Initial Business Response /* (1000, 5, 2015/05/22) */
FNHW operates with the best of intentions and deepest respect for all of our customers; please accept my apologies on behalf of the company for your inconvenience
Our records show Our Customer Relations Manager has been in contact with you to
resolve this matter, and that FNHW has authorized replacement of the microwave oven or cash in lieu of replacement
FNHW appreciates you providing us with your experience as it gives us the opportunity to improve the service we provide to our customers
The Company has investigated the information regarding your claim for your dishwasherReview of your claim information shows that the Company has authorized the replacement of your Dishwasher pursuant to the provisions of your home warranty contract
Please accept my apologies for any inconveniences you have experienced during the course of replacement of your Dishwasher
We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
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 The Company is in receipt of your complaintPlease be advised the Company is currently
researching the information regarding your claimOnce a determination has been reached regarding the matter the Company will contact youWe appreciate your patience while we look in to the matter Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 6, 2015/06/25) */
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 companyUpon review of the file and your complaint, your concerns were forwarded to our vendor relations area managerOur records show he has dispatched the work order to a different pest control company in your area
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 your inconveniences in the claim process for your Termite claimAs a gesture of customer service, FNHW has waived the service fee associated with the claimWe value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 8, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The new pest control company knows what they are doingThey explained everything in great detail and I *** definitely keep their card for any future bug concerns:-) Thank you Fidelity for switching companies
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
Please refer to the Company’s letter dated July 27,
Should you have any
additional questions or concerns do not hesitate to contact us
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
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, 2015/12/07) */
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 on November 5, the technician reported when he arrived on site that the water heater was disassembled/disconnectedPer the Limits of Liability #section of the Contract; "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
Should you have any additional questions or concerns in regards to this service, please do not hesitate to contact our Authorizations Department at XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not deny that the water heater was "disconnected." It was disconnected and removed because it was falling through the floorThis was a serious safety hazard that required immediate attention, regardless of what Fidelity's "terms and conditions" dictatedThe possibility of explosion or fire caused by a water heater falling on a gas line placed my life and my neighbors' lives in perilFidelity is using their "terms and conditions" as an excuse to find ways NOT to pay claims to customersI am one of those customers; I paid my insurance premiums promptly and I expect the services I paid for in returnMy policy covers the cost of a new water heater, and that is what I want
Final Business Response /* (4000, 9, 2015/12/21) */
The Company has reviewed your claim of November 5, and considers this claim to be correctly processed under the terms and conditions of the ContractIn regard to your contention that the conditions of the leaking water heater posed an immediate threat to your person and/or property, the Company maintains that alternate action could have been arranged to mitigate additional damages that would not invalidate the coverage provided by the Home Warranty contractThese alternate actions include but are not limited to: closing the main water supply to the home, draining the water heater tank, turning the circuit breaker for the water heater to the "off" position, and closing the gas supply valve at the water heaterThe Company stands by its decision regarding the denial of your water heater claim in accordance with the previously quoted Limits of Liability #section of the Contract
Final Consumer Response /* (4200, 11, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fidelity's proposed "alternate actions" are laughableEverything they suggested to "mitigate additional damages" was accomplished when the water heater was removedThe fact that it was in imminent danger of falling through the floor, with potentially hazardous results, is completely disregardedBeing a handicapped, single elderly woman, I acted in a manner that any reasonable prudent person wouldThat is, I immediately sought help to remedy a dangerous situationFidelity is merely hiding behind their "Limits of Liability" to avoid doing the right thing
Initial Business Response /* (1000, 5, 2015/06/29) */
FNHW operates with the best of intentions and deepest respect for all of our customersAll claims are processed according to the terms and conditions of the contractIn this case, the failure was a freeze break of a pipe inside a wall of the
homeAlthough FNHW covers for many failures to the systems and appliances in the home, failures due to "freeze" are not covered as stated the contract's limits of liability #5:"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload..."
Our records show, FNHW Assistant Manager *** has been in touch with you in regard to the service fee as well as cash in lieu of service for closing the opening the plumber made to a rough patch finish as per the Plumbing System and Stoppages section of the ContractAs advised by ***, FNHW paid the technician to diagnosis the failure which included opening of the wallThe service fee is due as per your Contract Terms of Coverage #3:"Service Trade Call Fee: There is a $service call fee due for each trade call, or actual cost of service, whichever is less, paid to the independent service contractor at the time of serviceFor example, if a contract holder needs both a plumber and an appliance technician, each *** require a separate service trade call feeFailure to pay the service trade call fee *** 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 termService requests must be received prior to the expiration of the contract term." Cash in lieu for closing the wall opening *** arrive under separate cover within 10-business days
FNHW values your business and looks forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the response from Fidelity
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
Please refer to the Company’s letter dated September 1,
Should you have any additional
questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/09/17) */
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
Our records show the replacement of the evaporative coil for your air conditioning unit was authorized by FNHW and the non-covered costs for Title duct testing were approved by the homeowner on September 9, As stated under Limits of Liability #4, "When federal, state or local regulations, building and/or similar code criteria require improvements and/or additional costs to service a covered system and/or appliance, including permits, the costs to meet the proper code criteria shall be the sole responsibility of the contract holder, except where otherwise noted in this contractFNHW *** be responsible for repairs and/or replacement of covered systems and/or appliances after the proper code criteria are met, except where otherwise noted in this contractWhen upgrading covered systems, parts or components to maintain compatibility with equipment manufactured to be compliant with R-410A and SEER (Seasonal Energy Efficiency Ratio) standards, FNHW is not responsible nor liable for the cost of construction, carpentry, or other structural modifications made necessary by installing different equipmentFNHW is not responsible to perform service involving hazardous or toxic materials and/or conditions of asbestos."
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 Business Response /* (1000, 6, 2015/10/22) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersEach claim is processed under the terms and
conditions of the warranty contract and accepted or denied on that basis
Our records show on August 13, the technician reported the main water supply shut off valve located outside the main foundation of the home was leakingThis shut off valve is not a waste and stop valveAlthough the contract provides coverage for the waste and stop valves, it does not provide coverage for the shut off valveAs stated in the terms of coverage #8; "This contract covers only those parts, components, systems and appliances specifically mentioned as covered and excludes all others."
It is our hope that the value of this home warranty coverage *** continue to be beneficial as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX XXX-XXXXIf you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, South Spring St., Los Angeles, CA (phone XXX-XXX-XXXX)
Initial Consumer Rebuttal /* (3000, 8, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response
I am not sure why your technician reported "Main water supply shut off valve"My main water supply shut off valve is on the curb side, which was not a problem
The damaged valve was the "stop and waste valve" on which the claim is denied
Final Business Response /* (4000, 11, 2015/11/11) */
As you are aware and per your own technician the ball valve for the main water supply was replacedHe also replaced the ball valve for the irrigation system; which is not covered as stated in the not covered section under the Plumbing System/Stoppages coverage description of the Contract; "indoor/outdoor sprinkler systems" are not coveredAlthough we appreciate the photograph you supplied to FNHW from the internet, it is not a picture of the specific valve that was removed from your home; and therefore, our decision for denial of the claim remainsWe do value your business, and as an accommodation FNHW has waived the service fee for this work orderFNHW hopes that the true value of the home warranty coverage *** continue to be beneficial and convenient as we aim to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Final Consumer Response /* (4200, 13, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) The picture from internet is only to make sure that the item is a Stop valveI do not think it needs to be a real picture because your technician visited the site and denied the coverage for a reason as stated by you earlier "stop valve being located outside the foundation of the main building"Which is what is supposed to be covered as per the contract
2) Yes, the stop valve and the sprinkler stop valve were both replaced by my alternative plumberYou should accept the claim on the eligible stop valve rather than denying and defending the rightful part of it
3) The leaking Stop valve being outside the foundation of the building was the reason you denied me the service and the claim as per your prior communicationsInstead of talking about pictures and sprinkler valves please reimburse the eligible portion of my claimI do not want to move away from this reconciliatory form to Department of Insurance since I still feel you are a responsible company
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
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
Please refer to the Company’s letter dated September 7,
Should you have any
additional questions or concerns do not hesitate to contact us
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 refer to the Company’s letter dated June 26, Should you have any additional questions or
concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/09/23) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers; I appreciate the
opportunity to respond
Our records show that on September 21, 2015, a representative from our *** Department contacted you in regard to this matterYou advised you would be obtaining service from your own technician outside of FNHW's network for your refrigerator and kitchen hood fanOnce you have a paid invoice from your technician you may submit that for reviewOnce FNHW has reviewed all information a representative *** contact you
Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/06/02) */
Please accept my apologies on behalf of FNHW for any inconveniences you experienced in relation to the factory parts delay for the rangeI understand that the appliance company has an appointment scheduled to install the parts on Friday June 5,
On behalf of FNHW as a gesture of customer service, the appliance company is refunding the $service fee you paid to your credit card usedThis is receipt #***We value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The appliance company did indeed contact me a few days after I submitted this complaint (independent of the complaint) to inform me that the parts had arrived and to schedule an installationHopefully the installation *** proceed smoothlyI appreciate the $refund, although this wasn't the appliance company's fault, so I don't think they should be the ones footing the ***Although I consider this matter resolved, I continue to be disappointed with FNHW's customer service, as it is now clear that all they had to do in order to provide an estimated repair date was to contact the local appliance company - a phone call that was apparently not worth it to them, as they would rather just tell me "we have no idea, just wait"
Final Consumer Response /* (3000, 12, 2015/06/26) */
My oven and gas range remains brokenThe appliance repair company came out with the parts and they were unable to fix the problemSo they ordered new parts and came out again, and were again unable to fix the problemNow Fidelity Home Warranty has decided to enlist a new repair company to come out and diagnose the problem separatelyThis *** be the fifth visit I have had to schedule, and there appears to be no end in sightEvery visit is hours out of my day, and although I have repeatedly requested that Fidelity simply replace the oven and gas range, they continue to ineffectually try to fix it, because apparently my time means nothing to them
Note that I can't take their cash out option because it's based on their assessment of the cost of repairs, which is clearly incorrect because their repairs keep failing to fix the problem
All I want is a gas range and oven that worksIt's been months, and at least hours of waiting around for appointments, talking on the phone, and arguing with this companyI have never been more disgusted with a company's customer service
Initial Business Response /* (1000, 5, 2015/06/29) */
FNHW 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 homePlease accept my apologies for the manner in which you felt you were
treated as a customer of FNHW
Our records show that FNHW has approved replacement of the air conditioner's condenser and evaporative coil per the terms and conditions of the contract, and that the replacement should be completed early this week
We hope that the 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, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***I am rejecting this response because: A different technician was sent but we were not notified ahead of time that he was comingFortunately I was able to locate the tenantsHowever, the refrigerator is still not fixedThe technician was afraid to use the part Sears sent which was for the freezer and not the refrigerator anyhowHe said he would be back the next day but did not showWe still do not have a working refrigerator and it is now nearly three weeks. Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/14) */
Upon review of your complaint I understand that you are dissatisfied with the service for the pool equipment claimAccordingly you are requesting to have another company inspect the system for any covered failuresPlease accept my apologies
for the manner in which you felt your claim was handled by our companyFNHW operates with the best of intentions and deepest respect for all of our customersEach claim is processed under the terms and conditions of the warranty and accepted or denied on that basis
The independent service technician evaluated the pool and spa equipment and advised FNHW that he did not find any failures to the above ground equipment or control panelHe observed that that the air tubing is working but that the water was not coming out with full pressure through the spa jetsIt is his professional opinion that the problem lies in the piping for the pool spa combination which is located underground
Consequently, the claim was denied by FNHW as the pool and spa equipment coverage is for above ground and accessible parts and components of the filter, pump and heaterAs stated in your contract under the Pool/Spa Equipment Option:
Standard Items: All above ground and accessible parts and components of the filtration, pumping and heating system (including the pool sweep pump, pump motor, blower motor and timer)
Not Covered: Lights - 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
For further review of this claim, you may submit your own second opinion to ***@fnf.com pursuant to the contract's Limits of Liability #2:
"FNHW reserves the right to obtain a second opinion at its own expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion."
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I completely understand that some things are not covered and would understand if this wasntHowever, the issue is that the technician went to the property hours AFTER his window (at 7:30pm) and told us he did NOT do a proper service call because he did not have timeHe said he only turned the equipment on and off and the jets did not turn onWe knew that, that is why we called to have someone come outHe did NOTHING to diagnose it so he does not know if the problem was underground or notWe should not have allowed him to even enter the pool area that day and should have made him come at a time specified when he had more timeWe have since paid to get the pool jets repaired and it was NOT undergroundIt was a bad sensor that WE paid to replace so the tenants would be happyWe are NOT satisfied with Fidelity OR the company sent out to service the pool and had to pay over $to get it repaired and have a PROPER service call come out
Final Business Response /* (4000, 16, 2015/08/25) */
Please accept my apologies on behalf of FNHW for any inconvenience in regard to this serviceThe companies that FNHW uses to perform service are monitoredThis matter has been brought to the attention of our vendor relations manager in that area to discuss with the owner of the companyOur records show you spoke to a manager in our Authorizations department who notified you that the technician found the filtration system sensor that was in need of repair was a component of the salt water systemOur records also show that the Coverage Option for the "Salt Water Pool Equipment" coverage was not purchased for this Contract when you renewed; therefore, the sensor is not coveredYou were advised the back flush cleaning and maintenance for the above ground line repair was due to calcium build upAs 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 is pleased to have been able to provide service recently to the horse power pump and impeller shaft and o ring of the pool equipment
Final Consumer Response /* (2000, 18, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/22) */
FNHW operates with the best of intentions and deepest respect for all of our customers; please accept my apologies on behalf of the company for your inconvenience
Our records show Our Customer Relations Manager has been in contact with you to
resolve this matter, and that FNHW has authorized replacement of the microwave oven or cash in lieu of replacement
FNHW appreciates you providing us with your experience as it gives us the opportunity to improve the service we provide to our customers
The Company has investigated the information regarding your claim for your dishwasherReview of your claim information shows that the Company has authorized the replacement of your Dishwasher pursuant to the provisions of your home warranty contract
Please accept my apologies for any inconveniences you have experienced during the course of replacement of your Dishwasher
We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
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 The Company is in receipt of your complaintPlease be advised the Company is currently
researching the information regarding your claimOnce a determination has been reached regarding the matter the Company will contact youWe appreciate your patience while we look in to the matter Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 6, 2015/06/25) */
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 companyUpon review of the file and your complaint, your concerns were forwarded to our vendor relations area managerOur records show he has dispatched the work order to a different pest control company in your area
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 your inconveniences in the claim process for your Termite claimAs a gesture of customer service, FNHW has waived the service fee associated with the claimWe value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 8, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The new pest control company knows what they are doingThey explained everything in great detail and I *** definitely keep their card for any future bug concerns:-) Thank you Fidelity for switching companies
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
Please refer to the Company’s letter dated July 27,
Should you have any
additional questions or concerns do not hesitate to contact us
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
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, 2015/12/07) */
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 on November 5, the technician reported when he arrived on site that the water heater was disassembled/disconnectedPer the Limits of Liability #section of the Contract; "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
Should you have any additional questions or concerns in regards to this service, please do not hesitate to contact our Authorizations Department at XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not deny that the water heater was "disconnected." It was disconnected and removed because it was falling through the floorThis was a serious safety hazard that required immediate attention, regardless of what Fidelity's "terms and conditions" dictatedThe possibility of explosion or fire caused by a water heater falling on a gas line placed my life and my neighbors' lives in perilFidelity is using their "terms and conditions" as an excuse to find ways NOT to pay claims to customersI am one of those customers; I paid my insurance premiums promptly and I expect the services I paid for in returnMy policy covers the cost of a new water heater, and that is what I want
Final Business Response /* (4000, 9, 2015/12/21) */
The Company has reviewed your claim of November 5, and considers this claim to be correctly processed under the terms and conditions of the ContractIn regard to your contention that the conditions of the leaking water heater posed an immediate threat to your person and/or property, the Company maintains that alternate action could have been arranged to mitigate additional damages that would not invalidate the coverage provided by the Home Warranty contractThese alternate actions include but are not limited to: closing the main water supply to the home, draining the water heater tank, turning the circuit breaker for the water heater to the "off" position, and closing the gas supply valve at the water heaterThe Company stands by its decision regarding the denial of your water heater claim in accordance with the previously quoted Limits of Liability #section of the Contract
Final Consumer Response /* (4200, 11, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fidelity's proposed "alternate actions" are laughableEverything they suggested to "mitigate additional damages" was accomplished when the water heater was removedThe fact that it was in imminent danger of falling through the floor, with potentially hazardous results, is completely disregardedBeing a handicapped, single elderly woman, I acted in a manner that any reasonable prudent person wouldThat is, I immediately sought help to remedy a dangerous situationFidelity is merely hiding behind their "Limits of Liability" to avoid doing the right thing
Initial Business Response /* (1000, 5, 2015/06/29) */
FNHW operates with the best of intentions and deepest respect for all of our customersAll claims are processed according to the terms and conditions of the contractIn this case, the failure was a freeze break of a pipe inside a wall of the
homeAlthough FNHW covers for many failures to the systems and appliances in the home, failures due to "freeze" are not covered as stated the contract's limits of liability #5:"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload..."
Our records show, FNHW Assistant Manager *** has been in touch with you in regard to the service fee as well as cash in lieu of service for closing the opening the plumber made to a rough patch finish as per the Plumbing System and Stoppages section of the ContractAs advised by ***, FNHW paid the technician to diagnosis the failure which included opening of the wallThe service fee is due as per your Contract Terms of Coverage #3:"Service Trade Call Fee: There is a $service call fee due for each trade call, or actual cost of service, whichever is less, paid to the independent service contractor at the time of serviceFor example, if a contract holder needs both a plumber and an appliance technician, each *** require a separate service trade call feeFailure to pay the service trade call fee *** 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 termService requests must be received prior to the expiration of the contract term." Cash in lieu for closing the wall opening *** arrive under separate cover within 10-business days
FNHW values your business and looks forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the response from Fidelity
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
Please refer to the Company’s letter dated September 1,
Should you have any additional
questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/09/17) */
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
Our records show the replacement of the evaporative coil for your air conditioning unit was authorized by FNHW and the non-covered costs for Title duct testing were approved by the homeowner on September 9, As stated under Limits of Liability #4, "When federal, state or local regulations, building and/or similar code criteria require improvements and/or additional costs to service a covered system and/or appliance, including permits, the costs to meet the proper code criteria shall be the sole responsibility of the contract holder, except where otherwise noted in this contractFNHW *** be responsible for repairs and/or replacement of covered systems and/or appliances after the proper code criteria are met, except where otherwise noted in this contractWhen upgrading covered systems, parts or components to maintain compatibility with equipment manufactured to be compliant with R-410A and SEER (Seasonal Energy Efficiency Ratio) standards, FNHW is not responsible nor liable for the cost of construction, carpentry, or other structural modifications made necessary by installing different equipmentFNHW is not responsible to perform service involving hazardous or toxic materials and/or conditions of asbestos."
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 Business Response /* (1000, 6, 2015/10/22) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersEach claim is processed under the terms and
conditions of the warranty contract and accepted or denied on that basis
Our records show on August 13, the technician reported the main water supply shut off valve located outside the main foundation of the home was leakingThis shut off valve is not a waste and stop valveAlthough the contract provides coverage for the waste and stop valves, it does not provide coverage for the shut off valveAs stated in the terms of coverage #8; "This contract covers only those parts, components, systems and appliances specifically mentioned as covered and excludes all others."
It is our hope that the value of this home warranty coverage *** continue to be beneficial as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX XXX-XXXXIf you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, South Spring St., Los Angeles, CA (phone XXX-XXX-XXXX)
Initial Consumer Rebuttal /* (3000, 8, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response
I am not sure why your technician reported "Main water supply shut off valve"My main water supply shut off valve is on the curb side, which was not a problem
The damaged valve was the "stop and waste valve" on which the claim is denied
Final Business Response /* (4000, 11, 2015/11/11) */
As you are aware and per your own technician the ball valve for the main water supply was replacedHe also replaced the ball valve for the irrigation system; which is not covered as stated in the not covered section under the Plumbing System/Stoppages coverage description of the Contract; "indoor/outdoor sprinkler systems" are not coveredAlthough we appreciate the photograph you supplied to FNHW from the internet, it is not a picture of the specific valve that was removed from your home; and therefore, our decision for denial of the claim remainsWe do value your business, and as an accommodation FNHW has waived the service fee for this work orderFNHW hopes that the true value of the home warranty coverage *** continue to be beneficial and convenient as we aim to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Final Consumer Response /* (4200, 13, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) The picture from internet is only to make sure that the item is a Stop valveI do not think it needs to be a real picture because your technician visited the site and denied the coverage for a reason as stated by you earlier "stop valve being located outside the foundation of the main building"Which is what is supposed to be covered as per the contract
2) Yes, the stop valve and the sprinkler stop valve were both replaced by my alternative plumberYou should accept the claim on the eligible stop valve rather than denying and defending the rightful part of it
3) The leaking Stop valve being outside the foundation of the building was the reason you denied me the service and the claim as per your prior communicationsInstead of talking about pictures and sprinkler valves please reimburse the eligible portion of my claimI do not want to move away from this reconciliatory form to Department of Insurance since I still feel you are a responsible company
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
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
Please refer to the Company’s letter dated September 7,
Should you have any
additional questions or concerns do not hesitate to contact us
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 refer to the Company’s letter dated June 26, Should you have any additional questions or
concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/09/23) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers; I appreciate the
opportunity to respond
Our records show that on September 21, 2015, a representative from our *** Department contacted you in regard to this matterYou advised you would be obtaining service from your own technician outside of FNHW's network for your refrigerator and kitchen hood fanOnce you have a paid invoice from your technician you may submit that for reviewOnce FNHW has reviewed all information a representative *** contact you
Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/06/02) */
Please accept my apologies on behalf of FNHW for any inconveniences you experienced in relation to the factory parts delay for the rangeI understand that the appliance company has an appointment scheduled to install the parts on Friday June 5,
On behalf of FNHW as a gesture of customer service, the appliance company is refunding the $service fee you paid to your credit card usedThis is receipt #***We value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The appliance company did indeed contact me a few days after I submitted this complaint (independent of the complaint) to inform me that the parts had arrived and to schedule an installationHopefully the installation *** proceed smoothlyI appreciate the $refund, although this wasn't the appliance company's fault, so I don't think they should be the ones footing the ***Although I consider this matter resolved, I continue to be disappointed with FNHW's customer service, as it is now clear that all they had to do in order to provide an estimated repair date was to contact the local appliance company - a phone call that was apparently not worth it to them, as they would rather just tell me "we have no idea, just wait"
Final Consumer Response /* (3000, 12, 2015/06/26) */
My oven and gas range remains brokenThe appliance repair company came out with the parts and they were unable to fix the problemSo they ordered new parts and came out again, and were again unable to fix the problemNow Fidelity Home Warranty has decided to enlist a new repair company to come out and diagnose the problem separatelyThis *** be the fifth visit I have had to schedule, and there appears to be no end in sightEvery visit is hours out of my day, and although I have repeatedly requested that Fidelity simply replace the oven and gas range, they continue to ineffectually try to fix it, because apparently my time means nothing to them
Note that I can't take their cash out option because it's based on their assessment of the cost of repairs, which is clearly incorrect because their repairs keep failing to fix the problem
All I want is a gas range and oven that worksIt's been months, and at least hours of waiting around for appointments, talking on the phone, and arguing with this companyI have never been more disgusted with a company's customer service
Initial Business Response /* (1000, 5, 2015/06/29) */
FNHW 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 homePlease accept my apologies for the manner in which you felt you were
treated as a customer of FNHW
Our records show that FNHW has approved replacement of the air conditioner's condenser and evaporative coil per the terms and conditions of the contract, and that the replacement should be completed early this week
We hope that the 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, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***I am rejecting this response because: A different technician was sent but we were not notified ahead of time that he was comingFortunately I was able to locate the tenantsHowever, the refrigerator is still not fixedThe technician was afraid to use the part Sears sent which was for the freezer and not the refrigerator anyhowHe said he would be back the next day but did not showWe still do not have a working refrigerator and it is now nearly three weeks. Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/14) */
Upon review of your complaint I understand that you are dissatisfied with the service for the pool equipment claimAccordingly you are requesting to have another company inspect the system for any covered failuresPlease accept my apologies
for the manner in which you felt your claim was handled by our companyFNHW operates with the best of intentions and deepest respect for all of our customersEach claim is processed under the terms and conditions of the warranty and accepted or denied on that basis
The independent service technician evaluated the pool and spa equipment and advised FNHW that he did not find any failures to the above ground equipment or control panelHe observed that that the air tubing is working but that the water was not coming out with full pressure through the spa jetsIt is his professional opinion that the problem lies in the piping for the pool spa combination which is located underground
Consequently, the claim was denied by FNHW as the pool and spa equipment coverage is for above ground and accessible parts and components of the filter, pump and heaterAs stated in your contract under the Pool/Spa Equipment Option:
Standard Items: All above ground and accessible parts and components of the filtration, pumping and heating system (including the pool sweep pump, pump motor, blower motor and timer)
Not Covered: Lights - 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
For further review of this claim, you may submit your own second opinion to ***@fnf.com pursuant to the contract's Limits of Liability #2:
"FNHW reserves the right to obtain a second opinion at its own expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion."
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I completely understand that some things are not covered and would understand if this wasntHowever, the issue is that the technician went to the property hours AFTER his window (at 7:30pm) and told us he did NOT do a proper service call because he did not have timeHe said he only turned the equipment on and off and the jets did not turn onWe knew that, that is why we called to have someone come outHe did NOTHING to diagnose it so he does not know if the problem was underground or notWe should not have allowed him to even enter the pool area that day and should have made him come at a time specified when he had more timeWe have since paid to get the pool jets repaired and it was NOT undergroundIt was a bad sensor that WE paid to replace so the tenants would be happyWe are NOT satisfied with Fidelity OR the company sent out to service the pool and had to pay over $to get it repaired and have a PROPER service call come out
Final Business Response /* (4000, 16, 2015/08/25) */
Please accept my apologies on behalf of FNHW for any inconvenience in regard to this serviceThe companies that FNHW uses to perform service are monitoredThis matter has been brought to the attention of our vendor relations manager in that area to discuss with the owner of the companyOur records show you spoke to a manager in our Authorizations department who notified you that the technician found the filtration system sensor that was in need of repair was a component of the salt water systemOur records also show that the Coverage Option for the "Salt Water Pool Equipment" coverage was not purchased for this Contract when you renewed; therefore, the sensor is not coveredYou were advised the back flush cleaning and maintenance for the above ground line repair was due to calcium build upAs 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 is pleased to have been able to provide service recently to the horse power pump and impeller shaft and o ring of the pool equipment
Final Consumer Response /* (2000, 18, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)