We had a clogged kitchen drainFidelity had a contractor snake the drain and a bunch of dirt came upTheir contractor concluded the drain had collapsed under the foundationFidelity wanted to use a camera to determine if a root had caused the collapseBoth their contractor and one that we hired concluded a camera would not work for this purpose because there was too much corrosion in the drainNot being able to determine the cause, Fidelity refused to repair the claim and also refused to authorize a reimbursement for our independent plumber to do the workThe independent plumber said that it was a very remote possibility that a root had caused the breakWe think this is an unfair resolution and an attempt to dodge their responsibilities to repair our drainWe have to repair the drain out of pocket ($2400)
In December we contacted Fidelity National Home Warranty to request a service contractor to come to our home to address a previously serviced issueFidelity contacted [redacted] to handle the service call but my husband spoke with [redacted] BEFORE they ever came out and the result was a conversation with Snappy about this being a previous service issue that was already covered under the product (a faucet in our kitchen sink) warranty and NO SERVICE CALL was made to our homeFidelity continues to bill us for a $ [redacted] service charge despite my repeated attempts to reach them to have them correct their billing to reflect that no service call was made to our homeI have emailed as well1/16/called and left message 1/16/emailed 1/17/called and left message 2/16/called and left message 2/16/emailed I have also attempted to contact [redacted] to have them contact Fidelity to let them know they never came out for a service call to our home and we should not
We have been a customer for yrsWe tried to renew our contract on-line on July Fidelity's on-line systems were downWe called August & was told that we could not renew, we had to purchase another contract and have a day waiting periodOver a week later a sales agent called us saying we were given the wrong information and we could renew without a waiting periodIn the meantime, we had an issue with our air conditioning unit and had to pay for a service call and ultimately a new systemThe sales agent kept calling us guaranteeing we had no waiting periodWe asked for the service fee to be reimbursed to us since the agent gave us the wrong informationThis is like bait and switchThey didn't deliver what they advertiseIf we had been given the correct information we would have had all of the fees coveredThis is outrageousWe would like Fidelity held responsible for this and reimburse us the service call fees of $***
I started with this company about two years ago and it was going well until I had to use the company for warranty request I have had several issues starting from last year when the furnace was acting upIt ended up needing replacementThe company ordered wrong part, then wanted to charge $and change extra to "create space" for the ordered furnaceAfter several months of going back and forth about the extra charges they are trying to collect from me, I was giving up and wanted to just get the cash out option of very low price that they are offeringin the process the AC unit starts acting up and called for service request, then follow ups and every time I talk to a customer service repthey have different "notes" that they haveNow they want me to spend another $for the service request that was not resolved and I have to call several times to reach someoneI am working and I cannot keep taking time out of the schedule and keep calling them to be bounced around for answe
This company does not care about customer needs!!! They still have not fixed a existing kitchen repair, but still made me pay my service feeThey have hung up on me when I called to resolve this issueTheir supervisor never returned my call to resolve that issueNow, they dispatched a sheet rock company that will take a week to repair wall holes, that their plumber made in my bathroomPlease stay away from this companyThey have been rude, unhelpful, and inadequateIt's horrible that they can treat their customers like that
I am in total agreement with the negative reviews Average wait time on the phone was in excess of minutes each time I called The shortest was minutes the longest was one hour plus and I was then disconnected When the AC went out they said that the earliest they could get someone out was weeks in hot Sacramento Unacceptable I found numerous companies willing to send someone out that day and picked one who did the best they could to get us cooling My claim was denied since I didn't have permission to go outside their network After several calls and hours on hold I was finally told to call an outside vendor and have the vendor call them with a complete diagnosis The vendor tried to get them on their vendor line only to find the same issues I did I finally called the vendor line and after over minutes got to talk to someone who took all my information and said he would call the vendor A week later after I had not received a call back I called and after about minutes talked to someone who told me that based on the information the vendor provided they would reimburse me up to $ The repair actually cost over $4,so I am out of pocket a significant amount After getting other bids I went with my original choice for repairs FNHW claims that they can get the job done for half because their vendors get so much business but they were unwilling or unable to give me the name of more than one network vendor who would work with them I feel totally ripped off by FNHW Their customer service is the worst, hold times extremely long and they don't seem to care one bit about you as a customer [redacted] ***
I moved into a new house recently and was given a year of Fidelity Home WarrantyUpon moving into the house, we had a couple of issues- 1) Electrical not working right 2) Non-functioning toilet 3) Non-draining sinkAll of these issues were clearly covered under the warranty and not listed in my disclosures on the houseFidelity sent two workers out to us (an electrician and a plumber) and charged me $ [redacted] for each visitAll of my claims were denied through no fault of my own even though these issues are supposed to be covered under my contractIn speaking w/ a manager [redacted] (before being disconnected), she found technicalities around why each issue shouldn't be coveredThey were searching for any reason not to complete my service rather than trying to find a way to assist meMy request was that if they didn't want to do the work (Which I believe should be done under the contract), they should've at least refunded my service call fees of $ [redacted] eachThey were unwilling to do thisI
On November 8 I first contacted Fidelity National Home Warranty (FNHW) because the heater in my house malfunctioned. They sent out a service provider, [redacted] to assess the problem. The technician came out to the house and quickly diagnosed the problem, saying that the issue was a faulty part, so he changed the Capacitor in the system and was gone in 15 minutes. The following day, the heater failed again, so I called FNHW again to let them know. Since the first service provider was on vacation, they sent out a second service provider by the name of [redacted] . Their diagnosis was that the system was failing because the evaporated coils and blower motor needed to be cleaned, and this would run us over $***. They sent the service order to FNHW, and they denied the claim because it was a "maintenance" issue and not mechanical. Because the two service providers they sent contradicted themselves, we chose to have a 3rd HVAC tech come out to the house to give us a second opinion. T
I have an active home warranty contract with Fidelity National Home Warranty. I reported a central air conditioner outage on Tuesday 7/17/2018 per Fidelity's process. I paid the $ [redacted] fee. Fidelity states that their vendor should call within 2 days to schedule an appointment. When there was no contact from the vendor, I followed up with Fidelity. They provided me with the vendor phone to call directly. I have called the vendor and left several messages without any response to date. I have also followed up with Fidelity without response. I have called two other HVAC service companies and already have their estimates in hand.
Horrid customer service/support Recently purchased home, seller provided FNHW to cover appliances and HVAC Home inspector recommended getting HVAC full inspection ASAP That turned up a need to replace the furnace completely FNHW approved During installation, contractor discovered the AC evap coils were completely fouled beyond repair FNHW will cover, but will ONLY cover the newer R410A type My AC system is the older Rtype New coils will be incompatible with old compressor FNHW does not cover incompatibility...even when it is THEIR CONTRACT coverage causing the incompatibility So, now after weeks, multiple hours spent on HOLD waiting to speak with FNHW, with NO AC or heat (The furnace cannot be installed until the coils are replaced), I am resigned to the fact that I will have to pony up the addition $$$ to replace the AC compressor Honestly, what good is their warranty? None Don't buy or accept a warranty from this company
I've been waiting a week for Fidelity National Home Warranty to fix the A/C on my tenant's house I've called almost every day and they tell me that they are waiting for reports from the A/C company I call the A/C company and they stated that they already sent the reports Meanwhile, my tenant is very upset at me because it's mid summer in Phoenix and it's in the 100's I keep getting bounced back and forth between them and the A/C company But, Fidelity is ultimately responsibly to get the job done Every time I call in, it's over a minute wait to connect to an attendant Then they tell me that there are no notes in the system, but they promise to fix the problem But, they don't So I call back again, wait a half hoursame promises, but no action So, this week I get the paperwork to re-new the contract with them Hmmm, I don't think so
We purchased our home on July 2016 and paid for premium coverage with Fidelity Home Warranty. I have to say that this company is the worst home warranty. I called them about 3 times and all the contractors that they have are dishonest. They don't fix the problem and all Fidelity does is charge the $65 fee. They're just there to collect your money. It's better to call companies that has good reviews on yelp than calling them for repairs needed for your home. The worst is when I called for a roofer due to a leak when we have the big rainstorm in CA. I called them twice and roofer never even showed up. There was a leak leading to a major damage to our home so I checked yelp and called a roofer to fix the roof, I called the water restoration for mold issues which by the way costs me a lot to fix. When I complained about it to Fidelity, their response was that the roof is not covered when I'm sure that the roof was specifically added to my home warranty when we close escrow. I'm really disappointed with this company.
This home warrranty policy was purchased by the real estate agent and paid for through the closing of my home on July 28th, 2015. Termite damage was discovered a short time later, and a claim was filed. It was then denied due to a clerical error which was finally rectified and a partial payment of $189.40 for a $389.40 fee paid, was finally sent in November 2016. When this discrepency was questioned in January 2017, the first represnetative I spoke with was unclear from the file what the short payment was and gave me the authorization department number. At this number I spoke with a very rude representative named [redacted] where I was informed of a $200 fee specific to termite coverage of which I was previously uninformed in all the previous contacts regarding the claim. His rudeness in conjunction with what I felt was a change in what had been previously conveyed prompted me to ask for a supervisor. I was told he would not do so and when I asked for his last name, he refused to give
I have just gotten off the line after giving up waiting for someone to answer my call I waited nearly hours We have an active authorization and they have now told us that we have to pay when a 2nd person is required for the service This is not in our contract nor was it on our original sign up document I've [redacted] previously and they were so good Fidelity National Home Warranty is horrible to do business with...what a disappointmentI would never recommend them
The sub-zero fridge in our house sprung a leak two months into the warranty period on our new home (Fidelity National Home Warranty)After calling Fidelity, they initially assigned us to one provider who had a one star rating over timesI called to complain and we were switched to another Fidelity conspirator, [redacted] ***They sent out a repair guy who was entirely clueless and absolutely reeked of cigarettesIt was as if he just smoked a full pack in the truck before knocking on the doorWhen he came in to take a look, he proceeded to tell me that we did NOT have a water leak in the fridgeThis is despite the fact that the leak stopped when the valve to the water line to the fridge was turned offHe squirted some silicone in a corner and said if that did not fix it, then it would be an issue with the insulation, which true to the conspiratorial form between [redacted] ***and Fidelity, leads to a decision that future work is not cover
I am a service member and my family has been with Fidelity for 8+ years My parents are elderly and are also veteransSo integrity is extremely important for our family Their refrigerator went out different times in the past months Thats their medicine and food going bad each time the fridge goes out On the 5th time when the refrigerator went out, it was determined that the fridge was unrepairable....and now begins the ridiculous business practice of this company After calling Fidelity everyday for weeks straight trying to get a replacement refrigerator, I've have lost all respect and trust with this company YOU DO NOT TREAT PEOPLE LIKE THIS Fidelity has no integrity and truly does not care about its customers especially the elderly veterans
We are now going on day with no hot waterWe initially contacted Fidelity first thing in the morning Wednesday, April 11thOn Thursday April 12th my husband called them again to check on the status as we had heard nothingThey said it was put on hold because they needed some paperwork from us showing a receipt from a previous repair on the water heater that they did not coverWe immediately submitted the invoice and called to verify they had received itOn Friday, April 13th we called again to check on the status of our claim since once again we had received no communicationThey then informed us that they could not approve our claim since there was no spot on the invoice that clearly said the word “paid” even though it had the amount listed along with a discription of the work performed and a signatureIt was there contractor that we used and they should have called that contractor to verify if they had any questions as we can not be held responsible for how they write up the
I made a claim on my home warranty policy ( [redacted] ) they told me someone would contact me to replace a faulty sump pump under our house. During this time they cashed my $ [redacted] fee for service. Two weeks went by and somebody finally got in touch with me. This person came to my home, took one look at the sump pump and said they didn't do the work and left. I called back Fidelity the next day to request service again and again they assured me a technician would be in contact. Two more weeks have gone by and there has been nothing. I called them back today to request a full refund for my service fee of $**. I first talked to customer service who referred me to sales who then referred me to authorizations. Each person I talked to wanted a full explanation of my story. After explaining myself three different times to three different people, I was told they needed to contact the original person who came to my home to ask what their side of the story was and that only after hearing both sides then
We had an emergency situation on a Saturday with an extensive leak with the faucet filler to our poolWe have been with Fidelity since when purchasing our home paying our yearly contract fee and service fees promptlyThey left us holding the bag on this one - from the initial phone to their agent who placed the dispatch call on hold, to obtaining an out of network plumber on a Saturday as this was an emergency, to filling out all the extensive paperwork, to several follow up calls to Fidelity to receiving a generitic letter from Fidelity - to even offering to pay half of the $which we paid for the out of network company, to all the necessary paperwork and even sending a [redacted] package to Fidelity with all the pertinent information - to date we have not even had a replyThey never answer the phone, they tell me all the managers are in a meeting and all emails and paperwork go answeredI have had two conversations with a supervisor [redacted] who has done her best..I must say th
Terrible experience. Called on a Sunday to get the work set up. Easy enough work, should take any plumber less than an hour. I would've done the work myself up front but figured would pay the deductible and let someone else do it. Terrible decision. They assigned a plumber from a town 100 miles away (my town has hundreds of plumbers, so this was bad from the start). The assigned plumber finally got out there 12 days later. Upon arrival he figured out he didn't have the right equipment with him and would need to come back Monday. Monday comes around and I leave my important meeting to meet the plumber to find out on my way home that there's going to be an extra $95 because the toilet was going to have to be removed to snake the line, and that wasn't covered. Cancel the service because all in all this should be a $50 fix at most, and they're wanting $160. Total garbage. Do not choose this company as your home warranty company.
We had a clogged kitchen drainFidelity had a contractor snake the drain and a bunch of dirt came upTheir contractor concluded the drain had collapsed under the foundationFidelity wanted to use a camera to determine if a root had caused the collapseBoth their contractor and one that we hired concluded a camera would not work for this purpose because there was too much corrosion in the drainNot being able to determine the cause, Fidelity refused to repair the claim and also refused to authorize a reimbursement for our independent plumber to do the workThe independent plumber said that it was a very remote possibility that a root had caused the breakWe think this is an unfair resolution and an attempt to dodge their responsibilities to repair our drainWe have to repair the drain out of pocket ($2400)
In December we contacted Fidelity National Home Warranty to request a service contractor to come to our home to address a previously serviced issueFidelity contacted [redacted] to handle the service call but my husband spoke with [redacted] BEFORE they ever came out and the result was a conversation with Snappy about this being a previous service issue that was already covered under the product (a faucet in our kitchen sink) warranty and NO SERVICE CALL was made to our homeFidelity continues to bill us for a $ [redacted] service charge despite my repeated attempts to reach them to have them correct their billing to reflect that no service call was made to our homeI have emailed as well1/16/called and left message 1/16/emailed 1/17/called and left message 2/16/called and left message 2/16/emailed I have also attempted to contact [redacted] to have them contact Fidelity to let them know they never came out for a service call to our home and we should not
We have been a customer for yrsWe tried to renew our contract on-line on July Fidelity's on-line systems were downWe called August & was told that we could not renew, we had to purchase another contract and have a day waiting periodOver a week later a sales agent called us saying we were given the wrong information and we could renew without a waiting periodIn the meantime, we had an issue with our air conditioning unit and had to pay for a service call and ultimately a new systemThe sales agent kept calling us guaranteeing we had no waiting periodWe asked for the service fee to be reimbursed to us since the agent gave us the wrong informationThis is like bait and switchThey didn't deliver what they advertiseIf we had been given the correct information we would have had all of the fees coveredThis is outrageousWe would like Fidelity held responsible for this and reimburse us the service call fees of $***
I started with this company about two years ago and it was going well until I had to use the company for warranty request I have had several issues starting from last year when the furnace was acting upIt ended up needing replacementThe company ordered wrong part, then wanted to charge $and change extra to "create space" for the ordered furnaceAfter several months of going back and forth about the extra charges they are trying to collect from me, I was giving up and wanted to just get the cash out option of very low price that they are offeringin the process the AC unit starts acting up and called for service request, then follow ups and every time I talk to a customer service repthey have different "notes" that they haveNow they want me to spend another $for the service request that was not resolved and I have to call several times to reach someoneI am working and I cannot keep taking time out of the schedule and keep calling them to be bounced around for answe
This company does not care about customer needs!!! They still have not fixed a existing kitchen repair, but still made me pay my service feeThey have hung up on me when I called to resolve this issueTheir supervisor never returned my call to resolve that issueNow, they dispatched a sheet rock company that will take a week to repair wall holes, that their plumber made in my bathroomPlease stay away from this companyThey have been rude, unhelpful, and inadequateIt's horrible that they can treat their customers like that
I am in total agreement with the negative reviews Average wait time on the phone was in excess of minutes each time I called The shortest was minutes the longest was one hour plus and I was then disconnected When the AC went out they said that the earliest they could get someone out was weeks in hot Sacramento Unacceptable I found numerous companies willing to send someone out that day and picked one who did the best they could to get us cooling My claim was denied since I didn't have permission to go outside their network After several calls and hours on hold I was finally told to call an outside vendor and have the vendor call them with a complete diagnosis The vendor tried to get them on their vendor line only to find the same issues I did I finally called the vendor line and after over minutes got to talk to someone who took all my information and said he would call the vendor A week later after I had not received a call back I called and after about minutes talked to someone who told me that based on the information the vendor provided they would reimburse me up to $ The repair actually cost over $4,so I am out of pocket a significant amount After getting other bids I went with my original choice for repairs FNHW claims that they can get the job done for half because their vendors get so much business but they were unwilling or unable to give me the name of more than one network vendor who would work with them I feel totally ripped off by FNHW Their customer service is the worst, hold times extremely long and they don't seem to care one bit about you as a customer [redacted] ***
I moved into a new house recently and was given a year of Fidelity Home WarrantyUpon moving into the house, we had a couple of issues- 1) Electrical not working right 2) Non-functioning toilet 3) Non-draining sinkAll of these issues were clearly covered under the warranty and not listed in my disclosures on the houseFidelity sent two workers out to us (an electrician and a plumber) and charged me $ [redacted] for each visitAll of my claims were denied through no fault of my own even though these issues are supposed to be covered under my contractIn speaking w/ a manager [redacted] (before being disconnected), she found technicalities around why each issue shouldn't be coveredThey were searching for any reason not to complete my service rather than trying to find a way to assist meMy request was that if they didn't want to do the work (Which I believe should be done under the contract), they should've at least refunded my service call fees of $ [redacted] eachThey were unwilling to do thisI
On November 8 I first contacted Fidelity National Home Warranty (FNHW) because the heater in my house malfunctioned. They sent out a service provider, [redacted] to assess the problem. The technician came out to the house and quickly diagnosed the problem, saying that the issue was a faulty part, so he changed the Capacitor in the system and was gone in 15 minutes. The following day, the heater failed again, so I called FNHW again to let them know. Since the first service provider was on vacation, they sent out a second service provider by the name of [redacted] . Their diagnosis was that the system was failing because the evaporated coils and blower motor needed to be cleaned, and this would run us over $***. They sent the service order to FNHW, and they denied the claim because it was a "maintenance" issue and not mechanical. Because the two service providers they sent contradicted themselves, we chose to have a 3rd HVAC tech come out to the house to give us a second opinion. T
I have an active home warranty contract with Fidelity National Home Warranty. I reported a central air conditioner outage on Tuesday 7/17/2018 per Fidelity's process. I paid the $ [redacted] fee. Fidelity states that their vendor should call within 2 days to schedule an appointment. When there was no contact from the vendor, I followed up with Fidelity. They provided me with the vendor phone to call directly. I have called the vendor and left several messages without any response to date. I have also followed up with Fidelity without response. I have called two other HVAC service companies and already have their estimates in hand.
Horrid customer service/support Recently purchased home, seller provided FNHW to cover appliances and HVAC Home inspector recommended getting HVAC full inspection ASAP That turned up a need to replace the furnace completely FNHW approved During installation, contractor discovered the AC evap coils were completely fouled beyond repair FNHW will cover, but will ONLY cover the newer R410A type My AC system is the older Rtype New coils will be incompatible with old compressor FNHW does not cover incompatibility...even when it is THEIR CONTRACT coverage causing the incompatibility So, now after weeks, multiple hours spent on HOLD waiting to speak with FNHW, with NO AC or heat (The furnace cannot be installed until the coils are replaced), I am resigned to the fact that I will have to pony up the addition $$$ to replace the AC compressor Honestly, what good is their warranty? None Don't buy or accept a warranty from this company
I've been waiting a week for Fidelity National Home Warranty to fix the A/C on my tenant's house I've called almost every day and they tell me that they are waiting for reports from the A/C company I call the A/C company and they stated that they already sent the reports Meanwhile, my tenant is very upset at me because it's mid summer in Phoenix and it's in the 100's I keep getting bounced back and forth between them and the A/C company But, Fidelity is ultimately responsibly to get the job done Every time I call in, it's over a minute wait to connect to an attendant Then they tell me that there are no notes in the system, but they promise to fix the problem But, they don't So I call back again, wait a half hoursame promises, but no action So, this week I get the paperwork to re-new the contract with them Hmmm, I don't think so
We purchased our home on July 2016 and paid for premium coverage with Fidelity Home Warranty. I have to say that this company is the worst home warranty. I called them about 3 times and all the contractors that they have are dishonest. They don't fix the problem and all Fidelity does is charge the $65 fee. They're just there to collect your money. It's better to call companies that has good reviews on yelp than calling them for repairs needed for your home. The worst is when I called for a roofer due to a leak when we have the big rainstorm in CA. I called them twice and roofer never even showed up. There was a leak leading to a major damage to our home so I checked yelp and called a roofer to fix the roof, I called the water restoration for mold issues which by the way costs me a lot to fix. When I complained about it to Fidelity, their response was that the roof is not covered when I'm sure that the roof was specifically added to my home warranty when we close escrow. I'm really disappointed with this company.
This home warrranty policy was purchased by the real estate agent and paid for through the closing of my home on July 28th, 2015. Termite damage was discovered a short time later, and a claim was filed. It was then denied due to a clerical error which was finally rectified and a partial payment of $189.40 for a $389.40 fee paid, was finally sent in November 2016. When this discrepency was questioned in January 2017, the first represnetative I spoke with was unclear from the file what the short payment was and gave me the authorization department number. At this number I spoke with a very rude representative named [redacted] where I was informed of a $200 fee specific to termite coverage of which I was previously uninformed in all the previous contacts regarding the claim. His rudeness in conjunction with what I felt was a change in what had been previously conveyed prompted me to ask for a supervisor. I was told he would not do so and when I asked for his last name, he refused to give
I have just gotten off the line after giving up waiting for someone to answer my call I waited nearly hours We have an active authorization and they have now told us that we have to pay when a 2nd person is required for the service This is not in our contract nor was it on our original sign up document I've [redacted] previously and they were so good Fidelity National Home Warranty is horrible to do business with...what a disappointmentI would never recommend them
The sub-zero fridge in our house sprung a leak two months into the warranty period on our new home (Fidelity National Home Warranty)After calling Fidelity, they initially assigned us to one provider who had a one star rating over timesI called to complain and we were switched to another Fidelity conspirator, [redacted] ***They sent out a repair guy who was entirely clueless and absolutely reeked of cigarettesIt was as if he just smoked a full pack in the truck before knocking on the doorWhen he came in to take a look, he proceeded to tell me that we did NOT have a water leak in the fridgeThis is despite the fact that the leak stopped when the valve to the water line to the fridge was turned offHe squirted some silicone in a corner and said if that did not fix it, then it would be an issue with the insulation, which true to the conspiratorial form between [redacted] ***and Fidelity, leads to a decision that future work is not cover
I am a service member and my family has been with Fidelity for 8+ years My parents are elderly and are also veteransSo integrity is extremely important for our family Their refrigerator went out different times in the past months Thats their medicine and food going bad each time the fridge goes out On the 5th time when the refrigerator went out, it was determined that the fridge was unrepairable....and now begins the ridiculous business practice of this company After calling Fidelity everyday for weeks straight trying to get a replacement refrigerator, I've have lost all respect and trust with this company YOU DO NOT TREAT PEOPLE LIKE THIS Fidelity has no integrity and truly does not care about its customers especially the elderly veterans
We are now going on day with no hot waterWe initially contacted Fidelity first thing in the morning Wednesday, April 11thOn Thursday April 12th my husband called them again to check on the status as we had heard nothingThey said it was put on hold because they needed some paperwork from us showing a receipt from a previous repair on the water heater that they did not coverWe immediately submitted the invoice and called to verify they had received itOn Friday, April 13th we called again to check on the status of our claim since once again we had received no communicationThey then informed us that they could not approve our claim since there was no spot on the invoice that clearly said the word “paid” even though it had the amount listed along with a discription of the work performed and a signatureIt was there contractor that we used and they should have called that contractor to verify if they had any questions as we can not be held responsible for how they write up the
I made a claim on my home warranty policy ( [redacted] ) they told me someone would contact me to replace a faulty sump pump under our house. During this time they cashed my $ [redacted] fee for service. Two weeks went by and somebody finally got in touch with me. This person came to my home, took one look at the sump pump and said they didn't do the work and left. I called back Fidelity the next day to request service again and again they assured me a technician would be in contact. Two more weeks have gone by and there has been nothing. I called them back today to request a full refund for my service fee of $**. I first talked to customer service who referred me to sales who then referred me to authorizations. Each person I talked to wanted a full explanation of my story. After explaining myself three different times to three different people, I was told they needed to contact the original person who came to my home to ask what their side of the story was and that only after hearing both sides then
We had an emergency situation on a Saturday with an extensive leak with the faucet filler to our poolWe have been with Fidelity since when purchasing our home paying our yearly contract fee and service fees promptlyThey left us holding the bag on this one - from the initial phone to their agent who placed the dispatch call on hold, to obtaining an out of network plumber on a Saturday as this was an emergency, to filling out all the extensive paperwork, to several follow up calls to Fidelity to receiving a generitic letter from Fidelity - to even offering to pay half of the $which we paid for the out of network company, to all the necessary paperwork and even sending a [redacted] package to Fidelity with all the pertinent information - to date we have not even had a replyThey never answer the phone, they tell me all the managers are in a meeting and all emails and paperwork go answeredI have had two conversations with a supervisor [redacted] who has done her best..I must say th
Terrible experience. Called on a Sunday to get the work set up. Easy enough work, should take any plumber less than an hour. I would've done the work myself up front but figured would pay the deductible and let someone else do it. Terrible decision. They assigned a plumber from a town 100 miles away (my town has hundreds of plumbers, so this was bad from the start). The assigned plumber finally got out there 12 days later. Upon arrival he figured out he didn't have the right equipment with him and would need to come back Monday. Monday comes around and I leave my important meeting to meet the plumber to find out on my way home that there's going to be an extra $95 because the toilet was going to have to be removed to snake the line, and that wasn't covered. Cancel the service because all in all this should be a $50 fix at most, and they're wanting $160. Total garbage. Do not choose this company as your home warranty company.