Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease refer to the Company’s letters dated September 1, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 7, 2016/01/07) */ As discussed, your concerns are very important to our CompanyThe Company really appreciates the opportunity to service and respond to your claimWe understand you are disputing the non-covered costs associated with the replacement of your A/C Condensing unit and Air HandlerOur records show the costs you are responsible for consist of: (1) code upgrades in excess of the $aggregate limit set forth in your home warranty, (2) the cost of modifications necessary to install your replacement equipment, and (3) the cost of duct testing as mandated by California's Title energy efficiency guidelinesPlease review your home warranty, specifically the Comprehensive Option, Limits of Liability #7, and Ductwork sections, as they pertain to your claimIn addition, please be advised that a complete breakdown of these non-covered charges have been sent to you via email as well as US MailPlease review the breakdown and let us know if you have any questions or require additional information We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as the Company 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 / [redacted] (1000, 5, 2015/06/15) */ When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer servicePlease accept my apologies on behalf of the Company, for the inconvenience and frustration you and your family had during this process FNHW operates with the best of intentions and deepest respect for all of our customers and does everything within its control to process claims in a timely mannerAll claims are processed according to the terms and conditions of the Contract Our records show that the replacement evaporative coil has been installedPlease note, the company that installed the unit first advised FNHW that no service fee was collected although FNHW has confirmed that the service fee was paidPlease disregard the service fee billing that was sentAs a gesture of customer service the service fee is being reimbursed to youThe check [redacted] arrive under separate cover within 10-business days As stated in your Contract's Limits of Liability #6; FNHW is not responsible for 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 difficultiesHowever, as a gesture of customer service FNHW is reimbursing you the $you paid for the non-covered cost associated with the repairThe check [redacted] arrive under separate cover within 10-business days We value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you so much for the responseThis is the best customer response we have received so far from someone at fidelityI appreciate the time you took to respond and have genuine empathy for our situationI hope this [redacted] be the experience we receive the first time around if we have any other claims made with your company
Initial Business Response / [redacted] (1000, 18, 2015/09/25) */ We are certainly sorry to hear about this homeowners concernsUnfortunately, he is now explaining that his issue is that his well is the wrong size (person v person)The home warranty contract on his property covers failures that occur to specific systems during the policy periodEnlarging the well is certainly not covered by any BPG Home Warranty policyThe contract specifically explains that re-drilling any well is not covered by his policyWhether or not it was a per-existing condition; the warranty would never address this problem Initial Consumer Rebuttal / [redacted] (3000, 20, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The well itself was not the problemThe well was used by one person and the pump and equipment in there was only used by one personWhen I bought the house I was told the pump and everything worked fine and it did for one day but when I moved in the pump could not handle people because it was years old and it broke downWhen I tried to have it fixed I was told that it was so old that it couldn't be fixed and that we could not get parts to fix itI then chose to have a new well dug and was fully intending on paying for that part since my policy does not cover the drilling of a new well and I am not asking for that part of the [redacted] to be paid,but the policy does cover pumps, storage tanks and all the above ground parts and that is what I am asking for because the old pump and tank and above ground was not able to be repairedThe policy does cover that and a middle of the road settlement would be for them to pay only for that part for which the policy states it [redacted] cover and that is all I am asking for Final Business Response / [redacted] (4000, 22, 2015/10/05) */ We are sorry that this homeowner remains so dissatisfiedA review of the warranty contract shows that for any customer and any component to be covered it must be functioning in a safe and proper manner on the effective date of the policyAs we have previously explained to the homeowner; this claim was already denied as a pre-existing condition In our initial response to his complaint we explained that irrespective of the pre-existing condition the claim would also be denied due to the improper size of the wellThe contract specifically reads, "Systems and appliances that are determined to be undersized or overloaded are not covered." While we appreciate that the homeowner is looking for a "middle ground", the warranty contract is black and white regarding the coverageFor both reasons (collectively and independently) the claim remains denied Final Consumer Response / [redacted] (4200, 24, 2015/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have stated before that on the day that the policy went into effect the system was functioning in a safe and proper manner and it was not undersized or overloaded it was years old and when it started getting alot of use it broke down due to its ageMy question is how long after a policy goes into effect do I have for it to not be pre-existing conditionIt is a machine and machines are known to be functioning in good order one day and the next break down for example your carSo to say it is a pre-existing condition with no evidence to support that is just another way of saying our policy is not worth the paper it is written on because we intend to never pay a claimIf I had waited three months , four months,how long should I have waited for the policy to pay what it says it [redacted] payI know that I [redacted] never get any where with this company because I'm just a small homeowner who got talked into buying one of these warranty's and they are a large company who does not care about its customers only their moneyWhen I called in this claim I was placed on hold for min and when the person came back they told me they had placed me on hold so they could check to see if the money for the policy had cleared the bank and since it had they would talk to me at which time nothing was said about any pre-existing conditionsWhen I saw the Revdex.com sign I figured it was a good honest company I have since learned it is not and since they aren't the only recourse I have is to tell everyone I know not to purchase one of these because they do not stand behind their productThank you Revdex.com for attempting to resolve this issue but I now realize it is a dead end road they have my money for a worthless policy and there is nothing I can do about it
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ 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 Our records show FNHW has authorized the repair of your clothes washer under the terms and conditions of your ContractThe service company that [redacted] be performing the repair [redacted] contact you in regard to the service It is our hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX XXX-XXXXWe value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Request authorized
Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ We have reviewed this homeowner's concerns and we are sorry to see that this matter has now been lingering for several weeksAs his detailed complaint attests; we have been actively working with the homeowner to identify the failure to the dishwasher so that coverage can be afforded under the home warranty policyAs he describes; three separate licensed technician's have investigated this claimAll of the technician's continue to report that there is no mechanical failure at the property This is important because this claim is subject to the home warranty policyThe warranty explains that; "COMPANY [redacted] repair or replace the covered systems, components and appliances that fail due to wear and tear that occurs during the contract term." The dishwasher is a covered systemIn the "Kitchen Appliances" section of the contract, it explains that we cover parts and components that affect the operation of the dishwasher As there is no mechanical failure and no part or component that has been identified as in need of repair or replacement there is nothing that BPG can do to address a functional dishwasherMoreover, the "hard water" and calcium buithat is being described by the most recent technician is specifically listed in the warranty policy as being non-coveredThe "diminution of efficiency" (i.ethe dishwasher is not cleaning as well as it used to) is also not covered by the warranty While we appreciate the frustration that this causes to the homeowner; without a licensed technician's report of a specific failure we have no way to cover this componentWe would be happy to review another opinion if the homeowner would like to bring in a 4th contractor; but with opinions already on file we are satisfied that this unit has been thoroughly investigated If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, [redacted] Los [redacted] CA XXXXX Phone XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good to hear back from Fidelity Home Warranty though disappointing to read that they consider a dishwasher that does not clean the dishes, glasses, and silverware as "functional"While it is true the dishwasher turns on, sloshes the water about, and turns off, it is far from functional as the dishes come out of the machine with food particles still on them, the glasses with a white film residue, and the silverware barely cleaner than before the dishwasher went through its cycles It is additionally disappointing to read that they are now claiming calcium buias a reason they [redacted] not honor the terms of our home warranty contract to replace the dishwasher even though none of the three licensed technicians reported calcium buinor is there any evidence of this in the machine While Fidelity may be " satisfied that the unit has been thoroughly investigated", we continue to be plagued with dirty dishes from every dishwasher loadThat is, clearly not a properly operating dishwasher from any rational person's viewpointThis is not "diminution of efficiency" as Fidelity states but operating failure For Fidelity to state, "there is nothing that BPG can do ." is remarkable in its corporate sided avoidance of the simple solution of replacing the non-working machine As we have been asked by the Revdex.com to provide a middle ground offer to settle this matter, we would consider the refund of the $that we paid for the home warranty as a reasonable solution (we would absorb the $trade call fee as a sign of reasonableness even though a new replacement stainless steel LG dishwasher [redacted] cost us considerably more than $465)Upon receipt of that refund we would immediately cancel the Fidelity home warranty contract, not pursue resolution of this matter through other means, and replace the broken dishwasher on our own Final Business Response / [redacted] (4000, 9, 2015/07/07) */ While we appreciate the homeowner's frustrations, all of our decisions are based on the findings of the licensed independent technicians who have evaluated this appliance As a home warranty company; we are a regulated industry and must continue to operate within the confines of the contractIf the homeowners wish to cancel their policy they can certainly do that; however they would only receive a pro-rata refund less a service chargeOnly cancellations made within the first days can be fully refundedAs this policy started last September we are well outside that range If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, [redacted] St., Los [redacted] CA XXXXX Phone XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this processFNHW 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 We understand from your complaint that you advised the customer service representative the breaker was overloaded when you placed the service requestThe technician advised the breaker is tripping due to the overload, and as you were previously advised, a condition of an overload is not covered as stated in the Contract's Limits of Liability #5, "FNHW is not responsible for repairs or replacement due to surge and/or overload." Although, a $fee is due for each service trade request and is paid to the contractor upon arrival at the home as stated under Terms of Coverage #of the Contract, as a gesture of customer service FNHW has waived service feeWe hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 8, 2015/04/22) */ Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.comYour concerns are important to our Company; I appreciate the opportunity to respond Upon review of your complaint I understand that you are dissatisfied with FNHW's service for the refrigerator claim and the customer service by our representative over the phoneBy taking the time to contact us, you have not only given us the opportunity to assist you with your concerns, but also to consider what we can do to prevent a similar situation from occurring again When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedTo be frank, there is no excuse for an employee to be inconsiderate or rude to a customerI have forwarded your letter to the Vice President of our Service Department as it is important feedback you providedYou have my assurance that this matter has already been addressed with the representative involved Our records show that on that the dishwasher control panel was repaired during this same service; and although the technician installed a new inverter board on the refrigerator doing so did not solve the problemAdditional authorization was given to replace the control panel of the refrigeratorThis part was found to be no longer available through the manufacturerAt this point FNHW determined to have the control board rebuilt and offered to reimburse you $toward renting a refrigerator while the control panel was being rebuiltFNHW received an email from you on this matter prior to your request for assistance through the Revdex.com and our records show you accepted cash in lieu of repairs on the refrigerator
Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease be advised that as a gesture of customer service the Company has waived the service fee in conjunction with this claimFNHW considers this matter to be resolved We believe the above information completely responds to your requestWe value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had as a customer of our company Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisI understand that you were experiencing a failure with your microwaveFNHW determined this failure could not have occurred within the coverage period and therefore is not coveredAs stated in Terms of Coverage #of the Contract, "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions [redacted] be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, 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." Additionally, the technician found the garbage disposal was disassembled from the air gapAs stated in Limits of Liability #of the Contract, "FNHW is not responsible for repairs or replacements due to disassembled or missing parts." As gesture of customer service, FNHW has offered to cancel the Home Warranty Contract and process a full refund to the provider of funds which would be the escrow company Sincerely, [redacted] Department
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated May 9, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated August 4, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letters dated April 11th, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ 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 FNHWI understand that the replacement evaporative coil is installed 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 companyRest assured that your concerns were forwarded to our Vendor Relations Department Manager to discuss directly with the company involvedComplaints received negatively affect the vendor's rating with our Company As a gesture of customer service, FNHW is returning the service fee paidThis [redacted] appear as a credit to the card used for payment On behalf of the Company it is my hope that the value of the home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to youThe Contract's Limits of Liability #states the cancellation provisions as they apply to your two contracts: "If 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 any service costs incurred by FNHW." Please confirm to FNHW if you want to proceed with the cancellation of the Contracts
Initial Business Response / [redacted] (1000, 6, 2015/12/03) */ 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 Our records show that on November 8, you placed a claim for service of your water heater and bathroom shower valveOn November 9, 2015, FNHW was advised by the technician from Superior Plumbing that the water heater required replacement and the stem for the bathroom shower valve required replacementAt this time, a representative of our Authorization Department contacted you and explained this information, and at your request explained the option of cash in lieu of replacement for the water heater and/or repair of the bathroom shower valveYou advised that representative that you would call back with a decision regarding proceeding with the work through Superior Plumbing or taking the cash in lieu for one or both of the items You called back in to the Authorization Department later that same day and requested cash in lieu of the water heater replacement only, which was processed per your requestYou contacted the Authorization Department again on November 11, stating the vendor had not contacted you to return to complete the repair of the bathroom shower valveFNHW followed up on this and was advised by Superior Plumbing on November 12, 2015, that a misunderstanding had occurred and they were under the impression that cash in lieu had also been accepted for the bathroom shower valveSuperior Plumbing was instructed to re-order the shower valve partsBetween November and November 16, 2015, Superior Plumbing went back out to complete the repair; however, they informed FNHW on November 16, 2015, that you claimed the shower leak persisted after the repair had been completedAt this time, FNHW agreed to place a transfer work order to a new vendor for completion of repairs to the bathroom shower valveAccordingly, on November 16, 2015, FNHW dispatched a transfer work order to A.JBono Plumbing to assist in resolution of your claim You contacted FNHW on November 29, stating A.JBono Plumbing had not contacted you to schedule an appointmentThe vendor's records indicate calls were made by the vendor to you on November 17, November 20, November 24, and November 25, Currently, the vendor is reporting that an appointment has been scheduled with you for the evening of December 8, FNHW intends to continue to pursue the resolution of this matter, and awaits the findings of A.JBono Plumbing in order to proceed We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact the Authorization Department at X-XXX-XXX-XXXX, option Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) Superior Plumbing didn't arrive my property until late of the day on 11/9/He just provided diagnosis only without repairing because it was dark already while leaking water was placed for urgent care 2) Before Superior Plumbing man left, he told me that he could come back tomorrow to repair if I confirmed with the FNHW to authorize him to do the jobs tonightSo that I contacted FNHW as soon as he left my property to confirm my request for his return to START (NOT "COMPLETE") his repair of the bathroom shower valveThe guy didn't come back to START his job until 11/16/During 11/9/15-11/16/15, I contacted both Superior Plumbing and FNHW few times, thus, there was no MISUNDERSTANDING as you mentioned above, but it was just days waiting for Superior Plumbing to re-order the shower valve parts which can buy right the way at the Home Depot!!!! 3) On 11/16/2015, he came and started his job, but the leak still persisted after his repairThen he contacted FNHW to authorize more work while he still stayed in my property, but I don't understand why FNHW didn't allow him to continue the job instead transferring the job to a new vendor while leaking water still wasn't stopped yet!!! 4) I didn't get any phone call from A.JBono Plumbing on November 17, November 20, November 24, and November 25, as you mentioned aboveIf they actual called me then why didn't they leave me a message??? My phone [redacted] can prove for it!!! 5) During weeks (from 11/26/XXXX - XX/30/2015), I contacted FNHW many times and after received a careless service from FNHW, I filed my complaint to Revdex.com on 11/30/ 6) On 12/01/2015, FNHW contacted me and on the same day I really got a missed call and an message from A.JBono Plumbing 7) A.JBono Plumbing came in today 12/7/to repair but the water still drip around minutes every time after I shut the valve Final Business Response / [redacted] (4000, 10, 2015/12/16) */ Our records show the most recent correspondence sent by you through the Revdex.com was filed on December 7, 2015; however, you did not contact FNHW until December 11, to inform the Company of your continued problems in the resolution of your claimWe apologize for the inconvenience caused to you through this ongoing processFor the quickest response, please communicate with the Company regarding your claim status through our Authorization Department at X-XXX-XXX-XXXX, option As you know, as of December 11, 2015, a recall Service Work Order (SWO) has been dispatched to AJBono Plumbing to assist in the resolution of your claimFor your reference, the number for AJBono Plumbing is (XXX) XXX-XXXXA representative of our [redacted] Department spoke to AJBono Plumbing on the morning of December 14, 2015, and was advised that two messages had been left for you since December 11, The [redacted] representative then attempted to contact you personally via the only telephone number we have on fileA message was then left for you advising you of the call attempts made by AJBono Plumbing, and providing you with their contact number so that you may return their call at your soonest convenienceAs of December 16, 2015, A.JBono Plumbing reported an appointment was scheduled with you for the morning of December 17, Should you have any additional questions or concerns do not hesitate to contact us at X-XXX-XXX-XXXX, option Thank you for your business, we look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ 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 customersYour concerns are important to our Company; I appreciate the opportunity to respond Our records show that on September 8, 2015, FNHW dispatched a transfer SWO (Service Work Order) to a new vendor to assist in the resolution of your claimThe transfer SWO was sent to the company Wilson Heating and AirFNHW has been informed by Wilson Heating and Air that they completed the repairs to your air conditioning equipment on or about September 14, We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: I read the letters of July 20th and they did not address the key issue at all How can any home warranty company take weeks to diagnose an Air Conditioner problem? They state they are at the mercy of their suppliers, but that is just an excuse because they recruit their suppliers, manage their suppliers, follow up on their suppliers and evaluate their suppliers Perhaps they pay so little that no one wants to work for them, perhaps their suppliers use FNHW as fill in work when they do not have any better work, I am speculating, but I do know things: if money were no object then the AC could be serviced in hours and It is completely unacceptable to wait weeks for an evaluation If FNHW's management systems were good, this could never have happened I have received the results of gross negligence on their part and their letters just stated that they would wave the 2nd evaluation fee--which I never order and did not even want Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Upon further investigation, review of the facts of this claim and of the documents you have submitted, FNHW is reimbursing you in full less the $service feeThe check [redacted] arrive to your home under separate cover within business days Please accept my sincere apologies on behalf of FNHW for your inconveniences in the claim process for your air conditioner When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer serviceYour experience as you described shows that did not happen, and I was disappointed to hear the level of service you receivedTo be frank, there is no excuse for anyone to be rude to a customerAs you also indicated there was a breakdown in communication and we sincerely apologize for thisI have forwarded your letter to the managers of our service departments; you have my assurance that they [redacted] address this with the representatives involved
The Company has investigated the information regarding your claim for your OvenReview of your claim information shows that the Company has authorized replacement to your Oven pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of replacement for your Oven We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease refer to the Company’s letters dated September 1, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 7, 2016/01/07) */ As discussed, your concerns are very important to our CompanyThe Company really appreciates the opportunity to service and respond to your claimWe understand you are disputing the non-covered costs associated with the replacement of your A/C Condensing unit and Air HandlerOur records show the costs you are responsible for consist of: (1) code upgrades in excess of the $aggregate limit set forth in your home warranty, (2) the cost of modifications necessary to install your replacement equipment, and (3) the cost of duct testing as mandated by California's Title energy efficiency guidelinesPlease review your home warranty, specifically the Comprehensive Option, Limits of Liability #7, and Ductwork sections, as they pertain to your claimIn addition, please be advised that a complete breakdown of these non-covered charges have been sent to you via email as well as US MailPlease review the breakdown and let us know if you have any questions or require additional information We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as the Company 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 / [redacted] (1000, 5, 2015/06/15) */ When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer servicePlease accept my apologies on behalf of the Company, for the inconvenience and frustration you and your family had during this process FNHW operates with the best of intentions and deepest respect for all of our customers and does everything within its control to process claims in a timely mannerAll claims are processed according to the terms and conditions of the Contract Our records show that the replacement evaporative coil has been installedPlease note, the company that installed the unit first advised FNHW that no service fee was collected although FNHW has confirmed that the service fee was paidPlease disregard the service fee billing that was sentAs a gesture of customer service the service fee is being reimbursed to youThe check [redacted] arrive under separate cover within 10-business days As stated in your Contract's Limits of Liability #6; FNHW is not responsible for 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 difficultiesHowever, as a gesture of customer service FNHW is reimbursing you the $you paid for the non-covered cost associated with the repairThe check [redacted] arrive under separate cover within 10-business days We value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you so much for the responseThis is the best customer response we have received so far from someone at fidelityI appreciate the time you took to respond and have genuine empathy for our situationI hope this [redacted] be the experience we receive the first time around if we have any other claims made with your company
Initial Business Response / [redacted] (1000, 18, 2015/09/25) */ We are certainly sorry to hear about this homeowners concernsUnfortunately, he is now explaining that his issue is that his well is the wrong size (person v person)The home warranty contract on his property covers failures that occur to specific systems during the policy periodEnlarging the well is certainly not covered by any BPG Home Warranty policyThe contract specifically explains that re-drilling any well is not covered by his policyWhether or not it was a per-existing condition; the warranty would never address this problem Initial Consumer Rebuttal / [redacted] (3000, 20, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The well itself was not the problemThe well was used by one person and the pump and equipment in there was only used by one personWhen I bought the house I was told the pump and everything worked fine and it did for one day but when I moved in the pump could not handle people because it was years old and it broke downWhen I tried to have it fixed I was told that it was so old that it couldn't be fixed and that we could not get parts to fix itI then chose to have a new well dug and was fully intending on paying for that part since my policy does not cover the drilling of a new well and I am not asking for that part of the [redacted] to be paid,but the policy does cover pumps, storage tanks and all the above ground parts and that is what I am asking for because the old pump and tank and above ground was not able to be repairedThe policy does cover that and a middle of the road settlement would be for them to pay only for that part for which the policy states it [redacted] cover and that is all I am asking for Final Business Response / [redacted] (4000, 22, 2015/10/05) */ We are sorry that this homeowner remains so dissatisfiedA review of the warranty contract shows that for any customer and any component to be covered it must be functioning in a safe and proper manner on the effective date of the policyAs we have previously explained to the homeowner; this claim was already denied as a pre-existing condition In our initial response to his complaint we explained that irrespective of the pre-existing condition the claim would also be denied due to the improper size of the wellThe contract specifically reads, "Systems and appliances that are determined to be undersized or overloaded are not covered." While we appreciate that the homeowner is looking for a "middle ground", the warranty contract is black and white regarding the coverageFor both reasons (collectively and independently) the claim remains denied Final Consumer Response / [redacted] (4200, 24, 2015/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have stated before that on the day that the policy went into effect the system was functioning in a safe and proper manner and it was not undersized or overloaded it was years old and when it started getting alot of use it broke down due to its ageMy question is how long after a policy goes into effect do I have for it to not be pre-existing conditionIt is a machine and machines are known to be functioning in good order one day and the next break down for example your carSo to say it is a pre-existing condition with no evidence to support that is just another way of saying our policy is not worth the paper it is written on because we intend to never pay a claimIf I had waited three months , four months,how long should I have waited for the policy to pay what it says it [redacted] payI know that I [redacted] never get any where with this company because I'm just a small homeowner who got talked into buying one of these warranty's and they are a large company who does not care about its customers only their moneyWhen I called in this claim I was placed on hold for min and when the person came back they told me they had placed me on hold so they could check to see if the money for the policy had cleared the bank and since it had they would talk to me at which time nothing was said about any pre-existing conditionsWhen I saw the Revdex.com sign I figured it was a good honest company I have since learned it is not and since they aren't the only recourse I have is to tell everyone I know not to purchase one of these because they do not stand behind their productThank you Revdex.com for attempting to resolve this issue but I now realize it is a dead end road they have my money for a worthless policy and there is nothing I can do about it
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ 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 Our records show FNHW has authorized the repair of your clothes washer under the terms and conditions of your ContractThe service company that [redacted] be performing the repair [redacted] contact you in regard to the service It is our hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns in regard to this service, please do not hesitate to contact our Authorization Department at XXX XXX-XXXXWe value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Request authorized
Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ We have reviewed this homeowner's concerns and we are sorry to see that this matter has now been lingering for several weeksAs his detailed complaint attests; we have been actively working with the homeowner to identify the failure to the dishwasher so that coverage can be afforded under the home warranty policyAs he describes; three separate licensed technician's have investigated this claimAll of the technician's continue to report that there is no mechanical failure at the property This is important because this claim is subject to the home warranty policyThe warranty explains that; "COMPANY [redacted] repair or replace the covered systems, components and appliances that fail due to wear and tear that occurs during the contract term." The dishwasher is a covered systemIn the "Kitchen Appliances" section of the contract, it explains that we cover parts and components that affect the operation of the dishwasher As there is no mechanical failure and no part or component that has been identified as in need of repair or replacement there is nothing that BPG can do to address a functional dishwasherMoreover, the "hard water" and calcium buithat is being described by the most recent technician is specifically listed in the warranty policy as being non-coveredThe "diminution of efficiency" (i.ethe dishwasher is not cleaning as well as it used to) is also not covered by the warranty While we appreciate the frustration that this causes to the homeowner; without a licensed technician's report of a specific failure we have no way to cover this componentWe would be happy to review another opinion if the homeowner would like to bring in a 4th contractor; but with opinions already on file we are satisfied that this unit has been thoroughly investigated If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, [redacted] Los [redacted] CA XXXXX Phone XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good to hear back from Fidelity Home Warranty though disappointing to read that they consider a dishwasher that does not clean the dishes, glasses, and silverware as "functional"While it is true the dishwasher turns on, sloshes the water about, and turns off, it is far from functional as the dishes come out of the machine with food particles still on them, the glasses with a white film residue, and the silverware barely cleaner than before the dishwasher went through its cycles It is additionally disappointing to read that they are now claiming calcium buias a reason they [redacted] not honor the terms of our home warranty contract to replace the dishwasher even though none of the three licensed technicians reported calcium buinor is there any evidence of this in the machine While Fidelity may be " satisfied that the unit has been thoroughly investigated", we continue to be plagued with dirty dishes from every dishwasher loadThat is, clearly not a properly operating dishwasher from any rational person's viewpointThis is not "diminution of efficiency" as Fidelity states but operating failure For Fidelity to state, "there is nothing that BPG can do ." is remarkable in its corporate sided avoidance of the simple solution of replacing the non-working machine As we have been asked by the Revdex.com to provide a middle ground offer to settle this matter, we would consider the refund of the $that we paid for the home warranty as a reasonable solution (we would absorb the $trade call fee as a sign of reasonableness even though a new replacement stainless steel LG dishwasher [redacted] cost us considerably more than $465)Upon receipt of that refund we would immediately cancel the Fidelity home warranty contract, not pursue resolution of this matter through other means, and replace the broken dishwasher on our own Final Business Response / [redacted] (4000, 9, 2015/07/07) */ While we appreciate the homeowner's frustrations, all of our decisions are based on the findings of the licensed independent technicians who have evaluated this appliance As a home warranty company; we are a regulated industry and must continue to operate within the confines of the contractIf the homeowners wish to cancel their policy they can certainly do that; however they would only receive a pro-rata refund less a service chargeOnly cancellations made within the first days can be fully refundedAs this policy started last September we are well outside that range If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, [redacted] St., Los [redacted] CA XXXXX Phone XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had during this processFNHW 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 We understand from your complaint that you advised the customer service representative the breaker was overloaded when you placed the service requestThe technician advised the breaker is tripping due to the overload, and as you were previously advised, a condition of an overload is not covered as stated in the Contract's Limits of Liability #5, "FNHW is not responsible for repairs or replacement due to surge and/or overload." Although, a $fee is due for each service trade request and is paid to the contractor upon arrival at the home as stated under Terms of Coverage #of the Contract, as a gesture of customer service FNHW has waived service feeWe hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 8, 2015/04/22) */ Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.comYour concerns are important to our Company; I appreciate the opportunity to respond Upon review of your complaint I understand that you are dissatisfied with FNHW's service for the refrigerator claim and the customer service by our representative over the phoneBy taking the time to contact us, you have not only given us the opportunity to assist you with your concerns, but also to consider what we can do to prevent a similar situation from occurring again When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedTo be frank, there is no excuse for an employee to be inconsiderate or rude to a customerI have forwarded your letter to the Vice President of our Service Department as it is important feedback you providedYou have my assurance that this matter has already been addressed with the representative involved Our records show that on that the dishwasher control panel was repaired during this same service; and although the technician installed a new inverter board on the refrigerator doing so did not solve the problemAdditional authorization was given to replace the control panel of the refrigeratorThis part was found to be no longer available through the manufacturerAt this point FNHW determined to have the control board rebuilt and offered to reimburse you $toward renting a refrigerator while the control panel was being rebuiltFNHW received an email from you on this matter prior to your request for assistance through the Revdex.com and our records show you accepted cash in lieu of repairs on the refrigerator
Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease be advised that as a gesture of customer service the Company has waived the service fee in conjunction with this claimFNHW considers this matter to be resolved We believe the above information completely responds to your requestWe value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had as a customer of our company Each claim is processed under the terms and conditions of the warranty Contract and accepted or denied on that basisI understand that you were experiencing a failure with your microwaveFNHW determined this failure could not have occurred within the coverage period and therefore is not coveredAs stated in Terms of Coverage #of the Contract, "Covered systems and/or appliances must be in good, safe working order at the start of contract coverageUnknown pre-existing conditions [redacted] be covered if, at the time coverage began, the defect or malfunction would not have been known to the homeowner, tenant, 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." Additionally, the technician found the garbage disposal was disassembled from the air gapAs stated in Limits of Liability #of the Contract, "FNHW is not responsible for repairs or replacements due to disassembled or missing parts." As gesture of customer service, FNHW has offered to cancel the Home Warranty Contract and process a full refund to the provider of funds which would be the escrow company Sincerely, [redacted] Department
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated May 9, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated August 4, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letters dated April 11th, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ 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 FNHWI understand that the replacement evaporative coil is installed 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 companyRest assured that your concerns were forwarded to our Vendor Relations Department Manager to discuss directly with the company involvedComplaints received negatively affect the vendor's rating with our Company As a gesture of customer service, FNHW is returning the service fee paidThis [redacted] appear as a credit to the card used for payment On behalf of the Company it is my hope that the value of the home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to youThe Contract's Limits of Liability #states the cancellation provisions as they apply to your two contracts: "If 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 any service costs incurred by FNHW." Please confirm to FNHW if you want to proceed with the cancellation of the Contracts
Initial Business Response / [redacted] (1000, 6, 2015/12/03) */ 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 Our records show that on November 8, you placed a claim for service of your water heater and bathroom shower valveOn November 9, 2015, FNHW was advised by the technician from Superior Plumbing that the water heater required replacement and the stem for the bathroom shower valve required replacementAt this time, a representative of our Authorization Department contacted you and explained this information, and at your request explained the option of cash in lieu of replacement for the water heater and/or repair of the bathroom shower valveYou advised that representative that you would call back with a decision regarding proceeding with the work through Superior Plumbing or taking the cash in lieu for one or both of the items You called back in to the Authorization Department later that same day and requested cash in lieu of the water heater replacement only, which was processed per your requestYou contacted the Authorization Department again on November 11, stating the vendor had not contacted you to return to complete the repair of the bathroom shower valveFNHW followed up on this and was advised by Superior Plumbing on November 12, 2015, that a misunderstanding had occurred and they were under the impression that cash in lieu had also been accepted for the bathroom shower valveSuperior Plumbing was instructed to re-order the shower valve partsBetween November and November 16, 2015, Superior Plumbing went back out to complete the repair; however, they informed FNHW on November 16, 2015, that you claimed the shower leak persisted after the repair had been completedAt this time, FNHW agreed to place a transfer work order to a new vendor for completion of repairs to the bathroom shower valveAccordingly, on November 16, 2015, FNHW dispatched a transfer work order to A.JBono Plumbing to assist in resolution of your claim You contacted FNHW on November 29, stating A.JBono Plumbing had not contacted you to schedule an appointmentThe vendor's records indicate calls were made by the vendor to you on November 17, November 20, November 24, and November 25, Currently, the vendor is reporting that an appointment has been scheduled with you for the evening of December 8, FNHW intends to continue to pursue the resolution of this matter, and awaits the findings of A.JBono Plumbing in order to proceed We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact the Authorization Department at X-XXX-XXX-XXXX, option Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) Superior Plumbing didn't arrive my property until late of the day on 11/9/He just provided diagnosis only without repairing because it was dark already while leaking water was placed for urgent care 2) Before Superior Plumbing man left, he told me that he could come back tomorrow to repair if I confirmed with the FNHW to authorize him to do the jobs tonightSo that I contacted FNHW as soon as he left my property to confirm my request for his return to START (NOT "COMPLETE") his repair of the bathroom shower valveThe guy didn't come back to START his job until 11/16/During 11/9/15-11/16/15, I contacted both Superior Plumbing and FNHW few times, thus, there was no MISUNDERSTANDING as you mentioned above, but it was just days waiting for Superior Plumbing to re-order the shower valve parts which can buy right the way at the Home Depot!!!! 3) On 11/16/2015, he came and started his job, but the leak still persisted after his repairThen he contacted FNHW to authorize more work while he still stayed in my property, but I don't understand why FNHW didn't allow him to continue the job instead transferring the job to a new vendor while leaking water still wasn't stopped yet!!! 4) I didn't get any phone call from A.JBono Plumbing on November 17, November 20, November 24, and November 25, as you mentioned aboveIf they actual called me then why didn't they leave me a message??? My phone [redacted] can prove for it!!! 5) During weeks (from 11/26/XXXX - XX/30/2015), I contacted FNHW many times and after received a careless service from FNHW, I filed my complaint to Revdex.com on 11/30/ 6) On 12/01/2015, FNHW contacted me and on the same day I really got a missed call and an message from A.JBono Plumbing 7) A.JBono Plumbing came in today 12/7/to repair but the water still drip around minutes every time after I shut the valve Final Business Response / [redacted] (4000, 10, 2015/12/16) */ Our records show the most recent correspondence sent by you through the Revdex.com was filed on December 7, 2015; however, you did not contact FNHW until December 11, to inform the Company of your continued problems in the resolution of your claimWe apologize for the inconvenience caused to you through this ongoing processFor the quickest response, please communicate with the Company regarding your claim status through our Authorization Department at X-XXX-XXX-XXXX, option As you know, as of December 11, 2015, a recall Service Work Order (SWO) has been dispatched to AJBono Plumbing to assist in the resolution of your claimFor your reference, the number for AJBono Plumbing is (XXX) XXX-XXXXA representative of our [redacted] Department spoke to AJBono Plumbing on the morning of December 14, 2015, and was advised that two messages had been left for you since December 11, The [redacted] representative then attempted to contact you personally via the only telephone number we have on fileA message was then left for you advising you of the call attempts made by AJBono Plumbing, and providing you with their contact number so that you may return their call at your soonest convenienceAs of December 16, 2015, A.JBono Plumbing reported an appointment was scheduled with you for the morning of December 17, Should you have any additional questions or concerns do not hesitate to contact us at X-XXX-XXX-XXXX, option Thank you for your business, we look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ 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 customersYour concerns are important to our Company; I appreciate the opportunity to respond Our records show that on September 8, 2015, FNHW dispatched a transfer SWO (Service Work Order) to a new vendor to assist in the resolution of your claimThe transfer SWO was sent to the company Wilson Heating and AirFNHW has been informed by Wilson Heating and Air that they completed the repairs to your air conditioning equipment on or about September 14, We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: I read the letters of July 20th and they did not address the key issue at all How can any home warranty company take weeks to diagnose an Air Conditioner problem? They state they are at the mercy of their suppliers, but that is just an excuse because they recruit their suppliers, manage their suppliers, follow up on their suppliers and evaluate their suppliers Perhaps they pay so little that no one wants to work for them, perhaps their suppliers use FNHW as fill in work when they do not have any better work, I am speculating, but I do know things: if money were no object then the AC could be serviced in hours and It is completely unacceptable to wait weeks for an evaluation If FNHW's management systems were good, this could never have happened I have received the results of gross negligence on their part and their letters just stated that they would wave the 2nd evaluation fee--which I never order and did not even want Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Upon further investigation, review of the facts of this claim and of the documents you have submitted, FNHW is reimbursing you in full less the $service feeThe check [redacted] arrive to your home under separate cover within business days Please accept my sincere apologies on behalf of FNHW for your inconveniences in the claim process for your air conditioner When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer serviceYour experience as you described shows that did not happen, and I was disappointed to hear the level of service you receivedTo be frank, there is no excuse for anyone to be rude to a customerAs you also indicated there was a breakdown in communication and we sincerely apologize for thisI have forwarded your letter to the managers of our service departments; you have my assurance that they [redacted] address this with the representatives involved
The Company has investigated the information regarding your claim for your OvenReview of your claim information shows that the Company has authorized replacement to your Oven pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of replacement for your Oven We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us