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]
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.
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.
Complaint: [redacted]I am rejecting this response because:
The apology is canned and unauthentic. If they're authentic in their apology they would have picked up the phone and called me. Since they used a canned response, I believe they will continue to abuse other customers and not meet the level of service advertised. The purpose of this vendor, in my opinion, is to provide a service when someone needs it not at their or their vendors convenience which is what I feel happened to me. Unacceptable and unauthentic response from this company. Sincerely,[redacted]
Initial Business Response /* (1000, 6, 2015/12/03) */
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.
Our records show that on November 8, 2015 you...
placed a claim for service of your water heater and bathroom shower valve. On November 9, 2015, FNHW was advised by the technician from Superior Plumbing that the water heater required replacement and the stem for the bathroom shower valve required replacement. At this time, a representative of our Authorization Department contacted you and explained this information, and at your request explained the option of cash in lieu of replacement for the water heater and/or repair of the bathroom shower valve. You advised that representative that you would call back with a decision regarding proceeding with the work through Superior Plumbing or taking the cash in lieu for one or both of the items.
You called back in to the Authorization Department later that same day and requested cash in lieu of the water heater replacement only, which was processed per your request. You contacted the Authorization Department again on November 11, 2015 stating the vendor had not contacted you to return to complete the repair of the bathroom shower valve. FNHW followed up on this and was advised by Superior Plumbing on November 12, 2015, that a misunderstanding had occurred and they were under the impression that cash in lieu had also been accepted for the bathroom shower valve. Superior Plumbing was instructed to re-order the shower valve parts. Between November 13 and November 16, 2015, Superior Plumbing went back out to complete the repair; however, they informed FNHW on November 16, 2015, that you claimed the shower leak persisted after the repair had been completed. At this time, FNHW agreed to place a transfer work order to a new vendor for completion of repairs to the bathroom shower valve. Accordingly, on November 16, 2015, FNHW dispatched a transfer work order to A.J. Bono Plumbing to assist in resolution of your claim.
You contacted FNHW on November 29, 2015 stating A.J. Bono Plumbing had not contacted you to schedule an appointment. The vendor's records indicate calls were made by the vendor to you on November 17, November 20, November 24, and November 25, 2015. Currently, the vendor is reporting that an appointment has been scheduled with you for the evening of December 8, 2015. FNHW intends to continue to pursue the resolution of this matter, and awaits the findings of A.J. Bono Plumbing in order to proceed.
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 the Authorization Department at X-XXX-XXX-XXXX, option 2.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) Superior Plumbing didn't arrive my property until late of the day on 11/9/15. He just provided diagnosis only without repairing because it was dark already while leaking water was placed for urgent care.
2) Before Superior Plumbing man left, he told me that he could come back tomorrow to repair if I confirmed with the FNHW to authorize him to do the jobs tonight. So that I contacted FNHW as soon as he left my property to confirm my request for his return to START (NOT "COMPLETE") his repair of the bathroom shower valve. The guy didn't come back to START his job until 11/16/2015. During 11/9/15-11/16/15, I contacted both Superior Plumbing and FNHW few times, thus, there was no MISUNDERSTANDING as you mentioned above, but it was just 7 days waiting for Superior Plumbing to re-order the shower valve parts which can buy right the way at the Home Depot!!!!
3) On 11/16/2015, he came and started his job, but the leak still persisted after his repair. Then he contacted FNHW to authorize more work while he still stayed in my property, but I don't understand why FNHW didn't allow him to continue the job instead transferring the job to a new vendor while leaking water still wasn't stopped yet!!!
4) I didn't get any phone call from A.J. Bono Plumbing on November 17, November 20, November 24, and November 25, 2015 as you mentioned above. If they actual called me then why didn't they leave me a message??? My phone [redacted] can prove for it!!!.
5) During 2 weeks (from 11/26/XXXX - XX/30/2015), I contacted FNHW many times and after received a careless service from FNHW, I filed my complaint to Revdex.com on 11/30/2015.
6) On 12/01/2015, FNHW contacted me and on the same day I really got a missed call and an message from A.J. Bono Plumbing.
7) A.J. Bono Plumbing came in today 12/7/15 to repair but the water still drip around 15 minutes every time after I shut the valve.
Final Business Response /* (4000, 10, 2015/12/16) */
Our records show the most recent correspondence sent by you through the Revdex.com was filed on December 7, 2015; however, you did not contact FNHW until December 11, 2015 to inform the Company of your continued problems in the resolution of your claim. We apologize for the inconvenience caused to you through this ongoing process. For the quickest response, please communicate with the Company regarding your claim status through our Authorization Department at X-XXX-XXX-XXXX, option 2.
As you know, as of December 11, 2015, a recall Service Work Order (SWO) has been dispatched to A. J. Bono Plumbing to assist in the resolution of your claim. For your reference, the number for A. J. Bono Plumbing is (XXX) XXX-XXXX. A representative of our [redacted] Department spoke to A. J. Bono Plumbing on the morning of December 14, 2015, and was advised that two messages had been left for you since December 11, 2015. The [redacted] representative then attempted to contact you personally via the only telephone number we have on file. A message was then left for you advising you of the call attempts made by A. J. Bono Plumbing, and providing you with their contact number so that you may return their call at your soonest convenience. As of December 16, 2015, A.J. Bono Plumbing reported an appointment was scheduled with you for the morning of December 17, 2015.
Should you have any additional questions or concerns do not hesitate to contact us at X-XXX-XXX-XXXX, option 2. Thank you for your business, we 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 1, 2017. Should you have any additional questions or...
Initial Business Response /* (1000, 8, 2015/04/22) */
Please accept my apologies for your inconvenience with this claim for service on your range. Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. Our records show that the touch pad...
for the range was on factory back order. Since your request for assistance through the Revdex.com, FNHW has authorized to replace the range with a Kenmore 5.4 cubic foot electric range with convection oven. As discussed on April 14, 2015 FNHW has also offered cash in lieu of replacement. Please contact our purchasing department at XXX-XXX-XXXX option #4 with your decision at your earliest convenience.
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 March 31, 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.
The Company is in receipt of your complaint. Please be advised the Company is currently...
researching the information regarding your claim. Once a determination has been reached regarding the matter the Company will contact you. We appreciate your patience while we look in to the matter.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/05/20) */
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.
Please accept my apologies on behalf of FNHW for the...
manner in which your claim was handled. FNHW operates with the best of intentions and deepest respect for all of our customers. Each claim is processed according to the terms and conditions of the warranty and accepted or denied on that basis.
Our records show that the technician advised your air conditioning condenser unit is 3 tons with a 5 ton furnace and coil which is a mismatch of equipment. It is the technician's professional opinion that the condenser is undersized for the approximate 2800 square footage size of your home. The square feet method for air conditioner sizing used as a rule of thumb and is 1 ton per approximately 500 square feet of floor area. Please note there are many other factors taken into consideration to correctly size an air conditioning system for a home.
We understand that the units are functioning as designed, but because the condenser is undersized it is working harder to cool the home. Your FNHW Comprehensive Plus Plan does cover for repair or replacement for failures due to conditions of mismatched systems in capacity or efficiency provided the system is not undersized relative to the square footage of the area being cooled or heated as stated below:
Mismatched Systems: FNHW [redacted] repair or replace a system or appliance that has failed due to a mismatch in capacity or efficiency provided the system is not undersized relative to the square footage of area being cooled or heated. If the mismatched system violates a code requirement, the $250.00 Code Violation aggregate applies as stated.
Our records show you spoke to an assistant manager in our authorization department on the evening of May 8, 2015 in regard to the coverage.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response we received from FNWH is a copy of the contract language and does not resolve the ambiguity of the contract language in regards to a mismatched system being undersized for a home (which was and still is our primary coverage issue). Our Warranty Contract, which includes Comprehensive Coverage, does not specify, in any location, the definition of what makes a unit undersized relative to the size of the home (which is the basis on which FNHW is denying coverage). Nor does it provide general parameters, a resource to determine this information, or any other references for a reasonable person to evaluate this exclusion. When purchasing the home we preformed a home inspection by a Master Home Inspector . He did not identify that the cooling system was undersized for the home.
Middle Ground Resolution: FNHW could install a used (as opposed to new) 5-ton capacity cooling system and ensure that the system is working properly.
Final Business Response /* (4000, 9, 2015/06/15) */
Our records show that after FNHW's response through the Revdex.com you requested service for the thermostat. A different company was dispatched by FNHW. The technician advised that they showed you how to use the new thermostat; blew out the primary drain line for the evaporative coil, and added refrigerant. The unit was tested and found working normally and no longer icing.
In regard to your request that FNHW replace your air conditioning condensing unit a used one, please be advised that FNHW does not replace equipment or appliances with used units. Additionally, there is no reason for replacement of the condensing unit as at this time, the unit has not failed. Per FNHW's Limits of Liability # 1 "FNHW's liability is limited to failures due to normal wear and tear during the term of the contract."
FNHW believes the contract language is clear and that there are no ambiguities in regard to this coverage.
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 May 8, 2017.
Should you have any additional...
questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 8, 2015/10/05) */
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 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 September 17, 2015 the technician reported to FNHW that the blower motor was missing the motor mount bracket which in turn caused the blower motor to shake, and the shaking of the blower motor resulted in the circuit board failure. The claim was subsequently denied as the cause of failure to the system is due to the missing motor mount bracket supported by the Contract's Limits of Liability #5: "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
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.
Initial Business Response /* (1000, 5, 2015/09/25) */
Please accept my sincere apologies on behalf of FNHW for the inconveniences to you and your family during your refrigerator claim. FNHW operates with the best of intentions and deepest respect for all of our customers. Our records show that you...
worked directly with our purchasing manager, [redacted] who approved replacement of the refrigerator and ordered the GE Profile 27.7 cu. ft. French Door Refrigerator Model # PFE28RSHSS on September 11, 2015.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After discussion with an assistant manager I was able to resolve our issue to our full satisfaction. Also, I appreciate the discussion we had, and the way I was treated. The response was better than hoped for. I can happily say after all is said and done: thank you for your help FNHW.
Complaint: [redacted]
I am rejecting this response because: there was no resolution, simply an acknowledgment that a complaint was filed.
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.
Review of your claim information shows the claim has been resolved to your satisfaction....
We hope that the true value of this home warranty coverage will 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.
Initial Business Response /* (1000, 5, 2015/10/15) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claim. FNHW operates with the best of intentions and deepest respect for all of our customers. 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.
Our records show FNHW has authorized the repair of your Cooktop under the terms and conditions of your Contract. These repairs were completed on or about October 5, 2015.
FNHW determined to repair the clothes washer in accordance with the your contract's Limits of Liability #3, which states in relevant part; "FNHW [redacted] determine whether a covered item [redacted] be repaired or replaced." As an alternative to the repairs, FNHW offered cash in lieu of repairs for the clothes washer pursuant to the contract's Limits of Liability #11: "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or appliance. The amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder."
The records show on the afternoon of October 15, 2015 you advised FNHW to complete the authorized repairs for your clothes washer according to the terms and conditions of your contract. As you were advised by our Purchasing Department the parts for the repairs are estimated to ship to the vendor within three business days.
Should you have any additional questions, please do not hesitate to contact us. We value your business and we 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 letters dated September 7, 2017. Should you have any additional questions...
Initial Business Response /* (1000, 5, 2015/06/29) */
We have reviewed this homeowner's concerns and we are sorry to see that this matter has now been lingering for several weeks. As his detailed complaint attests; we have been actively working with the homeowner to identify the failure to the...
dishwasher so that coverage can be afforded under the home warranty policy. As he describes; three separate licensed technician's have investigated this claim. All of the technician's continue to report that there is no mechanical failure at the property.
This is important because this claim is subject to the home warranty policy. The warranty explains that; "COMPANY [redacted] repair or replace the covered systems, components and appliances that fail due to normal wear and tear that occurs during the contract term." The dishwasher is a covered system. In the "Kitchen Appliances" section of the contract, it explains that we cover parts and components that affect the operation of the dishwasher.
As there is no mechanical failure and no part or component that has been identified as in need of repair or replacement there is nothing that BPG can do to address a functional dishwasher. Moreover, the "hard water" and calcium build-up that is being described by the most recent technician is specifically listed in the warranty policy as being non-covered. The "diminution of efficiency" (i.e. the dishwasher is not cleaning as well as it used to) is also not covered by the warranty.
While we appreciate the frustration that this causes to the homeowner; without a licensed technician's report of a specific failure we have no way to cover this component. We would be happy to review another opinion if the homeowner would like to bring in a 4th contractor; but with 3 opinions already on file we are satisfied that this unit has been thoroughly investigated.
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, [redacted] Los [redacted] CA XXXXX . Phone XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good to hear back from Fidelity Home Warranty though disappointing to read that they consider a dishwasher that does not clean the dishes, glasses, and silverware as "functional". While it is true the dishwasher turns on, sloshes the water about, and turns off, it is far from functional as the dishes come out of the machine with food particles still on them, the glasses with a white film residue, and the silverware barely cleaner than before the dishwasher went through its cycles.
It is additionally disappointing to read that they are now claiming calcium build-up as a reason they [redacted] not honor the terms of our home warranty contract to replace the dishwasher even though none of the three licensed technicians reported calcium build-up nor is there any evidence of this in the machine.
While Fidelity may be " . . . satisfied that the unit has been thoroughly investigated", we continue to be plagued with dirty dishes from every dishwasher load. That is, clearly not a properly operating dishwasher from any rational person's viewpoint. This is not "diminution of efficiency" as Fidelity states but operating failure.
For Fidelity to state, ". . . there is nothing that BPG can do . . ." is remarkable in its corporate sided avoidance of the simple solution of replacing the non-working machine.
As we have been asked by the Revdex.com to provide a middle ground offer to settle this matter, we would consider the refund of the $465 that we paid for the home warranty as a reasonable solution (we would absorb the $65 trade call fee as a sign of reasonableness even though a new replacement stainless steel LG dishwasher [redacted] cost us considerably more than $465). Upon receipt of that refund we would immediately cancel the Fidelity home warranty contract, not pursue resolution of this matter through other means, and replace the broken dishwasher on our own.
Final Business Response /* (4000, 9, 2015/07/07) */
While we appreciate the homeowner's frustrations, all of our decisions are based on the findings of the licensed independent technicians who have evaluated this appliance.
As a home warranty company; we are a regulated industry and must continue to operate within the confines of the contract. If the homeowners wish to cancel their policy they can certainly do that; however they would only receive a pro-rata refund less a service charge. Only cancellations made within the first 30 days can be fully refunded. As this policy started last September we are well outside that range.
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, [redacted] St., Los [redacted] CA XXXXX . Phone XXX-XXX-XXXX.
The Company has investigated the information regarding your claim for your Air Conditioning. Review of your claim information shows that the Company has authorized replacement to your Heat Pump 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.
Complaint: [redacted]
I am rejecting this response because: Fidelity responded with their explanation that "failures due to improper previous repair...is not covered." This statement is not valid. The opener was repaired under my contract with Fidelity and Fidelity was contacted every time the opener failed. This is not a good business.
Sincerely,
[redacted]
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]
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.
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.
Complaint: [redacted]I am rejecting this response because:
The apology is canned and unauthentic. If they're authentic in their apology they would have picked up the phone and called me. Since they used a canned response, I believe they will continue to abuse other customers and not meet the level of service advertised. The purpose of this vendor, in my opinion, is to provide a service when someone needs it not at their or their vendors convenience which is what I feel happened to me. Unacceptable and unauthentic response from this company. Sincerely,[redacted]
Initial Business Response /* (1000, 6, 2015/12/03) */
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.
Our records show that on November 8, 2015 you...
placed a claim for service of your water heater and bathroom shower valve. On November 9, 2015, FNHW was advised by the technician from Superior Plumbing that the water heater required replacement and the stem for the bathroom shower valve required replacement. At this time, a representative of our Authorization Department contacted you and explained this information, and at your request explained the option of cash in lieu of replacement for the water heater and/or repair of the bathroom shower valve. You advised that representative that you would call back with a decision regarding proceeding with the work through Superior Plumbing or taking the cash in lieu for one or both of the items.
You called back in to the Authorization Department later that same day and requested cash in lieu of the water heater replacement only, which was processed per your request. You contacted the Authorization Department again on November 11, 2015 stating the vendor had not contacted you to return to complete the repair of the bathroom shower valve. FNHW followed up on this and was advised by Superior Plumbing on November 12, 2015, that a misunderstanding had occurred and they were under the impression that cash in lieu had also been accepted for the bathroom shower valve. Superior Plumbing was instructed to re-order the shower valve parts. Between November 13 and November 16, 2015, Superior Plumbing went back out to complete the repair; however, they informed FNHW on November 16, 2015, that you claimed the shower leak persisted after the repair had been completed. At this time, FNHW agreed to place a transfer work order to a new vendor for completion of repairs to the bathroom shower valve. Accordingly, on November 16, 2015, FNHW dispatched a transfer work order to A.J. Bono Plumbing to assist in resolution of your claim.
You contacted FNHW on November 29, 2015 stating A.J. Bono Plumbing had not contacted you to schedule an appointment. The vendor's records indicate calls were made by the vendor to you on November 17, November 20, November 24, and November 25, 2015. Currently, the vendor is reporting that an appointment has been scheduled with you for the evening of December 8, 2015. FNHW intends to continue to pursue the resolution of this matter, and awaits the findings of A.J. Bono Plumbing in order to proceed.
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 the Authorization Department at X-XXX-XXX-XXXX, option 2.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) Superior Plumbing didn't arrive my property until late of the day on 11/9/15. He just provided diagnosis only without repairing because it was dark already while leaking water was placed for urgent care.
2) Before Superior Plumbing man left, he told me that he could come back tomorrow to repair if I confirmed with the FNHW to authorize him to do the jobs tonight. So that I contacted FNHW as soon as he left my property to confirm my request for his return to START (NOT "COMPLETE") his repair of the bathroom shower valve. The guy didn't come back to START his job until 11/16/2015. During 11/9/15-11/16/15, I contacted both Superior Plumbing and FNHW few times, thus, there was no MISUNDERSTANDING as you mentioned above, but it was just 7 days waiting for Superior Plumbing to re-order the shower valve parts which can buy right the way at the Home Depot!!!!
3) On 11/16/2015, he came and started his job, but the leak still persisted after his repair. Then he contacted FNHW to authorize more work while he still stayed in my property, but I don't understand why FNHW didn't allow him to continue the job instead transferring the job to a new vendor while leaking water still wasn't stopped yet!!!
4) I didn't get any phone call from A.J. Bono Plumbing on November 17, November 20, November 24, and November 25, 2015 as you mentioned above. If they actual called me then why didn't they leave me a message??? My phone [redacted] can prove for it!!!.
5) During 2 weeks (from 11/26/XXXX - XX/30/2015), I contacted FNHW many times and after received a careless service from FNHW, I filed my complaint to Revdex.com on 11/30/2015.
6) On 12/01/2015, FNHW contacted me and on the same day I really got a missed call and an message from A.J. Bono Plumbing.
7) A.J. Bono Plumbing came in today 12/7/15 to repair but the water still drip around 15 minutes every time after I shut the valve.
Final Business Response /* (4000, 10, 2015/12/16) */
Our records show the most recent correspondence sent by you through the Revdex.com was filed on December 7, 2015; however, you did not contact FNHW until December 11, 2015 to inform the Company of your continued problems in the resolution of your claim. We apologize for the inconvenience caused to you through this ongoing process. For the quickest response, please communicate with the Company regarding your claim status through our Authorization Department at X-XXX-XXX-XXXX, option 2.
As you know, as of December 11, 2015, a recall Service Work Order (SWO) has been dispatched to A. J. Bono Plumbing to assist in the resolution of your claim. For your reference, the number for A. J. Bono Plumbing is (XXX) XXX-XXXX. A representative of our [redacted] Department spoke to A. J. Bono Plumbing on the morning of December 14, 2015, and was advised that two messages had been left for you since December 11, 2015. The [redacted] representative then attempted to contact you personally via the only telephone number we have on file. A message was then left for you advising you of the call attempts made by A. J. Bono Plumbing, and providing you with their contact number so that you may return their call at your soonest convenience. As of December 16, 2015, A.J. Bono Plumbing reported an appointment was scheduled with you for the morning of December 17, 2015.
Should you have any additional questions or concerns do not hesitate to contact us at X-XXX-XXX-XXXX, option 2. Thank you for your business, we 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 1, 2017. Should you have any additional questions or...
concerns do not hesitate to contact us.
Initial Business Response /* (1000, 8, 2015/04/22) */
Please accept my apologies for your inconvenience with this claim for service on your range. Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. Our records show that the touch pad...
for the range was on factory back order. Since your request for assistance through the Revdex.com, FNHW has authorized to replace the range with a Kenmore 5.4 cubic foot electric range with convection oven. As discussed on April 14, 2015 FNHW has also offered cash in lieu of replacement. Please contact our purchasing department at XXX-XXX-XXXX option #4 with your decision at your earliest convenience.
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 March 31, 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.
The Company is in receipt of your complaint. Please be advised the Company is currently...
researching the information regarding your claim. Once a determination has been reached regarding the matter the Company will contact you. We appreciate your patience while we look in to the matter.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/05/20) */
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.
Please accept my apologies on behalf of FNHW for the...
manner in which your claim was handled. FNHW operates with the best of intentions and deepest respect for all of our customers. Each claim is processed according to the terms and conditions of the warranty and accepted or denied on that basis.
Our records show that the technician advised your air conditioning condenser unit is 3 tons with a 5 ton furnace and coil which is a mismatch of equipment. It is the technician's professional opinion that the condenser is undersized for the approximate 2800 square footage size of your home. The square feet method for air conditioner sizing used as a rule of thumb and is 1 ton per approximately 500 square feet of floor area. Please note there are many other factors taken into consideration to correctly size an air conditioning system for a home.
We understand that the units are functioning as designed, but because the condenser is undersized it is working harder to cool the home. Your FNHW Comprehensive Plus Plan does cover for repair or replacement for failures due to conditions of mismatched systems in capacity or efficiency provided the system is not undersized relative to the square footage of the area being cooled or heated as stated below:
Mismatched Systems: FNHW [redacted] repair or replace a system or appliance that has failed due to a mismatch in capacity or efficiency provided the system is not undersized relative to the square footage of area being cooled or heated. If the mismatched system violates a code requirement, the $250.00 Code Violation aggregate applies as stated.
Our records show you spoke to an assistant manager in our authorization department on the evening of May 8, 2015 in regard to the coverage.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response we received from FNWH is a copy of the contract language and does not resolve the ambiguity of the contract language in regards to a mismatched system being undersized for a home (which was and still is our primary coverage issue). Our Warranty Contract, which includes Comprehensive Coverage, does not specify, in any location, the definition of what makes a unit undersized relative to the size of the home (which is the basis on which FNHW is denying coverage). Nor does it provide general parameters, a resource to determine this information, or any other references for a reasonable person to evaluate this exclusion. When purchasing the home we preformed a home inspection by a Master Home Inspector . He did not identify that the cooling system was undersized for the home.
Middle Ground Resolution: FNHW could install a used (as opposed to new) 5-ton capacity cooling system and ensure that the system is working properly.
Final Business Response /* (4000, 9, 2015/06/15) */
Our records show that after FNHW's response through the Revdex.com you requested service for the thermostat. A different company was dispatched by FNHW. The technician advised that they showed you how to use the new thermostat; blew out the primary drain line for the evaporative coil, and added refrigerant. The unit was tested and found working normally and no longer icing.
In regard to your request that FNHW replace your air conditioning condensing unit a used one, please be advised that FNHW does not replace equipment or appliances with used units. Additionally, there is no reason for replacement of the condensing unit as at this time, the unit has not failed. Per FNHW's Limits of Liability # 1 "FNHW's liability is limited to failures due to normal wear and tear during the term of the contract."
FNHW believes the contract language is clear and that there are no ambiguities in regard to this coverage.
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 May 8, 2017.
Should you have any additional...
questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 8, 2015/10/05) */
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 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 September 17, 2015 the technician reported to FNHW that the blower motor was missing the motor mount bracket which in turn caused the blower motor to shake, and the shaking of the blower motor resulted in the circuit board failure. The claim was subsequently denied as the cause of failure to the system is due to the missing motor mount bracket supported by the Contract's Limits of Liability #5: "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
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.
Initial Business Response /* (1000, 5, 2015/09/25) */
Please accept my sincere apologies on behalf of FNHW for the inconveniences to you and your family during your refrigerator claim. FNHW operates with the best of intentions and deepest respect for all of our customers. Our records show that you...
worked directly with our purchasing manager, [redacted] who approved replacement of the refrigerator and ordered the GE Profile 27.7 cu. ft. French Door Refrigerator Model # PFE28RSHSS on September 11, 2015.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After discussion with an assistant manager I was able to resolve our issue to our full satisfaction. Also, I appreciate the discussion we had, and the way I was treated. The response was better than hoped for. I can happily say after all is said and done: thank you for your help FNHW.
Complaint: [redacted]
I am rejecting this response because: there was no resolution, simply an acknowledgment that a complaint was filed.
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.
Review of your claim information shows the claim has been resolved to your satisfaction....
We hope that the true value of this home warranty coverage will 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.
Initial Business Response /* (1000, 5, 2015/10/15) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claim. FNHW operates with the best of intentions and deepest respect for all of our customers. 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.
Our records show FNHW has authorized the repair of your Cooktop under the terms and conditions of your Contract. These repairs were completed on or about October 5, 2015.
FNHW determined to repair the clothes washer in accordance with the your contract's Limits of Liability #3, which states in relevant part; "FNHW [redacted] determine whether a covered item [redacted] be repaired or replaced." As an alternative to the repairs, FNHW offered cash in lieu of repairs for the clothes washer pursuant to the contract's Limits of Liability #11: "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or appliance. The amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder."
The records show on the afternoon of October 15, 2015 you advised FNHW to complete the authorized repairs for your clothes washer according to the terms and conditions of your contract. As you were advised by our Purchasing Department the parts for the repairs are estimated to ship to the vendor within three business days.
Should you have any additional questions, please do not hesitate to contact us. We value your business and we 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 letters dated September 7, 2017. Should you have any additional questions...
or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/06/29) */
We have reviewed this homeowner's concerns and we are sorry to see that this matter has now been lingering for several weeks. As his detailed complaint attests; we have been actively working with the homeowner to identify the failure to the...
dishwasher so that coverage can be afforded under the home warranty policy. As he describes; three separate licensed technician's have investigated this claim. All of the technician's continue to report that there is no mechanical failure at the property.
This is important because this claim is subject to the home warranty policy. The warranty explains that; "COMPANY [redacted] repair or replace the covered systems, components and appliances that fail due to normal wear and tear that occurs during the contract term." The dishwasher is a covered system. In the "Kitchen Appliances" section of the contract, it explains that we cover parts and components that affect the operation of the dishwasher.
As there is no mechanical failure and no part or component that has been identified as in need of repair or replacement there is nothing that BPG can do to address a functional dishwasher. Moreover, the "hard water" and calcium build-up that is being described by the most recent technician is specifically listed in the warranty policy as being non-covered. The "diminution of efficiency" (i.e. the dishwasher is not cleaning as well as it used to) is also not covered by the warranty.
While we appreciate the frustration that this causes to the homeowner; without a licensed technician's report of a specific failure we have no way to cover this component. We would be happy to review another opinion if the homeowner would like to bring in a 4th contractor; but with 3 opinions already on file we are satisfied that this unit has been thoroughly investigated.
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, [redacted] Los [redacted] CA XXXXX . Phone XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good to hear back from Fidelity Home Warranty though disappointing to read that they consider a dishwasher that does not clean the dishes, glasses, and silverware as "functional". While it is true the dishwasher turns on, sloshes the water about, and turns off, it is far from functional as the dishes come out of the machine with food particles still on them, the glasses with a white film residue, and the silverware barely cleaner than before the dishwasher went through its cycles.
It is additionally disappointing to read that they are now claiming calcium build-up as a reason they [redacted] not honor the terms of our home warranty contract to replace the dishwasher even though none of the three licensed technicians reported calcium build-up nor is there any evidence of this in the machine.
While Fidelity may be " . . . satisfied that the unit has been thoroughly investigated", we continue to be plagued with dirty dishes from every dishwasher load. That is, clearly not a properly operating dishwasher from any rational person's viewpoint. This is not "diminution of efficiency" as Fidelity states but operating failure.
For Fidelity to state, ". . . there is nothing that BPG can do . . ." is remarkable in its corporate sided avoidance of the simple solution of replacing the non-working machine.
As we have been asked by the Revdex.com to provide a middle ground offer to settle this matter, we would consider the refund of the $465 that we paid for the home warranty as a reasonable solution (we would absorb the $65 trade call fee as a sign of reasonableness even though a new replacement stainless steel LG dishwasher [redacted] cost us considerably more than $465). Upon receipt of that refund we would immediately cancel the Fidelity home warranty contract, not pursue resolution of this matter through other means, and replace the broken dishwasher on our own.
Final Business Response /* (4000, 9, 2015/07/07) */
While we appreciate the homeowner's frustrations, all of our decisions are based on the findings of the licensed independent technicians who have evaluated this appliance.
As a home warranty company; we are a regulated industry and must continue to operate within the confines of the contract. If the homeowners wish to cancel their policy they can certainly do that; however they would only receive a pro-rata refund less a service charge. Only cancellations made within the first 30 days can be fully refunded. As this policy started last September we are well outside that range.
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, [redacted] St., Los [redacted] CA XXXXX . Phone XXX-XXX-XXXX.
The Company has investigated the information regarding your claim for your Air Conditioning. Review of your claim information shows that the Company has authorized replacement to your Heat Pump 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.
Complaint: [redacted]
I am rejecting this response because: Fidelity responded with their explanation that "failures due to improper previous repair...is not covered." This statement is not valid. The opener was repaired under my contract with Fidelity and Fidelity was contacted every time the opener failed. This is not a good business.
Sincerely,
[redacted]