Initial Business Response /* (1000, 6, 2015/11/10) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide...
superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
Our records show on November 6, 2015 you spoke with our representative [redacted] regarding submitting a copy in writing of your deductible amount from your insurance company to expedite resolution.
It is our hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, we have been in contact with [redacted], who has been professional and courteous in all communications with me. My partner and I have signed a settlement agreement and await receiving a fully executed copy as well as full reimbursement for our insurance deductible. When the process is complete, I [redacted] consider accepting the business response and having this claim closed. Thank you.
Final Business Response /* (4000, 10, 2015/11/30) */
Upon review of your complaint Fidelity National Home Warranty (FNHW) understands that you have been sent the final settlement documents for this matter. Our records show that on November 13, 2015 the Company sent a signed settlement agreement, check and cover letter to you via Federal Express.
As always, should you have any questions or concerns, please do not hesitate to contact the undersigned. Thank you for your cooperation in this matter. Again, please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconveniences you may have experienced during the claims process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home. We value your business and look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 12, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your professionalism.
Initial Business Response /* (1000, 6, 2016/01/20) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Each claim is processed under the terms and...
conditions of the warranty contract and accepted or denied on that basis. Your claim for refrigerator service was denied under the provisions of the home warranty contract. The technician advised the refrigerator door insulation had failed, causing the internal water line to freeze. As stated under the Kitchen Refrigerator section of the Contract, "internal thermal shells/insulation" are not covered. In addition, upon review your home inspection report, the Company determined the refrigerator was not in good, safe working order at the start of the contract coverage which began the same day you placed the service request. As stated under the Terms of Coverage #10 section of the contract; "Covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions will 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 appliance. Known 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 Company understands you have placed a new service request for the refrigerator. You must submit proof of repair concerning your refrigerator. This may allow the Company to remove the service exclusions and reinstate coverage for the refrigerator. Your refrigerator is excluded from coverage until such time as the Company is provided with sufficient proof of repair.
Regarding your claim for service concerning your plumbing leak on January 1, 2016, the records indicate the Company authorized the replacement of your clothes washer hose bib. The Company received confirmation that an appointment has been scheduled with the service provider for completion of this work.
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree that my refrigerator should be considered as pre-exhisting. I read the home inspection report. I believe your team read the report wrong. I even got the home inspector to send a letter explaining the report. Im not sure how to attach the letter so I will copy and paste here:
ASSET
INSPECTION & CONSULTING SERVICES
RESIDENTIAL COMMERCIAL INSPECTIONS PROPERTY DEFECT EVALUATIONS
[redacted]
RE: Refrigerator
Hello [redacted],
As per our conversation today, I wanted to reiterate that the refrigerator (manufactured in 2004 by
or for General Electric serial number TG030397) was assessed during the home inspection
performed on November 18, 2015. And as per California Law any material defects concerning the
refrigerator would have been described in the home inspection report. The only recommendation
that was reported was that the water filter was of unknown age and that the filter should be replaced
at change of ownership of the property. The assessment of the refrigerator was limited to basic
functions which were all found to be functioning as intended for the age of the appliance and thus
no material defects were reported in the inspection report. What occurred with the refrigerator
after the home inspection is out of my abilities to predict? If you any further questions do not
hesitate to contact me.
Sincerely,
[redacted]
Owner / Inspector
Asset Inspection & Consulting Services
This concludes this letter.
Final Business Response /* (4000, 10, 2016/01/27) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show the Company's Authorization Department ordered service for your refrigerator as a gesture of good faith without proof of the required repair for the refrigerator insulation. On January 26, 2016, the Company was advised by the technician from Pro Appliance Service that the refrigerator fan motor required replacement and the Company granted authorization for the completion of the needed repairs.
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/06/15) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service. Please accept my apologies on behalf of the Company, for the inconvenience and frustration you and your family had during this process....
FNHW operates with the best of intentions and deepest respect for all of our customers and does everything within its control to process claims in a timely manner. All claims are processed according to the terms and conditions of the Contract.
Our records show that the replacement evaporative coil has been installed. Please note, the company that installed the unit first advised FNHW that no service fee was collected although FNHW has confirmed that the service fee was paid. Please disregard the service fee billing that was sent. As a gesture of customer service the service fee is being reimbursed to you. The check [redacted] arrive under separate cover within 10-15 business days.
As stated in your Contract's Limits of Liability #6; FNHW is not responsible for 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. However, as a gesture of customer service FNHW is reimbursing you the $325.00 you paid for the non-covered cost associated with the repair. The check [redacted] arrive under separate cover within 10-15 business days.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you so much for the response. This is the best customer response we have received so far from someone at fidelity. I appreciate the time you took to respond and have genuine empathy for our situation. I hope this [redacted] be the experience we receive the first time around if we have any other claims made with your company.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Upon further review of your claim information, the Company has authorized the repair of the leak from the...
pool/spa pump as a gesture of customer service. In addition, the Company has requested that the technician complete diagnosis on the spa check valve and repair any covered failure that may be found with it. We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/10/09) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide...
superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
Our records show a service claim was called in on August 13, 2015 and a scheduled appointment was not set up until October 1, 2015 due to scheduling conflicts between you and the service technician. FNHW offered the option of using an outside independent technician under the Terms of Coverage #2 of the Contract, "Should FNHW grant the contract holder authorization to contact a contractor directly to perform a covered service, FNHW [redacted] reimburse the contract holder only if the contractor is qualified, licensed, insured, and provides fair and reasonable rates on parts and labor. Once 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 the service appointment with FNHW independent service contractor was kept.
Upon diagnosing the failure to the evaporative cooler, it is the technician's professional opinion that the unit required maintenance prior to covered repairs being completed.
As explained by the FNHW authorization department agent on October 6, 2015 FNHW does not cover for cleaning and maintenance. As stated in Limits of Liability #5 of the Contract, "FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." Once the maintenance is completed, FNHW can proceed with the covered repairs for the air conditioning condensing unit.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 7, 2016/01/07) */
As discussed, your concerns are very important to our Company. The Company really appreciates the opportunity to service and respond to your claim. We understand you are disputing the non-covered costs associated with the replacement of your...
A/C Condensing unit and Air Handler. Our records show the costs you are responsible for consist of: (1) code upgrades in excess of the $250.00 aggregate limit set forth in your home warranty, (2) the cost of modifications necessary to install your replacement equipment, and (3) the cost of duct testing as mandated by California's Title 24 energy efficiency guidelines. Please review your home warranty, specifically the Comprehensive Option, Limits of Liability #7, and Ductwork sections, as they pertain to your claim. In addition, please be advised that a complete breakdown of these non-covered charges have been sent to you via email as well as US Mail. Please review the breakdown and let us know if you have any questions or require additional information.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as the Company aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 9, 2015/12/18) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records...
show your Home Warranty coverage began on November 17, 2015. On November 24, 2015, the Company sent an independent service technician to your Property pursuant to your request. The technician found that the forced air furnace had multiple failures that were preexisting to the start of the Home Warranty. As stated in the Terms of Coverage 10: "Covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions [redacted] 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 appliance. A visual inspection of the covered item verifies that it appears structurally intact and without damage or missing parts that would indicate inoperability. Operating the covered item is defined as turning the item on and off to ensure that it is operational. While turned on, the item operates without causing damage, irregular sounds, smoke or other abnormal outcomes."
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/10/07) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show FNHW has authorized the...
repair of your clothes washer under the terms and conditions of your Contract. The service company that [redacted] be performing the repair [redacted] contact you in regard to the service.
It is our hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX XXX-XXXX. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Request authorized.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 6, 2015/06/04) */
FNHW values the trust each of our Contract Holders place in us to resolve their service request in a timely and professional manner. When this does not happen we review what went wrong and implement processes for improvement.
Our records show...
FNHW's authorization department assistant manager contacted you to advise FNHW has authorized the plumbing drain line in accordance with the terms and conditions of the Contract. A check as cash in lieu of repairs [redacted] arrive under separate cover within 7-10 business days.
We appreciate you taking the time to provide us with your service experience, which in turn, gives FNHW the opportunity to improve the service we provide to our customers.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This resolves the matter
The Company has investigated the information regarding your claim for your Pool/Spa Pump Motor. Review of your claim information shows that the Company has authorized the replacement of your Pool/Spa Pump Motor 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 Pool/Spa Pump Motor.
We believe the above information completely responds to your request. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/05/07) */
We appreciate you taking the time to provide your perspective of this service experience, which in turn, gives FNHW the opportunity to improve the service we provide to our customers.
When you purchase a Fidelity National Home Warranty (FNHW)...
you have every reason to expect quality customer service. I was disappointed to hear the level of service you received. The appropriate managers have been notified of your experience to address directly with the individuals involved. Please accept my sincere apologies on behalf of FNHW for this and any inconvenience in regard this and your pool heater and air conditioner claims.
FNHW operates with the best of intentions and deepest respect for all of our customers. Upon review of this matter by our Authorization Department managers FNHW has authorized replacement of the pool heater. FNHW has also reviewed the service fees paid in regard to the pool heater claim and is processing reimbursement for the second service fee paid on this claim. The reimbursement [redacted] appear as a credit from FNHW to your credit card statement.
We value your business.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fidelity Home warranty quickly respond to this matter. They sent another company for second opinion and they also said that the problem is due to normal wear and tear so all parties agreed to replace the heater and they did so on 4/6/2015. Everyone involved was very courteous and I cannot thank Revdex.com enough for resolving this matter.
Thank you
[redacted]
Initial Business Response /* (1000, 18, 2015/09/25) */
We are certainly sorry to hear about this homeowners concerns. Unfortunately, he is now explaining that his issue is that his well is the wrong size (1 person v 4 person). The home warranty contract on his property covers failures that occur to...
specific systems during the policy period. Enlarging the well is certainly not covered by any BPG Home Warranty policy. The contract specifically explains that re-drilling any well is not covered by his policy. Whether or not it was a per-existing condition; the warranty would never address this problem.
Initial Consumer Rebuttal /* (3000, 20, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The well itself was not the problem. The well was used by one person and the pump and equipment in there was only used by one person. When I bought the house I was told the pump and everything worked fine and it did for one day but when I moved in the pump could not handle 4 people because it was 35 years old and it broke down. When I tried to have it fixed I was told that it was so old that it couldn't be fixed and that we could not get parts to fix it. I then chose to have a new well dug and was fully intending on paying for that part since my policy does not cover the drilling of a new well and I am not asking for that part of the [redacted] to be paid,but the policy does cover pumps, storage tanks and all the above ground parts and that is what I am asking for because the old pump and tank and above ground was not able to be repaired. The policy does cover that and a middle of the road settlement would be for them to pay only for that part for which the policy states it [redacted] cover and that is all I am asking for.
Final Business Response /* (4000, 22, 2015/10/05) */
We are sorry that this homeowner remains so dissatisfied. A review of the warranty contract shows that for any customer and any component to be covered it must be functioning in a safe and proper manner on the effective date of the policy. As we have previously explained to the homeowner; this claim was already denied as a pre-existing condition.
In our initial response to his complaint we explained that irrespective of the pre-existing condition the claim would also be denied due to the improper size of the well. The contract specifically reads, "Systems and appliances that are determined to be undersized or overloaded are not covered.".
While we appreciate that the homeowner is looking for a "middle ground", the warranty contract is black and white regarding the coverage. For both reasons (collectively and independently) the claim remains denied.
Final Consumer Response /* (4200, 24, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated before that on the day that the policy went into effect the system was functioning in a safe and proper manner and it was not undersized or overloaded it was 35 years old and when it started getting alot of use it broke down due to its age. My question is how long after a policy goes into effect do I have for it to not be pre-existing condition. It is a machine and machines are known to be functioning in good order one day and the next break down for example your car. So to say it is a pre-existing condition with no evidence to support that is just another way of saying our policy is not worth the paper it is written on because we intend to never pay a claim. If I had waited three months , four months,how long should I have waited for the policy to pay what it says it [redacted] pay. I know that I [redacted] never get any where with this company because I'm just a small homeowner who got talked into buying one of these warranty's and they are a large company who does not care about its customers only their money. When I called in this claim I was placed on hold for 15 min and when the person came back they told me they had placed me on hold so they could check to see if the money for the policy had cleared the bank and since it had they would talk to me at which time nothing was said about any pre-existing conditions. When I saw the Revdex.com sign I figured it was a good honest company I have since learned it is not and since they aren't the only recourse I have is to tell everyone I know not to purchase one of these because they do not stand behind their product. Thank you Revdex.com for attempting to resolve this issue but I now realize it is a dead end road they have my money for a worthless policy and there is nothing I can do about it.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated April 4th, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Complaint: [redacted]
I am rejecting this response because:I took a half day off to meet with the a/c repair guy on 9-29-17 from 1pm to 7pm. I rec'd a call at approx 6:15 to say he has to cancel. I am at the point where I am taking things apart to see if I can find the reason the unit does not work. Meanwhile, temps are up again and my wife who is due in November is miserable in this heat.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/04) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide...
superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
We understand from your complaint that you advised the customer service representative the breaker was overloaded when you placed the service request. The technician advised the breaker is tripping due to the overload, and as you were previously advised, a condition of an overload is not covered as stated in the Contract's Limits of Liability #5, "FNHW is not responsible for repairs or replacement due to surge and/or overload."
Although, a $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home as stated under Terms of Coverage #3 of the Contract, as a gesture of customer service FNHW has waived service fee. We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2016/04/05) */
The records show the Company processed a refund in the amount of $65.00 on March 24, 2016. This refund will appear as a credit on the card used for payment. Please be advised this refund is subject to the individual processing time of your...
banking institution.
Thank you for your business, we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2015/11/10) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide...
superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
Our records show on November 6, 2015 you spoke with our representative [redacted] regarding submitting a copy in writing of your deductible amount from your insurance company to expedite resolution.
It is our hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, we have been in contact with [redacted], who has been professional and courteous in all communications with me. My partner and I have signed a settlement agreement and await receiving a fully executed copy as well as full reimbursement for our insurance deductible. When the process is complete, I [redacted] consider accepting the business response and having this claim closed. Thank you.
Final Business Response /* (4000, 10, 2015/11/30) */
Upon review of your complaint Fidelity National Home Warranty (FNHW) understands that you have been sent the final settlement documents for this matter. Our records show that on November 13, 2015 the Company sent a signed settlement agreement, check and cover letter to you via Federal Express.
As always, should you have any questions or concerns, please do not hesitate to contact the undersigned. Thank you for your cooperation in this matter. Again, please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconveniences you may have experienced during the claims process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home. We value your business and look forward to a continued service relationship with you.
Final Consumer Response /* (2000, 12, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your professionalism.
Initial Business Response /* (1000, 6, 2016/01/20) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Each claim is processed under the terms and...
conditions of the warranty contract and accepted or denied on that basis. Your claim for refrigerator service was denied under the provisions of the home warranty contract. The technician advised the refrigerator door insulation had failed, causing the internal water line to freeze. As stated under the Kitchen Refrigerator section of the Contract, "internal thermal shells/insulation" are not covered. In addition, upon review your home inspection report, the Company determined the refrigerator was not in good, safe working order at the start of the contract coverage which began the same day you placed the service request. As stated under the Terms of Coverage #10 section of the contract; "Covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions will 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 appliance. Known 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 Company understands you have placed a new service request for the refrigerator. You must submit proof of repair concerning your refrigerator. This may allow the Company to remove the service exclusions and reinstate coverage for the refrigerator. Your refrigerator is excluded from coverage until such time as the Company is provided with sufficient proof of repair.
Regarding your claim for service concerning your plumbing leak on January 1, 2016, the records indicate the Company authorized the replacement of your clothes washer hose bib. The Company received confirmation that an appointment has been scheduled with the service provider for completion of this work.
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree that my refrigerator should be considered as pre-exhisting. I read the home inspection report. I believe your team read the report wrong. I even got the home inspector to send a letter explaining the report. Im not sure how to attach the letter so I will copy and paste here:
ASSET
INSPECTION & CONSULTING SERVICES
RESIDENTIAL COMMERCIAL INSPECTIONS PROPERTY DEFECT EVALUATIONS
[redacted]
RE: Refrigerator
Hello [redacted],
As per our conversation today, I wanted to reiterate that the refrigerator (manufactured in 2004 by
or for General Electric serial number TG030397) was assessed during the home inspection
performed on November 18, 2015. And as per California Law any material defects concerning the
refrigerator would have been described in the home inspection report. The only recommendation
that was reported was that the water filter was of unknown age and that the filter should be replaced
at change of ownership of the property. The assessment of the refrigerator was limited to basic
functions which were all found to be functioning as intended for the age of the appliance and thus
no material defects were reported in the inspection report. What occurred with the refrigerator
after the home inspection is out of my abilities to predict? If you any further questions do not
hesitate to contact me.
Sincerely,
[redacted]
Owner / Inspector
Asset Inspection & Consulting Services
This concludes this letter.
Final Business Response /* (4000, 10, 2016/01/27) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis. Our records show the Company's Authorization Department ordered service for your refrigerator as a gesture of good faith without proof of the required repair for the refrigerator insulation. On January 26, 2016, the Company was advised by the technician from Pro Appliance Service that the refrigerator fan motor required replacement and the Company granted authorization for the completion of the needed repairs.
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/06/15) */
When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer service. Please accept my apologies on behalf of the Company, for the inconvenience and frustration you and your family had during this process....
FNHW operates with the best of intentions and deepest respect for all of our customers and does everything within its control to process claims in a timely manner. All claims are processed according to the terms and conditions of the Contract.
Our records show that the replacement evaporative coil has been installed. Please note, the company that installed the unit first advised FNHW that no service fee was collected although FNHW has confirmed that the service fee was paid. Please disregard the service fee billing that was sent. As a gesture of customer service the service fee is being reimbursed to you. The check [redacted] arrive under separate cover within 10-15 business days.
As stated in your Contract's Limits of Liability #6; FNHW is not responsible for 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. However, as a gesture of customer service FNHW is reimbursing you the $325.00 you paid for the non-covered cost associated with the repair. The check [redacted] arrive under separate cover within 10-15 business days.
We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you so much for the response. This is the best customer response we have received so far from someone at fidelity. I appreciate the time you took to respond and have genuine empathy for our situation. I hope this [redacted] be the experience we receive the first time around if we have any other claims made with your company.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Upon further review of your claim information, the Company has authorized the repair of the leak from the...
pool/spa pump as a gesture of customer service. In addition, the Company has requested that the technician complete diagnosis on the spa check valve and repair any covered failure that may be found with it. We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
No, this issue has not been resolved. Fidelity is not taking any action except taking our money.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/10/09) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide...
superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
Our records show a service claim was called in on August 13, 2015 and a scheduled appointment was not set up until October 1, 2015 due to scheduling conflicts between you and the service technician. FNHW offered the option of using an outside independent technician under the Terms of Coverage #2 of the Contract, "Should FNHW grant the contract holder authorization to contact a contractor directly to perform a covered service, FNHW [redacted] reimburse the contract holder only if the contractor is qualified, licensed, insured, and provides fair and reasonable rates on parts and labor. Once 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 the service appointment with FNHW independent service contractor was kept.
Upon diagnosing the failure to the evaporative cooler, it is the technician's professional opinion that the unit required maintenance prior to covered repairs being completed.
As explained by the FNHW authorization department agent on October 6, 2015 FNHW does not cover for cleaning and maintenance. As stated in Limits of Liability #5 of the Contract, "FNHW [redacted] not perform routine maintenance or cleaning. The contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such items. For example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." Once the maintenance is completed, FNHW can proceed with the covered repairs for the air conditioning condensing unit.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 7, 2016/01/07) */
As discussed, your concerns are very important to our Company. The Company really appreciates the opportunity to service and respond to your claim. We understand you are disputing the non-covered costs associated with the replacement of your...
A/C Condensing unit and Air Handler. Our records show the costs you are responsible for consist of: (1) code upgrades in excess of the $250.00 aggregate limit set forth in your home warranty, (2) the cost of modifications necessary to install your replacement equipment, and (3) the cost of duct testing as mandated by California's Title 24 energy efficiency guidelines. Please review your home warranty, specifically the Comprehensive Option, Limits of Liability #7, and Ductwork sections, as they pertain to your claim. In addition, please be advised that a complete breakdown of these non-covered charges have been sent to you via email as well as US Mail. Please review the breakdown and let us know if you have any questions or require additional information.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as the Company aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 9, 2015/12/18) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records...
show your Home Warranty coverage began on November 17, 2015. On November 24, 2015, the Company sent an independent service technician to your Property pursuant to your request. The technician found that the forced air furnace had multiple failures that were preexisting to the start of the Home Warranty. As stated in the Terms of Coverage 10: "Covered systems and/or appliances must be in good, safe working order at the start of contract coverage. Unknown pre-existing conditions [redacted] 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 appliance. A visual inspection of the covered item verifies that it appears structurally intact and without damage or missing parts that would indicate inoperability. Operating the covered item is defined as turning the item on and off to ensure that it is operational. While turned on, the item operates without causing damage, irregular sounds, smoke or other abnormal outcomes."
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/10/07) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show FNHW has authorized the...
repair of your clothes washer under the terms and conditions of your Contract. The service company that [redacted] be performing the repair [redacted] contact you in regard to the service.
It is our hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX XXX-XXXX. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Request authorized.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 6, 2015/06/04) */
FNHW values the trust each of our Contract Holders place in us to resolve their service request in a timely and professional manner. When this does not happen we review what went wrong and implement processes for improvement.
Our records show...
FNHW's authorization department assistant manager contacted you to advise FNHW has authorized the plumbing drain line in accordance with the terms and conditions of the Contract. A check as cash in lieu of repairs [redacted] arrive under separate cover within 7-10 business days.
We appreciate you taking the time to provide us with your service experience, which in turn, gives FNHW the opportunity to improve the service we provide to our customers.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This resolves the matter
The Company has investigated the information regarding your claim for your Pool/Spa Pump Motor. Review of your claim information shows that the Company has authorized the replacement of your Pool/Spa Pump Motor 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 Pool/Spa Pump Motor.
We believe the above information completely responds to your request. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/05/07) */
We appreciate you taking the time to provide your perspective of this service experience, which in turn, gives FNHW the opportunity to improve the service we provide to our customers.
When you purchase a Fidelity National Home Warranty (FNHW)...
you have every reason to expect quality customer service. I was disappointed to hear the level of service you received. The appropriate managers have been notified of your experience to address directly with the individuals involved. Please accept my sincere apologies on behalf of FNHW for this and any inconvenience in regard this and your pool heater and air conditioner claims.
FNHW operates with the best of intentions and deepest respect for all of our customers. Upon review of this matter by our Authorization Department managers FNHW has authorized replacement of the pool heater. FNHW has also reviewed the service fees paid in regard to the pool heater claim and is processing reimbursement for the second service fee paid on this claim. The reimbursement [redacted] appear as a credit from FNHW to your credit card statement.
We value your business.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fidelity Home warranty quickly respond to this matter. They sent another company for second opinion and they also said that the problem is due to normal wear and tear so all parties agreed to replace the heater and they did so on 4/6/2015. Everyone involved was very courteous and I cannot thank Revdex.com enough for resolving this matter.
Thank you
[redacted]
Initial Business Response /* (1000, 18, 2015/09/25) */
We are certainly sorry to hear about this homeowners concerns. Unfortunately, he is now explaining that his issue is that his well is the wrong size (1 person v 4 person). The home warranty contract on his property covers failures that occur to...
specific systems during the policy period. Enlarging the well is certainly not covered by any BPG Home Warranty policy. The contract specifically explains that re-drilling any well is not covered by his policy. Whether or not it was a per-existing condition; the warranty would never address this problem.
Initial Consumer Rebuttal /* (3000, 20, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The well itself was not the problem. The well was used by one person and the pump and equipment in there was only used by one person. When I bought the house I was told the pump and everything worked fine and it did for one day but when I moved in the pump could not handle 4 people because it was 35 years old and it broke down. When I tried to have it fixed I was told that it was so old that it couldn't be fixed and that we could not get parts to fix it. I then chose to have a new well dug and was fully intending on paying for that part since my policy does not cover the drilling of a new well and I am not asking for that part of the [redacted] to be paid,but the policy does cover pumps, storage tanks and all the above ground parts and that is what I am asking for because the old pump and tank and above ground was not able to be repaired. The policy does cover that and a middle of the road settlement would be for them to pay only for that part for which the policy states it [redacted] cover and that is all I am asking for.
Final Business Response /* (4000, 22, 2015/10/05) */
We are sorry that this homeowner remains so dissatisfied. A review of the warranty contract shows that for any customer and any component to be covered it must be functioning in a safe and proper manner on the effective date of the policy. As we have previously explained to the homeowner; this claim was already denied as a pre-existing condition.
In our initial response to his complaint we explained that irrespective of the pre-existing condition the claim would also be denied due to the improper size of the well. The contract specifically reads, "Systems and appliances that are determined to be undersized or overloaded are not covered.".
While we appreciate that the homeowner is looking for a "middle ground", the warranty contract is black and white regarding the coverage. For both reasons (collectively and independently) the claim remains denied.
Final Consumer Response /* (4200, 24, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated before that on the day that the policy went into effect the system was functioning in a safe and proper manner and it was not undersized or overloaded it was 35 years old and when it started getting alot of use it broke down due to its age. My question is how long after a policy goes into effect do I have for it to not be pre-existing condition. It is a machine and machines are known to be functioning in good order one day and the next break down for example your car. So to say it is a pre-existing condition with no evidence to support that is just another way of saying our policy is not worth the paper it is written on because we intend to never pay a claim. If I had waited three months , four months,how long should I have waited for the policy to pay what it says it [redacted] pay. I know that I [redacted] never get any where with this company because I'm just a small homeowner who got talked into buying one of these warranty's and they are a large company who does not care about its customers only their money. When I called in this claim I was placed on hold for 15 min and when the person came back they told me they had placed me on hold so they could check to see if the money for the policy had cleared the bank and since it had they would talk to me at which time nothing was said about any pre-existing conditions. When I saw the Revdex.com sign I figured it was a good honest company I have since learned it is not and since they aren't the only recourse I have is to tell everyone I know not to purchase one of these because they do not stand behind their product. Thank you Revdex.com for attempting to resolve this issue but I now realize it is a dead end road they have my money for a worthless policy and there is nothing I can do about it.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated April 4th, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Complaint: [redacted]
I am rejecting this response because:I took a half day off to meet with the a/c repair guy on 9-29-17 from 1pm to 7pm. I rec'd a call at approx 6:15 to say he has to cancel. I am at the point where I am taking things apart to see if I can find the reason the unit does not work. Meanwhile, temps are up again and my wife who is due in November is miserable in this heat.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/04) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this process. FNHW operates with the best of intentions and deepest respect for all of our customers. Our goal is to provide...
superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home.
We understand from your complaint that you advised the customer service representative the breaker was overloaded when you placed the service request. The technician advised the breaker is tripping due to the overload, and as you were previously advised, a condition of an overload is not covered as stated in the Contract's Limits of Liability #5, "FNHW is not responsible for repairs or replacement due to surge and/or overload."
Although, a $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home as stated under Terms of Coverage #3 of the Contract, as a gesture of customer service FNHW has waived service fee. We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2016/04/05) */
The records show the Company processed a refund in the amount of $65.00 on March 24, 2016. This refund will appear as a credit on the card used for payment. Please be advised this refund is subject to the individual processing time of your...
banking institution.
Thank you for your business, we look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)