Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/05/14) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had as a customer of our company
Each claim is processed under the terms and conditions of the warranty Contract and accepted or
denied on that basisI understand that you were experiencing a failure with your microwaveFNHW determined this failure could not have occurred within the coverage period and therefore is not coveredAs stated in Terms of Coverage #of the Contract, "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** 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."
Additionally, the technician found the garbage disposal was disassembled from the air gapAs stated in Limits of Liability #of the Contract, "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
As gesture of customer service, FNHW has offered to cancel the Home Warranty Contract and process a full refund to the provider of funds which would be the escrow company
Sincerely,
*** Department

Initial Business Response /* (1000, 5, 2015/04/22) */
Our 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
Please accept my
apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers

Initial Business Response /* (1000, 5, 2015/03/02) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 26, Your concerns are important to our Company; I appreciate the opportunity to respond
On
behalf of FNWH, please accept our apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisUpon receipt of your correspondence and further review of your ductwork claim, FNHW set up a continuation service work order (SWO) and authorized the needed repairs to the current ductwork failureAt your earliest convenience, please contact the service company involved so that full resolution of your claim may be reached
It is our 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,
*** Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/07/07) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 24, Your concerns are important to our Company; I appreciate the opportunity to respond
We
understand that you were upset regarding the length of time it has taken to resolve your air conditioning claim and also regarding the vendor who serviced your propertyPlease 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 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
Our records show that as of July 1, the compressor replacement has been completed
As you were verbally advised on June 28, if you have receipts showing the purchase of fans/temporary cooling relief, as a gesture of customer service, FNHW will reimburse up to $of this costPlease fax your paid invoice or receipt to XXX-XXX-XXXX or email to ***@fnf.com
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 /* (3000, 7, 2014/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I informed a customer rep from this company that I didnt save the receipts from the fans I purchased and she assured me that I would still receive a refundI paid another AC company to look at mt AC and they said the whole unit should have been replaced, that it looked like the minimal amount of repairs were made just to keep the unit going until the warranty was expired
Final Business Response /* (4000, 15, 2014/07/21) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
On behalf of FNHW, please accept our most sincere apologies for any inconveniences that you and your family have experienced
We understand that a service technician was at your property and replaced a thermostat on July 18, We are happy to hear that you now have cool air at your propertyThank you so much for your utmost patience and understanding throughout this claim process
If you have any further questions or concerns, please do not hesitate to contact us
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (3000, 13, 2014/07/15) */
response from the business.)
On Sunday, July 13th my central air stopped working againIt was degrees outsideI notified fidelity again and was assured the service tech would try to squeeze me in on the 14th or 15thThe 14th came, no calls, no techI purchased a window unit and my family and I have been camping out in the living roomThe unit keeps the living room fairly cool (around 80) at nightBut during the day its around We'll see if anyone shows up today

Initial Business Response /* (1000, 5, 2015/11/30) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFidelity National Home Warranty (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 basisOur records show that on November 1, 2015, you placed a claim for service of a toilet which was constantly runningOn November 12, 2015, FNHW was advised by the technician from Express Plumbing, Heating and Air, Incthat the fill valve and flush valve for the toilet required replacement, and advised that the parts required would need to be ordered directly from the manufacturerExpress Plumbing, Heating and Air, Incordered the parts and was advised by the manufacturer that those parts were on backorder and would be available on December 11,
You may refer to the Contract's Limits of Liability #section which states in relevant part; "FNHW *** determine whether a covered item *** be repaired or replacedExcept as otherwise noted in this contract, replacements *** 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 *** not be responsible for delays that may occur in obtaining those parts."
However, as a consideration, FNHW is offering cash in lieu of replacement of the toilet pursuant to the Contract's Limits of Liability #section which provides; "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."
On November 30, 2015, a representative of FNHW attempted to contact you to discuss this information; however, was unable to reach youAt your earliest convenience, please contact our Authorization Department at XXX-XXX-XXXX, option #2, to expedite the resolution of your claimAdditionally, as a gesture of customer service, FNHW has waived the service fee for this claim
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

Our dishwasher went out well our house was under home waranty with Fidelity They dispatched a repair person from Sears The repair person inspected the unit, left and charged Fidelity $A day later the unit stopped working again and we reopened the claim Fidelity sent a Sears repair technician out again who diagnosed the issue and left He gave us a bill for $and told us that we needed to handle the rest We called Fidelity and reported this and they made us wait a week before telling us they couldn't help us without sending out another repair technicianWe are extremely dissatisfied with the service we have received through Fidelity and will not be renewing our home warranty with them

We have had home warranty from another organization before, and we were used to competent service and accountability
Not so with Fidelity Home WarrantyOn several occasions, they have sent out incompetent organizations to find a problem, couldn't figure out to solve the problem and only then informed us that it was out of scopeIn just one instance (a lighting issue), we then retained a competent organization to find and correct the addresses it and located the problem in a location that had been missed and was well within scopeWhen we called to ask Fidelity to cover it, they said they don't address those issues over the phone
On another occasion, our bedroom air conditioning stopped working in the midst of a sweltering summerSomeone came out, said he realized he needed to use a ladder and needed an additional person to come to address the problem and leftWhen we asked someone to come by soon, they waited another 2-weeksAnd then Fidelity said that we owed it for the first visit in which the guy without the ladder did nothingWe then were told that the charge for that original non-visit would go down as a denial of payment, affecting our credit rating
Fidelity seems like an ironic name for this organization, and I would encourage others to stay as far from this company as it possobly can

Initial Business Response /* (1000, 6, 2014/01/27) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you felt as a customer of our companyI was disappointed to hear that you of your complaint regarding poor communication in regard to
this claimFNHW operates with the best of intentions and deepest respect for all of our customersOur records show that the FNHW technician offered to schedule an appointment with you within hours of receipt of our dispatch; however, the appointment was not acceptedLater that day, your daughter called FNHW and advised a friend fixed the problem
I understand from your letter that you are requesting cancellation of the prepaid renewal term 2/26/through 2/25/Please be aware that a refund check for $is in process and will be mailed this week from our office to the owner, a Family Trust, at the alternate mailing address on file and you reference in your letter to the Revdex.com
We hope that the value of this home warranty coverage will be beneficial to you for the remainder of the termFNHW 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, 2015/05/20) */
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
Please accept my apologies on behalf of FNHW for
the manner in which your claim was handledFNHW operates with the best of intentions and deepest respect for all of our customersEach claim is processed according to the terms and conditions of the warranty and accepted or denied on that basis
Our records show that the technician advised your air conditioning condenser unit is tons with a ton furnace and coil which is a mismatch of equipmentIt is the technician's professional opinion that the condenser is undersized for the approximate square footage size of your homeThe square feet method for air conditioner sizing used as a rule of thumb and is ton per approximately square feet of floor areaPlease note there are many other factors taken into consideration to correctly size an air conditioning system for a home
We understand that the units are functioning as designed, but because the condenser is undersized it is working harder to cool the homeYour FNHW Comprehensive Plus Plan does cover for repair or replacement for failures due to conditions of mismatched systems in capacity or efficiency provided the system is not undersized relative to the square footage of the area being cooled or heated as stated below:
Mismatched Systems: FNHW *** repair or replace a system or appliance that has failed due to a mismatch in capacity or efficiency provided the system is not undersized relative to the square footage of area being cooled or heatedIf the mismatched system violates a code requirement, the $Code Violation aggregate applies as stated
Our records show you spoke to an assistant manager in our authorization department on the evening of May 8, in regard to the coverage
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response we received from FNWH is a copy of the contract language and does not resolve the ambiguity of the contract language in regards to a mismatched system being undersized for a home (which was and still is our primary coverage issue)Our Warranty Contract, which includes Comprehensive Coverage, does not specify, in any location, the definition of what makes a unit undersized relative to the size of the home (which is the basis on which FNHW is denying coverage)Nor does it provide general parameters, a resource to determine this information, or any other references for a reasonable person to evaluate this exclusionWhen purchasing the home we preformed a home inspection by a Master Home Inspector He did not identify that the cooling system was undersized for the home
Middle Ground Resolution: FNHW could install a used (as opposed to new) 5-ton capacity cooling system and ensure that the system is working properly
Final Business Response /* (4000, 9, 2015/06/15) */
Our records show that after FNHW's response through the Revdex.com you requested service for the thermostatA different company was dispatched by FNHWThe technician advised that they showed you how to use the new thermostat; blew out the primary drain line for the evaporative coil, and added refrigerantThe unit was tested and found working normally and no longer icing
In regard to your request that FNHW replace your air conditioning condensing unit a used one, please be advised that FNHW does not replace equipment or appliances with used unitsAdditionally, there is no reason for replacement of the condensing unit as at this time, the unit has not failedPer FNHW's Limits of Liability # "FNHW's liability is limited to failures due to wear and tear during the term of the contract."
FNHW believes the contract language is clear and that there are no ambiguities in regard to this coverage

Initial Business Response /* (1000, 7, 2015/03/03) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on February 18, Your concerns are important to our Company; I appreciate the opportunity to respond
Please
accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisOur records show you spoke to a manager in our Authorizations department in an attempt to resolve your oven and a second opinion service vendor was sent out to make an evaluation as to the cause of failurePlease note that FNHW is currently awaiting a job report and once available, a representative *** contact you
Should you have any additional questions or concerns do not hesitate to contact us
Sincerely,
*** Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 9, 2015/09/15) */
The claim was dispatched to a local, licensed, independent heating and air conditioning companyThe technician advised FNHW that he found the contactor and compressor failedDue to the diagnosis and the length of time the contract had
been in effect, the was a question of whether or not the air conditioner could have been in good working order at the time the contract beganUpon further review, FNHW has applied coverageOur records show that our customer has been advised that the equipment has been ordered and FNHW is proceeding with the replacement of the failed components pursuant to the terms and conditions of the contract
Initial Consumer Rebuttal /* (3000, 11, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The A/C was finally repaired yesterday - days after it was reportedThe warranty company didn't cover $worth of the repairs and we were out of pocket that amountEvery single one of these items were necessary in order for the repair to be doneIt is unreasonable for these items not to be coveredHad we not paid, our A/C would still be downThe time frame it took them to do the repair is also unreasonable and we have incurred lost rent income as a resultWe want to be reimbursed for our total out of pocket of $
1) Transition fee $
2) Electrical disconnection $
3) Float Switch $
4) Whip $
Final Business Response /* (4000, 16, 2015/10/14) */
Our records show that on September 11, 2015, we re-dispatched the claim for the soonest available appointment in order to proceed with serviceIt was on Friday, September 11, that the new service technician arrived at the home and reported his diagnosis to FNHWThe following business day; Monday, September 14, 2015, the technician provided FNHW with the job bid for the replacement of the A/C condensing unit and A/C evaporative coilAt the time this information was received, a representative from our Authorization Department spoke to a gentleman who was identified as Mr*** at one of the telephone numbers on file, in regard to the non-covered charges associated with the claim and he agreed to those charges
We understand that you contend the modifications specified should be covered under the ContractPlease review your contract terms specifically in regard to modifications located under the Limits of Liability #provision which reads: "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." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract
Final Consumer Response /* (4200, 18, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** was forced to agree verbally to those charges because he was told by the FNHW Rep that unless he agreed, the AC would NOT be scheduled for repairIt had already been over month in 100+ degree weather without AC while FNHW continued to delay repairs in order to find a way out of paying for the repairThe burden of proof of coverage was placed on us from day one by FNHW which we provided within days of them originally denying the full claimThey continued to delay repair which was very costly to us as it caused delays in renovation, lost rent, attorney fees, etc
We received a copy of the policy mailed to us last week (October 8th)The contract states Liability #provision which reads: "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." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract
FNHW may consider this claim to be correctly processed under the terms and conditions of the Contract, but we do notThat clause is very open ended and allows FNHW to disqualify necessary repairs in order to get the AC system running
Our stance on this is how can FNHW claim to cover the repair for an AC, but then expect the policy holder to pay for necessary other costs associated with the repair of the systemThis is unfair and unreasonableNot only were we out of pocket $to the AC Contractor who told us this was all we had to pay, we received a *** from FNHW for $just this week asking for moreWe feel that we should only be responsible for the $service fee and be refunded the $for repairs necessary to have the AC running as it was prior to the claim

Initial Business Response /* (1000, 5, 2014/01/31) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 24, Your concerns are important to our Company; I appreciate the opportunity to respond
Our
records indicate you spoke to an Assistant Manager in our Purchasing Department on January 23, regarding your microwave claimOn January 29, 2014, we received confirmation has been completely resolved under the terms and conditions of the warranty contract
Please be advised that in terms of repairs/replacement of covered items by FNHW, as stated under the "Limits of Liability" #section of your 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 parts."
In response to your request for compensation for the time off work, unfortunately we are unable to honor this request
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 /* (1000, 5, 2014/04/09) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on March 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 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
We understand that you are requesting for your heating system to be repairedEach claim is processed under the terms and conditions of the warranty and accepted or denied on that basisFNHW has had the opinion of two licensed vendors and contends this claim was properly denied under the terms and conditions of the contractWe are very sorry that we were unable to approve repairs for this claimIn that regard, as you know and as stated in your 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."
In response to your request to for a refund toward the cost of the warranty contract, please provide a signed written request for cancellation should you still want to cancel your contractFNHW will honor your request, and process the cancellation according to the Limits of Liability #"...If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW." You may send the cancellation letter to XXX-XXX-XXXX via fax, or email to ***@fnf.com
As a gesture of customer service, the service fee in conjunction with this work order has been waivedThank you for taking the time to read this letter
Sincerely,
*** Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/08/20) */
Our records show that a second opinion service was sent on or around August 13, The plumber snaked the line advised that he was able to clear the kitchen sink stoppageHe ran a camera through the drain pipe line and found no
problems with the pipe
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
We hope that the value of this home warranty coverage *** 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, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fidelity fails to mention that they misdiagnosed the problem - and did so in contradiction to what their contracted plumbers told me when they were at my houseIt wasn't until I spent $to have a plumber I hired to evaluate the pipe that I was able to convince Fidelity to reopen the case and send someone competent enough to fix the problemThey had already closed the case saying the pipe hade a slope issue which they did not cover
Final Business Response /* (4000, 9, 2015/09/08) */
Your concerns regarding the original service vendor were forwarded to our vendor relations department manager to discuss directly with the company involvedPlease note that the complaints received negatively affect the vendor's rating with our CompanyOur records show the covered work was completed, and there were no further drain issues found via camera inspection
Final Consumer Response /* (4200, 11, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a refund of the $I had to spend on a plumber to refute Fidelity's misdiagnosisIt was only after this that Fidelity sent their contracted plumber who was able to fix the issue

I've had a home warranty with Fidelity since 6/20/ When the hot water heater went out on New Years day, 2015, we had prompt service and even though we had to pay out of pocket they covered it and reimbursed me However, in Feb of 2016, on the 8th I filed a service claim for the built in microwave at my home and one or two days later I had to file a claim for a stoppage Today 2/25/16, I still do not have a working microwave and my plumbing issue is still an issue I am out over $because the plumbing company they sent out couldn't find the ground level cleanouts or the sewer line in or days They broke the hall bath toilet by using a snake and it came through the toilet and punch a hole in it The snake was almost in my hallway, when my husband yelled at them to stop I have a huge hole in the front yard where they assumed the sewer line was and was not I have not been reimbursed for anything from the plumbing company and I had to hire other plumbing company to come to the house and take care of the stoppage They found the cleanouts and the sewer line with in minutes of being at the property and they showed up when they said they would I sent them the bid from the other plumbing company and the person I spoke with today stated that they would cash me out at $and that is all they will cover I've been told to go directly to Dispatch home services, the first plumbing company to collect the cost of the damage and the new toilet All that company wants is a copy of the estimate from the top notch company to see if they can come up with a proposal to make me happy Worse customer service I have ever received They claim to be there 24/but most of the time, I have to wait in access of minutes to talk to someone and then nothing is done Horrible company I will not be renewing with them this year They have promised to have "***" call me today about the complaint against the other plumbing company and their purchasing department regarding my microwave Regardless if I receive those calls I am not happy with the service they have provided with the microwave or the plumbing issues Dispatch home services that was sent to our home (the first company) has a D rating with the *** I have filed complaints with ***, my bank for quality of service, with Fidelity and I will also be filing a complaint with the TExas State Board of Plumbers Examiners

Initial Business Response /* (1000, 5, 2014/10/30) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on October 15, Your concerns are important to our Company; I appreciate the opportunity to respond
On
behalf of FNHW, 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 customersOur goal is to provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a homeBy taking the time to bring this issue to our attention, you have given me the opportunity to consider what we can do to prevent similar situations from occurring again
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisFNHW is in receipt of your invoice in reference to the cooktop service call you had placed with your own outside contractorI am pleased to inform you that Fidelity National Home Warranty has accepted your reimbursement requestA check in the amount of $which represents the cost you paid will arrive under separate cover to you within the next 10-business daysPlease be advised that this reimbursement is being given in good faith to assist in the resolution of this matter
We understand that you have been recently in contact with our Authorizations department regarding your cooktopPlease know that FNHW is making every effort and is working diligently towards a complete resolution of your claimThank you for taking the time to read this letter and for your patience during this claim processWe 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,
*** Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/11/20) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on November 17, 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 basisIn regard to your water heater, unfortunately we are unable to honor your request for replacement at this timeOur technicians have advised that the parts which have failed and need to be repaired are the gas control valve and thermocoupleHowever, FNHW is unable to secure these parts as your water heater is subject to a manufacturer's warrantyPlease refer to your Contract's Limits of Liability #provision which states: "Repairs and/or replacements that are subject to a manufacturer's warranty are excluded from this Contract." A letter of denial will arrive to you under a separate cover
On behalf of FNHW, please accept my apologies for any inconveniences that you and your tenant have experienced during this claim processShould 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, 2014/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
fidelity sent a technician several days after the initial complaint the tenants had no hot waterthe technician claimed that the therma coupling was broken but that he couldn't order the partno further reason was givenfidelity sent another technician who diagnosed a different problem with the control valvethat technician ordered the part and a few days later replaced the partthis took EIGHT days from the initial phone callGE overnights the parts, so not sure what the delay wasthe tenants had no hot water for eight daysthe water STILL didn't work right ,but at least it worked sometimes, before stopping all together again a few days laterwhen we called to have it looked at again I was told that something might be wrong with the vent or the gas pressure (although the water heater we had ten years before worked just fine)we had the vent replaced and gas pressure checked by the gas companythe gas company confirmed it was the water heaterwe called fidelity again and they sent another technician who said that the therma coupling needed to be replaced (same as the first technician)i then received a call from fidelity and the agent told me 'we don't work on warrantied water heaters and I will have to call ge." why the agent would say this made no sense to meit sounded like fidelity was bailing out on me, and this was how I feltat this point I called a plumber on my own who fixed the problem in less than two hours and now the water heater works finethis ordeal cost me thousands of dollars in lost rent, co-pays, services fees, materials etc as well as a miserable few weeks for the tenantsthis is complete incompetence on the part of fidelity and I *** not withdraw my complaint because fidelity needs to realize that they failed miserably in delivering even reasonable service and needs to make it rightfidelity can show me all the fine print they wish, but they did not deliver the product that I am paying for and that is the bottom lineif fidelity thinks it's okay to go nearly a month with out hot water then they don't deserve an A+ Revdex.com ratingand should deserve all the bad press I can give theni am a business man who ultimately reached into his own pocket to fix the water heater because that was the right thing to dofidelity should worry less about the fine print and making money and focus on making things right when they were in the wrongthat is good business*** ***
Final Business Response /* (4000, 9, 2014/12/10) */
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 water heater claimAs you are aware, the parts which failed on your water heater were the gas control valve and the thermocoupleFNHW is unable to secure these parts as your water heater is subject to a manufacturer's warrantyPlease review your Contract terms specifically in regard to manufacturer's warranty located in the "Limits of Liability" #provision which reads:
"Repairs and/or replacements that are subject to a manufacturer's warranty are excluded from this Contract."
We are very sorry for any inconveniences that you have experienced during this claim process and that we are not able to assist with your water heater issueFNHW considers this claim to be correctly processed under the terms and conditions of the Contract
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
still not resolvedthey claim that they don't service warrantied water heaters, yet they sent out technicians to handle ithad they just said they don't service warrantied water heaters and advised me how to proceed, then it would have saved me thousands of dollars and many hours of workyou are claiming that you are violating your own contractyou need to be sure that your call centers are better trained and understand your own contractsi am at the mercy of the rep that I talk withyou still mishandled this case on many levels and I will not be satisfied w/your constant reference to the fine print, which you didn't even follow, but repeatedly refer to in this discussionhow about a response w/out the fine print referenceplease justify the sequence of events and your level of servicethank you,

Initial Business Response /* (1000, 6, 2015/07/22) */
Our records show that Fidelity National Home Warranty (FNHW) has approved a cancellation of the Contract and a full refund in the amount of $was processed on July 22, and should be received via check in 10-business days at
the mailing address provided to FNHW
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
I appreciate the opportunity to have been able to respond to your correspondence through the Revdex.com
Initial Consumer Rebuttal /* (2000, 8, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/08/11) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 5, Your concerns are important to our Company; I appreciate the opportunity to respond
Please
accept my sincere apologies for the manner in which you felt you were treated as a customer of our Company and for any inconveniences that you and your family have experienced during this claim processFNHW operates with the best of intentions and deepest respect for all of our customers
Our records show a transfer service work order (SWO) was set up and replacement of the Schrader valves was completed on August 5, and you are now with a working air conditioning system
We understand that you paid $to obtain diagnosis from your own technicianAt your earliest convenience, we ask that you please submit a paid invoice for this cost to our Authorizations Department for reimbursement to: ***@fnf.com or fax to XXX-XXX-XXXXAs a customer service gesture, FNHW *** not be charging you a service fee for your air conditioning call SWO #XXXXXXX
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 youPlease do not hesitate to contact FNHW should you have any additional questions or concernsThank you for your business, we look forward to a continued service relationship with you
Sincerely,
*** Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (2000, 7, 2014/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I purchased my home in with a one-year contract with Fidelity includedI renewed twice since thenMy home was built in and I feel like many of the systems were as old as the homeI the first year I had the air conditioner serviced, the water heater replaced, and the furnace repairedThe next year, I had the air conditioner repaired again, twice, and the garage door opener replacedJust after renewing this year I needed a plumber to replace a stop valve by my toilette, a job that turned out not be trivial due to the age of the original partAlthough I did have problems with some of the service providers, including one that kept us waiting for two weeks with a broken AC, Fidelity was always easy to work withIn the latter case, they switched me to a different AC company and the problem was fixed in a dayThey also have a great policy where the customer can choose their own service provider if neededFidelity will reimburse you a negotiated rate (though it may be less than the full cost)I used this option in one case when my AC broke because I couldn't go a week without AC, waiting for the contractorI found someone to come out on a Sunday, who was willing to work with FidelityI paid up front and Fidelity reimbursed me the entire cost of the service, minus the $deductibleAll in all, having the warranty saved me a lot of money in my first two years of home ownership, and Fidelity has proven to be a good company