Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2016/01/26) */
Please accept my apologies on behalf of Fidelity National Home Warranty for any inconvenience you had during this processThe Company operates with the best of intentions and deepest respect for all of our customersOur goal is to
provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home
The Company is in receipt of your recent correspondence requesting a reimbursement for the dishwasher appliance replacementUnfortunately, we are unable to reimburse you under the terms and conditions of your home warrantyPlease refer to Terms of Coverage #of the Home Warranty ContractWe 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 usWe value your business and look forward to a continued service relationship with you

Initial Business Response /* (1000, 5, 2015/08/06) */
Fidelity National Home Warranty (FNHW) 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 the
information you provided to FNHW was for the failure of a "damper system incorporated with the air conditioner." FNHW determined that the system is not a covered item under your contract and you were advised of the contract's Limits of Liability #which states: "FNHW is not responsible for electronic, computerized, or remote energy management systems including, but not limited to, zone controlled systems, lighting, energy, security, pool/spa, entertainment/media/audio, or appliancesSolar systems and components are not covered."
According to our records, on July 26, 2015, you explained to our service representative that the dampers were a part of the whole house fan; he discussed coverage with you and advised you to submit a copy of your paid invoice showing the details of the services completed so that we may assist with determining possible coverageFor further review of this matter, you may submit a copy of your paid invoice to our Authorizations Department at ***@fnf.com or via fax to XXX-XXX-XXXXOnce FNHW has reviewed the invoice a representative *** contact you
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

Initial Business Response /* (1000, 5, 2014/04/22) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on April 7, Your concerns are important to our Company; I appreciate the opportunity to respond
Please
accept our apologies for any inconveniences you felt as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a homeUpon review of your correspondence, we understand that you were upset due to an ongoing failure to your air conditioning systems at your property
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 show a service technician was at your property and found the blower motors on both air conditioning units were clogged and needed to be cleanedAs stated under the "Limits of Liability" #section of the Contract; 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 flushingAs a gesture of customer service, FNHW has covered the associated cost needed for cleaning
Additionally, the technician also found a section of the ductwork came apart and needed to be reconnected, FNHW has covered the associated cost needed for reconnecting these ductsThe technician also found a section of the ductwork was chewed by animalsAs stated under the "Limits of Liability" #section of the Contract, FNHW is not responsible for failures or damage due animals or pests
It is our understanding leak detection was performed and FNHW determined the evaporative coil for your downstairs unit needed to be replacedFNHW has authorized this replacement under the terms and conditions of your ContractOur records indicate that as of April 14, the evaporative coil replacement; cleaning of the blower motors and reattachment of the sections of ductwork were completedHowever, we are aware of the possible defrost concern occurring after the installation of the evaporative coilPlease be advised that FNHW has been in contact with service technician and is working diligently towards a resolution of your claimThank you for taking the time to read this letter and for your patience during this claim process
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 /* (3000, 7, 2014/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have done some work on the unitsHowever, there is still the question of the possible damage resulting from the unit leaking and running through my attic that has yet to be resolvedI would not feel comfortable agreeing that the situation is resolved without that being completed
Thanks
Final Business Response /* (4000, 9, 2014/05/07) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
Our records show that you have been in contact with an assistant manager in our Customer Relations department regarding your air conditioning claim and the service provider who performed the evaporative coil replacement has been contacted to make an evaluation of the water leaking reported and assist you in a resolution of your air conditioning claim
Should you have any additional questions or concerns do not hesitate to contact us
Sincerely,
*** Department
Fidelity National Home Warranty

Terrible experience, terrible customer service, they didnt allow me to explain the situation talked over me and they don't listenThe person they sent was an hour late, he did not use any tools, was here for only minutes and then his company said they will be back the following day with the right equipmentThe guy never show upI call fidelity they confirms with me over the phone that everything was approvedI call fidelity at 8:00am there customer service gives me the run around about the situationSo I hired a basic plumber paid out of pocket and took care of the problem in 20mThe next week fidelity sends me a bill for service call when there guy didn't do anthing Fidelity didn't want to hear the problem they just wanted they're service feeOn there website page it states that they are here for there customers People this home warranty is a ripe off don't listen to themIt's cheaper to pay out of pocket then to pay fidelityThey find ways not to do the job but still want to get paid

Initial Business Response /* (1000, 5, 2015/02/19) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 12, Your concerns are important to our Company; I appreciate the opportunity to respond
FNHW
operates with the best of intentions and deepest respect for all of our customersEach claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basis
It is our understanding that you contacted our Customer Service department on February 28, requesting reimbursement for your water heater; electrical and heating system services you had performed approximately a week priorYou were verbally advised there were no reimbursement per your Contract's Terms of Coverage #which states,
"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 *** not be responsible for reimbursement of that cost."
Our records show you contacted our Customer Service department on February 6, and again requested reimbursement for the same above mentioned repairsUnfortunately, your request for reimbursement remains denied per your Contract' Terms of Coverage #as stated aboveHad a service work order been set up, FNHW would have had the opportunity to send out one of our vendors to perform an examination of the failuresPlease be advised that as stated under the Limits of Liability #section of your warranty contract, "FNHW's liability is limited to failures due to wear and tear during the term of the Contract."
In regards to the service call placed for your swimming pool/spa services, our records show the jet pump/motor needed to be replaced; however the part was on backorderPer your Contract's Limits of Liability #3, "When parts are necessary for completion of service, FNHW *** not be responsible for delays that may occur in obtaining those parts."
We understand that you were offered cash in lieu of the repairs and accepted $(less the $service fee) which is FNHW's cost towards the repair and you were requesting an increase in the amountUnfortunately we are unable to honor your request; per your Contract's Limits of Liability #11, "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or applianceThe amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the Contract holder."
Our records show there is an open service work order for a garage door opener claimThe service company has attempted to contact you and is awaiting a call back from you to schedule an appointment
Should you have any additional questions or concerns do not hesitate to contact us
Sincerely,
*** Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/08/24) */
FNHW 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 with to conduct business in a manner that
reflects our aspiration as a companyOur records show that the spa company technician was unaware that the FNHW did not provide coverage for this componentThe claim has been denied as the failure is to the electronic control panel and this is listed in the Not Covered section of the Pool/Spa Equipment Option."Not Covered section:
liners - solar related equipment - underground water, gas and electrical lines - skimmers - chlorinator or ozonator - ornamental fountains - waterfalls and their pumping systems - structural and/or cosmetic defects - cost of access to make repairs or replacements - inaccessible portion of the spa jets - pheads - turbo or motorized valves - electronic/computerized controls and/or control panels - pool sweeps and related cleaning equipment - salt."
Your concerns were forwarded to our Vendors Relations Department to discuss directly with the owner of the company involvedPlease note that the complaints received negatively affect the vendor's rating with FNHW
We spoke to spa company in regard to returning the part, and they advised that they have called but have not heard back from youPlease give them a call to make arraignments to return the part
As a gesture of customer service, FNHW is reimbursing the trade call service fee to the credit card on file
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
August 25th we received an unscheduled, unauthorized 'visit' from a Perfect Spas 'tech'The visit consisted of a service truck slowly entering our compound, stopping, and exiting the truck with a pieces of plumbing, placing it on my front steps and driving awayAs I rushed out the door and said "this is how you do business"? The person driving the truck stated "this is what your insurance company said to do - return the parts"Now, this may or may not be the parts removed (I'm no plumber)The fact remains my partially operating fully filled spa is now empty and totally inoperablePerfect Spas has cannibalized the internals of the spa, and service has been denied based on the alleged diagnosis of the most slipshod company I've ever seenPerfect Spas has made no effort to communicate ANYTHING, and FNHW has been dismissive and condescending at every juncture"As a gesture of customer service.." indeed! Our request for a repaired spa, refund of trade service fee AND refund of spa "warranty" - denied on the basis of NOTHING - stands
Final Business Response /* (4000, 10, 2015/09/10) */
When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedPlease accept my sincere apologies on behalf of FNHW for the manner in which this has been handledOur records show that our representative gave you instructions on obtaining your own spa technician to resolve this matter according to the Terms of Coverage #of the contractIn addition, FNHW vendor relations representative *** left you a message today to discuss this matterPlease return his call so that we may assist you with a resolution
Final Consumer Response /* (4200, 12, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
FNHW has been in contact with us and has pledged to contact another business to work on this claimAs of September 17th, we have not been contacted by that businessOur spa remains canabilized, empty and inoperableOur demand for a repaired spa without furter expenditure standsWe are unaware of any monetary compensation (refunded service fee) extended by FNHW as repairation for this fiasco

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
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The records show the Company was advised by the technician that the garage door spring had failedAs stated under the Garage Door Opener section of the Contract; “springs” are not covered
With regard to your request for a refund of the $service fee, the Company must respectfully decline your requestPlease refer to the Terms of Coverage #section of the Contract which states: “Service Trade Call Fee (fee): 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 appointment.”
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

Initial Business Response /* (1000, 5, 2016/01/14) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to
provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home
Our records show a service recall claim was called in on December 18, and a scheduled service appointment was set up for the same day regarding the forced air furnace servicesFNHW approved the replacement of the forced air furnace and once the replacement unit arrived on or around January 4, 2016; FNHW proceeded with the covered replacement under the terms and conditions of the ContractAs stated in the Limits of Liability #of the Contract, "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties."
As a gesture of customer service FNHW has waived your service fee and has offered a reimbursement in the amount of $for the temporary heating equipment purchasedWe 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 usWe value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While my furnace was finally repaired, I had to spend $to heat my home and cancel all my holiday plansTo get the furnace, I had to call multiple times before it was even put on orderI have been in touch with FHW Legal department
I'm very disappointed in this customer service
Final Business Response /* (4000, 9, 2016/01/20) */
The Company regrets the inconveniences you experienced as a result of your furnace replacement and any delays in obtaining the equipmentThe Company has reviewed your letter correspondence dated January 11, and understands that you claim to have spent $for the purchase of three space heatersWhile you have not provided the Company with receipts for these purchases to date, the Company is extending reimbursement in the amount of $toward the costs you incurred for temporary heating as a good faith gesture and accommodationWe appreciate your business and look forward to a continued service relationship with you
Final Consumer Response /* (4200, 11, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I plan to pursue a small claims court decision for compensationI do not believe thier offer is appropriate given the amount of time they went without even ordering or processing the requirement

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 9, 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 basisI understand that you were still experiencing a leak coming from your upstairs bathroom areaOur records indicate a service technician returned to your property on February 18, after initially replacing the gasket on the ptrap for your upstairs bathroom showerUpon further examination, the technician found no plumbing pipe leaks or breaks, however found the shower base pan was leakingAs stated under the "Plumbing System/Stoppages" section of your Contract, shower enclosures and base pans are not coveredA letter of denial *** arrive under a separate cover regarding this item
Should you have any additional questions or concerns do not hesitate to contact us
Sincerely,
*** Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In May we had a leak in the exact same place and the same drip rateFNHW sent a plumber who replaced the P-trap which fixed the issue for months
Now we have exactly the same symptoms in the same location and after several visits the conclusion now is that it would be a hairline crack in the shower tubI do not believe this but it is hard to prove them wrong
Initially, they offered to send another plumber as I questioned the competence of their first choice after his first three unsuccessful visitsEven FNHW service agent agreed on the phone that good practice would have been not to patch up the ceiling until the installed fix had been verifiedInstead their plumber claimed to have fixed it and patched it up so I never had a chance to look at it myself
Now they say if their second choice also concludes that this would not be covered I have to pay another co-pay
What is to stop them from sending me another incompetent plumber all to happy to blame this on a hairline crack and charge me again while I continue to live with a leaking shower
If this had been a hairline crack it would not have gone away for months by replacing the P-trapIn the last visit the plumber just changed the story to the shower base pan leaking without even opening the ceiling again to take a look at it
Final Business Response /* (4000, 14, 2014/04/02) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
Our records indicate a technician serviced your property and found that water was leaking through the caulking at the upstairs bathroom showerCaulking and grouting are not covered, as stated under the "Plumbing System/Stoppages" section of the ContractPlease be advised this service was performed as a courtesy by the service technician
FNHW has set up a service work order (SWO) to have your sheetrock rough patch performedAt your earliest convenience, please contact this vendor for an appointment
It is our understanding that all complaints of leaking occurring have been addressed according to the Contract terms and conditionsShould you have a failure to your shower base pan or issue with caulking and grouting, please be advised these are not covered under the "Plumbing System/Stoppages" section of the ContractFNHW believes this claim to be resolved
Sincerely,
*** Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well,
a) we have been forced to use the hallway shower for some weeks now
b) the plumber came by to give a second opinion but just looked at it and leftWe had to call again for follow-upFirst follwas a no-showToday he was supposed to come back and fix it
c) I had not received any comment about my concern that other damage to the structure from mold and mildew may have occurred due to FNHW's initial position that they could not work on the leak until we wait for it to be big enough to be more easily identified

Initial Business Response /* (1000, 5, 2015/09/02) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedPlease accept my sincere
apologies for your inconveniences in the claim process for your plumbing stoppage
FNHW 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 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 to discuss directly with the company involvedAdditionally, note that the complaints received negatively affect the vendor's rating with our Company
We understand that you contracted with an outside vendor who was able to clear the kitchen sink stoppageOur records show that you have been contacted by a representative from our Authorization Department who advised reimbursement would be issued in full for the retail cost you paid for your plumbing stoppage services
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

Initial Business Response /* (1000, 5, 2015/04/03) */
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 receivedPlease accept my sincere apologies for your inconveniences
in the claim process for your garage door opener
FNHW operates with the best of intentions and deepest respect for all of our customersWe keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a companyOur records show that your concerns were forwarded to our Vendors Relations Department manager in your area to discuss directly with the company involved and assist in resolving this matter to your satisfaction

Initial Business Response /* (1000, 7, 2016/01/07) */
As discussed, your concerns are very important to our CompanyThe Company really appreciates the opportunity to service and respond to your claimWe understand you are disputing the non-covered costs associated with the replacement of
your A/C Condensing unit and Air HandlerOur records show the costs you are responsible for consist of: (1) code upgrades in excess of the $aggregate limit set forth in your home warranty, (2) the cost of modifications necessary to install your replacement equipment, and (3) the cost of duct testing as mandated by California's Title energy efficiency guidelinesPlease review your home warranty, specifically the Comprehensive Option, Limits of Liability #7, and Ductwork sections, as they pertain to your claimIn addition, please be advised that a complete breakdown of these non-covered charges have been sent to you via email as well as US MailPlease review the breakdown and let us know if you have any questions or require additional information
We hope that the true value of this home warranty coverage *** continue to be beneficial and convenient as the Company aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us

I paid this company a lot of money for my home warranty and they did not cover a very basic microwave claimThey charged me a service fee and totally found an unreasonable excuse to not cover the claim

Initial Business Response /* (1000, 5, 2015/06/09) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedTo be frank, there is no excuse
for anyone to be rude to a customerI have forwarded your letter to the Vice President and Manager of our Service DepartmentYou have my assurance that they *** address this with the representatives involved
Please accept my apologies for the frustration you and your family had during this processFNHW 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 ContractOur records show this claim for the air conditioning as the evaporative coil is pluggedA letter of denial is being processed in regard to the claim and *** arrive to your home under separate coverAs a customer service gesture, FNHW *** reimburse the service you paidThe check for the service fee of $*** arrive under separate cover within 10-business days
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
HelloThank you I greatly appreciate the compassion *** have with my sitautionI *** wait for my refund

Initial Business Response /* (1000, 5, 2015/10/14) */
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 that the replacement unit for your air conditioning was ordered on or around September 30, We understand that the scheduled appointment is for the installation is the 21st of OctoberA representative with FNHW *** be in contact with the technician in regard to advise that FNHW is paying the non-covered charges as a gesture of customer service
As stated under Limits of Liability #of the Contract, "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties."
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 usWe value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2015/12/18) */
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 your Home Warranty coverage began on November 17, On November 24, 2015, the Company sent an independent service technician to your Property pursuant to your requestThe technician found that the forced air furnace had multiple failures that were preexisting to the start of the Home WarrantyAs stated in the 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 *** 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 applianceA visual inspection of the covered item verifies that it appears structurally intact and without damage or missing parts that would indicate inoperabilityOperating the covered item is defined as turning the item on and off to ensure that it is operationalWhile turned on, the item operates without causing damage, irregular sounds, smoke or other aboutcomes."
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 usWe value your business and look forward to a continued service relationship with you

Today (11/29/16) I am severely upset with this business right now I just opened up my bill to renew my policy for and noticed an additional charge for a Trade Call Service Fee from 2/24/15! When I called to inquire about this late notice, I was told the service fee was never paid and that my policy had been on hold for the majority of since around February(this means my family's home has been uncovered for about months without notice even though I have paid for the entire year of 2016.) I was told I would have to prove that I paid for the service fee from even though the account rep had the exact check number in her system that I had in my checkbook My bank was able to archive the cancelled check and I have since emailed it to the email provided for me to do so( *** ) This is so ridiculous and irresponsible on their part This issue is 100% not my fault but the blame was put on me, and my coverage suspended I WILL be cancelling this contract How embarrassing for them

Initial Business Response /* (1000, 8, 2015/10/23) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to
provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home
Upon review of your complaint FNHW understands that you are dissatisfied with having to place a new service work order in regard to the failed kitchen refrigerator appliance in your homePlease be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis
Our records show the independent service contractor's appliance technician provided service on or around January 12, and it was the technician professional opinion that the kitchen refrigerator unit had no mechanical failures but was in need of defrosting and maintenanceAs stated in Limits of Liability #of the Contract, "FNHW *** 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 was contacted for further service October 6, and advised a new service fee would be due to send out a technicianAs stated under the Contract's 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."
As a gesture of customer service FNHW has waived service fee and released the service claim for your kitchen refrigeratorWe 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 usWe value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 10, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting your response due to the fact that you are sending another professional technician out to review the SAME issue with my refrigerator and are waiving the fee to do soRegular maintenance is not causing the problem with my refrigerator, thus my original complaint

ABSOLUTE GARBAGE WARRANTY!!! You might as well take your money and set it on fireIt'll be a better investment!!! They weasel their way out of repairing anything with excuses around every cornerI needed some plumbing repaired and I've gotten the run around for FOUR MONTHS!!! Gave up and am paying for the repairs out of pocketThey won but at least I'll have working plumbingTERRIBLE TERRIBLE COMPANY USE SOMEONE ELSE DON'T FALL VICTIM TO THESE SCAM ARTISTS!!!!

Initial Business Response /* (4000, 10, 2014/08/27) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 21, 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 and for any inconveniences that you and your tenant 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 basisOur records show FNHW has authorized replacement of your air conditioning gas package unit under the terms and conditions of your warranty ContractPlease note that there are non-covered charges associated with this replacement, per your request, a letter detailing these charges will arrive to you under a separate cover
You may use this letter as confirmation that FNHW has receipt your electronic mail correspondence requesting reimbursement for a portable air conditioning unit that your tenant obtainedWe ask that you provide a receipt or show a credit card/bank statement for reimbursement consideration as our Accounting department cannot process a refund without said correspondence
Should you have any additional questions or concerns do not hesitate to contact usThank you for your business, we look forward to a continued service relationship with you
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (4200, 12, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent a copy of the email documentation explaining the situation furtherThe portable ac unit was purchased by my tenant and I gave them a discount in rent for $I sent that correspondence to FidelityMy tenant does not have the receiptI can only show that I reduced rent to allow for the tenant to find a way to cool themselves during this excessive length of repair time
I can show deposits on my bank account for June and then the reduced deposit in July.Does that work?
Additionally, what about the additional charges that Royal Services is charging that Fidelity is not covering?