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 25, 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 full review of your claim, the water heater was authorized for replacement under the terms and conditions of the ContractOur records show that on August 28, 2014, you accepted cash in lieu of the replacement in the amount of $525.00, FNHW's cost towards your water heater replacement servicesThis check will arrive under a separate cover within 10-business days from the processed datePlease be advised that by accepting this option, you will be responsible for installation by your own technician For future servicing of this item, you must submit a proof of repair in the form of a paid invoice or receipt to our Authorizations Department at: [redacted] @fnf.com or fax to XXX-XXX-XXXX We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to 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, 2014/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/05/20) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on May 6, 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 Contract and accepted or denied on that basisOur records indicate you spoke to a representative in our authorizations department on May 10, and your dishwasher claim has been completely resolved under the terms and conditions of the ContractAccordingly, FNHW processed cash in lieu check in the amount of $on May 10, 2014, FNHW's cost towards your dishwasher repair servicesThis check will arrive under a separate cover within 10-business days from the processed datePlease be advised that by accepting this option, you will be responsible for repairs and installation by your own technician For future servicing of this item, you must submit a proof of repair in the form of a paid invoice or receipt to our Authorizations Department at: [redacted] @fnf.com or fax to XXX-XXX-XXXX We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us Sincerely, [redacted] Department Fidelity National Home Warranty Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, after repeated calls and appointments they have resolved itDoes not mean that they did a great jobThe fundamental problem is the time they take to resolve an issueHope they do better in future

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service and clearly from what you describe, that did not happenI was disappointed to hear the level of service you received and have forwarded your letter to the managers of the representatives that you spoke with Our records show FNHW has dispatched a second opinion to evaluate the problem you are having with the dishwasherThere is no service fee associated with this second opinion and it is our hope that we can resolve this matter under the terms and conditions of the contract to everyone's satisfaction Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The new technician has found the issue that couple of parts inside the dishwasher are damaged and that needs to be replacedHe has removed those parts from the dishwasher and it doesn't drain water at all nowThis dishwasher needs to be repaired or replaced ASAP as we are struggling without this now Final Business Response / [redacted] (4000, 13, 2015/08/25) */ Our records show that FNHW was made aware on August 10th that attempts to repair the dishwasher were unsuccessfulAccordingly, FNHW offered you cash in lieu of replacement of your dishwasher which was acceptedFNHW processed this check on August 12th, The check should arrive in 7-business days from the processed date 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 Final Consumer Response / [redacted] (2000, 15, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 6, 2014/12/30) */ This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on December 22, and in our office on December 17, via US MailWe appreciate the opportunity to further explain your Contract's coverage as it relates to your kitchen fan and refrigerator Our records show a service technician was at your property on or about November 22, and found the switch rails for your kitchen exhaust fans were damaged by forceSubsequently, FNHW denied your claim per your Contract's Limits of Liability #which states, "FNHW's liability is limited to failures due to wear and tear during the term of the Contract." Additionally, during this service visit, the technician found the condensing coils of your refrigerator were dirty and needed to be cleanedPer your Contract's Limits of Liability #5: "FNHW 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." Our records show that on December 11, 2014, you spoke to a representative in our Authorizations department and advised the kitchen fan was not working when you moved inThe records show you also advised that after cleaning the refrigerator, it was still not workingYour call escalated to ***; FNHW Authorization Department Assistant Manager, to whom you spoke with the following day, December 12, You stated that the problem with the fan "not turning on" was known prior to you purchasing the home and you had mentioned this to the sellerBased on the information you provided and the findings of our service technician, FNHW stands by its decision in regard to the denial of your kitchen fanThe denial of this claim is further supported by the Contract's Terms of Coverage #10: "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." Due to the above, we believe that your claim was correctly processed under the terms and conditions of the warranty As you have advised that the refrigerator's coils are now cleaned, please contact our Customer Service Department at XXX-XXX-XXXX or visit our website at homewarranty.com to place a service work order In regard to your service fee concern for Service Work Order XXXXXXX, please be advised that our office is currently researching; upon completion, a representative from our Company will contact you Sincerely, Customer Care Department Fidelity National Home Warranty

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ FNHW operates with the best of intentions and deepest respect for all of our customersAll claims are processed according to the terms and conditions of the contractIn this case, the failure was a freeze break of a pipe inside a wall of the homeAlthough FNHW covers for many failures to the systems and appliances in the home, failures due to "freeze" are not covered as stated the contract's limits of liability #5:"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..." Our records show, FNHW Assistant Manager [redacted] has been in touch with you in regard to the service fee as well as cash in lieu of service for closing the opening the plumber made to a rough patch finish as per the Plumbing System and Stoppages section of the ContractAs advised by ***, FNHW paid the technician to diagnosis the failure which included opening of the wallThe service fee is due as per your Contract Terms of Coverage #3:"Service Trade Call Fee: There is a $service call fee due for each trade call, or actual cost of service, whichever is less, paid to the independent service contractor at the time of serviceFor example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call feeFailure to pay the service trade call fee [redacted] 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 termService requests must be received prior to the expiration of the contract term." Cash in lieu for closing the wall opening [redacted] arrive under separate cover within 10-business days FNHW values your business and looks forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the response from Fidelity

FNHW set me up an appointment with Eco-Pro for Air-conditioning repair. I received text message from FNHW confirming my appointment time slot and a reminder a day before. But on the day of appointment, no one showed up. Upon enquiring with vendor, they said they did not have setup any appointment. I was at home, off from work, for half day waiting for the service. Now FNHW say they will setup some other time. My earlier two service requests for appliances haven't been serviced satisfactorily and I see the issue popping up again in few days. Overall, their service is horrible. Will neither renew my service contract nor recommend anyone to buy it. They are simply horrible. My service order number was 7107986 in case someone from Fidelity is reading this. You guys are horrible and fraud!

Initial Business Response /* (1000, 5, 2014/03/04) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 27, Your concerns are important to our Company; I appreciate the opportunity to respond
I
would first like to begin by apologizing for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please be advised that 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 February 26, and found the water heater; porch and kitchen lights, GFCI in the kitchen, clothes washer and dryer are supplied by the same circuit causing an overloadYou may refer to your Contract under the "Limits of Liability" #section which states, "FNHW is not responsible for repairs or replacement due to surge and/or overload." FNHW considers this claim to be correctly processed under the terms and conditions of the ContractA letter of denial will arrive under a separate cover
Should you have any additional questions or concerns do not hesitate to contact us
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (2000, 7, 2014/03/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Surges are common occurrences and overloads/having several lights on one circuit is also a common occurence in older homesMany if not all of these homes are not up to current codesTherefore, I want to just publicly warn people who are considering purchasing a home warranty through FIDELITY NATIONAL HOME WARRANTY that in all likelihood you *** probably NEVER be able to get reimbursed for such occurrences, so save your money, avoid buying the warrantyYou need it for future repairs that won't be coveredThank you for your response

Initial Business Response /* (1000, 5, 2016/01/22) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersReview of your claim indicates the new
replacement water heater has been installed and is functioning to your satisfaction
We hope that the true value of this home warranty coverage *** continue to be beneficial to youShould you have any additional questions or concerns do not hesitate to contact us

Initial Business Response /* (1000, 5, 2015/06/25) */
Please accept my apologies for the frustration you and your family had in regard to the plumbing claimFNHW operates with the best of intentions and deepest respect for all of our customersAll claims are accepted or denied based upon
the terms and conditions of the ContractOur records show that although the plumbing pipe runs to your unit, the leak in that pipe is located in your downstairs neighbor's unit
FNHW decision to deny the claim is based on the Contract's Terms of Coverage #which lists repair or replacement of covered items located outside of the main foundation of the home or garage for the "exterior well pump, air conditioner/evaporative cooler, pressure regulator, waste/stop valves, water heaters, pool/spa equipment, sewage ejector pump and outdoor septic tank system equipment." All other "covered systems and/or appliances must be located within the main foundation of the home or garage."
On behalf of the Company it is my hope that the true value of this home warranty coverage *** be beneficial and convenient as FNHW aims to provide the highest levels of service to youAs a gesture of customer service the service fee is waived for this claimA formal letter of denial *** arrive under separate coverShould 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 /* (1000, 5, 2014/02/11) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 29, 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 review of your correspondence, we understand that you were upset because you were experiencing poor air flow due to a possible issue with the ductwork and you requested a technician to readily perform a camera inspection upon arrival to your propertyPlease be advised that in order to authorize a camera inspection, a service technician must make an initial evaluation of the problem and from there, FNHW will process the claims under the terms and conditions of your ContractPlease note, as per the Contract’s Limits of Liability #1, "FNHW’s liability is limited to failures due to wear and tear during the term of the Contract."
Our records indicate a technician serviced your property on January 30, and found no mechanical failures to your forced air furnace; however advised the air filter needed to be changed and the flame sensor cleaned
Regarding your ductwork, the technician did find poor air flow coming from two vents located in your kitchen and requested to perform a camera inspection to identify the cause of failureThis camera inspection has been authorized and the vendor will contact you to schedule a return trip to have this performed
Should you have any additional questions or concerns do not hesitate to contact us
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (2000, 11, 2014/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you
Final Business Response /* (4000, 9, 2014/02/21) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal to our response to your initial letter
On behalf of FNHW I would like to sincerely apologize for the inconvenience this situation has caused you and your familyFNHW holds the utmost respect for all of our customers and deeply sympathizes with your situation
Please be advised that each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records indicate a camera inspection has been performed and the technician advised the furnace is feeding 6-registers, which were found partly closedAdditionally, there was design deficiency within the ductwork/registersThere are several "T" connections stemming from the registers in the ductwork which is causing a lack of air flowPlease be advised that FNHW does not cover for registers or failures due to design deficiency
You may refer to the "Ductwork" section of your Contract, which states the following items are not covered: "Registers - grills - dampers - insulation - improperly sized ductwork - collapsed or crushed ductwork - ductwork where asbestos is present - ductwork damaged by moisture - costs for inspections, diagnostic testing, verification and permits as required by any federal, state or local law, regulation or ordinance, including CA Title requirements."
Please also be advised that as stated in "Limits of Liability" #section of the Contract; FNHW is not responsible for repairs or replacements due to design deficiency
Should you have any additional questions or concerns do not hesitate to contact us
Sincerely,
Customer Care Department

Initial Business Response /* (1000, 5, 2015/09/08) */
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 July 05, It was this plumber's professional opinion that the water leak was from the grout for the buibench in the upstairs shower
FNHW was contacted again for further investigation of a leak from the upstairs bathroom on September 19, The dispatched plumber opened the ceiling below the bathroom and found that the bathtub drain was leakingHe replaced the drain lineOn or about October 21, FNHW dispatched another plumbing technician to close the ceiling to a rough patch finish, as per the plumbing terms of your contactThe records show on October 23, our customer service representative left you a message to follow up on the claim and notes that he advised should you have any further issues, to contact FNHW
No additional plumbing leaks were reported to FNHW prior to the expiration of the contract on June 24, Please be advised that FNHW liability is limited to failures due to wear and tear during the term of the contract per the contract's Limits of Liability #Additionally, Terms of Coverage #4, "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."
Based on the aforementioned and under the terms and conditions of the warranty contract FNHW believes that your claim was properly processedAccordingly, we conclude that no remedial action is necessary

Initial Business Response /* (1000, 5, 2014/08/12) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 8, Your concerns are important to our Company; I appreciate the opportunity to respond
We
understand that you are upset regarding the length of time it has taken to resolve your dishwasher claimPlease accept my apologies for the manner in which you felt you were treated as a customer of our Company and for any inconveniences that you and your family have experienced during this claim 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 basisIn that regard, FNHW will be offering to replace your dishwasherOur records show that our Purchasing department has contacted you with replacement optionsPlease continue to work with our Purchasing department in regard to the replacement process for your dishwasher
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 /* (2000, 7, 2014/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is a perfectly acceptable resolution to our problemI am satisfied with this response

Initial Business Response /* (1000, 6, 2014/08/25) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 13, Your concerns are important to our Company; I appreciate the opportunity to respond
On
behalf of FNHW, please accept my apologies for any inconveniences you and your family have experienced during this claim processFNHW operates with the best of intentions and deepest respect for all of our customersWe additionally keep these same thoughts in mind when selecting the companies with whom we work closely withRest assured your concerns were forwarded to our Vendors Relations Department manager to discuss directly with the company's ownerFNHW monitors all vendors for quality to ensure the utmost service is being provided to you
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisWe understand the hot water lines for your washing machine have been replacedUpon review of your claim and although the technician advised there was no leaking, FNHW has additionally authorized to replace the cold water lines to your washing machineWe understand these repairs have been completedPlease note the access hole made in the kitchen, in order to replacing the cold water lines will be closed to a rough patch finish onlyPer the Contract's Limits of Liability #7, "When access is provided under this contract, restoration to walls, closets, floors, ceilings, or the like, will be to a rough finish only." A letter regarding the rough patch *** arrive under a separate cover
Our records show that a copy of your Contract was mailed to your property upon FNHW receiving funds from escrow on August 7, For your convenience, a copy of your Contract will be resent
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 /* (1000, 5, 2014/02/20) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February, X XXXXYour concerns are important to our Company; I appreciate the opportunity to respond
I would
first like to begin by apologizing for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
We understand that you are upset regarding the length of time it has taken to resolve your dishwasher claim and also that secondary damage was caused on your floorsOur records indicate a technician serviced your property on February 11, for a possible recall work order and found the control panel and detergent dispenser assembly needed to be replacedThe technician ordered the parts, however advised the detergent dispenser assembly was back ordered until March 29, Our Purchasing Department was able to factory order the detergent dispense assembly and should arrive to your property within 6-business daysPlease be advised that as stated under the "Limits of Liability" #section of your warranty contract, "FNHW will determine whether a covered item will be repaired or replacedExcept as otherwise noted in this contract, replacements will be of similar features, capacity and efficiency as the item being replacedFNHW is not responsible for matching brand, color and/or dimensionsWhen parts are necessary for completion of service, FNHW will not be responsible for delays that may occur in obtaining those partsFNHW reserves the right to repair systems and appliances with non-original manufacturer's parts, including rebuilt or refurbished parts."
Please be advised that FNHW is not responsible for secondary damageYou may refer to the "Limits of Liability" #section of your warranty contract for verification of this informationThis provision advises: "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."
We hope that the true value of this home warranty coverage *** 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 /* (1000, 5, 2015/07/22) */
This homeowner purchased a home warranty policy from us (#XXXXXXX) with effective dates of 12/20/- 12/19/for Clairmont AveAs they indicate, Fidelity National Home Warranty purchased BPG this past spring, but the warranty
policies that were in effect are unchanged
On June 26th, the homeowner reported that the A/C system was not coolingThe claim was dispatched to Solaris HVAC for investigationSolaris carries license # XXXXXX under the contractors state license board (CSLB) of California
On June 27th, Solaris visited the property and found the condenser fan motor had failed and the capacitor was burned outThe replacement of both parts was approved under the warranty
On Sunday the 29th, the homeowner reported that the unit was not working againWe issued a recall to the technician who saw the recall on Monday and visited the home on TuesdayThe technician reported that the unit was cooling as designed but was undersizedThe system is a ton unit and her home 3,sqftBased on industry standards and the local average temperatures this house would require at least a ton system
Unfortunately, the warranty contract does not cover systems that are determined to be undersized or overloadedAccordingly the claim filed on June 28th was denied and a denial letter issued in accordance with the California Department of Insurance standards
We cannot offer to refund the full fee of the warranty as the policy is already months oldThe warranty contract clearly explains that full refunds are offered only within the first daysA cancellation at this point would be a pro-rata refund minus the service costs (condenser fan motor & capacitor replacement) and less a $administrative feeUnfortunately there would be no value left at that time for reimbursement so I would not recommend the homeowner cancel the policy
The homeowner should have only paid the $trade call fee once on the first visit to the propertyThis amount would not be refunded as repairs were made at that timeIf the homeowner did pay a 2nd trade call fee they can call our office and we *** provide them instructions for receiving a refund of the TCF
We are sorry to hear of this homeowners frustrations but it appears that at all times the contract has been fully adhered to just as it was when the homeowner purchased the policy in December
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Litigant,
I absolutely do not accept Fidelity National Home Warranty's response
#They stated that my trade call was $60, when in fact it was $The tenant paid it and it was taken out of the rentI was also promised by the salesperson who works with my real estate company that she would refund the fee due to the many problems I facedThis too was a lieI have not received any refundVery bad business practices
#2.Upon hiring my own private repair company, it was discovered that Fidelity and Solaris Air had installed the wrong part which further mitigated the problem with the system
#The contract that I initially received when I purchased my warranty through BPG, did not state anywhere in the contract that my AC would not be covered due to size limitationsIt is no where in that contract so Fidelity cannot now change a written legal document to suit it's own purposes
#It appears that at all times Fidelity sought to purposefully deny quality serviceThe company they sent out never stayed over minutes to see if the AC would indeed work properlyOn both occasions as soon as the Solaris AC company left the AC would stop workingA responsible, honest and quality company would have been more thorough and followed through...complete their due diligence
#If indeed the AC was too small then it was unlawful for your service provider to even touch the AC in the first placeBy changing a part they have voided the contract and gone against everything you stated in your response to my complaint
#Some things are irreversible: Solaris and Fidelity were rude and disrespectful to both myself and the tenant
#You have my addressThe least you can do is refund my trade fee
Sincerely,
Mrs***

Initial Business Response /* (1000, 5, 2014/08/06) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.comYour concerns are important to our Company; I appreciate the opportunity to respond
Upon review of your complaint I understand that
you are dissatisfied with the service for the heat pump claimAccordingly you are requesting to have the entire heating and air conditioning inspected and reimbursement for electrical expenses that your parents had to absorb because of inefficiencies of the unit after previous repairs were made by FNHW
Our records show that on the first claim placed in January of our technician found that the thermostat was set to emergency heat; he reset the thermostat to heatThe unit was slightly low on refrigerant and he charged it to the proper levelHe tested the unit and found it cycled properly
The second claim was placed on October 30, The technician performed an isolation test which required him to return to property more than once to isolate the system and locate the leakThe test revealed that the indoor evaporative coil was leaking and required replacementThe evaporative coil was found to be under the manufacturer's warranty; this part was supplied by the manufacturer, FNHW paid for the disposal of the failed evaporative coil, shipping of the new evaporative coil, the installation of the new coil and the recapture, disposal and charge of the refrigerantThe modifications that were associated with the installation that were not covered by the Contract were quoted as $A letter was sent to you confirming that modifications are not covered by the Contract's Limits of Liability #7: "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."
July 29, service was requested on the heat pumpThe technician was at the property on July 30, The technician advised the batteries in the thermostat were corroded and he replaced themHe cycled the system and found it was operating correctly
Our representative spoke to you on August 5, and notes that you did not feel that the technician out on July was qualified to work on the unit because it is a heat pump and not a straight air conditioning and heating systemA second opinion was set up to evaluate the unit; with the advisement that if no failures were found that a service fee would be due, you declined the second opinion
Please accept my apologies for the manner in which you felt your claim was handled by our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersEach claim is processed under the terms and conditions of the warranty and accepted or denied on that basisThe Contract's Limits of Liability #advises: "FNHW's Liability is limited to failures due to wear and tear during the term of the contract." The technician most recently out did not find any failures to the system
To amicably settle this matter, at no additional service fee to you, FNHW will send a second opinion to determine if there are any failures to address through the warrantyPlease advise through the Revdex.com if this is agreeable to you and we will contact youAlternatively, you may have your own second opinion reviewed by FNHW for failures that may be covered under your ContractLimits 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." You may submit the second opinion for review to ***@fnf.comPlease note that FNHW does not reimburse should you have work performed outside of the Contract as per the Contract's Terms of Coverage #1: "Should the contract holder contract directly with others, or do the work themselves, FNHW *** not be responsible for reimbursement of that cost."
We believe that this completely responds to all concerns brought forth
Initial Consumer Rebuttal /* (3000, 7, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept Fidelity's offer to send another tech to check out the system
By the way, I just returned from the condo this evening (Aug11, 2014) and the system is NOT WORKING again!!! The compressor outside is running, but no air is blowing into the houseThe temperature in the condo was 83F at 8:30PM
All we're asking for is that they send a "Qualified Professional" to do a thorough check of the "ENTIRE system", as we've had a number of call outs with questionable results
As mentioned earlier my elderly parents live in the condo and they're experiencing too many equipment failuresMy mother is very ill and the extreme temperature variability caused by the unit malfunctioning is causing her unnecessary additional physical stress
Rebuttal to Fidelity's response:
It is correct that on the first call the unit was set incorrectly on Emergency heatWe had recently moved in and the thermostat controller is very complicated with a heating/cooling system that is uniquely differentThere were also no instructions on how to use the system eitherThe technician added the freon and leftA few months later we had to call againThe second call technician discovered after conducting system leak check that the indoor evaporative coil was leaking and required replacementThis coil must have been leaking during the initial visit and the first technician was not thorough enough to catch it on his initial visitWe are seeking reimbursement for the additional electrical cost from the initial visit time to the second technician's visitAs its obvious the coil had been leaking for some timeThe third call out is probably the most frustrating and offensive of allThe technician indicated in the response complaint that he replaced the "corroded batteries" when in fact we actually bought them the night before his arrival and replaced them ourselvesHe simply arrived looked at the thermostat and left without conducting any system checkI find his outright lie very offensive and unprofessionalHe also did not leave any documentation pertaining to the call out
We have incurred expenses totaling $thus far and we're still having serious problems
Final Business Response /* (4000, 9, 2014/08/27) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the frustration you and your family had in regard to the heat pump claimOur records show that the blower motor for the heat pump has been replaced by the FNHW second opinion technician
I understand you are requesting reimbursement for additional electrical charges that were incurred between when the first technician was out to the home in January to the second service was requested in November of as you feel the first technician did not identify a leak at the coil during the first serviceAlthough FNHW cannot reimburse for the additional electrical charges as it is impossible to know when the leak at the coil presented, and to quantify the amount that would be considered additional to a electrical *** during this during this ten month periodHowever, in the effort to amicably settle this matter as a gesture of customer service, FNHW is reimbursing the two service fees associated with these two repairsA check for reimbursement of $will arrive within 10-business days to you at the home address
On behalf of the Company it is my hope that the true value of this home warranty coverage *** 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 /* (1000, 5, 2014/03/07) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 4, Your concerns are important to our Company; I appreciate the opportunity to respond
I would
first like to begin by apologizing for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisOur records indicate you spoke to a representative in our Authorizations department regarding your refrigerator claim and it has been resolved under the terms and conditions of your ContractYou may use this letter as confirmation that FNHW processed a reimbursement check for $toward your refrigerator repairs on March 3, This reimbursement check will arrive under a separate cover within 7-business days from the processed date
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 Business Response /* (1000, 5, 2015/10/02) */
Your concerns are important to our Company; I appreciate the opportunity to respondEach claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis
Fidelity National Home Warranty
(FNHW) was advised by the technician from RLC Services that the zone controlled dampers had failedSubsequently, the claim was denied in accordance with the Heating/Air Conditioning/Evaporative Cooler/Ductwork/HVAC section of your ContractUnder the "Not Covered" header, this provision advises "dampers" are not covered
In addition, the Limits of Liability #section of the Contract 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 appliancesSolar systems and components are not covered." As provided under the Terms of Coverage #section of the Contract; "All coverage is subject to the limitations and conditions mentioned in this contract."
FNHW understands that you want to cancel the Contract and receive a full refund of the premiumPursuant to Limits of Liability #of your Contract, "This contract is non-cancelable by FNHW, except: (1) for non-payment of contract fees; (2) fraud or misrepresentation of facts material to the issuance of this contract; (3) when the contract is for Seller's Coverage and close of sale (escrow) does not occur, if applicable or; (4) upon mutual agreement of FNHW and the contract holderIf this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and any service costs incurred by FNHWA 10% monthly penalty shall be added to refunds not paid or credited within days after the return of this contract to FNHW."
Once FNHW is in receipt of your signed letter requesting cancellation we *** process your request according to the aforementioned contract provisionYou may submit your signed written request via fax at XXX-XXX-XXXX or email to ***@fnf.com please reference your address and contract number on your request

DO NOT PURCHASE ANY POLICY FROM FIDELITY NATIONAL HOME WARRANTY! Their customer service lack compassion It was as if they were reading from a script to deny all claims on the first go around I will recommend all title companies in the area to throw away all Fidelity brochures and not recommend them
Our policy was purchased through the seller when we bought our home Within a month we called the company We had the air conditioning/heating unit serviced as the home inspection advised It was discovered that with the indoor unit the blower motor was about to go out, the evaporator coils were very corroded and falling apart, the heat kit was not heating properly, and the capacitor needed to be replaced The capacitor in the outdoor unit also needed to be replaced In conclusion, the inside and outside units needed to be replaced Fidelity sent Champion Air out to inspect the unit and they discovered the same things and came to the same conclusion After several phone calls, Fidelity said they are not going to replace our units due to a prexisisting conditionWe are not certified heating and air conditioning people We had no idea that the units were in horrible shape because they were working the many times we viewed the house We live in Texas, and a home without air conditioning is unbearable

Initial Business Response /* (1000, 5, 2014/05/07) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on April 24, Your concerns are important to our Company; I appreciate the opportunity to respond
We are
aware that you contacted FNHW on behalf of the homeowner regarding a recent service request placed for a plumbing stoppage occurring at the homePlease be advised that each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show on April 23, 2014, a service provider was at the property and was unable to clear the guest bathroom toilet stoppage due to a foreign obstruction in the drain lineThe claim was denied under the "Limits of Liability" #provision of the Contract which reads, "FNHW's liability is limited to failures due to wear and tear during the term of the Contract." A letter confirming the basis for denial will arrive under separate cover to the home
In response to the alleged damaged to the toilet caused by our service provider, our records show that per the technician, he augured the toilet with a rubber/plastic piece at the end, which is used in clearing toiletsHe advised the homeowner told him directly that her brother used a metal snake in an attempt to auger the toilet stoppage and that the scratches were already there prior to the technician's arrival
Please note that as stated under "Terms of Coverage" #of your Contract, "A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each will 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 will be reinstated for the remainder of the contract term."
We understand that you are requesting the cancellation of this ContractIf you wish to proceed, a written and signed request from the homeowner is needed and the refund will be issued to the provider of fundsThe cancellation would be processed according to the term and conditions of the Contract specifically the "Limits of Liability" #which states: "This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of escrow does not occurIf this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHWUpon renewal, this contract is non-cancelable except for non-payment of contract fee, fraud, or misrepresentation of facts."
Sincerely,
*** Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was a misunderstanding about how the scratches occurred, they were there when I, the brother-in-law, first tried to fix the non-working toiletI wasn't present when the plumber was there and understood that he further damaged the toiletThat wasn't the case
I pulled the toilet and removed the blockage (a crochet hook)
We feel that the plumber should have pursued the non-working toilet by pulling the toilet himself, since the warranty was purchased with the understanding that it would solve anything broken after the recent purchase of the home
The website states: "A home is the single largest investment that most people will ever make, and the last thing that any new home owner wants to deal with are costly repairs or replacement of complex or aging systems."
Now, FNHW is saying it only covers "wear and tear."
We believe the complaint is valid and that discovering a non-working toilet week after occupation should qualify as an "aging system," because of what they advertiseOtherwise, any reasonable person would consider this fraudulent
To settle this complaint we would like FHNW to refund a total of $directly to the consumer, not through "provider of funds," before we pursue other legal measures
Final Business Response /* (4000, 9, 2014/05/21) */
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 the plumbing stoppage claimPlease review your contract terms specifically in regards to failures caused by wear 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."
As you were advised in the previous letter, if you wish to proceed with a cancellation of the Contract, a written and signed request from the homeowner is needed and the refund will be issued to the provider of fundsThe provider of funds according to our records for this Contract is the escrow companyThe cancellation would be processed according to the term and conditions of the Contract specifically the "Limits of Liability" #which states: "This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of escrow does not occurIf this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHWUpon renewal, this contract is non-cancelable except for non-payment of contract fee, fraud, or misrepresentation of facts."
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
Consumer Response /* (4200, 16, 2014/06/07) */
This case should NOT be closed, Fidelity Home Warranty made NO attempt to remedy our dissatisfactionThey steadfastly stand behind their small print contract and continue to advertise that is good to have for a new homeowner