Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letters dated August 4, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ Our records show that your concerns were forwarded to our Vendors Relations Department manager in your area to discuss directly with the company involved and assist in resolving this matter to your satisfaction Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers
Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ 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 the representative you have been working with attempted to contact you on December 14, 2015, and left a telephone message for you advising the parts for your oven are estimated to be released on December 18, Please refer to the Limits of Liability #section of the Contract which states in relevant part; "when parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts." We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to John in Authorizations on 12/after a week of no responseHe was terrific I also spoke to the repair company who said the issue was "closed." Very confusing for the customer Since tomorrow is the 18th, I guess I can wait and see what happens next Thanks, [redacted] Final Consumer Response / [redacted] (3000, 13, 2016/01/09) */ I just tried to call the number left for me and was directed to Authorizations - who did not pick up - I was not left a number of "the representative" with whom I have been dealingWho would that be? Crazy bad customer service and I am still without an oven that works Final Business Response / [redacted] (4000, 15, 2016/01/28) */ Upon further review of your claim status, the Company has authorized cash in lieu of replacement of your rangePlease review your contract terms specifically in regard to cash in lieu of repair or replacement under the Limits of Liability #provision which reads: "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." A representative of the Company [redacted] contact your to further discuss this information and address any questions you may have regarding the claim statusThank you for your business, we look forward to a continued service relationship with you
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 letter dated September 1, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 6, 2015/08/21) */ Upon review of your complaint FNHW understands that you are dissatisfied with the duration of time to resolve your service work orderOur records show the service claim was called in on July 28, and we received the independent service contractor's air conditioning technician report on July 31, The cost of equipment for repair was assessed on August 6, and we offered cash in lieu in the amount $2,and the check was processed on August 14, Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basisAs stated in Limits of Liability #of the Contract, "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system or appliance 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." Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences 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 Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand the Liability clause, but I paid $4,and they offered me only $2,in repair because that is what their technician assessed for a 6-weeks repair time! I asked various service repairs providers and the latter amount was deemed ridiculous to all of them Final Business Response / [redacted] (4000, 10, 2015/09/08) */ FNHW offered cash in lieu of replacement because there was a delay in obtaining the water source heat pumpThe cash in lieu was offered pursuant to the contract's Limits of Liability #11: "FNHW reserves the right to provide cash in lieu of repair or replacement of a covered system or appliance in the amount of FNHW's actual cost to repair or replace such a system or applianceThe amount provided as cash in lieu is generally less than retailFNHW is not responsible for work performed once you accept cash in lieu of service." Additionally, our records show that there were costs associated for modifications to the electrical and drain lines which would not have been covered by FNHW We 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 youWe value your business and look forward to a continued service relationship with you
The Company has investigated the information regarding your claim for your Pool/Spa Pump MotorReview of your claim information shows that the Company has authorized the replacement of your Pool/Spa Pump Motor pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Pool/Spa Pump Motor We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your HVAC Gas/Electric PackageReview of your claim information shows that the Company has authorized the replacement of your HVAC Gas/Electric Package pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your HVAC Gas/Electric Package We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please contact [redacted] at [redacted] to schedule an appointment to complete repairs We believe the above information completely responds to your request and the Company considers this matter resolvedShould 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 September 11, 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 25, Should you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: they do not uphold their end of the contract and just nickel and dime their customers Sincerely, [redacted]
Initial Business Response / [redacted] (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 [redacted] 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 [redacted] then call the contract holder directly to schedule a mutually convenient appointment during business hoursFNHW [redacted] determine what service requests constitute an emergency and [redacted] 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 [redacted] 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 [redacted] 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 [redacted] @fnf.com or via fax to XXX-XXX-XXXX
I couldn't provide further details in my denialThis section was unavailableFidelity stated that they sent a letter dated August 4thThis was never received by me, my fiancee, or our business manager located in NYCIf they wish to send this letter to me, they have my California home address as well as email addresses for myself, my fiancee, and said business manager As such - they need to try again.***
Initial Business Response / [redacted] (1000, 8, 2015/04/22) */ Please accept my apologies for your inconvenience with this claim for service on your rangeFidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersOur records show that the touch pad for the range was on factory back orderSince your request for assistance through the Revdex.com, FNHW has authorized to replace the range with a Kenmore cubic foot electric range with convection ovenAs discussed on April 14, FNHW has also offered cash in lieu of replacementPlease contact our purchasing department at XXX-XXX-XXXX option #with your decision at your earliest convenience
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated July 11, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ 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 the independent service technician was out to the home on or around August 24, It was this technician's professional opinion that the swimming pool/spa pump motor had not been functioning for a long period of time and had extensive water damage to the unit As explained by the FNHW authorization department agent, FNHW does not cover for preexisting conditions and we requested a home inspection reportOnce the inspection report was received and reviewed by FNHW, you were contacted and informed the report stated a leak was coming from the pool pumpIt is the independent licensed pool technician's professional opinion that a leak; as noted on your inspection report, left unattended would result in the failure he observed at the time of serviceAs 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." We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ 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 customersOur records show FNHW has added the coverage for the kitchen refrigerator and authorized repairs to the ice maker under the terms and conditions of your contract 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 youWe look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Shortly after making this complaint, we were contacted by management who was able to resolve the issue by adding the additional coverageWe have since had service; and are awaiting a replacement
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized replacement to your Heat Pump Compressor pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Please accept my apologies for any inconvenience you may have had in regard to this claimFNHW operates with the best of intentions and deepest respect for all of our customersEach claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis Our records show on or about the July 28, 2015, the technician from [redacted] Conditioning & Heating, found the thermal expansion valve (TXV) was not insulatedHe then completed the needed repairs with no other failures found at the time of this service Glen, from Web's Heating and Air Conditioning, who was out to the home on August 7, evaluated the unit and advised the condenser was dirty which was resulting in high head pressureHe did mention that the unit had some corrosion on it; however it is his professional opinion that the unit [redacted] operate correctly once the condenser is cleaned As advised over the phone, maintenance and cleaning is not covered by the contract, as stated in Limits of Liability #5: "FNHW [redacted] 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." Should you experience any malfunctions with the air conditioner after the cleaning, please do not hesitate to contact usWe value your business and we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The original evaluation by [redacted] obviously states after the valve repair, that there is corrosion of condenser coils and recommends replacement , not cleaningYou ignored his recommend repair The Web air also stated corrosion, and only called it minor after you spoke with him over phoneHe did not document this on official invoice You choose to ignore the more costly repair and used the word dirty to justify not paying for repairs Final Business Response / [redacted] (4000, 9, 2015/09/09) */ The technician advised the corrosion should come off with the cleaning of the coilAs previously advised, should you experience a problem with the air conditioning system after having the coil cleaned, you may contact FNHW for service Final Consumer Response / [redacted] (4200, 11, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response had not changedThe [redacted] invoice clearly states two problems: the valve and the corroded condenser coilsReplacement was also clearly recommended You have chosen to ignore the recommendationThe coils were subsequently reevaluated by [redacted] and cleaning would only cause freon leakage I have had to replace entire unit due to AC not cooling after your repairs I [redacted] be sending you the [redacted] for reimbursement I [redacted] pursue legal action and continue until Revdex.com removes their endorsement
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 Review of your claim information shows a representative from the Customer Care Department has left you a voicemail on August 16, in regards to your request to cancel your home warranty contract We believe the above information completely responds to your request and the Company considers this matter resolvedShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letters dated August 4, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ Our records show that your concerns were forwarded to our Vendors Relations Department manager in your area to discuss directly with the company involved and assist in resolving this matter to your satisfaction Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you had as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers
Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ 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 the representative you have been working with attempted to contact you on December 14, 2015, and left a telephone message for you advising the parts for your oven are estimated to be released on December 18, Please refer to the Limits of Liability #section of the Contract which states in relevant part; "when parts are necessary for completion of service, FNHW [redacted] not be responsible for delays that may occur in obtaining those parts." We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to John in Authorizations on 12/after a week of no responseHe was terrific I also spoke to the repair company who said the issue was "closed." Very confusing for the customer Since tomorrow is the 18th, I guess I can wait and see what happens next Thanks, [redacted] Final Consumer Response / [redacted] (3000, 13, 2016/01/09) */ I just tried to call the number left for me and was directed to Authorizations - who did not pick up - I was not left a number of "the representative" with whom I have been dealingWho would that be? Crazy bad customer service and I am still without an oven that works Final Business Response / [redacted] (4000, 15, 2016/01/28) */ Upon further review of your claim status, the Company has authorized cash in lieu of replacement of your rangePlease review your contract terms specifically in regard to cash in lieu of repair or replacement under the Limits of Liability #provision which reads: "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." A representative of the Company [redacted] contact your to further discuss this information and address any questions you may have regarding the claim statusThank you for your business, we look forward to a continued service relationship with you
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 letter dated September 1, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 6, 2015/08/21) */ Upon review of your complaint FNHW understands that you are dissatisfied with the duration of time to resolve your service work orderOur records show the service claim was called in on July 28, and we received the independent service contractor's air conditioning technician report on July 31, The cost of equipment for repair was assessed on August 6, and we offered cash in lieu in the amount $2,and the check was processed on August 14, Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basisAs stated in Limits of Liability #of the Contract, "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system or appliance 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." Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences 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 Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand the Liability clause, but I paid $4,and they offered me only $2,in repair because that is what their technician assessed for a 6-weeks repair time! I asked various service repairs providers and the latter amount was deemed ridiculous to all of them Final Business Response / [redacted] (4000, 10, 2015/09/08) */ FNHW offered cash in lieu of replacement because there was a delay in obtaining the water source heat pumpThe cash in lieu was offered pursuant to the contract's Limits of Liability #11: "FNHW reserves the right to provide cash in lieu of repair or replacement of a covered system or appliance in the amount of FNHW's actual cost to repair or replace such a system or applianceThe amount provided as cash in lieu is generally less than retailFNHW is not responsible for work performed once you accept cash in lieu of service." Additionally, our records show that there were costs associated for modifications to the electrical and drain lines which would not have been covered by FNHW We 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 youWe value your business and look forward to a continued service relationship with you
The Company has investigated the information regarding your claim for your Pool/Spa Pump MotorReview of your claim information shows that the Company has authorized the replacement of your Pool/Spa Pump Motor pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Pool/Spa Pump Motor We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your HVAC Gas/Electric PackageReview of your claim information shows that the Company has authorized the replacement of your HVAC Gas/Electric Package pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your HVAC Gas/Electric Package We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please contact [redacted] at [redacted] to schedule an appointment to complete repairs We believe the above information completely responds to your request and the Company considers this matter resolvedShould 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 September 11, 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 25, Should you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: they do not uphold their end of the contract and just nickel and dime their customers Sincerely, [redacted]
Initial Business Response / [redacted] (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 [redacted] 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 [redacted] then call the contract holder directly to schedule a mutually convenient appointment during business hoursFNHW [redacted] determine what service requests constitute an emergency and [redacted] 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 [redacted] 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 [redacted] 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 [redacted] @fnf.com or via fax to XXX-XXX-XXXX
I couldn't provide further details in my denialThis section was unavailableFidelity stated that they sent a letter dated August 4thThis was never received by me, my fiancee, or our business manager located in NYCIf they wish to send this letter to me, they have my California home address as well as email addresses for myself, my fiancee, and said business manager As such - they need to try again.***
Initial Business Response / [redacted] (1000, 8, 2015/04/22) */ Please accept my apologies for your inconvenience with this claim for service on your rangeFidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersOur records show that the touch pad for the range was on factory back orderSince your request for assistance through the Revdex.com, FNHW has authorized to replace the range with a Kenmore cubic foot electric range with convection ovenAs discussed on April 14, FNHW has also offered cash in lieu of replacementPlease contact our purchasing department at XXX-XXX-XXXX option #with your decision at your earliest convenience
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated July 11, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ 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 the independent service technician was out to the home on or around August 24, It was this technician's professional opinion that the swimming pool/spa pump motor had not been functioning for a long period of time and had extensive water damage to the unit As explained by the FNHW authorization department agent, FNHW does not cover for preexisting conditions and we requested a home inspection reportOnce the inspection report was received and reviewed by FNHW, you were contacted and informed the report stated a leak was coming from the pool pumpIt is the independent licensed pool technician's professional opinion that a leak; as noted on your inspection report, left unattended would result in the failure he observed at the time of serviceAs 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." We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ 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 customersOur records show FNHW has added the coverage for the kitchen refrigerator and authorized repairs to the ice maker under the terms and conditions of your contract 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 youWe look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Shortly after making this complaint, we were contacted by management who was able to resolve the issue by adding the additional coverageWe have since had service; and are awaiting a replacement
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized replacement to your Heat Pump Compressor pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Please accept my apologies for any inconvenience you may have had in regard to this claimFNHW operates with the best of intentions and deepest respect for all of our customersEach claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis Our records show on or about the July 28, 2015, the technician from [redacted] Conditioning & Heating, found the thermal expansion valve (TXV) was not insulatedHe then completed the needed repairs with no other failures found at the time of this service Glen, from Web's Heating and Air Conditioning, who was out to the home on August 7, evaluated the unit and advised the condenser was dirty which was resulting in high head pressureHe did mention that the unit had some corrosion on it; however it is his professional opinion that the unit [redacted] operate correctly once the condenser is cleaned As advised over the phone, maintenance and cleaning is not covered by the contract, as stated in Limits of Liability #5: "FNHW [redacted] 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." Should you experience any malfunctions with the air conditioner after the cleaning, please do not hesitate to contact usWe value your business and we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The original evaluation by [redacted] obviously states after the valve repair, that there is corrosion of condenser coils and recommends replacement , not cleaningYou ignored his recommend repair The Web air also stated corrosion, and only called it minor after you spoke with him over phoneHe did not document this on official invoice You choose to ignore the more costly repair and used the word dirty to justify not paying for repairs Final Business Response / [redacted] (4000, 9, 2015/09/09) */ The technician advised the corrosion should come off with the cleaning of the coilAs previously advised, should you experience a problem with the air conditioning system after having the coil cleaned, you may contact FNHW for service Final Consumer Response / [redacted] (4200, 11, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response had not changedThe [redacted] invoice clearly states two problems: the valve and the corroded condenser coilsReplacement was also clearly recommended You have chosen to ignore the recommendationThe coils were subsequently reevaluated by [redacted] and cleaning would only cause freon leakage I have had to replace entire unit due to AC not cooling after your repairs I [redacted] be sending you the [redacted] for reimbursement I [redacted] pursue legal action and continue until Revdex.com removes their endorsement
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 Review of your claim information shows a representative from the Customer Care Department has left you a voicemail on August 16, in regards to your request to cancel your home warranty contract We believe the above information completely responds to your request and the Company considers this matter resolvedShould you have any additional questions or concerns do not hesitate to contact us