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...
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, 2015/08/03) */
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, 2015/04/22) */
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.
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.
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.
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.
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...
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]
Complaint: [redacted]
I am rejecting this response because:Our family has now received a "Renewal Notice" for our annual Home Warranty Insurance contract. In addition to the rudeness and incompetence of the FNHW Customer Service phone reps (who left us on HOLD for over 31 minutes when we requested to speak to a Supervisor) and poor-quality, inept so-called "Plumber" sent to our home who were unable/unwilling to determine the sewage-odor problem in our half-million dollar home - this Warranty company has now included a charge of $75.00 FEE on the Renewal Notice that we have already paid to the first "Plumber" who arrived at our home.We have the dupe copy of this $75.00 check as proof we paid this fee to their tech at "Economy Plumbing".It feels as if the Fidelity National Home Warranty company doesn't truly or sincerely WANT us to renew our Insurance policy with their company!So, while their "Response" to our Revdex.com Complaint may SOUND pleasant; in reality, there has been no compensation to us from this FNHW company for the severe inconvenience and unpleasant experience we've endured from them.And, the FNHW Insurance we have with them, instead of being discounted to us, and instead of our being rewarded for being a continuing/returning customer with their company for a 3rd year - has INCREASED our cost for Renewing with them!These are the reasons for our "rejection" of their 'nice' Response. Words are meaningless without action to support those sentiments. [redacted]
Fountain Hills, AZ
Sincerely,
[redacted]
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...
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.
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 February 8, 2018.
Should you have any...
additional questions or concerns do not hesitate to contact us.
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 September 1, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
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.
Initial Business Response /* (1000, 5, 2016/03/21) */
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. The Company sincerely regrets the inconvenience to...
you and your family during the servicing of your range.
The Company understands that you wish to have the range repaired instead of replaced. The Company has reviewed the claim information at length and determined that replacement is authorized for this appliance due to the extent of repairs required at this time.
Please refer to the Limits of Liability #3 section of the Contract concerning replacements through the Home Warranty Contract. For your reference this section of the Contract states: "FNHW will determine whether a covered item will be repaired or replaced. Except as otherwise noted in this contract, replacements will be of similar features, capacity and efficiency as the item being replaced. FNHW is not responsible for matching brand, color and/or dimensions."
The replacement options that you have been offered are in accordance with the provisions of the Home Warranty Contract. Please review our letter of March 8, 2016, which outlines the options available to you. Should you have any additional questions or if you have reached a decision as to how you would like to proceed please do not hesitate to contact us.
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.
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, 2015/08/03) */
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.
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.
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.
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.
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.
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.
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]
Complaint: [redacted]
I am rejecting this response because:Our family has now received a "Renewal Notice" for our annual Home Warranty Insurance contract. In addition to the rudeness and incompetence of the FNHW Customer Service phone reps (who left us on HOLD for over 31 minutes when we requested to speak to a Supervisor) and poor-quality, inept so-called "Plumber" sent to our home who were unable/unwilling to determine the sewage-odor problem in our half-million dollar home - this Warranty company has now included a charge of $75.00 FEE on the Renewal Notice that we have already paid to the first "Plumber" who arrived at our home.We have the dupe copy of this $75.00 check as proof we paid this fee to their tech at "Economy Plumbing".It feels as if the Fidelity National Home Warranty company doesn't truly or sincerely WANT us to renew our Insurance policy with their company!So, while their "Response" to our Revdex.com Complaint may SOUND pleasant; in reality, there has been no compensation to us from this FNHW company for the severe inconvenience and unpleasant experience we've endured from them.And, the FNHW Insurance we have with them, instead of being discounted to us, and instead of our being rewarded for being a continuing/returning customer with their company for a 3rd year - has INCREASED our cost for Renewing with them!These are the reasons for our "rejection" of their 'nice' Response. Words are meaningless without action to support those sentiments. [redacted]
Fountain Hills, AZ
Sincerely,
[redacted]
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.
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.
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 February 8, 2018.
Should you have any...
additional questions or concerns do not hesitate to contact us.
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 September 1, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
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.
Initial Business Response /* (1000, 5, 2016/03/21) */
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. The Company sincerely regrets the inconvenience to...
you and your family during the servicing of your range.
The Company understands that you wish to have the range repaired instead of replaced. The Company has reviewed the claim information at length and determined that replacement is authorized for this appliance due to the extent of repairs required at this time.
Please refer to the Limits of Liability #3 section of the Contract concerning replacements through the Home Warranty Contract. For your reference this section of the Contract states: "FNHW will determine whether a covered item will be repaired or replaced. Except as otherwise noted in this contract, replacements will be of similar features, capacity and efficiency as the item being replaced. FNHW is not responsible for matching brand, color and/or dimensions."
The replacement options that you have been offered are in accordance with the provisions of the Home Warranty Contract. Please review our letter of March 8, 2016, which outlines the options available to you. Should you have any additional questions or if you have reached a decision as to how you would like to proceed please do not hesitate to contact us.