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
On April 22, 2018, I contacted Fidelity National Home Warranty regarding the overflow of an upstairs toilet resulting in $*** in damages and $*** in supporting servicesOn April 23,2018, Fidelity National Home Warranty dispatched *** *** of *** *** *** to our home to determine what the cause was to incur said damagesThe plumber with *** *** only investigated the operation of the toilet and did nothing to inspect the plumbing as to what may have caused this toilet to overflow and continue to run for at least 10-minutesI questioned him about running a plumbers snake or investigating the exterior plumbing cleanout for something that could have cased this problemOther than flush the toilet for close to minutes, with and without toilet paper, he determined there was nothing wrong with the operation of the toilet and therefore, Fidelity National Home Warranty would not authorize the replacement of the toiletI was told I could get a 2nd opinion, which I did
This is a company that sent a service call company twice to my home ( STEINOCHER HEATING AND AIR) which did not remedy my appliance issues and I still have to pay a service fee to have two appliances with NO solution made to fix themI have paid into an ENHANCED plan as a new home owner thinking I would be protect from mishaps and break downs, that plan cost me close to for just one year of coverageSo far ALL I have had was FRUSTRATIONI received a call in regards to one of my appliances from fidelity and I got was and extremely RUDE Representative telling me because of the write up from the service call, my appliance could and will not be fixedWhat is the point of paying $a year plus a SERVICE CALL FEE to be told YOU WILL NOT BE HELP IR YOUR ISSUE FIXED
I filed a claim with Fidelity National Home Warranty on 7/because our Washer was leakingThey sent a service person out days later who looked a the unit and said they were not authorized to work on this type of unitI called Fidelity and they said they would send someone else outIt took another week and this person said they it had a few problems and they needed to file a report and let Fidelity decide what to doI did not hear back from Fidelity about what action would take place next, after repeated calls and being on hold for an average of 50minutes per call, I was told they needed to wait for the report to be filedIt took a full week to hear back and upon hearing back they offered the option of a replacement unit of cashThe cash was a fraction of the amount of the cost of the unit but they said that was all they would offer, so I chose to get a replacement unit, however, they had offered the wrong size so I needed to fix that issue with themFinally I agreed to the u
Pool contractor sent by Fidelity Home Warranty to repair a pool pump issue performed an illegal workFidelity Home Warranty was informed within weeks after the installation and said I should deal directly with the pool companyWhen the pool company stopped responding to my inquires, I contacted Fidelity Home Warranty againAfter spending hours on hold, they always say they need to reach out to the pool company and will call me back within hoursThey never call you backYou have to call them and wait another hour on holdI spoke with them times in the last month and they made no effort to resolve the issue
My garage door would not open and was serviced on August 1, I paid the contractor the $service fee at the time of repairThe technician indicated my garage door probably needed new springs and was uncertain if what he did (tightened a loose connection) would permanently fix the problem and said the springs probably need to be replaced (but didn't replace them)Ten minutes after the technician left, my garage door would not open againI immediately called Fidelity National Home Warranty and scheduled another appointmentThe same company returned on August 6, and replaced the springs (not covered by the warranty)I am now being assessed a $service fee for the 2nd visitHowever, I should not have to pay this as it was a repeat visit for the exact same issueOn August 20, 2018, I spoke to a customer service representative who transferred me to an authorizations' representativeWhen the authorizations rep could not waive the 2nd $fee, I requested to be transferre
Paid $** service fee on 5/for service performed on 5/Toilet was overflowing every other dayPlumber indicated new toilet was needed but cleared the backupCompany did not authorize replacementToilet back up occurred again after two days, so a “callback” scheduled per the terms of the contractPlumber cleared the back up again and indicated again that a new toilet was needed or the problem would continue to occurCompany is now billing me for an additional $** and has suspended my account even though the original problem was never repairedThe plumber indicated a new toilet was needed but company refused to approve the repairI purchased a new toilet and paid all fees out of pocket for toilet and the installationBut the company wants Additional fees when the problem was never fixedEach time I contact the company I am placed on hold for over an hour and transferred from department to department with each transfer comes an additional extremely long hold/wait time
On November 28, I filed a claim under Service Work Order Number ### under Contract Number ### for a “plumbing pipe leak / plumbing stoppage” and I paid the $fee online*** *** was sent to the house December 1, and cleared a clog in the upstairs toilet, but did not address the leaking waste line which was the cause of the sewer back upOn December 13, I again contacted Fidelity regarding Service Work Order Number ### asking for replacement of the leaking sewer pipeI had *** *** ***do a video inspection of the sewer line and they found tree roots had clogged the pipe due to a leak in the sewer pipeFidelity had** *** *** come out January 6, and do their own video inspectionThe following day I received a call from *** representing himself as working for Fidelity but who refused to give his full nameHe stated that they were refusing my claim for replacement of the leaking pipeI contracted with a worker to remove all of t
Concerning Fidelity National Home Warranty purchased for new houseNegative review * * *** was sent out to fix an upstairs leak on or around 8/22/An amount was agreed to on the phone with Fidelity to close the ticketAbout a week and a half or two weeks after cashing the check, Fidelity wanted to recover some of that moneyThey did not want to stand behind their claims person that handled the claimDishwasher repairFidelity sent out a technicianA fuse was blown and a power surge was blamedThe fuse was replacedThe repair guy was rude to usAbout a day later it went out againAnother more qualified tech from Sears came out after repeated phone calls to Fidelity and replaced the wiring that caused the fuse to blowIt has not had a problem since 8/29/Fidelity tried to get out cheaplyStand alone spaThe first tech that came out did not know how to work on itHe only turned it off from power supplyTwo weeks later after many phone calls to Fidelity,
I contacted Fidelity Home Warranty about my water heater which is having issuesThey sent out a technician who was in my house for less than a minute, glanced at the water heater and then left saying that he couldn't do anythingI then received a bill for *** which I refuse to pay as I have not received any type of serviceI attempted to call Fidelity to cancel my home warranty and take the $** out of my refund (the home warranty extends to 7/so I am owed the pro rated amount)I have been on hold with Fidelity for over minutes on the phone at this point and they do not respond to my messages sent through their websiteThis is my last resort in attempting to correct this issue
I have dealt with several home warranty companies over the years and this company has been by far the worst experience I have hadI would NEVER USE THEM AGAIN I have called repeatedly to correct a service fee issue for an issue that they ended up sending out the same HVAC contractor out three times and the only thing I saw them do is collect service fees THey were supposed to have their dispute resolution group contact me on separate occasions and I NEVER received a call On this third visit, I again paid the service fee and they are now sending me a invoice saying the service fee is unpaid and due I have a copy of the cancelled check Again, NEVER again There are too many reputable companies out there for me to do business with this company again
Whenever I call I’m on hold for an hour plusIt’s been almost two months now that I have been trying to get Fidelity to fix the same problem with my pool equipmentWe are now on the third companyI was assured I would not be charged for the second company who came outHowever Fidelity has improperly charged me another $** service call for this visit
This is a home warranty companyOur AC unit has been out for more than a weekWe called FNHW right away for helpIt took days for the contractor to come and look at the unitHe agreed that the compressor was broken and needed to be replacedHe left without fixing the problemWe called back the same dayThe house will not cool below degrees at this pointThey came out again - and said that they would immediately tell FNHW that the compressor was brokenWhen I followed up with FHNW they said that they have not received a reportI have three small childrenOne of which has heart and respiratory illnessMy children are up, sweating and in tears because they cannot sleep because it is too hotThis is unacceptablePlease help
June 18th filed complaint on broken AC, in ***Call from AC repair company Monday, not available until Wednesday, June 21stCompressor blownRepair tech says warranty company has to approve repairsCall Thursday and Friday, repair company is having issues with contacting warranty company, warranty company says they haven't received pricing from repair companyCall on Friday warranty company admits to having downed phone lines for several daysThen informed once the price is given, it takes 3-days to get through procurement and orderedThen takes a few more days for shipping then needs to schedule installThey can rush it thru procurement to save daysThis puts the estimated install date on Monday, July 3rd, if that is missed, the 5th! weeks without AC in *** in June-JulyAfter calling about canceling the contract the rep hung up on meWarranty cost was over dollars, and I'm going to have to get a hotel roomI could have this repaired same day and been out less
Charge me "service fee" but then claim the call was "cancelled" at the serviceman's fancy (unknown to me!), and I need to pay again(?!) Do not provide service as stipulated in the contract, only try to set me up for paying moreThe story: I had a reasonable service last year, and renewed for this yearThis year the same garage door opener that was presumably "FIXED" last year (by a service chosen and contracted by Fidelity) breaks againFine, I pay the service fee again and "*** *** ***" comes and replaces the entire unitHowever, two weeks later I discover they did not finish the job: they did not reconnect the stationary keypad and I cannot open the door from outside without a remote! Well, this is still within the warranty period, I call Fidelity, they have the "*** *** ***" call me backThe dispatcher says I can try fixing the keypad myself and gives me a number of presumably the technician who will guide me through the processThe dispatcher assures me if I cannot fi
We purchased our home after having a clear inspection performed by the home inspectorUpon closing we moved in to our new home July 15, I tried to use the oven several times but it seemed to have a hinge that would not work correctly and would not maintain the correct temperatureI phoned Fidelity home warranty and asked that a service tech come out and take a lookI was told I had to give a credit card number in order to dispatch someone to come outI paid my per contract and received a call from a service techThe service tech arrived in a plain white van without a company name or identifier, he came to my door without a uniform and when I asked for a business card I was told that he does not carry themThe service tech opened and closed my oven and checked the temperature and said there was a problem with the way it sealed and it looked as though the frame might be bentI asked what the next step was and he said that the warranty company would be in touchI aske
Fidelity National Home Warranty, is running a business base on deceiving practices, the Home warranty that they offer provide a wide coverage on almost every aspect that may need repairs or replace on any home in USABut here is the catch: if the repair cost more than what the company wants to pay they decline the coverage, if the repair involve an old equipment that it reaches the end of their service life, they will decline the coverage base on made up excuses like it was a preexisting condition, or the repair is not part of the coverage, the damage part on the equipment is not covered by us, etcI have a problem with my fresh water pipes in the house that are old and some of them are showing traces of past leaks that has sealed by them self by the natural mineral sediments on the waterWhen I called and informed the home warranty that they are some visible leaks and the pipe needs a repairs they immediately acknowledge the situation, they asked for specific details and they make
First of all as I'm writing this review still on holdJust FYI this is with this company and then you get placed on hold for even longer while they are checking up on what ever it isTwo days ago I was on hold to put a claim in and when they answered they hung up on me then waited another minutes, I was on the phone for a total of almost hoursThen they send a shady and lazy guy that acted like he did not want to come into work todayTells my husband that he has to call to see if this thing with the AC is covered and says it's going to be a wait that we can cut him a check for $*** to patch it up but if not he has to go my husband of course says no we paid our $** deductible and no work was doneSo as I write this please really take these complaints seriouslyReally do your homework and look at ratings and complaintsAlso look at what they really coverThey may say they cover AC but it really is just the AC unit itself for the most part is what we've been toldI'm off the phone and nothing was taken care of he said he will call dispatch to send someone else outThat was it! The worst home warranty company we have hadThey clearly get a F- if I could give them a no star I would
I purchased my home on 3/7/and decided to purchase a home warranty plan through this companyA total of $was paid for the contractOn 3/27/18, I had an issue with the plumbing in my spare bathroomI submitted a service request for repairs and this company sent out a plumber days laterI was told the repair could not be covered under my warranty due to it being a pre-existing conditionI explained there was no way I would have known this was a pre-existing conditionI further explained there was no way I would have known it was a pre-existing condition due to it being behind the wallI also informed them it was not noted in the inspection report conducted prior to the purchase of the homeThey asked me to upload the report and further review would be conductedI uploaded on 3/30/and as of 4/4/I have not heard a response from them as to a resolutionOn 4/4/I signed into my account online to check status of my request and it states the warranty had been cancell
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
On April 22, 2018, I contacted Fidelity National Home Warranty regarding the overflow of an upstairs toilet resulting in $*** in damages and $*** in supporting servicesOn April 23,2018, Fidelity National Home Warranty dispatched *** *** of *** *** *** to our home to determine what the cause was to incur said damagesThe plumber with *** *** only investigated the operation of the toilet and did nothing to inspect the plumbing as to what may have caused this toilet to overflow and continue to run for at least 10-minutesI questioned him about running a plumbers snake or investigating the exterior plumbing cleanout for something that could have cased this problemOther than flush the toilet for close to minutes, with and without toilet paper, he determined there was nothing wrong with the operation of the toilet and therefore, Fidelity National Home Warranty would not authorize the replacement of the toiletI was told I could get a 2nd opinion, which I did
This is a company that sent a service call company twice to my home ( STEINOCHER HEATING AND AIR) which did not remedy my appliance issues and I still have to pay a service fee to have two appliances with NO solution made to fix themI have paid into an ENHANCED plan as a new home owner thinking I would be protect from mishaps and break downs, that plan cost me close to for just one year of coverageSo far ALL I have had was FRUSTRATIONI received a call in regards to one of my appliances from fidelity and I got was and extremely RUDE Representative telling me because of the write up from the service call, my appliance could and will not be fixedWhat is the point of paying $a year plus a SERVICE CALL FEE to be told YOU WILL NOT BE HELP IR YOUR ISSUE FIXED
I filed a claim with Fidelity National Home Warranty on 7/because our Washer was leakingThey sent a service person out days later who looked a the unit and said they were not authorized to work on this type of unitI called Fidelity and they said they would send someone else outIt took another week and this person said they it had a few problems and they needed to file a report and let Fidelity decide what to doI did not hear back from Fidelity about what action would take place next, after repeated calls and being on hold for an average of 50minutes per call, I was told they needed to wait for the report to be filedIt took a full week to hear back and upon hearing back they offered the option of a replacement unit of cashThe cash was a fraction of the amount of the cost of the unit but they said that was all they would offer, so I chose to get a replacement unit, however, they had offered the wrong size so I needed to fix that issue with themFinally I agreed to the u
Pool contractor sent by Fidelity Home Warranty to repair a pool pump issue performed an illegal workFidelity Home Warranty was informed within weeks after the installation and said I should deal directly with the pool companyWhen the pool company stopped responding to my inquires, I contacted Fidelity Home Warranty againAfter spending hours on hold, they always say they need to reach out to the pool company and will call me back within hoursThey never call you backYou have to call them and wait another hour on holdI spoke with them times in the last month and they made no effort to resolve the issue
My garage door would not open and was serviced on August 1, I paid the contractor the $service fee at the time of repairThe technician indicated my garage door probably needed new springs and was uncertain if what he did (tightened a loose connection) would permanently fix the problem and said the springs probably need to be replaced (but didn't replace them)Ten minutes after the technician left, my garage door would not open againI immediately called Fidelity National Home Warranty and scheduled another appointmentThe same company returned on August 6, and replaced the springs (not covered by the warranty)I am now being assessed a $service fee for the 2nd visitHowever, I should not have to pay this as it was a repeat visit for the exact same issueOn August 20, 2018, I spoke to a customer service representative who transferred me to an authorizations' representativeWhen the authorizations rep could not waive the 2nd $fee, I requested to be transferre
Paid $** service fee on 5/for service performed on 5/Toilet was overflowing every other dayPlumber indicated new toilet was needed but cleared the backupCompany did not authorize replacementToilet back up occurred again after two days, so a “callback” scheduled per the terms of the contractPlumber cleared the back up again and indicated again that a new toilet was needed or the problem would continue to occurCompany is now billing me for an additional $** and has suspended my account even though the original problem was never repairedThe plumber indicated a new toilet was needed but company refused to approve the repairI purchased a new toilet and paid all fees out of pocket for toilet and the installationBut the company wants Additional fees when the problem was never fixedEach time I contact the company I am placed on hold for over an hour and transferred from department to department with each transfer comes an additional extremely long hold/wait time
On November 28, I filed a claim under Service Work Order Number ### under Contract Number ### for a “plumbing pipe leak / plumbing stoppage” and I paid the $fee online*** *** was sent to the house December 1, and cleared a clog in the upstairs toilet, but did not address the leaking waste line which was the cause of the sewer back upOn December 13, I again contacted Fidelity regarding Service Work Order Number ### asking for replacement of the leaking sewer pipeI had *** *** ***do a video inspection of the sewer line and they found tree roots had clogged the pipe due to a leak in the sewer pipeFidelity had** *** *** come out January 6, and do their own video inspectionThe following day I received a call from *** representing himself as working for Fidelity but who refused to give his full nameHe stated that they were refusing my claim for replacement of the leaking pipeI contracted with a worker to remove all of t
Concerning Fidelity National Home Warranty purchased for new houseNegative review * * *** was sent out to fix an upstairs leak on or around 8/22/An amount was agreed to on the phone with Fidelity to close the ticketAbout a week and a half or two weeks after cashing the check, Fidelity wanted to recover some of that moneyThey did not want to stand behind their claims person that handled the claimDishwasher repairFidelity sent out a technicianA fuse was blown and a power surge was blamedThe fuse was replacedThe repair guy was rude to usAbout a day later it went out againAnother more qualified tech from Sears came out after repeated phone calls to Fidelity and replaced the wiring that caused the fuse to blowIt has not had a problem since 8/29/Fidelity tried to get out cheaplyStand alone spaThe first tech that came out did not know how to work on itHe only turned it off from power supplyTwo weeks later after many phone calls to Fidelity,
I contacted Fidelity Home Warranty about my water heater which is having issuesThey sent out a technician who was in my house for less than a minute, glanced at the water heater and then left saying that he couldn't do anythingI then received a bill for *** which I refuse to pay as I have not received any type of serviceI attempted to call Fidelity to cancel my home warranty and take the $** out of my refund (the home warranty extends to 7/so I am owed the pro rated amount)I have been on hold with Fidelity for over minutes on the phone at this point and they do not respond to my messages sent through their websiteThis is my last resort in attempting to correct this issue
I have dealt with several home warranty companies over the years and this company has been by far the worst experience I have hadI would NEVER USE THEM AGAIN I have called repeatedly to correct a service fee issue for an issue that they ended up sending out the same HVAC contractor out three times and the only thing I saw them do is collect service fees THey were supposed to have their dispute resolution group contact me on separate occasions and I NEVER received a call On this third visit, I again paid the service fee and they are now sending me a invoice saying the service fee is unpaid and due I have a copy of the cancelled check Again, NEVER again There are too many reputable companies out there for me to do business with this company again
Whenever I call I’m on hold for an hour plusIt’s been almost two months now that I have been trying to get Fidelity to fix the same problem with my pool equipmentWe are now on the third companyI was assured I would not be charged for the second company who came outHowever Fidelity has improperly charged me another $** service call for this visit
This is a home warranty companyOur AC unit has been out for more than a weekWe called FNHW right away for helpIt took days for the contractor to come and look at the unitHe agreed that the compressor was broken and needed to be replacedHe left without fixing the problemWe called back the same dayThe house will not cool below degrees at this pointThey came out again - and said that they would immediately tell FNHW that the compressor was brokenWhen I followed up with FHNW they said that they have not received a reportI have three small childrenOne of which has heart and respiratory illnessMy children are up, sweating and in tears because they cannot sleep because it is too hotThis is unacceptablePlease help
June 18th filed complaint on broken AC, in ***Call from AC repair company Monday, not available until Wednesday, June 21stCompressor blownRepair tech says warranty company has to approve repairsCall Thursday and Friday, repair company is having issues with contacting warranty company, warranty company says they haven't received pricing from repair companyCall on Friday warranty company admits to having downed phone lines for several daysThen informed once the price is given, it takes 3-days to get through procurement and orderedThen takes a few more days for shipping then needs to schedule installThey can rush it thru procurement to save daysThis puts the estimated install date on Monday, July 3rd, if that is missed, the 5th! weeks without AC in *** in June-JulyAfter calling about canceling the contract the rep hung up on meWarranty cost was over dollars, and I'm going to have to get a hotel roomI could have this repaired same day and been out less
Charge me "service fee" but then claim the call was "cancelled" at the serviceman's fancy (unknown to me!), and I need to pay again(?!) Do not provide service as stipulated in the contract, only try to set me up for paying moreThe story: I had a reasonable service last year, and renewed for this yearThis year the same garage door opener that was presumably "FIXED" last year (by a service chosen and contracted by Fidelity) breaks againFine, I pay the service fee again and "*** *** ***" comes and replaces the entire unitHowever, two weeks later I discover they did not finish the job: they did not reconnect the stationary keypad and I cannot open the door from outside without a remote! Well, this is still within the warranty period, I call Fidelity, they have the "*** *** ***" call me backThe dispatcher says I can try fixing the keypad myself and gives me a number of presumably the technician who will guide me through the processThe dispatcher assures me if I cannot fi
We purchased our home after having a clear inspection performed by the home inspectorUpon closing we moved in to our new home July 15, I tried to use the oven several times but it seemed to have a hinge that would not work correctly and would not maintain the correct temperatureI phoned Fidelity home warranty and asked that a service tech come out and take a lookI was told I had to give a credit card number in order to dispatch someone to come outI paid my per contract and received a call from a service techThe service tech arrived in a plain white van without a company name or identifier, he came to my door without a uniform and when I asked for a business card I was told that he does not carry themThe service tech opened and closed my oven and checked the temperature and said there was a problem with the way it sealed and it looked as though the frame might be bentI asked what the next step was and he said that the warranty company would be in touchI aske
They refuse to repair appliances that are covered under warranty
Fidelity National Home Warranty, is running a business base on deceiving practices, the Home warranty that they offer provide a wide coverage on almost every aspect that may need repairs or replace on any home in USABut here is the catch: if the repair cost more than what the company wants to pay they decline the coverage, if the repair involve an old equipment that it reaches the end of their service life, they will decline the coverage base on made up excuses like it was a preexisting condition, or the repair is not part of the coverage, the damage part on the equipment is not covered by us, etcI have a problem with my fresh water pipes in the house that are old and some of them are showing traces of past leaks that has sealed by them self by the natural mineral sediments on the waterWhen I called and informed the home warranty that they are some visible leaks and the pipe needs a repairs they immediately acknowledge the situation, they asked for specific details and they make
First of all as I'm writing this review still on holdJust FYI this is with this company and then you get placed on hold for even longer while they are checking up on what ever it isTwo days ago I was on hold to put a claim in and when they answered they hung up on me then waited another minutes, I was on the phone for a total of almost hoursThen they send a shady and lazy guy that acted like he did not want to come into work todayTells my husband that he has to call to see if this thing with the AC is covered and says it's going to be a wait that we can cut him a check for $*** to patch it up but if not he has to go my husband of course says no we paid our $** deductible and no work was doneSo as I write this please really take these complaints seriouslyReally do your homework and look at ratings and complaintsAlso look at what they really coverThey may say they cover AC but it really is just the AC unit itself for the most part is what we've been toldI'm off the phone and nothing was taken care of he said he will call dispatch to send someone else outThat was it! The worst home warranty company we have hadThey clearly get a F- if I could give them a no star I would
I purchased my home on 3/7/and decided to purchase a home warranty plan through this companyA total of $was paid for the contractOn 3/27/18, I had an issue with the plumbing in my spare bathroomI submitted a service request for repairs and this company sent out a plumber days laterI was told the repair could not be covered under my warranty due to it being a pre-existing conditionI explained there was no way I would have known this was a pre-existing conditionI further explained there was no way I would have known it was a pre-existing condition due to it being behind the wallI also informed them it was not noted in the inspection report conducted prior to the purchase of the homeThey asked me to upload the report and further review would be conductedI uploaded on 3/30/and as of 4/4/I have not heard a response from them as to a resolutionOn 4/4/I signed into my account online to check status of my request and it states the warranty had been cancell