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 1, 2017. Should you have any additional questions...
Complaint: [redacted]I am rejecting this response because I paid for a warranty in good faith, but the warranty was not honored by the company. I don't believe that the 23 year old AC compressor failed because it was exposed to a sprinkler. AC units are designed to be outside. I believe this is just an excuse they concocted to avoid paying for an expensive repair. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/21) */
Please accept my apologies for any inconvenience you may have had in regard to this claim. FNHW operates with the best of intentions and deepest respect for all of our customers. Each claim is processed under the terms and conditions of the...
warranty contract and accepted or denied on that basis.
Our records show on or about the July 28, 2015, the technician from [redacted] Conditioning & Heating, found the thermal expansion valve (TXV) was not insulated. He then completed the needed repairs with no other failures found at the time of this service.
Glen, from Web's Heating and Air Conditioning, who was out to the home on August 7, 2015 evaluated the unit and advised the condenser was dirty which was resulting in high head pressure. He did mention that the unit had some corrosion on it; however it is his professional opinion that the unit [redacted] operate correctly once the condenser is cleaned.
As advised over the phone, maintenance and cleaning is not covered by the contract, as stated in 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."
Should you experience any malfunctions with the air conditioner after the cleaning, please do not hesitate to contact us. We value your business and we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original evaluation by [redacted] obviously states after the valve repair, that there is corrosion of condenser coils and recommends replacement , not cleaning. You ignored his recommend repair .
The Web air also stated corrosion, and only called it minor after you spoke with him over phone. He did not document this on official invoice.
You choose to ignore the more costly repair and used the word dirty to justify not paying for repairs.
Final Business Response /* (4000, 9, 2015/09/09) */
The technician advised the corrosion should come off with the cleaning of the coil. As previously advised, should you experience a problem with the air conditioning system after having the coil cleaned, you may contact FNHW for service.
Final Consumer Response /* (4200, 11, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response had not changed. The [redacted] invoice clearly states two problems: the valve and the corroded condenser coils. Replacement was also clearly recommended . You have chosen to ignore the recommendation. The coils were subsequently reevaluated by [redacted] and cleaning would only cause freon leakage.
I have had to replace entire unit due to AC not cooling after your repairs .
I [redacted] be sending you the [redacted] for reimbursement.
I [redacted] pursue legal action and continue until Revdex.com removes their endorsement .
Initial Business Response /* (1000, 5, 2015/07/13) */
FNHW operates with the best of intentions and deepest respect for all of our customers. We 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 company. Please note that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involved. Additionally, the complaints received negatively affect the vendor's rating with our Company.
As a gesture of customer service, FNHW is reimbursing the service fee. This [redacted] appear as a credit to the credit card you used for payment. Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. Please accept my apologies on behalf of FNHW for any inconvenience you had with the services to the dishwasher.
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 August 24, 2017. Should you have any additional questions or...
Initial Business Response /* (1000, 5, 2015/04/22) */
Our records show that your concerns were forwarded to our Vendors Relations Department manager in your area to discuss directly with the company involved and assist in resolving this matter to your satisfaction.
Please accept my apologies on...
behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
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 June 15, 2017.
Should you have any additional questions or...
Initial Business Response /* (1000, 5, 2016/01/22) */
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. Review of your claim indicates the new replacement...
water heater has been installed and is functioning to your satisfaction.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 6, 2015/08/21) */
Upon review of your complaint FNHW understands that you are dissatisfied with the duration of time to resolve your service work order. Our records show the service claim was called in on July 28, 2015 and we received the independent service...
contractor's air conditioning technician report on July 31, 2015. The cost of equipment for repair was assessed on August 6, 2015 and we offered cash in lieu in the amount $2,478.98 and the check was processed on August 14, 2015. Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. As stated in Limits of Liability #6 of the Contract, "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system or appliance 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."
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences 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.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the Liability clause, but I paid $4,100.00 and they offered me only $2,478.98 in repair because that is what their technician assessed for a 6-8 weeks repair time! I asked various service repairs providers and the latter amount was deemed ridiculous to all of them.
Final Business Response /* (4000, 10, 2015/09/08) */
FNHW offered cash in lieu of replacement because there was a delay in obtaining the water source heat pump. The cash in lieu was offered pursuant to the contract's Limits of Liability #11: "FNHW reserves the right to provide cash in lieu of repair or replacement of a covered system or appliance in the amount of FNHW's actual cost to repair or replace such a system or appliance. The amount provided as cash in lieu is generally less than retail. FNHW is not responsible for work performed once you accept cash in lieu of service."
Additionally, our records show that there were costs associated for modifications to the electrical and drain lines which would not have been covered by FNHW.
We hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to you. 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.
Again, please refer to the Company’s letter dated September 1, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Complaint: [redacted]I am rejecting this response because: My garage door opener still not working, I have to get out of the car and open it manually every time I came home. I have not received you explanation of benefits letter yet, BUT:
Your letter of July 6th is not going to fix it or replace the faulty unit you installed.
Your letter is not going to give my my original unit back that I PAID FOR and it was working well. What did you do with it??? Did vender sell it to another customer??
And vendor stated I had 1/2 HP unit on the report, but my husband bought 3/4 HP unit by [redacted] and now we don't have our unit to prove it. The company your vendor working with - [redacted] - only makes one low quality 1/2 HP unit, thats why he didn't even match the horse power to our original one.
I feel it is stealing, its like you took my [redacted] to change tire and returned my [redacted] instead, but with 4 good tires.
I DIDN'T ASK TO CHANGE THE MOTOR AND I WANT MY MOTOR BACK. This lowest quality [redacted] opener that you installed doesn't work.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/11/30) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers.
Each claim...
is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that on November 1, 2015, you placed a claim for service of a toilet which was constantly running. On November 12, 2015, FNHW was advised by the technician from Express Plumbing, Heating and Air, Inc. that the fill valve and flush valve for the toilet required replacement, and advised that the parts required would need to be ordered directly from the manufacturer. Express Plumbing, Heating and Air, Inc. ordered the parts and was advised by the manufacturer that those parts were on backorder and would be available on December 11, 2015.
You may refer to the Contract's Limits of Liability #3 section which states in relevant part; "FNHW [redacted] determine whether a covered item [redacted] be repaired or replaced. Except as otherwise noted in this contract, replacements [redacted] be of similar features, capacity and efficiency as the item being replaced. FNHW is not responsible for matching brand, color and/or dimensions. When parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts."
However, as a consideration, FNHW is offering cash in lieu of replacement of the toilet pursuant to the Contract's Limits of Liability #11 section which provides; "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or appliance. The amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder."
On November 30, 2015, a representative of FNHW attempted to contact you to discuss this information; however, was unable to reach you. At your earliest convenience, please contact our Authorization Department at XXX-XXX-XXXX, option #2, to expedite the resolution of your claim. Additionally, as a gesture of customer service, FNHW has waived the service fee for this claim.
We hope that the true value of this home warranty coverage [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.
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 August 29, 2017. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/10/02) */
Your concerns are important to our Company; I appreciate the opportunity to respond. Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis.
Fidelity National Home Warranty (FNHW)...
was advised by the technician from RLC Services that the zone controlled dampers had failed. Subsequently, the claim was denied in accordance with the Heating/Air Conditioning/Evaporative Cooler/Ductwork/HVAC section of your Contract. Under the "Not Covered" header, this provision advises "dampers" are not covered.
In addition, the Limits of Liability #8 section of the Contract states; "FNHW is not responsible for electronic, computerized, or remote energy management systems including, but not limited to, zone controlled systems, lighting, energy, security, pool/spa, entertainment/media/audio, or appliances. Solar systems and components are not covered." As provided under the Terms of Coverage #8 section of the Contract; "All coverage is subject to the limitations and conditions mentioned in this contract."
FNHW understands that you want to cancel the Contract and receive a full refund of the premium. Pursuant to Limits of Liability #10 of your Contract, "This contract is non-cancelable by FNHW, except: (1) for non-payment of contract fees; (2) fraud or misrepresentation of facts material to the issuance of this contract; (3) when the contract is for Seller's Coverage and close of sale (escrow) does not occur, if applicable or; (4) upon mutual agreement of FNHW and the contract holder. 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 any service costs incurred by FNHW. A 10% monthly penalty shall be added to refunds not paid or credited within 45 days after the return of this contract to FNHW."
Once FNHW is in receipt of your signed letter requesting cancellation we [redacted] process your request according to the aforementioned contract provision. You may submit your signed written request via fax at XXX-XXX-XXXX or email to [redacted]@fnf.com please reference your address and contract number on your request.
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 1, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
I couldn't provide further details in my denial. This section was unavailable. Fidelity stated that they sent a letter dated August 4th. This was never received by me, my fiancee, or our business manager located in NYC. If they wish to send this letter to me, they have my California home address as well as email addresses for myself, my fiancee, and said business manager. As such - they need to try again.[redacted]
The Company has investigated the information regarding your claim for your water weater. Review of your claim information shows that the Company has authorized the replacement of your water heater 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 Water Heater.
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 June 30, 2017.
Should you have any additional questions or...
Initial Business Response /* (1000, 5, 2015/09/02) */
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. Please accept my sincere apologies for...
your inconveniences in the claim process for your plumbing stoppage.
FNHW operates with the best of intentions and deepest respect for all of our customers. We additionally keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a company. Rest assured that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involved. Additionally, note that the complaints received negatively affect the vendor's rating with our Company.
We understand that you contracted with an outside vendor who was able to clear the kitchen sink stoppage. Our records show that you have been contacted by a representative from our Authorization Department who advised reimbursement would be issued in full for the retail cost you paid for your plumbing stoppage services.
We hope that the true value of this home warranty coverage [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.
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 1, 2017. Should you have any additional questions...
or concerns do not hesitate to contact us.
Complaint: [redacted]I am rejecting this response because:the heater is still not working. I have no letter from May 8th. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because I paid for a warranty in good faith, but the warranty was not honored by the company. I don't believe that the 23 year old AC compressor failed because it was exposed to a sprinkler. AC units are designed to be outside. I believe this is just an excuse they concocted to avoid paying for an expensive repair. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/08/21) */
Please accept my apologies for any inconvenience you may have had in regard to this claim. FNHW operates with the best of intentions and deepest respect for all of our customers. Each claim is processed under the terms and conditions of the...
warranty contract and accepted or denied on that basis.
Our records show on or about the July 28, 2015, the technician from [redacted] Conditioning & Heating, found the thermal expansion valve (TXV) was not insulated. He then completed the needed repairs with no other failures found at the time of this service.
Glen, from Web's Heating and Air Conditioning, who was out to the home on August 7, 2015 evaluated the unit and advised the condenser was dirty which was resulting in high head pressure. He did mention that the unit had some corrosion on it; however it is his professional opinion that the unit [redacted] operate correctly once the condenser is cleaned.
As advised over the phone, maintenance and cleaning is not covered by the contract, as stated in 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."
Should you experience any malfunctions with the air conditioner after the cleaning, please do not hesitate to contact us. We value your business and we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original evaluation by [redacted] obviously states after the valve repair, that there is corrosion of condenser coils and recommends replacement , not cleaning. You ignored his recommend repair .
The Web air also stated corrosion, and only called it minor after you spoke with him over phone. He did not document this on official invoice.
You choose to ignore the more costly repair and used the word dirty to justify not paying for repairs.
Final Business Response /* (4000, 9, 2015/09/09) */
The technician advised the corrosion should come off with the cleaning of the coil. As previously advised, should you experience a problem with the air conditioning system after having the coil cleaned, you may contact FNHW for service.
Final Consumer Response /* (4200, 11, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response had not changed. The [redacted] invoice clearly states two problems: the valve and the corroded condenser coils. Replacement was also clearly recommended . You have chosen to ignore the recommendation. The coils were subsequently reevaluated by [redacted] and cleaning would only cause freon leakage.
I have had to replace entire unit due to AC not cooling after your repairs .
I [redacted] be sending you the [redacted] for reimbursement.
I [redacted] pursue legal action and continue until Revdex.com removes their endorsement .
Initial Business Response /* (1000, 5, 2015/07/13) */
FNHW operates with the best of intentions and deepest respect for all of our customers. We 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 company. Please note that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involved. Additionally, the complaints received negatively affect the vendor's rating with our Company.
As a gesture of customer service, FNHW is reimbursing the service fee. This [redacted] appear as a credit to the credit card you used for payment. Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. Please accept my apologies on behalf of FNHW for any inconvenience you had with the services to the dishwasher.
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 August 24, 2017. Should you have any additional questions or...
concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/04/22) */
Our records show that your concerns were forwarded to our Vendors Relations Department manager in your area to discuss directly with the company involved and assist in resolving this matter to your satisfaction.
Please accept my apologies on...
behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
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 June 15, 2017.
Should you have any additional questions or...
concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2016/01/22) */
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. Review of your claim indicates the new replacement...
water heater has been installed and is functioning to your satisfaction.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 6, 2015/08/21) */
Upon review of your complaint FNHW understands that you are dissatisfied with the duration of time to resolve your service work order. Our records show the service claim was called in on July 28, 2015 and we received the independent service...
contractor's air conditioning technician report on July 31, 2015. The cost of equipment for repair was assessed on August 6, 2015 and we offered cash in lieu in the amount $2,478.98 and the check was processed on August 14, 2015. Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. As stated in Limits of Liability #6 of the Contract, "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system or appliance 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."
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences 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.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the Liability clause, but I paid $4,100.00 and they offered me only $2,478.98 in repair because that is what their technician assessed for a 6-8 weeks repair time! I asked various service repairs providers and the latter amount was deemed ridiculous to all of them.
Final Business Response /* (4000, 10, 2015/09/08) */
FNHW offered cash in lieu of replacement because there was a delay in obtaining the water source heat pump. The cash in lieu was offered pursuant to the contract's Limits of Liability #11: "FNHW reserves the right to provide cash in lieu of repair or replacement of a covered system or appliance in the amount of FNHW's actual cost to repair or replace such a system or appliance. The amount provided as cash in lieu is generally less than retail. FNHW is not responsible for work performed once you accept cash in lieu of service."
Additionally, our records show that there were costs associated for modifications to the electrical and drain lines which would not have been covered by FNHW.
We hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to you. 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.
Again, please refer to the Company’s letter dated September 1, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Complaint: [redacted]I am rejecting this response because: My garage door opener still not working, I have to get out of the car and open it manually every time I came home. I have not received you explanation of benefits letter yet, BUT:
Your letter of July 6th is not going to fix it or replace the faulty unit you installed.
Your letter is not going to give my my original unit back that I PAID FOR and it was working well. What did you do with it??? Did vender sell it to another customer??
And vendor stated I had 1/2 HP unit on the report, but my husband bought 3/4 HP unit by [redacted] and now we don't have our unit to prove it. The company your vendor working with - [redacted] - only makes one low quality 1/2 HP unit, thats why he didn't even match the horse power to our original one.
I feel it is stealing, its like you took my [redacted] to change tire and returned my [redacted] instead, but with 4 good tires.
I DIDN'T ASK TO CHANGE THE MOTOR AND I WANT MY MOTOR BACK. This lowest quality [redacted] opener that you installed doesn't work.
Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/11/30) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers.
Each claim...
is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that on November 1, 2015, you placed a claim for service of a toilet which was constantly running. On November 12, 2015, FNHW was advised by the technician from Express Plumbing, Heating and Air, Inc. that the fill valve and flush valve for the toilet required replacement, and advised that the parts required would need to be ordered directly from the manufacturer. Express Plumbing, Heating and Air, Inc. ordered the parts and was advised by the manufacturer that those parts were on backorder and would be available on December 11, 2015.
You may refer to the Contract's Limits of Liability #3 section which states in relevant part; "FNHW [redacted] determine whether a covered item [redacted] be repaired or replaced. Except as otherwise noted in this contract, replacements [redacted] be of similar features, capacity and efficiency as the item being replaced. FNHW is not responsible for matching brand, color and/or dimensions. When parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts."
However, as a consideration, FNHW is offering cash in lieu of replacement of the toilet pursuant to the Contract's Limits of Liability #11 section which provides; "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or appliance. The amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder."
On November 30, 2015, a representative of FNHW attempted to contact you to discuss this information; however, was unable to reach you. At your earliest convenience, please contact our Authorization Department at XXX-XXX-XXXX, option #2, to expedite the resolution of your claim. Additionally, as a gesture of customer service, FNHW has waived the service fee for this claim.
We hope that the true value of this home warranty coverage [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.
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 August 29, 2017. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/10/02) */
Your concerns are important to our Company; I appreciate the opportunity to respond. Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis.
Fidelity National Home Warranty (FNHW)...
was advised by the technician from RLC Services that the zone controlled dampers had failed. Subsequently, the claim was denied in accordance with the Heating/Air Conditioning/Evaporative Cooler/Ductwork/HVAC section of your Contract. Under the "Not Covered" header, this provision advises "dampers" are not covered.
In addition, the Limits of Liability #8 section of the Contract states; "FNHW is not responsible for electronic, computerized, or remote energy management systems including, but not limited to, zone controlled systems, lighting, energy, security, pool/spa, entertainment/media/audio, or appliances. Solar systems and components are not covered." As provided under the Terms of Coverage #8 section of the Contract; "All coverage is subject to the limitations and conditions mentioned in this contract."
FNHW understands that you want to cancel the Contract and receive a full refund of the premium. Pursuant to Limits of Liability #10 of your Contract, "This contract is non-cancelable by FNHW, except: (1) for non-payment of contract fees; (2) fraud or misrepresentation of facts material to the issuance of this contract; (3) when the contract is for Seller's Coverage and close of sale (escrow) does not occur, if applicable or; (4) upon mutual agreement of FNHW and the contract holder. 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 any service costs incurred by FNHW. A 10% monthly penalty shall be added to refunds not paid or credited within 45 days after the return of this contract to FNHW."
Once FNHW is in receipt of your signed letter requesting cancellation we [redacted] process your request according to the aforementioned contract provision. You may submit your signed written request via fax at XXX-XXX-XXXX or email to [redacted]@fnf.com please reference your address and contract number on your request.
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 1, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
I couldn't provide further details in my denial. This section was unavailable. Fidelity stated that they sent a letter dated August 4th. This was never received by me, my fiancee, or our business manager located in NYC. If they wish to send this letter to me, they have my California home address as well as email addresses for myself, my fiancee, and said business manager. As such - they need to try again.[redacted]
The Company has investigated the information regarding your claim for your water weater. Review of your claim information shows that the Company has authorized the replacement of your water heater 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 Water Heater.
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 June 30, 2017.
Should you have any additional questions or...
concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/09/02) */
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. Please accept my sincere apologies for...
your inconveniences in the claim process for your plumbing stoppage.
FNHW operates with the best of intentions and deepest respect for all of our customers. We additionally keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a company. Rest assured that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involved. Additionally, note that the complaints received negatively affect the vendor's rating with our Company.
We understand that you contracted with an outside vendor who was able to clear the kitchen sink stoppage. Our records show that you have been contacted by a representative from our Authorization Department who advised reimbursement would be issued in full for the retail cost you paid for your plumbing stoppage services.
We hope that the true value of this home warranty coverage [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.