Initial Business Response /* (1000, 5, 2015/09/14) */
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 the independent service technician was out to the home on or around August 28, It was this technician's professional opinion that the ductwork had no mechanical failures; however, he found an uneven air flow having to do with the design of the ductsAs stated in the Limits of Liability #of the Contract; "FNHW is not responsible for repairs or replacements due to design deficiency."
As explained by the FNHW authorization department assistant manager, the ductwork is functioning the same as it was on the date the contract coverage began, approximately one month priorAs stated in Terms of Coverage #of the Contract, "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
We hope that the true value of this home warranty coverage *** 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/08/06) */
Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customersAll claims are accepted or denied based upon the terms and conditions of the contractOur records show the information you
provided to FNHW was for the failure of a "damper system incorporated with the air conditioner." FNHW determined that the system is not a covered item under your contract and you were advised of the contract's Limits of Liability #which states: "FNHW is not responsible for electronic, computerized, or remote energy management systems including, but not limited to, zone controlled systems, lighting, energy, security, pool/spa, entertainment/media/audio, or appliancesSolar systems and components are not covered."
According to our records, on July 26, 2015, you explained to our service representative that the dampers were a part of the whole house fan; he discussed coverage with you and advised you to submit a copy of your paid invoice showing the details of the services completed so that we may assist with determining possible coverageFor further review of this matter, you may submit a copy of your paid invoice to our Authorizations Department at ***@fnf.com or via fax to XXX-XXX-XXXXOnce FNHW has reviewed the invoice a representative *** contact you
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 us
Initial Business Response /* (1000, 5, 2015/07/01) */
We are certainly sorry to hear about this customers concernsA review of their file confirms that they contacted us about a water leak under their stairs on the morning of June 26thThe claim was dispatched to a local, licensed, independent
technician from Topp Quality Sewer & DrainA review of the GA Secretary of State website's professional licensing registration shows that they remain actively licensed for plumbing under license #JPXXXXXX
The technician visited the property that same day and reported to our office that night that the fire sprinkler / fire suppression system was leaking at a fittingWe called the homeowner on the morning of the 27th and explained that the sprinkler line was not covered by the policyThe homeowner was insistent that this was not the problem so we called back to the tech to verify their findingsWe also explained that per the contract the homeowner was welcome to bring in a 2nd plumber to diagnose the problem
We received the estimate from her technician on 6/and it was simply for $It did not have any cost breakdowns (materials / hourly rate) nor was it clear as to the problemWe talked with the homeowner and agreed to send out another opinionOn 6/the claim was assigned to Clog Free Plumbing who carry license #MPRXXXXXX with the secretary of stateClog Free called in on the afternoon of the 29th and (not knowing the first report) explained that the fitting on the fire suppression line has failedThe plumber suggested that this may be covered by the homeowners insurance policy
We called the homeowner and again advised her that the fire suppression system was not coveredThe homeowner remained quite upset and sent us an invoice from Reliable PlumbingThat third invoice also shows that there is a leak at the polybutylene and pvc connection to the sprinkler systemWe again explained that the plumbing section specifically list, "landscaping and/or fire suppression systems" as "Not Covered" by the warranty policy
While we appreciate the homeowners frustration, the state licensed technician's continue to report the same findings at her propertyThis claim remains denied as the failure is specifically excluded from the warranty coverage
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not just support my fire system the pipe support the fire & my plumbing in the homeIt splits off to support both, the issues was not coming from the fire system it was the line going into the houseIf it was only the fire system I could understand that but when a pipe comes into the house and splits off to support both how can you say it covers my plumbing and then not cover it because it's tied to the other system?
Final Business Response /* (4000, 9, 2015/07/07) */
While we appreciate the homeowner's argument; our authorizations team makes their decisions based on the reports from the appropriately licensed techniciansThe reports from those technician's differ from the homeowners explanation which is why we cannot change our findings
Final Consumer Response /* (4200, 11, 2015/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have asked for a written response as to why it was declined I have still not received as requested
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 April 6th,
Should you have any
additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/11/13) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company and for any inconveniences that you and your family have experienced during this claim processFNHW 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 basisOur records show FNHW has authorized repair of one of your forced air furnace units and evaporator coil under these terms and conditions of your warranty ContractThe service company that *** be performing the repairs *** be in contact with you
It is our hope that the value of this home warranty coverage *** continue to be beneficial as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX XXX-XXXXWe value your business and look forward to a continued service relationship with you
Initial Business Response /* (1000, 5, 2015/06/08) */
The records show that there was a leak at the faucet in the kitchen November of when you first called for serviceIt was the plumber's professional opinion that leak from the body of the kitchen faucet and the tub spout was due to the high
water pressure of psi at the home at the time of serviceSubsequently, the Claim was denied based on the terms and conditions of the ContractThe FNHW authorizer notes in the claim file that he advised you the secondary damage due to the leak was not covered
FNHW was not contacted by you until March 19, 2015, over four months later when you advised that there was a "different leak" and that you needed serviceUpon service the technician found that the same kitchen faucet has continued to leak and consequently water damage has occurred in the kitchen
While the dispatched plumber was on site, March 24, at 1:pm you spoke to our representative in the Authorization department and advised that there is a water pressure regulator; therefore, the first technician misdiagnosed the failure when out in November
The plumbing advised the was a new pressure regulator installed at the home, which believed to have been installed within to days prior to his arrival, and he found the water pressure was psi at the time of serviceHe fixed the p-trap seal for a leak under the sink at the master bathroom sink drain pipe, the tub diverter valve, and he advised that the kitchen faucet was leaking from a hole at the spoutFNHW applied coverage accordinglyBased on the findings that there was a hole in the faucet cash in lieu for the faucet replacement was offered at $
While we appreciate the water damage was found in the kitchen, the FNHW Contract is not responsible for the repairs of this damage as supported in Contract's Limits of Liability #6:
"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."
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
I understand that Fidelity doesn't repair secondary damagesBut I feel if my faucet was fixed the first time in November I wouldn't have any secondary damages to my kitchen because of a misdiagnosisAnd all I want is for my kitchen to be back in working order
Initial Business Response /* (1000, 8, 2015/09/24) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) 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 Contract and accepted or denied on that basisOur records show that on August 10, 2015, you placed a claim for service of your pool filterFNHW dispatched a technician who serviced your home on August 12, On August 13, he informed FNHW there was calcium build up on the crack at the filter tank and in his professional opinion the failure had not occurred within the days the Contract had been in effectSubsequently the claim was denied based on the Contract's Terms of Coverage #which states: "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW." The records show on August 21, you spoke to a representative from our Service Department who provided you with the email address to which you may submit a copy of your pool inspection report for further review of the claimFNHW has not received a copy of the pool inspection report to support that the pool filter was in good working order at the start of the contract term
You may submit your pool inspection report to our Authorizations Department for further reviewOnce FNHW has reviewed the inspection report, our representative *** contact you
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 us
Initial Business Response /* (1000, 5, 2015/06/09) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedTo be frank, there is no excuse for
anyone to be rude to a customerI have forwarded your letter to the Vice President and Manager of our Service DepartmentYou have my assurance that they *** address this with the representatives involved
Please accept my apologies for the frustration you and your family had during this processFNHW operates with the best of intentions and deepest respect for all of our customersAll claims are processed according to the terms and conditions of the ContractOur records show this claim for the air conditioning as the evaporative coil is pluggedA letter of denial is being processed in regard to the claim and *** arrive to your home under separate coverAs a customer service gesture, FNHW *** reimburse the service you paidThe check for the service fee of $*** arrive under separate cover within 10-business days
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
HelloThank you I greatly appreciate the compassion *** have with my sitautionI *** wait for my refund
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 April 26,
Should you have any
additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/09/04) */
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 that the contract term was suspended as the service fee was not collected prior to or at the time of service for the air conditioner pursuant to the Terms of Coverage #3, which advises:
"Service Trade Call Fee (fee): A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each *** require a separate service trade call feeThe 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 appointmentFailure to pay a fee *** result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage *** be reinstated for the remainder of the contract term."
In regard to the pest service, as Bees and Wasps are not listed as covered by the Contract and therefore Bees and Wasps are not covered as stated in the Pest Control section of the Contract:
Pest Control: "Roaches - ants (except Fire, Pharaoh and Carpenter varieties) - Silverfish - Black Widow spiders - earwigs - Brown Recluse spiders - millipedes - mice - crickets - ground beetles - centipedes - pillbugs - sowbugs - Clover Mites
Not Covered: Termites - fungus - wood-boring beetles - rats - any pests not specifically listed above as covered."
We appreciate you taking the time to provide your perspective of the service experience, which in turn, provides FNHW the opportunity to improve the service we provide to our customers
Initial Business Response /* (1000, 5, 2015/07/22) */
This homeowner purchased a home warranty policy from us (#XXXXXXX) with effective dates of 12/20/- 12/19/for Clairmont AveAs they indicate, Fidelity National Home Warranty purchased BPG this past spring, but the warranty policies
that were in effect are unchanged
On June 26th, the homeowner reported that the A/C system was not coolingThe claim was dispatched to Solaris HVAC for investigationSolaris carries license # XXXXXX under the contractors state license board (CSLB) of California
On June 27th, Solaris visited the property and found the condenser fan motor had failed and the capacitor was burned outThe replacement of both parts was approved under the warranty
On Sunday the 29th, the homeowner reported that the unit was not working againWe issued a recall to the technician who saw the recall on Monday and visited the home on TuesdayThe technician reported that the unit was cooling as designed but was undersizedThe system is a ton unit and her home 3,sqftBased on industry standards and the local average temperatures this house would require at least a ton system
Unfortunately, the warranty contract does not cover systems that are determined to be undersized or overloadedAccordingly the claim filed on June 28th was denied and a denial letter issued in accordance with the California Department of Insurance standards
We cannot offer to refund the full fee of the warranty as the policy is already months oldThe warranty contract clearly explains that full refunds are offered only within the first daysA cancellation at this point would be a pro-rata refund minus the service costs (condenser fan motor & capacitor replacement) and less a $administrative feeUnfortunately there would be no value left at that time for reimbursement so I would not recommend the homeowner cancel the policy
The homeowner should have only paid the $trade call fee once on the first visit to the propertyThis amount would not be refunded as repairs were made at that timeIf the homeowner did pay a 2nd trade call fee they can call our office and we *** provide them instructions for receiving a refund of the TCF
We are sorry to hear of this homeowners frustrations but it appears that at all times the contract has been fully adhered to just as it was when the homeowner purchased the policy in December
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Litigant,
I absolutely do not accept Fidelity National Home Warranty's response
#They stated that my trade call was $60, when in fact it was $The tenant paid it and it was taken out of the rentI was also promised by the salesperson who works with my real estate company that she would refund the fee due to the many problems I facedThis too was a lieI have not received any refundVery bad business practices
#2.Upon hiring my own private repair company, it was discovered that Fidelity and Solaris Air had installed the wrong part which further mitigated the problem with the system
#The contract that I initially received when I purchased my warranty through BPG, did not state anywhere in the contract that my AC would not be covered due to size limitationsIt is no where in that contract so Fidelity cannot now change a written legal document to suit it's own purposes
#It appears that at all times Fidelity sought to purposefully deny quality serviceThe company they sent out never stayed over minutes to see if the AC would indeed work properlyOn both occasions as soon as the Solaris AC company left the AC would stop workingA responsible, honest and quality company would have been more thorough and followed through...complete their due diligence
#If indeed the AC was too small then it was unlawful for your service provider to even touch the AC in the first placeBy changing a part they have voided the contract and gone against everything you stated in your response to my complaint
#Some things are irreversible: Solaris and Fidelity were rude and disrespectful to both myself and the tenant
#You have my addressThe least you can do is refund my trade fee
Sincerely,
Mrs***
Initial Business Response /* (1000, 8, 2015/09/29) */
Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersYour concerns are important to our Company; I appreciate the opportunity to respond
Each claim is processed under the terms
and conditions of the warranty contract and accepted or denied on that basisOur records show on August 17, you placed a claim for service of your air conditioning equipmentOn August 20, 2015, FNHW was advised by the technician from Goodman Appliance Repair Incthat the air handler and evaporative coil were severely clogged due to lack of maintenance, the evaporative coil drain pan was rusted through and leaking, and the drain line was cloggedIt is the technician's professional opinion this condition could not have occurred during the days the Contract was in effect and that this would have been known upon operation or visual inspection of the equipment
Subsequently, the claim was denied pursuant to the Contract's Terms of Coverage #section which provides; "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
On August 24, 2015, FNHW received a copy of your home appraisal and on August 25, this appraisal was reviewed by our Authorization DepartmentAt this time it was explained that the appraisal is not an indication that the air conditioning equipment was visually inspected, or operated, and therefore the appraisal does not provide sufficient information to the warranty to show that the air conditioning equipment was in good, safe working order at the start of the Contract term
If a home inspection was performed, you may submit a copy of the full report to our Authorization Department for further reviewOnce FNHW has reviewed all information a representative *** contact you
Should you have any additional questions or concerns do not hesitate to contact usThank you for your business, we look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (3000, 10, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
as I stated in the initial complain, I did not have an initial inspection because in the appraisal that was done, there is a paragraph , on page # , there are recommendation for repairs or improvements,the air conditioner was mention as being central air, but nothing was mention that the a/c is not in good condition and has to be repaired or replaced .I emailed a copy of this report to the NATIONAL HOME WARRANTY COIF the a/c was not in working condition , the report wold mention that, after moving in to the property, days later, the a/c started leaking,SO PLEAS HONER the warranty and provide me with the funds to fix the problem
Final Business Response /* (4000, 12, 2015/10/13) */
FNHW considers this claim to be correctly processed under the terms and conditions of the ContractIn regard to your contention that the property appraisal provides evidence of the systems and appliances of the home being in good, safe working order at the start of the Contract term; during the appraisal process it is noted by the appraiser whether a system or appliance is present in the home for use in determining a value for the propertyAn appraiser, by description, is not a home inspector and therefore does not attempt to operate any systems or appliances that are present in the home in order to determine their functionalityFNHW stands by its decision regarding the denial of your air conditioning claim."
Final Consumer Response /* (4200, 14, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
we moved in on 08-07-15, the air conditioner was in good working condition until weeks later when the problem acquired ( so this is not pre existing condition ) but even if it was pre existing condition , by your labeling , in your answer thru Revdex.com is as stated " pre existing condition is Covered if the problem was unknown to the seller, buyer , agent or home inspection , from this I understand that I AM AS A BAYER , covered under this category ,so please cover the expenses for the air conditioner repairs and reimbursing me the fee for the initial visit of the technician
Initial Business Response /* (1000, 5, 2015/11/09) */
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 customersEach claim is processed under the terms and
conditions of the warranty contract and accepted or denied on that basis
In regard to the claim filed on August 10, for service of your kitchen faucet; our records show the technician from Number One Plumbing & HVAC Incadvised the kitchen faucet handle had broken and that they could not locate the parts necessary to repair the faucetDue to this information, FNHW authorized the replacement of the faucet in accordance with the Limits of Liability #section of the Contract which states; "FNHW *** determine whether a covered item *** be repaired or replaced." Furthermore, specifically in regard to faucet replacements, please reference the Plumbing System/Stoppages section of the Contract under the header "Comprehensive Items" which provides; "Faucets (are) replaced with chrome builder's standard." FNHW subsequently offered cash in lieu of replacement of the kitchen faucetThis offer of cash in lieu of replacement was pursuant to the Contract's Limits of Liability #section which states; "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or applianceThe amount reimbursed or paid as cash in lieu may be less than the retail or actual cost incurred by the contract holder." Our records show you accepted the cash in lieu of replacement and FNHW processed the check on August 10,
In regard to the claim filed on October 19, for your dishwasher; our records indicate the technician from Home Appliances Services 24-advised he found no mechanical failures with the dishwasher, however the unit required maintenance to clear the calcium buiAs stated in Limits of Liability #of the Contract, "FNHW *** not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
We hope that the aforementioned assist you in understanding the coverageShould you have any additional questions or concerns do not hesitate to contact usPlease be advised that as an accommodation, FNHW is reimbursing the $service fee you paid for the dishwasher claimThe refund *** appear as a credit on the card used and may take 2-weeks to appear on your statement
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/27) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide
superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home
Our records show a service claim was called in on August 25, and a scheduled service appointment was set up on or around August 26, for the kitchen refrigerator and oven appliancesDue to scheduling conflicts between you and the service technician, a follappointment for the oven diagnosis was not possibleFNHW offered the option of using an outside independent technician under the Terms of Coverage #of the Contract, "Should FNHW grant the contract holder authorization to contact a contractor directly to perform a covered service, FNHW *** reimburse the contract holder only if the contractor is qualified, licensed, insured, and provides fair and reasonable rates on parts and laborOnce the contractor arrives at the property and prior to the contractor performing any repairs for which the contract holder may seek reimbursement, the contract holder must contact FNHW by calling X-XXX-XXX-XXXX to confirm that service work is covered under the contract." However, this offer was declined and a transfer service appointment with FNHW independent service contractor was scheduled for diagnosisOnce the replacement parts arrive, FNHW can proceed with the covered repairs for the auxiliary refrigerator and oven appliance units under the terms and conditions of the Contract
As a gesture of customer service FNHW has waived service feeWe 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
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is terribly inaccurateThe dates are wrong, as well as the timelineI do NOT accept and I want to be compensated for the of the food that has gone to waste, as well as eating out or ordering in for the last nearly months
We have had multiple conversations with not only Fidelity but with the vendorNeither the Fridge nor the oven work, and we have not heard from anyone in nearly weeks
The last call I got was from the vendor Fidelity used, that was days ago saying it took them awhile to reach Fidelity to approve what they needed
I have NO fridge nor NO ovenand I am unable to cook for a family of
The first company they called, Major Home Appliance was utterly awful, and took nearly calls for any response, and while the new company has been a pleasure to work with, I still have ZERO resolve and worsethere is no plan
We do NOT accept response...Nor have we received any credit or fees backOr mention of all of the food that spoiled in the refrigerator
SM
Final Business Response /* (4000, 9, 2015/11/18) */
Upon review of your complaint FNHW understands that you are dissatisfied with the service fee for your service work orderOur records show the service fee payment was received by check to the service technician at time of service and a refund is being issued 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 basisAs stated in the Additional Refrigerator Option section of the Contract, "food spoilage" is not coveredFNHW has been advised by the independent service technician that all needed repairs have been completed
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur 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
Final Consumer Response /* (4200, 11, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is simply not truewe have paid every single time
The fridge is leaking, and the tech showed up unannounced
PLEASE address the issuethe issue is spoiled food and meat to the tune of $500-
Your tech showed up after the company canceled the appt and said he did not get notified from his companyThe company said NO TECHS in the area that day
He tried to fix and said he needed another part
Still not fixed
How *** we be compensated?
***
Initial Business Response /* (1000, 5, 2015/12/10) */
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 customersEach claim is processed under the terms and
conditions of the Home Warranty contract
We understand that you contend that there should be no charge for placing a claim for service with the Home WarrantyPlease be advised a $service fee is due for new service requestsFor verification of this information, you may refer to the Terms of Coverage #section of your Home Warranty which states: "Service Trade Call Fee (fee): A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each *** require a separate service trade call feeThe 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 appointmentFailure to pay a fee *** result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage *** be reinstated for the remainder of the contract termNote: Service Trade Call Fee for Structural Endorsement Option is $per structural service callAll conditions and terms apply."
It is our 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 please do not hesitate to contact us
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All this business did was write a part of the contractI have never signed the contractThe seller signed itBUT WHAT I AM SAYING IS THAT THIS CONTRACT AND ALL THE DETAILS THAT THE BUSINESS IS EXPLAINING OVER AND OVER AGAIN is not FAIR
I was writing to Revdex.com not only for me but for millions of other costumers who pay $for nothingI am saying that they need to change their contracts
The costumer has to pay #deductible only if the services rendered
That is all
I hope Revdex.com by reading all this correspondence *** interact more than just exchanging the letters
The letter they sent to Revdex.com as a response is exactly what they told me over the phone and THAT is not acceptable
Thanks
Final Business Response /* (4000, 9, 2015/12/21) */
The Company understands that you are asking for it to evaluate and change the Home Warranty in the futureThe Home Warranty product which was ordered by an agent representing you during the purchase of your home clearly states: "Service Trade Call Fee (fee): A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each *** require a separate service trade call feeThe 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."
Thank you for your business, should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/08/28) */
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
We understand that you are seeking
reimbursement for the air conditioning repairs you had doneOur records show that on August 25th, 2015, you were contacted by a Customer Relations representative and provided with the fax number to which you may send your air conditioning service invoice for review and reimbursementThen on August 28, 2015, you were provided with our mailing address which you may use to mail your documents
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 us
Complaint:***I am rejecting this response because:
I called FHW on Friday 8/18/regarding the dishwasher which was picked up on 8/15/by *** *** for "exploratory" repair at their shop based on FHW When speaking to the authorizations department*** she claimed that the drain pump was ordered and would be installed by *** *** by EOD Friday I followed up with *** *** on 8/21/regarding the service request and they claimed that they were waiting on authorization from FHW I then proceeded to call FHW at 3:00PM PST to only be on hold for minutes to find out that they just provided authorization based on my call The representative stated that vendor relationship department is working with*** *** to attempt to repair the dishwasher, but appears that this is a last ditch effort and I am close to a replacement unit At this time, I have been without a dishwasher, have taken numerous days off from work and am frustrated with FHW I question the cost-effective approach of the business model as this most likely cost them more than a replacement unit with the numerous in-home visits and now the dishwasher in a repair shop Also, the response to my complaint was lacking in facts or how they are remedying the situation
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
Again, please refer to the Company’s letter dated July 17,
Should you have any additional
questions or concerns do not hesitate to contact us
Complaint: ***
I am rejecting this response because:Fidelity Home Warranty contacted me yesterday by phone. They don't want to cover the entire cost I incurred to repair the issue they were supposed to cover.Of the $I spent, they only want to refund $1022. The representative said the electrician replaced items that were not necessarily broken. The electrician believed one of the item replaced could have been the cause of the breaker failure (improper wiring, which was found in several outlets and switches). It was impossible for him to pinpoint the exact cause. Replacing all plugs and switches was also more economical than trying to troubleshoot the exact cause.The electrician sent by Fidelity Home Warranty wanted to replace the entire electrical panel, including breakers that were not broken (total cost would have been $to $7000). It's clearly common practice to replace parts not necessarily broken to fix electrical issues.I'm not happy with a partial refund. I strongly believe Fidelity Home Warranty should cover the entire expenses I sustained to repair an issue they should have covered to begin with.I spent several hours dealing with this issue because of Fidelity Home Warranty mistakes. They can take responsibility for their own mistakes. It's not like my electrician performed work unrelated to the original problem
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/14) */
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 the independent service technician was out to the home on or around August 28, It was this technician's professional opinion that the ductwork had no mechanical failures; however, he found an uneven air flow having to do with the design of the ductsAs stated in the Limits of Liability #of the Contract; "FNHW is not responsible for repairs or replacements due to design deficiency."
As explained by the FNHW authorization department assistant manager, the ductwork is functioning the same as it was on the date the contract coverage began, approximately one month priorAs stated in Terms of Coverage #of the Contract, "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
We hope that the true value of this home warranty coverage *** 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/08/06) */
Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customersAll claims are accepted or denied based upon the terms and conditions of the contractOur records show the information you
provided to FNHW was for the failure of a "damper system incorporated with the air conditioner." FNHW determined that the system is not a covered item under your contract and you were advised of the contract's Limits of Liability #which states: "FNHW is not responsible for electronic, computerized, or remote energy management systems including, but not limited to, zone controlled systems, lighting, energy, security, pool/spa, entertainment/media/audio, or appliancesSolar systems and components are not covered."
According to our records, on July 26, 2015, you explained to our service representative that the dampers were a part of the whole house fan; he discussed coverage with you and advised you to submit a copy of your paid invoice showing the details of the services completed so that we may assist with determining possible coverageFor further review of this matter, you may submit a copy of your paid invoice to our Authorizations Department at ***@fnf.com or via fax to XXX-XXX-XXXXOnce FNHW has reviewed the invoice a representative *** contact you
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 us
Initial Business Response /* (1000, 5, 2015/07/01) */
We are certainly sorry to hear about this customers concernsA review of their file confirms that they contacted us about a water leak under their stairs on the morning of June 26thThe claim was dispatched to a local, licensed, independent
technician from Topp Quality Sewer & DrainA review of the GA Secretary of State website's professional licensing registration shows that they remain actively licensed for plumbing under license #JPXXXXXX
The technician visited the property that same day and reported to our office that night that the fire sprinkler / fire suppression system was leaking at a fittingWe called the homeowner on the morning of the 27th and explained that the sprinkler line was not covered by the policyThe homeowner was insistent that this was not the problem so we called back to the tech to verify their findingsWe also explained that per the contract the homeowner was welcome to bring in a 2nd plumber to diagnose the problem
We received the estimate from her technician on 6/and it was simply for $It did not have any cost breakdowns (materials / hourly rate) nor was it clear as to the problemWe talked with the homeowner and agreed to send out another opinionOn 6/the claim was assigned to Clog Free Plumbing who carry license #MPRXXXXXX with the secretary of stateClog Free called in on the afternoon of the 29th and (not knowing the first report) explained that the fitting on the fire suppression line has failedThe plumber suggested that this may be covered by the homeowners insurance policy
We called the homeowner and again advised her that the fire suppression system was not coveredThe homeowner remained quite upset and sent us an invoice from Reliable PlumbingThat third invoice also shows that there is a leak at the polybutylene and pvc connection to the sprinkler systemWe again explained that the plumbing section specifically list, "landscaping and/or fire suppression systems" as "Not Covered" by the warranty policy
While we appreciate the homeowners frustration, the state licensed technician's continue to report the same findings at her propertyThis claim remains denied as the failure is specifically excluded from the warranty coverage
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not just support my fire system the pipe support the fire & my plumbing in the homeIt splits off to support both, the issues was not coming from the fire system it was the line going into the houseIf it was only the fire system I could understand that but when a pipe comes into the house and splits off to support both how can you say it covers my plumbing and then not cover it because it's tied to the other system?
Final Business Response /* (4000, 9, 2015/07/07) */
While we appreciate the homeowner's argument; our authorizations team makes their decisions based on the reports from the appropriately licensed techniciansThe reports from those technician's differ from the homeowners explanation which is why we cannot change our findings
Final Consumer Response /* (4200, 11, 2015/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have asked for a written response as to why it was declined I have still not received as requested
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 April 6th,
Should you have any
additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/11/13) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company and for any inconveniences that you and your family have experienced during this claim processFNHW 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 basisOur records show FNHW has authorized repair of one of your forced air furnace units and evaporator coil under these terms and conditions of your warranty ContractThe service company that *** be performing the repairs *** be in contact with you
It is our hope that the value of this home warranty coverage *** continue to be beneficial as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX XXX-XXXXWe value your business and look forward to a continued service relationship with you
Initial Business Response /* (1000, 5, 2015/06/08) */
The records show that there was a leak at the faucet in the kitchen November of when you first called for serviceIt was the plumber's professional opinion that leak from the body of the kitchen faucet and the tub spout was due to the high
water pressure of psi at the home at the time of serviceSubsequently, the Claim was denied based on the terms and conditions of the ContractThe FNHW authorizer notes in the claim file that he advised you the secondary damage due to the leak was not covered
FNHW was not contacted by you until March 19, 2015, over four months later when you advised that there was a "different leak" and that you needed serviceUpon service the technician found that the same kitchen faucet has continued to leak and consequently water damage has occurred in the kitchen
While the dispatched plumber was on site, March 24, at 1:pm you spoke to our representative in the Authorization department and advised that there is a water pressure regulator; therefore, the first technician misdiagnosed the failure when out in November
The plumbing advised the was a new pressure regulator installed at the home, which believed to have been installed within to days prior to his arrival, and he found the water pressure was psi at the time of serviceHe fixed the p-trap seal for a leak under the sink at the master bathroom sink drain pipe, the tub diverter valve, and he advised that the kitchen faucet was leaking from a hole at the spoutFNHW applied coverage accordinglyBased on the findings that there was a hole in the faucet cash in lieu for the faucet replacement was offered at $
While we appreciate the water damage was found in the kitchen, the FNHW Contract is not responsible for the repairs of this damage as supported in Contract's Limits of Liability #6:
"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."
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
I understand that Fidelity doesn't repair secondary damagesBut I feel if my faucet was fixed the first time in November I wouldn't have any secondary damages to my kitchen because of a misdiagnosisAnd all I want is for my kitchen to be back in working order
Initial Business Response /* (1000, 8, 2015/09/24) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) 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 Contract and accepted or denied on that basisOur records show that on August 10, 2015, you placed a claim for service of your pool filterFNHW dispatched a technician who serviced your home on August 12, On August 13, he informed FNHW there was calcium build up on the crack at the filter tank and in his professional opinion the failure had not occurred within the days the Contract had been in effectSubsequently the claim was denied based on the Contract's Terms of Coverage #which states: "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW." The records show on August 21, you spoke to a representative from our Service Department who provided you with the email address to which you may submit a copy of your pool inspection report for further review of the claimFNHW has not received a copy of the pool inspection report to support that the pool filter was in good working order at the start of the contract term
You may submit your pool inspection report to our Authorizations Department for further reviewOnce FNHW has reviewed the inspection report, our representative *** contact you
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 us
Initial Business Response /* (1000, 5, 2015/06/09) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedTo be frank, there is no excuse for
anyone to be rude to a customerI have forwarded your letter to the Vice President and Manager of our Service DepartmentYou have my assurance that they *** address this with the representatives involved
Please accept my apologies for the frustration you and your family had during this processFNHW operates with the best of intentions and deepest respect for all of our customersAll claims are processed according to the terms and conditions of the ContractOur records show this claim for the air conditioning as the evaporative coil is pluggedA letter of denial is being processed in regard to the claim and *** arrive to your home under separate coverAs a customer service gesture, FNHW *** reimburse the service you paidThe check for the service fee of $*** arrive under separate cover within 10-business days
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
HelloThank you I greatly appreciate the compassion *** have with my sitautionI *** wait for my refund
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 April 26,
Should you have any
additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/09/04) */
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 that the contract term was suspended as the service fee was not collected prior to or at the time of service for the air conditioner pursuant to the Terms of Coverage #3, which advises:
"Service Trade Call Fee (fee): A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each *** require a separate service trade call feeThe 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 appointmentFailure to pay a fee *** result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage *** be reinstated for the remainder of the contract term."
In regard to the pest service, as Bees and Wasps are not listed as covered by the Contract and therefore Bees and Wasps are not covered as stated in the Pest Control section of the Contract:
Pest Control: "Roaches - ants (except Fire, Pharaoh and Carpenter varieties) - Silverfish - Black Widow spiders - earwigs - Brown Recluse spiders - millipedes - mice - crickets - ground beetles - centipedes - pillbugs - sowbugs - Clover Mites
Not Covered: Termites - fungus - wood-boring beetles - rats - any pests not specifically listed above as covered."
We appreciate you taking the time to provide your perspective of the service experience, which in turn, provides FNHW the opportunity to improve the service we provide to our customers
Initial Business Response /* (1000, 5, 2015/07/22) */
This homeowner purchased a home warranty policy from us (#XXXXXXX) with effective dates of 12/20/- 12/19/for Clairmont AveAs they indicate, Fidelity National Home Warranty purchased BPG this past spring, but the warranty policies
that were in effect are unchanged
On June 26th, the homeowner reported that the A/C system was not coolingThe claim was dispatched to Solaris HVAC for investigationSolaris carries license # XXXXXX under the contractors state license board (CSLB) of California
On June 27th, Solaris visited the property and found the condenser fan motor had failed and the capacitor was burned outThe replacement of both parts was approved under the warranty
On Sunday the 29th, the homeowner reported that the unit was not working againWe issued a recall to the technician who saw the recall on Monday and visited the home on TuesdayThe technician reported that the unit was cooling as designed but was undersizedThe system is a ton unit and her home 3,sqftBased on industry standards and the local average temperatures this house would require at least a ton system
Unfortunately, the warranty contract does not cover systems that are determined to be undersized or overloadedAccordingly the claim filed on June 28th was denied and a denial letter issued in accordance with the California Department of Insurance standards
We cannot offer to refund the full fee of the warranty as the policy is already months oldThe warranty contract clearly explains that full refunds are offered only within the first daysA cancellation at this point would be a pro-rata refund minus the service costs (condenser fan motor & capacitor replacement) and less a $administrative feeUnfortunately there would be no value left at that time for reimbursement so I would not recommend the homeowner cancel the policy
The homeowner should have only paid the $trade call fee once on the first visit to the propertyThis amount would not be refunded as repairs were made at that timeIf the homeowner did pay a 2nd trade call fee they can call our office and we *** provide them instructions for receiving a refund of the TCF
We are sorry to hear of this homeowners frustrations but it appears that at all times the contract has been fully adhered to just as it was when the homeowner purchased the policy in December
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Litigant,
I absolutely do not accept Fidelity National Home Warranty's response
#They stated that my trade call was $60, when in fact it was $The tenant paid it and it was taken out of the rentI was also promised by the salesperson who works with my real estate company that she would refund the fee due to the many problems I facedThis too was a lieI have not received any refundVery bad business practices
#2.Upon hiring my own private repair company, it was discovered that Fidelity and Solaris Air had installed the wrong part which further mitigated the problem with the system
#The contract that I initially received when I purchased my warranty through BPG, did not state anywhere in the contract that my AC would not be covered due to size limitationsIt is no where in that contract so Fidelity cannot now change a written legal document to suit it's own purposes
#It appears that at all times Fidelity sought to purposefully deny quality serviceThe company they sent out never stayed over minutes to see if the AC would indeed work properlyOn both occasions as soon as the Solaris AC company left the AC would stop workingA responsible, honest and quality company would have been more thorough and followed through...complete their due diligence
#If indeed the AC was too small then it was unlawful for your service provider to even touch the AC in the first placeBy changing a part they have voided the contract and gone against everything you stated in your response to my complaint
#Some things are irreversible: Solaris and Fidelity were rude and disrespectful to both myself and the tenant
#You have my addressThe least you can do is refund my trade fee
Sincerely,
Mrs***
Initial Business Response /* (1000, 8, 2015/09/29) */
Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersYour concerns are important to our Company; I appreciate the opportunity to respond
Each claim is processed under the terms
and conditions of the warranty contract and accepted or denied on that basisOur records show on August 17, you placed a claim for service of your air conditioning equipmentOn August 20, 2015, FNHW was advised by the technician from Goodman Appliance Repair Incthat the air handler and evaporative coil were severely clogged due to lack of maintenance, the evaporative coil drain pan was rusted through and leaking, and the drain line was cloggedIt is the technician's professional opinion this condition could not have occurred during the days the Contract was in effect and that this would have been known upon operation or visual inspection of the equipment
Subsequently, the claim was denied pursuant to the Contract's Terms of Coverage #section which provides; "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
On August 24, 2015, FNHW received a copy of your home appraisal and on August 25, this appraisal was reviewed by our Authorization DepartmentAt this time it was explained that the appraisal is not an indication that the air conditioning equipment was visually inspected, or operated, and therefore the appraisal does not provide sufficient information to the warranty to show that the air conditioning equipment was in good, safe working order at the start of the Contract term
If a home inspection was performed, you may submit a copy of the full report to our Authorization Department for further reviewOnce FNHW has reviewed all information a representative *** contact you
Should you have any additional questions or concerns do not hesitate to contact usThank you for your business, we look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (3000, 10, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
as I stated in the initial complain, I did not have an initial inspection because in the appraisal that was done, there is a paragraph , on page # , there are recommendation for repairs or improvements,the air conditioner was mention as being central air, but nothing was mention that the a/c is not in good condition and has to be repaired or replaced .I emailed a copy of this report to the NATIONAL HOME WARRANTY COIF the a/c was not in working condition , the report wold mention that, after moving in to the property, days later, the a/c started leaking,SO PLEAS HONER the warranty and provide me with the funds to fix the problem
Final Business Response /* (4000, 12, 2015/10/13) */
FNHW considers this claim to be correctly processed under the terms and conditions of the ContractIn regard to your contention that the property appraisal provides evidence of the systems and appliances of the home being in good, safe working order at the start of the Contract term; during the appraisal process it is noted by the appraiser whether a system or appliance is present in the home for use in determining a value for the propertyAn appraiser, by description, is not a home inspector and therefore does not attempt to operate any systems or appliances that are present in the home in order to determine their functionalityFNHW stands by its decision regarding the denial of your air conditioning claim."
Final Consumer Response /* (4200, 14, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
we moved in on 08-07-15, the air conditioner was in good working condition until weeks later when the problem acquired ( so this is not pre existing condition ) but even if it was pre existing condition , by your labeling , in your answer thru Revdex.com is as stated " pre existing condition is Covered if the problem was unknown to the seller, buyer , agent or home inspection , from this I understand that I AM AS A BAYER , covered under this category ,so please cover the expenses for the air conditioner repairs and reimbursing me the fee for the initial visit of the technician
Initial Business Response /* (1000, 5, 2015/11/09) */
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 customersEach claim is processed under the terms and
conditions of the warranty contract and accepted or denied on that basis
In regard to the claim filed on August 10, for service of your kitchen faucet; our records show the technician from Number One Plumbing & HVAC Incadvised the kitchen faucet handle had broken and that they could not locate the parts necessary to repair the faucetDue to this information, FNHW authorized the replacement of the faucet in accordance with the Limits of Liability #section of the Contract which states; "FNHW *** determine whether a covered item *** be repaired or replaced." Furthermore, specifically in regard to faucet replacements, please reference the Plumbing System/Stoppages section of the Contract under the header "Comprehensive Items" which provides; "Faucets (are) replaced with chrome builder's standard." FNHW subsequently offered cash in lieu of replacement of the kitchen faucetThis offer of cash in lieu of replacement was pursuant to the Contract's Limits of Liability #section which states; "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or applianceThe amount reimbursed or paid as cash in lieu may be less than the retail or actual cost incurred by the contract holder." Our records show you accepted the cash in lieu of replacement and FNHW processed the check on August 10,
In regard to the claim filed on October 19, for your dishwasher; our records indicate the technician from Home Appliances Services 24-advised he found no mechanical failures with the dishwasher, however the unit required maintenance to clear the calcium buiAs stated in Limits of Liability #of the Contract, "FNHW *** not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
We hope that the aforementioned assist you in understanding the coverageShould you have any additional questions or concerns do not hesitate to contact usPlease be advised that as an accommodation, FNHW is reimbursing the $service fee you paid for the dishwasher claimThe refund *** appear as a credit on the card used and may take 2-weeks to appear on your statement
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/27) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide
superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home
Our records show a service claim was called in on August 25, and a scheduled service appointment was set up on or around August 26, for the kitchen refrigerator and oven appliancesDue to scheduling conflicts between you and the service technician, a follappointment for the oven diagnosis was not possibleFNHW offered the option of using an outside independent technician under the Terms of Coverage #of the Contract, "Should FNHW grant the contract holder authorization to contact a contractor directly to perform a covered service, FNHW *** reimburse the contract holder only if the contractor is qualified, licensed, insured, and provides fair and reasonable rates on parts and laborOnce the contractor arrives at the property and prior to the contractor performing any repairs for which the contract holder may seek reimbursement, the contract holder must contact FNHW by calling X-XXX-XXX-XXXX to confirm that service work is covered under the contract." However, this offer was declined and a transfer service appointment with FNHW independent service contractor was scheduled for diagnosisOnce the replacement parts arrive, FNHW can proceed with the covered repairs for the auxiliary refrigerator and oven appliance units under the terms and conditions of the Contract
As a gesture of customer service FNHW has waived service feeWe 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
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is terribly inaccurateThe dates are wrong, as well as the timelineI do NOT accept and I want to be compensated for the of the food that has gone to waste, as well as eating out or ordering in for the last nearly months
We have had multiple conversations with not only Fidelity but with the vendorNeither the Fridge nor the oven work, and we have not heard from anyone in nearly weeks
The last call I got was from the vendor Fidelity used, that was days ago saying it took them awhile to reach Fidelity to approve what they needed
I have NO fridge nor NO ovenand I am unable to cook for a family of
The first company they called, Major Home Appliance was utterly awful, and took nearly calls for any response, and while the new company has been a pleasure to work with, I still have ZERO resolve and worsethere is no plan
We do NOT accept response...Nor have we received any credit or fees backOr mention of all of the food that spoiled in the refrigerator
SM
Final Business Response /* (4000, 9, 2015/11/18) */
Upon review of your complaint FNHW understands that you are dissatisfied with the service fee for your service work orderOur records show the service fee payment was received by check to the service technician at time of service and a refund is being issued 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 basisAs stated in the Additional Refrigerator Option section of the Contract, "food spoilage" is not coveredFNHW has been advised by the independent service technician that all needed repairs have been completed
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur 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
Final Consumer Response /* (4200, 11, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is simply not truewe have paid every single time
The fridge is leaking, and the tech showed up unannounced
PLEASE address the issuethe issue is spoiled food and meat to the tune of $500-
Your tech showed up after the company canceled the appt and said he did not get notified from his companyThe company said NO TECHS in the area that day
He tried to fix and said he needed another part
Still not fixed
How *** we be compensated?
***
Initial Business Response /* (1000, 5, 2015/12/10) */
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 customersEach claim is processed under the terms and
conditions of the Home Warranty contract
We understand that you contend that there should be no charge for placing a claim for service with the Home WarrantyPlease be advised a $service fee is due for new service requestsFor verification of this information, you may refer to the Terms of Coverage #section of your Home Warranty which states: "Service Trade Call Fee (fee): A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each *** require a separate service trade call feeThe 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 appointmentFailure to pay a fee *** result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage *** be reinstated for the remainder of the contract termNote: Service Trade Call Fee for Structural Endorsement Option is $per structural service callAll conditions and terms apply."
It is our 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 please do not hesitate to contact us
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All this business did was write a part of the contractI have never signed the contractThe seller signed itBUT WHAT I AM SAYING IS THAT THIS CONTRACT AND ALL THE DETAILS THAT THE BUSINESS IS EXPLAINING OVER AND OVER AGAIN is not FAIR
I was writing to Revdex.com not only for me but for millions of other costumers who pay $for nothingI am saying that they need to change their contracts
The costumer has to pay #deductible only if the services rendered
That is all
I hope Revdex.com by reading all this correspondence *** interact more than just exchanging the letters
The letter they sent to Revdex.com as a response is exactly what they told me over the phone and THAT is not acceptable
Thanks
Final Business Response /* (4000, 9, 2015/12/21) */
The Company understands that you are asking for it to evaluate and change the Home Warranty in the futureThe Home Warranty product which was ordered by an agent representing you during the purchase of your home clearly states: "Service Trade Call Fee (fee): A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each *** require a separate service trade call feeThe 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."
Thank you for your business, should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/08/28) */
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
We understand that you are seeking
reimbursement for the air conditioning repairs you had doneOur records show that on August 25th, 2015, you were contacted by a Customer Relations representative and provided with the fax number to which you may send your air conditioning service invoice for review and reimbursementThen on August 28, 2015, you were provided with our mailing address which you may use to mail your documents
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 us
Complaint:***I am rejecting this response because:
I called FHW on Friday 8/18/regarding the dishwasher which was picked up on 8/15/by *** *** for "exploratory" repair at their shop based on FHW When speaking to the authorizations department*** she claimed that the drain pump was ordered and would be installed by *** *** by EOD Friday I followed up with *** *** on 8/21/regarding the service request and they claimed that they were waiting on authorization from FHW I then proceeded to call FHW at 3:00PM PST to only be on hold for minutes to find out that they just provided authorization based on my call The representative stated that vendor relationship department is working with*** *** to attempt to repair the dishwasher, but appears that this is a last ditch effort and I am close to a replacement unit At this time, I have been without a dishwasher, have taken numerous days off from work and am frustrated with FHW I question the cost-effective approach of the business model as this most likely cost them more than a replacement unit with the numerous in-home visits and now the dishwasher in a repair shop Also, the response to my complaint was lacking in facts or how they are remedying the situation
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
Again, please refer to the Company’s letter dated July 17,
Should you have any additional
questions or concerns do not hesitate to contact us
Complaint: ***
I am rejecting this response because:Fidelity Home Warranty contacted me yesterday by phone. They don't want to cover the entire cost I incurred to repair the issue they were supposed to cover.Of the $I spent, they only want to refund $1022. The representative said the electrician replaced items that were not necessarily broken. The electrician believed one of the item replaced could have been the cause of the breaker failure (improper wiring, which was found in several outlets and switches). It was impossible for him to pinpoint the exact cause. Replacing all plugs and switches was also more economical than trying to troubleshoot the exact cause.The electrician sent by Fidelity Home Warranty wanted to replace the entire electrical panel, including breakers that were not broken (total cost would have been $to $7000). It's clearly common practice to replace parts not necessarily broken to fix electrical issues.I'm not happy with a partial refund. I strongly believe Fidelity Home Warranty should cover the entire expenses I sustained to repair an issue they should have covered to begin with.I spent several hours dealing with this issue because of Fidelity Home Warranty mistakes. They can take responsibility for their own mistakes. It's not like my electrician performed work unrelated to the original problem
Sincerely,
*** ***