Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated May 30,
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 CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letters dated July 20,
Should you have any
additional questions or concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized repairs to your Air Conditioning Condensing Unit pursuant to the provisions of your home warranty contract
Please
accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning
We believe the above information completely responds to your requestShould 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 CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letters dated February 14,
Should you have any
additional questions or concerns do not hesitate to contact us
Complaint: ***I am rejecting this response because:
I never received a letter from FidelityI have made repeated attempts to request reimbursement for my covered loss, but Fidelity refuses to honor the contract Their home warranty is a total scam.Sincerely,*** *** *** ***
Complaint: ***
I am rejecting this response because: I have still not received the response in mail from the businessStill awaiting a response
Sincerely,
*** ***
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease refer to the Company’s letters dated August 24, 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 CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease refer to the Company’s letters dated August 25, Should you have any additional questions or
concerns do not hesitate to contact us
Complaint: ***I am rejecting this response because:
After the Home Warranty company sent a person over to look at the issue, I made phone calls asking for an estimate for fixing the garage door even though they had denied my claimBoth times my phone call was not returned, so even after spending $for some one to come and diagnose the issue, I had no idea what it would cost meI wasted another days waiting for a response and had to pay a second company again to come and diagnose the problem and give me a cost estimateI have lost both time and money, not to mention the inconvenience caused to me and my family in the waiting processThe entire interaction with the team they sent for diagnosis was very unprofessional and incomplete.I would like to see my costs compensated by the company
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/13) */
Fidelity National Home Warranty (FNHW) is in receipt of your recent complaint regarding your trash compactor claimYour concerns are important to our Company; I appreciate the opportunity to address them
Our records show that the dispatched
appliance technician was able to repair the exhaust fan and the refrigerator water inletHe reported that he found the trash compactor overloaded with cardboard at the time of serviceUpon investigating the cause of the failure to the trash compactor he reported that the unit failed due to glass and a metal fork or other utensil in the bearings of the unitThe technician also advised that he was instructed by your mother who was at the home at the time of service to leave the trash compactor on the porch
Pursuant to the cause of failure, FNHW denied the claim as supported by the contract's Limits of Liability #which states; "FNHW's liability is limited to failures due to wear and tear during the term of the contract." A formal denial letter *** be forthcoming
We understand that you disagree with the technician's findings and the subsequent denial of the claimAs advised over the phone and per Limits of Liability #of your contract you may submit a second opinion for reviewLimits of Liability #2: "FNHW reserves the right to obtain a second opinion at its own expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion."
We apologize for the manner in which you felt your claim was handledFNHW operates with the best of intentions and deepest respect for all of our customersWe additionally keep these same thoughts in mind when selecting our independent service contractorsAll claims are processed according to the terms and conditions of the contractIf 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, South Spring St., Los Angeles, CA (phone XXX-XXX-XXXX)
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, the business has not offered anything in this response in way of resolutionIn the meantime, I have had to pay $to have the trash compactor repairedFurthermore, they are denying an additional claim on a water pump for our house that is now leakingI can submit another Revdex.com claim on this, or we can resolve them all through this mediation
Final Consumer Response /* (3000, 12, 2015/08/11) */
The business still has not provided any resolution for the garbage disposal
Final Business Response /* (4000, 14, 2015/08/17) */
Please be advised that Fidelity National Home Warranty (FNHW) has reviewed its analysis of the trash compactor claim and our position remains the same
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersAgain, please refer to the Company’s letter dated February 16, 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 CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated May 19,
Should you have any additional questions or
concerns do not hesitate to contact us
Initial Business Response /* (1000, 9, 2015/09/15) */
The claim was dispatched to a local, licensed, independent heating and air conditioning companyThe technician advised FNHW that he found the contactor and compressor failedDue to the diagnosis and the length of time the contract had been in
effect, the was a question of whether or not the air conditioner could have been in good working order at the time the contract beganUpon further review, FNHW has applied coverageOur records show that our customer has been advised that the equipment has been ordered and FNHW is proceeding with the replacement of the failed components pursuant to the terms and conditions of the contract
Initial Consumer Rebuttal /* (3000, 11, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The A/C was finally repaired yesterday - days after it was reportedThe warranty company didn't cover $worth of the repairs and we were out of pocket that amountEvery single one of these items were necessary in order for the repair to be doneIt is unreasonable for these items not to be coveredHad we not paid, our A/C would still be downThe time frame it took them to do the repair is also unreasonable and we have incurred lost rent income as a resultWe want to be reimbursed for our total out of pocket of $
1) Transition fee $
2) Electrical disconnection $
3) Float Switch $
4) Whip $
Final Business Response /* (4000, 16, 2015/10/14) */
Our records show that on September 11, 2015, we re-dispatched the claim for the soonest available appointment in order to proceed with serviceIt was on Friday, September 11, that the new service technician arrived at the home and reported his diagnosis to FNHWThe following business day; Monday, September 14, 2015, the technician provided FNHW with the job bid for the replacement of the A/C condensing unit and A/C evaporative coilAt the time this information was received, a representative from our Authorization Department spoke to a gentleman who was identified as Mr*** at one of the telephone numbers on file, in regard to the non-covered charges associated with the claim and he agreed to those charges
We understand that you contend the modifications specified should be covered under the ContractPlease review your contract terms specifically in regard to modifications located under the Limits of Liability #provision which reads: "FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract
Final Consumer Response /* (4200, 18, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** was forced to agree verbally to those charges because he was told by the FNHW Rep that unless he agreed, the AC would NOT be scheduled for repairIt had already been over month in 100+ degree weather without AC while FNHW continued to delay repairs in order to find a way out of paying for the repairThe burden of proof of coverage was placed on us from day one by FNHW which we provided within days of them originally denying the full claimThey continued to delay repair which was very costly to us as it caused delays in renovation, lost rent, attorney fees, etc
We received a copy of the policy mailed to us last week (October 8th)The contract states Liability #provision which reads: "FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract
FNHW may consider this claim to be correctly processed under the terms and conditions of the Contract, but we do notThat clause is very open ended and allows FNHW to disqualify necessary repairs in order to get the AC system running
Our stance on this is how can FNHW claim to cover the repair for an AC, but then expect the policy holder to pay for necessary other costs associated with the repair of the systemThis is unfair and unreasonableNot only were we out of pocket $to the AC Contractor who told us this was all we had to pay, we received a *** from FNHW for $just this week asking for moreWe feel that we should only be responsible for the $service fee and be refunded the $for repairs necessary to have the AC running as it was prior to the claim
Initial Business Response /* (1000, 5, 2015/09/17) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers
Our records
show a representative from our vendors relations department left a message for you on September 16, He called to confirm that the air condition was now working as the most recent technician has advised FNHW that he added refrigerant, tested the system and found it was working well
As a gesture of customer service, FNHW *** reimburse the $for the cooling unit you obtainedPlease submit your receipt to FNHW at XXX-XXX-XXXX via fax or email to ***@fnf.com
We hope that the true value of this home warranty coverage *** continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you
Complaint: ***I am rejecting this response because: I did not receive any letter from FNHW and it is not mentioned in this email as well what did FNHW decided in the responseOn other hand, I got call from one of the representative on 04/and she was threatening me that FNHW is not going to help you in any way because you brought it on yourself by asking San Jose city inspector to come and inspect the panelShe repeated same thing that we are neither going to test the panel nor going to replace it.
So I am not really sure what FNHW has responded
Sincerely,*** ***
Initial Business Response /* (1000, 9, 2015/08/19) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that the technician found service needs at your home that were not covered by FNHWThe technician reported
the two air conditioning units required maintenanceThey also found on condensate drain for the unit in the attic has no trap installed, there are no registers installed in areas of the second floor, and the supply duct trunk to the second floor is not insulated
Maintenance, as well as missing parts are not covered by FNHW as per the Limits of Liability #section of the Contract: "FNHW *** not perform routine maintenance or cleaning." In addition, this section of the Contract states that; "FNHW is not responsible for repairs or replacement due to disassembled or missing parts."
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersWe hope that the value of this home warranty coverage *** be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 6, 2016/03/01) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
On the day you submitted your claim, the
Company offered an option wherein you were allowed to go outside of the Company's service network and contract with a plumber of your own choosing due to the circumstances involvedUnder that option, the Company offered to pay the costs incurred by you for covered servicesHowever, you declined the Company's offerInstead, you shut off the water main to the house and the Company promptly set up service and had a service technician repair the issue with your evaporative cooler
It is the Company's understanding that you are now requesting reimbursement for secondary damagesWith regard to secondary damages, please refer to Limits of Liability contained in your home warrantyLimits of Liability states as follows that:
FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system or appliance 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 difficultiesFNHW is not responsible for food spoilage, loss of income, utility bills, living expenses, personal and/or property damage
Accordingly, your claim for reimbursement of secondary damages is deniedShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 8, 2015/06/09) */
Please accept my apologies for the manner in which you felt your claim was handled by our Company
The Plumber found that the leak in the bathroom was from the shower panAs stated in the Plumbing System and Stoppages section in your Contract
FNHW shower enclosures and base pans are not covered:
"Not Covered: Stoppages and/or collapse of water, drain, or gas lines caused by roots - fixtures - bathtubs - sinks - shower enclosures and base pans - caulking and grouting - filters - sewage ejector pumps - toilet seats and lids - septic tanks - water softeners - flow restrictions in fresh water lines - access to drain or sewer lines from vent - saunas - steam rooms - bidets - whirlpool bathtub jet plumbing - indoor/outdoor sprinkler systems - booster pumps - conditions of electrolysis."
The shower base pan leak was denied and our records show a letter of denial was sent on or about April 1, Prior to the letter being sent, the records show that FNHW offered to send another plumber as a second opinion or review your own plumber's second opinion should you provide that to FNHWYou advised FNHW that you would have another plumber out and send their diagnosis for our review, however as of this date, FNHW has not received another diagnosis by a plumberOur records show that the
You reported to FNHW that the air conditioning unit was leakingThe first technician out to the home reported that the he found that the drain lines did not have the proper slope and there was no secondary drain pan presentThe slope of the line was not allowing proper drainageFNHW sent a second opinion to further diagnosis the problem as you advised you had a different company out to inspect the unit that said there was nothing improper in regard to the drain lines
FNHW's second opinion technician advised that he found the cause of the leak at the air conditioning unit to be that the main drain line was disconnected from the evaporative coilHe cleaned the line and reconnected it to the coilThis technician confirmed that both air conditioning units in the home did not have a secondary drain pan in place
Per FNHW Limits of Liability #"FNHW's liability is limited to failures due to wear and tear during the term of the contract." The secondary drain pans are missingFNHW does not cover to install parts or components of systems that are missing as stated in the letter of denial that FNHW sent you, per Limits of Liability #5: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts." Additionally please note that the Limits of Liability #of the Contract advises: "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."
Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customersEach claim is processed under the terms and conditions of the warranty and accepted or denied on that basisIt is our hope that this helps you in understanding the Contract's termsOur records show that FNHW was able to assist you in your Contract term with repairs to both the pool heater and the filter
Complaint* ***I am rejecting this response because:
The only thing the company said in their response was sorry and to refer to a letter from the company dated April I have not received any correspondence from the company, therefore I cannot refer to a note dated April It would be helpful if they could upload said correspondence for my review as I have no idea what this letter says nor have I received any said letter They did call me right after filing the complaint and said they would send a Visa gift card that we would receive in 7-days and today is day and we have not received the gift card either, so as of today, I am not currently satisfied
Sincerely,*** ***
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated May 30,
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 CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letters dated July 20,
Should you have any
additional questions or concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized repairs to your Air Conditioning Condensing Unit pursuant to the provisions of your home warranty contract
Please
accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning
We believe the above information completely responds to your requestShould 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 CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letters dated February 14,
Should you have any
additional questions or concerns do not hesitate to contact us
Complaint: ***I am rejecting this response because:
I never received any letter from the companySincerely,*** ***
Complaint: ***I am rejecting this response because:
I never received a letter from FidelityI have made repeated attempts to request reimbursement for my covered loss, but Fidelity refuses to honor the contract Their home warranty is a total scam.Sincerely,*** *** *** ***
Complaint: ***
I am rejecting this response because: I have still not received the response in mail from the businessStill awaiting a response
Sincerely,
*** ***
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease refer to the Company’s letters dated August 24, 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 CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease refer to the Company’s letters dated August 25, Should you have any additional questions or
concerns do not hesitate to contact us
Complaint: ***I am rejecting this response because:
After the Home Warranty company sent a person over to look at the issue, I made phone calls asking for an estimate for fixing the garage door even though they had denied my claimBoth times my phone call was not returned, so even after spending $for some one to come and diagnose the issue, I had no idea what it would cost meI wasted another days waiting for a response and had to pay a second company again to come and diagnose the problem and give me a cost estimateI have lost both time and money, not to mention the inconvenience caused to me and my family in the waiting processThe entire interaction with the team they sent for diagnosis was very unprofessional and incomplete.I would like to see my costs compensated by the company
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/07/13) */
Fidelity National Home Warranty (FNHW) is in receipt of your recent complaint regarding your trash compactor claimYour concerns are important to our Company; I appreciate the opportunity to address them
Our records show that the dispatched
appliance technician was able to repair the exhaust fan and the refrigerator water inletHe reported that he found the trash compactor overloaded with cardboard at the time of serviceUpon investigating the cause of the failure to the trash compactor he reported that the unit failed due to glass and a metal fork or other utensil in the bearings of the unitThe technician also advised that he was instructed by your mother who was at the home at the time of service to leave the trash compactor on the porch
Pursuant to the cause of failure, FNHW denied the claim as supported by the contract's Limits of Liability #which states; "FNHW's liability is limited to failures due to wear and tear during the term of the contract." A formal denial letter *** be forthcoming
We understand that you disagree with the technician's findings and the subsequent denial of the claimAs advised over the phone and per Limits of Liability #of your contract you may submit a second opinion for reviewLimits of Liability #2: "FNHW reserves the right to obtain a second opinion at its own expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion."
We apologize for the manner in which you felt your claim was handledFNHW operates with the best of intentions and deepest respect for all of our customersWe additionally keep these same thoughts in mind when selecting our independent service contractorsAll claims are processed according to the terms and conditions of the contractIf 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, South Spring St., Los Angeles, CA (phone XXX-XXX-XXXX)
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, the business has not offered anything in this response in way of resolutionIn the meantime, I have had to pay $to have the trash compactor repairedFurthermore, they are denying an additional claim on a water pump for our house that is now leakingI can submit another Revdex.com claim on this, or we can resolve them all through this mediation
Final Consumer Response /* (3000, 12, 2015/08/11) */
The business still has not provided any resolution for the garbage disposal
Final Business Response /* (4000, 14, 2015/08/17) */
Please be advised that Fidelity National Home Warranty (FNHW) has reviewed its analysis of the trash compactor claim and our position remains the same
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersAgain, please refer to the Company’s letter dated February 16, 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 CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated May 19,
Should you have any additional questions or
concerns do not hesitate to contact us
Initial Business Response /* (1000, 9, 2015/09/15) */
The claim was dispatched to a local, licensed, independent heating and air conditioning companyThe technician advised FNHW that he found the contactor and compressor failedDue to the diagnosis and the length of time the contract had been in
effect, the was a question of whether or not the air conditioner could have been in good working order at the time the contract beganUpon further review, FNHW has applied coverageOur records show that our customer has been advised that the equipment has been ordered and FNHW is proceeding with the replacement of the failed components pursuant to the terms and conditions of the contract
Initial Consumer Rebuttal /* (3000, 11, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The A/C was finally repaired yesterday - days after it was reportedThe warranty company didn't cover $worth of the repairs and we were out of pocket that amountEvery single one of these items were necessary in order for the repair to be doneIt is unreasonable for these items not to be coveredHad we not paid, our A/C would still be downThe time frame it took them to do the repair is also unreasonable and we have incurred lost rent income as a resultWe want to be reimbursed for our total out of pocket of $
1) Transition fee $
2) Electrical disconnection $
3) Float Switch $
4) Whip $
Final Business Response /* (4000, 16, 2015/10/14) */
Our records show that on September 11, 2015, we re-dispatched the claim for the soonest available appointment in order to proceed with serviceIt was on Friday, September 11, that the new service technician arrived at the home and reported his diagnosis to FNHWThe following business day; Monday, September 14, 2015, the technician provided FNHW with the job bid for the replacement of the A/C condensing unit and A/C evaporative coilAt the time this information was received, a representative from our Authorization Department spoke to a gentleman who was identified as Mr*** at one of the telephone numbers on file, in regard to the non-covered charges associated with the claim and he agreed to those charges
We understand that you contend the modifications specified should be covered under the ContractPlease review your contract terms specifically in regard to modifications located under the Limits of Liability #provision which reads: "FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract
Final Consumer Response /* (4200, 18, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** was forced to agree verbally to those charges because he was told by the FNHW Rep that unless he agreed, the AC would NOT be scheduled for repairIt had already been over month in 100+ degree weather without AC while FNHW continued to delay repairs in order to find a way out of paying for the repairThe burden of proof of coverage was placed on us from day one by FNHW which we provided within days of them originally denying the full claimThey continued to delay repair which was very costly to us as it caused delays in renovation, lost rent, attorney fees, etc
We received a copy of the policy mailed to us last week (October 8th)The contract states Liability #provision which reads: "FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract
FNHW may consider this claim to be correctly processed under the terms and conditions of the Contract, but we do notThat clause is very open ended and allows FNHW to disqualify necessary repairs in order to get the AC system running
Our stance on this is how can FNHW claim to cover the repair for an AC, but then expect the policy holder to pay for necessary other costs associated with the repair of the systemThis is unfair and unreasonableNot only were we out of pocket $to the AC Contractor who told us this was all we had to pay, we received a *** from FNHW for $just this week asking for moreWe feel that we should only be responsible for the $service fee and be refunded the $for repairs necessary to have the AC running as it was prior to the claim
Initial Business Response /* (1000, 5, 2015/09/17) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers
Our records
show a representative from our vendors relations department left a message for you on September 16, He called to confirm that the air condition was now working as the most recent technician has advised FNHW that he added refrigerant, tested the system and found it was working well
As a gesture of customer service, FNHW *** reimburse the $for the cooling unit you obtainedPlease submit your receipt to FNHW at XXX-XXX-XXXX via fax or email to ***@fnf.com
We hope that the true value of this home warranty coverage *** continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you
Complaint: ***I am rejecting this response because: I did not receive any letter from FNHW and it is not mentioned in this email as well what did FNHW decided in the responseOn other hand, I got call from one of the representative on 04/and she was threatening me that FNHW is not going to help you in any way because you brought it on yourself by asking San Jose city inspector to come and inspect the panelShe repeated same thing that we are neither going to test the panel nor going to replace it.
So I am not really sure what FNHW has responded
Sincerely,*** ***
Initial Business Response /* (1000, 9, 2015/08/19) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that the technician found service needs at your home that were not covered by FNHWThe technician reported
the two air conditioning units required maintenanceThey also found on condensate drain for the unit in the attic has no trap installed, there are no registers installed in areas of the second floor, and the supply duct trunk to the second floor is not insulated
Maintenance, as well as missing parts are not covered by FNHW as per the Limits of Liability #section of the Contract: "FNHW *** not perform routine maintenance or cleaning." In addition, this section of the Contract states that; "FNHW is not responsible for repairs or replacement due to disassembled or missing parts."
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersWe hope that the value of this home warranty coverage *** be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 6, 2016/03/01) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
On the day you submitted your claim, the
Company offered an option wherein you were allowed to go outside of the Company's service network and contract with a plumber of your own choosing due to the circumstances involvedUnder that option, the Company offered to pay the costs incurred by you for covered servicesHowever, you declined the Company's offerInstead, you shut off the water main to the house and the Company promptly set up service and had a service technician repair the issue with your evaporative cooler
It is the Company's understanding that you are now requesting reimbursement for secondary damagesWith regard to secondary damages, please refer to Limits of Liability contained in your home warrantyLimits of Liability states as follows that:
FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system or appliance 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 difficultiesFNHW is not responsible for food spoilage, loss of income, utility bills, living expenses, personal and/or property damage
Accordingly, your claim for reimbursement of secondary damages is deniedShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 8, 2015/06/09) */
Please accept my apologies for the manner in which you felt your claim was handled by our Company
The Plumber found that the leak in the bathroom was from the shower panAs stated in the Plumbing System and Stoppages section in your Contract
FNHW shower enclosures and base pans are not covered:
"Not Covered: Stoppages and/or collapse of water, drain, or gas lines caused by roots - fixtures - bathtubs - sinks - shower enclosures and base pans - caulking and grouting - filters - sewage ejector pumps - toilet seats and lids - septic tanks - water softeners - flow restrictions in fresh water lines - access to drain or sewer lines from vent - saunas - steam rooms - bidets - whirlpool bathtub jet plumbing - indoor/outdoor sprinkler systems - booster pumps - conditions of electrolysis."
The shower base pan leak was denied and our records show a letter of denial was sent on or about April 1, Prior to the letter being sent, the records show that FNHW offered to send another plumber as a second opinion or review your own plumber's second opinion should you provide that to FNHWYou advised FNHW that you would have another plumber out and send their diagnosis for our review, however as of this date, FNHW has not received another diagnosis by a plumberOur records show that the
You reported to FNHW that the air conditioning unit was leakingThe first technician out to the home reported that the he found that the drain lines did not have the proper slope and there was no secondary drain pan presentThe slope of the line was not allowing proper drainageFNHW sent a second opinion to further diagnosis the problem as you advised you had a different company out to inspect the unit that said there was nothing improper in regard to the drain lines
FNHW's second opinion technician advised that he found the cause of the leak at the air conditioning unit to be that the main drain line was disconnected from the evaporative coilHe cleaned the line and reconnected it to the coilThis technician confirmed that both air conditioning units in the home did not have a secondary drain pan in place
Per FNHW Limits of Liability #"FNHW's liability is limited to failures due to wear and tear during the term of the contract." The secondary drain pans are missingFNHW does not cover to install parts or components of systems that are missing as stated in the letter of denial that FNHW sent you, per Limits of Liability #5: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts." Additionally please note that the Limits of Liability #of the Contract advises: "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."
Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customersEach claim is processed under the terms and conditions of the warranty and accepted or denied on that basisIt is our hope that this helps you in understanding the Contract's termsOur records show that FNHW was able to assist you in your Contract term with repairs to both the pool heater and the filter
Complaint* ***I am rejecting this response because:
The only thing the company said in their response was sorry and to refer to a letter from the company dated April I have not received any correspondence from the company, therefore I cannot refer to a note dated April It would be helpful if they could upload said correspondence for my review as I have no idea what this letter says nor have I received any said letter They did call me right after filing the complaint and said they would send a Visa gift card that we would receive in 7-days and today is day and we have not received the gift card either, so as of today, I am not currently satisfied
Sincerely,*** ***