Initial Business Response /* (1000, 5, 2015/12/04) */
I would like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please be advised as stated in the "Terms of...
Coverage" #3 section of the Contract, "A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home."
However; as a one-time courtesy and gesture of [redacted] the service fee for this claim has been waived and [redacted] appear as a credit on the card used.
We value your business and look forward to a continued service relationship with you.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Please refer to the Company’s letter dated September 11, 2017. Should you have any additional questions...
Initial Business Response /* (1000, 8, 2015/04/22) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.com. Your concerns are important to our Company; I appreciate the opportunity to respond.
Upon review of your complaint I understand that you are...
dissatisfied with FNHW's service for the refrigerator claim and the customer service by our representative over the phone. By 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.
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service. Clearly that did not happen, and I was disappointed to hear the level of service you received. To be frank, there is no excuse for an employee to be inconsiderate or rude to a customer. I have forwarded your letter to the Vice President of our Service Department as it is important feedback you provided. You have my assurance that this matter has already been addressed with the representative involved.
Our records show that on that the dishwasher control panel was repaired during this same service; and although the technician installed a new inverter board on the refrigerator doing so did not solve the problem. Additional authorization was given to replace the control panel of the refrigerator. This part was found to be no longer available through the manufacturer. At this point FNHW determined to have the control board rebuilt and offered to reimburse you $100.00 toward renting a refrigerator while the control panel was being rebuilt. FNHW received an email from you on this matter prior to your request for assistance through the Revdex.com and our records show you accepted cash in lieu of repairs on the refrigerator.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated August 4, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/06/30) */
This letter is in response to your recent correspondence through the Revdex.com. Your concerns are important to our Company; I appreciate the opportunity to respond.
When you purchase a Fidelity National Home Warranty you have...
every reason to expect quality customer service. Clearly that did not happen, and I was disappointed to hear the level of service you received. To be frank, there is no excuse for an employee not to return a call. I have forwarded your letter to the appropriate manager as it is important feedback you provided. You have my assurance that she has already addressed this matter with the representative involved.
Our records show that you placed the request for service stating the water heater was not producing hot water. The technician FNHW sent was out the following day, and reported to FNHW that the water heater failed due to the control box cover removed, inside prongs bent and the electrical board that leads to the wiring of the thermocouple was scratched. He recommended the control box and thermal couple be replaced. Subsequently, the claim was denied by FNHW as per Limits of Liability # 1 of the Contract which reads: "FNHW's liability is limited to failures due to normal wear and tear during the term of the contract." A formal letter of denial [redacted] arrive under separate cover.
Additionally, per the technician's report the water heater was under a manufacturer's warranty, we understand that the tampering with the controls and wiring would voids that warranty.
The Contract is not cancelable as stated in Limits of Liability #10:
"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 occur. If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW. Upon renewal, this contract is non-cancelable except for non-payment of contract fee, fraud, or misrepresentation of facts."
We do value your business and hope to be of service to you in the future.
Initial Business Response /* (1000, 5, 2015/11/24) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our 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 FNHW has been in contact regarding cash in lieu for the downdraft kitchen exhaust and as previously discussed on November 6, 2015 FNHW requested paperwork for reimbursement review on a higher amount than what was previously offered to the homeowner. FNHW has not received requested documents and attempts to contact homeowner have been unsuccessful. Please contact FNHW to submit reimbursement documents for review to resolve your service claim under the terms and conditions of the Contract.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
The Company has investigated the information regarding your claim for your Air Conditioning. Review of your claim information shows that the Company has authorized repairs to your Air Conditioning Compressor pursuant to the provisions of your home warranty contract.
Please accept my...
apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning.
We believe the above information completely responds to your request. 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[redacted], and find that this resolution is satisfactory to me. I only wish that they would commit to making sure to send reputable companies out to their customers for repairs and diagnosis. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/08/06) */
Upon review of your complaint FNHW understands that you are dissatisfied with the denial decision in regard to the failed dishwasher appliance in your home. Please 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 reported that the dishwasher touch panel and control board had shorted out due to cockroaches inside. Subsequently, the claim was denied as per 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, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defects. Except where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not covered. FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Our authorization department representative notes the contract on July 14, 2015 that she advised you of the denial and a proof of repair was requested for future service coverage.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These GE Profile dishwashers have a common problem with the controllers and touchpads that has nothing to do with the alleged problem with roaches.
[redacted]
I also never received a receipt from the repair company despite calling them and requesting one. On top of that the repairman said the problem was with both the controller and the keypad. I watched him do the repair and there is no way he tested both to determine the problem.
I have since repair it myself at a cost of $200 for the parts.
Final Business Response /* (4000, 9, 2015/08/24) */
We have reviewed our analysis of your dishwasher claim, and Fidelity National Home Warranty's (FNHW) position remains the same. You may submit your own second opinion for review from a licensed appliance technician as per the Contract's Limits of Liability #2; "FNHW reserves the right to obtain a second opinion at its own expense. The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." You may submit this to our authorization department via fax XXX-XXX-XXXX or email [redacted]@fnf.com.
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already repaired the dishwasher myself at my expense. It is not worth my time and expense to get a second opinion when the dishwasher has already been repaired and it is not possible to get a second opinion.
Initial Business Response /* (1000, 6, 2015/11/03) */
On behalf of FNHW, please accept my apologies for any inconvenience associated with this claim. FNHW operates with the best of intentions and deepest respect for all of our customers. Upon review of your claim, FNHW authorized the repair of your...
evaporator coil. We understand there was a delay in obtaining the parts for the repair. Please be advised per the Limits of Liability #6 section of the Contract; "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties."
As an accommodation FNHW is reimbursing the paid service trade call fee of $65.00 associated with this claim, however [redacted] not reimburse for lost wages or the annual contract fee. The $65.00 refund amount [redacted] reflect to your credit card within 10-15 business days.
Please be advised our Authorization Department is in the process of researching the Electrical claim for coverage. You [redacted] be contacted by a representative of FNHW.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the apology from Fidelity National Home Warranty (FNHW). However, I still want FNHW to pay half of the income I lost on 09/21/15 when they failed to honor the appointment they had to replace the evaporative coil on my Air conditioner (AC) which amounts to $297.60 out of the $595.20 that I lost on that day in addition to refunding the $65.00 service fee. Just because FNHW have rules that shields them from wrong doings does not mean that they cannot find a way to make it right. This may account for why FNHW did not care to make sure the part was going to be available the day of the appointment regardless of the inconvenience and the loss of income to me.
With regards to the electrical claim, the reason FNHW gave me for denying the claim is far from valid. First of all the technician from Platinum Contractors Inc. either did not know what he was supposed to do or he is not being honest. When the technician from Platinum Contractors Inc. came to my house, I had gone to drop my children at school. When I came back, he had replaced the light switch in the bathroom downstairs with a cheap one. When I told him that I wanted it replaced with the same switch that was there which had a sensor, he took the switch off and told me that if I wanted the one with a sensor, I should replace the energy saving light bulbs with regular light bulbs. When I told him that I had the same problem with one of the bathrooms upstairs and it was replaced by a technician sent by FNHW and I did not have to replace the energy saving light bulbs with regular ones and I have not had any problem with it ever since, he insisted on me replacing the energy saving light bulbs with regular ones before he can do the job and when I said no, he left and called FNHW. If the problem was light fixtures, why did he replace the light switch in the bathroom and only changed his mind when I told him I did not like the cheap ones? The solution is for FNHW to either honor the service request, or refund the service fee of $65.00
Final Business Response /* (4000, 10, 2015/11/25) */
Pursuant to the previous statement, FNHW has reimbursed the $65.00 service fee but [redacted] not reimburse for loss of wages under the terms and conditions of the Contract. In regards to the electrical claim, the vendor confirmed the failure was with the fixtures. As stated in the Electrical System/Doorbell/Smoke Detectors section of the Contract; "fixtures" are not covered; however, as a gesture of customer service we have additionally waived the service fee in conjunction with this claim and the $65.00 refund amount [redacted] reflect to your credit card within 10-15 business days. FNHW considers this claim to be correctly processed under the terms and conditions of the Contract. Should you choose to obtain your own second opinion, you may send correspondence related to the claim for FNHW to review. You may submit your correspondence to our Authorizations Department for further review to: [redacted]@fnf.com or fax to XXX-XXX-XXXX. Please note that per your Contract's Limits of Liability #2, "FNHW reserves the right to obtain a second opinion at its own expense. The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." FNHW processes all claims according to the terms and conditions of the warranty Contract.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 12, 2015/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted the proposed resolution not because I am totally satisfied with the outcome but because some of my requests for FNHW to reimburse the service fees I paid such as the electrical and the A/C claims [redacted] be refunded although the key part of my request which is lost income has not been honored. Thanks for accepting to take the case.I am happy for the opportunity to express myself. Rules should not be a reason why a wrong doing cannot be made right.
Initial Business Response /* (1000, 5, 2015/05/29) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.com. Upon review of your complaint I understand that you are dissatisfied with the service for the air conditioner. Your concerns are important to...
our Company; I appreciate the opportunity to respond.
Our records show that the first independent service provider dispatched to your home by FNHW found the air conditioning unit that services the upstairs area of the home to be low on refrigerant and advised that a leak test was needed. Prior to performing the leak detection test the technician recommended cleaning the unit. He was scheduled to perform the leak test the following day; however, a second opinion was sent at your request.
The second opinion technician found the unit empty of Freon, but did not see any sign of a leak. He advised that a complete leak detection test was needed; but in order to receive an accurate reading on the test, the coil needed to be cleaned. Cleaning the coil is not covered by the Contract as per Limits of Liability #5: "FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Our records show that after you provided FNHW with verification that the coil had been cleaned, the technician was sent back out to your home to perform the leak detection test. The test results showed that there were no leaks in the system. It is the technician's professional opinion that the refrigerant had been removed, possibly stolen from the system. Please be advised that FNHW's liability is limited to "failures due to normal wear and tear during the term of the contract" as per the Contract's Limits of Liability #1.
Pursuant to the aforementioned, FNHW denied recharging the system with refrigerant as supported by 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, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defects."
FNHW operates with the best of intentions and deepest respect for all of our customers. All claims are processed according to the terms and conditions of the Contract. For further review of this matter you may submit your own second opinion to FNHW as per your Contract's Limits of Liability #2:
"FNHW reserves the right to obtain a second opinion at its own expense. The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/06/17) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our company. Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers.
FNHW does not...
list, inventory or conduct a walk through to identify items in the home. The FNHW Coverage Plans and Coverage Options are generally chosen prior to the contract being ordered, normally during the escrow process during a home sale transaction. Buyer's Coverage Plan, with Coverage Options starts at the close of escrow and continues for one year provided the contract fee is paid at the close of escrow.
FNHW mails the contract holder, the declaration of coverage at the start of the Contract term, which may be the initial term or subsequent renewal terms. Toward the top on the right side of the first page of the declaration of coverage are the Coverage Plan type and Coverage Option(s) purchased. Coverage Options for the term are described on the last page of the declaration of coverage.
Please be advised that the Terms of Coverage #8 supports FNHWs decision in this matter: "This contract covers only those parts, systems and/or appliances specifically mentioned as covered and excludes all others." Our records show the Washer/Dryer Coverage Option was not purchased for this term, or your previous three terms you have had with FNHW.
Should you submit a copy of a paid invoice that addressed the failure as proof that the washer is now in good working order you may add the Washer/Dryer Coverage to your renewal term. You may submit the invoice to [redacted]@fnf.com. Please reference your Contract number and reason for submission of the invoice.
Please visit our website www.homewarranty.com to view all of the Coverage Options available to you at renewal. For your review and records, FNHW has scheduled another declaration of coverage to be mailed to you. It is our hope that the FNHW will be continue to be beneficial, as FNHW aims to provide the highest level of service to you.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Are you seriously telling me that, I am paying premiums for what the original owner had? I invested $60,000 in remodeling the kitchen plus updated appliances, so the next owner will reap the benefit of my investment and labor.
How is that fair? They want me to suggest a compromise. I would be better off putting away $25 monthly for appliance repair then paying FHNW.
Who in their right mind would continue to paid for this rip-off scam called insurance?
Final Business Response /* (4000, 9, 2015/06/25) */
Fidelity National Home Warranty has been pleased to have provided service to you over the last four years.
Final Consumer Response /* (4200, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I [redacted] not recommend Fed Nat Home Warranty to any of my friends, neighbors or co-workers. It is my considered opinion this insurance plan is a rip-off scam.
Thank you.
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because Fidelity does not recognize its failure to “act in good faith”. No remedial actions have been taken. No financial remuneration has been offered.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/07/30) */
Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers. When you have a FNHW you have every reason to expect quality customer service. Please accept my apologies on behalf of...
FNHW for the level of service you received as described.
Upon review of your complaint I understand that you are dissatisfied with the service from FNHW for the claims you have filed and the level of customer service you have received; subsequently, you are requesting a cancellation and a full refund from FNHW.
Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. FNHW has reviewed it's analysis of all the claims filed through the warranty and find the claims were processed correctly according to the terms and conditions of the warranty.
Although, FNHW provides coverage for "accessible refrigerant and condensate drain lines," our records show that the air conditioning technician was able to locate the line buried underground outside the home near the condensing unit. As a gesture of customer service FNHW authorized him to dig up the condensate drain line and clear it.
In regard to your cancellation and request for a full refund, please note Limits of Liability #10 of the contract clearly explains the terms of cancellation. A full refund is only available when the service contract is returned to FNHW not later than: (1) the 20th day after the date the contract is mailed to the contract holder; or (2) the 10th day after the date of delivery, if the contract is delivered to the contract holder at the time of sale. If the contract is returned in accordance with this paragraph and a claim has not been made under the contract before the contract is returned, the contract is void. FNHW shall refund to the contract holder or credit to the account of the contract holder the full purchase price.
During the term of the contract, after the above-mentioned time; if the 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 FNHW. As the contract term is due to expire August 26, 2015 cancellation with a pro-rata refund minus the cost of service and less the administrative fee leaves nothing to reimburse. It may be in your best interest to keep the contract for the remainder of the term should a covered item fail.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response.This company is clearly taking consumers money and not providing services. As I have indicated previously, this company has not once repaired anything as a result of a claim at my home. It is bad business to take someone's money and not perform to the contract.
Customer Service at this organization needs to be closely reviewed and ultimately changed within the customer service is consistently poor and is not acceptable to the consumer.
Final Business Response /* (4000, 9, 2015/08/06) */
Our records show in late October of 2014, FNHW dispatched service for the air conditioning system. The independent air conditioning technician reported to FNHW that he found a blown run cap and bad contactor and suction line Schrader leaking. The technician tightened the valve and cap and added 4 pounds of refrigerant. He replaced the run cap and the contactor and tested the system's operation. The records show that the service fee was paid and FNHW paid the service provider for the repairs.
There were two other service requests were placed during your contract term, one for a leak under the kitchen sink which was determine by the plumber be a leak at the body of the faucet. The faucet is listed as a not covered item under your Standard Plan coverage, therefore the claim was denied by FNHW. The other claim was for an electrical fixture. Although the contract covers for normal wear and tear failure of the electrical wiring in the home, fixtures are listed as a not covered item. Both services resulted in denials based upon the terms and conditions of the contract; however, as a gesture of customer service our records show both service fees were waived by FNHW.
It is our hope that the value of this home warranty coverage is beneficial and convenient as FNHW aims to provide the highest levels of service.
Final Consumer Response /* (4200, 11, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have absolutely no clue what service Fidelity has indicated took place. I had an independent come out to inspect the leak in the A/C and they told me they could not locate the primary drain line. Further, they indicated that they would require approval from Fidelity to modify the primary drain line, of which, was never approved. I had to escalate and demand a second opinion of management in order to obtain a second opinion. The second independent did come out, and located the primary drain line. At no time was their refrigerant added, not authorized by me or Fidelity. Additionally, I never received any type of work invoice from either of the independent providers. Regarding the leak in the kitchen, Fidelity dispatched an independent that came out only to tell me that a replacement faucet is not authorized by Fidelity and further insisted on a deductible of $65. Only through my escalation at Fidelity, was the deductible waived, as the independent did absolutely nothing. Fidelity's Home Warranty company is a scam. I insist on being reimbursed my policy premium, as they have done nothing but take my money.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated September 18, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/10/05) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records...
show the independent service technician was out to the home on or around September 07, 2015. It was this technician's professional opinion that the bathroom tub diverter valve was physically pulled out from the wall and the pipe inside was damaged. This failure is not due to normal wear and tear, therefore; is not covered. As stated in the Limits of Liability #1 of the Contract, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
In addition, FNHW was provided a second opinion and a reimbursement request for repairs from the homeowner from an outside service technician. Upon further review of their report, the bathtub diverter valve remained denied for abnormal wear and tear and a reimbursement was not approved. Please refer to the Terms of Coverage #1 of the 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-XXXX. Calls are received 24 hours a day - 7 days a week. Should the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost."
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although you apologize for the lack of response, you are doing the same thing that all other customer support representatives did (repeating the same story and not looking into what was on the service request). Let me be precise:
1) Services requested
- Bath tub diverter: Yes, your first plumber came and said that it was not normal wear and tear. I hired a second plumber that was pretty clear with your authorization department that no force had been applied and that it was likely due to a water leak.
- Leaking water pipe connected to the fridge: Service not being reimbursed for no apparent reason. Every communication I get from your company is that the service is being denied and that is it (the only explanation is on the diverter due to the first plumber).
- Gas leak on the water heater:Service not being reimbursed for no apparent reason. Every communication I get from your company is that the service is being denied and that is it (the only explanation is on the diverter due to the first plumber).
Even on a public response, the latter 2 services are not being addressed. I got permission from your authorization department to hire a secondary plumber to give a second opinion on the diverter but you choose to listen only to first plumber (why hire the second one then?). Would really appreciate this being resolved with a little more than a message that again indicates that this case is not being handled with care.
Final Business Response /* (4000, 9, 2015/10/20) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that your technician with BE & BE Plumbing spoke with a member of our Authorization Department on September 9, 2015. Your technician reported a problem with the refrigerator water supply line; no Kitchen Refrigerator Option was purchased for this Contract; therefore, the repair of the refrigerator water supply line is not covered.
Your technician further reported a carbon monoxide leak in the wall of the kitchen. The technician's report indicates the leak was coming from the water heater flue or vent. As stated under the Water Heater section of the Contract; "flues and vents" are not covered.
In regard to the shower tub spout diverter, your technician advised the leak appeared to have been happening for long period of time; therefore, indicating a pre-existing issue. As stated under the Terms of Coverage #10; "covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions [redacted] be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or appliance. Known defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
On October 12, 2015 a representative of our [redacted] Department contacted you to discuss the above information. During that conversation you were advised that in order to further review the claim, FNHW requires a copy of your technician's invoice and diagnosis for the water heater issue as well as a copy of your full home inspection report. You were provided with the email address to which you may submit these documents, however as of this writing, nothing has been received by FNHW.
A letter of denial has been mailed in regard to this claim. FNHW considers this claim to be resolved. Should 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.
If 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, 300 South Spring St., Los Angeles, CA 90013 (phone XXX-XXX-XXXX).
The Company has investigated the information regarding your claim for your HVAC Gas/Electric Package. Review of your claim information shows that the Company has authorized the replacement of your HVAC Gas/Electric Package pursuant to the provisions of your home warranty contract....
Please accept my apologies for any inconveniences you have experienced during the course of repairs for your HVAC Gas/Electric Package.
We believe the above information completely responds to your request. 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 Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated April 19, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/08/03) */
Please accept my apologies for any misunderstanding you may have in regard to the warranty. Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. Our records show that the contract...
declaration was mailed to you on or about April 27, 2015, shortly after your close of escrow. We understand that you requested reimbursement for your air conditioning services you received outside of your home warranty.
Please be advised each claim is processed according to the terms and conditions of the warranty and accepted or denied on that basis. Your request for reimbursement for replacement of the air conditioning system has been denied based upon the Terms of Coverage #1: "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-XXXX. Calls are received 24 hours a day - 7 days a week. Should the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost."
We understand that you would like to cancel the contract and be refunded the full contract fee paid. Please be advised of the Limits of Liability #10 of your contract in regard to the cancellation request in the state of Oregon. Fidelity National Home Warranty (FNHW) prorates the refund for the unexpired term, less an administration fee of $50.00. Should you wish to proceed with your cancellation, FNHW requires written request signed by all contract holders. You may submit your request to FNHW via fax, to XXX-XXX-XXXX or through the mail to FNHW, PO Box [redacted] XXXXX.
Should you decide to keep the contract, it is our hope that the value of this home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this because at no point in the process was it made clear that step 1 was to call my home warranty company. That detail was buried on page 5 of the contract. It was already understood we were purchasing the home without a realtor and basic information would be needed. Additionally, when the AC broke I emailed the sellers realtor (whom purchased this contract) and told her the AC broke and asked what I'm supposed to do. She sent me a copy of the contract, but gave no instruction that I needed to call them first.
Here's my point, plain and simple... it needs to be made clear that when something covered breaks the customer needs to call the home warranty FIRST.
That detail cannot be buried in page 5, assuming the customer already knows how it works. I thought it was like car insurance where I get the repair done then call the warranty service to compensate some of the cost. This would have been a VERY easy problem to avoid if anybody had made it clear what step 1 was.
No other claims have been made against this warranty, but considering the huge oversight of instruction and the $4000 [redacted] that I paid out of pocket which would have been covered... I think a full refund of the warranty is a very simple request. C'mon guys, show some real customer support here. Don't hide behind your contract with details buried within pages of legalese.
SHOW PEOPLE that you are the company who cares.
Final Business Response /* (4000, 11, 2015/08/25) */
FNHW's contract terms are clear and consistent with other home warranties for requesting service through the contract; however, as a gesture of customer service to amicably resolve this matter FNHW has cancelled your contract as you have requested and is refunding your Contract term payment in full of $360.00. The check [redacted] arrive under separate cover within 10-15 business days.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FN** operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated July 20, 2017.
Should you have any additional questions or...
Initial Business Response /* (1000, 5, 2015/12/04) */
I would like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please be advised as stated in the "Terms of...
Coverage" #3 section of the Contract, "A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home."
However; as a one-time courtesy and gesture of [redacted] the service fee for this claim has been waived and [redacted] appear as a credit on the card used.
We value your business and look forward to a continued service relationship with you.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Please refer to the Company’s letter dated September 11, 2017. Should you have any additional questions...
or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 8, 2015/04/22) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.com. Your concerns are important to our Company; I appreciate the opportunity to respond.
Upon review of your complaint I understand that you are...
dissatisfied with FNHW's service for the refrigerator claim and the customer service by our representative over the phone. By 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.
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service. Clearly that did not happen, and I was disappointed to hear the level of service you received. To be frank, there is no excuse for an employee to be inconsiderate or rude to a customer. I have forwarded your letter to the Vice President of our Service Department as it is important feedback you provided. You have my assurance that this matter has already been addressed with the representative involved.
Our records show that on that the dishwasher control panel was repaired during this same service; and although the technician installed a new inverter board on the refrigerator doing so did not solve the problem. Additional authorization was given to replace the control panel of the refrigerator. This part was found to be no longer available through the manufacturer. At this point FNHW determined to have the control board rebuilt and offered to reimburse you $100.00 toward renting a refrigerator while the control panel was being rebuilt. FNHW received an email from you on this matter prior to your request for assistance through the Revdex.com and our records show you accepted cash in lieu of repairs on the refrigerator.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated August 4, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/06/30) */
This letter is in response to your recent correspondence through the Revdex.com. Your concerns are important to our Company; I appreciate the opportunity to respond.
When you purchase a Fidelity National Home Warranty you have...
every reason to expect quality customer service. Clearly that did not happen, and I was disappointed to hear the level of service you received. To be frank, there is no excuse for an employee not to return a call. I have forwarded your letter to the appropriate manager as it is important feedback you provided. You have my assurance that she has already addressed this matter with the representative involved.
Our records show that you placed the request for service stating the water heater was not producing hot water. The technician FNHW sent was out the following day, and reported to FNHW that the water heater failed due to the control box cover removed, inside prongs bent and the electrical board that leads to the wiring of the thermocouple was scratched. He recommended the control box and thermal couple be replaced. Subsequently, the claim was denied by FNHW as per Limits of Liability # 1 of the Contract which reads: "FNHW's liability is limited to failures due to normal wear and tear during the term of the contract." A formal letter of denial [redacted] arrive under separate cover.
Additionally, per the technician's report the water heater was under a manufacturer's warranty, we understand that the tampering with the controls and wiring would voids that warranty.
The Contract is not cancelable as stated in Limits of Liability #10:
"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 occur. If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW. Upon renewal, this contract is non-cancelable except for non-payment of contract fee, fraud, or misrepresentation of facts."
We do value your business and hope to be of service to you in the future.
Initial Business Response /* (1000, 5, 2015/11/24) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our 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 FNHW has been in contact regarding cash in lieu for the downdraft kitchen exhaust and as previously discussed on November 6, 2015 FNHW requested paperwork for reimbursement review on a higher amount than what was previously offered to the homeowner. FNHW has not received requested documents and attempts to contact homeowner have been unsuccessful. Please contact FNHW to submit reimbursement documents for review to resolve your service claim under the terms and conditions of the Contract.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
The Company has investigated the information regarding your claim for your Air Conditioning. Review of your claim information shows that the Company has authorized repairs to your Air Conditioning Compressor pursuant to the provisions of your home warranty contract.
Please accept my...
apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning.
We believe the above information completely responds to your request. 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[redacted], and find that this resolution is satisfactory to me. I only wish that they would commit to making sure to send reputable companies out to their customers for repairs and diagnosis. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/08/06) */
Upon review of your complaint FNHW understands that you are dissatisfied with the denial decision in regard to the failed dishwasher appliance in your home. Please 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 reported that the dishwasher touch panel and control board had shorted out due to cockroaches inside. Subsequently, the claim was denied as per 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, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defects. Except where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not covered. FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Our authorization department representative notes the contract on July 14, 2015 that she advised you of the denial and a proof of repair was requested for future service coverage.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These GE Profile dishwashers have a common problem with the controllers and touchpads that has nothing to do with the alleged problem with roaches.
[redacted]
I also never received a receipt from the repair company despite calling them and requesting one. On top of that the repairman said the problem was with both the controller and the keypad. I watched him do the repair and there is no way he tested both to determine the problem.
I have since repair it myself at a cost of $200 for the parts.
Final Business Response /* (4000, 9, 2015/08/24) */
We have reviewed our analysis of your dishwasher claim, and Fidelity National Home Warranty's (FNHW) position remains the same. You may submit your own second opinion for review from a licensed appliance technician as per the Contract's Limits of Liability #2; "FNHW reserves the right to obtain a second opinion at its own expense. The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." You may submit this to our authorization department via fax XXX-XXX-XXXX or email [redacted]@fnf.com.
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already repaired the dishwasher myself at my expense. It is not worth my time and expense to get a second opinion when the dishwasher has already been repaired and it is not possible to get a second opinion.
Initial Business Response /* (1000, 6, 2015/11/03) */
On behalf of FNHW, please accept my apologies for any inconvenience associated with this claim. FNHW operates with the best of intentions and deepest respect for all of our customers. Upon review of your claim, FNHW authorized the repair of your...
evaporator coil. We understand there was a delay in obtaining the parts for the repair. Please be advised per the Limits of Liability #6 section of the Contract; "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties."
As an accommodation FNHW is reimbursing the paid service trade call fee of $65.00 associated with this claim, however [redacted] not reimburse for lost wages or the annual contract fee. The $65.00 refund amount [redacted] reflect to your credit card within 10-15 business days.
Please be advised our Authorization Department is in the process of researching the Electrical claim for coverage. You [redacted] be contacted by a representative of FNHW.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the apology from Fidelity National Home Warranty (FNHW). However, I still want FNHW to pay half of the income I lost on 09/21/15 when they failed to honor the appointment they had to replace the evaporative coil on my Air conditioner (AC) which amounts to $297.60 out of the $595.20 that I lost on that day in addition to refunding the $65.00 service fee. Just because FNHW have rules that shields them from wrong doings does not mean that they cannot find a way to make it right. This may account for why FNHW did not care to make sure the part was going to be available the day of the appointment regardless of the inconvenience and the loss of income to me.
With regards to the electrical claim, the reason FNHW gave me for denying the claim is far from valid. First of all the technician from Platinum Contractors Inc. either did not know what he was supposed to do or he is not being honest. When the technician from Platinum Contractors Inc. came to my house, I had gone to drop my children at school. When I came back, he had replaced the light switch in the bathroom downstairs with a cheap one. When I told him that I wanted it replaced with the same switch that was there which had a sensor, he took the switch off and told me that if I wanted the one with a sensor, I should replace the energy saving light bulbs with regular light bulbs. When I told him that I had the same problem with one of the bathrooms upstairs and it was replaced by a technician sent by FNHW and I did not have to replace the energy saving light bulbs with regular ones and I have not had any problem with it ever since, he insisted on me replacing the energy saving light bulbs with regular ones before he can do the job and when I said no, he left and called FNHW. If the problem was light fixtures, why did he replace the light switch in the bathroom and only changed his mind when I told him I did not like the cheap ones? The solution is for FNHW to either honor the service request, or refund the service fee of $65.00
Final Business Response /* (4000, 10, 2015/11/25) */
Pursuant to the previous statement, FNHW has reimbursed the $65.00 service fee but [redacted] not reimburse for loss of wages under the terms and conditions of the Contract. In regards to the electrical claim, the vendor confirmed the failure was with the fixtures. As stated in the Electrical System/Doorbell/Smoke Detectors section of the Contract; "fixtures" are not covered; however, as a gesture of customer service we have additionally waived the service fee in conjunction with this claim and the $65.00 refund amount [redacted] reflect to your credit card within 10-15 business days. FNHW considers this claim to be correctly processed under the terms and conditions of the Contract. Should you choose to obtain your own second opinion, you may send correspondence related to the claim for FNHW to review. You may submit your correspondence to our Authorizations Department for further review to: [redacted]@fnf.com or fax to XXX-XXX-XXXX. Please note that per your Contract's Limits of Liability #2, "FNHW reserves the right to obtain a second opinion at its own expense. The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." FNHW processes all claims according to the terms and conditions of the warranty Contract.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 12, 2015/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted the proposed resolution not because I am totally satisfied with the outcome but because some of my requests for FNHW to reimburse the service fees I paid such as the electrical and the A/C claims [redacted] be refunded although the key part of my request which is lost income has not been honored. Thanks for accepting to take the case.I am happy for the opportunity to express myself. Rules should not be a reason why a wrong doing cannot be made right.
Initial Business Response /* (1000, 5, 2015/05/29) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.com. Upon review of your complaint I understand that you are dissatisfied with the service for the air conditioner. Your concerns are important to...
our Company; I appreciate the opportunity to respond.
Our records show that the first independent service provider dispatched to your home by FNHW found the air conditioning unit that services the upstairs area of the home to be low on refrigerant and advised that a leak test was needed. Prior to performing the leak detection test the technician recommended cleaning the unit. He was scheduled to perform the leak test the following day; however, a second opinion was sent at your request.
The second opinion technician found the unit empty of Freon, but did not see any sign of a leak. He advised that a complete leak detection test was needed; but in order to receive an accurate reading on the test, the coil needed to be cleaned. Cleaning the coil is not covered by the Contract as per Limits of Liability #5: "FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Our records show that after you provided FNHW with verification that the coil had been cleaned, the technician was sent back out to your home to perform the leak detection test. The test results showed that there were no leaks in the system. It is the technician's professional opinion that the refrigerant had been removed, possibly stolen from the system. Please be advised that FNHW's liability is limited to "failures due to normal wear and tear during the term of the contract" as per the Contract's Limits of Liability #1.
Pursuant to the aforementioned, FNHW denied recharging the system with refrigerant as supported by 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, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defects."
FNHW operates with the best of intentions and deepest respect for all of our customers. All claims are processed according to the terms and conditions of the Contract. For further review of this matter you may submit your own second opinion to FNHW as per your Contract's Limits of Liability #2:
"FNHW reserves the right to obtain a second opinion at its own expense. The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/06/17) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our company. Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers.
FNHW does not...
list, inventory or conduct a walk through to identify items in the home. The FNHW Coverage Plans and Coverage Options are generally chosen prior to the contract being ordered, normally during the escrow process during a home sale transaction. Buyer's Coverage Plan, with Coverage Options starts at the close of escrow and continues for one year provided the contract fee is paid at the close of escrow.
FNHW mails the contract holder, the declaration of coverage at the start of the Contract term, which may be the initial term or subsequent renewal terms. Toward the top on the right side of the first page of the declaration of coverage are the Coverage Plan type and Coverage Option(s) purchased. Coverage Options for the term are described on the last page of the declaration of coverage.
Please be advised that the Terms of Coverage #8 supports FNHWs decision in this matter: "This contract covers only those parts, systems and/or appliances specifically mentioned as covered and excludes all others." Our records show the Washer/Dryer Coverage Option was not purchased for this term, or your previous three terms you have had with FNHW.
Should you submit a copy of a paid invoice that addressed the failure as proof that the washer is now in good working order you may add the Washer/Dryer Coverage to your renewal term. You may submit the invoice to [redacted]@fnf.com. Please reference your Contract number and reason for submission of the invoice.
Please visit our website www.homewarranty.com to view all of the Coverage Options available to you at renewal. For your review and records, FNHW has scheduled another declaration of coverage to be mailed to you. It is our hope that the FNHW will be continue to be beneficial, as FNHW aims to provide the highest level of service to you.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Are you seriously telling me that, I am paying premiums for what the original owner had? I invested $60,000 in remodeling the kitchen plus updated appliances, so the next owner will reap the benefit of my investment and labor.
How is that fair? They want me to suggest a compromise. I would be better off putting away $25 monthly for appliance repair then paying FHNW.
Who in their right mind would continue to paid for this rip-off scam called insurance?
Final Business Response /* (4000, 9, 2015/06/25) */
Fidelity National Home Warranty has been pleased to have provided service to you over the last four years.
Final Consumer Response /* (4200, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I [redacted] not recommend Fed Nat Home Warranty to any of my friends, neighbors or co-workers. It is my considered opinion this insurance plan is a rip-off scam.
Thank you.
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because Fidelity does not recognize its failure to “act in good faith”. No remedial actions have been taken. No financial remuneration has been offered.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/07/30) */
Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers. When you have a FNHW you have every reason to expect quality customer service. Please accept my apologies on behalf of...
FNHW for the level of service you received as described.
Upon review of your complaint I understand that you are dissatisfied with the service from FNHW for the claims you have filed and the level of customer service you have received; subsequently, you are requesting a cancellation and a full refund from FNHW.
Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. FNHW has reviewed it's analysis of all the claims filed through the warranty and find the claims were processed correctly according to the terms and conditions of the warranty.
Although, FNHW provides coverage for "accessible refrigerant and condensate drain lines," our records show that the air conditioning technician was able to locate the line buried underground outside the home near the condensing unit. As a gesture of customer service FNHW authorized him to dig up the condensate drain line and clear it.
In regard to your cancellation and request for a full refund, please note Limits of Liability #10 of the contract clearly explains the terms of cancellation. A full refund is only available when the service contract is returned to FNHW not later than: (1) the 20th day after the date the contract is mailed to the contract holder; or (2) the 10th day after the date of delivery, if the contract is delivered to the contract holder at the time of sale. If the contract is returned in accordance with this paragraph and a claim has not been made under the contract before the contract is returned, the contract is void. FNHW shall refund to the contract holder or credit to the account of the contract holder the full purchase price.
During the term of the contract, after the above-mentioned time; if the 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 FNHW. As the contract term is due to expire August 26, 2015 cancellation with a pro-rata refund minus the cost of service and less the administrative fee leaves nothing to reimburse. It may be in your best interest to keep the contract for the remainder of the term should a covered item fail.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response.This company is clearly taking consumers money and not providing services. As I have indicated previously, this company has not once repaired anything as a result of a claim at my home. It is bad business to take someone's money and not perform to the contract.
Customer Service at this organization needs to be closely reviewed and ultimately changed within the customer service is consistently poor and is not acceptable to the consumer.
Final Business Response /* (4000, 9, 2015/08/06) */
Our records show in late October of 2014, FNHW dispatched service for the air conditioning system. The independent air conditioning technician reported to FNHW that he found a blown run cap and bad contactor and suction line Schrader leaking. The technician tightened the valve and cap and added 4 pounds of refrigerant. He replaced the run cap and the contactor and tested the system's operation. The records show that the service fee was paid and FNHW paid the service provider for the repairs.
There were two other service requests were placed during your contract term, one for a leak under the kitchen sink which was determine by the plumber be a leak at the body of the faucet. The faucet is listed as a not covered item under your Standard Plan coverage, therefore the claim was denied by FNHW. The other claim was for an electrical fixture. Although the contract covers for normal wear and tear failure of the electrical wiring in the home, fixtures are listed as a not covered item. Both services resulted in denials based upon the terms and conditions of the contract; however, as a gesture of customer service our records show both service fees were waived by FNHW.
It is our hope that the value of this home warranty coverage is beneficial and convenient as FNHW aims to provide the highest levels of service.
Final Consumer Response /* (4200, 11, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have absolutely no clue what service Fidelity has indicated took place. I had an independent come out to inspect the leak in the A/C and they told me they could not locate the primary drain line. Further, they indicated that they would require approval from Fidelity to modify the primary drain line, of which, was never approved. I had to escalate and demand a second opinion of management in order to obtain a second opinion. The second independent did come out, and located the primary drain line. At no time was their refrigerant added, not authorized by me or Fidelity. Additionally, I never received any type of work invoice from either of the independent providers. Regarding the leak in the kitchen, Fidelity dispatched an independent that came out only to tell me that a replacement faucet is not authorized by Fidelity and further insisted on a deductible of $65. Only through my escalation at Fidelity, was the deductible waived, as the independent did absolutely nothing. Fidelity's Home Warranty company is a scam. I insist on being reimbursed my policy premium, as they have done nothing but take my money.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated September 18, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/10/05) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records...
show the independent service technician was out to the home on or around September 07, 2015. It was this technician's professional opinion that the bathroom tub diverter valve was physically pulled out from the wall and the pipe inside was damaged. This failure is not due to normal wear and tear, therefore; is not covered. As stated in the Limits of Liability #1 of the Contract, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
In addition, FNHW was provided a second opinion and a reimbursement request for repairs from the homeowner from an outside service technician. Upon further review of their report, the bathtub diverter valve remained denied for abnormal wear and tear and a reimbursement was not approved. Please refer to the Terms of Coverage #1 of the 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-XXXX. Calls are received 24 hours a day - 7 days a week. Should the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost."
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although you apologize for the lack of response, you are doing the same thing that all other customer support representatives did (repeating the same story and not looking into what was on the service request). Let me be precise:
1) Services requested
- Bath tub diverter: Yes, your first plumber came and said that it was not normal wear and tear. I hired a second plumber that was pretty clear with your authorization department that no force had been applied and that it was likely due to a water leak.
- Leaking water pipe connected to the fridge: Service not being reimbursed for no apparent reason. Every communication I get from your company is that the service is being denied and that is it (the only explanation is on the diverter due to the first plumber).
- Gas leak on the water heater:Service not being reimbursed for no apparent reason. Every communication I get from your company is that the service is being denied and that is it (the only explanation is on the diverter due to the first plumber).
Even on a public response, the latter 2 services are not being addressed. I got permission from your authorization department to hire a secondary plumber to give a second opinion on the diverter but you choose to listen only to first plumber (why hire the second one then?). Would really appreciate this being resolved with a little more than a message that again indicates that this case is not being handled with care.
Final Business Response /* (4000, 9, 2015/10/20) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that your technician with BE & BE Plumbing spoke with a member of our Authorization Department on September 9, 2015. Your technician reported a problem with the refrigerator water supply line; no Kitchen Refrigerator Option was purchased for this Contract; therefore, the repair of the refrigerator water supply line is not covered.
Your technician further reported a carbon monoxide leak in the wall of the kitchen. The technician's report indicates the leak was coming from the water heater flue or vent. As stated under the Water Heater section of the Contract; "flues and vents" are not covered.
In regard to the shower tub spout diverter, your technician advised the leak appeared to have been happening for long period of time; therefore, indicating a pre-existing issue. As stated under the Terms of Coverage #10; "covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions [redacted] be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or appliance. Known defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
On October 12, 2015 a representative of our [redacted] Department contacted you to discuss the above information. During that conversation you were advised that in order to further review the claim, FNHW requires a copy of your technician's invoice and diagnosis for the water heater issue as well as a copy of your full home inspection report. You were provided with the email address to which you may submit these documents, however as of this writing, nothing has been received by FNHW.
A letter of denial has been mailed in regard to this claim. FNHW considers this claim to be resolved. Should 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.
If 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, 300 South Spring St., Los Angeles, CA 90013 (phone XXX-XXX-XXXX).
The Company has investigated the information regarding your claim for your HVAC Gas/Electric Package. Review of your claim information shows that the Company has authorized the replacement of your HVAC Gas/Electric Package pursuant to the provisions of your home warranty contract....
Please accept my apologies for any inconveniences you have experienced during the course of repairs for your HVAC Gas/Electric Package.
We believe the above information completely responds to your request. 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 Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated April 19, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/08/03) */
Please accept my apologies for any misunderstanding you may have in regard to the warranty. Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. Our records show that the contract...
declaration was mailed to you on or about April 27, 2015, shortly after your close of escrow. We understand that you requested reimbursement for your air conditioning services you received outside of your home warranty.
Please be advised each claim is processed according to the terms and conditions of the warranty and accepted or denied on that basis. Your request for reimbursement for replacement of the air conditioning system has been denied based upon the Terms of Coverage #1: "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-XXXX. Calls are received 24 hours a day - 7 days a week. Should the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost."
We understand that you would like to cancel the contract and be refunded the full contract fee paid. Please be advised of the Limits of Liability #10 of your contract in regard to the cancellation request in the state of Oregon. Fidelity National Home Warranty (FNHW) prorates the refund for the unexpired term, less an administration fee of $50.00. Should you wish to proceed with your cancellation, FNHW requires written request signed by all contract holders. You may submit your request to FNHW via fax, to XXX-XXX-XXXX or through the mail to FNHW, PO Box [redacted] XXXXX.
Should you decide to keep the contract, it is our hope that the value of this home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this because at no point in the process was it made clear that step 1 was to call my home warranty company. That detail was buried on page 5 of the contract. It was already understood we were purchasing the home without a realtor and basic information would be needed. Additionally, when the AC broke I emailed the sellers realtor (whom purchased this contract) and told her the AC broke and asked what I'm supposed to do. She sent me a copy of the contract, but gave no instruction that I needed to call them first.
Here's my point, plain and simple... it needs to be made clear that when something covered breaks the customer needs to call the home warranty FIRST.
That detail cannot be buried in page 5, assuming the customer already knows how it works. I thought it was like car insurance where I get the repair done then call the warranty service to compensate some of the cost. This would have been a VERY easy problem to avoid if anybody had made it clear what step 1 was.
No other claims have been made against this warranty, but considering the huge oversight of instruction and the $4000 [redacted] that I paid out of pocket which would have been covered... I think a full refund of the warranty is a very simple request. C'mon guys, show some real customer support here. Don't hide behind your contract with details buried within pages of legalese.
SHOW PEOPLE that you are the company who cares.
Final Business Response /* (4000, 11, 2015/08/25) */
FNHW's contract terms are clear and consistent with other home warranties for requesting service through the contract; however, as a gesture of customer service to amicably resolve this matter FNHW has cancelled your contract as you have requested and is refunding your Contract term payment in full of $360.00. The check [redacted] arrive under separate cover within 10-15 business days.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FN** operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated July 20, 2017.
Should you have any additional questions or...
concerns do not hesitate to contact us.