represents the cost you paid towards the above mentioned repairs [redacted] arrive under separate cover to you within the next 10-business daysPlease be advised that this reimbursement is being done as a gesture of customer service, and to assist in the complete resolution of this matter We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us Thank you for your business, we look forward to a continued service relationship with you Sincerely, [redacted] Department Fidelity National Home Warranty Final Consumer Response / [redacted] (2000, 15, 2015/03/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response because the company knows that they made a mistake denying me in the first placePlus they agreed to pay me for the cost of me having it installedThe plumber told me one storyThen he told a different story to the insurance companyIt was only when I got a second opinion and a documented copy; then fidelity admitted to their error, I want to thank the Revdex.com for making company's honestIf only fidelity was honest in the first place then I wouldn't have to file a complaint with the Revdex.com, Without the Revdex.com; companies [redacted] continue to take advantage of their customers

Initial Business Response / [redacted] (1000, 5, 2014/12/22) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on December 16, 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 basisOur records show that as of December 1, the repairs for your refrigerator were completed If you have any additional questions or should you need to place a service call, please contact our Customer Service Department at XXX-XXX-XXXX or visit our website at homewarranty.com to place a new service work order Thank you for your business, we look forward to a continued service relationship with you Sincerely, Customer Care Department Fidelity National Home Warranty

Initial Business Response / [redacted] (1000, 5, 2014/03/26) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 19, Your concerns are important to our Company; I appreciate the opportunity to respond On behalf of FNHW I would like to sincerely apologize for the inconvenience this situation has caused you and your familyFNHW operates with the best of intentions and deepest respect for all of our customers Our records indicate you spoke to an assistant manager in our purchasing department on March 19, and your microwave claim/installation has been completely resolved under the terms and conditions of the ContractAdditionally, please use this as confirmation that FNHW authorized replacement of your garbage disposal as our service provider who performed your microwave installation found that your garbage disposal had failed from wear In response to your request for compensation, unfortunately we are unable to honor this request We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us Sincerely, Customer Care Department Fidelity National Home Warranty

I am set to close on my condo on December 30, and I am in the process of selecting my home warrantyAfter reading all of the complaints submitted via ***, I decided I would keep an open mind and request a quote I called ( [redacted] and the following is what I experienced: - Telephone prompt system has you select "5" to speak to a representative; It is the ONLY option - I am greeted by a courteous and pleasant-sounding voice - I am asked immediately what my call is regarding; no mention of her name, where she works, etc(I would expect something like, "Hello and thank you for calling Fidelity National Home WarrantyMy name is _______How may I assist you direct your call..." - I stated I was "...calling to request a home warranty quote." She asked "What state, dear?" "Texas," I said She stated, "Oh! We have a lot of customers from Texas!" Then, she proceeded to tell me how the "...rates were changing..." and "...tomorrow is a holiday...," so "...any rates that given today would not be valid, unless contract signed today..." I asked if she had any "...idea what the new rates might be?" She said she had no idea, but she knows that "...today's rate is $cheaper..." Surprised by this response, I stated, "...I suppose I cannot go with Fidelity as my home warranty..." To this, she immediately interrupted, "OK!" and hung up! I am shocked and dismayed at the lack of pride, commitment and sense of obligation to Fidelity National Home Warranty (FNHW) that this individual so blatently displayedAnd if this the first experience and impression a potential customer has with FNHW, I can only assume that the statements made in the complaints filled against FNHW through the [redacted] are in fact 100% trueThere is an obvious lack of or breakdown in communications that cause folks to state different facts (as they know them to be) whether it be about claims or home warranty pricing In the end I am saddened by the experiences I have read about and had myself because no where did I read that the person that is advertising / marketing FNHW's services to real estate agents is at fault or negligent in any wayThey are the ones going out, spending countless hours and dollars busting their tails drumming up business and for all of their efforts they are left wth no reward

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

Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ We appreciate you taking the time to provide your perspective of this service experience, which in turn, gives FNHW the opportunity to improve the service we provide to our customers When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer serviceI was disappointed to hear the level of service you receivedThe appropriate managers have been notified of your experience to address directly with the individuals involvedPlease accept my sincere apologies on behalf of FNHW for this and any inconvenience in regard this and your pool heater and air conditioner claims FNHW operates with the best of intentions and deepest respect for all of our customersUpon review of this matter by our Authorization Department managers FNHW has authorized replacement of the pool heaterFNHW has also reviewed the service fees paid in regard to the pool heater claim and is processing reimbursement for the second service fee paid on this claimThe reimbursement [redacted] appear as a credit from FNHW to your credit card statement We value your business Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Fidelity Home warranty quickly respond to this matterThey sent another company for second opinion and they also said that the problem is due to wear and tear so all parties agreed to replace the heater and they did so on 4/6/Everyone involved was very courteous and I cannot thank Revdex.com enough for resolving this matter Thank you ***

Initial Business Response / [redacted] (1000, 5, 2014/07/28) */ This letter is in response to your recent correspondence through the RevDex.com; a copy of which we received on July 17, 2014. Your concerns are important to our Company; I appreciate the opportunity to respond. Please... accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that on July 3, 2014 at 4:53 PM, you called in for service due to a complaint that your swimming pool pump was not working properly. You advised our customer service representative that you just had algae cleaned out of your pool and that you didn't want algae again so you were requesting sooner service. Please note, that failures to the swimming pool/spa pump do not constitute an emergency service. Per your Contract's Terms of Coverage #1 provision: "FNHW [redacted] determine what service requests constitute an emergency and will make reasonable efforts to expedite emergency service." However, as a customer service gesture, our service department did attempt to locate a company available to service your property. Despite the efforts of our service department given that it was also a holiday weekend, there were no companies available until the following business day, July 7, 2014. The service technician, who was at your property on July 7, found the pump motor had shorted out and FNHW authorized the replacement of this part, which the technician was able to complete the same day, under the terms and conditions of your Contract. We confirmed with the service technician that at the time of service, the pool was in good/fair condition with no algae present. We are aware that in terms of preventing algae formation, you can manually maintain the chemicals to prevent any algae formation while your swimming pool is not in use. We understand that are you are requesting reimbursement for expenses paid to correct your algae problem and mosquito infestation. Please be advised that secondary damage that may have occurred is not covered by FNHW. You may refer to your Contract's Limits of Liability #6 provision: "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties." 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, 2014/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response and I have photographic evidence of what the pool looked like on Monday, July 7, 2014. I also did not state that I had just gotten rid of an algae problem. I have photographic evidence of what the condition of my pool was before the pump failed. I was able to personally find a pool repair company who WAS working on Friday, July 4, 2014. That company was a local company, [redacted] 's Pool Supply. FNHW's attempt to "locate a company available to service my property" was only from their own list of repair companies. I am in the same industry and I asked the representative this question. "So is it true that you only engage repair people that work during the day, not on holidays, not in the evening and not on holidays in order to save yourself money?" The answer was yes. We only hire repair people who work business hours and not in the evening or holidays or weekends. Well, that is not providing proper customer service and abiding to the terms of their contract when I was able to find a repair person myself. I did not hire this person because of another clause in my contract that states I [redacted] not be reimbursed should I hire someone to do the work. At the end of the day, here is how I have been financially damaged. I called on Thursday July 3 to report the pool pump stopped working. I was told no one would be able to come out until Monday, July 7. I proceeded to warn the representative that if action was not taken, other problems would arise for which I would hold them responsible for the costs of correcting the additional problems created by their lack of dispatching a repair person. I did all I could do to prevent the algae problem I warned FNHW about. I purchased 8 bags of shock, 2 bottles of algaecide, 2 bottles of clarifier and had chlorine tabs in the floating dispenser. Despite all of my efforts to prevent algae from developing in my pool over those 4 days, I was unsuccessful because the pool water was stagnant. My pool only has 1 pump and it failed. The temperature for those 4 days in AZ exceeded 100 degrees. I [redacted] go on record and say that the pool repair person is not telling the truth about the condition of the pool. Again, I have a photograph of the pool's condition on July 7, 2014 and also on July 21 when the algae problem was actually resolved. But for the fact that FNHW did NOT dispatch a repair person, even though I was able to find one, my pool was overcome by algae. The level of algae in the pool was so severe that the filter media was saturated and I was required to pay (not only for the $300 worth of chemical while I waited for repair) but also $327 for Leslie's to replace the filter media so my pool equipment would filter the algae from the pool water. FNHW breached this contract by making the subjective determination that my pool pump failure "did not constitute an emergency service". On the contrary, it was an emergency due to the fact that neglecting the failed pump could, and did, result in subsequent issues. In reality, FNHW's lack of response or diligence to dispatch a repair person, or allow me to hire the repair person I found on July 4, directly resulted in additional issues. Unfortunately for me, my attempts to prevent the problem from developing cost me $300 in chemicals, which failed. Furthermore, as a direct result of FNHW failure to dispatch a repair person, the filter media became overburdened with the level of algae in my pool, could not function properly, and had to be changed which cost me an additional $327. 100% of my out of pocket expenses are a direct result of the pool pump failing and FNHW failing to dispatch a repair person timely when pool repair companies were available to them. I expect financial restitution for the cost of the chemicals I was forced to purchase and for the cost of having to replace the filter media. Both of these expenses would have been unnecessary had FNHW dispatched a repairman on Friday, July 4 or Saturday July 5 at the latest. I should not be financially burdened as a direct result of FNHW's lack of timely response/action. Should FNHW refuse any financial restitution in this matter, I will have no other choice than to file a petition in the Maricopa County Superior Court to recover the costs I incurred as a result of their "determination" which was that my pool pump failure was "not an emergency". I am looking for a resolution that is fair and equitable to me. I refuse to absorb the costs to rectify a problem that was created by FNHW's refusal to act in a more timely manner by hiring an available pool repair company to replace my pool pump earlier than July 7, 2014. Please provide me an email address to where I can send photos of my pool before the pump failure, the day of the repair, and the pool after 2 weeks of daily maintenance by me. Final Consumer Response / [redacted] (4200, 11, 2014/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this point I am merely submitting photographic evidence (as requested) of the condition of the water on Jun 22, July 7 and Aug 15 to illustrate the algae problem that developed within a matter of 4 days due to the lack of immediate repair of the pool pump. Final Business Response / [redacted] (4000, 13, 2014/09/09) */ Fidelity National Home Warranty (FNHW) is in receipt of your additional correspondence pertaining to your swimming pool/spa claim. In order to amicably settle your claim to both our satisfactions, FNHW is offering to reimburse you in the amount of $164.00, this is half the cost you paid for to change out the sand for your filter. As you have been previously advised, secondary damage that may have occurred is not covered by FNHW. You may refer to your Contract's Limits of Liability #6 provision: "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties." Sincerely, Customer Care Department Fidelity National Home Warranty

Initial Business Response / [redacted] (1000, 5, 2014/04/29) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on April 27, 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 As a gesture of customer service, the service fee in conjunction with your forced air furnace claim has been waived We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to 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 Business Response / [redacted] (1000, 5, 2014/08/22) */ This letter is in response to your recent correspondence through the Revdex.com and Angie's List; a copy of which we received on August 16, 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 basisUpon further review of your correspondence, FNHW stands by its decision regarding the denial of your water heater claimThe technician advised that the water heater pilot was not staying lit due to the missing burner coversPlease review your Contract terms specifically in regard to disassembled/missing parts located in the Limits of Liability #provision which reads: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW will 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." A letter of denial will arrive under a separate cover FNHW considers this claim to be correctly processed under the terms and conditions of the ContractAs a gesture of customer service, FNHW will be refunding the service fee you had paidPlease allow 10-business days from the processed date to receive this refund check under a separate coverShould 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] (3000, 7, 2014/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technician did not even know how to turn the pilot on! When I turned it on without any problem (after he unsuccessfully tried times and with a sneer said, "Go for it,") I said that the heater would go out after about minutes, which it didThe cover was off so that it was easier to see how to light the pilotIt was NOT the cause of the heater not workingThis is an interior water heater with no draft in the roomPreviously, the pilot and heater had been staying on all the time with or without that small door covering itThe problem, as I told the clueless repairman, after I had done research, was the gas valve or thermostatHe didn't know what that meantAll he was doing there was looking for an excuse to NOT repair the water heaterAfter he left, I called a REAL repairmanWithin about minutes, he said the water heater gas valve was broken and needed to be replaced, and since the water heater was nearing the end of its functional life, it would make more sense to replace the whole heater, which I didFidelity National Home Warranty has numerous complaints very similar to mine all over the internetThey take the homeowners money and provide NO serviceThey sent out incompetent "repairmen" who take pictures and use any possible loophole to avoid repairing what they are supposedly responsible to repair Final Business Response / [redacted] (4000, 9, 2014/08/27) */ Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com At this time, FNHW has processed your claim according to the terms and conditions of your warranty ContractPer your Contract's Limits of Liability #section: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW will 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." A letter of denial will arrive under a separate cover Should you choose to obtain your own second opinion, you may send correspondence related to the claim for FNHW to reviewYou may submit your correspondence to our Authorizations Department for further review to: [redacted] @fnf.com or fax to XXX-XXX-XXXXPlease note that per your Contract's Limits of Liability #2, "FNHW reserves the right to obtain a second opinion at its own expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." FNHW processes all claims according to the terms and conditions of the warranty Contract Sincerely, Customer Care Department Fidelity National Home Warranty Final Consumer Response / [redacted] (4200, 11, 2014/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I said in the previous letter, I have already purchased a new water heaterIf they were not a bogus company, they would have seen that the parts needed had nothing to do with the cover, but they choose to use loopholes rather than attempt repairsThis is why there is a class action lawsuit against the company and they receive abysmal reviews on ***'s [redacted] and YelpThey should be shut down and orosecutedI could not wait around for weeks with no hot water while this bogus company uses excuses NOT to do the repair that they were paid to do