Initial Business Response /* (1000, 5, 2015/12/23) */
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 contend the service...
trade call fee amount listed in the marketing brochure you are in possession of should be honored by the Company. Please be advised that the marketing brochure is not indicative of the actual Home Warranty product you obtained during the purchase of your home. Our records show that on April 16, 2015; the Company mailed a Declaration Sheet that indicates the specific coverages that apply to the specific Home Warranty product that was purchased. For your records, the Company has scheduled a new copy of this Declaration Sheet to be mailed to you at your property address. You may refer to the Terms of Coverage #3 section of the Contract which clearly states; "There is a $60.00 service fee due for each trade call, or actual cost of service, whichever is less, paid to the independent service contractor at the time of service. For example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call fee. Failure to pay the service trade call fee [redacted] result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage [redacted] be reinstated for the remainder of the contract term. Service requests must be received prior to the expiration of the contract term." Furthermore, our records show when you contacted the Company to place your claim for service on October 30, 2015, that you were advised by the Service Representative a $60.00 service fee would be due at the time of service. On December 22, 2015 you verbally confirmed that you had been advised of the $60.00 service fee upon initiation of your service claim.
Additionally, you are requesting cancellation of your Contract and a full refund of your contract premium. Please refer to the Limits of Liability #10 section of the Contract which states in relevant part; "This contract is non-cancelable by FNHW, 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 sale does not occur. If this contract is canceled, the provider of funds shall be entitled to a prorated refund of the paid contract fee for the unexpired term, less an administrative fee and any service costs incurred by FNHW. Upon renewal, this contract is non-cancelable except for non-payment of contract fees, fraud, or misrepresentation of facts. Contract holder(s) must submit request for cancellation in writing. Colorado: This contract is governed by the provision of the "Colorado Consumer Protection Act" or the "Unfair Practices Act," Articles 1 and 2 of Title 6 C.R.S., and the contract holder may have a right of civil action under such laws, including obtaining the recourse of penalties specified in such laws."
You may submit a written request for cancellation, signed by all legal owners of the property, via email to: [redacted]@fnf.com, or via fax to: X-XXX-XXX-XXXX. Review of your contract shows that the cost incurred by the Company for services rendered under the water heater claim exceeds the amount paid for the contract; therefore, no refund would be due. Please be advised that your contract is due to expire on March 24, 2015. Should you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/06/25) */
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 for your inconveniences in the claim process for your air conditioner.
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 Vendors Relations Department to discuss directly with the company involved. Additionally, please note that the complaints received negatively affect the vendor's rating with FNHW. Our records do not show the service fee paid to the first company out, as gesture of customer service FNHW has waived that service fee.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My AC is finally fixed. As long that the fee waived, and hopefully next time the service [redacted] be better, I'm OK with everything.
Initial Business Response /* (1000, 5, 2015/09/09) */
We are certainly sorry to hear of this homeowner's concerns and we have conducted a detailed review of her file to evaluate all of the items that she has mentioned. It is important to remember in this review that BPG did not cause the failure to...
her A/C system and that we are bound by the terms of the warranty contract (and the [redacted] Real Estate Comission) to execute the terms of the contract as they are written.
The claim was called in to BPG on 7/22 @ 8:26pm (GA time) and was dispatched to a local, licensed, independent technician from Extreme Comfort. A quick check of the [redacted] Department of Licensing and Regulation shows that they remain an actively licensed A/C contractor.
On 7/24, we heard this story about the claim being "automatically denied". We immediately explained to the homeowner, their agent & our local sales executive that we had not received any report from Extreme Comfort and that no decision can ever be made without a review by BPG's authorization team. We understood the homeowner was bringing in a 2nd opinion and we explained to her on 7/25 that if she wanted us to review their findings we certainly could; but not after the repairs were done.
On 7/27, we finally received the report from the technician that the TXV valve (thermostatic expansion valve) was bad and would need to be replaced. This was authorized immediately at a cost to BPG of $300. When the technician went to replace the TXV on 7/28 they found that the homeowner had already replaced her entire system.
Since that time, we've learned that the homeowners technician diagnosed "bad/stuck compressor valves" and made the decision to replace the whole condenser unit at a cost of $2,[redacted] instead of repairing the valves.
The warranty contract clearly reads under "how to obtain service" in bold, capitalized lettering; "BPG DOES NOT REIMBURSE OR PAY FOR REPAIRS MADE WITHOUT PRIOR APPROVAL". The contract then gives specific instructions on how the homeowner can use their own technician and still have it covered by the warranty. Unfortunately, those instructions were not followed in this case.
The warranty contract also explains under the "limitations on liability" section and under "repair or replacement" that, "BPG solely [redacted] decide what repairs or replacements [redacted] be performed.
It's regrettable that the homeowner elected to replace the system without consulting BPG as that decision rendered her claim non-covered by her home warranty policy. The fact that both technicians reported the bad valves demonstrates that this likely would have been a covered repair had they worked within the terms of the policy. For that reason, our sales executive worked with our authorizations team to ensure that a check would be offered to the homeowner in the amount of $425 as a goodwill gesture on this claim. We [redacted] not be able to reimburse her for the cost of her A/C replacement as independent technicians did provide a repair solution as opposed to a replacement solution.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is a case that is arguing over BPG's responsibility to send out well-versed and knowledgeable contractors in regard to the home warranty process. The fact that my statement was claimed to be a "story", is erroneous and false. When I was told that my air conditioning unit was not covered (by Extreme Comfort technician), a phone call to [redacted] was made. It was at this point, that she clarified that they (Extreme Comfort) were "not supposed to do that," and that "they (Extreme Comfort) would have no way in knowing what is covered or not." BPG Home Warranty hired contractors who are unknowledgeable and recommended services that totaled 3294.00. There also was NEVER any talk of a 300 dollar covered fix. As a paying customer, BPG 's contractors were confused, and slow to send the necessary paper work for approval. Because of the confusion, it took a long 4 days to get any type of approval. Again, this was in July in [redacted] when temperatures were well over 100 degrees during a time in which I had my 89-year-old grandfather visiting. BPG is negligent in providing the best service for their customers.
In reference to the contractors that were hired, the fact that they are licensed in the state of [redacted] doesn't take away from the fact that Extreme Comfort was more than happy to come to the quick conclusion that the air conditioner was "not covered". For them this was a potential business opportunity and began the process of addressing financing so they could begin work for their own profit.
When I spoke on the phone to [redacted] on 9/4, she stated that a $425 courtesy reimbursement would be granted. The amount is reflective of a $75 dollar minus a total of $500. This amount was deducted because it was claimed that the $75 service fee was not paid to Extreme Comfort. I have the statement of the cashed check (# [redacted]) of $75.00 written to Extreme Comfort and was cashed on 7/29/15. I would be happy to produce this proof. When it comes to facts, BPG just cannot keep them straight. This just serves as an example of how disorganized this business is.
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 31, 2017.
Should you have any additional questions...
Initial Business Response /* (1000, 5, 2016/01/27) */
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 be advised that as a gesture of customer...
service the Company has waived the service fee in conjunction with this claim. FNHW considers this matter to be resolved.
We believe the above information completely responds to your request. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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 repairs to your forced air furnace have been...
completed. The records indicate you also spoke with a representative from the Customer Care department and you would like to continue coverage for the remaining contract term. Please be advised that as a gesture of good customer service the Company has refunded the service fee associated with this claim.
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 letters dated August 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.
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 contact [redacted] at [redacted] to schedule an appointment to complete repairs. We believe the above information completely responds to your request and the Company considers this matter resolved. Should you have any additional questions or concerns do not hesitate to contact us.
Complaint: [redacted]I am rejecting this response because: they didn't honor their warranty. I had to call every day to ask what was going on and what is the next step. I'm out 400 because it was over 90 degrees in my house Just very dishonest. Tthey authorized a 4 ton unit. When the installer came out it was only 3.5 ton. WHY???? Bait and switch???? I just took it because another heat wave was coming and I'm not going another week or two fighting hem. That's what they want you to do. Break down and accept what they give you. 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 Companies letter dated February 23, 2017.
Should you have any additional questions...
Initial Business Response /* (1000, 10, 2015/08/24) */
Please accept my apologies for any for any inconveniences that you and your family have experienced during this claim process. 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 FNHW has authorized replacement of your refrigerator under the terms and conditions of your warranty Contract. On August 10th, 2015, cash in lieu of replacement was accepted. Accordingly, FNHW processed a check on August 10th, 2015. This check should arrive within 7-14 business days from the processed date.
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 Consumer Rebuttal /* (2000, 12, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you to the Revdex.com for thier interaction with FHNW. After this intervention, FHNW has agreed to pay for us to buy a replacement refrigerator. We're satsifed with this response.
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 (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers.
Our records...
show that on October 5, 2015, FNHW dispatched a second opinion SWO (Service Work Order) to the vendor S.T.A.R. On October 13, 2015, FNHW was advised by the vendor that they completed the needed repairs for your dishwasher.
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 Consumer Rebuttal /* (2000, 7, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They sent over a new company which fixed my dishwasher.
Complaint: [redacted]I am rejecting this response because:
There is no suggested resolution. New homeowners need to be warned about the practice of this company.
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.
Again, please refer to the Company’s letters dated April 11th, 2017 and the Company’s letter dated April 24, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/07/10) */
As a gesture of customer service the service fee has been removed from the service work order and your pending appliance service has been dispatched.
Please be advised that FNHW processes all service according to the Terms and Conditions of...
the Contract. The service fee is due when FNHW initiates the service request, as per the Terms of Coverage #3 of your Contract, also available to view on our web site by selecting a sample California Contract.
"Terms of Coverage #3 Service Trade Call Fee (fee): A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home. For example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call fee. The fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointment. Failure to pay a fee [redacted] result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage [redacted] be reinstated for the remainder of the contract term."
Initial Consumer Rebuttal /* (2000, 7, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for the consideration.
Initial Business Response /* (1000, 5, 2016/01/14) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide...
superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
Our records show a service recall claim was called in on December 18, 2015 and a scheduled service appointment was set up for the same day regarding the forced air furnace services. FNHW approved the replacement of the forced air furnace and once the replacement unit arrived on or around January 4, 2016; FNHW proceeded with the covered replacement under the terms and conditions of the Contract. As stated in the Limits of Liability #6 of the 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."
As a gesture of customer service FNHW has waived your service fee and has offered a reimbursement in the amount of $100.00 for the temporary heating equipment purchased. 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. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While my furnace was finally repaired, I had to spend $700.00 to heat my home and cancel all my holiday plans. To get the furnace, I had to call multiple times before it was even put on order. I have been in touch with FHW Legal department.
I'm very disappointed in this customer service.
Final Business Response /* (4000, 9, 2016/01/20) */
The Company regrets the inconveniences you experienced as a result of your furnace replacement and any delays in obtaining the equipment. The Company has reviewed your letter correspondence dated January 11, 2016 and understands that you claim to have spent $300 for the purchase of three space heaters. While you have not provided the Company with receipts for these purchases to date, the Company is extending reimbursement in the amount of $300 toward the costs you incurred for temporary heating as a good faith gesture and accommodation. We appreciate your business and look forward to a continued service relationship with you.
Final Consumer Response /* (4200, 11, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I plan to pursue a small claims court decision for compensation. I do not believe thier offer is appropriate given the amount of time they went without even ordering or processing the requirement.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated August 4, 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.
Again, please refer to the Company’s letter dated March 3, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Please refer to the Company’s letter dated August 4, 2017. Should you have any additional...
questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/12/23) */
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 contend the service...
trade call fee amount listed in the marketing brochure you are in possession of should be honored by the Company. Please be advised that the marketing brochure is not indicative of the actual Home Warranty product you obtained during the purchase of your home. Our records show that on April 16, 2015; the Company mailed a Declaration Sheet that indicates the specific coverages that apply to the specific Home Warranty product that was purchased. For your records, the Company has scheduled a new copy of this Declaration Sheet to be mailed to you at your property address. You may refer to the Terms of Coverage #3 section of the Contract which clearly states; "There is a $60.00 service fee due for each trade call, or actual cost of service, whichever is less, paid to the independent service contractor at the time of service. For example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call fee. Failure to pay the service trade call fee [redacted] result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage [redacted] be reinstated for the remainder of the contract term. Service requests must be received prior to the expiration of the contract term." Furthermore, our records show when you contacted the Company to place your claim for service on October 30, 2015, that you were advised by the Service Representative a $60.00 service fee would be due at the time of service. On December 22, 2015 you verbally confirmed that you had been advised of the $60.00 service fee upon initiation of your service claim.
Additionally, you are requesting cancellation of your Contract and a full refund of your contract premium. Please refer to the Limits of Liability #10 section of the Contract which states in relevant part; "This contract is non-cancelable by FNHW, 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 sale does not occur. If this contract is canceled, the provider of funds shall be entitled to a prorated refund of the paid contract fee for the unexpired term, less an administrative fee and any service costs incurred by FNHW. Upon renewal, this contract is non-cancelable except for non-payment of contract fees, fraud, or misrepresentation of facts. Contract holder(s) must submit request for cancellation in writing. Colorado: This contract is governed by the provision of the "Colorado Consumer Protection Act" or the "Unfair Practices Act," Articles 1 and 2 of Title 6 C.R.S., and the contract holder may have a right of civil action under such laws, including obtaining the recourse of penalties specified in such laws."
You may submit a written request for cancellation, signed by all legal owners of the property, via email to: [redacted]@fnf.com, or via fax to: X-XXX-XXX-XXXX. Review of your contract shows that the cost incurred by the Company for services rendered under the water heater claim exceeds the amount paid for the contract; therefore, no refund would be due. Please be advised that your contract is due to expire on March 24, 2015. Should you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/06/25) */
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 for your inconveniences in the claim process for your air conditioner.
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 Vendors Relations Department to discuss directly with the company involved. Additionally, please note that the complaints received negatively affect the vendor's rating with FNHW. Our records do not show the service fee paid to the first company out, as gesture of customer service FNHW has waived that service fee.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My AC is finally fixed. As long that the fee waived, and hopefully next time the service [redacted] be better, I'm OK with everything.
Initial Business Response /* (1000, 5, 2015/09/09) */
We are certainly sorry to hear of this homeowner's concerns and we have conducted a detailed review of her file to evaluate all of the items that she has mentioned. It is important to remember in this review that BPG did not cause the failure to...
her A/C system and that we are bound by the terms of the warranty contract (and the [redacted] Real Estate Comission) to execute the terms of the contract as they are written.
The claim was called in to BPG on 7/22 @ 8:26pm (GA time) and was dispatched to a local, licensed, independent technician from Extreme Comfort. A quick check of the [redacted] Department of Licensing and Regulation shows that they remain an actively licensed A/C contractor.
On 7/24, we heard this story about the claim being "automatically denied". We immediately explained to the homeowner, their agent & our local sales executive that we had not received any report from Extreme Comfort and that no decision can ever be made without a review by BPG's authorization team. We understood the homeowner was bringing in a 2nd opinion and we explained to her on 7/25 that if she wanted us to review their findings we certainly could; but not after the repairs were done.
On 7/27, we finally received the report from the technician that the TXV valve (thermostatic expansion valve) was bad and would need to be replaced. This was authorized immediately at a cost to BPG of $300. When the technician went to replace the TXV on 7/28 they found that the homeowner had already replaced her entire system.
Since that time, we've learned that the homeowners technician diagnosed "bad/stuck compressor valves" and made the decision to replace the whole condenser unit at a cost of $2,[redacted] instead of repairing the valves.
The warranty contract clearly reads under "how to obtain service" in bold, capitalized lettering; "BPG DOES NOT REIMBURSE OR PAY FOR REPAIRS MADE WITHOUT PRIOR APPROVAL". The contract then gives specific instructions on how the homeowner can use their own technician and still have it covered by the warranty. Unfortunately, those instructions were not followed in this case.
The warranty contract also explains under the "limitations on liability" section and under "repair or replacement" that, "BPG solely [redacted] decide what repairs or replacements [redacted] be performed.
It's regrettable that the homeowner elected to replace the system without consulting BPG as that decision rendered her claim non-covered by her home warranty policy. The fact that both technicians reported the bad valves demonstrates that this likely would have been a covered repair had they worked within the terms of the policy. For that reason, our sales executive worked with our authorizations team to ensure that a check would be offered to the homeowner in the amount of $425 as a goodwill gesture on this claim. We [redacted] not be able to reimburse her for the cost of her A/C replacement as independent technicians did provide a repair solution as opposed to a replacement solution.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is a case that is arguing over BPG's responsibility to send out well-versed and knowledgeable contractors in regard to the home warranty process. The fact that my statement was claimed to be a "story", is erroneous and false. When I was told that my air conditioning unit was not covered (by Extreme Comfort technician), a phone call to [redacted] was made. It was at this point, that she clarified that they (Extreme Comfort) were "not supposed to do that," and that "they (Extreme Comfort) would have no way in knowing what is covered or not." BPG Home Warranty hired contractors who are unknowledgeable and recommended services that totaled 3294.00. There also was NEVER any talk of a 300 dollar covered fix. As a paying customer, BPG 's contractors were confused, and slow to send the necessary paper work for approval. Because of the confusion, it took a long 4 days to get any type of approval. Again, this was in July in [redacted] when temperatures were well over 100 degrees during a time in which I had my 89-year-old grandfather visiting. BPG is negligent in providing the best service for their customers.
In reference to the contractors that were hired, the fact that they are licensed in the state of [redacted] doesn't take away from the fact that Extreme Comfort was more than happy to come to the quick conclusion that the air conditioner was "not covered". For them this was a potential business opportunity and began the process of addressing financing so they could begin work for their own profit.
When I spoke on the phone to [redacted] on 9/4, she stated that a $425 courtesy reimbursement would be granted. The amount is reflective of a $75 dollar minus a total of $500. This amount was deducted because it was claimed that the $75 service fee was not paid to Extreme Comfort. I have the statement of the cashed check (# [redacted]) of $75.00 written to Extreme Comfort and was cashed on 7/29/15. I would be happy to produce this proof. When it comes to facts, BPG just cannot keep them straight. This just serves as an example of how disorganized this business is.
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 31, 2017.
Should you have any additional questions...
or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2016/01/27) */
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 be advised that as a gesture of customer...
service the Company has waived the service fee in conjunction with this claim. FNHW considers this matter to be resolved.
We believe the above information completely responds to your request. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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 repairs to your forced air furnace have been...
completed. The records indicate you also spoke with a representative from the Customer Care department and you would like to continue coverage for the remaining contract term. Please be advised that as a gesture of good customer service the Company has refunded the service fee associated with this claim.
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 letters dated August 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.
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 contact [redacted] at [redacted] to schedule an appointment to complete repairs. We believe the above information completely responds to your request and the Company considers this matter resolved. Should you have any additional questions or concerns do not hesitate to contact us.
Complaint: [redacted]I am rejecting this response because: they didn't honor their warranty. I had to call every day to ask what was going on and what is the next step. I'm out 400 because it was over 90 degrees in my house Just very dishonest. Tthey authorized a 4 ton unit. When the installer came out it was only 3.5 ton. WHY???? Bait and switch???? I just took it because another heat wave was coming and I'm not going another week or two fighting hem. That's what they want you to do. Break down and accept what they give you. 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 Companies letter dated February 23, 2017.
Should you have any additional questions...
or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 10, 2015/08/24) */
Please accept my apologies for any for any inconveniences that you and your family have experienced during this claim process. 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 FNHW has authorized replacement of your refrigerator under the terms and conditions of your warranty Contract. On August 10th, 2015, cash in lieu of replacement was accepted. Accordingly, FNHW processed a check on August 10th, 2015. This check should arrive within 7-14 business days from the processed date.
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 Consumer Rebuttal /* (2000, 12, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you to the Revdex.com for thier interaction with FHNW. After this intervention, FHNW has agreed to pay for us to buy a replacement refrigerator. We're satsifed with this response.
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 (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers.
Our records...
show that on October 5, 2015, FNHW dispatched a second opinion SWO (Service Work Order) to the vendor S.T.A.R. On October 13, 2015, FNHW was advised by the vendor that they completed the needed repairs for your dishwasher.
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 Consumer Rebuttal /* (2000, 7, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They sent over a new company which fixed my dishwasher.
Complaint: [redacted]I am rejecting this response because:
There is no suggested resolution. New homeowners need to be warned about the practice of this company.
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.
Again, please refer to the Company’s letters dated April 11th, 2017 and the Company’s letter dated April 24, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/07/10) */
As a gesture of customer service the service fee has been removed from the service work order and your pending appliance service has been dispatched.
Please be advised that FNHW processes all service according to the Terms and Conditions of...
the Contract. The service fee is due when FNHW initiates the service request, as per the Terms of Coverage #3 of your Contract, also available to view on our web site by selecting a sample California Contract.
"Terms of Coverage #3 Service Trade Call Fee (fee): A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home. For example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call fee. The fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointment. Failure to pay a fee [redacted] result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage [redacted] be reinstated for the remainder of the contract term."
Initial Consumer Rebuttal /* (2000, 7, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for the consideration.
Initial Business Response /* (1000, 5, 2016/01/14) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide...
superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
Our records show a service recall claim was called in on December 18, 2015 and a scheduled service appointment was set up for the same day regarding the forced air furnace services. FNHW approved the replacement of the forced air furnace and once the replacement unit arrived on or around January 4, 2016; FNHW proceeded with the covered replacement under the terms and conditions of the Contract. As stated in the Limits of Liability #6 of the 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."
As a gesture of customer service FNHW has waived your service fee and has offered a reimbursement in the amount of $100.00 for the temporary heating equipment purchased. 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. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While my furnace was finally repaired, I had to spend $700.00 to heat my home and cancel all my holiday plans. To get the furnace, I had to call multiple times before it was even put on order. I have been in touch with FHW Legal department.
I'm very disappointed in this customer service.
Final Business Response /* (4000, 9, 2016/01/20) */
The Company regrets the inconveniences you experienced as a result of your furnace replacement and any delays in obtaining the equipment. The Company has reviewed your letter correspondence dated January 11, 2016 and understands that you claim to have spent $300 for the purchase of three space heaters. While you have not provided the Company with receipts for these purchases to date, the Company is extending reimbursement in the amount of $300 toward the costs you incurred for temporary heating as a good faith gesture and accommodation. We appreciate your business and look forward to a continued service relationship with you.
Final Consumer Response /* (4200, 11, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I plan to pursue a small claims court decision for compensation. I do not believe thier offer is appropriate given the amount of time they went without even ordering or processing the requirement.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated August 4, 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.
Again, please refer to the Company’s letter dated March 3, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Please refer to the Company’s letter dated August 4, 2017. Should you have any additional...
questions or concerns do not hesitate to contact us