Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2015/08/31) */
Please accept my apologies for the delays in completion of this service and any inconvenience that you and your family have experienced during this claim processFNHW operates with the best of intentions and deepest respect for all of
our customersOur records show that the independent appliance company dispatched by FNHW attempted several repairs on the combination oven and microwave unitUpon review of the claim, FNHW determined to replace the unit and offered you replacement or cash in lieu of replacementThe records show check #XXXXXX was mailed to you on or about August 27, for cash in lieu of replacement

Initial Business Response /* (1000, 5, 2015/01/20) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 6, Your concerns are important to our Company; I appreciate the opportunity to respond
Each
claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisOur records show a technician was at your property on December 3, for a service request you placed on December 1, in regard to your package unit system not working properlyThe technician found that there was a cracked heat exchanger in the system and the only way to repair was to replace the package unitFNHW authorized the replacement of this unit under the terms and conditions of your ContractThe records show our office had a discussion with you on December 18, regarding the non-covered charges related to installation of the new unitPlease note that over time code criteria and units themselves change and upgrades and modifications are necessary in order to maintain proper code criteria and have an item work properly within the configuration of the homeFNHW will pay to correct code violations and/or code upgrades if necessary to effect FNHW-approved repairs or replacement of a covered system or appliance up to the combined aggregate of $per contract as stated under the "Comprehensive Option" section of the ContractAdditionally, as stated under the "Limits of Liability" #section of the Contract; FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications(A letter regarding these charges was sent to you on January 5, 2015.)
We understand a ton Payne 60K BTU Gas/Electric Package MODEL#PY3GNAAXXXXXN was ordered on December 18, and according to our records has been installed; however the CA-Title duct testing is pendingPer your Contract's Ductwork section, "Costs for inspections, diagnostic testing, verification and permits as required by any federal, state or local law, regulation or ordinance, including CA Title requirements" are not covered
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 customersShould 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, 2015/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Aheating and air company installed this unit without permitsI was charged $for pipe work, permits, duct testing, carbon monoxide detector and the work still have not been completed yetMy concern with this poor service is I have this package unit on my home with know permits, no testing has been done to assure me its working properlyBut most of all my safetyI need a time and date when all work is to de completed on my propertyI would also ask for a discount for my inconvenience
Final Business Response /* (4000, 9, 2015/02/06) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
Our records show that our office contacted the service vendor regarding the permitThe vendor advised they attempted to obtain the permit prior however was not able to because there was a past code violation from June 18, that needed to be resolved with the county departmentAs of February 3, 2015, we understand the county department contacted the service vendor and advised all was resolved and they were able to obtain the permitIt is our hope that your claim has been fully resolved
Please accept our apologies; however FNHW is unable to discount the cost of non-covered charges associated with your claim
Sincerely,
Customer Care Department
Fidelity National Home Warranty

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 customersPlease be advised that as a gesture of good faith the Company has waived the service fees
associated with your heating and water heater service work ordersA refund of the service fee payment for the heating service work order will be issuedRegarding your water heater service work order, the records show that as of March 21, 2016, the Company was able to locate a vendor from another service area who advised they could service your homeThe Company sincerely regrets the inconvenience to you and your family during our efforts to locate service.We hope that the true value of this home warranty coverage will continue to be beneficial to youShould 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

Initial Business Response /* (1000, 5, 2015/08/17) */
Upon review of your complaint Fidelity National Home Warranty (FNHW) understands that you are dissatisfied with having to place a new service work order in regard to the failed garbage disposalPlease 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 service was dispatched for a jammed garbage disposal on June 16, The independent plumbing service technician removed debris and a screw from inside of the garbage disposal and was able to unjam the unit
FNHW was not contacted again until August 3, when you advised the unit was leakingAs our service representative advised a new service fee would be due to send out a technician pursuant to 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."
Although, it is not determined if this failure is a new failure or related to the last service, as a gesture of customer service, FNHW has dispatch another plumbing technician to service the garbage disposal under the terms and conditions of the contract without a new service fee dueThe plumbing company *** contact you to schedule the appointment
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Does FNHW expects any reasonable person to wait for weeks to get a leak fixed, while it is ruining all the cabinetry and flooring around? Its like a doctor giving an appointment for an emergency procedure weeks from the day the patient reported itIn top of this, FNHW still have not responded to my online customer service(?) complaint request that I posted on their on website
I went ahead and got the leak fixed independentlyI would like FNHW to return my $I paid for the initial service call for a job performed poorly
Again, my question to FNHW is that why don't you give customers the option to pick and chose the company from where they want to receive service from? The service was provided by County Plumbing in Modesto, CA, which does not seem to have Revdex.com affiliation and has extremely poor ratings on Yelp
If FNHW does not provide me a prompt response, I *** follow other means available to me to not only request for a refund of the service fee, but also for the entire warranty fees (this was my first service request thru' the warranty) as well as for the damages caused due to the leaking garbage disposal
Final Business Response /* (4000, 9, 2015/09/04) */
The independent service providers that work with FNHW are monitored by our Vendor Relations Department for the service they provide on behalf of FNHWYour concerns regarding this company have been forwarded to the regional representative in Vendor Relations for review
Although it is not known if the unjamming of the garbage disposal caused a leak to the unit, or if the unit leaked due to other circumstances; as a gesture of customer service, the service fee for the above referenced service work order for the garbage disposal has been waived; you *** receive a check for the $service fee within 10-business days
FNHW does cover for garbage disposal leaks under the terms and conditions of the ContractPlease submit a copy of the paid invoice for the replacement garbage disposal for our reviewAs an additional customer service gesture, FNHW *** reimburse you a reasonable rate for the garbage disposal and labor to installYou may email that to my attention at ***@fnf.com or fax
Please be advised that FNHW has also sent a letter to you today in regard to your request for assistance through the California Department of InsurancePlease accept my sincere apologies on behalf of FNHW for the manner in which this matter was handled by our Company
Final Consumer Response /* (2000, 16, 2015/09/26) */
As stated in the final resolution, Fidelity National Home Warranty did refund me both the $service fee as well as an additional $for the replacement of the broken garbage disposalI appreciate both Revdex.com and *** Apocada of Fidelity National Home Warranty for following up on this complaint and providing a satisfactory resolution

Initial Business Response /* (1000, 5, 2015/02/09) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 25, Your concerns are important to our Company; we appreciate the opportunity to respond
Each
claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisWe understand that you are disputing the coverage decision regarding your garage door opener services and are requesting for reimbursement towards the cost you paid for a new garage door openerUnfortunately we are unable to reimburse you under the terms and conditions of your warranty Contract
It is the opinion of two different FNHW service technicians that the opener was damaged as a result of being operated while the springs were brokenThis failure is not due to wear and tear, therefore; is not coveredAs stated in the Limits of Liability #of the Contract, "FNHW's liability is limited to failures due to wear and tear during the term of the Contract."
The damage caused to the garage door opener is not covered under the Contract as stated in the Limits of Liability #6: "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."
Because we value your business and look forward to a continued service relationship with you, as a gesture of customer service, FNHW is waiving the service fee in conjunction with your work orderShould you have any additional questions or concerns do not hesitate to contact us
Sincerely,
*** Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/12/29) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on December 24, Your concerns are important to our Company; I appreciate the opportunity to respond
Please
refer to your Contract's Limits of Liability #which states that in regard to cancellations, "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."
Our records also indicate the Contract was ordered under an LLC therefore for your protection, documentation confirming ownership was requested
Should you have any additional questions or concerns do not hesitate to contact us
Sincerely,
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Documentation of Ownership was presented and then a request was made to me to provide a SIGNATURE on a requestI have provided information requested by Fidelity to cancel this policy due to the sale of the homeEach time I feel the cancellation will be processed another request surfaces for additional information which I was not informed of earlierI have used other home warranty companies for warranty coverage in the past and when cancellation is requested it is immediateI am very disappointed in Fidelity and the hassle experienced with what should be a simple cancellation
Final Business Response /* (4000, 9, 2015/01/13) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.comFNHW considers this claim to be resolved
Our records show that the property was sold on or about December 18, The Contract ordered and paid for by the provider of funds, Escrow, who transferred the Contract over to the new buyerPlease refer to your Escrow documents for further information regarding this matter
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract
Sincerely,
Customer Care Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 8, 2015/04/22) */
Please accept my apologies for your inconvenience with this claim for service on your rangeFidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersOur records show that the
touch pad for the range was on factory back orderSince your request for assistance through the Revdex.com, FNHW has authorized to replace the range with a Kenmore cubic foot electric range with convection ovenAs discussed on April 14, FNHW has also offered cash in lieu of replacementPlease contact our purchasing department at XXX-XXX-XXXX option #with your decision at your earliest convenience

Initial Business Response /* (1000, 5, 2014/06/13) */
Contact Name and Title: FNHW
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 9, 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
Thank you for bringing to our attention regarding the first service company's license statusRest assured your concerns were forwarded to our Vendors Relations Department manager and addressed directly with the company's ownerFNHW monitors all vendors for quality to ensure the utmost service is being provided to youPlease be advised the company's license was only temporarily suspended because their bond was in the process of being updatedAttached, you will find confirmation that the license is active
Our records show that your plumbing call was redispatched to an alternate plumbing company for serviceEach claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisAs you have been made aware, the claim was subsequently denied because water was found leaking at the caulking around the kitchen sinkPlease refer to your Contract's "Plumbing System/Stoppages" section which states; "Caulking and grouting are not covered." Additionally, the technician found there was a missing O-ring for your kitchen sink faucetAs stated under the "Limits of Liability" #section of the Contract; "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
We believe this claim was correctly processed under the terms and conditions of your warranty ContractAs a gesture of customer service, the service fee in conjunction with this service work order will be reimbursed onto your credit card
Should you have any additional questions or concerns do not hesitate to contact us
Sincerely,
*** Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had another plumber do the job for $There were no missing partsHe tightened the faucet and the problem is solved
While I appreciate a refund of the service fee, I *** not consider this matter resolved unless you also reimburse me the $for the plumber I called out to fix the problem
Not only was the level of service poor, given the length of time needed to send out a plumber and the fact that the first plumber had a suspended license, but the second plumber misdiagnosed the problem
Again, my own plumber fixed the problem in minutes
Final Business Response /* (4000, 9, 2014/06/26) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
Upon complete review of your claim, FNHW stands by its decision regarding the denial of your kitchen sink faucet claimPlease refer to the "Plumbing System/Stoppages" provision of your Contract, which states caulking and grouting is not coveredAdditionally, failures due to missing parts are not covered by the Contract as stated in the Contract's "Limits of Liability" #
Although you have provided a receipt from your plumber, there is no indication of misdiagnosis by our plumberPlease be advised that FNHW does accept second opinions per the Contract's "Limits of Liability" #which states, "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." However, FNHW is not responsible for reimbursement per the 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."
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,
*** Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The plumber that diagnosed the problem never wrote anything and never spoke to meHe is also plain wrongThere were no missing partsMy plumber tightened the faucet and now it works fine

Initial Business Response /* (1000, 5, 2015/08/05) */
Please accept my apologies for the delay in reimbursement of the service feeFNHW operates with the best of intentions and deepest respect for all of our customersOur review found the dispatched vendor that serviced this work order did
not submit an invoice for the serviceFNHW was unable to reimburse the service fee as there was no record of the service feeIn order to settle this matter FNHW reimbursed a service fee from a previous service work order for the refrigeratorOur records show that the reimbursement check #XXXXXX processed on July 29, for $has cleared as of August 3, Should you have any additional questions or concerns do not hesitate to contact us

Initial Business Response /* (1000, 5, 2014/12/08) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on December 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 warranty contract and accepted or denied on that basisOur records show a service technician was at your property on or about December 6, and found the kitchen sink basket strainer fixture was leakingPer the Plumbing System/Stoppages coverage description of the Contract, FNHW *** cover "Repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage." FNHW does not cover for "fixtures," as stated under the heading "Not Covered"A letter of denial *** arrive under a separate cover
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, 2014/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not coincide with a business that operates with the best of intentionsJust calling something a fixture does not make it soBecause your technician worked on the so called fixture, my sink has gone from dripping a few drops a day, to being inoperableHalf of the sink is still not connectedIf this resonates with you as a company that operates with the best of intentions, there is something very wrong
Again, simply calling the part a "kitchen sink basket strainer fixture" which is not the technical name for itAs any home improvement store, or industry member call it a kitchen sink strainerYou simply added the word fixture there to bolster your fallacious argumentIf you take a look at home depots website, you'll see that it is listed as a sink strainerBy the way, the part is $It is also listed as a sink strainer on lows web siteNo one but fidelity thinks of it as a "fixture." This is a blatant attempt to contravene the clear language of the contract
If you believe that it is reasonable for a simple repair to leave me with an inoperable sink now for days, there is something very wrong with the way fidelity operatesThe warranty is useless, and serves no purpose but to make money for fidelity, while providing no benefit to the consumerPlease explain to me, how fidelity is going to remedy the situation of a sink that is in pieces because of the work done by fidelity
I hope this situation *** be remedied soon, and I *** not need to file additional complaints with the department of insurance, as well as look into civil alternatives
Thanks,
Final Business Response /* (4000, 9, 2014/12/12) */
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 plumbing claimPlease review your contract terms specifically in regard to plumbing fixtures located in the "Plumbing Systems/Stoppages" provision which reads: "FNHW *** cover "Repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage." FNHW does not cover for "fixtures," as stated under the heading "Not Covered."
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,
*** Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue regarding work started by the tecbician leaving my sink inoperable has not been addressedThere is simply a blind assertion of a conclusion posited without factual or logical supportA separate complaint *** now be filed, with the department of insurance as well *** the Revdex.comNot only has Fidelity failed to respond to how they *** address the damage caused by their contractor, they have failed to honor the parts if the contract that are not in dupute

Initial Business Response /* (1000, 5, 2015/07/01) */
We are certainly sorry to hear about this customers concernsA review of their file confirms that they contacted us about a water leak under their stairs on the morning of June 26thThe claim was dispatched to a local, licensed,
independent technician from Topp Quality Sewer & DrainA review of the GA Secretary of State website's professional licensing registration shows that they remain actively licensed for plumbing under license #JPXXXXXX
The technician visited the property that same day and reported to our office that night that the fire sprinkler / fire suppression system was leaking at a fittingWe called the homeowner on the morning of the 27th and explained that the sprinkler line was not covered by the policyThe homeowner was insistent that this was not the problem so we called back to the tech to verify their findingsWe also explained that per the contract the homeowner was welcome to bring in a 2nd plumber to diagnose the problem
We received the estimate from her technician on 6/and it was simply for $It did not have any cost breakdowns (materials / hourly rate) nor was it clear as to the problemWe talked with the homeowner and agreed to send out another opinionOn 6/the claim was assigned to Clog Free Plumbing who carry license #MPRXXXXXX with the secretary of stateClog Free called in on the afternoon of the 29th and (not knowing the first report) explained that the fitting on the fire suppression line has failedThe plumber suggested that this may be covered by the homeowners insurance policy
We called the homeowner and again advised her that the fire suppression system was not coveredThe homeowner remained quite upset and sent us an invoice from Reliable PlumbingThat third invoice also shows that there is a leak at the polybutylene and pvc connection to the sprinkler systemWe again explained that the plumbing section specifically list, "landscaping and/or fire suppression systems" as "Not Covered" by the warranty policy
While we appreciate the homeowners frustration, the state licensed technician's continue to report the same findings at her propertyThis claim remains denied as the failure is specifically excluded from the warranty coverage
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not just support my fire system the pipe support the fire & my plumbing in the homeIt splits off to support both, the issues was not coming from the fire system it was the line going into the houseIf it was only the fire system I could understand that but when a pipe comes into the house and splits off to support both how can you say it covers my plumbing and then not cover it because it's tied to the other system?
Final Business Response /* (4000, 9, 2015/07/07) */
While we appreciate the homeowner's argument; our authorizations team makes their decisions based on the reports from the appropriately licensed techniciansThe reports from those technician's differ from the homeowners explanation which is why we cannot change our findings
Final Consumer Response /* (4200, 11, 2015/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have asked for a written response as to why it was declined I have still not received as requested

I received Fidelity Home warranty as part of me purchasing my new house from the previous ownerMy AC went out the 1st week of July in TexasSince then I have been through different contractors (one of which has star on ***) and now solution to my AC being out
My home hits degrees most days, and I have a wife and a huskey puppyIt is now August 4th and I have called Fidelity around times in this past month (have been supervisors and of them managers)I have heard it all"Sir what else can we do?" (from a supervisor) "You know you can call the guy yourself and get him to your house sooner" "I am on the phone and he is giving me the report now" (I have heard that times this week and still no report) "You can look up your own company and get them to come to your house" (after weeks of no AC)
I am tired of being lied to and the company showing no initiative on their partI have had to have talked to over dozen different employees so I know this isn't isolated to just a few individuals
I have called fidelity about times...they have only tried to contact me times...am I a customer or a nuisance? Am I a paying customer or just a number to them?

Initial Business Response /* (1000, 5, 2015/03/06) */
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
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 or about December 29, and found the main water line was leaking outside the perimeter of the main foundation of the homeAs stated in the Plumbing System/Stoppages coverage description of the Contract, "FNHW's liability is limited to repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage."
In response to your request to cancel your Contract, pursuant to Limits of Liability #of the Contract, "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."
On behalf of FNHW, please accept my apologies for any inconveniences that you and your family have experienced during this claim process; however, we are unable to honor your requests at this timeFNHW considers this claim to be correctly processed under the terms and conditions of the ContractShould you have any additional questions or concerns do not hesitate to contact us
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response, we tried to cancel this policy within days from the date it is written, we closed escrow on December by January X XXXX we request that they terminate the policyThis company if fraudulent and I *** contact the Insurance commission directlyFidelity National needs to refund the policy money nowHolding a person hostage to a payment that they know that *** not honor any defects in the property and poses some kind of loop hole to get them selfs of paying for repairsJust refund the $retro from January 10, The response is unacceptiableI could file in small claims in Sonoma County which after I contact the Insurance commission I just might pursueThis is not a closed case by any means
Final Business Response /* (4000, 9, 2015/03/19) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
At this time, FNHW has processed your claim according to the terms and conditions of your warranty ContractPlease review your Contract terms specifically in regard to plumbing leaks or breaks within the main foundation of the homeAs stated in the Plumbing System/Stoppages coverage description of the Contract, "FNHW's liability is limited to repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage."
In regards to your request for cancellation, pursuant to Limits of Liability #of the Contract, "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 stands by its decision regarding your claim and considers this claim to be correctly processed under the terms and conditions of the ContractFNHW has no further comment regarding this matter
Sincerely,
*** Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want FN to provide me a copy of the signed contract with them showing that both the Real estate agent and *** *** signed and accepted all the terms of their contractAlso we tried to cancel this policy with in days after escrow closedThe terms of cancelation are where only FN have the right to cancel and no revisions for the insured to cancel, contracts should have terms where both parties cancel the policy
So once they have your money you can to get out of their coverageInsurance investigators *** be made aware of thisGet me a copy with my signature and the real estate agent and I *** drop this

Initial Business Response /* (1000, 5, 2015/01/13) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on January 6, Your concerns are important to our Company; I appreciate the opportunity to respond
Each
claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisOur records indicate that your FNHW Contract expired on November 23, Our records also show that on or about October 6, 2014, repairs to your refrigerator were completedThere was no indication by you that you were having a failure to your refrigerator until you notified FNHW on January 6, 2015, via Revdex.com, well after the recall period from the SWO (service work order) dated October 3, As stated under the Terms of Coverage #section of your Contract, "Service work is guaranteed (without an additional service trade call fee) for days on labor and days on partsThe 30/90-day guarantee only applies to malfunctions that are reported to FNHW during the term of this contractPest control service work is guaranteed for days from the original date of service."
Additionally, per the Terms of Coverage #section of your Contract, "If a covered system and/or appliance fails during the contract term, the contract holder must contact the Fidelity National Home Warranty (FNHW) Customer Service Department toll free at X-XXX-XXX-XXXXCalls are received hours a day - days a weekShould the contract holder contract directly with others, or do the work themselves, FNHW will not be responsible for reimbursement of that cost."
FNHW considers this claim to be correctly processed under the terms and conditions of the ContractShould you have any additional questions or concerns do not hesitate to contact us
Sincerely,
*** Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/12/03) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on November 19, Your concerns are important to our Company; I appreciate the opportunity to respond
Each
claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show a service technician was at your property on or about October 17, and upon arrival found that the garage door opener was disengaged from the locked garage door and was not plugged inUpon inspection, he advised that the garage door and rails were damaged because the opener was being run while still disengaged from the door which was still lockedPlease be advised that per your Contract's Garage Door Opener section, FNHW does not cover for "garage doors," as stated under the heading "Not Covered." Therefore, we are unable to reimburse you for the replacement of your garage door under the terms and conditions of your warranty Contract
We understand that you were also disputing the $service feePlease note that per your Contract's Terms of Coverage #3, "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 *** be reinstated for the remainder of the Contract term." As a gesture of customer service, the service fee in conjunction with your work order has been waived
Sincerely,
*** Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with his version about the garage openerHe damaged the door when he was inspecting the garage openerThe door was in perfect condition before he arrived to inspect the garage openerHe personally damaged the door because failed to inspect if the door was even lockedHe is completely lying about the report he made to the companyAbout the inspection door charge, I will agree to pay the money because I am an honest person and I always take care of my creditIf I have to pay the warranty for the garage opener repair which he NEVER fixed and instead of fixing the garage opener he damaged the door, but I *** agree to pay the $for the visit anyways because like I said I am honestHowever, if you are an honest company you must pay for the damage that your DISHONEST employee caused to my garage door which I had to replace and fix the garage opener and door with another companyMy question is, who is going to be responsible to pay the damaged that he caused????? He came to fix the garage opener I never said that the garage DOOR was damagedI only said that the garage opener was not working properlyIf I owe to the company $dollars just send me the *** to pay the quantity that I had to pay for the visit which I specifically called and explained that I don't have to pay for service because the service was never done or completed and when I calledOnly damage was done when he arrived
Final Business Response /* (4000, 9, 2014/12/30) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisYou may use this letter as confirmation that our Vendor Relations Department has contacted the service company involved in an effort to resolve your garage door opener claimPlease be advised that the service company will be contacting you to make arrangements for reimbursement towards your garage door repair
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
Should you have any additional questions or concerns do not hesitate to contact us
Sincerely,
*** Department
Fidelity National Home Warranty
Final Consumer Response /* (2000, 11, 2015/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted their proposed resolution, but I am not agree to received just half of the cost of the garage door opener because I did an agreement before to contact you, but that does not mean that I was agree with that decision.it was the reason that I contact you because they supposed to pay for the entire door and not halfUnprofessional people like this company do not deserve that nobody recommend the companyThe owner of the company called me and said that he is going to send me a check to paid for half of the repair door opener, but I have not heard from him since he called me two weeks ago to let me know that he was sending my money and I did not received my money yetI do not know if he is going to pay me or notI am really tired of this situation that I would like to resolve this issue as soon as possibleI am really tired of people like this company that I do not want even mention their name because it is very frustrated to me to deal with people like themNot good service at all and unprofessional people

Initial Business Response /* (1000, 5, 2016/04/05) */
The records show the Company processed a refund in the amount of $on March 24, This refund will appear as a credit on the card used for paymentPlease be advised this refund is subject to the individual processing time of
your banking institution
Thank you for your business, we look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 7, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/15) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claimFNHW operates with the best of intentions and deepest respect for all of our customersBy taking the
time to contact us, you have not only given us the opportunity to assist you with your concerns, but also to consider what we can do to prevent a similar situation from occurring again
Our records show FNHW has authorized the repair of your Cooktop under the terms and conditions of your ContractThese repairs were completed on or about October 5,
FNHW determined to repair the clothes washer in accordance with the your contract's Limits of Liability #3, which states in relevant part; "FNHW *** determine whether a covered item *** be repaired or replaced." As an alternative to the repairs, FNHW offered cash in lieu of repairs for the clothes washer pursuant to the 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."
The records show on the afternoon of October 15, you advised FNHW to complete the authorized repairs for your clothes washer according to the terms and conditions of your contractAs you were advised by our Purchasing Department the parts for the repairs are estimated to ship to the vendor within three business days
Should you have any additional questions, please do not hesitate to contact usWe value your business and we look forward to a continued service relationship with you

Initial Business Response /* (1000, 5, 2014/04/17) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on April 4, Your concerns are important to our Company; I appreciate the opportunity to respond
We
understand that you were upset regarding FNHW's coverage decision in reference to your dishwasher claimOur records indicate a service technician was at your property on April 4, due to a complaint the dishwasher was not working properly by not going through cycles and not drainingUpon further inspection, the technician found the dishwasher pump and motor were damaged due to debris such as: glass, paper and plastic wrappers found inside the dishwasherThis failure is not due to wear and tear, therefore; is not coveredAs stated under the "Limits of Liability" #of the Contract; FNHW's liability is limited to failures due to wear and tear during the term of the Contract
Each claim is processed under the terms and conditions of the warranty and accepted or denied on that basisFNHW considers this claim to be properly denied under the terms and conditions of the ContractShould 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, 2014/06/16) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on June 9, 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 basisAdditional information is needed in order to completely resolve your claim under the terms and conditions of your ContractAt your earliest convenience, please submit the photo of your mainline cleanout and invoice from your second opinion service provider to our Authorizations Department for further review to: ***@fnf.com or fax to XXX-XXX-XXXX
Sincerely,
*** Department
Fidelity National Home Warranty
Consumer Response /* (3000, 12, 2014/07/28) */
Hi, I have never received any response from Fidelity National Home WarrantyPlease reopen the case
Business Response /* (4000, 15, 2014/08/13) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
As a gesture of customer service, FNHW has processed a check in the amount of $on August 13, toward the cost you paid Chase Rooter for your plumbing servicesThis amount reflects the $service fee deductionThis reimbursement check *** arrive under a separate cover within 10-business days from the processed date
On behalf of FNHW, please accept our sincere apologies for any inconveniences you and your family experienced during this claim process
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,
*** Department
Fidelity National Home Warranty

Initial Business Response /* (1000, 5, 2014/08/06) */
Please accept my apologies for the frustration you and your family had in regard to the plumbing stoppage claimFNHW operates with the best of intentions and deepest respect for all of our customersPlease forward a copy of the paid
invoice to the plumber you mention in your letter to FNHW at ***@fnf.com reference Service Work Order # XXXXXXXFNHW *** reimburse any Contract covered cost associated with clearing of the stoppage
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 Consumer Rebuttal /* (2000, 7, 2014/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)