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Fidelity National Home Warranty

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Reviews Warranty Plans Fidelity National Home Warranty

Fidelity National Home Warranty Reviews (428)

Initial Business Response /* (1000, 6, 2015/06/04) */
FNHW values the trust each of our Contract Holders place in us to resolve their service request in a timely and professional mannerWhen this does not happen we review what went wrong and implement processes for improvement
Our
records show FNHW's authorization department assistant manager contacted you to advise FNHW has authorized the plumbing drain line in accordance with the terms and conditions of the ContractA check as cash in lieu of repairs *** arrive under separate cover within 7-business days
We appreciate you taking the time to provide us with your service experience, which in turn, gives FNHW the opportunity to improve the service we provide to our customers
Initial Consumer Rebuttal /* (2000, 8, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This resolves the matter

Initial Business Response /* (1000, 5, 2015/07/22) */
Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.com.Upon review of your complaint I understand that you are dissatisfied FNHW's denial to repair the air conditioner and you are requesting a
"cash out" to assist in repairs of the unitYour concerns are important to our Company; I appreciate the opportunity to respond
Our records show the start date of the Contract coverage upon close of escrow was June 26, Your request for service on the air conditioner "not draining properly" was received by FNHW three days later on June 29, As FNHW had not yet received funds from your escrow company for the warranty, verification of payment was required pursuant to the Terms of Coverage #5:
"Buyer's Coverage starts at the close of escrow and continues for one year provided the contract fee is paid at the close of escrowWhen the contract fee has not been received by FNHW, request for service *** be dispatched once contract payment can be verified by the closing agency and/or another source of contract payment is made (i.e., credit card)You must call for service prior to the expiration of this contract."
The independent service technician was dispatched the afternoon of July 1, once payment was verified as per the Contract's Terms of Coverage #1:
"Our assigned contractor *** then call the contract holder directly to schedule a mutually convenient appointment during business hoursFNHW *** determine what service requests constitute an emergency and *** make reasonable efforts to expedite emergency serviceThe contract holder is responsible for any additional fees, including overtime, for non-emergency services requested outside business hoursPlease call X-XXX-XXX-XXXX with any concerns regarding the contractor providing service or problems scheduling appointments."
The records do not show that FNHW was notified by you of any scheduling problems after dispatching
FNHW received the report from the independent service technician who inspected the system on July 9, He advised FNHW that he found the evaporative coil to be 90% clogged and the primary drain pan rusted throughIt is his professional opinion that the problem with the system is due to lack of maintenance which resulted in the coil being cloggedSubsequently, the cleaning of the coil was denied, supported by the Contract's Limits of Liability #5:
"FNHW *** not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Additionally, the rusted through condition of the primary drain pan shows that the unit was not in good working order when the coverage began three days prior to the service callTerms of Coverage #advises that FNHW provides coverage for items that are in good, safe working order at the start of the Contract Term:
"Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions *** be covered if, at the time coverage began, the defect or malfunction would not have been known to the buyer, seller, agent, or home inspector by a visual inspection and/or by operating the system or applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW."
Please accept my apologies for any confusion in regard to the basis of denial of the claimFor further consideration of coverage under the home warranty contract, you may submit your home inspection for review to our authorization department via email ***@fnf.com or via fax to XXX-XXX-XXXX

I have had Fidelity for the last three years with nothing but problemsShotty work everywhereIts overpriced and nothing is fixedI have a hole in my celiling, a sink that doesn't work and and hole in my drywall all from the people they hire to do the workAlso, even though I paid EXTRA for the A.Coption, they said it's not covered! I have two kids under 2! Worst company ever and I will warn everyone I know!!!

Initial Business Response /* (1000, 9, 2015/08/19) */
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that the technician found service needs at your home that were not covered by FNHWThe technician
reported the two air conditioning units required maintenanceThey also found on condensate drain for the unit in the attic has no trap installed, there are no registers installed in areas of the second floor, and the supply duct trunk to the second floor is not insulated
Maintenance, as well as missing parts are not covered by FNHW as per the Limits of Liability #section of the Contract: "FNHW *** not perform routine maintenance or cleaning." In addition, this section of the Contract states that; "FNHW is not responsible for repairs or replacement due to disassembled or missing parts."
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 customersWe hope that the value of this home warranty coverage *** 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 Business Response /* (1000, 5, 2014/11/24) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on November 7, Your concerns are important to our Company; I appreciate the opportunity to respond
I would
like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide superior customer service and allow our Contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisPer your Contract's Limits of Liability #3, "replacements will be of similar features, capacity and efficiency as the item being replacedFNHW is not responsible for matching brand, color and/or dimension." We understand that our Authorizations department has recently been in contact with you regarding your evaporative coil claimPlease know that FNHW is making every effort and is working diligently towards a complete resolution of your claimOnce resolution is reached, our Authorizations department will contact youThank you for taking the time to read this letter and for your patience during this claim processWe 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
Sincerely,
*** Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Okay this company is a joke we get a phone call saying that we will make up the difference so you can keep your Seer rating of Mind you they called us we didn't call them so we called back on Dec because we haven't heard from them about how much of the difference they said they are going to make upWell shocker shocker they said they aren't going to do anything now
And a Seer rating isn't a color, name, type or a brandIf you put a part that isn't ment for my machine it can't be rated at allThis comes from several different companies I had look at my machineOn top of that once FNHW puts this part in my machine it cause it to be mismatch and they won't warrarnty my unit after thatThat was from one of your rude reps on the one everyone we have talked to within your company is rudeI will stick with this claim being open until one of two things happens You make up the difference so I can fix my unit, I win my court claim or The Texas Attorney General makes this right which they are looking into this fraud company as we speak
So please tell again if you can't rate the machine due to the standard due to mismatch parts how is it Brand Shape Color like you quoted?
Final Business Response /* (4000, 11, 2014/12/17) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
You may use this as confirmation that a compatible Trane brand evaporative coil is available through one of our suppliers for replacementFNHW is offering two options to completely resolve your claim
Please note that Trane coils are not rated by SEERYou may have FNHW order and install a Trane evaporative coil; however you must return the previous check you accepted for $Once this check has been received in our office, FNHW will order your Trane coil and have the service vendor return for installationAs you previously advised, there is a possible cost for modifications for replacing your coilPer your Contract's Limits of Liability #section of the Contract, "FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications."
Or you may accept the cash in lieu difference in cost for FNHW to obtain a Trane evaporative coil in the amount of $(Please note cash in lieu has already been previously accepted making the total amount $1,172.65.) Per your Contract's Limits of Liability #11, "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."
FNHW has fully reviewed your claim and we believe this to be correctly processed under the terms and conditions of the ContractPlease contact our office or advise through the Revdex.com of your decisionThis is our final offer; FNHW has no further comment regarding this matter
Sincerely,
Customer Care Department
Fidelity National Home Warranty

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

Initial Business Response /* (1000, 5, 2014/08/26) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 20, Your concerns are important to our Company; I appreciate the opportunity to respond
I would
like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our company especially during times of high heatFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide superior customer service and allow our Contract holders to have peace of mind when dealing with repairs or replacements associated with owning a homeBy taking the time to bring this issue to our attention, you have given me the opportunity to consider what we can do to prevent similar situations from occurring again
Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisOur records show that FNHW authorized replacement of your air conditioning condensing unitOn August 25, we spoke to a representative from the service company at your property and she confirmed that they have the equipment ready are awaiting a call back from you to schedule an appointmentAt your earliest convenience, please contact them so they may install your condensing unit and your claim reach full resolution
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to 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
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response and your commitment to making improvements for your customers in the futureI need help now
You are correct RB Spencer did contact me but I could not be available for installation until today (8/29)because I used up all of my vacation and sick time to be available for the multiple appointments with the inadequate repair people you sent to finally be able to work with a reputable company who got to the root of the problem with the ACI was available last Saturday and RB Spencer was available to install but they stated Fidelity would not pay for installation to occur on the weekends
The techs arrived to install the unit and are unable to complete installation because the ac unit is damaged
My personal experience is days without ac in the summer causes a lack of sleep leading to health issues
Because I had no idea when the ac would be repaired I had to purchase a 15,BTU ac unit which cost $I cannot continue living in this house in this heat without an acI would like to submit that *** to Fidelity to be reimbursed for that costPlease send directions on how to complete that process
When can I expect to have the ac replaced? According to my records it took business days for Fidelity to ship the unit to RB SpencerHow long *** it take for Fidelity to ship another unit?
Final Business Response /* (4000, 9, 2014/09/12) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
Please accept our 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
Our records indicate that your new condenser was installed; however the technician advised that the roof jack is not centered over the furnace vent and a roof technician is needed to perform the repairThe Option for "Limited Roof Leak repair" coverage was not purchased for this Contract and per the "Heating System" of the Contract, vents are not covered; therefore to repair the roof jack for the furnace vent is not covered
We are very sorry for any inconveniences that you have experienced during this claim process and that we are not able to assist with the roof issuePlease know that FNHW does value you as a customer of our CompanyAs a gesture of customer service, please submit your paid invoice for the portable air conditioning unit you obtained for reimbursement to our Authorizations Department for further review to: ***@fnf.com or fax to XXX-XXX-XXXX
Sincerely,
*** Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good morning and thank you for your assistance to repair the central air conditionerI appreciate the reimbursement for the wall acAccording to Fidelity and RB Spencer the air coming out of the vents needs to be checked by a company that is out of the areaI have requested that appointmentThere is a state inspection before the work can be completedI would appreciate waiting to complete all aspects of the work prior to closing the case
I am disappointed to find out there is more work to complete regarding the roof jackThe RB spencer Tech did shut off the gas to the heater pending the roof jack being repaired
Thank you,
*** ***

Initial Business Response /* (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 *** not reimburse for lost wages or the annual contract feeThe $refund amount *** 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 *** be contacted by a representative of FNHW
Initial Consumer Rebuttal /* (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 /* (4000, 10, 2015/11/25) */
Pursuant to the previous statement, FNHW has reimbursed the $service fee but *** 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 *** 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: ***@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 *** 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 /* (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 *** 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 /* (1000, 5, 2015/12/21) */
The Company has reviewed your claim of June 9, Our records show that on or about June 13, 2015, the technician with PR Plumbing Heating & Air Inc("Vendor") recharged the refrigerant of your air conditioning equipmentLater that
day, you informed the Company that several hours after the technician completed this work the air conditioning equipment stopped cooling againA recall was dispatched to the Vendor and on June 17, 2015, the Company was advised by the Vendor that the air conditioning equipment was tripping the circuit breakerThe technician inspected the electrical wiring of the A/C condensing unit and installed a hard start ***A second recall claim was initiated on June 24, and on June 30, the Company was advised by the Vendor that the A/C condensing unit and evaporative coil required replacementThat same day, a Company representative contacted you and discussed the non-covered charges associated with these replacementsYou contended that the furnace should be replaced by the Company however you were informed that the furnace did not have a covered failure and therefore, the Company would not replace the furnace in accordance with the Limits of Liability #section of the Contract which states; "FNHW's liability is limited to failures due to wear and tear during the term of the contract."
You were informed that you may request a retail bid from the Vendor for the replacement of your furnace should you wish to contract with them directly for that replacement, however, our records indicate that your dispute of the Company's stance on the furnace replacement caused delays in the progression of the claimOn September 8, 2015, you spoke to a representative of the Company and again disputed the coverage of the furnace, at which time you were advised the Company maintained its position on the matter
Subsequent to this conversation and upon confirmation that you agreed to the non-covered charges for the air conditioning equipment replacements, the Company ordered the replacement equipment on September 8, 2015, in compliance with the most recent SEER requirementsAfter few weeks without any progress, the Company reached out to you on November 2, 2015, and you stated that you were waiting for a retail bid to be provided by the Vendor for the furnace replacementOn November 13, 2015, the Vendor advised they had attempted to contact you and were unable to reach youThis was again the case on November 17, 19, and 25, On December 8, 2015, you contacted the Company and advised the job was not completed and that you would like to move forwardThe Company then re-verified the equipment order and notified the Vendor of the updateAt this time, the Company understands that you still have not been in contact with vendor to schedule the installation of your replacement air conditioning equipment
It is the Company's opinion at this time that cash in lieu of replacement of your air conditioning equipment may be a more expeditious resolution of your claimShould you wish to proceed with the replacements with a vendor of your choosing, you may accept cash in lieu of replacement of your A/C condenser and evaporative coil in the amount of the Company's actual cost for your A/C condensing unit and evaporative coil replacement servicesShould you wish to discuss this option, please contact the Authorization Department at X-XXX-XXX-XXXX, option If you wish to continue with the replacements through the vendor then you may contact them at your convenience at (XXX) XXX-XXXX to schedule the installation
Additionally, you requested reimbursement for use of portable air conditioning units during this time in addition to a full refund of your contract premiumThe Company is unable to reimburse or issue a refund to you under the Terms and Conditions of the Home Warranty ContractIn regard to the portable air conditioning use, please refer to the Contract's Limits of Liability #section which states; "FNHW *** determine whether a covered item *** be repaired or replacedExcept as otherwise noted in this contract, replacements *** 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 *** not be responsible for delays that may occur in obtaining those parts."
In regard to your request for a refund of your contract premium, please review the Contract's Limits of Liability #section which provides; "This contract is non-cancelable, except for: (a) non-payment of contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of escrow does not occurIf this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW." Review of your contract shows the services performed in addition to the administrative fee which would be deducted from any refund exceeds the amount you paid for your Home Warranty contract, therefore, no refund would be due
Thank you for your business, we look forward to a continued service relationship with you

Initial Business Response /* (1000, 5, 2015/08/06) */
Upon review of your complaint FNHW understands that you are dissatisfied with the denial decision in regard to the failed dishwasher appliance in your homePlease be advised that each claim is processed under the terms and conditions of
the warranty and accepted or denied on that basis
Our records show the independent service contractor's appliance technician reported that the dishwasher touch panel and control board had shorted out due to cockroaches insideSubsequently, the claim was denied as per the Contract's Limits of Liability #5:
"FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW *** not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing."
Our authorization department representative notes the contract on July 14, that she advised you of the denial and a proof of repair was requested for future service coverage
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These GE Profile dishwashers have a common problem with the controllers and touchpads that has nothing to do with the alleged problem with roaches
***
I also never received a receipt from the repair company despite calling them and requesting oneOn top of that the repairman said the problem was with both the controller and the keypadI watched him do the repair and there is no way he tested both to determine the problem
I have since repair it myself at a cost of $for the parts
Final Business Response /* (4000, 9, 2015/08/24) */
We have reviewed our analysis of your dishwasher claim, and Fidelity National Home Warranty's (FNHW) position remains the sameYou may submit your own second opinion for review from a licensed appliance technician as per 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." You may submit this to our authorization department via fax XXX-XXX-XXXX or email ***@fnf.com
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already repaired the dishwasher myself at my expenseIt is not worth my time and expense to get a second opinion when the dishwasher has already been repaired and it is not possible to get a second opinion

Initial Business Response /* (1000, 5, 2015/08/18) */
FNHW operates with the best of intentions and deepest respect for all of our customersWe additionally keep these same thoughts in mind when selecting the companies with whom we work closely with to conduct business in a manner that
reflects our aspiration as a company
Our records show that you called our Service department in the evening of August 9, to request service for your air conditioning equipmentWe were unable to make contact with any of our service providers that night and offered the option to go outside of our network per the Terms of Coverage #of the ContractThis option was not utilized, and FNHW made contact with a service provider the following morning on August 10, The service provider serviced the system in the evening on August 10, He replaced capacitors on the air conditioner and reported that when the system came on, it resulted in a failure of the electrical disconnectFNHW dispatched to an electrician on August 10, and our records show the service was completed on August 11,
We hope that the true value of this home warranty coverage *** 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 Business Response /* (1000, 5, 2015/09/04) */
Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers
Our
records show that the contract term was suspended as the service fee was not collected prior to or at the time of service for the air conditioner pursuant to the Terms of Coverage #3, which advises:
"Service Trade Call Fee (fee): A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each *** require a separate service trade call feeThe fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointmentFailure to pay a fee *** result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage *** be reinstated for the remainder of the contract term."
In regard to the pest service, as Bees and Wasps are not listed as covered by the Contract and therefore Bees and Wasps are not covered as stated in the Pest Control section of the Contract:
Pest Control: "Roaches - ants (except Fire, Pharaoh and Carpenter varieties) - Silverfish - Black Widow spiders - earwigs - Brown Recluse spiders - millipedes - mice - crickets - ground beetles - centipedes - pillbugs - sowbugs - Clover Mites
Not Covered: Termites - fungus - wood-boring beetles - rats - any pests not specifically listed above as covered."
We appreciate you taking the time to provide your perspective of the service experience, which in turn, provides FNHW the opportunity to improve the service we provide to our customers

Initial Business Response /* (1000, 5, 2015/12/07) */
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
Each claim is processed under the terms
and conditions of the warranty contract and accepted or denied on that basisOur records show on November 5, the technician reported when he arrived on site that the water heater was disassembled/disconnectedPer the Limits of Liability #section of the Contract; "FNHW is not responsible for repairs or replacements due to disassembled or missing parts."
Should you have any additional questions or concerns in regards to this service, please do not hesitate to contact our Authorizations Department at XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not deny that the water heater was "disconnected." It was disconnected and removed because it was falling through the floorThis was a serious safety hazard that required immediate attention, regardless of what Fidelity's "terms and conditions" dictatedThe possibility of explosion or fire caused by a water heater falling on a gas line placed my life and my neighbors' lives in perilFidelity is using their "terms and conditions" as an excuse to find ways NOT to pay claims to customersI am one of those customers; I paid my insurance premiums promptly and I expect the services I paid for in returnMy policy covers the cost of a new water heater, and that is what I want
Final Business Response /* (4000, 9, 2015/12/21) */
The Company has reviewed your claim of November 5, and considers this claim to be correctly processed under the terms and conditions of the ContractIn regard to your contention that the conditions of the leaking water heater posed an immediate threat to your person and/or property, the Company maintains that alternate action could have been arranged to mitigate additional damages that would not invalidate the coverage provided by the Home Warranty contractThese alternate actions include but are not limited to: closing the main water supply to the home, draining the water heater tank, turning the circuit breaker for the water heater to the "off" position, and closing the gas supply valve at the water heaterThe Company stands by its decision regarding the denial of your water heater claim in accordance with the previously quoted Limits of Liability #section of the Contract
Final Consumer Response /* (4200, 11, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fidelity's proposed "alternate actions" are laughableEverything they suggested to "mitigate additional damages" was accomplished when the water heater was removedThe fact that it was in imminent danger of falling through the floor, with potentially hazardous results, is completely disregardedBeing a handicapped, single elderly woman, I acted in a manner that any reasonable prudent person wouldThat is, I immediately sought help to remedy a dangerous situationFidelity is merely hiding behind their "Limits of Liability" to avoid doing the right thing

The terms and conditions are written to protect them with very little that they actually cover I needed extensive cleaning of my AC evaporator coils, which they deemed is routine maintenance even though it requires dismantling and removal of a fair amount of the unit I have the Comprehensive Plus or whatever the plan is called There is routine maintenance that I agree should not be covered in their liability but the services that are needed to be performed here are not routineIf you had a preventive maintenance program and your coils got dirty you would still have to make a separate service call for them to remove and clean the coils They deem it maintenance, I deem it poor policy I am not renewing my contract with the company after this incident

Initial Business Response /* (1000, 5, 2014/12/12) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on November 30, Your concerns are important to our Company; I appreciate the opportunity to respond
I
would like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide superior customer service and allow our Contract holders to have peace of mind when dealing with repairs or replacements associated with owning a homeBy taking the time to bring this issue to our attention, you have given me the opportunity to consider what we can do to prevent similar situations from occurring again
We additionally keep these same thoughts in mind when selecting the companies with whom we work closely withRest assured your concerns were forwarded to our Vendors Relations Department manager to discuss directly with the company's ownerFNHW monitors all vendors for quality to ensure the utmost service is being provided to you
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that as of October 21, 2014, your mainline stoppage has been cleared
In regards to the service fee in conjunction with this service work order, please note as per your Contract's Terms of Coverage #3: "A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each will require a separate service trade call feeThe fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointmentFailure to pay a fee will result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage *** be reinstated for the remainder of the contract term." As a gesture of customer service, the service fee has been waived
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to 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
Sincerely,
*** Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a unique case, which I thinks falls out of what is there in contractI don't see the contract stating that
"The technician could be arrogant/unprofessional, speak any language he wants"This is a case where I refused serviceI expected a better customer service from FidelityOne of my concern which I explained to the Superior, is that, this is not just me, the company/technician who was unprofessional, could repeat it with more customersI was helping Fidelity with my time/feedbackWhich all of your supervisors/managers failed to understand/acknowledge
I think sharing the contract terms again as a response to Revdex.com complaint is not appropriate in this context
There are few companies like Amazon, who put customers firstWell, now I am 100% faithful customer of Amazon, I have done great amount of business with themWe have established a "Trust"
Unlike Fidelity which is still pointing out the contract to me
At this point, $service fee is of my least concern, it the way Fidelity believed in a Third party unprofessional technician & ignored my concerns
Final Business Response /* (4000, 9, 2014/12/22) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
Please accept our apologies for the manner in which you felt you were treated as a customer of our CompanyAs you were advised in our previous letter, our Vendor Relations manager *** address your concerns with the service company's ownerFNHW monitors all vendors for quality to ensure the utmost service is being provided to youPlease also note that the service fee payment is paid to FNHW from the service technician
We understand that you are no longer experiencing a plumbing stoppage at your property
It is our hope that the value of this home warranty coverage *** continue to be beneficial as FNHW aims to provide the highest levels of service to youWe value your business and look forward to a continued service relationship with youThank you for taking the time to read this letter
Sincerely,
*** Department
Fidelity National Home Warranty
Final Consumer Response /* (2000, 11, 2014/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/09/15) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on September 10, Your concerns are important to our Company; I appreciate the opportunity to respond
I
would like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide superior customer service and allow our Contract holders to have peace of mind when dealing with repairs or replacements associated with owning a homeBy taking the time to bring this issue to our attention, you have given me the opportunity to consider what we can do to prevent similar situations from occurring again
We additionally keep these same thoughts in mind when selecting the companies with whom we work closely withRest assured your concerns were forwarded to our Vendors Relations Department manager to discuss directly with the company's ownerFNHW monitors all vendors for quality to ensure the utmost service is being provided to you
Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show you spoke to an Assistant Manager in our Authorization department who send a second opinion service vendor to re-evaluate your microwave failureOur records show this technician found the magnetron for your microwave failed and needed to be replacedYou requested repairs to be performed and as of August 24, 2014, FNHW shows these as completed
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to 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
Sincerely,
Customer Care Department
Fidelity National Home Warranty

I have been with Fidelity National Home Warranty since April 2012, almost years now From my three years experience, I would like to give positive reviews here They are very responsive and professional, and the contractors they sent were all great All the minor issues were promptly fixed When a dishwasher broke, a contractor found an issue and sent his estimate cost of repair to Fidelity National Home Warranty The company decided to give me either cash or replace the dishwasher I researched dishwasher online and selected it by myself The whole process was easy and smooth I've never had any single issues with the company for three years and am very satisfied with their business I highly recommend this company

Initial Business Response /* (1000, 6, 2015/06/25) */
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 companyUpon review of the file and your complaint, your concerns were forwarded to our vendor relations area managerOur records show he has dispatched the work order to a different pest control company in your area
When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedPlease accept my sincere apologies on behalf of FNHW for your inconveniences in the claim process for your Termite claimAs a gesture of customer service, FNHW has waived the service fee associated with the claimWe value your business and look forward to a continued service relationship with you
Initial Consumer Rebuttal /* (2000, 8, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The new pest control company knows what they are doingThey explained everything in great detail and I *** definitely keep their card for any future bug concerns:-) Thank you Fidelity for switching companies

Initial Business Response /* (1000, 5, 2014/07/21) */
This letter is in response to your recent correspondence through the Revdex.com; a copy of which we received on July 14, Your concerns are important to our Company; I appreciate the opportunity to respond
Each claim
is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records indicate you spoke to an assistant manager in our Authorizations department on July 16, in an attempt to resolve your air conditioning claimYou may use this letter as confirmation that FNHW has contacted the service vendor and he has agreed to lower the non-covered charges pricing by $for your heat pump package unit replacement
Please accept our 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 customersAs a gesture of customer service, FNHW has also offered to pay $toward the non-covered chargesOur records show the heat pump package unit has been ordered and once ready for pickup, you will be contacted by the service vendor to schedule an appointment for the installation
We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to 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
Sincerely,
Customer Care Department
Fidelity National Home Warranty
Initial Consumer Rebuttal /* (3000, 7, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A manager called me last week and was very politeHe explained to me Fidelity's positionAlthough we disagreed on who is responsible to pay for the curb and sheet metal, we did come to a mutual agreementHowever, Fidelity has now neglected to follow through with getting our AC replacement scheduledI was told last Wednesday (July 16th) that someone from Total Technical Services would be contacting me to set up an appointment within a day or twoIt is now Tuesday, July days! We have gone without AC for almost months and this company DOES NOT CAREAs I understand it, there are legal limits to how long you have to have someone call to set up an appointmentThis is ridiculousFidelity has ONCE AGAIN not called back and taken care of this
We are NOT satisfied and DO NOT ACCEPT their response
Final Business Response /* (4000, 9, 2014/07/28) */
Fidelity National Home Warranty (FNHW) is in receipt of your rebuttal letter to the Revdex.com
On behalf of FNHW, please accept my sincere apologies for any inconveniences that you and your family have experienced during this claim processOur records show that an appointment for installation has been set for July 30, between 10:am to 12:pm
Should you have any additional questions or concerns do not hesitate to contact us
Sincerely,
*** Department
Fidelity National Home Warranty
Final Consumer Response /* (4200, 11, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have an appointment set for July 30thPlease note that this service request was started on June 10thThe fact that is has taken days to get an appointment to complete the necessary repairs is unacceptableThis situation was not handled professionally or with ***We are extremely unhappy with Fidelity and are sure to make that known to others, so that they do not end up in the same situation we have been indays without air conditioning, when it is over degrees outside and we have children is unsafe
Furthermore, it was disappointing to see that once we thought we had a solution, Fidelity did not follow through on their LEGAL responsibilities to have a service provider contact us within the hour window
No, we DO NOT accept the proposed resolution of an apology

Initial Business Response /* (1000, 5, 2015/06/08) */
The records show that there was a leak at the faucet in the kitchen November of when you first called for serviceIt was the plumber's professional opinion that leak from the body of the kitchen faucet and the tub spout was due to
the high water pressure of psi at the home at the time of serviceSubsequently, the Claim was denied based on the terms and conditions of the ContractThe FNHW authorizer notes in the claim file that he advised you the secondary damage due to the leak was not covered
FNHW was not contacted by you until March 19, 2015, over four months later when you advised that there was a "different leak" and that you needed serviceUpon service the technician found that the same kitchen faucet has continued to leak and consequently water damage has occurred in the kitchen
While the dispatched plumber was on site, March 24, at 1:pm you spoke to our representative in the Authorization department and advised that there is a water pressure regulator; therefore, the first technician misdiagnosed the failure when out in November
The plumbing advised the was a new pressure regulator installed at the home, which believed to have been installed within to days prior to his arrival, and he found the water pressure was psi at the time of serviceHe fixed the p-trap seal for a leak under the sink at the master bathroom sink drain pipe, the tub diverter valve, and he advised that the kitchen faucet was leaking from a hole at the spoutFNHW applied coverage accordinglyBased on the findings that there was a hole in the faucet cash in lieu for the faucet replacement was offered at $
While we appreciate the water damage was found in the kitchen, the FNHW Contract is not responsible for the repairs of this damage as supported in Contract's Limits of Liability #6:
"FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties."
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
I understand that Fidelity doesn't repair secondary damagesBut I feel if my faucet was fixed the first time in November I wouldn't have any secondary damages to my kitchen because of a misdiagnosisAnd all I want is for my kitchen to be back in working order

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Address: PO Box 7606, San Francisco, California, United States, 94120-7606

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