Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
However, if they do not keep their word and waive the service fee associated with this claim, what do I do? Thank you
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 letter dated September 15, Should you have any additional questions
or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/08/05) */
Please accept my apologies for the delay in reimbursement of the service feeFNHW operates with the best of intentions and deepest respect for all of our customersOur review found the dispatched vendor that serviced this work order did not
submit an invoice for the serviceFNHW was unable to reimburse the service fee as there was no record of the service feeIn order to settle this matter FNHW reimbursed a service fee from a previous service work order for the refrigeratorOur records show that the reimbursement check #XXXXXX processed on July 29, for $has cleared as of August 3, 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 letter dated February 21, Should you have any additional questions or
concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/06/22) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service and clearly from what you describe, that did not happenI was disappointed to hear the level of service you received and have forwarded
your letter to the managers of the representatives that you spoke with
Our records show FNHW has dispatched a second opinion to evaluate the problem you are having with the dishwasherThere is no service fee associated with this second opinion and it is our hope that we can resolve this matter under the terms and conditions of the contract to everyone's satisfaction
Initial Consumer Rebuttal /* (3000, 7, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The new technician has found the issue that couple of parts inside the dishwasher are damaged and that needs to be replacedHe has removed those parts from the dishwasher and it doesn't drain water at all nowThis dishwasher needs to be repaired or replaced ASAP as we are struggling without this now
Final Business Response /* (4000, 13, 2015/08/25) */
Our records show that FNHW was made aware on August 10th that attempts to repair the dishwasher were unsuccessfulAccordingly, FNHW offered you cash in lieu of replacement of your dishwasher which was acceptedFNHW processed this check on August 12th, The check should arrive in 7-business days from the processed date
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
Thank you for your business, we look forward to a continued service relationship with you
Final Consumer Response /* (2000, 15, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/25) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint you filed through the Revdex.comYour concerns are important to me and the Company; I appreciate the opportunity to respondFNHW works to secure the soonest
available appointment times for our customers with the independent service providers in our networkOur records show that after you spoke with our Authorization Manger, the service was sent to another provider and the compressor was installed on 6/22/
Please accept my sincere apologies for any inconveniences in the claim process for the air conditioning systemFNHW is reimbursing the service fee you paid for on the initial visitThis *** be credited back to the credit card used for payment
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not appear that we have received the credit back as promisedCould they tell us what date that was processedThank YouOtherwise this would be acceptable
Initial Business Response /* (1000, 5, 2015/04/22) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.comYour concerns are important to our Company; I appreciate the opportunity to respond
Upon review of your complaint I understand that you
are dissatisfied with the denial decision in regard to several failed plumbing items in your homePlease be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis
Our records show the independent service contractor's plumbing technician reported that the kitchen faucet broken not due to wear and tear; but, by forceThe master bathroom sink's pop up assembly and the bottom of the bathroom faucet were missing, and the upstairs master bathroom toilet disassembledSubsequently, the claim was denied as per the Contract's Terms of Coverage #5:
"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW *** 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."
Our authorization department assistant manager notes the contract on April 16, that ** advised that you may submit a second opinion for our review as per the Contract's Limits 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."
Please be advised FNHW does not reimburse for work done outside of the ContractYou must submit the second opinion prior to having work done for reviewYou may submit via email to ***@fnf.com or fax to XXX-XXX-XXXX
In response to your request for replacement of the faucet, please note that faucets are replaced with "chrome builder's standard" faucets as per the Comprehensive Plus Plan plumbing coverage descriptionIn regard to the repair request for the damage to the ceiling below the leaking toilet, FNHW does not cover for secondary damage as per 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, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are certain disputes and errors in their response of the issues:
With regards to the kitchen faucet, the technician did not bother to closely examine the faucetTo simply draw a conclusion based on a glance is not only unprofessional, but egregious to how this whole affair is being handledThe faucet is very nice and convenientAs stated, the faucet was used in a wayIt would require a tremendous amount of force to break itIf the technician were to take the time to closely examine the faucet, he would have noticed that the break arisen from some defect rather than by some force
The upstairs master bathroom sinks were not properly installed as evidenced by the missing or broken pop up assemblyOtherwise, why would the pop up assembly be missing? The technician mentioned that, but failed to report it to FNHW
The upstairs master bathroom toilet had to be disassembled to prevent further leakage and damage to the floor and wallsPer their Limit of Liability #6, since secondary damages are not covered, removing the toilet was the prudent thing to do to prevent further damage! I did not want the toilet to fall through the floor as it looks as it will, judging by the falling ceiling and rotting wood as seen downstairs directly under the toiletAre they suggesting that I let the toilet fall through the floor? Are they more than willing to pay for the repairs to the toilet, the pipes and the structure as they are all part of the system?
As to the request for replacing the faucet with the same or similar make/features, please note Limits of Liability #3: "FNHW will determine whether a covered item will be repaired or replacedExcept as otherwise noted in this contract, replacements will be of similar features, capacity and efficiency as the item being replacedFNHW is not responsible for matching brand, color and/or dimensions." As I requested before, it doesn't have to be the exact model, but one that is similar in featuresBut this sounds like you are considering replacing the faucet, an indication to the acceptance of my claim
Also, please note that in the body of the Contract, there is a section titled, "IMPROPER INSTALLATIONS, REPAIRS OR MODIFICATIONS," which states "COMPREHENSIVE ITEMS: FNHW will repair or replace a system or appliance that has failed due to improper installation, repair or modificationIf the improper installation, repair or modification violates a code requirement, the $Code Violation applies as stated." This seems to supercede or contradict the Limits of Liability #clause
One last thing: I've notice that there is no mention of the faucet in the downstairs bathroom in the responseThis is an indication that you accept my claim for this faucet to be repaired or replaced, so I expect to be contacted as to when you *** send a technician to make the repair/replacement
As for the other claims, I *** seek a second opinion and notify you shortly
Initial Business Response /* (1000, 5, 2015/08/18) */
FNHW operates with the best of intentions and deepest respect for all of our customersWe additionally keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects
our aspiration as a company
Our records show that you called our Service department in the evening of August 9, to request service for your air conditioning equipmentWe were unable to make contact with any of our service providers that night and offered the option to go outside of our network per the Terms of Coverage #of the ContractThis option was not utilized, and FNHW made contact with a service provider the following morning on August 10, The service provider serviced the system in the evening on August 10, He replaced capacitors on the air conditioner and reported that when the system came on, it resulted in a failure of the electrical disconnectFNHW dispatched to an electrician on August 10, and our records show the service was completed on August 11,
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
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 September 7, Should you have any
additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/09/04) */
Our records show the FNHW dispatched independent service technician replaced your air conditioner's compressor on or about April 28,
Approximately two months later you placed a service request for the air conditioning system leaking
Our customer service representative advised you to turn off the system, and that the Contract does not cover for secondary damages pursuant to the Limits of Liability #6: "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 difficulties."
FNHW understands your complaint is in regard to damages due to the leak and damages to your attic doorPlease be advised the Vendor Relations Department representative in your area is in the process of researching this issueYou *** be contacted by FNHW once the review of this matter has been completed
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have relationships with shoddy vendors that they allow to enter into my property
If I wanted terrible workmanship and then no help, I would hire someone myselfWhat is the point of their service?
The repairs *** cost me more than the original issue would have cost
This is unacceptable
Final Business Response /* (4000, 11, 2015/10/04) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for your inconveniences associated with this claimOur records show the service company has left a message for your tenant to schedule the attic door repairAs a gesture of customer service, FNHW is processing reimbursement of the paid service trade call feeThe check for $*** arrive under separate cover within 10-business days
FNHW operates with the best of intentions and deepest respect for all of our customersWe keep this in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a companyPlease note that the complaints received negatively affect the vendor's rating with our Company
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 youWe value your business and look forward to a continued service relationship with you
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated August 7,
Should you have any
additional questions or concerns do not hesitate to contact us
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/08/31) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences you had during the claim 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
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 Limits of Liability #of the Contract, "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 difficulties."
Our records show that replacement has been authorizedAs previously advised, the technician charged you for leak detection in error and in order to correct the error, the amount you paid for the leak detection was being applied to the modifications costs for Freon lines, drain lines and sheet metal transitionA refund of the balance was to be given to you directly from the technicianA gesture of customer service, FNHW is processing a reimbursement of the amount for the non-covered modification cost and your service fee
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 June 23,
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 Electrical PanelReview of your claim information shows that the Vendor has completed repairs to your Electrical Panel 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 Electrical claim
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
The Company is in receipt of your complaintPlease be advised the Company is currently
researching the information regarding your claimOnce a determination has been reached regarding the matter the Company will contact youWe appreciate your patience while we look in to the matter
Initial Business Response /* (1000, 5, 2015/07/02) */
Please accept our apologies for the manner in which you felt your claim was handled by 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 and accepted or denied on that basis
Our records show that the evaporative coil was replaced through the warranty; however, you continued to experience problems with the air conditioning not cooling and the coil icingA second opinion was sent and this technician thought the installation of the coil was the cause of the problemOur Vender Relations Regional Manager got involved and reviewed the matter with the company that installed the coilAt that time FNHW was advised that the duct work was crushed, and that because of the condition of the ductwork there is a lack of air flow over the coil and that was the cause of the icing of the coil
As there was a difference of opinions our representative determined to dispatch another company out to correct any problems with the coilHe has also explained been in touch with you to advise that the crushed ductwork is not covered under the Contract as per Limits of Liability #"FNHW's liability is limited to failures due to wear and tear during the term of the contract." Crushed ductwork is specifically mentioned in the Heating and Air Conditioning section under Not Covered: "collapsed or crushed ductwork - ductwork where asbestos is present - ductwork damaged by moisture - costs for inspections, diagnostic testing..."
Please accept my apologies for any inconvenienceFidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersWe value your business and look forward to complete resolution to this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The second company that you had come out informed us that the coils were improperly installed by air star.Air star reviewed out air ducts on 4/(before the air conditioner stopped working properly on 5/26)The air ducts are not what is causing the air conditioner to stop workingThe air flow is still coming through the ventsThe second company came to our residence last night and showed us how the coils were improperly installed and FIXED the problemYour company should have never taken the opinion of the first company and should not have left our family without air conditioning for over a monthWe are seeking refund from your company because you did not take care of this problem for over a month and did not uphold your end of the contractEach person we talked to kept saying the issue had been resolved and we have been unable to stay in our home for over a month because your company could not resolve the problem in a 'timely' manner
Final Business Response /* (4000, 9, 2015/07/09) */
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 receivedFNHW takes this matter very seriouslyThis issue was brought to our Vendor Relations Regional Manager to address with the owner of the service companyPlease be advised that all complaints received negatively affect the vendor's rating with our Company
To amicably resolve this matter, FNHW *** cancel the contract term and reimburse your paid feesThe reimbursement *** show as a credit on your card used for $from FNHWIn addition FNHW *** refund the two service fees paid associated with the air conditioning claim via checkThe checks *** be sent under separate cover within 10-business days
Final Consumer Response /* (2000, 11, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for taking our complaint seriously
Initial Business Response /* (1000, 5, 2015/08/31) */
Please accept my apologies for the delays in completion of this service and any inconvenience that you and your family have experienced during this claim processFNHW operates with the best of intentions and deepest respect for all of our
customersOur records show that the independent appliance company dispatched by FNHW attempted several repairs on the combination oven and microwave unitUpon review of the claim, FNHW determined to replace the unit and offered you replacement or cash in lieu of replacementThe records show check #XXXXXX was mailed to you on or about August 27, for cash in lieu of replacement
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
However, if they do not keep their word and waive the service fee associated with this claim, what do I do? Thank you
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 letter dated September 15, Should you have any additional questions
or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/08/05) */
Please accept my apologies for the delay in reimbursement of the service feeFNHW operates with the best of intentions and deepest respect for all of our customersOur review found the dispatched vendor that serviced this work order did not
submit an invoice for the serviceFNHW was unable to reimburse the service fee as there was no record of the service feeIn order to settle this matter FNHW reimbursed a service fee from a previous service work order for the refrigeratorOur records show that the reimbursement check #XXXXXX processed on July 29, for $has cleared as of August 3, 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 letter dated February 21, Should you have any additional questions or
concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/06/22) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service and clearly from what you describe, that did not happenI was disappointed to hear the level of service you received and have forwarded
your letter to the managers of the representatives that you spoke with
Our records show FNHW has dispatched a second opinion to evaluate the problem you are having with the dishwasherThere is no service fee associated with this second opinion and it is our hope that we can resolve this matter under the terms and conditions of the contract to everyone's satisfaction
Initial Consumer Rebuttal /* (3000, 7, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The new technician has found the issue that couple of parts inside the dishwasher are damaged and that needs to be replacedHe has removed those parts from the dishwasher and it doesn't drain water at all nowThis dishwasher needs to be repaired or replaced ASAP as we are struggling without this now
Final Business Response /* (4000, 13, 2015/08/25) */
Our records show that FNHW was made aware on August 10th that attempts to repair the dishwasher were unsuccessfulAccordingly, FNHW offered you cash in lieu of replacement of your dishwasher which was acceptedFNHW processed this check on August 12th, The check should arrive in 7-business days from the processed date
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
Thank you for your business, we look forward to a continued service relationship with you
Final Consumer Response /* (2000, 15, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/25) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint you filed through the Revdex.comYour concerns are important to me and the Company; I appreciate the opportunity to respondFNHW works to secure the soonest
available appointment times for our customers with the independent service providers in our networkOur records show that after you spoke with our Authorization Manger, the service was sent to another provider and the compressor was installed on 6/22/
Please accept my sincere apologies for any inconveniences in the claim process for the air conditioning systemFNHW is reimbursing the service fee you paid for on the initial visitThis *** be credited back to the credit card used for payment
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not appear that we have received the credit back as promisedCould they tell us what date that was processedThank YouOtherwise this would be acceptable
Initial Business Response /* (1000, 5, 2015/04/22) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.comYour concerns are important to our Company; I appreciate the opportunity to respond
Upon review of your complaint I understand that you
are dissatisfied with the denial decision in regard to several failed plumbing items in your homePlease be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis
Our records show the independent service contractor's plumbing technician reported that the kitchen faucet broken not due to wear and tear; but, by forceThe master bathroom sink's pop up assembly and the bottom of the bathroom faucet were missing, and the upstairs master bathroom toilet disassembledSubsequently, the claim was denied as per the Contract's Terms of Coverage #5:
"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW *** 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."
Our authorization department assistant manager notes the contract on April 16, that ** advised that you may submit a second opinion for our review as per the Contract's Limits 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."
Please be advised FNHW does not reimburse for work done outside of the ContractYou must submit the second opinion prior to having work done for reviewYou may submit via email to ***@fnf.com or fax to XXX-XXX-XXXX
In response to your request for replacement of the faucet, please note that faucets are replaced with "chrome builder's standard" faucets as per the Comprehensive Plus Plan plumbing coverage descriptionIn regard to the repair request for the damage to the ceiling below the leaking toilet, FNHW does not cover for secondary damage as per 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, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are certain disputes and errors in their response of the issues:
With regards to the kitchen faucet, the technician did not bother to closely examine the faucetTo simply draw a conclusion based on a glance is not only unprofessional, but egregious to how this whole affair is being handledThe faucet is very nice and convenientAs stated, the faucet was used in a wayIt would require a tremendous amount of force to break itIf the technician were to take the time to closely examine the faucet, he would have noticed that the break arisen from some defect rather than by some force
The upstairs master bathroom sinks were not properly installed as evidenced by the missing or broken pop up assemblyOtherwise, why would the pop up assembly be missing? The technician mentioned that, but failed to report it to FNHW
The upstairs master bathroom toilet had to be disassembled to prevent further leakage and damage to the floor and wallsPer their Limit of Liability #6, since secondary damages are not covered, removing the toilet was the prudent thing to do to prevent further damage! I did not want the toilet to fall through the floor as it looks as it will, judging by the falling ceiling and rotting wood as seen downstairs directly under the toiletAre they suggesting that I let the toilet fall through the floor? Are they more than willing to pay for the repairs to the toilet, the pipes and the structure as they are all part of the system?
As to the request for replacing the faucet with the same or similar make/features, please note Limits of Liability #3: "FNHW will determine whether a covered item will be repaired or replacedExcept as otherwise noted in this contract, replacements will be of similar features, capacity and efficiency as the item being replacedFNHW is not responsible for matching brand, color and/or dimensions." As I requested before, it doesn't have to be the exact model, but one that is similar in featuresBut this sounds like you are considering replacing the faucet, an indication to the acceptance of my claim
Also, please note that in the body of the Contract, there is a section titled, "IMPROPER INSTALLATIONS, REPAIRS OR MODIFICATIONS," which states "COMPREHENSIVE ITEMS: FNHW will repair or replace a system or appliance that has failed due to improper installation, repair or modificationIf the improper installation, repair or modification violates a code requirement, the $Code Violation applies as stated." This seems to supercede or contradict the Limits of Liability #clause
One last thing: I've notice that there is no mention of the faucet in the downstairs bathroom in the responseThis is an indication that you accept my claim for this faucet to be repaired or replaced, so I expect to be contacted as to when you *** send a technician to make the repair/replacement
As for the other claims, I *** seek a second opinion and notify you shortly
Initial Business Response /* (1000, 5, 2015/08/18) */
FNHW operates with the best of intentions and deepest respect for all of our customersWe additionally keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects
our aspiration as a company
Our records show that you called our Service department in the evening of August 9, to request service for your air conditioning equipmentWe were unable to make contact with any of our service providers that night and offered the option to go outside of our network per the Terms of Coverage #of the ContractThis option was not utilized, and FNHW made contact with a service provider the following morning on August 10, The service provider serviced the system in the evening on August 10, He replaced capacitors on the air conditioner and reported that when the system came on, it resulted in a failure of the electrical disconnectFNHW dispatched to an electrician on August 10, and our records show the service was completed on August 11,
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
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 September 7, Should you have any
additional questions or concerns do not hesitate to contact us
Initial Business Response /* (1000, 5, 2015/09/04) */
Our records show the FNHW dispatched independent service technician replaced your air conditioner's compressor on or about April 28,
Approximately two months later you placed a service request for the air conditioning system leaking
Our customer service representative advised you to turn off the system, and that the Contract does not cover for secondary damages pursuant to the Limits of Liability #6: "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 difficulties."
FNHW understands your complaint is in regard to damages due to the leak and damages to your attic doorPlease be advised the Vendor Relations Department representative in your area is in the process of researching this issueYou *** be contacted by FNHW once the review of this matter has been completed
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have relationships with shoddy vendors that they allow to enter into my property
If I wanted terrible workmanship and then no help, I would hire someone myselfWhat is the point of their service?
The repairs *** cost me more than the original issue would have cost
This is unacceptable
Final Business Response /* (4000, 11, 2015/10/04) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for your inconveniences associated with this claimOur records show the service company has left a message for your tenant to schedule the attic door repairAs a gesture of customer service, FNHW is processing reimbursement of the paid service trade call feeThe check for $*** arrive under separate cover within 10-business days
FNHW operates with the best of intentions and deepest respect for all of our customersWe keep this in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a companyPlease note that the complaints received negatively affect the vendor's rating with our Company
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 youWe value your business and look forward to a continued service relationship with you
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers
Please refer to the Company’s letter dated August 7,
Should you have any
additional questions or concerns do not hesitate to contact us
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meSincerely, *** ***
Complaint: ***I am rejecting this response because:it was not a resolutionIt was an apology. Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/08/31) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences you had during the claim 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
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 Limits of Liability #of the Contract, "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 difficulties."
Our records show that replacement has been authorizedAs previously advised, the technician charged you for leak detection in error and in order to correct the error, the amount you paid for the leak detection was being applied to the modifications costs for Freon lines, drain lines and sheet metal transitionA refund of the balance was to be given to you directly from the technicianA gesture of customer service, FNHW is processing a reimbursement of the amount for the non-covered modification cost and your service fee
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 June 23,
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 Electrical PanelReview of your claim information shows that the Vendor has completed repairs to your Electrical Panel 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 Electrical claim
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
The Company is in receipt of your complaintPlease be advised the Company is currently
researching the information regarding your claimOnce a determination has been reached regarding the matter the Company will contact youWe appreciate your patience while we look in to the matter
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/02) */
Please accept our apologies for the manner in which you felt your claim was handled by 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 and accepted or denied on that basis
Our records show that the evaporative coil was replaced through the warranty; however, you continued to experience problems with the air conditioning not cooling and the coil icingA second opinion was sent and this technician thought the installation of the coil was the cause of the problemOur Vender Relations Regional Manager got involved and reviewed the matter with the company that installed the coilAt that time FNHW was advised that the duct work was crushed, and that because of the condition of the ductwork there is a lack of air flow over the coil and that was the cause of the icing of the coil
As there was a difference of opinions our representative determined to dispatch another company out to correct any problems with the coilHe has also explained been in touch with you to advise that the crushed ductwork is not covered under the Contract as per Limits of Liability #"FNHW's liability is limited to failures due to wear and tear during the term of the contract." Crushed ductwork is specifically mentioned in the Heating and Air Conditioning section under Not Covered: "collapsed or crushed ductwork - ductwork where asbestos is present - ductwork damaged by moisture - costs for inspections, diagnostic testing..."
Please accept my apologies for any inconvenienceFidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersWe value your business and look forward to complete resolution to this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The second company that you had come out informed us that the coils were improperly installed by air star.Air star reviewed out air ducts on 4/(before the air conditioner stopped working properly on 5/26)The air ducts are not what is causing the air conditioner to stop workingThe air flow is still coming through the ventsThe second company came to our residence last night and showed us how the coils were improperly installed and FIXED the problemYour company should have never taken the opinion of the first company and should not have left our family without air conditioning for over a monthWe are seeking refund from your company because you did not take care of this problem for over a month and did not uphold your end of the contractEach person we talked to kept saying the issue had been resolved and we have been unable to stay in our home for over a month because your company could not resolve the problem in a 'timely' manner
Final Business Response /* (4000, 9, 2015/07/09) */
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 receivedFNHW takes this matter very seriouslyThis issue was brought to our Vendor Relations Regional Manager to address with the owner of the service companyPlease be advised that all complaints received negatively affect the vendor's rating with our Company
To amicably resolve this matter, FNHW *** cancel the contract term and reimburse your paid feesThe reimbursement *** show as a credit on your card used for $from FNHWIn addition FNHW *** refund the two service fees paid associated with the air conditioning claim via checkThe checks *** be sent under separate cover within 10-business days
Final Consumer Response /* (2000, 11, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for taking our complaint seriously
Initial Business Response /* (1000, 5, 2015/08/31) */
Please accept my apologies for the delays in completion of this service and any inconvenience that you and your family have experienced during this claim processFNHW operates with the best of intentions and deepest respect for all of our
customersOur records show that the independent appliance company dispatched by FNHW attempted several repairs on the combination oven and microwave unitUpon review of the claim, FNHW determined to replace the unit and offered you replacement or cash in lieu of replacementThe records show check #XXXXXX was mailed to you on or about August 27, for cash in lieu of replacement