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.
Initial Business Response /* (1000, 5, 2015/12/21) */
The Company has reviewed your claim of June 9, 2015. Our records show that on or about June 13, 2015, the technician with PR Plumbing Heating & Air Inc. ("Vendor") recharged the refrigerant of your air conditioning equipment. Later that day, you...
informed the Company that several hours after the technician completed this work the air conditioning equipment stopped cooling again. A recall was dispatched to the Vendor and on June 17, 2015, the Company was advised by the Vendor that the air conditioning equipment was tripping the circuit breaker. The technician inspected the electrical wiring of the A/C condensing unit and installed a hard start [redacted]. A second recall claim was initiated on June 24, 2015 and on June 30, 2015 the Company was advised by the Vendor that the A/C condensing unit and evaporative coil required replacement. That same day, a Company representative contacted you and discussed the non-covered charges associated with these replacements. You contended that the furnace should be replaced by the Company however you were informed that the furnace did not have a covered failure and therefore, the Company would not replace the furnace in accordance with the Limits of Liability #1 section of the Contract which states; "FNHW's liability is limited to failures due to normal wear and tear during the term of the contract."
You were informed that you may request a retail bid from the Vendor for the replacement of your furnace should you wish to contract with them directly for that replacement, however, our records indicate that your dispute of the Company's stance on the furnace replacement caused delays in the progression of the claim. On September 8, 2015, you spoke to a representative of the Company and again disputed the coverage of the furnace, at which time you were advised the Company maintained its position on the matter.
Subsequent to this conversation and upon confirmation that you agreed to the non-covered charges for the air conditioning equipment replacements, the Company ordered the replacement equipment on September 8, 2015, in compliance with the most recent 14 SEER requirements. After few weeks without any progress, the Company reached out to you on November 2, 2015, and you stated that you were waiting for a retail bid to be provided by the Vendor for the furnace replacement. On November 13, 2015, the Vendor advised they had attempted to contact you and were unable to reach you. This was again the case on November 17, 19, and 25, 2015. On December 8, 2015, you contacted the Company and advised the job was not completed and that you would like to move forward. The Company then re-verified the equipment order and notified the Vendor of the update. At this time, the Company understands that you still have not been in contact with vendor to schedule the installation of your replacement air conditioning equipment.
It is the Company's opinion at this time that cash in lieu of replacement of your air conditioning equipment may be a more expeditious resolution of your claim. Should you wish to proceed with the replacements with a vendor of your choosing, you may accept cash in lieu of replacement of your A/C condenser and evaporative coil in the amount of the Company's actual cost for your A/C condensing unit and evaporative coil replacement services. Should you wish to discuss this option, please contact the Authorization Department at X-XXX-XXX-XXXX, option 2. If you wish to continue with the replacements through the vendor then you may contact them at your convenience at (XXX) XXX-XXXX to schedule the installation.
Additionally, you requested reimbursement for use of portable air conditioning units during this time in addition to a full refund of your contract premium. The Company is unable to reimburse or issue a refund to you under the Terms and Conditions of the Home Warranty Contract. In regard to the portable air conditioning use, please refer to the Contract's Limits of Liability #3 section which states; "FNHW [redacted] determine whether a covered item [redacted] be repaired or replaced. Except as otherwise noted in this contract, replacements [redacted] be of similar features, capacity and efficiency as the item being replaced. FNHW is not responsible for matching brand, color and/or dimensions. When parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts."
In regard to your request for a refund of your contract premium, please review the Contract's Limits of Liability #10 section which provides; "This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of escrow does not occur. If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW." Review of your contract shows the services performed in addition to the administrative fee which would be deducted from any refund exceeds the amount you paid for your Home Warranty contract, therefore, no refund would be due.
Thank you for your business, we look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/07/14) */
Our records show that FNHW has completed its investigation of this claim. As advised over the phone, FNHW is processing a check for cash in lieu of repairs in accordance to the "Limits" section within Plumbing Systems and Stoppages coverage...
description of the contract. The check [redacted] arrive under separate cover.
Please accept my apologies on behalf of FNHW for any inconvenience you may have had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. All claims are accepted or denied according to the terms and conditions of the contract.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated August 18, 2017.
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 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.
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. Your concerns were forwarded to our Vendor Relations Department to discuss directly with the company involved. Please note that the complaints received negatively affect the vendor's rating with our Company.
FNHW processes each claim under the terms and conditions of the contract; all claims are accepted or denied on that basis. Our records show the non-covered costs that were associated with the replacement of the water heater included obtaining a permit; code upgrades for the drain pan and the drip leg, modification of the water flex line and the disposal of the failed water heater.
Your Standard Plan contract's Limits of Liability #4 and #10 advise that FNHW is not responsible for the cost to meet the proper code criteria, and not responsible for the cost of modifications.
4. When federal, state or local regulations, building and/or similar code criteria require improvements and/or additional costs to service a covered system and/or appliance, including permits, the costs to meet the proper code criteria shall be the sole responsibility of the contract holder, except where otherwise noted in this contract. FNHW [redacted] be responsible for repairs and/or replacement of covered systems and/or appliances after the proper code criteria are met, except where otherwise noted in this contract.
7. FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications.
We do value your business and hope that this letter assists you in a better understanding the terms and conditions of the contract. Our records show on or about the date of October 4, 2015 you accepted the cash in lieu of repairs. As a gesture of customer service, FNHW is reimbursing your service fee. This [redacted] show as a credit on the card that was used for this claim.
Initial Business Response /* (1000, 5, 2015/09/08) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show...
the independent service technician was out to the home on or around July 05, 2014. It was this plumber's professional opinion that the water leak was from the grout for the built-in bench in the upstairs shower.
FNHW was contacted again for further investigation of a leak from the upstairs bathroom on September 19, 2014. The dispatched plumber opened the ceiling below the bathroom and found that the bathtub drain was leaking. He replaced the drain line. On or about October 21, 2014 FNHW dispatched another plumbing technician to close the ceiling to a rough patch finish, as per the plumbing terms of your contact. The records show on October 23, 2014 our customer service representative left you a message to follow up on the claim and notes that he advised should you have any further issues, to contact FNHW.
No additional plumbing leaks were reported to FNHW prior to the expiration of the contract on June 24, 2015. Please be advised that FNHW liability is limited to failures due to normal wear and tear during the term of the contract per the contract's Limits of Liability #1. Additionally, Terms of Coverage #4, "Service work is guaranteed (without an additional service trade call fee) for 30 days on labor and 90 days on parts. The 30/90-day guarantee only applies to malfunctions that are reported to FNHW during the term of this contract. Pest control service work is guaranteed for 30 days from the original date of service."
Based on the aforementioned and under the terms and conditions of the warranty contract FNHW believes that your claim was properly processed. Accordingly, we conclude that no remedial action is necessary.
Initial Business Response /* (1000, 5, 2015/09/17) */
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. Your concerns are important to our Company; I...
appreciate the opportunity to respond.
Our records show that on September 8, 2015, FNHW dispatched a transfer SWO (Service Work Order) to a new vendor to assist in the resolution of your claim. The transfer SWO was sent to the company Wilson Heating and Air. FNHW has been informed by Wilson Heating and Air that they completed the repairs to your air conditioning equipment on or about September 14, 2015.
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, 2016/03/21) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. [redacted] operates with the best of intentions and deepest respect for all of our customers.
The Company has waived the service fee...
associated with the service request for your heater. The refund of this fee will be issued as a check to be received at the property address.
We believe the above completely responds to your request. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/14) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had as a customer of our company.
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied...
on that basis. I understand that you were experiencing a failure with your microwave. FNHW determined this failure could not have occurred within the coverage period and therefore is not covered. As stated in Terms of Coverage #10 of the Contract, "Covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions [redacted] be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or appliance. Known defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
Additionally, the technician found the garbage disposal was disassembled from the air gap. As stated in Limits of Liability #5 of the Contract, "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
As gesture of customer service, FNHW has offered to cancel the Home Warranty Contract and process a full refund to the provider of funds which would be the escrow company.
Sincerely,
[redacted] Department
Complaint:[redacted]I am rejecting this response because:
I finally did receive the letter. The problem with the response is that the claim against the policy was for a leak in a plumbing pipe and not for blockage. The portion of the insurance contract covering pipe leakage does not mention intrusion of roots, and indeed the roots did not cause the leak and did not cause the pipe to collapse.
If Fidelity agrees to pay for the cost of my covered loss I will be able to accept their response.
Sincerely,[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)I don't agree with this response because the representative "[redacted]" strong armed me into filing another service claim. I explained to her that I believe the 1st company that came out caused the issue with my home as secondary damage. She did not listen to me & told me the only thing I can do is file another service fee in which the company came & left. They told me they couldn't help me because I only have access from my roof. They know the given age of my home. I believe it was an attempt to collect another unnecessary service fee. Furthermore, at any point in the conversation was it mentioned that I should have called the 1st company that did the service because if I believed they caused it they have insurance to cover repairs. This is what fidelity's authorization department told me after I HAVE paid $420 to repair the damage the 1st company sent caused. This was verified by the independent company I had to hire after my 2 service calls of $65 each made matters worse. Per the company since Elite plumbing did not properly snake my drain they further pushed the clog to other areas of my home CAUSING the damage! I have it in writing! Had I known the companies that were sent by fidelity were sub-par I would have ores someone independently & not wasted time & frustration on this issue, not to mention going 2 days without any plumbing all while my child has the stomach flu. When I spent time on the phone with the authorization department I got know kind of service either except sent in a bunch of different directions which none of them could even give me a clear explanation while I was NEVER referred to the initial company doing work. So the customer service sucked on top of everything else. I don't see any value in that. To get any answers whatsoever my real estate agent reached out to a local fidelity rep who issued the voucher. That was the only time I seemed to get any kind of decent response, understood what I was going g through as well as admittedly said things were handled wrong by rep "[redacted]" whatever office she works out of. So wherever the 800 # defaults to. But I'm so disappointed with the whole experience I will be looking for another home warranty company when this expires.
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 has obtained information from the vendor AC Overhead Garage Door Co. and has...
corrected the invoicing error which resulted in the service fee statement you previously received. Please be advised the Company considers the service fee to be paid in full at this time. Should you receive any further correspondence regarding payment for the service fee for this service work order please disregard it.
With regard to your request for cancellation of your contract, the Company must respectfully decline your request. Please refer to the Limits of Liability #10 section of the Contract which states: “This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller’s Coverage and close of escrow does not occur. If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW.”
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, 2015/10/12) */
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.
We understand that you are seeking...
reimbursement of the service fee you paid to Artley Plumbing. You may refer to the "Terms of Coverage" #3 section of the Contract which provides; "A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home." The service became due upon placing the claim with FNHW.
Each claim is processed under the terms and conditions of the contract and accepted or denied on that basis. Our records show on September 16, 2015, the technician from Artley Plumbing found the master bathroom toilet had aftermarket parts installed which were the cause of the leak. He further advised that the toilet was modified in order install the incorrect parts, therefore; in order to properly repair the toilet modifications would be required.
Based on the findings from the technician with Artley Plumbing, FNHW determined a second opinion was warranted to ensure a proper repair of the toilet. On October 8, 2015, FNHW initiated a second opinion SWO (Service Work Order), at no additional cost to you. On October 9, 2015, FNHW was advised by the second opinion service vendor that they had been unable to make contact with you in order to schedule an appointment. In an effort to completely resolve your claim a representative of our company [redacted] be contacting you. We appreciate your business and look forward to a prompt resolution.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did too have contact with the second company. I talked to the woman on the phone. Your customer service is non existent. I left several messages with your company I have yet to get a response. You obviously just give people the run around until they are too tired to get the work done. None of this matters. This Revdex.com complaint won't hurt your business at all.
I don't believe that there was any need for a second opinion. Artley Plumbing was 100% convinced that the toilet had to be replaced. However, I can understand why you may question Artley as they were unaware that a new toilet comes with a seat. Why do you do business with Artley if they are incompetent? I should not have to pay the $65 service fee. He does not have to charge that, and should not charge for a job he is unqualified to do. Artley told me that you would give them $100 to do the repair. Why can't I have my money back if you are not going to pay him?
Final Business Response /* (4000, 13, 2015/10/30) */
FNHW would like to have the opportunity to reevaluate the toilet failure with another plumbing company; however, we understand that you are declining service.
As a gesture of customer service, FNHW is reimbursing the service fee. You [redacted] receive the $65.00 check under separate cover within 10-15 business days.
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. We value your business and look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 15, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If you refund the $65 I [redacted] be satisfied. I suggest you pick a better plumber for Escondido. Pick someone whose opinion you trust the first time. And MORE IMPORTANTLY have better COMMUNICATIONS with customers. When I did not hear from you after the plumber came I FELT ABANDONED. You should have told me that you wanted a second opinion and that I was not going to get stuck with a second service call. After feeling abandoned, I was turned off from getting help. It seemed like a SIMPLE REPAIR was becoming an ordeal that you had no intention of repairing. I [redacted] get the toilet fixed someday.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Again, please refer to the Company’s letters dated August 25, 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.
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 July 10, 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. Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on...
that basis. Our records show the first technician who serviced your home on or about March 13, 2016, cleared the kitchen sink branch line stoppage. You then called the Company back and advised your home was experiencing a mainline stoppage. Per your request, the Company agreed to send a different technician out to your home with the agreement that a new service fee would be due. Subsequently, your claim was denied pursuant to the Plumbing System/Stoppages section of the Contract which states FNHW will cover: "stoppages which can be cleared with standard sewer cable (125') through an existing, accessible, ground level mainline cleanout without excavation." Additionally, "access to drain or sewer lines from vent" is specifically mentioned under the Not Covered header.The Company understands you are requesting a refund of the service fees you paid for the two above referenced service work orders. As a gesture of good faith please be advised the Company has waived the service fee associated with the most recent service work order. However, the Company considers the service fee associated with the original service work order to be due pursuant to the provisions of the Home Warranty Contract and thus will not be refunded. 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, 2015/09/28) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claim. When you have a FNHW you have every reason to expect quality customer service. Clearly that did not happen, and...
I regret the delay in service due to the wrong equipment order. FNHW operates with the best of intentions and deepest respect for all of our customers.
Although per Limits of Liability #6 section of your Contract, FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties, FNHW did everything within its control to expedite the service one we were aware that the wrong equipment was ordered and understand the new condensing unit has been installed.
As a gesture of customer service, the service trade call fee of $65.00 has been waived. You may disregard any [redacted] for the trade call fee. We value your business and we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint finally resolved, just wish it was done more efficiently.
Initial Business Response /* (1000, 5, 2015/09/11) */
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 FNHW has added the coverage for...
the kitchen refrigerator and authorized repairs to the ice maker under the terms and conditions of your contract.
It is our hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to you. We look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Shortly after making this complaint, we were contacted by management who was able to resolve the issue by adding the additional coverage. We have since had service; and are awaiting a replacement.
Initial Business Response /* (1000, 5, 2015/08/24) */
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. Our records show that the spa company technician was unaware that the FNHW did not provide coverage for this component. The claim has been denied as the failure is to the electronic control panel and this is listed in the Not Covered section of the Pool/Spa Equipment Option."Not Covered section:
liners - solar related equipment - underground water, gas and electrical lines - skimmers - chlorinator or ozonator - ornamental fountains - waterfalls and their pumping systems - structural and/or cosmetic defects - cost of access to make repairs or replacements - inaccessible portion of the spa jets - pop-up heads - turbo or motorized valves - electronic/computerized controls and/or control panels - pool sweeps and related cleaning equipment - salt."
Your concerns were forwarded to our Vendors Relations Department to discuss directly with the owner of the company involved. Please note that the complaints received negatively affect the vendor's rating with FNHW.
We spoke to spa company in regard to returning the part, and they advised that they have called but have not heard back from you. Please give them a call to make arraignments to return the part.
As a gesture of customer service, FNHW is reimbursing the trade call service fee to the credit card on file.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
August 25th we received an unscheduled, unauthorized 'visit' from a Perfect Spas 'tech'. The visit consisted of a service truck slowly entering our compound, stopping, and exiting the truck with a pieces of plumbing, placing it on my front steps and driving away. As I rushed out the door and said "this is how you do business"? The person driving the truck stated "this is what your insurance company said to do - return the parts". Now, this may or may not be the parts removed (I'm no plumber). The fact remains my partially operating fully filled spa is now empty and totally inoperable. Perfect Spas has cannibalized the internals of the spa, and service has been denied based on the alleged diagnosis of the most slipshod company I've ever seen. Perfect Spas has made no effort to communicate ANYTHING, and FNHW has been dismissive and condescending at every juncture. "As a gesture of customer service.." indeed! Our request for a repaired spa, refund of trade service fee AND refund of spa "warranty" - denied on the basis of NOTHING - stands.
Final Business Response /* (4000, 10, 2015/09/10) */
When you purchase a Fidelity National Home Warranty (FNHW) 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 on behalf of FNHW for the manner in which this has been handled. Our records show that our representative gave you instructions on obtaining your own spa technician to resolve this matter according to the Terms of Coverage #2 of the contract. In addition, FNHW vendor relations representative [redacted] left you a message today to discuss this matter. Please return his call so that we may assist you with a resolution.
Final Consumer Response /* (4200, 12, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
FNHW has been in contact with us and has pledged to contact another business to work on this claim. As of September 17th, we have not been contacted by that business. Our spa remains canabilized, empty and inoperable. Our demand for a repaired spa without furter expenditure stands. We are unaware of any monetary compensation (refunded service fee) extended by FNHW as repairation for this fiasco.
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.
Initial Business Response /* (1000, 5, 2015/12/21) */
The Company has reviewed your claim of June 9, 2015. Our records show that on or about June 13, 2015, the technician with PR Plumbing Heating & Air Inc. ("Vendor") recharged the refrigerant of your air conditioning equipment. Later that day, you...
informed the Company that several hours after the technician completed this work the air conditioning equipment stopped cooling again. A recall was dispatched to the Vendor and on June 17, 2015, the Company was advised by the Vendor that the air conditioning equipment was tripping the circuit breaker. The technician inspected the electrical wiring of the A/C condensing unit and installed a hard start [redacted]. A second recall claim was initiated on June 24, 2015 and on June 30, 2015 the Company was advised by the Vendor that the A/C condensing unit and evaporative coil required replacement. That same day, a Company representative contacted you and discussed the non-covered charges associated with these replacements. You contended that the furnace should be replaced by the Company however you were informed that the furnace did not have a covered failure and therefore, the Company would not replace the furnace in accordance with the Limits of Liability #1 section of the Contract which states; "FNHW's liability is limited to failures due to normal wear and tear during the term of the contract."
You were informed that you may request a retail bid from the Vendor for the replacement of your furnace should you wish to contract with them directly for that replacement, however, our records indicate that your dispute of the Company's stance on the furnace replacement caused delays in the progression of the claim. On September 8, 2015, you spoke to a representative of the Company and again disputed the coverage of the furnace, at which time you were advised the Company maintained its position on the matter.
Subsequent to this conversation and upon confirmation that you agreed to the non-covered charges for the air conditioning equipment replacements, the Company ordered the replacement equipment on September 8, 2015, in compliance with the most recent 14 SEER requirements. After few weeks without any progress, the Company reached out to you on November 2, 2015, and you stated that you were waiting for a retail bid to be provided by the Vendor for the furnace replacement. On November 13, 2015, the Vendor advised they had attempted to contact you and were unable to reach you. This was again the case on November 17, 19, and 25, 2015. On December 8, 2015, you contacted the Company and advised the job was not completed and that you would like to move forward. The Company then re-verified the equipment order and notified the Vendor of the update. At this time, the Company understands that you still have not been in contact with vendor to schedule the installation of your replacement air conditioning equipment.
It is the Company's opinion at this time that cash in lieu of replacement of your air conditioning equipment may be a more expeditious resolution of your claim. Should you wish to proceed with the replacements with a vendor of your choosing, you may accept cash in lieu of replacement of your A/C condenser and evaporative coil in the amount of the Company's actual cost for your A/C condensing unit and evaporative coil replacement services. Should you wish to discuss this option, please contact the Authorization Department at X-XXX-XXX-XXXX, option 2. If you wish to continue with the replacements through the vendor then you may contact them at your convenience at (XXX) XXX-XXXX to schedule the installation.
Additionally, you requested reimbursement for use of portable air conditioning units during this time in addition to a full refund of your contract premium. The Company is unable to reimburse or issue a refund to you under the Terms and Conditions of the Home Warranty Contract. In regard to the portable air conditioning use, please refer to the Contract's Limits of Liability #3 section which states; "FNHW [redacted] determine whether a covered item [redacted] be repaired or replaced. Except as otherwise noted in this contract, replacements [redacted] be of similar features, capacity and efficiency as the item being replaced. FNHW is not responsible for matching brand, color and/or dimensions. When parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts."
In regard to your request for a refund of your contract premium, please review the Contract's Limits of Liability #10 section which provides; "This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of escrow does not occur. If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW." Review of your contract shows the services performed in addition to the administrative fee which would be deducted from any refund exceeds the amount you paid for your Home Warranty contract, therefore, no refund would be due.
Thank you for your business, we look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/07/14) */
Our records show that FNHW has completed its investigation of this claim. As advised over the phone, FNHW is processing a check for cash in lieu of repairs in accordance to the "Limits" section within Plumbing Systems and Stoppages coverage...
description of the contract. The check [redacted] arrive under separate cover.
Please accept my apologies on behalf of FNHW for any inconvenience you may have had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. All claims are accepted or denied according to the terms and conditions of the contract.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated August 18, 2017.
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 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.
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. Your concerns were forwarded to our Vendor Relations Department to discuss directly with the company involved. Please note that the complaints received negatively affect the vendor's rating with our Company.
FNHW processes each claim under the terms and conditions of the contract; all claims are accepted or denied on that basis. Our records show the non-covered costs that were associated with the replacement of the water heater included obtaining a permit; code upgrades for the drain pan and the drip leg, modification of the water flex line and the disposal of the failed water heater.
Your Standard Plan contract's Limits of Liability #4 and #10 advise that FNHW is not responsible for the cost to meet the proper code criteria, and not responsible for the cost of modifications.
4. When federal, state or local regulations, building and/or similar code criteria require improvements and/or additional costs to service a covered system and/or appliance, including permits, the costs to meet the proper code criteria shall be the sole responsibility of the contract holder, except where otherwise noted in this contract. FNHW [redacted] be responsible for repairs and/or replacement of covered systems and/or appliances after the proper code criteria are met, except where otherwise noted in this contract.
7. FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications.
We do value your business and hope that this letter assists you in a better understanding the terms and conditions of the contract. Our records show on or about the date of October 4, 2015 you accepted the cash in lieu of repairs. As a gesture of customer service, FNHW is reimbursing your service fee. This [redacted] show as a credit on the card that was used for this claim.
Initial Business Response /* (1000, 5, 2015/09/08) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show...
the independent service technician was out to the home on or around July 05, 2014. It was this plumber's professional opinion that the water leak was from the grout for the built-in bench in the upstairs shower.
FNHW was contacted again for further investigation of a leak from the upstairs bathroom on September 19, 2014. The dispatched plumber opened the ceiling below the bathroom and found that the bathtub drain was leaking. He replaced the drain line. On or about October 21, 2014 FNHW dispatched another plumbing technician to close the ceiling to a rough patch finish, as per the plumbing terms of your contact. The records show on October 23, 2014 our customer service representative left you a message to follow up on the claim and notes that he advised should you have any further issues, to contact FNHW.
No additional plumbing leaks were reported to FNHW prior to the expiration of the contract on June 24, 2015. Please be advised that FNHW liability is limited to failures due to normal wear and tear during the term of the contract per the contract's Limits of Liability #1. Additionally, Terms of Coverage #4, "Service work is guaranteed (without an additional service trade call fee) for 30 days on labor and 90 days on parts. The 30/90-day guarantee only applies to malfunctions that are reported to FNHW during the term of this contract. Pest control service work is guaranteed for 30 days from the original date of service."
Based on the aforementioned and under the terms and conditions of the warranty contract FNHW believes that your claim was properly processed. Accordingly, we conclude that no remedial action is necessary.
Initial Business Response /* (1000, 5, 2015/09/17) */
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. Your concerns are important to our Company; I...
appreciate the opportunity to respond.
Our records show that on September 8, 2015, FNHW dispatched a transfer SWO (Service Work Order) to a new vendor to assist in the resolution of your claim. The transfer SWO was sent to the company Wilson Heating and Air. FNHW has been informed by Wilson Heating and Air that they completed the repairs to your air conditioning equipment on or about September 14, 2015.
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, 2016/03/21) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. [redacted] operates with the best of intentions and deepest respect for all of our customers.
The Company has waived the service fee...
associated with the service request for your heater. The refund of this fee will be issued as a check to be received at the property address.
We believe the above completely responds to your request. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/14) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had as a customer of our company.
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied...
on that basis. I understand that you were experiencing a failure with your microwave. FNHW determined this failure could not have occurred within the coverage period and therefore is not covered. As stated in Terms of Coverage #10 of the Contract, "Covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions [redacted] be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or appliance. Known defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
Additionally, the technician found the garbage disposal was disassembled from the air gap. As stated in Limits of Liability #5 of the Contract, "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
As gesture of customer service, FNHW has offered to cancel the Home Warranty Contract and process a full refund to the provider of funds which would be the escrow company.
Sincerely,
[redacted] Department
Complaint:[redacted]I am rejecting this response because:
I finally did receive the letter. The problem with the response is that the claim against the policy was for a leak in a plumbing pipe and not for blockage. The portion of the insurance contract covering pipe leakage does not mention intrusion of roots, and indeed the roots did not cause the leak and did not cause the pipe to collapse.
If Fidelity agrees to pay for the cost of my covered loss I will be able to accept their response.
Sincerely,[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)I don't agree with this response because the representative "[redacted]" strong armed me into filing another service claim. I explained to her that I believe the 1st company that came out caused the issue with my home as secondary damage. She did not listen to me & told me the only thing I can do is file another service fee in which the company came & left. They told me they couldn't help me because I only have access from my roof. They know the given age of my home. I believe it was an attempt to collect another unnecessary service fee. Furthermore, at any point in the conversation was it mentioned that I should have called the 1st company that did the service because if I believed they caused it they have insurance to cover repairs. This is what fidelity's authorization department told me after I HAVE paid $420 to repair the damage the 1st company sent caused. This was verified by the independent company I had to hire after my 2 service calls of $65 each made matters worse. Per the company since Elite plumbing did not properly snake my drain they further pushed the clog to other areas of my home CAUSING the damage! I have it in writing! Had I known the companies that were sent by fidelity were sub-par I would have ores someone independently & not wasted time & frustration on this issue, not to mention going 2 days without any plumbing all while my child has the stomach flu. When I spent time on the phone with the authorization department I got know kind of service either except sent in a bunch of different directions which none of them could even give me a clear explanation while I was NEVER referred to the initial company doing work. So the customer service sucked on top of everything else. I don't see any value in that. To get any answers whatsoever my real estate agent reached out to a local fidelity rep who issued the voucher. That was the only time I seemed to get any kind of decent response, understood what I was going g through as well as admittedly said things were handled wrong by rep "[redacted]" whatever office she works out of. So wherever the 800 # defaults to. But I'm so disappointed with the whole experience I will be looking for another home warranty company when this expires.
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 has obtained information from the vendor AC Overhead Garage Door Co. and has...
corrected the invoicing error which resulted in the service fee statement you previously received. Please be advised the Company considers the service fee to be paid in full at this time. Should you receive any further correspondence regarding payment for the service fee for this service work order please disregard it.
With regard to your request for cancellation of your contract, the Company must respectfully decline your request. Please refer to the Limits of Liability #10 section of the Contract which states: “This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller’s Coverage and close of escrow does not occur. If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW.”
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, 2015/10/12) */
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.
We understand that you are seeking...
reimbursement of the service fee you paid to Artley Plumbing. You may refer to the "Terms of Coverage" #3 section of the Contract which provides; "A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home." The service became due upon placing the claim with FNHW.
Each claim is processed under the terms and conditions of the contract and accepted or denied on that basis. Our records show on September 16, 2015, the technician from Artley Plumbing found the master bathroom toilet had aftermarket parts installed which were the cause of the leak. He further advised that the toilet was modified in order install the incorrect parts, therefore; in order to properly repair the toilet modifications would be required.
Based on the findings from the technician with Artley Plumbing, FNHW determined a second opinion was warranted to ensure a proper repair of the toilet. On October 8, 2015, FNHW initiated a second opinion SWO (Service Work Order), at no additional cost to you. On October 9, 2015, FNHW was advised by the second opinion service vendor that they had been unable to make contact with you in order to schedule an appointment. In an effort to completely resolve your claim a representative of our company [redacted] be contacting you. We appreciate your business and look forward to a prompt resolution.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did too have contact with the second company. I talked to the woman on the phone. Your customer service is non existent. I left several messages with your company I have yet to get a response. You obviously just give people the run around until they are too tired to get the work done. None of this matters. This Revdex.com complaint won't hurt your business at all.
I don't believe that there was any need for a second opinion. Artley Plumbing was 100% convinced that the toilet had to be replaced. However, I can understand why you may question Artley as they were unaware that a new toilet comes with a seat. Why do you do business with Artley if they are incompetent? I should not have to pay the $65 service fee. He does not have to charge that, and should not charge for a job he is unqualified to do. Artley told me that you would give them $100 to do the repair. Why can't I have my money back if you are not going to pay him?
Final Business Response /* (4000, 13, 2015/10/30) */
FNHW would like to have the opportunity to reevaluate the toilet failure with another plumbing company; however, we understand that you are declining service.
As a gesture of customer service, FNHW is reimbursing the service fee. You [redacted] receive the $65.00 check under separate cover within 10-15 business days.
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. We value your business and look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 15, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If you refund the $65 I [redacted] be satisfied. I suggest you pick a better plumber for Escondido. Pick someone whose opinion you trust the first time. And MORE IMPORTANTLY have better COMMUNICATIONS with customers. When I did not hear from you after the plumber came I FELT ABANDONED. You should have told me that you wanted a second opinion and that I was not going to get stuck with a second service call. After feeling abandoned, I was turned off from getting help. It seemed like a SIMPLE REPAIR was becoming an ordeal that you had no intention of repairing. I [redacted] get the toilet fixed someday.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Again, please refer to the Company’s letters dated August 25, 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.
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 July 10, 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. Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on...
that basis. Our records show the first technician who serviced your home on or about March 13, 2016, cleared the kitchen sink branch line stoppage. You then called the Company back and advised your home was experiencing a mainline stoppage. Per your request, the Company agreed to send a different technician out to your home with the agreement that a new service fee would be due. Subsequently, your claim was denied pursuant to the Plumbing System/Stoppages section of the Contract which states FNHW will cover: "stoppages which can be cleared with standard sewer cable (125') through an existing, accessible, ground level mainline cleanout without excavation." Additionally, "access to drain or sewer lines from vent" is specifically mentioned under the Not Covered header.The Company understands you are requesting a refund of the service fees you paid for the two above referenced service work orders. As a gesture of good faith please be advised the Company has waived the service fee associated with the most recent service work order. However, the Company considers the service fee associated with the original service work order to be due pursuant to the provisions of the Home Warranty Contract and thus will not be refunded. 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, 2015/09/28) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claim. When you have a FNHW you have every reason to expect quality customer service. Clearly that did not happen, and...
I regret the delay in service due to the wrong equipment order. FNHW operates with the best of intentions and deepest respect for all of our customers.
Although per Limits of Liability #6 section of your Contract, FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties, FNHW did everything within its control to expedite the service one we were aware that the wrong equipment was ordered and understand the new condensing unit has been installed.
As a gesture of customer service, the service trade call fee of $65.00 has been waived. You may disregard any [redacted] for the trade call fee. We value your business and we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint finally resolved, just wish it was done more efficiently.
Initial Business Response /* (1000, 5, 2015/09/11) */
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 FNHW has added the coverage for...
the kitchen refrigerator and authorized repairs to the ice maker under the terms and conditions of your contract.
It is our hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to you. We look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Shortly after making this complaint, we were contacted by management who was able to resolve the issue by adding the additional coverage. We have since had service; and are awaiting a replacement.
Initial Business Response /* (1000, 5, 2015/08/24) */
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. Our records show that the spa company technician was unaware that the FNHW did not provide coverage for this component. The claim has been denied as the failure is to the electronic control panel and this is listed in the Not Covered section of the Pool/Spa Equipment Option."Not Covered section:
liners - solar related equipment - underground water, gas and electrical lines - skimmers - chlorinator or ozonator - ornamental fountains - waterfalls and their pumping systems - structural and/or cosmetic defects - cost of access to make repairs or replacements - inaccessible portion of the spa jets - pop-up heads - turbo or motorized valves - electronic/computerized controls and/or control panels - pool sweeps and related cleaning equipment - salt."
Your concerns were forwarded to our Vendors Relations Department to discuss directly with the owner of the company involved. Please note that the complaints received negatively affect the vendor's rating with FNHW.
We spoke to spa company in regard to returning the part, and they advised that they have called but have not heard back from you. Please give them a call to make arraignments to return the part.
As a gesture of customer service, FNHW is reimbursing the trade call service fee to the credit card on file.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
August 25th we received an unscheduled, unauthorized 'visit' from a Perfect Spas 'tech'. The visit consisted of a service truck slowly entering our compound, stopping, and exiting the truck with a pieces of plumbing, placing it on my front steps and driving away. As I rushed out the door and said "this is how you do business"? The person driving the truck stated "this is what your insurance company said to do - return the parts". Now, this may or may not be the parts removed (I'm no plumber). The fact remains my partially operating fully filled spa is now empty and totally inoperable. Perfect Spas has cannibalized the internals of the spa, and service has been denied based on the alleged diagnosis of the most slipshod company I've ever seen. Perfect Spas has made no effort to communicate ANYTHING, and FNHW has been dismissive and condescending at every juncture. "As a gesture of customer service.." indeed! Our request for a repaired spa, refund of trade service fee AND refund of spa "warranty" - denied on the basis of NOTHING - stands.
Final Business Response /* (4000, 10, 2015/09/10) */
When you purchase a Fidelity National Home Warranty (FNHW) 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 on behalf of FNHW for the manner in which this has been handled. Our records show that our representative gave you instructions on obtaining your own spa technician to resolve this matter according to the Terms of Coverage #2 of the contract. In addition, FNHW vendor relations representative [redacted] left you a message today to discuss this matter. Please return his call so that we may assist you with a resolution.
Final Consumer Response /* (4200, 12, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
FNHW has been in contact with us and has pledged to contact another business to work on this claim. As of September 17th, we have not been contacted by that business. Our spa remains canabilized, empty and inoperable. Our demand for a repaired spa without furter expenditure stands. We are unaware of any monetary compensation (refunded service fee) extended by FNHW as repairation for this fiasco.