Complaint: [redacted]
I don't know what company letter dated October 6 you're referring to, beside your apologies posted on that date.Last Thursday I received your partial payment in the form of a pre-paid debit card. I appreciate your effort, but it's still $750 dollar short of what I paid to have the electrical problem fixed.I never expected a home warranty service to dispense money freely but this time your response was grossly wrong, in my opinion. Your service has degraded constantly over the past year or so, at the point that's almost impossible to even speak with one of your representative. In January it took almost 2 months to have the dishwasher fixed. In April, another month for a leaking toilet. Finally in June you just decided to give up on the service, and plainly denied the claim.
Sincerely,
[redacted]
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated April 28, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/08/06) */
Our records show on August 3rd, 2015, a representative from our Purchasing Department contacted you and offered options for replacement of your dishwasher pursuant to the Terms and Conditions of your Contract. If you have any additional...
questions or concerns, please feel free to contact our Purchasing Department at (XXX) XXX-XXXX and select Option #4.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW (Fidelity National Home Warranty) 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 Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
yes, they did contact me BUT
I am still waiting for the approval of the new dishwasher and to have it installed
I have spoken with a couple of people there
the last time I spoke with someone was on 8/5/15, he said someone should be getting back to me in two or three days
so the matter is not resolved as of this date
Final Business Response /* (4000, 9, 2015/08/18) */
Our records show that on August 5, 2015, FNHW offered options for the replacement of your dishwasher according to the terms and conditions of your Contract. On August 12, 2015, cash in lieu of replacement was processed. 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.
Thank you for your business, we look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 11, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/16) */
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 that the replacement unit for your air conditioning swamp cooler was ordered on or around September 30, 2015 and an installation appointment was completed on or around October 02, 2015. After review of your claim, a representative with FNHW contacted the technician to advise that FNHW was covering the installation of a universal programmable remote thermostat under the terms and conditions stated in the Contract.
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 /* (2000, 7, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, the company contacted me the next business day to inform me that they reviewed the account and order and had now ordered the programmable remote for me. It has been installed now and is working nicely. Just as I had before.
Thank you
Initial Business Response /* (1000, 5, 2015/06/16) */
When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer service. Clearly that did not happen, and I was disappointed to hear the level of service you received. Please accept my sincere...
apologies on behalf of FNHW. I understand that the replacement evaporative coil is installed.
FNHW operates with the best of intentions and deepest respect for all of our customers. We additionally keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a company. Rest assured that your concerns were forwarded to our Vendor Relations Department Manager to discuss directly with the company involved. Complaints received negatively affect the vendor's rating with our Company.
As a gesture of customer service, FNHW is returning the service fee paid. This [redacted] appear as a credit to the card used for payment.
On behalf of the Company it is my hope that the value of the home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to you. The Contract's Limits of Liability #10 states the cancellation provisions as they apply to your two contracts: "If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and any service costs incurred by FNHW." Please confirm to FNHW if you want to proceed with the cancellation of the Contracts.
Initial Business Response /* (1000, 5, 2015/11/04) */
Please accept my apologies for any inconvenience you may have had in regard to this claim. Upon review of your letter and the claim, FNHW has determined coverage for the replacement of the failed ductwork under the terms and conditions of the...
warranty. As you know, your Contract's Heating/Air Conditioning/Evaporative Cooler/Ductwork coverage Limits states, "The access, diagnosis, repair or replacement of the ductwork is limited to $1,000.00 aggregate per contract term." Our records show the technician with Climatrol Heating & Air Conditioning has scheduled an appointment with you for Monday, November 9, 2015.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
TechnicIan has indeed made an appointment for this coming Monday. Work should be completed within 4 hours.
Complaint: [redacted]I am rejecting this response because:
Complaint:[redacted]I am rejecting this response because: The letter Fidelity sent me dated 7/25 states "the technician found no failure" contradictory to what the 2nd technician that Fidelity dispatched named Igor from [redacted] documented on his 7/14/2017 visit. (copy of letter is attached)[redacted] stated on 7/14 that the diagnosis and failure was due to the shifted insulation on the freezer door that was blocking the cold air into the fridge resulting in higher temperatures that would not be safe for food; temp was at 60 degree F, should be 37 degrees F. (I attached the invoice).
[redacted] was the 2nd company to be sent to my home after the first, [redacted] failed to diagnose the issue and claimed everything was okay leading to over $500 worth of food. In addition, I have left messages for [redacted] a supervisor to call me on 6/24 and no response.
I have since purchased a new fridge, and would like terminate contract I just renewed. I am not asking for them to pay my refrigerator, however I feel I am entitled to my claim payout since they failed to repair or communicate the root issue. Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/10/05) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences 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 rush service claim was called in on August 28, 2015 and the soonest service we were able to locate was for August 29, 2015. The service call was cancelled by the homeowner as an FNHW independent service contractor was arriving at the property. As stated under 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."
As a gesture of customer service FNHW has waived service fee and taken the home warranty contract out of suspension status as this was your first claim with us. 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, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had an additional problem with my garage door at my house and contacted the business. I was told by the representative that my account was "CANCELLED', not suspended. I was told I would be switched over to the service department to continue my cancelled request. No one answered at the service department and when I called the business back again they answered and immediately hung up. Due to this inconsideration I had to pay $450.00 to have my garage door repaired. I also have mailed the requested $65.00 to the business and never received it back. I am asking for assistance with the payment of $350.00 for my garage door and my $65.00 returned.
Final Business Response /* (4000, 12, 2015/10/22) */
Upon review of your complaint FNHW understands that you are dissatisfied with the service fee for your service work order. Our records show the service fee payment was received and a refund in the amount of $66 was issued on or around October 20, 2015 as we had previously waived the service fee as a gesture of customer service.
Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. As per Terms of Coverage #1 of the Contract, "If a covered item fails during the contract term, the contract holder must place a service request at www.homewarranty.com or by calling X-XXX-XXX-XXXX. Should the contract holder contract directly with others or do the work themselves, Fidelity National Home Warranty (FNHW) [redacted] not reimburse that cost."
However, as a gesture of good faith FNHW [redacted] review your paid invoice for the garage door opener services you had done for possible coverage under your home warranty. Please review your contract coverage below for the Garage Door Opener section of the Contract. As you mentioned repair of the door, please be advised that the actual "garage door" is listed as not covered.
Garage Door Opener
Standard Items: Wiring - motor - switches - receiver unit - track drive assembly.
Comprehensive Items: Hinges - springs - remote transmitters. (via Comp Plan)
Not Covered: Garage doors - rollers - guides.
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences 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. If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, 300 South Spring St., Los Angeles, CA 90013 (phone XXX-XXX-XXXX).
Initial Business Response /* (1000, 6, 2015/09/17) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service. Clearly that did not happen, from what you describe and I was disappointed to hear the level of service you received.
FNHW operates...
with the best of intentions and deepest respect for all of our customers. We additionally keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a company. Rest assured that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involved. Additionally, note that the complaints received negatively affect the vendor's rating with our Company.
In good faith, FNHW has offered through our Sales Executive to review the invoice you paid to have the gas leak repaired for possible reimbursement under the terms and conditions of the Contract. Please submit this to our authorizations department at XXX-XXX-XXXX via fax or email to [redacted]@fnf.com In addition, FNHW has waived the $65.00 service fee in conjunction with this claim.
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, 8, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First I never ask to get reimburste I simply ask why do I have to pay the 65.00 dollars for the service that I did not have . also we being arguin about the service that you have not finish I pay the service man the 65.00 dollars for the dishwasher he came twice once to fix and did not work so I call back to let them know that is not working the same repaire man came back and said that he as to send them a report for them to change the dishwasher , did not ear anything from fedelity so I call them to ask them when are they going to send some one I spoke to bella she was very made because I made a complain to Revdex.com. so she said I dont think they going to finish the job till I send the [redacted] of the gas leack wich number one they never ask for a money back and also has nothing to do whith the diswasher sorry they are not very honest about the hold thing also they are saying that I did not pay the repaire man that fix the diswasher wich I did I ask to talk the repaire man they [redacted] not let me something is not right here they treat me very badly and not business like I [redacted] NOT PAY A OTHER PENNY TILL THEY FINISH THE JOB OF THE DISHWASHER
Final Consumer Response /* (3000, 27, 2015/12/18) */
I dont understand that you close the conplainte because it is not settle yet. miss myrat from fedelity her ex is [redacted] as call me 2 weeks ago asking me to send her the recipt of the diswasher that I purchase plus the recipte of the installation of the diswasher so I fax everything to her I have not hear aniting from her so I call her 2 days a go lefte a massage she never respond so 2 days after I call left message still no respond so this is not yet close
Final Business Response /* (4000, 29, 2016/01/04) */
Fidelity National Home Warranty (FNHW) is in receipt of your recent correspondence requesting reimbursement for your dishwasher appliance replacement. Unfortunately we are unable to reimburse you under the terms and conditions of your warranty contract.
Please refer to the Terms of Coverage #1 of the Contract; "if a covered system and/or appliance fails during the contract term, the contract holder must contact the Fidelity National Home Warranty (FNHW) Customer Service Department toll free at X-XXX-XXX-XXXX. Calls are received 24 hours a day - 7 days a week. Should the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost."
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract and has no further comment regarding this matter.
Complaint: [redacted]I am rejecting this response because: I read the letters of July 20th and they did not address the key issue at all. How can any home warranty company take 9 weeks to diagnose an Air Conditioner problem? They state they are at the mercy of their suppliers, but that is just an excuse because they recruit their suppliers, manage their suppliers, follow up on their suppliers and evaluate their suppliers. Perhaps they pay so little that no one wants to work for them, perhaps their suppliers use FNHW as fill in work when they do not have any better work, I am speculating, but I do know 2 things: 1. if money were no object then the AC could be serviced in 24 hours and 2. It is completely unacceptable to wait 9 weeks for an evaluation. If FNHW's management systems were good, this could never have happened. I have received the results of gross negligence on their part and their letters just stated that they would wave the 2nd evaluation fee--which I never order and did not even want. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/01/05) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
A technician from AKS appliance Repair has...
been dispatched in an effort to provide a second opinion regarding your claim. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been progress toward a solution but the issue isn't yet resolved.
A technician from another company (AKS) was dispatched to the home and he determined that the first inspector was in error. He believed that the problem was a faulty fan and he replaced that part. He mentioned that there may be an additional issue with the ice maker but that we wouldn't know until enough time had passed ** see if the unit was making ice. After a couple of days, I notified Fidelity that the unit had made very few ice cubes. Although it was an improvement, it was still below expectations. They contacted AKS and another appointment was scheduled. AKS ran long on a previous appointment and was unable to meet our scheduled appointment time. At the hour and twenty minute mark past the scheduled time, we agreed to reschedule and this is set for 1/20. At that time, the AKS has indicated that he [redacted] bring a new icemaking unit and, hopefully, this [redacted] be resolved.
Final Business Response /* (4000, 9, 2016/01/27) */
The Company received confirmation from the service vendor that you refrigerator repairs have been completed. A representative of the Company attempted to contact you on January 20, 2016 to verify the functionality of your refrigerator but was unable to reach you. Should you have any additional questions or concerns do not hesitate to contact us. We hope that the true value of this home warranty coverage [redacted] continue to be beneficial to you. Thank you for your business, we look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 11, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After registering complaints with the Revdex.com and Attorney General for my state, we were able to get Fidelity to properly address the concern. Their steps to rectify the problem using a second (knowledgeable) inspector resulted in significant savings on their part and a correction to the problem. This should have been the initial approach and hopefully they [redacted] implement steps to ensure that this type of issue doesn't repeat for me or for others. I consider the matter resolved to my satisfaction.
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 records show the Company was advised by the technician that the garage door spring had...
failed. As stated under the Garage Door Opener section of the Contract; “springs” are not covered.
With regard to your request for a refund of the $65.00 service fee, the Company must respectfully decline your request. Please refer to the Terms of Coverage #3 section of the Contract which states: “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 will 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.”
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/08/05) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Each claim is processed under the terms and...
conditions of the warranty contract and accepted or denied on that basis.
We understand that on July 22, 2015 the technician reported the A/C condenser coil was dirty and needed cleaning and routine maintenance. The contract does not cover for cleaning and maintenance as stated in Limits of Liability #5: "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."
Our records show you have had the cleaning and maintenance performed and you [redacted] be sending in a Proof of Repair to our Authorization Department.
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, 2015/12/23) */
The Company has reviewed your claim of October 19, 2015, and appreciates the opportunity to respond to your concerns. The Company was advised on October 28, 2015, the furnace required replacement. Our records show the Company is providing...
coverage for the replacement of your furnace according to the Terms and Conditions of the Home Warranty contract. The Company covers the parts, installation labor, and taxes for all covered replacements; however, the Company was advised by The Climate Controllers that CA Title 24 Duct Testing, City Permit costs in excess of the coverage provided by the Comprehensive Option section of the Contract, and modifications are required. The CA Title 24 Duct Testing is not covered as stated under the Ductwork section of the Contract which lists under the "Not Covered" header; "costs for inspections, diagnostic testing, verification and permits as required by any federal, state or local law, regulation or ordinance, including CA Title 24 requirements." The Company provides coverage up to an aggregate limit of $250 for the cost of City Permits which is supported by the Comprehensive Option section of the Contract which states; "FNHW [redacted] pay the cost of obtaining permits for FNHW-approved repairs and replacements up to $250.00 per occurrence." Finally, in regard to your contention that the modifications should be covered by the Company, you may refer to the Limits of Liability #7 section of the contract which states; "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."
Please be advised that as a special accommodation the Company is extending additional coverage, beyond the limitations outlined by the Contract, toward the cost of CA Title 24 Duct Testing and City Permit fee. A letter containing the breakdown of the non-covered charges associated with your claim and the additional coverage amount being afforded by the company was mailed to your property address on December 22, 2015.
The Improper Installations, Repairs or Modifications section of the Contract which you quoted applies to the Company's coverage of failures that are not due to normal wear and tear, and have resulted instead from the improper installation or repair of a covered item and does not apply to modifications needed to affect a covered replacement. The Company is providing coverage for the replacement of your furnace which failed due to normal wear and tear and is waiting for your response in regard to these non-covered charges per the above referenced exclusions and limitations of the Home Warranty contract. To expedite the resolution of your claim, please contact the Company at X-XXX-XXX-XXXX, option 2.
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, 6, 2015/04/22) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our company. Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers. Fidelity...
National Home Warranty and the technician's we work closely with conduct business in a manner that reflects our aspiration as a company. Rest assured that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involved. Additionally, note that the complaints received negatively affect the vendor's rating with our Company.
Our records show that a replacement of the stackable washer and dryer unit has been offered and as an alternative to replacing the unit, cash in lieu of replacement. Please advise our purchasing department XXX-XXX-XXXX #4 as soon as you have made a decision.
I appreciate the opportunity to have been able to respond to your correspondence through the Revdex.com.
Complaint: [redacted]I am rejecting this response because: I do not see a letter dated March 31st. This email provided no resolution.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. The Company is in receipt of your complaint. Further, it is the Company’s understanding that you received...
service and your matter may be resolved. In either case, please confirm resolution or let us know what, if any, additional issues remain to be resolved.
As always, 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 September 26, 2017. Should you have any additional...
questions or concerns do not hesitate to contact us.
Complaint: [redacted]
I don't know what company letter dated October 6 you're referring to, beside your apologies posted on that date.Last Thursday I received your partial payment in the form of a pre-paid debit card. I appreciate your effort, but it's still $750 dollar short of what I paid to have the electrical problem fixed.I never expected a home warranty service to dispense money freely but this time your response was grossly wrong, in my opinion. Your service has degraded constantly over the past year or so, at the point that's almost impossible to even speak with one of your representative. In January it took almost 2 months to have the dishwasher fixed. In April, another month for a leaking toilet. Finally in June you just decided to give up on the service, and plainly denied the claim.
Sincerely,
[redacted]
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated April 28, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/08/06) */
Our records show on August 3rd, 2015, a representative from our Purchasing Department contacted you and offered options for replacement of your dishwasher pursuant to the Terms and Conditions of your Contract. If you have any additional...
questions or concerns, please feel free to contact our Purchasing Department at (XXX) XXX-XXXX and select Option #4.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW (Fidelity National Home Warranty) 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 Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
yes, they did contact me BUT
I am still waiting for the approval of the new dishwasher and to have it installed
I have spoken with a couple of people there
the last time I spoke with someone was on 8/5/15, he said someone should be getting back to me in two or three days
so the matter is not resolved as of this date
Final Business Response /* (4000, 9, 2015/08/18) */
Our records show that on August 5, 2015, FNHW offered options for the replacement of your dishwasher according to the terms and conditions of your Contract. On August 12, 2015, cash in lieu of replacement was processed. 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.
Thank you for your business, we look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 11, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/16) */
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 that the replacement unit for your air conditioning swamp cooler was ordered on or around September 30, 2015 and an installation appointment was completed on or around October 02, 2015. After review of your claim, a representative with FNHW contacted the technician to advise that FNHW was covering the installation of a universal programmable remote thermostat under the terms and conditions stated in the Contract.
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 /* (2000, 7, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, the company contacted me the next business day to inform me that they reviewed the account and order and had now ordered the programmable remote for me. It has been installed now and is working nicely. Just as I had before.
Thank you
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/16) */
When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer service. Clearly that did not happen, and I was disappointed to hear the level of service you received. Please accept my sincere...
apologies on behalf of FNHW. I understand that the replacement evaporative coil is installed.
FNHW operates with the best of intentions and deepest respect for all of our customers. We additionally keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a company. Rest assured that your concerns were forwarded to our Vendor Relations Department Manager to discuss directly with the company involved. Complaints received negatively affect the vendor's rating with our Company.
As a gesture of customer service, FNHW is returning the service fee paid. This [redacted] appear as a credit to the card used for payment.
On behalf of the Company it is my hope that the value of the home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to you. The Contract's Limits of Liability #10 states the cancellation provisions as they apply to your two contracts: "If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and any service costs incurred by FNHW." Please confirm to FNHW if you want to proceed with the cancellation of the Contracts.
Initial Business Response /* (1000, 5, 2015/11/04) */
Please accept my apologies for any inconvenience you may have had in regard to this claim. Upon review of your letter and the claim, FNHW has determined coverage for the replacement of the failed ductwork under the terms and conditions of the...
warranty. As you know, your Contract's Heating/Air Conditioning/Evaporative Cooler/Ductwork coverage Limits states, "The access, diagnosis, repair or replacement of the ductwork is limited to $1,000.00 aggregate per contract term." Our records show the technician with Climatrol Heating & Air Conditioning has scheduled an appointment with you for Monday, November 9, 2015.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
TechnicIan has indeed made an appointment for this coming Monday. Work should be completed within 4 hours.
Complaint: [redacted]I am rejecting this response because:
Complaint:[redacted]I am rejecting this response because: The letter Fidelity sent me dated 7/25 states "the technician found no failure" contradictory to what the 2nd technician that Fidelity dispatched named Igor from [redacted] documented on his 7/14/2017 visit. (copy of letter is attached)[redacted] stated on 7/14 that the diagnosis and failure was due to the shifted insulation on the freezer door that was blocking the cold air into the fridge resulting in higher temperatures that would not be safe for food; temp was at 60 degree F, should be 37 degrees F. (I attached the invoice).
[redacted] was the 2nd company to be sent to my home after the first, [redacted] failed to diagnose the issue and claimed everything was okay leading to over $500 worth of food. In addition, I have left messages for [redacted] a supervisor to call me on 6/24 and no response.
I have since purchased a new fridge, and would like terminate contract I just renewed. I am not asking for them to pay my refrigerator, however I feel I am entitled to my claim payout since they failed to repair or communicate the root issue. Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/10/05) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences 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 rush service claim was called in on August 28, 2015 and the soonest service we were able to locate was for August 29, 2015. The service call was cancelled by the homeowner as an FNHW independent service contractor was arriving at the property. As stated under 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."
As a gesture of customer service FNHW has waived service fee and taken the home warranty contract out of suspension status as this was your first claim with us. 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, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had an additional problem with my garage door at my house and contacted the business. I was told by the representative that my account was "CANCELLED', not suspended. I was told I would be switched over to the service department to continue my cancelled request. No one answered at the service department and when I called the business back again they answered and immediately hung up. Due to this inconsideration I had to pay $450.00 to have my garage door repaired. I also have mailed the requested $65.00 to the business and never received it back. I am asking for assistance with the payment of $350.00 for my garage door and my $65.00 returned.
Final Business Response /* (4000, 12, 2015/10/22) */
Upon review of your complaint FNHW understands that you are dissatisfied with the service fee for your service work order. Our records show the service fee payment was received and a refund in the amount of $66 was issued on or around October 20, 2015 as we had previously waived the service fee as a gesture of customer service.
Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis. As per Terms of Coverage #1 of the Contract, "If a covered item fails during the contract term, the contract holder must place a service request at www.homewarranty.com or by calling X-XXX-XXX-XXXX. Should the contract holder contract directly with others or do the work themselves, Fidelity National Home Warranty (FNHW) [redacted] not reimburse that cost."
However, as a gesture of good faith FNHW [redacted] review your paid invoice for the garage door opener services you had done for possible coverage under your home warranty. Please review your contract coverage below for the Garage Door Opener section of the Contract. As you mentioned repair of the door, please be advised that the actual "garage door" is listed as not covered.
Garage Door Opener
Standard Items: Wiring - motor - switches - receiver unit - track drive assembly.
Comprehensive Items: Hinges - springs - remote transmitters. (via Comp Plan)
Not Covered: Garage doors - rollers - guides.
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences 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. If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, 300 South Spring St., Los Angeles, CA 90013 (phone XXX-XXX-XXXX).
Initial Business Response /* (1000, 6, 2015/09/17) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service. Clearly that did not happen, from what you describe and I was disappointed to hear the level of service you received.
FNHW operates...
with the best of intentions and deepest respect for all of our customers. We additionally keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a company. Rest assured that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involved. Additionally, note that the complaints received negatively affect the vendor's rating with our Company.
In good faith, FNHW has offered through our Sales Executive to review the invoice you paid to have the gas leak repaired for possible reimbursement under the terms and conditions of the Contract. Please submit this to our authorizations department at XXX-XXX-XXXX via fax or email to [redacted]@fnf.com In addition, FNHW has waived the $65.00 service fee in conjunction with this claim.
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, 8, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First I never ask to get reimburste I simply ask why do I have to pay the 65.00 dollars for the service that I did not have . also we being arguin about the service that you have not finish I pay the service man the 65.00 dollars for the dishwasher he came twice once to fix and did not work so I call back to let them know that is not working the same repaire man came back and said that he as to send them a report for them to change the dishwasher , did not ear anything from fedelity so I call them to ask them when are they going to send some one I spoke to bella she was very made because I made a complain to Revdex.com. so she said I dont think they going to finish the job till I send the [redacted] of the gas leack wich number one they never ask for a money back and also has nothing to do whith the diswasher sorry they are not very honest about the hold thing also they are saying that I did not pay the repaire man that fix the diswasher wich I did I ask to talk the repaire man they [redacted] not let me something is not right here they treat me very badly and not business like I [redacted] NOT PAY A OTHER PENNY TILL THEY FINISH THE JOB OF THE DISHWASHER
Final Consumer Response /* (3000, 27, 2015/12/18) */
I dont understand that you close the conplainte because it is not settle yet. miss myrat from fedelity her ex is [redacted] as call me 2 weeks ago asking me to send her the recipt of the diswasher that I purchase plus the recipte of the installation of the diswasher so I fax everything to her I have not hear aniting from her so I call her 2 days a go lefte a massage she never respond so 2 days after I call left message still no respond so this is not yet close
Final Business Response /* (4000, 29, 2016/01/04) */
Fidelity National Home Warranty (FNHW) is in receipt of your recent correspondence requesting reimbursement for your dishwasher appliance replacement. Unfortunately we are unable to reimburse you under the terms and conditions of your warranty contract.
Please refer to the Terms of Coverage #1 of the Contract; "if a covered system and/or appliance fails during the contract term, the contract holder must contact the Fidelity National Home Warranty (FNHW) Customer Service Department toll free at X-XXX-XXX-XXXX. Calls are received 24 hours a day - 7 days a week. Should the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost."
FNHW considers this claim to be correctly processed under the terms and conditions of the Contract and has no further comment regarding this matter.
Complaint: [redacted]I am rejecting this response because: I read the letters of July 20th and they did not address the key issue at all. How can any home warranty company take 9 weeks to diagnose an Air Conditioner problem? They state they are at the mercy of their suppliers, but that is just an excuse because they recruit their suppliers, manage their suppliers, follow up on their suppliers and evaluate their suppliers. Perhaps they pay so little that no one wants to work for them, perhaps their suppliers use FNHW as fill in work when they do not have any better work, I am speculating, but I do know 2 things: 1. if money were no object then the AC could be serviced in 24 hours and 2. It is completely unacceptable to wait 9 weeks for an evaluation. If FNHW's management systems were good, this could never have happened. I have received the results of gross negligence on their part and their letters just stated that they would wave the 2nd evaluation fee--which I never order and did not even want. Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/01/05) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
A technician from AKS appliance Repair has...
been dispatched in an effort to provide a second opinion regarding your claim. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been progress toward a solution but the issue isn't yet resolved.
A technician from another company (AKS) was dispatched to the home and he determined that the first inspector was in error. He believed that the problem was a faulty fan and he replaced that part. He mentioned that there may be an additional issue with the ice maker but that we wouldn't know until enough time had passed ** see if the unit was making ice. After a couple of days, I notified Fidelity that the unit had made very few ice cubes. Although it was an improvement, it was still below expectations. They contacted AKS and another appointment was scheduled. AKS ran long on a previous appointment and was unable to meet our scheduled appointment time. At the hour and twenty minute mark past the scheduled time, we agreed to reschedule and this is set for 1/20. At that time, the AKS has indicated that he [redacted] bring a new icemaking unit and, hopefully, this [redacted] be resolved.
Final Business Response /* (4000, 9, 2016/01/27) */
The Company received confirmation from the service vendor that you refrigerator repairs have been completed. A representative of the Company attempted to contact you on January 20, 2016 to verify the functionality of your refrigerator but was unable to reach you. Should you have any additional questions or concerns do not hesitate to contact us. We hope that the true value of this home warranty coverage [redacted] continue to be beneficial to you. Thank you for your business, we look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 11, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After registering complaints with the Revdex.com and Attorney General for my state, we were able to get Fidelity to properly address the concern. Their steps to rectify the problem using a second (knowledgeable) inspector resulted in significant savings on their part and a correction to the problem. This should have been the initial approach and hopefully they [redacted] implement steps to ensure that this type of issue doesn't repeat for me or for others. I consider the matter resolved to my satisfaction.
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 records show the Company was advised by the technician that the garage door spring had...
failed. As stated under the Garage Door Opener section of the Contract; “springs” are not covered.
With regard to your request for a refund of the $65.00 service fee, the Company must respectfully decline your request. Please refer to the Terms of Coverage #3 section of the Contract which states: “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 will 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.”
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/08/05) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Each claim is processed under the terms and...
conditions of the warranty contract and accepted or denied on that basis.
We understand that on July 22, 2015 the technician reported the A/C condenser coil was dirty and needed cleaning and routine maintenance. The contract does not cover for cleaning and maintenance as stated in Limits of Liability #5: "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."
Our records show you have had the cleaning and maintenance performed and you [redacted] be sending in a Proof of Repair to our Authorization Department.
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, 2015/12/23) */
The Company has reviewed your claim of October 19, 2015, and appreciates the opportunity to respond to your concerns. The Company was advised on October 28, 2015, the furnace required replacement. Our records show the Company is providing...
coverage for the replacement of your furnace according to the Terms and Conditions of the Home Warranty contract. The Company covers the parts, installation labor, and taxes for all covered replacements; however, the Company was advised by The Climate Controllers that CA Title 24 Duct Testing, City Permit costs in excess of the coverage provided by the Comprehensive Option section of the Contract, and modifications are required. The CA Title 24 Duct Testing is not covered as stated under the Ductwork section of the Contract which lists under the "Not Covered" header; "costs for inspections, diagnostic testing, verification and permits as required by any federal, state or local law, regulation or ordinance, including CA Title 24 requirements." The Company provides coverage up to an aggregate limit of $250 for the cost of City Permits which is supported by the Comprehensive Option section of the Contract which states; "FNHW [redacted] pay the cost of obtaining permits for FNHW-approved repairs and replacements up to $250.00 per occurrence." Finally, in regard to your contention that the modifications should be covered by the Company, you may refer to the Limits of Liability #7 section of the contract which states; "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."
Please be advised that as a special accommodation the Company is extending additional coverage, beyond the limitations outlined by the Contract, toward the cost of CA Title 24 Duct Testing and City Permit fee. A letter containing the breakdown of the non-covered charges associated with your claim and the additional coverage amount being afforded by the company was mailed to your property address on December 22, 2015.
The Improper Installations, Repairs or Modifications section of the Contract which you quoted applies to the Company's coverage of failures that are not due to normal wear and tear, and have resulted instead from the improper installation or repair of a covered item and does not apply to modifications needed to affect a covered replacement. The Company is providing coverage for the replacement of your furnace which failed due to normal wear and tear and is waiting for your response in regard to these non-covered charges per the above referenced exclusions and limitations of the Home Warranty contract. To expedite the resolution of your claim, please contact the Company at X-XXX-XXX-XXXX, option 2.
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, 6, 2015/04/22) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our company. Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers. Fidelity...
National Home Warranty and the technician's we work closely with conduct business in a manner that reflects our aspiration as a company. Rest assured that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involved. Additionally, note that the complaints received negatively affect the vendor's rating with our Company.
Our records show that a replacement of the stackable washer and dryer unit has been offered and as an alternative to replacing the unit, cash in lieu of replacement. Please advise our purchasing department XXX-XXX-XXXX #4 as soon as you have made a decision.
I appreciate the opportunity to have been able to respond to your correspondence through the Revdex.com.
Complaint: [redacted]I am rejecting this response because: I do not see a letter dated March 31st. This email provided no resolution.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. The Company is in receipt of your complaint. Further, it is the Company’s understanding that you received...
service and your matter may be resolved. In either case, please confirm resolution or let us know what, if any, additional issues remain to be resolved.
As always, 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 September 26, 2017. Should you have any additional...
questions or concerns do not hesitate to contact us.