Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letters dated August 10, Should you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because Fidelity does not recognize its failure to “act in good faith” No remedial actions have been taken No financial remuneration has been offered.Sincerely, [redacted] ***
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated February 8, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letters dated July 18, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersUpon further review of your claim information, the Company has authorized the repair of the leak from the pool/spa pump as a gesture of customer serviceIn addition, the Company has requested that the technician complete diagnosis on the spa check valve and repair any covered failure that may be found with itWe 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 youShould you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: they didn't honor their warrantyI had to call every day to ask what was going on and what is the next stepI'm out because it was over degrees in my house Just very dishonestTthey authorized a ton unitWhen the installer came out it was only tonWHY???? Bait and switch???? I just took it because another heat wave was coming and I'm not going another week or two fighting hemThat's what they want you to doBreak down and accept what they give youSincerely, [redacted] ***
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated August 29, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ Our records show you first requested service on February 2, (our service work order # XXXXXXX), for a circuit breaker tripping when you used the microwave ovenThe electrician reported that the circuits were overloadedHe advised Fidelity National Home Warranty (FNHW) that two bedroom outlets, two outlets in the garage and the microwave oven were all on one circuitWhen the microwave oven is used, overloads the circuit and trips the breakerRepairs were denied by FNHW based on the Contract's Limits of Liability #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, Shortly thereafter, a second claim was placed for the same problemOur 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 homeIn 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 burntHe 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 homeTo correct the problem he recommended adding a second breakerA second letter of denial referencing the above Limits of Liability #was sent on or about March 11, On June 3, our records show service was dispatched to an electrician for two bathrooms and one bedroom with no powerThe electrician reported that he traced wiring in the attic and found that it runs under wood panelsIt 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 wiringOur representative advised you that the wiring failure is not due to wear and denied the claim as supported by the Contract's Limits of Liability #1: "FNHW's liability is limited to failures due to 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 Our service work order #XXXXXXX, July of shows the electrician advised FNHW there was an overloadHe reported that a portable air conditioner was hooked up to the amp circuit along with the bedroom lights, a fan and a hallway lightHe advised the air conditioner should be run on its own amp circuitHe reset the breaker while at the home, and FNHW sent a letter of denial also based on the aforementioned Limits of Liability #on or about August 15, Based on our review of FNHWs analysis of the claim, our position remains the sameThe failure of the breakers and panel is due to the overload, and the damage to the wiring in the attic is not due to wearFor 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 expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion."
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated July 28, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease refer to the Company’s letters dated September 7, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ FNHW operates with the best of intentions and deepest respect for all of our customersWe 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 companyPlease note that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involvedAdditionally, the complaints received negatively affect the vendor's rating with our Company As a gesture of customer service, FNHW is reimbursing the service feeThis [redacted] appear as a credit to the credit card you used for paymentFidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersPlease accept my apologies on behalf of FNHW for any inconvenience you had with the services to the dishwasher
Initial Business Response / [redacted] (1000, 6, 2015/11/03) */ On behalf of FNHW, please accept my apologies for any inconvenience associated with this claimFNHW operates with the best of intentions and deepest respect for all of our customersUpon review of your claim, FNHW authorized the repair of your evaporator coilWe understand there was a delay in obtaining the parts for the repairPlease be advised per the Limits of Liability #section of the Contract; "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." As an accommodation FNHW is reimbursing the paid service trade call fee of $associated with this claim, however [redacted] not reimburse for lost wages or the annual contract feeThe $refund amount [redacted] reflect to your credit card within 10-business days Please be advised our Authorization Department is in the process of researching the Electrical claim for coverageYou [redacted] be contacted by a representative of FNHW Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the apology from Fidelity National Home Warranty (FNHW)However, I still want FNHW to pay half of the income I lost on 09/21/when they failed to honor the appointment they had to replace the evaporative coil on my Air conditioner (AC) which amounts to $out of the $that I lost on that day in addition to refunding the $service feeJust because FNHW have rules that shields them from wrong doings does not mean that they cannot find a way to make it rightThis may account for why FNHW did not care to make sure the part was going to be available the day of the appointment regardless of the inconvenience and the loss of income to me With regards to the electrical claim, the reason FNHW gave me for denying the claim is far from validFirst of all the technician from Platinum Contractors Inceither did not know what he was supposed to do or he is not being honestWhen the technician from Platinum Contractors Inccame to my house, I had gone to drop my children at schoolWhen I came back, he had replaced the light switch in the bathroom downstairs with a cheap oneWhen I told him that I wanted it replaced with the same switch that was there which had a sensor, he took the switch off and told me that if I wanted the one with a sensor, I should replace the energy saving light bulbs with regular light bulbsWhen I told him that I had the same problem with one of the bathrooms upstairs and it was replaced by a technician sent by FNHW and I did not have to replace the energy saving light bulbs with regular ones and I have not had any problem with it ever since, he insisted on me replacing the energy saving light bulbs with regular ones before he can do the job and when I said no, he left and called FNHWIf the problem was light fixtures, why did he replace the light switch in the bathroom and only changed his mind when I told him I did not like the cheap ones? The solution is for FNHW to either honor the service request, or refund the service fee of $ Final Business Response / [redacted] (4000, 10, 2015/11/25) */ Pursuant to the previous statement, FNHW has reimbursed the $service fee but [redacted] not reimburse for loss of wages under the terms and conditions of the ContractIn regards to the electrical claim, the vendor confirmed the failure was with the fixturesAs stated in the Electrical System/Doorbell/Smoke Detectors section of the Contract; "fixtures" are not covered; however, as a gesture of customer service we have additionally waived the service fee in conjunction with this claim and the $refund amount [redacted] reflect to your credit card within 10-business daysFNHW considers this claim to be correctly processed under the terms and conditions of the ContractShould you choose to obtain your own second opinion, you may send correspondence related to the claim for FNHW to reviewYou may submit your correspondence to our Authorizations Department for further review to: [redacted] @fnf.com or fax to XXX-XXX-XXXXPlease note that per your Contract's Limits of Liability #2, "FNHW reserves the right to obtain a second opinion at its own expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." FNHW processes all claims according to the terms and conditions of the warranty Contract 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 youShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you Final Consumer Response / [redacted] (2000, 12, 2015/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have accepted the proposed resolution not because I am totally satisfied with the outcome but because some of my requests for FNHW to reimburse the service fees I paid such as the electrical and the A/C claims [redacted] be refunded although the key part of my request which is lost income has not been honoredThanks for accepting to take the case.I am happy for the opportunity to express myselfRules should not be a reason why a wrong doing cannot be made right
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Our records show on August 3rd, 2015, a representative from our Purchasing Department contacted you and offered options for replacement of your dishwasher pursuant to the Terms and Conditions of your ContractIf you have any additional questions or concerns, please feel free to contact our Purchasing Department at (XXX) XXX-XXXX and select Option # We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW (Fidelity National Home Warranty) aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us Thank you for your business, we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) yes, they did contact me BUT I am still waiting for the approval of the new dishwasher and to have it installed I have spoken with a couple of people there the last time I spoke with someone was on 8/5/15, he said someone should be getting back to me in two or three days so the matter is not resolved as of this date Final Business Response / [redacted] (4000, 9, 2015/08/18) */ Our records show that on August 5, 2015, FNHW offered options for the replacement of your dishwasher according to the terms and conditions of your ContractOn August 12, 2015, cash in lieu of replacement was processedThis check should arrive within 7-business days from the processed date 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 youShould you have any additional questions or concerns do not hesitate to contact us Thank you for your business, we look forward to a continued service relationship with you Final Consumer Response / [redacted] (2000, 11, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2015/10/12) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers Our records show that FNHW has processed two cash in lieu checks in the amounts of $and $on September 30, and October 1, 2015, respectivelyThese checks should arrive within 7-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 youShould you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) fidelity paid the agreed upon amountthe checks have arrived
The Company has investigated the information regarding your claim for your water weaterReview of your claim information shows that the Company has authorized the replacement of your water heater 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 Water Heater We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated September 1, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letters dated April 4th, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that on November 1, 2015, you placed a claim for service of a toilet which was constantly runningOn November 12, 2015, FNHW was advised by the technician from Express Plumbing, Heating and Air, Incthat the fill valve and flush valve for the toilet required replacement, and advised that the parts required would need to be ordered directly from the manufacturerExpress Plumbing, Heating and Air, Incordered the parts and was advised by the manufacturer that those parts were on backorder and would be available on December 11, You may refer to the Contract's Limits of Liability #section which states in relevant part; "FNHW [redacted] determine whether a covered item [redacted] be repaired or replacedExcept as otherwise noted in this contract, replacements [redacted] be of similar features, capacity and efficiency as the item being replacedFNHW is not responsible for matching brand, color and/or dimensionsWhen parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts." However, as a consideration, FNHW is offering cash in lieu of replacement of the toilet pursuant to the Contract's Limits of Liability #section which provides; "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or applianceThe amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder." On November 30, 2015, a representative of FNHW attempted to contact you to discuss this information; however, was unable to reach youAt your earliest convenience, please contact our Authorization Department at XXX-XXX-XXXX, option #2, to expedite the resolution of your claimAdditionally, as a gesture of customer service, FNHW has waived the service fee for 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 youShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Again, please refer to the Company’s letter dated March 3, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letters dated August 10, Should you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because Fidelity does not recognize its failure to “act in good faith” No remedial actions have been taken No financial remuneration has been offered.Sincerely, [redacted] ***
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated February 8, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letters dated July 18, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersUpon further review of your claim information, the Company has authorized the repair of the leak from the pool/spa pump as a gesture of customer serviceIn addition, the Company has requested that the technician complete diagnosis on the spa check valve and repair any covered failure that may be found with itWe 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 youShould you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: they didn't honor their warrantyI had to call every day to ask what was going on and what is the next stepI'm out because it was over degrees in my house Just very dishonestTthey authorized a ton unitWhen the installer came out it was only tonWHY???? Bait and switch???? I just took it because another heat wave was coming and I'm not going another week or two fighting hemThat's what they want you to doBreak down and accept what they give youSincerely, [redacted] ***
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated August 29, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ Our records show you first requested service on February 2, (our service work order # XXXXXXX), for a circuit breaker tripping when you used the microwave ovenThe electrician reported that the circuits were overloadedHe advised Fidelity National Home Warranty (FNHW) that two bedroom outlets, two outlets in the garage and the microwave oven were all on one circuitWhen the microwave oven is used, overloads the circuit and trips the breakerRepairs were denied by FNHW based on the Contract's Limits of Liability #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, Shortly thereafter, a second claim was placed for the same problemOur 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 homeIn 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 burntHe 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 homeTo correct the problem he recommended adding a second breakerA second letter of denial referencing the above Limits of Liability #was sent on or about March 11, On June 3, our records show service was dispatched to an electrician for two bathrooms and one bedroom with no powerThe electrician reported that he traced wiring in the attic and found that it runs under wood panelsIt 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 wiringOur representative advised you that the wiring failure is not due to wear and denied the claim as supported by the Contract's Limits of Liability #1: "FNHW's liability is limited to failures due to 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 Our service work order #XXXXXXX, July of shows the electrician advised FNHW there was an overloadHe reported that a portable air conditioner was hooked up to the amp circuit along with the bedroom lights, a fan and a hallway lightHe advised the air conditioner should be run on its own amp circuitHe reset the breaker while at the home, and FNHW sent a letter of denial also based on the aforementioned Limits of Liability #on or about August 15, Based on our review of FNHWs analysis of the claim, our position remains the sameThe failure of the breakers and panel is due to the overload, and the damage to the wiring in the attic is not due to wearFor 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 expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion."
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated July 28, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease refer to the Company’s letters dated September 7, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ FNHW operates with the best of intentions and deepest respect for all of our customersWe 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 companyPlease note that your concerns were forwarded to our Vendors Relations Department to discuss directly with the company involvedAdditionally, the complaints received negatively affect the vendor's rating with our Company As a gesture of customer service, FNHW is reimbursing the service feeThis [redacted] appear as a credit to the credit card you used for paymentFidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersPlease accept my apologies on behalf of FNHW for any inconvenience you had with the services to the dishwasher
Initial Business Response / [redacted] (1000, 6, 2015/11/03) */ On behalf of FNHW, please accept my apologies for any inconvenience associated with this claimFNHW operates with the best of intentions and deepest respect for all of our customersUpon review of your claim, FNHW authorized the repair of your evaporator coilWe understand there was a delay in obtaining the parts for the repairPlease be advised per the Limits of Liability #section of the Contract; "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." As an accommodation FNHW is reimbursing the paid service trade call fee of $associated with this claim, however [redacted] not reimburse for lost wages or the annual contract feeThe $refund amount [redacted] reflect to your credit card within 10-business days Please be advised our Authorization Department is in the process of researching the Electrical claim for coverageYou [redacted] be contacted by a representative of FNHW Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the apology from Fidelity National Home Warranty (FNHW)However, I still want FNHW to pay half of the income I lost on 09/21/when they failed to honor the appointment they had to replace the evaporative coil on my Air conditioner (AC) which amounts to $out of the $that I lost on that day in addition to refunding the $service feeJust because FNHW have rules that shields them from wrong doings does not mean that they cannot find a way to make it rightThis may account for why FNHW did not care to make sure the part was going to be available the day of the appointment regardless of the inconvenience and the loss of income to me With regards to the electrical claim, the reason FNHW gave me for denying the claim is far from validFirst of all the technician from Platinum Contractors Inceither did not know what he was supposed to do or he is not being honestWhen the technician from Platinum Contractors Inccame to my house, I had gone to drop my children at schoolWhen I came back, he had replaced the light switch in the bathroom downstairs with a cheap oneWhen I told him that I wanted it replaced with the same switch that was there which had a sensor, he took the switch off and told me that if I wanted the one with a sensor, I should replace the energy saving light bulbs with regular light bulbsWhen I told him that I had the same problem with one of the bathrooms upstairs and it was replaced by a technician sent by FNHW and I did not have to replace the energy saving light bulbs with regular ones and I have not had any problem with it ever since, he insisted on me replacing the energy saving light bulbs with regular ones before he can do the job and when I said no, he left and called FNHWIf the problem was light fixtures, why did he replace the light switch in the bathroom and only changed his mind when I told him I did not like the cheap ones? The solution is for FNHW to either honor the service request, or refund the service fee of $ Final Business Response / [redacted] (4000, 10, 2015/11/25) */ Pursuant to the previous statement, FNHW has reimbursed the $service fee but [redacted] not reimburse for loss of wages under the terms and conditions of the ContractIn regards to the electrical claim, the vendor confirmed the failure was with the fixturesAs stated in the Electrical System/Doorbell/Smoke Detectors section of the Contract; "fixtures" are not covered; however, as a gesture of customer service we have additionally waived the service fee in conjunction with this claim and the $refund amount [redacted] reflect to your credit card within 10-business daysFNHW considers this claim to be correctly processed under the terms and conditions of the ContractShould you choose to obtain your own second opinion, you may send correspondence related to the claim for FNHW to reviewYou may submit your correspondence to our Authorizations Department for further review to: [redacted] @fnf.com or fax to XXX-XXX-XXXXPlease note that per your Contract's Limits of Liability #2, "FNHW reserves the right to obtain a second opinion at its own expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." FNHW processes all claims according to the terms and conditions of the warranty Contract 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 youShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you Final Consumer Response / [redacted] (2000, 12, 2015/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have accepted the proposed resolution not because I am totally satisfied with the outcome but because some of my requests for FNHW to reimburse the service fees I paid such as the electrical and the A/C claims [redacted] be refunded although the key part of my request which is lost income has not been honoredThanks for accepting to take the case.I am happy for the opportunity to express myselfRules should not be a reason why a wrong doing cannot be made right
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Our records show on August 3rd, 2015, a representative from our Purchasing Department contacted you and offered options for replacement of your dishwasher pursuant to the Terms and Conditions of your ContractIf you have any additional questions or concerns, please feel free to contact our Purchasing Department at (XXX) XXX-XXXX and select Option # We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW (Fidelity National Home Warranty) aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us Thank you for your business, we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) yes, they did contact me BUT I am still waiting for the approval of the new dishwasher and to have it installed I have spoken with a couple of people there the last time I spoke with someone was on 8/5/15, he said someone should be getting back to me in two or three days so the matter is not resolved as of this date Final Business Response / [redacted] (4000, 9, 2015/08/18) */ Our records show that on August 5, 2015, FNHW offered options for the replacement of your dishwasher according to the terms and conditions of your ContractOn August 12, 2015, cash in lieu of replacement was processedThis check should arrive within 7-business days from the processed date 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 youShould you have any additional questions or concerns do not hesitate to contact us Thank you for your business, we look forward to a continued service relationship with you Final Consumer Response / [redacted] (2000, 11, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2015/10/12) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers Our records show that FNHW has processed two cash in lieu checks in the amounts of $and $on September 30, and October 1, 2015, respectivelyThese checks should arrive within 7-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 youShould you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) fidelity paid the agreed upon amountthe checks have arrived
The Company has investigated the information regarding your claim for your water weaterReview of your claim information shows that the Company has authorized the replacement of your water heater 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 Water Heater We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated September 1, Should you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: I did not see August letter attachedSincerely, [redacted] ***
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letters dated April 4th, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that on November 1, 2015, you placed a claim for service of a toilet which was constantly runningOn November 12, 2015, FNHW was advised by the technician from Express Plumbing, Heating and Air, Incthat the fill valve and flush valve for the toilet required replacement, and advised that the parts required would need to be ordered directly from the manufacturerExpress Plumbing, Heating and Air, Incordered the parts and was advised by the manufacturer that those parts were on backorder and would be available on December 11, You may refer to the Contract's Limits of Liability #section which states in relevant part; "FNHW [redacted] determine whether a covered item [redacted] be repaired or replacedExcept as otherwise noted in this contract, replacements [redacted] be of similar features, capacity and efficiency as the item being replacedFNHW is not responsible for matching brand, color and/or dimensionsWhen parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts." However, as a consideration, FNHW is offering cash in lieu of replacement of the toilet pursuant to the Contract's Limits of Liability #section which provides; "FNHW has the right to offer cash in lieu of repair or replacement of a covered system and/or appliance in the amount of FNHW's actual cost to repair or replace such a system or applianceThe amount reimbursed or paid as cash in lieu may be less than the retail or actual costs incurred by the contract holder." On November 30, 2015, a representative of FNHW attempted to contact you to discuss this information; however, was unable to reach youAt your earliest convenience, please contact our Authorization Department at XXX-XXX-XXXX, option #2, to expedite the resolution of your claimAdditionally, as a gesture of customer service, FNHW has waived the service fee for 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 youShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Again, please refer to the Company’s letter dated March 3, Should you have any additional questions or concerns do not hesitate to contact us