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 25, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 7, 2015/04/28) */
Please accept my apologies for the manner in which you felt your air conditioning claims were handled, Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. All claims are processed...
according to the terms and conditions of the contract.
Our records show that the first claim placed for the system was on September 17, 2013 during term #4 of the Contract because the unit was leaking through the ceiling. The technician found the furnace and coil in the attic were not level where the unit was installed because one of the beams had been removed. He also advised that the evaporative coil was improperly installed. The primary and secondary drain lines were tied together. To correct this installation, the technician recommended separating the drain lines, and adding a float switch to the secondary drain line.
Correcting the beams in the attic in order to level the unit is not covered by the Contract; however, correction of the improper installation of the drain lines is covered through the Comprehensive Plan of the Contract. Our records show on September 23, 2013 FNHW advised you that once the beams were corrected FNHW would address the drain lines. There are no records in our files showing the beams were corrected.
The next service call was placed on June 30, 2014 during the 5th term of the Contract for a leaking air conditioning drain line possibly due to being clogged. The Service technician advised that the line does not have the proper slope and therefore is not able to drain. Because the drain line installation was not to code, FNHW's coverage is limited to the $250.00 aggregate for code violations. Two calls were made to advise you of the coverage and limits according to the Contract; however, our records do not show that we spoke to you on this matter.
July 23, 2014 a claim was placed for the fan motor located at the air conditioning condenser outside the home. FNHW's technician replaced the 3 way fan motor.
September 15, 2014 a claim for the air conditioner not cooling was placed. The technician advised that he found no mechanical failures, but advised the condenser and the evaporative coil were dirty and needed cleaning and routine maintenance. A letter was sent in regard to this denial as per Limits of Liability #5.
The following terms of coverage apply:
Improper Installations, Repairs or Modifications: FNHW [redacted] repair or replace a system or appliance that has failed due to improper installation, repair or modification. If the improper installation, repair or modification violates a code requirement, the $250.00 Code Violation aggregate applies as stated
Limits of Liability #7:
"FNHW is not responsible for providing access to repair or replace a covered system or appliance unless otherwise noted in this contract. When access is provided under this contract, restoration to walls, closets, floors, ceilings, or the like, [redacted] be to a rough finish only. 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. FNHW does not cover commercial systems, appliances, or equipment modified for domestic use."
"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defects. Except where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not covered. FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Upon review of this complaint we found that FNHW processed the claims according to the terms of the contract as it applies for the repairs to the air conditioning unit; however, the work for correcting the drain lines and the code violation aggregate was never finalized. Therefore to complete the claims for repairs as noted above, FNHW is sending you the $250.00 code aggregate due to you,, and $330.00 which is our cost for correction of the drain lines. A check for the total at $580.00 [redacted] arrive under separate cover to your mailing address within 10-15 business days.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 14, 2015/05/30) */
Fidelity National has refunded the fees for AC coverage, so this issues has been satisfied.
However, I want to clarify that the agreement clearly stated that faulty installation is covered. Prior the the purchase of my condenser unit, there was nothing in the attic. My main reason for getting the unit 5+ years ago was to move it from the laundry room downstairs into the unused attic space. So, the original attic structure was built to code and approved by the city over 30 years ago. Any changes around or supporting the AC condenser unit were definitely and indisputably the result of the installation. If there was a missing support, it was due to faulty installation. If the drainage was wrong, it was due to the installation. Unless Fidelity was implying that I, for some insane reason decided to alter the support and mickey mouse the plumbing after paying someone else to do it. (Why would I do that?) But, like I said, Fidelity has refunded the money I paid for the that part of the warranty, so I'm satisfied. Thank you.
Initial Business Response /* (1000, 5, 2015/08/20) */
Our records show that a second opinion service was sent on or around August 13, 2015. The plumber snaked the line advised that he was able to clear the kitchen sink stoppage. He ran a camera through the drain pipe line and found no problems with...
the pipe.
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 hope that the value of this home warranty coverage [redacted] 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, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fidelity fails to mention that they misdiagnosed the problem - and did so in contradiction to what their contracted plumbers told me when they were at my house. It wasn't until I spent $300 to have a plumber I hired to evaluate the pipe that I was able to convince Fidelity to reopen the case and send someone competent enough to fix the problem. They had already closed the case saying the pipe hade a slope issue which they did not cover.
Final Business Response /* (4000, 9, 2015/09/08) */
Your concerns regarding the original service vendor were forwarded to our vendor relations department manager to discuss directly with the company involved. Please note that the complaints received negatively affect the vendor's rating with our Company. Our records show the covered work was completed, and there were no further drain issues found via camera inspection.
Final Consumer Response /* (4200, 11, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a refund of the $300 I had to spend on a plumber to refute Fidelity's misdiagnosis. It was only after this that Fidelity sent their contracted plumber who was able to fix the issue.
Initial Business Response /* (1000, 5, 2015/05/22) */
Fidelity National Home Warranty (FNHW) has received your complaint through the Revdex.com a copy of which we received May 17, 2015. Your concerns are important to FNHW; and I appreciate the opportunity to respond.
FNHW understands...
that you disagreed with the non-covered costs associated with the FNHW authorized replacement of the evaporative coil located at the furnace and stated that shop supplies needed for the install should be covered 100%.
FNHW reviewed the non-covered cost by item with the technician upon receipt of your complaint. FNHW has been provided with additional information as part of our review and has determined addition warranty coverage applied, resulting in less non covered cost. Our records show that you spoke with a FNHW Assistant Authorization Manager today who explained the coverage to you and authorized the replacement of the coil accordingly.
Please accept my sincere apologies for the manner in which you felt your claim was handled by 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 and accepted or denied on that basis.
We appreciate you providing us with your experience as it gives us the opportunity to improve the service we provide to our customers.
Sincerely, [redacted] Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/05/25) */
(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.
Please refer to the Company’s letter dated April 11, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/10/20) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show that in regard to SWO...
(Service Work Order) XXXXXXX for the range, in good faith, FNHW processed a reimbursement check on October 13, 2015, for the amount you paid to replace your range.
In addition, regarding SWO XXXXXXX for the septic tank; FNHW was advised by the technician from East Bay Pump & Equipment Co., Inc. that there was no active stoppage at the home and the septic tank was not full when they went to the home on or about October 13, 2015. Please refer to the Septic Tank System/Septic Tank Pumping Option section of the Contract, specifically in regard to coverage for pumping the septic tank. This provision states in relevant part; "if the stoppage is due to a full septic tank, FNHW [redacted] pump the septic tank once during the contract term." FNHW does not cover to pump the septic tank as a preventative measure as stated under the Limits of Liability #5 section of the Contract; "FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
FNHW considers these claims to be resolved. Should you have any additional questions or concerns do not hesitate to contact us. Thank you for your business, we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response as well as providing reimbursement.
Initial Business Response /* (1000, 5, 2015/10/30) */
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 16, 2015, FNHW approved for you to go outside of our service vendor network to obtain your own plumber. On that same day, FNHW spoke to your technician who advised the garbage disposal had failed and required replacement. FNHW originally offered to reimburse you at our standard cost for replacement of your garbage disposal in accordance with the Contract's Limits of Liability #11 section which states; "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or appliance. The amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder." You declined this offer. In an effort to completely resolve your claim, a representative of the Authorization Department; with whom you spoke to on October 22, 2015, offered to reimburse half the retail amount your technician had quoted. This offer was also rejected.
We understand that you have had your garbage disposal replaced on your own, and have asked for reimbursement in the amount of $343.00. Our records show you have already been provided with the email address for the Authorization Department to which you may remit your paid technician's invoice, along with the COS form which was emailed to you, for review and reimbursement under the terms and conditions of the Home Warranty. For your reference, the Authorization Department's email address is: [redacted]@fnf.com. As an accommodation, upon receipt of these documents, reimbursement [redacted] be processed in full for the $343.00 you are requesting. In addition, as a gesture of customer service, FNHW has waived the service fee associated with this claim.
Should you have any additional questions or concerns do not hesitate to contact us. Thank you for your business, we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, on October 16 you did approve this, after it had been denied 3 times, and I was told I was on my own. I had already hire someone on my own to get the work done. I hired someone my realtor recommended for the work. AFTER the work was done, your company called to say I was authorized to have the work done. When I explained the work was already done, they offered to have me submit the receipt for reimbursement, however, the contractor my realtor recommended is not a licensed plumber, so your company has refused to reimburse me for the work. I have submitted a request to have the initial reimbursement issued for the first plumber who came out, which I paid directly. Not only have you NOT paid that reimbursement, you have now sent me a [redacted] for $60.00!!!!!! This entire process is ridiculous. I now have additional issues with the house (electrical) but have not bothered to file a claim because I do not want to spend 100 hours dealing with it, for your company to manage to wiggle out of paying anything AGAIN. The policy is worthless.
Final Business Response /* (4000, 9, 2015/11/23) */
As an accommodation, and as previously advised, FNHW [redacted] reimburse the $343.00 you indicate you paid to your technician. However, FNHW requires proof of payment made to your technician in order to process reimbursement. In lieu of a paid invoice from your technician; you may submit proof of payment in the form of a cashed check, bank statement showing the payment amount, or similar, to our Authorization Department at [redacted]@fnf.com for review.
If you are unable to submit suitable documentation of payment to your technician, FNHW [redacted] process the cash in lieu previously offered of $168.83 as a gesture of customer service. This reflects the amount that FNHW would have paid for the garbage disposal to be replaced by a Fidelity network service technician.
Please refer to the Contract's Terms of Coverage #2 section regarding the conditions and guidelines for utilizing your own technician which provides; "Should FNHW grant the contract holder authorization to contact a contractor directly to perform a covered service, FNHW [redacted] reimburse the contract holder only if the contractor is qualified, licensed, insured, and provides fair and reasonable rates on parts and labor. Once the contractor arrives at the property and prior to the contractor performing any repairs for which the contract holder may seek reimbursement, the contract holder must contact FNHW by calling X-XXX-XXX-XXXX to confirm that service work is covered under the contract."
In regard to the [redacted] you received for the service fee, please accept my apologies for that [redacted] which was sent in error. Please be advised that the service fee associated with this claim has been waived in accordance with our last correspondence.
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 28, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
The Company has investigated the information regarding your claim for your Air Conditioning Unit. Review of your claim information shows that the Vendor has completed repairs to your Air Conditioning Unit pursuant to the provisions of your home warranty contract.
Please accept my apologies...
for any inconveniences you have experienced during the course of repairs for your Air Conditioning Unit.
We believe the above information completely responds to your request. Should you have any additional questions or concerns do not hesitate to contact us.
Complaint: [redacted]
I am rejecting this response because: unfortunately your response still does not give me any resolution. I still have a broken refrigerator/freezer that is now going on over seven weeks and is under your company's warranty. I still do not have a phone number where I can contact directly a person to follow my case . The only number listed is a one 800 number which every time I have called puts me on over an hour hold with representatives that do not know what they are doing and then hang up on me . Seven weeks is a ridiculous time for a refrigerator not to be fixed when it is under your warranty. I feel like there is no follow up and my hands are tied and I am at your mercy, and that your company does not care . I have yet to still be contacted by your company and find a resolution !!!!
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/07) */
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.
We regret...
that our network service vendors were unable to complete the covered repair for your air conditioning equipment in a timely fashion, causing you to feel the need to go outside of the warranty Contract. Subsequently, we have received and reviewed your service invoice and have processed reimbursement in full for the amount you paid. In addition, the service fee for the original service work order (SWO) has been waived.
Should you have any additional questions or concerns do not hesitate to contact us. Thank you for your business, we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response as well as processing reimbursement. Please know I did not "feel" the need to go outside of the network. That decision was "required" in order to repair the unit from lack of vendor response and follow up.
While your company has minimal impact on the responsiveness of contracted vendors, you do have complete ownership of how your organization responds, the number of phone calls needed to get work completed as well as customer hold times. It is my hope that moving forward, customers, including myself are provided a different experience.
Best wishes!
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 20, 2017.
Should you have any additional questions or...
Initial Business Response /* (1000, 5, 2015/08/25) */
This is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 12th, 2015. Your concerns are important to our Company; I appreciate the opportunity to respond.
Our records show...
that FNHW has been informed by the service technician that they have been unable to locate the required parts in order to repair your oven. At this time, the claim has been forwarded to our Purchasing department in order to provide options for replacement of your oven.
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 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 /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is almost 2 month since they send a technician on 7/7/15 that I cannot use my oven. They refused to repair my oven they said that it was my negligence that the door oven did not close properly. I took pictures of the doors closed and open and emailed them to show that the doors are not broken and their complain is not valid. Then I complained to the Revdex.com. Only yesterday someone called me and asked me for the serial and model number. I gave them the serial number but couldn't see the model number. when the technicians were here they took pictures and could of taken the serial and model numbers.
I hope that my problem [redacted] be resolved soon. I had 2 other times problems that they refused to repair with excuses. Both times I called my own technician and for $125 and $135 they fixed it. Once 3 years ago and once last year. They still charged me the $60. I hope that they [redacted] address this problem soon.
Thank you
Final Business Response /* (4000, 9, 2015/09/14) */
Please accept my apologies on behalf of the company for the difficulties you have experienced while utilizing the warranty. FNHW has authorized the replacement of your oven under the Terms and Conditions of your Contract. Our records show that on September 1, 2015, a representative from our Purchasing Department contacted you and discussed the options available to you concerning the replacement of your oven. FNHW can purchase and install the oven that was offered; or you may accept the cash in lieu based on FNHW's cost to purchase and install the oven being offered. Should you have any additional questions or concerns FNHW's Purchasing Department can further assist you in this resolution.
Initial Business Response /* (1000, 5, 2015/09/17) */
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 August 24, 2015. It was this technician's professional opinion that the swimming pool/spa pump motor had not been functioning for a long period of time and had extensive water damage to the unit.
As explained by the FNHW authorization department agent, FNHW does not cover for preexisting conditions and we requested a home inspection report. Once the inspection report was received and reviewed by FNHW, you were contacted and informed the report stated a leak was coming from the pool pump. It is the independent licensed pool technician's professional opinion that a leak; as noted on your inspection report, left unattended would result in the failure he observed at the time of service. 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."
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 Business Response /* (1000, 5, 2015/08/04) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 28th, 2015. Your concerns are important to our Company; I appreciate the opportunity to respond.
We understand...
that you had not yet received the cash in lieu check for the sheetrock rough patch services as of the date of original correspondence to the Revdex.com.
Our records show that on August 3, 2015, a representative from Fidelity National Home Warranty (FNHW) attempted to contact you to verify if the check still had not been received. Subsequently, you contacted that representative back and advised you had recently received the cash in lieu check for the sheetrock rough patch services in the amount of $125.00, and informed FNHW that the check was sent to your previous home address which you no longer occupy. Accordingly, on August 3, 2015, FNHW removed the outdated address per your request and [redacted] now issue all correspondence to your current property address.
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.
Thank you for your business, we look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/10/05) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claim. FNHW operates with the best of intentions and deepest respect for all of our customers. When you purchase a...
Fidelity National Home Warranty you have every reason to expect quality customer service. Clearly that did not happen, and I was disappointed to hear the level of service you received. By taking the time to contact us, you have not only given us the opportunity to assist you with your concerns, but also to consider what we can do to prevent a similar situation from occurring again.
Our records show that your claim was placed on the afternoon of September 19, 2015, and the appointment for service was scheduled for the September 21, 2015. The technician has advised FNHW that the repairs were completed and that he tested the system and it is cooling properly.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why was I told on Saturday nobody could access my email that had the scanned invoice in it until Monday but when I called Sunday morning the representative was able to pull it up? It seems like it is only a Monday through Friday warranty. It's not our fault our air conditioner broke on saturday. On top of that it only took the technician 15 mins to fix it. So we went without for 2 days because it seems that if something breaks on the weekend it won't get fixed until monday. And there are several companies that have techs work on the weekend. The warranty should say they [redacted] not pay overtime to get something fixed. I would please like to know how this [redacted] not happen again to any other customers before I accept their response. Thank You
Final Business Response /* (4000, 9, 2015/10/22) */
We think the information you provided us in your complaint is important as it allows us to consider our process and work toward a better customer experience. FNHW appreciates the time and effort you have taken to bring this matter to our attention. We value your business and look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 11, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I [redacted] accept their response and should we need to use the warranty service again then I [redacted] see if they have improved there process for dealing with a claim hopefully a faster and easier process especially on the weekends. Thank You, [redacted]
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated July 11, 2017.
Should you have any additional questions or...
Complaint: 12657407I am rejecting this response because: they did not address my situation and reimburse me for the charges I incurred fixing my furnace. they only said they were sorry for how I felt I was treated. There are hundreds of negative reviews on social media. I am guessing many people did not pursue with Revdex.com. Very unscrupulous company that is not focused on customer service!Sincerely,[redacted]
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Review of your claim information shows the claim has been resolved to your satisfaction. ...
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
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 July 18, 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 25, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 7, 2015/04/28) */
Please accept my apologies for the manner in which you felt your air conditioning claims were handled, Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customers. All claims are processed...
according to the terms and conditions of the contract.
Our records show that the first claim placed for the system was on September 17, 2013 during term #4 of the Contract because the unit was leaking through the ceiling. The technician found the furnace and coil in the attic were not level where the unit was installed because one of the beams had been removed. He also advised that the evaporative coil was improperly installed. The primary and secondary drain lines were tied together. To correct this installation, the technician recommended separating the drain lines, and adding a float switch to the secondary drain line.
Correcting the beams in the attic in order to level the unit is not covered by the Contract; however, correction of the improper installation of the drain lines is covered through the Comprehensive Plan of the Contract. Our records show on September 23, 2013 FNHW advised you that once the beams were corrected FNHW would address the drain lines. There are no records in our files showing the beams were corrected.
The next service call was placed on June 30, 2014 during the 5th term of the Contract for a leaking air conditioning drain line possibly due to being clogged. The Service technician advised that the line does not have the proper slope and therefore is not able to drain. Because the drain line installation was not to code, FNHW's coverage is limited to the $250.00 aggregate for code violations. Two calls were made to advise you of the coverage and limits according to the Contract; however, our records do not show that we spoke to you on this matter.
July 23, 2014 a claim was placed for the fan motor located at the air conditioning condenser outside the home. FNHW's technician replaced the 3 way fan motor.
September 15, 2014 a claim for the air conditioner not cooling was placed. The technician advised that he found no mechanical failures, but advised the condenser and the evaporative coil were dirty and needed cleaning and routine maintenance. A letter was sent in regard to this denial as per Limits of Liability #5.
The following terms of coverage apply:
Improper Installations, Repairs or Modifications: FNHW [redacted] repair or replace a system or appliance that has failed due to improper installation, repair or modification. If the improper installation, repair or modification violates a code requirement, the $250.00 Code Violation aggregate applies as stated
Limits of Liability #7:
"FNHW is not responsible for providing access to repair or replace a covered system or appliance unless otherwise noted in this contract. When access is provided under this contract, restoration to walls, closets, floors, ceilings, or the like, [redacted] be to a rough finish only. 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. FNHW does not cover commercial systems, appliances, or equipment modified for domestic use."
"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defects. Except where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not covered. FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Upon review of this complaint we found that FNHW processed the claims according to the terms of the contract as it applies for the repairs to the air conditioning unit; however, the work for correcting the drain lines and the code violation aggregate was never finalized. Therefore to complete the claims for repairs as noted above, FNHW is sending you the $250.00 code aggregate due to you,, and $330.00 which is our cost for correction of the drain lines. A check for the total at $580.00 [redacted] arrive under separate cover to your mailing address within 10-15 business days.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 14, 2015/05/30) */
Fidelity National has refunded the fees for AC coverage, so this issues has been satisfied.
However, I want to clarify that the agreement clearly stated that faulty installation is covered. Prior the the purchase of my condenser unit, there was nothing in the attic. My main reason for getting the unit 5+ years ago was to move it from the laundry room downstairs into the unused attic space. So, the original attic structure was built to code and approved by the city over 30 years ago. Any changes around or supporting the AC condenser unit were definitely and indisputably the result of the installation. If there was a missing support, it was due to faulty installation. If the drainage was wrong, it was due to the installation. Unless Fidelity was implying that I, for some insane reason decided to alter the support and mickey mouse the plumbing after paying someone else to do it. (Why would I do that?) But, like I said, Fidelity has refunded the money I paid for the that part of the warranty, so I'm satisfied. Thank you.
Initial Business Response /* (1000, 5, 2015/08/20) */
Our records show that a second opinion service was sent on or around August 13, 2015. The plumber snaked the line advised that he was able to clear the kitchen sink stoppage. He ran a camera through the drain pipe line and found no problems with...
the pipe.
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 hope that the value of this home warranty coverage [redacted] 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, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fidelity fails to mention that they misdiagnosed the problem - and did so in contradiction to what their contracted plumbers told me when they were at my house. It wasn't until I spent $300 to have a plumber I hired to evaluate the pipe that I was able to convince Fidelity to reopen the case and send someone competent enough to fix the problem. They had already closed the case saying the pipe hade a slope issue which they did not cover.
Final Business Response /* (4000, 9, 2015/09/08) */
Your concerns regarding the original service vendor were forwarded to our vendor relations department manager to discuss directly with the company involved. Please note that the complaints received negatively affect the vendor's rating with our Company. Our records show the covered work was completed, and there were no further drain issues found via camera inspection.
Final Consumer Response /* (4200, 11, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a refund of the $300 I had to spend on a plumber to refute Fidelity's misdiagnosis. It was only after this that Fidelity sent their contracted plumber who was able to fix the issue.
Initial Business Response /* (1000, 5, 2015/05/22) */
Fidelity National Home Warranty (FNHW) has received your complaint through the Revdex.com a copy of which we received May 17, 2015. Your concerns are important to FNHW; and I appreciate the opportunity to respond.
FNHW understands...
that you disagreed with the non-covered costs associated with the FNHW authorized replacement of the evaporative coil located at the furnace and stated that shop supplies needed for the install should be covered 100%.
FNHW reviewed the non-covered cost by item with the technician upon receipt of your complaint. FNHW has been provided with additional information as part of our review and has determined addition warranty coverage applied, resulting in less non covered cost. Our records show that you spoke with a FNHW Assistant Authorization Manager today who explained the coverage to you and authorized the replacement of the coil accordingly.
Please accept my sincere apologies for the manner in which you felt your claim was handled by 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 and accepted or denied on that basis.
We appreciate you providing us with your experience as it gives us the opportunity to improve the service we provide to our customers.
Sincerely, [redacted] Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/05/25) */
(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.
Please refer to the Company’s letter dated April 11, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/10/20) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show that in regard to SWO...
(Service Work Order) XXXXXXX for the range, in good faith, FNHW processed a reimbursement check on October 13, 2015, for the amount you paid to replace your range.
In addition, regarding SWO XXXXXXX for the septic tank; FNHW was advised by the technician from East Bay Pump & Equipment Co., Inc. that there was no active stoppage at the home and the septic tank was not full when they went to the home on or about October 13, 2015. Please refer to the Septic Tank System/Septic Tank Pumping Option section of the Contract, specifically in regard to coverage for pumping the septic tank. This provision states in relevant part; "if the stoppage is due to a full septic tank, FNHW [redacted] pump the septic tank once during the contract term." FNHW does not cover to pump the septic tank as a preventative measure as stated under the Limits of Liability #5 section of the Contract; "FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
FNHW considers these claims to be resolved. Should you have any additional questions or concerns do not hesitate to contact us. Thank you for your business, we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response as well as providing reimbursement.
Initial Business Response /* (1000, 5, 2015/10/30) */
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 16, 2015, FNHW approved for you to go outside of our service vendor network to obtain your own plumber. On that same day, FNHW spoke to your technician who advised the garbage disposal had failed and required replacement. FNHW originally offered to reimburse you at our standard cost for replacement of your garbage disposal in accordance with the Contract's Limits of Liability #11 section which states; "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or appliance. The amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder." You declined this offer. In an effort to completely resolve your claim, a representative of the Authorization Department; with whom you spoke to on October 22, 2015, offered to reimburse half the retail amount your technician had quoted. This offer was also rejected.
We understand that you have had your garbage disposal replaced on your own, and have asked for reimbursement in the amount of $343.00. Our records show you have already been provided with the email address for the Authorization Department to which you may remit your paid technician's invoice, along with the COS form which was emailed to you, for review and reimbursement under the terms and conditions of the Home Warranty. For your reference, the Authorization Department's email address is: [redacted]@fnf.com. As an accommodation, upon receipt of these documents, reimbursement [redacted] be processed in full for the $343.00 you are requesting. In addition, as a gesture of customer service, FNHW has waived the service fee associated with this claim.
Should you have any additional questions or concerns do not hesitate to contact us. Thank you for your business, we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, on October 16 you did approve this, after it had been denied 3 times, and I was told I was on my own. I had already hire someone on my own to get the work done. I hired someone my realtor recommended for the work. AFTER the work was done, your company called to say I was authorized to have the work done. When I explained the work was already done, they offered to have me submit the receipt for reimbursement, however, the contractor my realtor recommended is not a licensed plumber, so your company has refused to reimburse me for the work. I have submitted a request to have the initial reimbursement issued for the first plumber who came out, which I paid directly. Not only have you NOT paid that reimbursement, you have now sent me a [redacted] for $60.00!!!!!! This entire process is ridiculous. I now have additional issues with the house (electrical) but have not bothered to file a claim because I do not want to spend 100 hours dealing with it, for your company to manage to wiggle out of paying anything AGAIN. The policy is worthless.
Final Business Response /* (4000, 9, 2015/11/23) */
As an accommodation, and as previously advised, FNHW [redacted] reimburse the $343.00 you indicate you paid to your technician. However, FNHW requires proof of payment made to your technician in order to process reimbursement. In lieu of a paid invoice from your technician; you may submit proof of payment in the form of a cashed check, bank statement showing the payment amount, or similar, to our Authorization Department at [redacted]@fnf.com for review.
If you are unable to submit suitable documentation of payment to your technician, FNHW [redacted] process the cash in lieu previously offered of $168.83 as a gesture of customer service. This reflects the amount that FNHW would have paid for the garbage disposal to be replaced by a Fidelity network service technician.
Please refer to the Contract's Terms of Coverage #2 section regarding the conditions and guidelines for utilizing your own technician which provides; "Should FNHW grant the contract holder authorization to contact a contractor directly to perform a covered service, FNHW [redacted] reimburse the contract holder only if the contractor is qualified, licensed, insured, and provides fair and reasonable rates on parts and labor. Once the contractor arrives at the property and prior to the contractor performing any repairs for which the contract holder may seek reimbursement, the contract holder must contact FNHW by calling X-XXX-XXX-XXXX to confirm that service work is covered under the contract."
In regard to the [redacted] you received for the service fee, please accept my apologies for that [redacted] which was sent in error. Please be advised that the service fee associated with this claim has been waived in accordance with our last correspondence.
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 28, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
The Company has investigated the information regarding your claim for your Air Conditioning Unit. Review of your claim information shows that the Vendor has completed repairs to your Air Conditioning Unit pursuant to the provisions of your home warranty contract.
Please accept my apologies...
for any inconveniences you have experienced during the course of repairs for your Air Conditioning Unit.
We believe the above information completely responds to your request. Should you have any additional questions or concerns do not hesitate to contact us.
Complaint: [redacted]
I am rejecting this response because: unfortunately your response still does not give me any resolution. I still have a broken refrigerator/freezer that is now going on over seven weeks and is under your company's warranty. I still do not have a phone number where I can contact directly a person to follow my case . The only number listed is a one 800 number which every time I have called puts me on over an hour hold with representatives that do not know what they are doing and then hang up on me . Seven weeks is a ridiculous time for a refrigerator not to be fixed when it is under your warranty. I feel like there is no follow up and my hands are tied and I am at your mercy, and that your company does not care . I have yet to still be contacted by your company and find a resolution !!!!
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/07) */
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.
We regret...
that our network service vendors were unable to complete the covered repair for your air conditioning equipment in a timely fashion, causing you to feel the need to go outside of the warranty Contract. Subsequently, we have received and reviewed your service invoice and have processed reimbursement in full for the amount you paid. In addition, the service fee for the original service work order (SWO) has been waived.
Should you have any additional questions or concerns do not hesitate to contact us. Thank you for your business, we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response as well as processing reimbursement. Please know I did not "feel" the need to go outside of the network. That decision was "required" in order to repair the unit from lack of vendor response and follow up.
While your company has minimal impact on the responsiveness of contracted vendors, you do have complete ownership of how your organization responds, the number of phone calls needed to get work completed as well as customer hold times. It is my hope that moving forward, customers, including myself are provided a different experience.
Best wishes!
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 20, 2017.
Should you have any additional questions or...
concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/08/25) */
This is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 12th, 2015. Your concerns are important to our Company; I appreciate the opportunity to respond.
Our records show...
that FNHW has been informed by the service technician that they have been unable to locate the required parts in order to repair your oven. At this time, the claim has been forwarded to our Purchasing department in order to provide options for replacement of your oven.
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 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 /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is almost 2 month since they send a technician on 7/7/15 that I cannot use my oven. They refused to repair my oven they said that it was my negligence that the door oven did not close properly. I took pictures of the doors closed and open and emailed them to show that the doors are not broken and their complain is not valid. Then I complained to the Revdex.com. Only yesterday someone called me and asked me for the serial and model number. I gave them the serial number but couldn't see the model number. when the technicians were here they took pictures and could of taken the serial and model numbers.
I hope that my problem [redacted] be resolved soon. I had 2 other times problems that they refused to repair with excuses. Both times I called my own technician and for $125 and $135 they fixed it. Once 3 years ago and once last year. They still charged me the $60. I hope that they [redacted] address this problem soon.
Thank you
Final Business Response /* (4000, 9, 2015/09/14) */
Please accept my apologies on behalf of the company for the difficulties you have experienced while utilizing the warranty. FNHW has authorized the replacement of your oven under the Terms and Conditions of your Contract. Our records show that on September 1, 2015, a representative from our Purchasing Department contacted you and discussed the options available to you concerning the replacement of your oven. FNHW can purchase and install the oven that was offered; or you may accept the cash in lieu based on FNHW's cost to purchase and install the oven being offered. Should you have any additional questions or concerns FNHW's Purchasing Department can further assist you in this resolution.
Initial Business Response /* (1000, 5, 2015/09/17) */
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 August 24, 2015. It was this technician's professional opinion that the swimming pool/spa pump motor had not been functioning for a long period of time and had extensive water damage to the unit.
As explained by the FNHW authorization department agent, FNHW does not cover for preexisting conditions and we requested a home inspection report. Once the inspection report was received and reviewed by FNHW, you were contacted and informed the report stated a leak was coming from the pool pump. It is the independent licensed pool technician's professional opinion that a leak; as noted on your inspection report, left unattended would result in the failure he observed at the time of service. 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."
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 Business Response /* (1000, 5, 2015/08/04) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 28th, 2015. Your concerns are important to our Company; I appreciate the opportunity to respond.
We understand...
that you had not yet received the cash in lieu check for the sheetrock rough patch services as of the date of original correspondence to the Revdex.com.
Our records show that on August 3, 2015, a representative from Fidelity National Home Warranty (FNHW) attempted to contact you to verify if the check still had not been received. Subsequently, you contacted that representative back and advised you had recently received the cash in lieu check for the sheetrock rough patch services in the amount of $125.00, and informed FNHW that the check was sent to your previous home address which you no longer occupy. Accordingly, on August 3, 2015, FNHW removed the outdated address per your request and [redacted] now issue all correspondence to your current property address.
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.
Thank you for your business, we look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/10/05) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claim. FNHW operates with the best of intentions and deepest respect for all of our customers. When you purchase a...
Fidelity National Home Warranty you have every reason to expect quality customer service. Clearly that did not happen, and I was disappointed to hear the level of service you received. By taking the time to contact us, you have not only given us the opportunity to assist you with your concerns, but also to consider what we can do to prevent a similar situation from occurring again.
Our records show that your claim was placed on the afternoon of September 19, 2015, and the appointment for service was scheduled for the September 21, 2015. The technician has advised FNHW that the repairs were completed and that he tested the system and it is cooling properly.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why was I told on Saturday nobody could access my email that had the scanned invoice in it until Monday but when I called Sunday morning the representative was able to pull it up? It seems like it is only a Monday through Friday warranty. It's not our fault our air conditioner broke on saturday. On top of that it only took the technician 15 mins to fix it. So we went without for 2 days because it seems that if something breaks on the weekend it won't get fixed until monday. And there are several companies that have techs work on the weekend. The warranty should say they [redacted] not pay overtime to get something fixed. I would please like to know how this [redacted] not happen again to any other customers before I accept their response. Thank You
Final Business Response /* (4000, 9, 2015/10/22) */
We think the information you provided us in your complaint is important as it allows us to consider our process and work toward a better customer experience. FNHW appreciates the time and effort you have taken to bring this matter to our attention. We value your business and look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 11, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I [redacted] accept their response and should we need to use the warranty service again then I [redacted] see if they have improved there process for dealing with a claim hopefully a faster and easier process especially on the weekends. Thank You, [redacted]
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated July 11, 2017.
Should you have any additional questions or...
concerns do not hesitate to contact us.
Complaint: 12657407I am rejecting this response because: they did not address my situation and reimburse me for the charges I incurred fixing my furnace. they only said they were sorry for how I felt I was treated. There are hundreds of negative reviews on social media. I am guessing many people did not pursue with Revdex.com. Very unscrupulous company that is not focused on customer service!Sincerely,[redacted]
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Review of your claim information shows the claim has been resolved to your satisfaction. ...
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
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 July 18, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.