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 October 6, 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.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2016/01/07) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that the technician with All Brand Appliance Repair was unable to determine any failure with the refrigerator...
at the time of service. Subsequently, you requested to obtain your own second opinion and were granted authorization by the Company to do so. On November 12, 2015, you were provided with the email address to which you may submit the details of your second opinion for review. On November 24, 2015, the Company received your second opinion correspondence and reviewed of the information contained therein. Review of your second opinion correspondence reported the inner tube for the water dispenser is leaking and in order to repair the failure the refrigerator door requires replacement. At that time, the Company requested an estimate to be provided by your technician indicating the item or part number for the replacement door, the part cost, the tax, the shipping, and the cost of labor for the required repair.
On December 10, 2015, you called the Company to check the status and were advised the Company was waiting for the aforementioned information to be provided. On December 14, 2015, you contacted the Company again and were informed the Company was still attempting to obtain the required information directly from your technician. A representative of the Company attempted to contact your technician to obtain the required information at which time your technician asked that the Company send him an email request. The Company then sent an email request to your technician. At this time, the Company has not received the required information from you, or your technician regarding the item or part number for the replacement door, the part cost, the tax, the shipping, and the cost of labor for the required repair.
Upon receipt of this required information, a representative of the Company [redacted] contact you. We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as the Company 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, 2015/10/27) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show that on Saturday, October 17,...
2015 you placed a claim for electrical service, reporting that outlets for the coffee maker, microwave, and modem were not working. FNHW promptly dispatched a Service Work Order (SWO) to the vendor Budget Electric to assist in resolution of your claim. The service representative you spoke to informed you that the technician from Budget Electric would contact you during normal business hours on the next business day. Please refer to the Terms of Coverage #1 section of the Contract which states; "Upon receipt of a service request, FNHW [redacted] contact an independent service contractor (contractor) within 3 hours during normal business hours and 48 hours on weekends and holidays. Our assigned contractor [redacted] then call the contract holder directly to schedule a mutually convenient appointment during normal business hours. FNHW [redacted] determine what service requests constitute an emergency and [redacted] make reasonable efforts to expedite emergency service."
On Sunday, October 18, 2015, you contacted our Service Department and advised that you were experiencing power failure to more than half of your home. You stated that you had been experiencing that degree of power failure since the time you originally contacted our Service Department to place the claim, however FNHW was not originally advised of the severity of your power failure at the time the SWO was placed. In response to this new information, FNHW offered you the option to go outside of our network of service providers. At this time, we also conducted an internal search in attempt to locate emergency service. Our Dispatch Department contacted electricians in your area but were unable to locate service for that day. The SWO was kept with Budget Electric who advised they could service your home the next day; Monday, October 19, 2015.
On Monday, October 19, 2015, you spoke to a representative from our Dispatch Department and advised that you had already received service from your own electrician. You have been provided with the email for the Authorization Department to which you may submit your invoice for review for coverage under the terms and conditions of the Home Warranty. As of this time, FNHW has not received any further correspondence.
We understand that you are requesting cancellation of your Contract. Pursuant to Limits of Liability #10 of the Contract, "This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of escrow does not occur. If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW. Upon renewal, this contract is non-cancelable except for non-payment of contract fee, fraud, or misrepresentation of facts." Please be advised our records show your contract term expires on November 6, 2015.
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, 2015/12/16) */
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 the representative you have...
been working with attempted to contact you on December 14, 2015, and left a telephone message for you advising the parts for your oven are estimated to be released on December 18, 2015. Please refer to the Limits of Liability #3 section of the Contract which states in relevant part; "when parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts."
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, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to John in Authorizations on 12/14 after a week of no response. He was terrific I also spoke to the repair company who said the issue was "closed." Very confusing for the customer
Since tomorrow is the 18th, I guess I can wait and see what happens next.
Thanks, [redacted]
Final Consumer Response /* (3000, 13, 2016/01/09) */
I just tried to call the number left for me and was directed to Authorizations - who did not pick up -
I was not left a number of "the representative" with whom I have been dealing. Who would that be?
Crazy bad customer service and I am still without an oven that works.
Final Business Response /* (4000, 15, 2016/01/28) */
Upon further review of your claim status, the Company has authorized cash in lieu of replacement of your range. Please review your contract terms specifically in regard to cash in lieu of repair or replacement under the Limits of Liability #11 provision which reads: "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."
A representative of the Company [redacted] contact your to further discuss this information and address any questions you may have regarding the claim status. Thank you for your business, we look forward to a continued service relationship with you.
Initial Business Response /* (1000, 8, 2015/08/04) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you and your family may have had in regard to this claim. FNHW operates with the best of intentions and deepest respect for all of our...
customers. Our records show that FNHW has approved the replacement of the air conditioning system, and as an alternative FNHW has offered you cash in lieu of repairs. The records also show that an appointment is scheduled this afternoon for review and confirmation of the amount of the non-covered charges associated with the replacement of the system.
On behalf of the Company it is my hope that the value of this home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to you. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still have not addressed the issue. It is still not replaced. They are planning to send a company with a poor Revdex.com rating to do the work and as of yet have not addressed our demand for compensation for the more than 60 days we have had to do with out a livable home environment. I have already instructed my friends in the Real Estate field (in which I use to be an agent) to stop recommending this company for their clients because they are not an honorable company.
Final Business Response /* (4000, 12, 2015/08/24) */
Our records show that the unit has been installed and the Title 24 duct testing needs to be done. This is a requirement by the state of California; however, it is not covered as stated under the heading Ductwork, Not Covered within your Contract.
Ductwork:
Standard Items: Accessible and inaccessible ducts from heating and/or cooling unit to connection at register or grill.
Not Covered: Registers - grills - dampers - insulation - improperly sized ductwork - collapsed or crushed ductwork - ductwork where asbestos is present - ductwork damaged by moisture - 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.
Limits: The access, diagnosis, repair or replacement of the ductwork is limited to $1,000.00 aggregate per contract term.
As advised, once title 24 is completed, and although your contract term has expired, as a part of this service should the ductwork be found to have a failure which would be covered under the terms of your contract; FNHW [redacted] provide coverage up to the aggregate as per your Contract's term and conditions.
Final Consumer Response /* (2000, 14, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have reluctantly accepted the settlement but feel dissatisfied that they put it off so long as to cause severe hardship to us.
Initial Business Response /* (1000, 5, 2016/02/11) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
We understand that you wish to cancel your...
contract which came into effect on October 17, 2015. Our records show the Company explained to you the process through which you may request cancellation of your contract. Please refer to the Limits of Liability #10 section of the contract which states in relevant part; "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. A 10% monthly penalty shall be added to refunds not paid or credited within 45 days after the return of this contract to FNHW." Should you wish to proceed with cancellation of your contract you may submit your written request, signed by all legal owners of the property, to the Company's Inbound Sales Department for review and further processing.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I was willing to give money to this company for being lied to I would have submitted a cancellation request as they asked. No amount of explanation is sufficient to warrant receiving funds for this type of sales practice. I am not willing to settle for paying for the privilege of being lied to during the sales process. The correct response from this company would be to apologize, correct their sales process and refund their ill-gotten gains. I suspect that I am not the only consumer that has been treated this way by this customer. This company needs to understand about fair sales practices and abide by them. I do not accept their offer of no offer.
Final Business Response /* (4000, 9, 2016/02/23) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that you reported a pressure regulator was missing from the gas supply line which services your pool/spa heater. The Company understands that you contend this condition is an improper previous repair and that it should fall under the Comprehensive Option coverage section of the contract. Conversely, the Company constitutes this condition as a missing part which is not covered pursuant to the Limits of Liability #5 section of the contract. For your reference, this coverage section states: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts."
The Company considers this matter to be correctly processed under the terms and conditions of the Contract. Should you have any additional questions or concerns do not hesitate to contact us.
Final Consumer Response /* (4200, 11, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As expected, the provided interpretation is not correct, nor does it cover the point of contention. The Warranty I had originally covered major equipment (and we paid extra to include the above ground pool equipment)for failure to operate as designed by cause of improper installation. I was told that the terms of the original warranty were the same as the new company had purchased to previous company. Only when I tried to file a claim, I was told that items that had been repaired previously (rollout switch replaced) were not eligible to be repaired again under the new warranty. I was also informed that it was not covered at all as the real issue was that a pressure valve is required and was not installed, and the new warranty does not cover anything installed incorrectly. A completely different story from "service" than from "sales". According to "sales" these are covered. According to "service" almost nothing in the home is covered as it is easy to say it was a manufacture defect, use issue, installation issue, ...
This is the backbone of this complaint. Companies should not be able to sell consumers a product and then fail to deliver, period. Two different departments in the same Company can play games all day long, interpreting the words in the agreement as it best suits their purpose and needs. Many Companies do not do this and provide the service as promised. Some companies do. It is beginning to be very clear that this company is the latter. It is not enough for buyer beware, but rather, buyer - get a lawyer and rewrite the service agreement to remove the "wiggle room" that [redacted] interpreted loosely by need/want.
I am trying to handle this using the Revdex.com's services. However, it appears that this company is not going to own up to it's practices and do the right thing. This is unfortunate. I can only hope that other consumers learn about these business practices before they give away their hard earned money.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated September 6, 2017
Should you have any...
additional questions or concerns do not hesitate to contact us.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. FNHW will be sending me a full refund of $973.02 by this week of April 24, 2017. I appreciate their quick response in this matter.
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 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, 2015/10/14) */
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 was ordered on or around September 30, 2015. We understand that the scheduled appointment is for the installation is the 21st of October. A representative with FNHW [redacted] be in contact with the technician in regard to advise that FNHW is paying the non-covered charges as a gesture of customer service.
As stated under Limits of Liability #6 of the Contract, "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties."
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, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/17) */
FNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers. Our records show that this matter was forwarded to FNHW's Vendor Relations Department for review and that our...
representative has been in contact with you and the company involved. In response; on November 16, 2015, FNHW dispatched County Plumbing to assist in resolution of your 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.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fidelity sent the original company that broke the pipe when we told them we did not want them back at our home. Another plumber came on Friday, Nov. 27th and could not fix the issue and Fidelity said they would be sending another plumber out. I called at 12:30pm that day to Fidelity to see when the new plumber is coming out because now my sink is totally taken apart and has a horrible smell lingering into my kitchen, the Fidelity warranty lady claimed they would call me the day of. I did not receive a phone call so I called again Satuday Nov. 28th at 8:13am and was told they [redacted] be calling that day to come out once the technician can verify they [redacted]. It is now Sunday and no phone call at all. My sink is all taken apart, it stinks and Monday [redacted] be a month since this issue has not been fixed. I have not received phone calls, instead I am having to be the one calling to be told "they are working on it." I would like this fixed as I am sure it is leaking under my house now to my foundation which could cause more issues and possibly even mold. This is very unsanitary and a health hazard at this point.
Final Business Response /* (4000, 9, 2015/12/02) */
We understand that the vendor Mainline Plumbing, who serviced on or about November 27, 2015, advised that access through a concrete wall under the kitchen sink would be required, and that his company was not equipped to provide such access. Subsequently, on November 27, 2015, FNHW created a transfer work order and the Company's Dispatch Department began making calls to other local vendors in an attempt to locate a vendor that would be able to assist with the access required. On November 30, 2015, FNHW spoke to a representative of Aiden Plumbing who indicated they may be able to assist with this matter, at which time FNHW dispatched the work order to them. Our records now show that Aiden Plumbing has scheduled an appointment with you for the morning of December 4th, 2015. FNHW has every intention of continuing to pursue resolution to this matter, and awaits the findings of Aiden Plumbing in order to proceed.
Should you have any additional questions or concerns, do not hesitate to contact us. You may contact the Authorization Department at X-XXX-XXX-XXXX, option 2. Thank you for your business, we look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/06/25) */
Please accept my apologies for the frustration you and your family had in regard to the plumbing claim. FNHW operates with the best of intentions and deepest respect for all of our customers. All claims are accepted or denied based upon the...
terms and conditions of the Contract. Our records show that although the plumbing pipe runs to your unit, the leak in that pipe is located in your downstairs neighbor's unit.
FNHW decision to deny the claim is based on the Contract's Terms of Coverage #8 which lists repair or replacement of covered items located outside of the main foundation of the home or garage for the "exterior well pump, air conditioner/evaporative cooler, pressure regulator, waste/stop valves, water heaters, pool/spa equipment, sewage ejector pump and outdoor septic tank system equipment." All other "covered systems and/or appliances must be located within the main foundation of the home or garage."
On behalf of the Company it is my hope that the true value of this home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to you. As a gesture of customer service the service fee is waived for this claim. A formal letter of denial [redacted] arrive under separate cover. 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.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated September 7, 2017.
Should you have any additional...
questions or concerns do not hesitate to contact us.
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 October 6, 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.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2016/01/07) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that the technician with All Brand Appliance Repair was unable to determine any failure with the refrigerator...
at the time of service. Subsequently, you requested to obtain your own second opinion and were granted authorization by the Company to do so. On November 12, 2015, you were provided with the email address to which you may submit the details of your second opinion for review. On November 24, 2015, the Company received your second opinion correspondence and reviewed of the information contained therein. Review of your second opinion correspondence reported the inner tube for the water dispenser is leaking and in order to repair the failure the refrigerator door requires replacement. At that time, the Company requested an estimate to be provided by your technician indicating the item or part number for the replacement door, the part cost, the tax, the shipping, and the cost of labor for the required repair.
On December 10, 2015, you called the Company to check the status and were advised the Company was waiting for the aforementioned information to be provided. On December 14, 2015, you contacted the Company again and were informed the Company was still attempting to obtain the required information directly from your technician. A representative of the Company attempted to contact your technician to obtain the required information at which time your technician asked that the Company send him an email request. The Company then sent an email request to your technician. At this time, the Company has not received the required information from you, or your technician regarding the item or part number for the replacement door, the part cost, the tax, the shipping, and the cost of labor for the required repair.
Upon receipt of this required information, a representative of the Company [redacted] contact you. We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as the Company 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, 2015/10/27) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show that on Saturday, October 17,...
2015 you placed a claim for electrical service, reporting that outlets for the coffee maker, microwave, and modem were not working. FNHW promptly dispatched a Service Work Order (SWO) to the vendor Budget Electric to assist in resolution of your claim. The service representative you spoke to informed you that the technician from Budget Electric would contact you during normal business hours on the next business day. Please refer to the Terms of Coverage #1 section of the Contract which states; "Upon receipt of a service request, FNHW [redacted] contact an independent service contractor (contractor) within 3 hours during normal business hours and 48 hours on weekends and holidays. Our assigned contractor [redacted] then call the contract holder directly to schedule a mutually convenient appointment during normal business hours. FNHW [redacted] determine what service requests constitute an emergency and [redacted] make reasonable efforts to expedite emergency service."
On Sunday, October 18, 2015, you contacted our Service Department and advised that you were experiencing power failure to more than half of your home. You stated that you had been experiencing that degree of power failure since the time you originally contacted our Service Department to place the claim, however FNHW was not originally advised of the severity of your power failure at the time the SWO was placed. In response to this new information, FNHW offered you the option to go outside of our network of service providers. At this time, we also conducted an internal search in attempt to locate emergency service. Our Dispatch Department contacted electricians in your area but were unable to locate service for that day. The SWO was kept with Budget Electric who advised they could service your home the next day; Monday, October 19, 2015.
On Monday, October 19, 2015, you spoke to a representative from our Dispatch Department and advised that you had already received service from your own electrician. You have been provided with the email for the Authorization Department to which you may submit your invoice for review for coverage under the terms and conditions of the Home Warranty. As of this time, FNHW has not received any further correspondence.
We understand that you are requesting cancellation of your Contract. Pursuant to Limits of Liability #10 of the Contract, "This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of escrow does not occur. If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW. Upon renewal, this contract is non-cancelable except for non-payment of contract fee, fraud, or misrepresentation of facts." Please be advised our records show your contract term expires on November 6, 2015.
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, 2015/12/16) */
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 the representative you have...
been working with attempted to contact you on December 14, 2015, and left a telephone message for you advising the parts for your oven are estimated to be released on December 18, 2015. Please refer to the Limits of Liability #3 section of the Contract which states in relevant part; "when parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts."
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, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to John in Authorizations on 12/14 after a week of no response. He was terrific I also spoke to the repair company who said the issue was "closed." Very confusing for the customer
Since tomorrow is the 18th, I guess I can wait and see what happens next.
Thanks, [redacted]
Final Consumer Response /* (3000, 13, 2016/01/09) */
I just tried to call the number left for me and was directed to Authorizations - who did not pick up -
I was not left a number of "the representative" with whom I have been dealing. Who would that be?
Crazy bad customer service and I am still without an oven that works.
Final Business Response /* (4000, 15, 2016/01/28) */
Upon further review of your claim status, the Company has authorized cash in lieu of replacement of your range. Please review your contract terms specifically in regard to cash in lieu of repair or replacement under the Limits of Liability #11 provision which reads: "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."
A representative of the Company [redacted] contact your to further discuss this information and address any questions you may have regarding the claim status. Thank you for your business, we look forward to a continued service relationship with you.
Initial Business Response /* (1000, 8, 2015/08/04) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you and your family may have had in regard to this claim. FNHW operates with the best of intentions and deepest respect for all of our...
customers. Our records show that FNHW has approved the replacement of the air conditioning system, and as an alternative FNHW has offered you cash in lieu of repairs. The records also show that an appointment is scheduled this afternoon for review and confirmation of the amount of the non-covered charges associated with the replacement of the system.
On behalf of the Company it is my hope that the value of this home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to you. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still have not addressed the issue. It is still not replaced. They are planning to send a company with a poor Revdex.com rating to do the work and as of yet have not addressed our demand for compensation for the more than 60 days we have had to do with out a livable home environment. I have already instructed my friends in the Real Estate field (in which I use to be an agent) to stop recommending this company for their clients because they are not an honorable company.
Final Business Response /* (4000, 12, 2015/08/24) */
Our records show that the unit has been installed and the Title 24 duct testing needs to be done. This is a requirement by the state of California; however, it is not covered as stated under the heading Ductwork, Not Covered within your Contract.
Ductwork:
Standard Items: Accessible and inaccessible ducts from heating and/or cooling unit to connection at register or grill.
Not Covered: Registers - grills - dampers - insulation - improperly sized ductwork - collapsed or crushed ductwork - ductwork where asbestos is present - ductwork damaged by moisture - 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.
Limits: The access, diagnosis, repair or replacement of the ductwork is limited to $1,000.00 aggregate per contract term.
As advised, once title 24 is completed, and although your contract term has expired, as a part of this service should the ductwork be found to have a failure which would be covered under the terms of your contract; FNHW [redacted] provide coverage up to the aggregate as per your Contract's term and conditions.
Final Consumer Response /* (2000, 14, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have reluctantly accepted the settlement but feel dissatisfied that they put it off so long as to cause severe hardship to us.
Initial Business Response /* (1000, 5, 2016/02/11) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
We understand that you wish to cancel your...
contract which came into effect on October 17, 2015. Our records show the Company explained to you the process through which you may request cancellation of your contract. Please refer to the Limits of Liability #10 section of the contract which states in relevant part; "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. A 10% monthly penalty shall be added to refunds not paid or credited within 45 days after the return of this contract to FNHW." Should you wish to proceed with cancellation of your contract you may submit your written request, signed by all legal owners of the property, to the Company's Inbound Sales Department for review and further processing.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I was willing to give money to this company for being lied to I would have submitted a cancellation request as they asked. No amount of explanation is sufficient to warrant receiving funds for this type of sales practice. I am not willing to settle for paying for the privilege of being lied to during the sales process. The correct response from this company would be to apologize, correct their sales process and refund their ill-gotten gains. I suspect that I am not the only consumer that has been treated this way by this customer. This company needs to understand about fair sales practices and abide by them. I do not accept their offer of no offer.
Final Business Response /* (4000, 9, 2016/02/23) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show that you reported a pressure regulator was missing from the gas supply line which services your pool/spa heater. The Company understands that you contend this condition is an improper previous repair and that it should fall under the Comprehensive Option coverage section of the contract. Conversely, the Company constitutes this condition as a missing part which is not covered pursuant to the Limits of Liability #5 section of the contract. For your reference, this coverage section states: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts."
The Company considers this matter to be correctly processed under the terms and conditions of the Contract. Should you have any additional questions or concerns do not hesitate to contact us.
Final Consumer Response /* (4200, 11, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As expected, the provided interpretation is not correct, nor does it cover the point of contention. The Warranty I had originally covered major equipment (and we paid extra to include the above ground pool equipment)for failure to operate as designed by cause of improper installation. I was told that the terms of the original warranty were the same as the new company had purchased to previous company. Only when I tried to file a claim, I was told that items that had been repaired previously (rollout switch replaced) were not eligible to be repaired again under the new warranty. I was also informed that it was not covered at all as the real issue was that a pressure valve is required and was not installed, and the new warranty does not cover anything installed incorrectly. A completely different story from "service" than from "sales". According to "sales" these are covered. According to "service" almost nothing in the home is covered as it is easy to say it was a manufacture defect, use issue, installation issue, ...
This is the backbone of this complaint. Companies should not be able to sell consumers a product and then fail to deliver, period. Two different departments in the same Company can play games all day long, interpreting the words in the agreement as it best suits their purpose and needs. Many Companies do not do this and provide the service as promised. Some companies do. It is beginning to be very clear that this company is the latter. It is not enough for buyer beware, but rather, buyer - get a lawyer and rewrite the service agreement to remove the "wiggle room" that [redacted] interpreted loosely by need/want.
I am trying to handle this using the Revdex.com's services. However, it appears that this company is not going to own up to it's practices and do the right thing. This is unfortunate. I can only hope that other consumers learn about these business practices before they give away their hard earned money.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated September 6, 2017
Should you have any...
additional questions or concerns do not hesitate to contact us.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. FNHW will be sending me a full refund of $973.02 by this week of April 24, 2017. I appreciate their quick response in this matter.
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 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, 2015/10/14) */
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 was ordered on or around September 30, 2015. We understand that the scheduled appointment is for the installation is the 21st of October. A representative with FNHW [redacted] be in contact with the technician in regard to advise that FNHW is paying the non-covered charges as a gesture of customer service.
As stated under Limits of Liability #6 of the Contract, "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties."
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, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/11/17) */
FNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers. Our records show that this matter was forwarded to FNHW's Vendor Relations Department for review and that our...
representative has been in contact with you and the company involved. In response; on November 16, 2015, FNHW dispatched County Plumbing to assist in resolution of your 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.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fidelity sent the original company that broke the pipe when we told them we did not want them back at our home. Another plumber came on Friday, Nov. 27th and could not fix the issue and Fidelity said they would be sending another plumber out. I called at 12:30pm that day to Fidelity to see when the new plumber is coming out because now my sink is totally taken apart and has a horrible smell lingering into my kitchen, the Fidelity warranty lady claimed they would call me the day of. I did not receive a phone call so I called again Satuday Nov. 28th at 8:13am and was told they [redacted] be calling that day to come out once the technician can verify they [redacted]. It is now Sunday and no phone call at all. My sink is all taken apart, it stinks and Monday [redacted] be a month since this issue has not been fixed. I have not received phone calls, instead I am having to be the one calling to be told "they are working on it." I would like this fixed as I am sure it is leaking under my house now to my foundation which could cause more issues and possibly even mold. This is very unsanitary and a health hazard at this point.
Final Business Response /* (4000, 9, 2015/12/02) */
We understand that the vendor Mainline Plumbing, who serviced on or about November 27, 2015, advised that access through a concrete wall under the kitchen sink would be required, and that his company was not equipped to provide such access. Subsequently, on November 27, 2015, FNHW created a transfer work order and the Company's Dispatch Department began making calls to other local vendors in an attempt to locate a vendor that would be able to assist with the access required. On November 30, 2015, FNHW spoke to a representative of Aiden Plumbing who indicated they may be able to assist with this matter, at which time FNHW dispatched the work order to them. Our records now show that Aiden Plumbing has scheduled an appointment with you for the morning of December 4th, 2015. FNHW has every intention of continuing to pursue resolution to this matter, and awaits the findings of Aiden Plumbing in order to proceed.
Should you have any additional questions or concerns, do not hesitate to contact us. You may contact the Authorization Department at X-XXX-XXX-XXXX, option 2. Thank you for your business, we look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/06/25) */
Please accept my apologies for the frustration you and your family had in regard to the plumbing claim. FNHW operates with the best of intentions and deepest respect for all of our customers. All claims are accepted or denied based upon the...
terms and conditions of the Contract. Our records show that although the plumbing pipe runs to your unit, the leak in that pipe is located in your downstairs neighbor's unit.
FNHW decision to deny the claim is based on the Contract's Terms of Coverage #8 which lists repair or replacement of covered items located outside of the main foundation of the home or garage for the "exterior well pump, air conditioner/evaporative cooler, pressure regulator, waste/stop valves, water heaters, pool/spa equipment, sewage ejector pump and outdoor septic tank system equipment." All other "covered systems and/or appliances must be located within the main foundation of the home or garage."
On behalf of the Company it is my hope that the true value of this home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to you. As a gesture of customer service the service fee is waived for this claim. A formal letter of denial [redacted] arrive under separate cover. 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.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated September 7, 2017.
Should you have any additional...
questions or concerns do not hesitate to contact us.