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.
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 February 8, 2018.
Should you have any...
additional questions or concerns do not hesitate to contact us.
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.
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.
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...
Complaint: [redacted]
I am rejecting this response because: there was no resolution, simply an acknowledgment that a complaint was filed.
Sincerely,
[redacted]
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.
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.
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.
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.
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.
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.
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.
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.
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.
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]
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...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. They have decided to return my monies in full that I paid to the company who fixed my ac.Sincerely, [redacted]
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.
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 February 8, 2018.
Should you have any...
additional questions or concerns do not hesitate to contact us.
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.
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.
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.
Complaint: [redacted]
I am rejecting this response because: there was no resolution, simply an acknowledgment that a complaint was filed.
Sincerely,
[redacted]
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.
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.
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.
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.
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.
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.
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.
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.
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.
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]
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.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. They have decided to return my monies in full that I paid to the company who fixed my ac.Sincerely, [redacted]