Initial Business Response /* (1000, 5, 2015/11/11) */
FNHW operates with the best of intentions and deepest respect for all of our customers. Upon review of your letter and the claim, FNHW authorized replacement of the cooktop under the terms and conditions of the warranty. We value your business...
and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Company has investigated the information regarding your claim for your Oven. Review of your claim information shows that the Company has authorized replacement to your Oven pursuant to the provisions of your home warranty contract.
Please accept my apologies for any inconveniences you...
have experienced during the course of replacement for your Oven.
We believe the above information completely responds to your request. 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 May 9, 2017.
Should you have any additional questions or...
Initial Business Response /* (1000, 13, 2015/09/25) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences 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.
As a gesture of customer service FNHW has waived service fee and has covered the non-covered cost for modifications on the service repair.
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 letter dated August 3, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/06/30) */
Please accept my apologies for the manner in which you felt your claim was handled by 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 and accepted or denied on that basis.
Our records show we received the FNHW order for the Comprehensive Plus Plan on May 15, 2015. The estimated close of escrow was expected the same date May 15, 2015. On May 19, 2015 you called and inquired if the hot tub was on the order and stated it was to be included. FNHW added the Buyer's Coverage Option for the Pool and Spa a new demand for payment was sent to escrow.
On the morning of May 21, 2015 FNHW received a call from you for the "Spa not starting, pump or heater going out." Because the claim was placed prior to FNHW's receipt of payment for the warranty, FNHW called escrow to confirm the closing date and that payment was being sent to FNHW. The escrow representative advised that escrow closed on May 18, 2015, subsequently the claim was released for service.
The technician that evaluated the hot tub advised that the heater had shorted out and required replacement. FNHW determined that the hot tub could not have been in good working order at the start of the Contract term and the claim was denied based on the Contract's 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. 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."
You have advised FNHW that the spa was empty prior to the close of escrow and therefore not operated or inspected. Upon review of the facts pursuant to this matter and our analysis of the claim, FNHW's position remains the same. Our records show that the service fee was not collected at the time of service. As a gesture of customer service, FNHW is not charging you the service fee on this claim. Please disregard any service fee past due notice you may have received for this service.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We called thinking that our Home warranty would fix our spa in good faith. Our escrow was supposed to close on 5/15/15 since we were moving in and signing paperwork. Not to our fault we did not close escrow and filled up and used spa thereafter. Again, we used it the first time with no problems. It was not until the second time of use did we realize that there was a problem. Spin calling in we were told that our policy was not in force due to escrow. We waited till policy was in force and called again. At that time we were not informed of any non-payment of our service call and were led to believe from repair person that the spa was not working due to misuse, neglect or any pre-existing condition. All our charges should be reimbursed. Please reconsider.
Final Business Response /* (4000, 9, 2015/07/21) */
As a gesture of customer service FNHW has reimbursed your service fee. Our position in regard to the denial of the claim remains the same. If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, [redacted] (phone XXX-XXX-XXXX).
Final Consumer Response /* (2000, 11, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/22) */
Fidelity National Home Warranty (FNHW) has received your complaint through the Revdex.com a copy of which we received May 18, 2015. Your concerns are important to FNHW; and I appreciate the opportunity to respond.
Our records...
show that you spoke with a FNHW Assistant Authorization Manager. FNHW approved replacement of the refrigerator; however, our suppliers could not match all the features of the Samsung unit and therefore FNHW is providing cash in lieu of replacement.
Please accept my sincere apologies for the manner in which you felt your claim was handled by our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. We appreciate you providing us with your experience as it gives us the opportunity to improve the service we provide to our customers.
Sincerely, [redacted] Manager
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 July 6, 2017.
Should you have any additional questions or...
Initial Business Response /* (1000, 5, 2015/08/06) */
Upon review of your complaint I understand that you are dissatisfied with the denial of service for the air conditioning claim.
Our records show that FNHW received the report from [redacted] with Solaris on July 8, 2015. He told FNHW that the first...
time out he found the unit "tripped" and he reset the high head pressure. He advised further that the cause of the failure is due to the condenser coil corrosion due to dog urine. Approximately half of the coil is missing. The corrosion of the coils is preventing the unit from removing heat; as a result, the unit was running under abnormal stress. The damaged area allowed air through, instead of the air passing [redacted] the coils that are still intact. This overburdened the compressor making it work harder and longer which resulted in the failure of the compressor. Consequently, the claim for the condenser was denied as per the contract's Limits of Liability #5 which states:
"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defects. Except where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not covered. 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."
The denial of the compressor is further supported by 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."
FNHW believes this responds to all of your concerns. As a customer service gesture FNHW has removed the service fee charge for this claim. It is our hope that the value of this home warranty coverage [redacted] be beneficial to you during your contract term as FNHW aims to provide the highest levels of service to you. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per Solaris......
[redacted] had only 30 days of experience working on AC systems, which [redacted] did not indicate but rather that we had been working on AC systems for a long time.
The clerk at Solaris hinted towards a much longer tenure for [redacted] than a mere 30 days.
How would [redacted] know the status of the system without connecting gauges to the system?? An r22 system at rest with a 95 degree ambient temp should have 189.1 pounds of pressure, the system when it got removed was significantly lower than that. Had [redacted] connected his pressure gauges, he would have seen that the pressure was extremely low, and that the high head pressure switch might be defective. An ammeter is NOT a proper diagnostic tool to use to determine the overall condition of the system.
Another small issue is the fact that their license # XXXXXX is expired/cancelled as of 12/8/2014.
FNHW SAYS they removed the service fee charge, FACT it was already paid, so they have literally done NOTHING but try to mislead the Revdex.com.
I received a copy of the contract less than a week after asking for it, and as of the time of this response, they have NOT refunded the money paid.
I was told by a "professional" representing FNHW that I could just reset the switch and he reassured me that FNHW would replace the system. His "professional" advice was a direct cause of the system completely failing.
[redacted], a supervisor of authorizations at FNHW told me "if you replace the condenser coil ONLY, THEN they [redacted] replace the compressor". Based on his expertise in these matters, [redacted] KNEW one can't replace the condenser coil only, since manufacturers [redacted] not sell them without the compressor.
Even if I did manage to find a used coil, they would find a way to back out on replacing the compressor as clearly stated above.
Final Business Response /* (4000, 9, 2015/08/19) */
Our records do not show payment of the service fee. FNHW contacted Solaris HVAC and their records do not show that the service fee was received at the time of service. Should you have records showing you paid the service fee, please forward those records through the Revdex.com so that we may address that matter.
FNHW operates with the best of intentions and deepest respect for all of our customers. We keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a company. Our records show Solaris HVAC Inc. California Contractor's license number is XXXXXX issued July 9, 2014.
FHNW has reviewed its analysis of this claim and our position remains the same in regard to the denial.
Final Consumer Response /* (4200, 11, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The receipt with contractors license # XXXXXX shows paid with check #[redacted]. which was deposited to a wells fargo XXXXXXXXX on 7/7/2015 to acct#XXXXXXXXXX.
This now proves the level of integrity that they consider normal.
I have the receipt and can copy/paste a copy of the cancelled check to an e-mail to prove I upheld my side.
The Company has investigated the information regarding your claim for your Air Conditioning. Review of your claim information shows that the Company has authorized replacement to your Air Conditioning Condensing Unit and Evaporative Coil pursuant to the provisions of your home warranty contract....
Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning.
We believe the above information completely responds to your request. Should you have any additional questions or concerns do not hesitate to contact us.
The Company has investigated the information regarding your claim for your Air Conditioning. Review of your claim information shows that the Vendor has completed repairs to your Air Conditioning Condenser pursuant to the provisions of your home warranty contract.
Please accept my apologies...
for any inconveniences you have experienced during the course of repairs for your Air Conditioning.
We believe the above information completely responds to your request. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/12/08) */
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 the technician found two water lines below the toilet in the guest and master bathrooms; however, there were no active leaks found at the time of service despite an investigation that also involved conducting a moisture test. As stated in the Plumbing System/Stoppages section of the Contract; FNHW's liability is limited to "Repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage."
As previously mentioned, the Company advised you there were no leaks found. Nevertheless, if you encounter an active leak, the Company [redacted] send a technician to investigate after notification. 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 us. We value your business and look forward to a continued service relationship with you.
Complaint: [redacted]
I am rejecting this response because:Where are they sending these letters? To what address? What is IN the letters? Why aren't they outlining them here so that the Revdex.com can see? Continuing to send letters without outlining where they were sent or what what is in them isn't helpful.Also, the company issued a debit card to pay for the $77 that I was forced to pay out of pocket, and the final technician was able to fix the AC so those requests can be removed from the Revdex.com complaint. I look forward to discussing Fidelity's repayment of the service fee ($65) and hardwood floor replacement.Thank you.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/16) */
Our records show you first requested service on February 2, 2015 (our service work order # XXXXXXX), for a circuit breaker tripping when you used the microwave oven. The electrician reported that the circuits were overloaded. He advised Fidelity...
National Home Warranty (FNHW) that two bedroom outlets, two outlets in the garage and the microwave oven were all on one circuit. When the microwave oven is used, overloads the circuit and trips the breaker. Repairs were denied by FNHW based on the Contract's Limits of Liability #5 which reads in relevant part: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload..." The records show FNHW sent a letter of denial to you on or about February 12, 2015.
Shortly thereafter, a second claim was placed for the same problem. Our records show you told our service representative that the breaker tripping when using the microwave oven was new problem that had not happened since you were in the home. In good faith, a second opinion was dispatched to a different electrical company.
The second electrician reported to FNHW that he found the breaker weak and burnt. He replaced the breaker, but further advised that the circuit was overloaded by having the microwave oven and other small appliances on one circuit, on the same side of the home. To correct the problem he recommended adding a second breaker. A second letter of denial referencing the above Limits of Liability #5 was sent on or about March 11, 2015.
On June 3, 2015 our records show service was dispatched to an electrician for two bathrooms and one bedroom with no power. The electrician reported that he traced wiring in the attic and found that it runs under wood panels. It is his professional opinion that the wiring is damaged under the wood paneling in the attic has been damaged by people walking on the wood panels as well as having storage items set on the panels over the wiring. Our representative advised you that the wiring failure is not due to normal wear and denied the claim as supported by the Contract's Limits of Liability #1: "FNHW's liability is limited to failures due to normal wear and tear during the term of the contract." The letter of denial [redacted] arrive in the mail under separate cover.
Our records do confirm that electricians dispatched by FNHW reconnected a wire and replaced two breakers in 2011, and breakers were replaced in early 2012. Our service work order #XXXXXXX, July of 2011 shows the electrician advised FNHW there was an overload. He reported that a portable air conditioner was hooked up to the 15 amp circuit along with the bedroom lights, a fan and a hallway light. He advised the air conditioner should be run on its own 15 amp circuit. He reset the breaker while at the home, and FNHW sent a letter of denial also based on the aforementioned Limits of Liability #5 on or about August 15, 2011.
Based on our review of FNHWs analysis of the claim, our position remains the same. The failure of the breakers and panel is due to the overload, and the damage to the wiring in the attic is not due to normal wear. For further review of this matter you may submit your own second opinion by a licensed electrician pursuant to the Contract's Limits of Liability #2: "FNHW reserves the right to obtain a second opinion at its own expense. The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion."
Initial Business Response /* (1000, 5, 2015/08/31) */
Each claim is processed under the terms and conditions of the contract and accepted or denied on that basis. Our records show on July 31, 2015, America's Choice Plumbing and Drain's technician advised he did not find an active toilet or plumbing...
pipe leak. The Plumber reported that there were dry stains on the ceiling; however, none were damp, moist or dark at the time of service. He further advised that that it was possible the water was seeping at the shower enclosure area, but there were no active water leaks at the time of service. FNHW covers Repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage; however, does not cover for plumbing "fixtures, bathtubs, sinks, shower enclosures and base pans, or caulking and grouting."
On August 13, 2015, a possible recall was dispatched for a possible plumbing leak. On August 26, 2015, America's Choice Plumbing reported that the upstairs master bathroom shower trim [redacted] was loose and was allowing water to seep through. The technician tightened the trim [redacted].
We understand your concerns in regards to possible mold growth as a result of the water leaking at the ceiling. Please be advised "FNHW is not responsible under any circumstances for the diagnosis, repair, removal, or remediation of mold, mildew, rot, or fungus and/or damages resulting from the above mentioned, even when caused by, or related to the malfunction, repair, or replacement of a covered system or appliance," as stated in the Limits of Liability #14 section of the Contract. In addition secondary damages are not covered by the contract as per Limits of Liability #6: "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties."
Should you notice water leaking, or if you have any additional questions or concerns please do not hesitate to contact our Service Department for assistance at (XXX)XXX-XXXX. We value your business and look forward to a continued service relationship with you.
If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, 300 South Spring St., Los Angeles, CA 90013 (phone XXX-XXX-XXXX).
Complaint: [redacted]I am rejecting this response because:
The contract that is in effect states All parts and components that affect operation. If there is not a meter base that connects to the circuit panel there would be no energy to power the components- there fore no operation.
I had a second opinion from a licensed electrician, his statement was it should have been covered and Fidelity National Home Warranty should be on the hook to replace the meter base since it on the homeowners side and not on[redacted]-the electrical provider.
Second I requested a call from a manager and after speaking with a Customer Service Representative, no call from the FNHW was forthcoming and cancelled the ticket that was submitted to fix the electrical defect.
FNHW has not given me the contact information to submit the second opinion and has refused after several asking for an email. The CSR stated FNHW does not give out an email to submit the second opinion. I asked how does the company the dertermine what the second opinion is without receiving the opinion.
FNHW picks and chooses its warranty coverages based on its P&L which is understandable. This is clearly a coverage issue, FNHW is ducking its coverage and not living to the word of the document. There needs to a third party arbitrator assigned to these issues and make a clear cut determination on the real coverage. They are in essence the provider of the coverage and final word of the coverage. Clearly a conflict of interest.
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 September 11, 2017. Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 6, 2015/10/12) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers.
Our records...
show that FNHW has processed two cash in lieu checks in the amounts of $752.50 and $150.00 on September 30, 2015 and October 1, 2015, respectively. These checks should arrive within 7-10 business days of the respective process dates.
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.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
fidelity paid the agreed upon amount. the checks have arrived
Initial Business Response /* (1000, 5, 2015/07/15) */
Upon further investigation, review of the facts of this claim and of the documents you have submitted, FNHW is reimbursing you in full less the $65.00 service fee. The check [redacted] arrive to your home under separate cover within 10 business days....
Please accept my sincere apologies on behalf of FNHW for your inconveniences in the claim process for your air conditioner.
When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer service. Your experience as you described shows that did not happen, and I was disappointed to hear the level of service you received. To be frank, there is no excuse for anyone to be rude to a customer. As you also indicated there was a breakdown in communication and we sincerely apologize for this. I have forwarded your letter to the managers of our service departments; you have my assurance that they [redacted] address this with the representatives involved.
Initial Business Response /* (1000, 5, 2015/11/11) */
FNHW operates with the best of intentions and deepest respect for all of our customers. Upon review of your letter and the claim, FNHW authorized replacement of the cooktop under the terms and conditions of the warranty. We value your business...
and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Company has investigated the information regarding your claim for your Oven. Review of your claim information shows that the Company has authorized replacement to your Oven pursuant to the provisions of your home warranty contract.
Please accept my apologies for any inconveniences you...
have experienced during the course of replacement for your Oven.
We believe the above information completely responds to your request. 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 May 9, 2017.
Should you have any additional questions or...
concerns do not hesitate to contact us.
Initial Business Response /* (1000, 13, 2015/09/25) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences 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.
As a gesture of customer service FNHW has waived service fee and has covered the non-covered cost for modifications on the service repair.
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 letter dated August 3, 2017.
Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/06/30) */
Please accept my apologies for the manner in which you felt your claim was handled by 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 and accepted or denied on that basis.
Our records show we received the FNHW order for the Comprehensive Plus Plan on May 15, 2015. The estimated close of escrow was expected the same date May 15, 2015. On May 19, 2015 you called and inquired if the hot tub was on the order and stated it was to be included. FNHW added the Buyer's Coverage Option for the Pool and Spa a new demand for payment was sent to escrow.
On the morning of May 21, 2015 FNHW received a call from you for the "Spa not starting, pump or heater going out." Because the claim was placed prior to FNHW's receipt of payment for the warranty, FNHW called escrow to confirm the closing date and that payment was being sent to FNHW. The escrow representative advised that escrow closed on May 18, 2015, subsequently the claim was released for service.
The technician that evaluated the hot tub advised that the heater had shorted out and required replacement. FNHW determined that the hot tub could not have been in good working order at the start of the Contract term and the claim was denied based on the Contract's 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. 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."
You have advised FNHW that the spa was empty prior to the close of escrow and therefore not operated or inspected. Upon review of the facts pursuant to this matter and our analysis of the claim, FNHW's position remains the same. Our records show that the service fee was not collected at the time of service. As a gesture of customer service, FNHW is not charging you the service fee on this claim. Please disregard any service fee past due notice you may have received for this service.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We called thinking that our Home warranty would fix our spa in good faith. Our escrow was supposed to close on 5/15/15 since we were moving in and signing paperwork. Not to our fault we did not close escrow and filled up and used spa thereafter. Again, we used it the first time with no problems. It was not until the second time of use did we realize that there was a problem. Spin calling in we were told that our policy was not in force due to escrow. We waited till policy was in force and called again. At that time we were not informed of any non-payment of our service call and were led to believe from repair person that the spa was not working due to misuse, neglect or any pre-existing condition. All our charges should be reimbursed. Please reconsider.
Final Business Response /* (4000, 9, 2015/07/21) */
As a gesture of customer service FNHW has reimbursed your service fee. Our position in regard to the denial of the claim remains the same. If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, [redacted] (phone XXX-XXX-XXXX).
Final Consumer Response /* (2000, 11, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/22) */
Fidelity National Home Warranty (FNHW) has received your complaint through the Revdex.com a copy of which we received May 18, 2015. Your concerns are important to FNHW; and I appreciate the opportunity to respond.
Our records...
show that you spoke with a FNHW Assistant Authorization Manager. FNHW approved replacement of the refrigerator; however, our suppliers could not match all the features of the Samsung unit and therefore FNHW is providing cash in lieu of replacement.
Please accept my sincere apologies for the manner in which you felt your claim was handled by our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. We appreciate you providing us with your experience as it gives us the opportunity to improve the service we provide to our customers.
Sincerely, [redacted] Manager
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 July 6, 2017.
Should you have any additional questions or...
concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/08/06) */
Upon review of your complaint I understand that you are dissatisfied with the denial of service for the air conditioning claim.
Our records show that FNHW received the report from [redacted] with Solaris on July 8, 2015. He told FNHW that the first...
time out he found the unit "tripped" and he reset the high head pressure. He advised further that the cause of the failure is due to the condenser coil corrosion due to dog urine. Approximately half of the coil is missing. The corrosion of the coils is preventing the unit from removing heat; as a result, the unit was running under abnormal stress. The damaged area allowed air through, instead of the air passing [redacted] the coils that are still intact. This overburdened the compressor making it work harder and longer which resulted in the failure of the compressor. Consequently, the claim for the condenser was denied as per the contract's Limits of Liability #5 which states:
"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defects. Except where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not covered. 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."
The denial of the compressor is further supported by 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."
FNHW believes this responds to all of your concerns. As a customer service gesture FNHW has removed the service fee charge for this claim. It is our hope that the value of this home warranty coverage [redacted] be beneficial to you during your contract term as FNHW aims to provide the highest levels of service to you. We value your business and look forward to a continued service relationship with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per Solaris......
[redacted] had only 30 days of experience working on AC systems, which [redacted] did not indicate but rather that we had been working on AC systems for a long time.
The clerk at Solaris hinted towards a much longer tenure for [redacted] than a mere 30 days.
How would [redacted] know the status of the system without connecting gauges to the system?? An r22 system at rest with a 95 degree ambient temp should have 189.1 pounds of pressure, the system when it got removed was significantly lower than that. Had [redacted] connected his pressure gauges, he would have seen that the pressure was extremely low, and that the high head pressure switch might be defective. An ammeter is NOT a proper diagnostic tool to use to determine the overall condition of the system.
Another small issue is the fact that their license # XXXXXX is expired/cancelled as of 12/8/2014.
FNHW SAYS they removed the service fee charge, FACT it was already paid, so they have literally done NOTHING but try to mislead the Revdex.com.
I received a copy of the contract less than a week after asking for it, and as of the time of this response, they have NOT refunded the money paid.
I was told by a "professional" representing FNHW that I could just reset the switch and he reassured me that FNHW would replace the system. His "professional" advice was a direct cause of the system completely failing.
[redacted], a supervisor of authorizations at FNHW told me "if you replace the condenser coil ONLY, THEN they [redacted] replace the compressor". Based on his expertise in these matters, [redacted] KNEW one can't replace the condenser coil only, since manufacturers [redacted] not sell them without the compressor.
Even if I did manage to find a used coil, they would find a way to back out on replacing the compressor as clearly stated above.
Final Business Response /* (4000, 9, 2015/08/19) */
Our records do not show payment of the service fee. FNHW contacted Solaris HVAC and their records do not show that the service fee was received at the time of service. Should you have records showing you paid the service fee, please forward those records through the Revdex.com so that we may address that matter.
FNHW operates with the best of intentions and deepest respect for all of our customers. We keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that reflects our aspiration as a company. Our records show Solaris HVAC Inc. California Contractor's license number is XXXXXX issued July 9, 2014.
FHNW has reviewed its analysis of this claim and our position remains the same in regard to the denial.
Final Consumer Response /* (4200, 11, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The receipt with contractors license # XXXXXX shows paid with check #[redacted]. which was deposited to a wells fargo XXXXXXXXX on 7/7/2015 to acct#XXXXXXXXXX.
This now proves the level of integrity that they consider normal.
I have the receipt and can copy/paste a copy of the cancelled check to an e-mail to prove I upheld my side.
The Company has investigated the information regarding your claim for your Air Conditioning. Review of your claim information shows that the Company has authorized replacement to your Air Conditioning Condensing Unit and Evaporative Coil pursuant to the provisions of your home warranty contract....
Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning.
We believe the above information completely responds to your request. Should you have any additional questions or concerns do not hesitate to contact us.
The Company has investigated the information regarding your claim for your Air Conditioning. Review of your claim information shows that the Vendor has completed repairs to your Air Conditioning Condenser pursuant to the provisions of your home warranty contract.
Please accept my apologies...
for any inconveniences you have experienced during the course of repairs for your Air Conditioning.
We believe the above information completely responds to your request. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 5, 2015/12/08) */
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 the technician found two water lines below the toilet in the guest and master bathrooms; however, there were no active leaks found at the time of service despite an investigation that also involved conducting a moisture test. As stated in the Plumbing System/Stoppages section of the Contract; FNHW's liability is limited to "Repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage."
As previously mentioned, the Company advised you there were no leaks found. Nevertheless, if you encounter an active leak, the Company [redacted] send a technician to investigate after notification. 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 us. We value your business and look forward to a continued service relationship with you.
See Attached
Complaint: [redacted]
I am rejecting this response because:Where are they sending these letters? To what address? What is IN the letters? Why aren't they outlining them here so that the Revdex.com can see? Continuing to send letters without outlining where they were sent or what what is in them isn't helpful.Also, the company issued a debit card to pay for the $77 that I was forced to pay out of pocket, and the final technician was able to fix the AC so those requests can be removed from the Revdex.com complaint. I look forward to discussing Fidelity's repayment of the service fee ($65) and hardwood floor replacement.Thank you.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/16) */
Our records show you first requested service on February 2, 2015 (our service work order # XXXXXXX), for a circuit breaker tripping when you used the microwave oven. The electrician reported that the circuits were overloaded. He advised Fidelity...
National Home Warranty (FNHW) that two bedroom outlets, two outlets in the garage and the microwave oven were all on one circuit. When the microwave oven is used, overloads the circuit and trips the breaker. Repairs were denied by FNHW based on the Contract's Limits of Liability #5 which reads in relevant part: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload..." The records show FNHW sent a letter of denial to you on or about February 12, 2015.
Shortly thereafter, a second claim was placed for the same problem. Our records show you told our service representative that the breaker tripping when using the microwave oven was new problem that had not happened since you were in the home. In good faith, a second opinion was dispatched to a different electrical company.
The second electrician reported to FNHW that he found the breaker weak and burnt. He replaced the breaker, but further advised that the circuit was overloaded by having the microwave oven and other small appliances on one circuit, on the same side of the home. To correct the problem he recommended adding a second breaker. A second letter of denial referencing the above Limits of Liability #5 was sent on or about March 11, 2015.
On June 3, 2015 our records show service was dispatched to an electrician for two bathrooms and one bedroom with no power. The electrician reported that he traced wiring in the attic and found that it runs under wood panels. It is his professional opinion that the wiring is damaged under the wood paneling in the attic has been damaged by people walking on the wood panels as well as having storage items set on the panels over the wiring. Our representative advised you that the wiring failure is not due to normal wear and denied the claim as supported by the Contract's Limits of Liability #1: "FNHW's liability is limited to failures due to normal wear and tear during the term of the contract." The letter of denial [redacted] arrive in the mail under separate cover.
Our records do confirm that electricians dispatched by FNHW reconnected a wire and replaced two breakers in 2011, and breakers were replaced in early 2012. Our service work order #XXXXXXX, July of 2011 shows the electrician advised FNHW there was an overload. He reported that a portable air conditioner was hooked up to the 15 amp circuit along with the bedroom lights, a fan and a hallway light. He advised the air conditioner should be run on its own 15 amp circuit. He reset the breaker while at the home, and FNHW sent a letter of denial also based on the aforementioned Limits of Liability #5 on or about August 15, 2011.
Based on our review of FNHWs analysis of the claim, our position remains the same. The failure of the breakers and panel is due to the overload, and the damage to the wiring in the attic is not due to normal wear. For further review of this matter you may submit your own second opinion by a licensed electrician pursuant to the Contract's Limits of Liability #2: "FNHW reserves the right to obtain a second opinion at its own expense. The contract holder may order their own second opinion, but shall be responsible for the cost of said opinion."
Initial Business Response /* (1000, 5, 2015/08/31) */
Each claim is processed under the terms and conditions of the contract and accepted or denied on that basis. Our records show on July 31, 2015, America's Choice Plumbing and Drain's technician advised he did not find an active toilet or plumbing...
pipe leak. The Plumber reported that there were dry stains on the ceiling; however, none were damp, moist or dark at the time of service. He further advised that that it was possible the water was seeping at the shower enclosure area, but there were no active water leaks at the time of service. FNHW covers Repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage; however, does not cover for plumbing "fixtures, bathtubs, sinks, shower enclosures and base pans, or caulking and grouting."
On August 13, 2015, a possible recall was dispatched for a possible plumbing leak. On August 26, 2015, America's Choice Plumbing reported that the upstairs master bathroom shower trim [redacted] was loose and was allowing water to seep through. The technician tightened the trim [redacted].
We understand your concerns in regards to possible mold growth as a result of the water leaking at the ceiling. Please be advised "FNHW is not responsible under any circumstances for the diagnosis, repair, removal, or remediation of mold, mildew, rot, or fungus and/or damages resulting from the above mentioned, even when caused by, or related to the malfunction, repair, or replacement of a covered system or appliance," as stated in the Limits of Liability #14 section of the Contract. In addition secondary damages are not covered by the contract as per Limits of Liability #6: "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties."
Should you notice water leaking, or if you have any additional questions or concerns please do not hesitate to contact our Service Department for assistance at (XXX)XXX-XXXX. We value your business and look forward to a continued service relationship with you.
If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, 300 South Spring St., Los Angeles, CA 90013 (phone XXX-XXX-XXXX).
Complaint: [redacted]I am rejecting this response because:
The contract that is in effect states All parts and components that affect operation. If there is not a meter base that connects to the circuit panel there would be no energy to power the components- there fore no operation.
I had a second opinion from a licensed electrician, his statement was it should have been covered and Fidelity National Home Warranty should be on the hook to replace the meter base since it on the homeowners side and not on[redacted]-the electrical provider.
Second I requested a call from a manager and after speaking with a Customer Service Representative, no call from the FNHW was forthcoming and cancelled the ticket that was submitted to fix the electrical defect.
FNHW has not given me the contact information to submit the second opinion and has refused after several asking for an email. The CSR stated FNHW does not give out an email to submit the second opinion. I asked how does the company the dertermine what the second opinion is without receiving the opinion.
FNHW picks and chooses its warranty coverages based on its P&L which is understandable. This is clearly a coverage issue, FNHW is ducking its coverage and not living to the word of the document. There needs to a third party arbitrator assigned to these issues and make a clear cut determination on the real coverage. They are in essence the provider of the coverage and final word of the coverage. Clearly a conflict of interest.
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. Please refer to the Company’s letters dated September 11, 2017. Should you have any...
additional questions or concerns do not hesitate to contact us.
Initial Business Response /* (1000, 6, 2015/10/12) */
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers.
Our records...
show that FNHW has processed two cash in lieu checks in the amounts of $752.50 and $150.00 on September 30, 2015 and October 1, 2015, respectively. These checks should arrive within 7-10 business days of the respective process dates.
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.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
fidelity paid the agreed upon amount. the checks have arrived
Initial Business Response /* (1000, 5, 2015/07/15) */
Upon further investigation, review of the facts of this claim and of the documents you have submitted, FNHW is reimbursing you in full less the $65.00 service fee. The check [redacted] arrive to your home under separate cover within 10 business days....
Please accept my sincere apologies on behalf of FNHW for your inconveniences in the claim process for your air conditioner.
When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer service. Your experience as you described shows that did not happen, and I was disappointed to hear the level of service you received. To be frank, there is no excuse for anyone to be rude to a customer. As you also indicated there was a breakdown in communication and we sincerely apologize for this. I have forwarded your letter to the managers of our service departments; you have my assurance that they [redacted] address this with the representatives involved.