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]
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Review of your claim information shows a representative from the Customer Care Department has...
left you a voicemail on August 16, 2017 in regards to your request to cancel your home warranty contract.
We believe the above information completely responds to your request and the Company considers this matter resolved. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/10/26) */
Your concerns are important to our Company; I appreciate the opportunity to respond.
Our records show that on October 22, 2015, Fidelity National Home Warranty (FNHW) authorized replacement of your microwave. Later that same day, you accepted...
cash in lieu of replacement of the microwave. Accordingly, FNHW processed the cash in lieu check per your request. Please be advised that FNHW has waived the service fee in conjunction with the above Service Work Order (SWO). FNHW considers this matter to be resolved.
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.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Review of your claim information shows the claim has been resolved to your satisfaction.
We hope that the true value of this home warranty coverage will continue to be beneficial 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, 2015/12/16) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
We understand that you are requesting...
cancellation of your contract. Our records show that you have been advised that a written cancellation request, signed by all legal owners of the covered property, is required in order to process the cancellation of your contract. For your reference, you may submit your request for cancellation to: [redacted]@fnf.com or via fax to: XXX-XXX-XXXX. Please be advised that your contract is due to expire on February 26, 2015.
Additionally, in regard to your request for a full refund of the contract premium, the Company is unable to issue a refund per the terms and conditions of the contract. Please refer to the Limits of Liability #10 section of the Contract which states in relevant part; "if this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less a $50 administrative fee and less any service costs incurred by FNHW." Review of your contract shows that service was rendered for plumbing and the refrigerator at a cost to the Company of $412.00. In addition to the $50 administration fee the total amount that would be deducted exceeds the amount you paid for your contract, therefore no refund is due. Should you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business did not offer any solution to the problem; I was left without a functioning washer for a little less than a month, while still paying for a warranty coverage on it. I also had to find a way to repair the washer on my own, again while paying for the warranty for it. It was the company's wrong doing: THEIR technician did not show up, not once, but TWICE in two consecutive days. Instead of trying and resolving the matter, they tried to schedule me for the next available appointment!! Really!! I had to wait longer for your mistake? THAT is not "the best of intentions and deepest respect for all your customers". Is it? Also, if you want to bring back the first problem we had: you sent me the contract for the coverage over a month after the real estate signed up for it. Therefore, I had no way to know about the procedure to follow. That was your wrong doing, yet again. You admitted that by repaying me for a part (should have been full) of what I paid of my own pocket for repairing the toilet. If you are going to bring that up again, I am happy to file a separate complaint for it. Let me know how you would like me to proceed on this matter, now. As for the fridge, I applied my right, per the coverage: my fridge needed repair, so I called a technician. Isn't that what I pay a warranty coverage for? Why are you bringing this up? You are not going to fix our issue because I used my warranty coverage's right? If you do not want customer to use the warranty coverage they pay for, do not offer it! It is simple! What we are talking about here is a complete different issue: false advertising. You promised a technician (twice), you promised a warranty coverage (that I am still paying for) and that obviously did not happen when my washer stopped working. I waited for that person to show up. I took a day off of work to be there when he shows up. If the situation had been reversed, you would have charged me for the visit. I was there, waiting. If you make mistakes, you fix them. The customer should not have to suffer from you incompetence and lack of ethic. Which is the case here. I had to deal with a problem that you were paid to deal with. I am paying for a service that you did not perform despite the fact that you promised to perform (per our contract). To sum it up, no, I am not happy with the response provided by the "business". They need to realize that you cannot get away with treating people that way. Over 400 Revdex.com complaints should be proof that they are not treating customers with respect, as they say. Time to see the consequences of their actions, I believe.
Final Business Response /* (4000, 9, 2016/01/05) */
It is the Company's policy to provide a copy of the contract to the customer via US Mail upon receipt of payment for the home warranty. Our records show that the Company received confirmation of payment on March 10, 2015, and a copy of the Contract was promptly mailed to the property address on March 12, 2015.
The Company has reviewed the details of your claims history and maintains the claims were processed in accordance with the provisions of the Home Warranty. However, as a gesture of good faith, the Company is hereby waiving the service fee for the initial service call on your clothes washer.
Final Consumer Response /* (4200, 11, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stop bringing past issues (and you know there are a lot!) to cover up for this one. You sent the contract late, therefore I could not know the procedure to follow, and you admitted of that fact by "resolving" the matter and reimbursing me some of my expenses. I was lenient as you should have reimbursed the whole amount. Case closed on this matter.
For the current case, you mean to tell me that you would wave the fee for the washer that you never fixed??? Wow! How big of you! That is sarcasm, in case you did not noticed. You really think that a full-time working mother would not fix her washer for two months, and wait for you to finally understand the definition of Customer service?? That is the entire problem: I have to find else where to have my washer fixed, while paying for your "services". Here is what you should have done: a customer calls you (me, in this instance) and tells you this they took off of work in order to wait for your technician. But, this technician never even came and called 30 minutes AFTER the initial time of the scheduled visit (two weeks prior) to let the customer know he [redacted] not be able to come. The technician promises that he [redacted] come first thing in the morning, between 8:30 and 9:30. But, guess what? That technician of yours does not show up again (no call, no show). As soon as your phone rep heard that they should have apologized, in the name of the company, for the inconvenience (and it was a big one!). THAT never happened until I mentioned it! Really? Then, you should have found an appointment for that customer ASAP! Not two weeks in the future like you tried to do! You mentioned that you followed the procedure according to the contract???? Show me where in the contract it mentions that a technician MAY or MAY NOT show up, and that you [redacted] not be liable for any scheduled appointments not made (I had two appointments and you made none of them). According to your contract, I would have been charged $60 if the technician was on site at the scheduled time fork, but No one was there to greet him. Well guess what? I was on site at the said time and your technician was not. TWICE! I waited for him, sitting on my chair, impatient to finally have my washer repaired after two weeks without it, per your dear contract, as a paying customer. But since I was there and your technician was not, again: twice!, therefore, you owe me $60 times 2 = $120. A check would be fine, thank you. And do not believe that I [redacted] pocket that money and go on a fun shopping trip. It [redacted] go to the person who kindly fixed my washer. Without even having a contract! Can you believe that! He even apologize for what the warranty company did (that would be you!).
Complaint: [redacted]
I am rejecting this response because: they do not uphold their end of the contract and just nickel and dime their customers.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/09/08) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show...
that the correct unit was ordered and installed. As a gesture of customer service FNHW paid the non-covered cost of this claim.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2016/01/26) */
Please accept my apologies on behalf of Fidelity National Home Warranty for any inconvenience you had during this process. The Company 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.
The Company is in receipt of your recent correspondence requesting a reimbursement for the dishwasher appliance replacement. Unfortunately, we are unable to reimburse you under the terms and conditions of your home warranty. Please refer to Terms of Coverage #1 of the Home Warranty Contract. 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. We value your business and look forward to a continued service relationship with you.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
We understand that you contend the service trade call fee. Please refer to the Terms of...
Coverage #3 section of the Contract which clearly states; “Service Trade Call Fee (fee): A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home. For example, if a contract holder needs both a plumber and an appliance technician, each will require a separate service trade call fee. The fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointment. Failure to pay a fee will result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage will be reinstated for the remainder of the contract term. Note: Service Trade Call Fee for Subterranean Termite Treatment is $200.00 plus applicable sales tax. All conditions and terms apply.” On August 30, 2016 you were advised of the $65.00 service fee upon initiation of your service claim.
However, as a gesture of good customer service please be advised that the Company has waived the service fee associated with this claim.
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.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated July 7, 2017.
Should you have any additional questions or...
Initial Business Response /* (1000, 5, 2015/12/15) */
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 Home Warranty contract.
The Company understands that a service call was placed for ductwork that had been physically damaged by an outside technician during a previous repair. This failure is not due to normal wear and tear, therefore; is not covered. As stated in the Limits of Liability #1 of the Contract, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
As previously mentioned, the Company advised you there was no coverage for repair and did not send out a technician for you to avoid a service fee cost on a non-covered item. A cancellation request of the Contract was received on December 07, 2015 and processed the same day with a prorated refund in the amount of $255.26 being returned via check to the provider of funds.
Should you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX.
Initial Business Response /* (1000, 5, 2015/07/22) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.com.Upon review of your complaint I understand that you are dissatisfied FNHW's denial to repair the air conditioner and you are requesting a "cash...
out" to assist in repairs of the unit. Your concerns are important to our Company; I appreciate the opportunity to respond.
Our records show the start date of the Contract coverage upon close of escrow was June 26, 2015. Your request for service on the air conditioner "not draining properly" was received by FNHW three days later on June 29, 2015. As FNHW had not yet received funds from your escrow company for the warranty, verification of payment was required pursuant to the Terms of Coverage #5:
"Buyer's Coverage starts at the close of escrow and continues for one year provided the contract fee is paid at the close of escrow. When the contract fee has not been received by FNHW, request for service [redacted] be dispatched once contract payment can be verified by the closing agency and/or another source of contract payment is made (i.e., credit card). You must call for service prior to the expiration of this contract."
The independent service technician was dispatched the afternoon of July 1, 2015 once payment was verified as per the Contract's Terms of Coverage #1:
"Our assigned contractor [redacted] then call the contract holder directly to schedule a mutually convenient appointment during normal business hours. FNHW [redacted] determine what service requests constitute an emergency and [redacted] make reasonable efforts to expedite emergency service. The contract holder is responsible for any additional fees, including overtime, for non-emergency services requested outside normal business hours. Please call X-XXX-XXX-XXXX with any concerns regarding the contractor providing service or problems scheduling appointments."
The records do not show that FNHW was notified by you of any scheduling problems after dispatching.
FNHW received the report from the independent service technician who inspected the system on July 9, 2015. He advised FNHW that he found the evaporative coil to be 90% clogged and the primary drain pan rusted through. It is his professional opinion that the problem with the system is due to lack of maintenance which resulted in the coil being clogged. Subsequently, the cleaning of the coil was denied, supported by the Contract's Limits of Liability #5:
"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."
Additionally, the rusted through condition of the primary drain pan shows that the unit was not in good working order when the coverage began three days prior to the service call. Terms of Coverage #10 advises that FNHW provides coverage for items that are in good, safe working order at the start of the Contract Term:
"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. 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."
Please accept my apologies for any confusion in regard to the basis of denial of the claim. For further consideration of coverage under the home warranty contract, you may submit your home inspection for review to our authorization department via email [redacted]@fnf.com or via fax to XXX-XXX-XXXX.
Initial Business Response /* (1000, 5, 2015/06/25) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you and your family had during this claim process. Our records show; in accordance with the Contract's Terms of Coverage #2, FNHW is reimbursing...
you for the electrical work as per the Contract's terms and conditions once FNHW has received a copy of the paid invoice.
FNHW operates with the best of intentions and deepest respect for all of our customers. As a gesture of customer service the service fee [redacted] be credited back to your credit card. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/08/17) */
Upon review of your complaint Fidelity National Home Warranty (FNHW) understands that you are dissatisfied with having to place a new service work order in regard to the failed garbage disposal. Please 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 service was dispatched for a jammed garbage disposal on June 16, 2015. The independent plumbing service technician removed debris and a screw from inside of the garbage disposal and was able to unjam the unit.
FNHW was not contacted again until August 3, 2015 when you advised the unit was leaking. As our service representative advised a new service fee would be due to send out a technician pursuant to the Contract's Terms of Coverage #4: "Service work is guaranteed (without an additional service trade call fee) for 30 days on labor and 90 days on parts. The 30/90-day guarantee only applies to malfunctions that are reported to FNHW during the term of this contract. Pest control service work is guaranteed for 30 days from the original date of service."
Although, it is not determined if this failure is a new failure or related to the last service, as a gesture of customer service, FNHW has dispatch another plumbing technician to service the garbage disposal under the terms and conditions of the contract without a new service fee due. The plumbing company [redacted] contact you to schedule the appointment.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Does FNHW expects any reasonable person to wait for 2 weeks to get a leak fixed, while it is ruining all the cabinetry and flooring around? Its like a doctor giving an appointment for an emergency procedure 2 weeks from the day the patient reported it. In top of this, FNHW still have not responded to my online customer service(?) complaint request that I posted on their on website.
I went ahead and got the leak fixed independently. I would like FNHW to return my $65 I paid for the initial service call for a job performed poorly.
Again, my question to FNHW is that why don't you give customers the option to pick and chose the company from where they want to receive service from? The service was provided by County Plumbing in Modesto, CA, which does not seem to have Revdex.com affiliation and has extremely poor ratings on Yelp.
If FNHW does not provide me a prompt response, I [redacted] follow other means available to me to not only request for a refund of the service fee, but also for the entire warranty fees (this was my first service request thru' the warranty) as well as for the damages caused due to the leaking garbage disposal.
Final Business Response /* (4000, 9, 2015/09/04) */
The independent service providers that work with FNHW are monitored by our Vendor Relations Department for the service they provide on behalf of FNHW. Your concerns regarding this company have been forwarded to the regional representative in Vendor Relations for review.
Although it is not known if the unjamming of the garbage disposal caused a leak to the unit, or if the unit leaked due to other circumstances; as a gesture of customer service, the service fee for the above referenced service work order for the garbage disposal has been waived; you [redacted] receive a check for the $65.00 service fee within 10-15 business days.
FNHW does cover for garbage disposal leaks under the terms and conditions of the Contract. Please submit a copy of the paid invoice for the replacement garbage disposal for our review. As an additional customer service gesture, FNHW [redacted] reimburse you a reasonable rate for the garbage disposal and labor to install. You may email that to my attention at [redacted]@fnf.com or fax 9257.
Please be advised that FNHW has also sent a letter to you today in regard to your request for assistance through the California Department of Insurance. Please accept my sincere apologies on behalf of FNHW for the manner in which this matter was handled by our Company.
Final Consumer Response /* (2000, 16, 2015/09/26) */
As stated in the final resolution, Fidelity National Home Warranty did refund me both the $65 service fee as well as an additional $224 for the replacement of the broken garbage disposal. I appreciate both Revdex.com and [redacted] Apocada of Fidelity National Home Warranty for following up on this complaint and providing a satisfactory resolution.
Initial Business Response /* (1000, 5, 2016/01/07) */
Company records show your coverage began on December 19, 2014. On December 30, 2014, you contacted the Company to request service on several loose electrical outlets throughout the home. On December 31, 2014, the technician with Davis Electric...
informed the Company that he had completed repair of an issue that wasn't even originally reported to the Company concerning the electrical wiring for your thermostat. In addition, the technician reported that 6 outlets in the home were loose and would no longer hold plugs. The technician opined that the outlets in question were not in good, safe working order at the start of contract coverage just eleven days prior to the initiation of the service request. Subsequently, your claim was denied pursuant to Term of Coverage #10 contained in your home warranty.
On December 30, 2014, you also requested service on your heating system. The Company promptly dispatched a service technician. However, the following day the technician informed the Company that your heater was a hydronic/radiant heating system which they were unable to service. Upon learning this information, the Company proceeded to locate a suitable service technician. Conversely, you decided to cancel the service call.
On November 16, 2015, you called to request service for your kitchen and bathroom circuit breaker. The Company promptly dispatched an electrician. Later that same day, you contacted the Company and requested a different electrician. The Company set up a different electrician to service your claim. In spite of this, you advised the Company that you are refusing to cooperate and schedule the appointment with the new electrician to fulfill the service call.
On December 9, 2015, you again requested service for your hydronic/radiant heating system. The Company located a service technician who could work on your hydronic/radiant heating system and promptly dispatched them. On December 14, 2015, the technician advised there were no mechanical failures with the system. However, the technician reported the water heater for the hydronic/radiant heating system was inadequate in capacity to provide hot water to both the hydronic/radiant heating system and the domestic hot water for the home. The claim was denied pursuant to the Limits of Liability #5 of your home warranty.
The Company maintains that all of your claims have been processed according to the provisions of your home warranty contract. Please be advised that your home warranty coverage term expired on December 18, 2015.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As per my home inspection prior to purchasing the house the plugs and electrical we're all in working order, as per the heater the technician was not a professional nor did he understand my situation or could heat communicate to me or nor could I communicate to him , he was there to work on the heater not the water heater and he is a not a licen water heater or plumber, he was in sweats did not present himself nor did he show identification to who he was. The circuit breaker electric company was not professional nor did they call or set up an appointment as promised per our conversations, first fidelity warranty argumentative customer service representatives.
Final Business Response /* (4000, 9, 2016/01/19) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. The Company has completed its review of your claims and stands by its coverage position concerning your radiant/hydronic heating system as well as your electrical outlets.
Final Consumer Response /* (4200, 11, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I purchased my home, I had a home inspection and the outlets where in working order, then in weeks the plugs began to give way and not hold the plug anymore, this is to ware and tear, so it is under warranty, also with the service man or company you out sourced, who know where they came from, no form or identification, in sweats, blank peace of paper and pen, no badge, no uniform, no card, so how would the costumer know this person is even from a company. There is an legit company here in Benicia who works on my type of heater and they are official. I have no idea of the company you sent out at all. Just a man who looked at my heater, used my bathroom, and spit on my stairs leading to my house that I had to scrub off. I have read reviews of Fidelity National Home Warranty and not really in your favor, no one ever gets anything fixed and I'm one of them, as the consumer we pay for just the name, not the service. My home inspection was all in order before the time of move in.
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.
Again, please refer to the Company’s letters dated August 1, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated July 20, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Companies letter dated February 23, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated April 11th, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
their coverage needs improvement
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Review of your claim information shows a representative from the Customer Care Department has...
left you a voicemail on August 16, 2017 in regards to your request to cancel your home warranty contract.
We believe the above information completely responds to your request and the Company considers this matter resolved. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/10/26) */
Your concerns are important to our Company; I appreciate the opportunity to respond.
Our records show that on October 22, 2015, Fidelity National Home Warranty (FNHW) authorized replacement of your microwave. Later that same day, you accepted...
cash in lieu of replacement of the microwave. Accordingly, FNHW processed the cash in lieu check per your request. Please be advised that FNHW has waived the service fee in conjunction with the above Service Work Order (SWO). FNHW considers this matter to be resolved.
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.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Review of your claim information shows the claim has been resolved to your satisfaction.
We hope that the true value of this home warranty coverage will continue to be beneficial 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, 2015/12/16) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
We understand that you are requesting...
cancellation of your contract. Our records show that you have been advised that a written cancellation request, signed by all legal owners of the covered property, is required in order to process the cancellation of your contract. For your reference, you may submit your request for cancellation to: [redacted]@fnf.com or via fax to: XXX-XXX-XXXX. Please be advised that your contract is due to expire on February 26, 2015.
Additionally, in regard to your request for a full refund of the contract premium, the Company is unable to issue a refund per the terms and conditions of the contract. Please refer to the Limits of Liability #10 section of the Contract which states in relevant part; "if this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less a $50 administrative fee and less any service costs incurred by FNHW." Review of your contract shows that service was rendered for plumbing and the refrigerator at a cost to the Company of $412.00. In addition to the $50 administration fee the total amount that would be deducted exceeds the amount you paid for your contract, therefore no refund is due. Should you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business did not offer any solution to the problem; I was left without a functioning washer for a little less than a month, while still paying for a warranty coverage on it. I also had to find a way to repair the washer on my own, again while paying for the warranty for it. It was the company's wrong doing: THEIR technician did not show up, not once, but TWICE in two consecutive days. Instead of trying and resolving the matter, they tried to schedule me for the next available appointment!! Really!! I had to wait longer for your mistake? THAT is not "the best of intentions and deepest respect for all your customers". Is it? Also, if you want to bring back the first problem we had: you sent me the contract for the coverage over a month after the real estate signed up for it. Therefore, I had no way to know about the procedure to follow. That was your wrong doing, yet again. You admitted that by repaying me for a part (should have been full) of what I paid of my own pocket for repairing the toilet. If you are going to bring that up again, I am happy to file a separate complaint for it. Let me know how you would like me to proceed on this matter, now. As for the fridge, I applied my right, per the coverage: my fridge needed repair, so I called a technician. Isn't that what I pay a warranty coverage for? Why are you bringing this up? You are not going to fix our issue because I used my warranty coverage's right? If you do not want customer to use the warranty coverage they pay for, do not offer it! It is simple! What we are talking about here is a complete different issue: false advertising. You promised a technician (twice), you promised a warranty coverage (that I am still paying for) and that obviously did not happen when my washer stopped working. I waited for that person to show up. I took a day off of work to be there when he shows up. If the situation had been reversed, you would have charged me for the visit. I was there, waiting. If you make mistakes, you fix them. The customer should not have to suffer from you incompetence and lack of ethic. Which is the case here. I had to deal with a problem that you were paid to deal with. I am paying for a service that you did not perform despite the fact that you promised to perform (per our contract). To sum it up, no, I am not happy with the response provided by the "business". They need to realize that you cannot get away with treating people that way. Over 400 Revdex.com complaints should be proof that they are not treating customers with respect, as they say. Time to see the consequences of their actions, I believe.
Final Business Response /* (4000, 9, 2016/01/05) */
It is the Company's policy to provide a copy of the contract to the customer via US Mail upon receipt of payment for the home warranty. Our records show that the Company received confirmation of payment on March 10, 2015, and a copy of the Contract was promptly mailed to the property address on March 12, 2015.
The Company has reviewed the details of your claims history and maintains the claims were processed in accordance with the provisions of the Home Warranty. However, as a gesture of good faith, the Company is hereby waiving the service fee for the initial service call on your clothes washer.
Final Consumer Response /* (4200, 11, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stop bringing past issues (and you know there are a lot!) to cover up for this one. You sent the contract late, therefore I could not know the procedure to follow, and you admitted of that fact by "resolving" the matter and reimbursing me some of my expenses. I was lenient as you should have reimbursed the whole amount. Case closed on this matter.
For the current case, you mean to tell me that you would wave the fee for the washer that you never fixed??? Wow! How big of you! That is sarcasm, in case you did not noticed. You really think that a full-time working mother would not fix her washer for two months, and wait for you to finally understand the definition of Customer service?? That is the entire problem: I have to find else where to have my washer fixed, while paying for your "services". Here is what you should have done: a customer calls you (me, in this instance) and tells you this they took off of work in order to wait for your technician. But, this technician never even came and called 30 minutes AFTER the initial time of the scheduled visit (two weeks prior) to let the customer know he [redacted] not be able to come. The technician promises that he [redacted] come first thing in the morning, between 8:30 and 9:30. But, guess what? That technician of yours does not show up again (no call, no show). As soon as your phone rep heard that they should have apologized, in the name of the company, for the inconvenience (and it was a big one!). THAT never happened until I mentioned it! Really? Then, you should have found an appointment for that customer ASAP! Not two weeks in the future like you tried to do! You mentioned that you followed the procedure according to the contract???? Show me where in the contract it mentions that a technician MAY or MAY NOT show up, and that you [redacted] not be liable for any scheduled appointments not made (I had two appointments and you made none of them). According to your contract, I would have been charged $60 if the technician was on site at the scheduled time fork, but No one was there to greet him. Well guess what? I was on site at the said time and your technician was not. TWICE! I waited for him, sitting on my chair, impatient to finally have my washer repaired after two weeks without it, per your dear contract, as a paying customer. But since I was there and your technician was not, again: twice!, therefore, you owe me $60 times 2 = $120. A check would be fine, thank you. And do not believe that I [redacted] pocket that money and go on a fun shopping trip. It [redacted] go to the person who kindly fixed my washer. Without even having a contract! Can you believe that! He even apologize for what the warranty company did (that would be you!).
Complaint: [redacted]
I am rejecting this response because: they do not uphold their end of the contract and just nickel and dime their customers.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because:
I did not see August 18 letter attached. Sincerely,[redacted]
Initial Business Response /* (1000, 8, 2015/09/08) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Our records show...
that the correct unit was ordered and installed. As a gesture of customer service FNHW paid the non-covered cost of this claim.
We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2016/01/26) */
Please accept my apologies on behalf of Fidelity National Home Warranty for any inconvenience you had during this process. The Company 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.
The Company is in receipt of your recent correspondence requesting a reimbursement for the dishwasher appliance replacement. Unfortunately, we are unable to reimburse you under the terms and conditions of your home warranty. Please refer to Terms of Coverage #1 of the Home Warranty Contract. 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. We value your business and look forward to a continued service relationship with you.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
We understand that you contend the service trade call fee. Please refer to the Terms of...
Coverage #3 section of the Contract which clearly states; “Service Trade Call Fee (fee): A $65.00 fee is due for each service trade request and is paid to the contractor upon arrival at the home. For example, if a contract holder needs both a plumber and an appliance technician, each will require a separate service trade call fee. The fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointment. Failure to pay a fee will result in suspension of coverage until such time as the proper fee is paid. Upon receipt of that payment, coverage will be reinstated for the remainder of the contract term. Note: Service Trade Call Fee for Subterranean Termite Treatment is $200.00 plus applicable sales tax. All conditions and terms apply.” On August 30, 2016 you were advised of the $65.00 service fee upon initiation of your service claim.
However, as a gesture of good customer service please be advised that the Company has waived the service fee associated with this claim.
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.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated July 7, 2017.
Should you have any additional questions or...
concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/12/15) */
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 Home Warranty contract.
The Company understands that a service call was placed for ductwork that had been physically damaged by an outside technician during a previous repair. This failure is not due to normal wear and tear, therefore; is not covered. As stated in the Limits of Liability #1 of the Contract, "FNHW's liability is limited to failures due to normal wear and tear during the term of the Contract."
As previously mentioned, the Company advised you there was no coverage for repair and did not send out a technician for you to avoid a service fee cost on a non-covered item. A cancellation request of the Contract was received on December 07, 2015 and processed the same day with a prorated refund in the amount of $255.26 being returned via check to the provider of funds.
Should you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX.
Initial Business Response /* (1000, 5, 2015/07/22) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.com.Upon review of your complaint I understand that you are dissatisfied FNHW's denial to repair the air conditioner and you are requesting a "cash...
out" to assist in repairs of the unit. Your concerns are important to our Company; I appreciate the opportunity to respond.
Our records show the start date of the Contract coverage upon close of escrow was June 26, 2015. Your request for service on the air conditioner "not draining properly" was received by FNHW three days later on June 29, 2015. As FNHW had not yet received funds from your escrow company for the warranty, verification of payment was required pursuant to the Terms of Coverage #5:
"Buyer's Coverage starts at the close of escrow and continues for one year provided the contract fee is paid at the close of escrow. When the contract fee has not been received by FNHW, request for service [redacted] be dispatched once contract payment can be verified by the closing agency and/or another source of contract payment is made (i.e., credit card). You must call for service prior to the expiration of this contract."
The independent service technician was dispatched the afternoon of July 1, 2015 once payment was verified as per the Contract's Terms of Coverage #1:
"Our assigned contractor [redacted] then call the contract holder directly to schedule a mutually convenient appointment during normal business hours. FNHW [redacted] determine what service requests constitute an emergency and [redacted] make reasonable efforts to expedite emergency service. The contract holder is responsible for any additional fees, including overtime, for non-emergency services requested outside normal business hours. Please call X-XXX-XXX-XXXX with any concerns regarding the contractor providing service or problems scheduling appointments."
The records do not show that FNHW was notified by you of any scheduling problems after dispatching.
FNHW received the report from the independent service technician who inspected the system on July 9, 2015. He advised FNHW that he found the evaporative coil to be 90% clogged and the primary drain pan rusted through. It is his professional opinion that the problem with the system is due to lack of maintenance which resulted in the coil being clogged. Subsequently, the cleaning of the coil was denied, supported by the Contract's Limits of Liability #5:
"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."
Additionally, the rusted through condition of the primary drain pan shows that the unit was not in good working order when the coverage began three days prior to the service call. Terms of Coverage #10 advises that FNHW provides coverage for items that are in good, safe working order at the start of the Contract Term:
"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. 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."
Please accept my apologies for any confusion in regard to the basis of denial of the claim. For further consideration of coverage under the home warranty contract, you may submit your home inspection for review to our authorization department via email [redacted]@fnf.com or via fax to XXX-XXX-XXXX.
Initial Business Response /* (1000, 5, 2015/06/25) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you and your family had during this claim process. Our records show; in accordance with the Contract's Terms of Coverage #2, FNHW is reimbursing...
you for the electrical work as per the Contract's terms and conditions once FNHW has received a copy of the paid invoice.
FNHW operates with the best of intentions and deepest respect for all of our customers. As a gesture of customer service the service fee [redacted] be credited back to your credit card. We value your business and look forward to a continued service relationship with you.
Initial Business Response /* (1000, 5, 2015/08/17) */
Upon review of your complaint Fidelity National Home Warranty (FNHW) understands that you are dissatisfied with having to place a new service work order in regard to the failed garbage disposal. Please 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 service was dispatched for a jammed garbage disposal on June 16, 2015. The independent plumbing service technician removed debris and a screw from inside of the garbage disposal and was able to unjam the unit.
FNHW was not contacted again until August 3, 2015 when you advised the unit was leaking. As our service representative advised a new service fee would be due to send out a technician pursuant to the Contract's Terms of Coverage #4: "Service work is guaranteed (without an additional service trade call fee) for 30 days on labor and 90 days on parts. The 30/90-day guarantee only applies to malfunctions that are reported to FNHW during the term of this contract. Pest control service work is guaranteed for 30 days from the original date of service."
Although, it is not determined if this failure is a new failure or related to the last service, as a gesture of customer service, FNHW has dispatch another plumbing technician to service the garbage disposal under the terms and conditions of the contract without a new service fee due. The plumbing company [redacted] contact you to schedule the appointment.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Does FNHW expects any reasonable person to wait for 2 weeks to get a leak fixed, while it is ruining all the cabinetry and flooring around? Its like a doctor giving an appointment for an emergency procedure 2 weeks from the day the patient reported it. In top of this, FNHW still have not responded to my online customer service(?) complaint request that I posted on their on website.
I went ahead and got the leak fixed independently. I would like FNHW to return my $65 I paid for the initial service call for a job performed poorly.
Again, my question to FNHW is that why don't you give customers the option to pick and chose the company from where they want to receive service from? The service was provided by County Plumbing in Modesto, CA, which does not seem to have Revdex.com affiliation and has extremely poor ratings on Yelp.
If FNHW does not provide me a prompt response, I [redacted] follow other means available to me to not only request for a refund of the service fee, but also for the entire warranty fees (this was my first service request thru' the warranty) as well as for the damages caused due to the leaking garbage disposal.
Final Business Response /* (4000, 9, 2015/09/04) */
The independent service providers that work with FNHW are monitored by our Vendor Relations Department for the service they provide on behalf of FNHW. Your concerns regarding this company have been forwarded to the regional representative in Vendor Relations for review.
Although it is not known if the unjamming of the garbage disposal caused a leak to the unit, or if the unit leaked due to other circumstances; as a gesture of customer service, the service fee for the above referenced service work order for the garbage disposal has been waived; you [redacted] receive a check for the $65.00 service fee within 10-15 business days.
FNHW does cover for garbage disposal leaks under the terms and conditions of the Contract. Please submit a copy of the paid invoice for the replacement garbage disposal for our review. As an additional customer service gesture, FNHW [redacted] reimburse you a reasonable rate for the garbage disposal and labor to install. You may email that to my attention at [redacted]@fnf.com or fax 9257.
Please be advised that FNHW has also sent a letter to you today in regard to your request for assistance through the California Department of Insurance. Please accept my sincere apologies on behalf of FNHW for the manner in which this matter was handled by our Company.
Final Consumer Response /* (2000, 16, 2015/09/26) */
As stated in the final resolution, Fidelity National Home Warranty did refund me both the $65 service fee as well as an additional $224 for the replacement of the broken garbage disposal. I appreciate both Revdex.com and [redacted] Apocada of Fidelity National Home Warranty for following up on this complaint and providing a satisfactory resolution.
Initial Business Response /* (1000, 5, 2016/01/07) */
Company records show your coverage began on December 19, 2014. On December 30, 2014, you contacted the Company to request service on several loose electrical outlets throughout the home. On December 31, 2014, the technician with Davis Electric...
informed the Company that he had completed repair of an issue that wasn't even originally reported to the Company concerning the electrical wiring for your thermostat. In addition, the technician reported that 6 outlets in the home were loose and would no longer hold plugs. The technician opined that the outlets in question were not in good, safe working order at the start of contract coverage just eleven days prior to the initiation of the service request. Subsequently, your claim was denied pursuant to Term of Coverage #10 contained in your home warranty.
On December 30, 2014, you also requested service on your heating system. The Company promptly dispatched a service technician. However, the following day the technician informed the Company that your heater was a hydronic/radiant heating system which they were unable to service. Upon learning this information, the Company proceeded to locate a suitable service technician. Conversely, you decided to cancel the service call.
On November 16, 2015, you called to request service for your kitchen and bathroom circuit breaker. The Company promptly dispatched an electrician. Later that same day, you contacted the Company and requested a different electrician. The Company set up a different electrician to service your claim. In spite of this, you advised the Company that you are refusing to cooperate and schedule the appointment with the new electrician to fulfill the service call.
On December 9, 2015, you again requested service for your hydronic/radiant heating system. The Company located a service technician who could work on your hydronic/radiant heating system and promptly dispatched them. On December 14, 2015, the technician advised there were no mechanical failures with the system. However, the technician reported the water heater for the hydronic/radiant heating system was inadequate in capacity to provide hot water to both the hydronic/radiant heating system and the domestic hot water for the home. The claim was denied pursuant to the Limits of Liability #5 of your home warranty.
The Company maintains that all of your claims have been processed according to the provisions of your home warranty contract. Please be advised that your home warranty coverage term expired on December 18, 2015.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As per my home inspection prior to purchasing the house the plugs and electrical we're all in working order, as per the heater the technician was not a professional nor did he understand my situation or could heat communicate to me or nor could I communicate to him , he was there to work on the heater not the water heater and he is a not a licen water heater or plumber, he was in sweats did not present himself nor did he show identification to who he was. The circuit breaker electric company was not professional nor did they call or set up an appointment as promised per our conversations, first fidelity warranty argumentative customer service representatives.
Final Business Response /* (4000, 9, 2016/01/19) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. The Company has completed its review of your claims and stands by its coverage position concerning your radiant/hydronic heating system as well as your electrical outlets.
Final Consumer Response /* (4200, 11, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I purchased my home, I had a home inspection and the outlets where in working order, then in weeks the plugs began to give way and not hold the plug anymore, this is to ware and tear, so it is under warranty, also with the service man or company you out sourced, who know where they came from, no form or identification, in sweats, blank peace of paper and pen, no badge, no uniform, no card, so how would the costumer know this person is even from a company. There is an legit company here in Benicia who works on my type of heater and they are official. I have no idea of the company you sent out at all. Just a man who looked at my heater, used my bathroom, and spit on my stairs leading to my house that I had to scrub off. I have read reviews of Fidelity National Home Warranty and not really in your favor, no one ever gets anything fixed and I'm one of them, as the consumer we pay for just the name, not the service. My home inspection was all in order before the time of move in.
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.
Again, please refer to the Company’s letters dated August 1, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letter dated July 20, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Companies letter dated February 23, 2017.
Should you have any additional questions or concerns do not hesitate to contact us.
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers.
Please refer to the Company’s letters dated April 11th, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.