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 We understand that you contend the service trade call feePlease refer to the Terms of Coverage #section of the Contract which clearly states; “Service Trade Call Fee (fee): A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each will require a separate service trade call feeThe fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointmentFailure to pay a fee will result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage will be reinstated for the remainder of the contract termNote: Service Trade Call Fee for Subterranean Termite Treatment is $plus applicable sales taxAll conditions and terms apply.” On August 30, you were advised of the $service fee upon initiation of your service claim However, as a gesture of good customer service please be advised that the Company has waived the service fee associated with this claim We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 6, 2015/09/17) */ When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, from what you describe and I was disappointed to hear the level of service you received 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 Vendors Relations Department to discuss directly with the company involvedAdditionally, note that the complaints received negatively affect the vendor's rating with our Company In good faith, FNHW has offered through our Sales Executive to review the invoice you paid to have the gas leak repaired for possible reimbursement under the terms and conditions of the ContractPlease submit this to our authorizations department at XXX-XXX-XXXX via fax or email to [redacted] @fnf.com In addition, FNHW has waived the $service fee in conjunction with this claim 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 Consumer Rebuttal / [redacted] (3000, 8, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) First I never ask to get reimburste I simply ask why do I have to pay the dollars for the service that I did not have also we being arguin about the service that you have not finish I pay the service man the dollars for the dishwasher he came twice once to fix and did not work so I call back to let them know that is not working the same repaire man came back and said that he as to send them a report for them to change the dishwasher , did not ear anything from fedelity so I call them to ask them when are they going to send some one I spoke to bella she was very made because I made a complain to Revdex.comso she said I dont think they going to finish the job till I send the [redacted] of the gas leack wich number one they never ask for a money back and also has nothing to do whith the diswasher sorry they are not very honest about the hold thing also they are saying that I did not pay the repaire man that fix the diswasher wich I did I ask to talk the repaire man they [redacted] not let me something is not right here they treat me very badly and not business like I [redacted] NOT PAY A OTHER PENNY TILL THEY FINISH THE JOB OF THE DISHWASHER Final Consumer Response / [redacted] (3000, 27, 2015/12/18) */ I dont understand that you close the conplainte because it is not settle yetmiss myrat from fedelity her ex is [redacted] as call me weeks ago asking me to send her the recipt of the diswasher that I purchase plus the recipte of the installation of the diswasher so I fax everything to her I have not hear aniting from her so I call her days a go lefte a massage she never respond so days after I call left message still no respond so this is not yet close Final Business Response / [redacted] (4000, 29, 2016/01/04) */ Fidelity National Home Warranty (FNHW) is in receipt of your recent correspondence requesting reimbursement for your dishwasher appliance replacementUnfortunately we are unable to reimburse you under the terms and conditions of your warranty contract Please refer to the Terms of Coverage #of the Contract; "if a covered system and/or appliance fails during the contract term, the contract holder must contact the Fidelity National Home Warranty (FNHW) Customer Service Department toll free at X-XXX-XXX-XXXXCalls are received hours a day - days a weekShould the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract and has no further comment regarding this matter
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because: The letter Fidelity sent me dated 7/states "the technician found no failure" contradictory to what the 2nd technician that Fidelity dispatched named Igor from [redacted] documented on his 7/14/visit(copy of letter is attached) [redacted] stated on 7/that the diagnosis and failure was due to the shifted insulation on the freezer door that was blocking the cold air into the fridge resulting in higher temperatures that would not be safe for food; temp was at degree F, should be degrees F(I attached the invoice) [redacted] was the 2nd company to be sent to my home after the first, [redacted] failed to diagnose the issue and claimed everything was okay leading to over $worth of foodIn addition, I have left messages for [redacted] a supervisor to call me on 6/and no response I have since purchased a new fridge, and would like terminate contract I just renewedI am not asking for them to pay my refrigerator, however I feel I am entitled to my claim payout since they failed to repair or communicate the root issueSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The contract that is in effect states All parts and components that affect operation If there is not a meter base that connects to the circuit panel there would be no energy to power the components- there fore no operation I had a second opinion from a licensed electrician, his statement was it should have been covered and Fidelity National Home Warranty should be on the hook to replace the meter base since it on the homeowners side and not on***-the electrical provider Second I requested a call from a manager and after speaking with a Customer Service Representative, no call from the FNHW was forthcoming and cancelled the ticket that was submitted to fix the electrical defect FNHW has not given me the contact information to submit the second opinion and has refused after several asking for an email The CSR stated FNHW does not give out an email to submit the second opinion I asked how does the company the dertermine what the second opinion is without receiving the opinion FNHW picks and chooses its warranty coverages based on its P&L which is understandable This is clearly a coverage issue, FNHW is ducking its coverage and not living to the word of the document There needs to a third party arbitrator assigned to these issues and make a clear cut determination on the real coverage They are in essence the provider of the coverage and final word of the coverage Clearly a conflict of interest Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ 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 for your inconveniences in the claim process for your air conditioner 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 companyYour concerns were forwarded to our Vendors Relations Department to discuss directly with the company involvedAdditionally, please note that the complaints received negatively affect the vendor's rating with FNHWOur records do not show the service fee paid to the first company out, as gesture of customer service FNHW has waived that service fee Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) My AC is finally fixedAs long that the fee waived, and hopefully next time the service [redacted] be better, I'm OK with everything
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 Companies letter dated February 23, Should you have any additional questions or concerns do not hesitate to contact us
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] their coverage needs improvement
Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our companyFidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers FNHW does not list, inventory or conduct a walk through to identify items in the homeThe FNHW Coverage Plans and Coverage Options are generally chosen prior to the contract being ordered, normally during the escrow process during a home sale transactionBuyer's Coverage Plan, with Coverage Options starts at the close of escrow and continues for one year provided the contract fee is paid at the close of escrow FNHW mails the contract holder, the declaration of coverage at the start of the Contract term, which may be the initial term or subsequent renewal termsToward the top on the right side of the first page of the declaration of coverage are the Coverage Plan type and Coverage Option(s) purchasedCoverage Options for the term are described on the last page of the declaration of coverage Please be advised that the Terms of Coverage #supports FNHWs decision in this matter: "This contract covers only those parts, systems and/or appliances specifically mentioned as covered and excludes all others." Our records show the Washer/Dryer Coverage Option was not purchased for this term, or your previous three terms you have had with FNHW Should you submit a copy of a paid invoice that addressed the failure as proof that the washer is now in good working order you may add the Washer/Dryer Coverage to your renewal termYou may submit the invoice to [redacted] @fnf.comPlease reference your Contract number and reason for submission of the invoice Please visit our website www.homewarranty.com to view all of the Coverage Options available to you at renewalFor your review and records, FNHW has scheduled another declaration of coverage to be mailed to youIt is our hope that the FNHW will be continue to be beneficial, as FNHW aims to provide the highest level of service to you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Are you seriously telling me that, I am paying premiums for what the original owner had? I invested $60,in remodeling the kitchen plus updated appliances, so the next owner will reap the benefit of my investment and labor How is that fair? They want me to suggest a compromiseI would be better off putting away $monthly for appliance repair then paying FHNW Who in their right mind would continue to paid for this rip-off scam called insurance? Final Business Response / [redacted] (4000, 9, 2015/06/25) */ Fidelity National Home Warranty has been pleased to have provided service to you over the last four years Final Consumer Response / [redacted] (4200, 11, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I [redacted] not recommend Fed Nat Home Warranty to any of my friends, neighbors or co-workersIt is my considered opinion this insurance plan is a rip-off scam Thank you [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ 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 We understand that you are seeking reimbursement of the service fee you paid to Artley PlumbingYou may refer to the "Terms of Coverage" #section of the Contract which provides; "A $fee is due for each service trade request and is paid to the contractor upon arrival at the home." The service became due upon placing the claim with FNHW Each claim is processed under the terms and conditions of the contract and accepted or denied on that basisOur records show on September 16, 2015, the technician from Artley Plumbing found the master bathroom toilet had aftermarket parts installed which were the cause of the leakHe further advised that the toilet was modified in order install the incorrect parts, therefore; in order to properly repair the toilet modifications would be required Based on the findings from the technician with Artley Plumbing, FNHW determined a second opinion was warranted to ensure a proper repair of the toiletOn October 8, 2015, FNHW initiated a second opinion SWO (Service Work Order), at no additional cost to youOn October 9, 2015, FNHW was advised by the second opinion service vendor that they had been unable to make contact with you in order to schedule an appointmentIn an effort to completely resolve your claim a representative of our company [redacted] be contacting youWe appreciate your business and look forward to a prompt resolution Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did too have contact with the second companyI talked to the woman on the phoneYour customer service is non existentI left several messages with your company I have yet to get a responseYou obviously just give people the run around until they are too tired to get the work doneNone of this mattersThis Revdex.com complaint won't hurt your business at all I don't believe that there was any need for a second opinionArtley Plumbing was 100% convinced that the toilet had to be replacedHowever, I can understand why you may question Artley as they were unaware that a new toilet comes with a seatWhy do you do business with Artley if they are incompetent? I should not have to pay the $service feeHe does not have to charge that, and should not charge for a job he is unqualified to doArtley told me that you would give them $to do the repairWhy can't I have my money back if you are not going to pay him? Final Business Response / [redacted] (4000, 13, 2015/10/30) */ FNHW would like to have the opportunity to reevaluate the toilet failure with another plumbing company; however, we understand that you are declining service As a gesture of customer service, FNHW is reimbursing the service feeYou [redacted] receive the $check under separate cover within 10-business days By 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 againWe value your business and look forward to a continued service relationship with you Final Consumer Response / [redacted] (2000, 15, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) If you refund the $I [redacted] be satisfiedI suggest you pick a better plumber for EscondidoPick someone whose opinion you trust the first timeAnd MORE IMPORTANTLY have better COMMUNICATIONS with customersWhen I did not hear from you after the plumber came I FELT ABANDONEDYou should have told me that you wanted a second opinion and that I was not going to get stuck with a second service callAfter feeling abandoned, I was turned off from getting helpIt seemed like a SIMPLE REPAIR was becoming an ordeal that you had no intention of repairingI [redacted] get the toilet fixed someday
Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ Your concerns are important to our Company; I appreciate the opportunity to respond Our records show that on October 22, 2015, Fidelity National Home Warranty (FNHW) authorized replacement of your microwaveLater that same day, you accepted cash in lieu of replacement of the microwaveAccordingly, FNHW processed the cash in lieu check per your requestPlease be advised that FNHW has waived the service fee in conjunction with the above Service Work Order (SWO)FNHW considers this matter to be resolved 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 Business Response / [redacted] (1000, 5, 2015/09/08) */ 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 July 05, It was this plumber's professional opinion that the water leak was from the grout for the buibench in the upstairs shower FNHW was contacted again for further investigation of a leak from the upstairs bathroom on September 19, The dispatched plumber opened the ceiling below the bathroom and found that the bathtub drain was leakingHe replaced the drain lineOn or about October 21, FNHW dispatched another plumbing technician to close the ceiling to a rough patch finish, as per the plumbing terms of your contactThe records show on October 23, our customer service representative left you a message to follow up on the claim and notes that he advised should you have any further issues, to contact FNHW No additional plumbing leaks were reported to FNHW prior to the expiration of the contract on June 24, Please be advised that FNHW liability is limited to failures due to wear and tear during the term of the contract per the contract's Limits of Liability #Additionally, Terms of Coverage #4, "Service work is guaranteed (without an additional service trade call fee) for days on labor and days on partsThe 30/90-day guarantee only applies to malfunctions that are reported to FNHW during the term of this contractPest control service work is guaranteed for days from the original date of service." Based on the aforementioned and under the terms and conditions of the warranty contract FNHW believes that your claim was properly processedAccordingly, we conclude that no remedial action is necessary
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ We appreciate you taking the time to provide your perspective of this service experience, which in turn, gives FNHW the opportunity to improve the service we provide to our customers When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer serviceI was disappointed to hear the level of service you receivedThe appropriate managers have been notified of your experience to address directly with the individuals involvedPlease accept my sincere apologies on behalf of FNHW for this and any inconvenience in regard this and your pool heater and air conditioner claims FNHW operates with the best of intentions and deepest respect for all of our customersUpon review of this matter by our Authorization Department managers FNHW has authorized replacement of the pool heaterFNHW has also reviewed the service fees paid in regard to the pool heater claim and is processing reimbursement for the second service fee paid on this claimThe reimbursement [redacted] appear as a credit from FNHW to your credit card statement We value your business Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Fidelity Home warranty quickly respond to this matterThey sent another company for second opinion and they also said that the problem is due to wear and tear so all parties agreed to replace the heater and they did so on 4/6/Everyone involved was very courteous and I cannot thank Revdex.com enough for resolving this matter Thank 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 customers Please refer to the Company’s letter dated September 6, Should you have any additional questions or concerns do not hesitate to contact us
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 We understand that you are requesting cancellation of your contractOur records show that you have been advised that a written cancellation request, signed by all legal owners of the covered property, is required in order to process the cancellation of your contractFor your reference, you may submit your request for cancellation to: [redacted] @fnf.com or via fax to: XXX-XXX-XXXXPlease be advised that your contract is due to expire on February 26, Additionally, in regard to your request for a full refund of the contract premium, the Company is unable to issue a refund per the terms and conditions of the contractPlease refer to the Limits of Liability #section of the Contract which states in relevant part; "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 a $administrative fee and less any service costs incurred by FNHW." Review of your contract shows that service was rendered for plumbing and the refrigerator at a cost to the Company of $In addition to the $administration fee the total amount that would be deducted exceeds the amount you paid for your contract, therefore no refund is dueShould you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business did not offer any solution to the problem; I was left without a functioning washer for a little less than a month, while still paying for a warranty coverage on itI also had to find a way to repair the washer on my own, again while paying for the warranty for itIt was the company's wrong doing: THEIR technician did not show up, not once, but TWICE in two consecutive daysInstead of trying and resolving the matter, they tried to schedule me for the next available appointment!! Really!! I had to wait longer for your mistake? THAT is not "the best of intentions and deepest respect for all your customers"Is it? Also, if you want to bring back the first problem we had: you sent me the contract for the coverage over a month after the real estate signed up for itTherefore, I had no way to know about the procedure to followThat was your wrong doing, yet againYou admitted that by repaying me for a part (should have been full) of what I paid of my own pocket for repairing the toiletIf you are going to bring that up again, I am happy to file a separate complaint for itLet me know how you would like me to proceed on this matter, nowAs for the fridge, I applied my right, per the coverage: my fridge needed repair, so I called a technicianIsn't that what I pay a warranty coverage for? Why are you bringing this up? You are not going to fix our issue because I used my warranty coverage's right? If you do not want customer to use the warranty coverage they pay for, do not offer it! It is simple! What we are talking about here is a complete different issue: advertisingYou promised a technician (twice), you promised a warranty coverage (that I am still paying for) and that obviously did not happen when my washer stopped workingI waited for that person to show upI took a day off of work to be there when he shows upIf the situation had been reversed, you would have charged me for the visitI was there, waitingIf you make mistakes, you fix themThe customer should not have to suffer from you incompetence and lack of ethicWhich is the case hereI had to deal with a problem that you were paid to deal withI am paying for a service that you did not perform despite the fact that you promised to perform (per our contract)To sum it up, no, I am not happy with the response provided by the "business"They need to realize that you cannot get away with treating people that wayOver Revdex.com complaints should be proof that they are not treating customers with respect, as they sayTime to see the consequences of their actions, I believe Final Business Response / [redacted] (4000, 9, 2016/01/05) */ It is the Company's policy to provide a copy of the contract to the customer via US Mail upon receipt of payment for the home warrantyOur records show that the Company received confirmation of payment on March 10, 2015, and a copy of the Contract was promptly mailed to the property address on March 12, The Company has reviewed the details of your claims history and maintains the claims were processed in accordance with the provisions of the Home WarrantyHowever, as a gesture of good faith, the Company is hereby waiving the service fee for the initial service call on your clothes washer Final Consumer Response / [redacted] (4200, 11, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stop bringing past issues (and you know there are a lot!) to cover up for this oneYou sent the contract late, therefore I could not know the procedure to follow, and you admitted of that fact by "resolving" the matter and reimbursing me some of my expensesI was lenient as you should have reimbursed the whole amountCase closed on this matter For the current case, you mean to tell me that you would wave the fee for the washer that you never fixed??? Wow! How big of you! That is sarcasm, in case you did not noticedYou really think that a full-time working mother would not fix her washer for two months, and wait for you to finally understand the definition of Customer service?? That is the entire problem: I have to find else where to have my washer fixed, while paying for your "services"Here is what you should have done: a customer calls you (me, in this instance) and tells you this they took off of work in order to wait for your technicianBut, this technician never even came and called minutes AFTER the initial time of the scheduled visit (two weeks prior) to let the customer know he [redacted] not be able to comeThe technician promises that he [redacted] come first thing in the morning, between 8:and 9:But, guess what? That technician of yours does not show up again (no call, no show)As soon as your phone rep heard that they should have apologized, in the name of the company, for the inconvenience (and it was a big one!)THAT never happened until I mentioned it! Really? Then, you should have found an appointment for that customer ASAP! Not two weeks in the future like you tried to do! You mentioned that you followed the procedure according to the contract???? Show me where in the contract it mentions that a technician MAY or MAY NOT show up, and that you [redacted] not be liable for any scheduled appointments not made (I had two appointments and you made none of them)According to your contract, I would have been charged $if the technician was on site at the scheduled time fork, but No one was there to greet himWell guess what? I was on site at the said time and your technician was notTWICE! I waited for him, sitting on my chair, impatient to finally have my washer repaired after two weeks without it, per your dear contract, as a paying customerBut since I was there and your technician was not, again: twice!, therefore, you owe me $times = $A check would be fine, thank youAnd do not believe that I [redacted] pocket that money and go on a fun shopping tripIt [redacted] go to the person who kindly fixed my washerWithout even having a contract! Can you believe that! He even apologize for what the warranty company did (that would be you!)
Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ 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 customersThe Company sincerely regrets the inconvenience to you and your family during the servicing of your range The Company understands that you wish to have the range repaired instead of replacedThe Company has reviewed the claim information at length and determined that replacement is authorized for this appliance due to the extent of repairs required at this time Please refer to the Limits of Liability #section of the Contract concerning replacements through the Home Warranty ContractFor your reference this section of the Contract states: "FNHW will determine whether a covered item will be repaired or replacedExcept as otherwise noted in this contract, replacements will be of similar features, capacity and efficiency as the item being replacedFNHW is not responsible for matching brand, color and/or dimensions." The replacement options that you have been offered are in accordance with the provisions of the Home Warranty ContractPlease review our letter of March 8, 2016, which outlines the options available to youShould you have any additional questions or if you have reached a decision as to how you would like to proceed please do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ 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 We understand that you contend the service trade call fee amount listed in the marketing brochure you are in possession of should be honored by the CompanyPlease be advised that the marketing brochure is not indicative of the actual Home Warranty product you obtained during the purchase of your homeOur records show that on April 16, 2015; the Company mailed a Declaration Sheet that indicates the specific coverages that apply to the specific Home Warranty product that was purchasedFor your records, the Company has scheduled a new copy of this Declaration Sheet to be mailed to you at your property addressYou may refer to the Terms of Coverage #section of the Contract which clearly states; "There is a $service fee due for each trade call, or actual cost of service, whichever is less, paid to the independent service contractor at the time of serviceFor example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call feeFailure to pay the service trade call fee [redacted] result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage [redacted] be reinstated for the remainder of the contract termService requests must be received prior to the expiration of the contract term." Furthermore, our records show when you contacted the Company to place your claim for service on October 30, 2015, that you were advised by the Service Representative a $service fee would be due at the time of serviceOn December 22, you verbally confirmed that you had been advised of the $service fee upon initiation of your service claim Additionally, you are requesting cancellation of your Contract and a full refund of your contract premiumPlease refer to the Limits of Liability #section of the Contract which states in relevant part; "This contract is non-cancelable by FNHW, except for: (a) non-payment of Contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of sale does not occurIf this contract is canceled, the provider of funds shall be entitled to a prorated refund of the paid contract fee for the unexpired term, less an administrative fee and any service costs incurred by FNHWUpon renewal, this contract is non-cancelable except for non-payment of contract fees, fraud, or misrepresentation of factsContract holder(s) must submit request for cancellation in writingColorado: This contract is governed by the provision of the "Colorado Consumer Protection Act" or the "Unfair Practices Act," Articles and of Title C.R.S., and the contract holder may have a right of civil action under such laws, including obtaining the recourse of penalties specified in such laws." You may submit a written request for cancellation, signed by all legal owners of the property, via email to: [redacted] @fnf.com, or via fax to: X-XXX-XXX-XXXXReview of your contract shows that the cost incurred by the Company for services rendered under the water heater claim exceeds the amount paid for the contract; therefore, no refund would be duePlease be advised that your contract is due to expire on March 24, Should you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX 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 Business Response / [redacted] (1000, 5, 2016/02/11) */ 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 customers We understand that you wish to cancel your contract which came into effect on October 17, Our records show the Company explained to you the process through which you may request cancellation of your contractPlease refer to the Limits of Liability #section of the contract which states in relevant part; "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 FNHWA 10% monthly penalty shall be added to refunds not paid or credited within days after the return of this contract to FNHW." Should you wish to proceed with cancellation of your contract you may submit your written request, signed by all legal owners of the property, to the Company's Inbound Sales Department for review and further processing Should you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I was willing to give money to this company for being lied to I would have submitted a cancellation request as they askedNo amount of explanation is sufficient to warrant receiving funds for this type of sales practiceI am not willing to settle for paying for the privilege of being lied to during the sales processThe correct response from this company would be to apologize, correct their sales process and refund their ill-gotten gainsI suspect that I am not the only consumer that has been treated this way by this customerThis company needs to understand about fair sales practices and abide by themI do not accept their offer of no offer Final Business Response / [redacted] (4000, 9, 2016/02/23) */ Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that you reported a pressure regulator was missing from the gas supply line which services your pool/spa heaterThe Company understands that you contend this condition is an improper previous repair and that it should fall under the Comprehensive Option coverage section of the contractConversely, the Company constitutes this condition as a missing part which is not covered pursuant to the Limits of Liability #section of the contractFor your reference, this coverage section states: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts." The Company considers this matter to be correctly processed under the terms and conditions of the ContractShould you have any additional questions or concerns do not hesitate to contact us Final Consumer Response / [redacted] (4200, 11, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As expected, the provided interpretation is not correct, nor does it cover the point of contentionThe Warranty I had originally covered major equipment (and we paid extra to include the above ground pool equipment)for failure to operate as designed by cause of improper installationI was told that the terms of the original warranty were the same as the new company had purchased to previous companyOnly when I tried to file a claim, I was told that items that had been repaired previously (rollout switch replaced) were not eligible to be repaired again under the new warrantyI was also informed that it was not covered at all as the real issue was that a pressure valve is required and was not installed, and the new warranty does not cover anything installed incorrectlyA completely different story from "service" than from "sales"According to "sales" these are coveredAccording to "service" almost nothing in the home is covered as it is easy to say it was a manufacture defect, use issue, installation issue, This is the backbone of this complaintCompanies should not be able to sell consumers a product and then fail to deliver, periodTwo different departments in the same Company can play games all day long, interpreting the words in the agreement as it best suits their purpose and needsMany Companies do not do this and provide the service as promisedSome companies doIt is beginning to be very clear that this company is the latterIt is not enough for buyer beware, but rather, buyer - get a lawyer and rewrite the service agreement to remove the "wiggle room" that [redacted] interpreted loosely by need/want I am trying to handle this using the Revdex.com's servicesHowever, it appears that this company is not going to own up to it's practices and do the right thingThis is unfortunateI can only hope that other consumers learn about these business practices before they give away their hard earned money
Initial Business Response / [redacted] (1000, 6, 2015/06/04) */ FNHW values the trust each of our Contract Holders place in us to resolve their service request in a timely and professional mannerWhen this does not happen we review what went wrong and implement processes for improvement Our records show FNHW's authorization department assistant manager contacted you to advise FNHW has authorized the plumbing drain line in accordance with the terms and conditions of the ContractA check as cash in lieu of repairs [redacted] arrive under separate cover within 7-business days We appreciate you taking the time to provide us with your service experience, which in turn, gives FNHW the opportunity to improve the service we provide to our customers Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) This resolves the matter
Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ 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 Our records show a service claim was called in on August 13, and a scheduled appointment was not set up until October 1, due to scheduling conflicts between you and the service technicianFNHW offered the option of using an outside independent technician under the Terms of Coverage #of the Contract, "Should FNHW grant the contract holder authorization to contact a contractor directly to perform a covered service, FNHW [redacted] reimburse the contract holder only if the contractor is qualified, licensed, insured, and provides fair and reasonable rates on parts and laborOnce the contractor arrives at the property and prior to the contractor performing any repairs for which the contract holder may seek reimbursement, the contract holder must contact FNHW by calling X-XXX-XXX-XXXX to confirm that service work is covered under the contract." However, this offer was declined and the service appointment with FNHW independent service contractor was kept Upon diagnosing the failure to the evaporative cooler, it is the technician's professional opinion that the unit required maintenance prior to covered repairs being completed As explained by the FNHW authorization department agent on October 6, FNHW does not cover for cleaning and maintenanceAs stated in Limits of Liability #of the Contract, "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." Once the maintenance is completed, FNHW can proceed with the covered repairs for the air conditioning condensing unit 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
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Review of your claim information shows the repairs to your forced air furnace have been... completed. The records indicate you also spoke with a representative from the Customer Care department and you would like to continue coverage for the remaining contract term. Please be advised that as a gesture of good customer service the Company has refunded the service fee associated with this claim. We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. 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 We understand that you contend the service trade call feePlease refer to the Terms of Coverage #section of the Contract which clearly states; “Service Trade Call Fee (fee): A $fee is due for each service trade request and is paid to the contractor upon arrival at the homeFor example, if a contract holder needs both a plumber and an appliance technician, each will require a separate service trade call feeThe fee is due once we initiate the service request on your behalf and is still due when: the diagnosis results in a complete or partial exclusion of coverage; the contractor is in route to the home and you cancel the appointment; you fail to provide the necessary access to perform the service request, including not being home at the time of the pre-arranged appointmentFailure to pay a fee will result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage will be reinstated for the remainder of the contract termNote: Service Trade Call Fee for Subterranean Termite Treatment is $plus applicable sales taxAll conditions and terms apply.” On August 30, you were advised of the $service fee upon initiation of your service claim However, as a gesture of good customer service please be advised that the Company has waived the service fee associated with this claim We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 6, 2015/09/17) */ When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, from what you describe and I was disappointed to hear the level of service you received 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 Vendors Relations Department to discuss directly with the company involvedAdditionally, note that the complaints received negatively affect the vendor's rating with our Company In good faith, FNHW has offered through our Sales Executive to review the invoice you paid to have the gas leak repaired for possible reimbursement under the terms and conditions of the ContractPlease submit this to our authorizations department at XXX-XXX-XXXX via fax or email to [redacted] @fnf.com In addition, FNHW has waived the $service fee in conjunction with this claim 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 Consumer Rebuttal / [redacted] (3000, 8, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) First I never ask to get reimburste I simply ask why do I have to pay the dollars for the service that I did not have also we being arguin about the service that you have not finish I pay the service man the dollars for the dishwasher he came twice once to fix and did not work so I call back to let them know that is not working the same repaire man came back and said that he as to send them a report for them to change the dishwasher , did not ear anything from fedelity so I call them to ask them when are they going to send some one I spoke to bella she was very made because I made a complain to Revdex.comso she said I dont think they going to finish the job till I send the [redacted] of the gas leack wich number one they never ask for a money back and also has nothing to do whith the diswasher sorry they are not very honest about the hold thing also they are saying that I did not pay the repaire man that fix the diswasher wich I did I ask to talk the repaire man they [redacted] not let me something is not right here they treat me very badly and not business like I [redacted] NOT PAY A OTHER PENNY TILL THEY FINISH THE JOB OF THE DISHWASHER Final Consumer Response / [redacted] (3000, 27, 2015/12/18) */ I dont understand that you close the conplainte because it is not settle yetmiss myrat from fedelity her ex is [redacted] as call me weeks ago asking me to send her the recipt of the diswasher that I purchase plus the recipte of the installation of the diswasher so I fax everything to her I have not hear aniting from her so I call her days a go lefte a massage she never respond so days after I call left message still no respond so this is not yet close Final Business Response / [redacted] (4000, 29, 2016/01/04) */ Fidelity National Home Warranty (FNHW) is in receipt of your recent correspondence requesting reimbursement for your dishwasher appliance replacementUnfortunately we are unable to reimburse you under the terms and conditions of your warranty contract Please refer to the Terms of Coverage #of the Contract; "if a covered system and/or appliance fails during the contract term, the contract holder must contact the Fidelity National Home Warranty (FNHW) Customer Service Department toll free at X-XXX-XXX-XXXXCalls are received hours a day - days a weekShould the contract holder contract directly with others, or do the work themselves, FNHW [redacted] not be responsible for reimbursement of that cost." FNHW considers this claim to be correctly processed under the terms and conditions of the Contract and has no further comment regarding this matter
Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] I am rejecting this response because: The letter Fidelity sent me dated 7/states "the technician found no failure" contradictory to what the 2nd technician that Fidelity dispatched named Igor from [redacted] documented on his 7/14/visit(copy of letter is attached) [redacted] stated on 7/that the diagnosis and failure was due to the shifted insulation on the freezer door that was blocking the cold air into the fridge resulting in higher temperatures that would not be safe for food; temp was at degree F, should be degrees F(I attached the invoice) [redacted] was the 2nd company to be sent to my home after the first, [redacted] failed to diagnose the issue and claimed everything was okay leading to over $worth of foodIn addition, I have left messages for [redacted] a supervisor to call me on 6/and no response I have since purchased a new fridge, and would like terminate contract I just renewedI am not asking for them to pay my refrigerator, however I feel I am entitled to my claim payout since they failed to repair or communicate the root issueSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The contract that is in effect states All parts and components that affect operation If there is not a meter base that connects to the circuit panel there would be no energy to power the components- there fore no operation I had a second opinion from a licensed electrician, his statement was it should have been covered and Fidelity National Home Warranty should be on the hook to replace the meter base since it on the homeowners side and not on***-the electrical provider Second I requested a call from a manager and after speaking with a Customer Service Representative, no call from the FNHW was forthcoming and cancelled the ticket that was submitted to fix the electrical defect FNHW has not given me the contact information to submit the second opinion and has refused after several asking for an email The CSR stated FNHW does not give out an email to submit the second opinion I asked how does the company the dertermine what the second opinion is without receiving the opinion FNHW picks and chooses its warranty coverages based on its P&L which is understandable This is clearly a coverage issue, FNHW is ducking its coverage and not living to the word of the document There needs to a third party arbitrator assigned to these issues and make a clear cut determination on the real coverage They are in essence the provider of the coverage and final word of the coverage Clearly a conflict of interest Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ 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 for your inconveniences in the claim process for your air conditioner 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 companyYour concerns were forwarded to our Vendors Relations Department to discuss directly with the company involvedAdditionally, please note that the complaints received negatively affect the vendor's rating with FNHWOur records do not show the service fee paid to the first company out, as gesture of customer service FNHW has waived that service fee Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) My AC is finally fixedAs long that the fee waived, and hopefully next time the service [redacted] be better, I'm OK with everything
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 Companies letter dated February 23, Should you have any additional questions or concerns do not hesitate to contact us
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] their coverage needs improvement
Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our companyFidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customers FNHW does not list, inventory or conduct a walk through to identify items in the homeThe FNHW Coverage Plans and Coverage Options are generally chosen prior to the contract being ordered, normally during the escrow process during a home sale transactionBuyer's Coverage Plan, with Coverage Options starts at the close of escrow and continues for one year provided the contract fee is paid at the close of escrow FNHW mails the contract holder, the declaration of coverage at the start of the Contract term, which may be the initial term or subsequent renewal termsToward the top on the right side of the first page of the declaration of coverage are the Coverage Plan type and Coverage Option(s) purchasedCoverage Options for the term are described on the last page of the declaration of coverage Please be advised that the Terms of Coverage #supports FNHWs decision in this matter: "This contract covers only those parts, systems and/or appliances specifically mentioned as covered and excludes all others." Our records show the Washer/Dryer Coverage Option was not purchased for this term, or your previous three terms you have had with FNHW Should you submit a copy of a paid invoice that addressed the failure as proof that the washer is now in good working order you may add the Washer/Dryer Coverage to your renewal termYou may submit the invoice to [redacted] @fnf.comPlease reference your Contract number and reason for submission of the invoice Please visit our website www.homewarranty.com to view all of the Coverage Options available to you at renewalFor your review and records, FNHW has scheduled another declaration of coverage to be mailed to youIt is our hope that the FNHW will be continue to be beneficial, as FNHW aims to provide the highest level of service to you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Are you seriously telling me that, I am paying premiums for what the original owner had? I invested $60,in remodeling the kitchen plus updated appliances, so the next owner will reap the benefit of my investment and labor How is that fair? They want me to suggest a compromiseI would be better off putting away $monthly for appliance repair then paying FHNW Who in their right mind would continue to paid for this rip-off scam called insurance? Final Business Response / [redacted] (4000, 9, 2015/06/25) */ Fidelity National Home Warranty has been pleased to have provided service to you over the last four years Final Consumer Response / [redacted] (4200, 11, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I [redacted] not recommend Fed Nat Home Warranty to any of my friends, neighbors or co-workersIt is my considered opinion this insurance plan is a rip-off scam Thank you [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ 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 We understand that you are seeking reimbursement of the service fee you paid to Artley PlumbingYou may refer to the "Terms of Coverage" #section of the Contract which provides; "A $fee is due for each service trade request and is paid to the contractor upon arrival at the home." The service became due upon placing the claim with FNHW Each claim is processed under the terms and conditions of the contract and accepted or denied on that basisOur records show on September 16, 2015, the technician from Artley Plumbing found the master bathroom toilet had aftermarket parts installed which were the cause of the leakHe further advised that the toilet was modified in order install the incorrect parts, therefore; in order to properly repair the toilet modifications would be required Based on the findings from the technician with Artley Plumbing, FNHW determined a second opinion was warranted to ensure a proper repair of the toiletOn October 8, 2015, FNHW initiated a second opinion SWO (Service Work Order), at no additional cost to youOn October 9, 2015, FNHW was advised by the second opinion service vendor that they had been unable to make contact with you in order to schedule an appointmentIn an effort to completely resolve your claim a representative of our company [redacted] be contacting youWe appreciate your business and look forward to a prompt resolution Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did too have contact with the second companyI talked to the woman on the phoneYour customer service is non existentI left several messages with your company I have yet to get a responseYou obviously just give people the run around until they are too tired to get the work doneNone of this mattersThis Revdex.com complaint won't hurt your business at all I don't believe that there was any need for a second opinionArtley Plumbing was 100% convinced that the toilet had to be replacedHowever, I can understand why you may question Artley as they were unaware that a new toilet comes with a seatWhy do you do business with Artley if they are incompetent? I should not have to pay the $service feeHe does not have to charge that, and should not charge for a job he is unqualified to doArtley told me that you would give them $to do the repairWhy can't I have my money back if you are not going to pay him? Final Business Response / [redacted] (4000, 13, 2015/10/30) */ FNHW would like to have the opportunity to reevaluate the toilet failure with another plumbing company; however, we understand that you are declining service As a gesture of customer service, FNHW is reimbursing the service feeYou [redacted] receive the $check under separate cover within 10-business days By 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 againWe value your business and look forward to a continued service relationship with you Final Consumer Response / [redacted] (2000, 15, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) If you refund the $I [redacted] be satisfiedI suggest you pick a better plumber for EscondidoPick someone whose opinion you trust the first timeAnd MORE IMPORTANTLY have better COMMUNICATIONS with customersWhen I did not hear from you after the plumber came I FELT ABANDONEDYou should have told me that you wanted a second opinion and that I was not going to get stuck with a second service callAfter feeling abandoned, I was turned off from getting helpIt seemed like a SIMPLE REPAIR was becoming an ordeal that you had no intention of repairingI [redacted] get the toilet fixed someday
Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ Your concerns are important to our Company; I appreciate the opportunity to respond Our records show that on October 22, 2015, Fidelity National Home Warranty (FNHW) authorized replacement of your microwaveLater that same day, you accepted cash in lieu of replacement of the microwaveAccordingly, FNHW processed the cash in lieu check per your requestPlease be advised that FNHW has waived the service fee in conjunction with the above Service Work Order (SWO)FNHW considers this matter to be resolved 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 Business Response / [redacted] (1000, 5, 2015/09/08) */ 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 July 05, It was this plumber's professional opinion that the water leak was from the grout for the buibench in the upstairs shower FNHW was contacted again for further investigation of a leak from the upstairs bathroom on September 19, The dispatched plumber opened the ceiling below the bathroom and found that the bathtub drain was leakingHe replaced the drain lineOn or about October 21, FNHW dispatched another plumbing technician to close the ceiling to a rough patch finish, as per the plumbing terms of your contactThe records show on October 23, our customer service representative left you a message to follow up on the claim and notes that he advised should you have any further issues, to contact FNHW No additional plumbing leaks were reported to FNHW prior to the expiration of the contract on June 24, Please be advised that FNHW liability is limited to failures due to wear and tear during the term of the contract per the contract's Limits of Liability #Additionally, Terms of Coverage #4, "Service work is guaranteed (without an additional service trade call fee) for days on labor and days on partsThe 30/90-day guarantee only applies to malfunctions that are reported to FNHW during the term of this contractPest control service work is guaranteed for days from the original date of service." Based on the aforementioned and under the terms and conditions of the warranty contract FNHW believes that your claim was properly processedAccordingly, we conclude that no remedial action is necessary
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ We appreciate you taking the time to provide your perspective of this service experience, which in turn, gives FNHW the opportunity to improve the service we provide to our customers When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer serviceI was disappointed to hear the level of service you receivedThe appropriate managers have been notified of your experience to address directly with the individuals involvedPlease accept my sincere apologies on behalf of FNHW for this and any inconvenience in regard this and your pool heater and air conditioner claims FNHW operates with the best of intentions and deepest respect for all of our customersUpon review of this matter by our Authorization Department managers FNHW has authorized replacement of the pool heaterFNHW has also reviewed the service fees paid in regard to the pool heater claim and is processing reimbursement for the second service fee paid on this claimThe reimbursement [redacted] appear as a credit from FNHW to your credit card statement We value your business Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Fidelity Home warranty quickly respond to this matterThey sent another company for second opinion and they also said that the problem is due to wear and tear so all parties agreed to replace the heater and they did so on 4/6/Everyone involved was very courteous and I cannot thank Revdex.com enough for resolving this matter Thank 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 customers Please refer to the Company’s letter dated September 6, Should you have any additional questions or concerns do not hesitate to contact us
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 We understand that you are requesting cancellation of your contractOur records show that you have been advised that a written cancellation request, signed by all legal owners of the covered property, is required in order to process the cancellation of your contractFor your reference, you may submit your request for cancellation to: [redacted] @fnf.com or via fax to: XXX-XXX-XXXXPlease be advised that your contract is due to expire on February 26, Additionally, in regard to your request for a full refund of the contract premium, the Company is unable to issue a refund per the terms and conditions of the contractPlease refer to the Limits of Liability #section of the Contract which states in relevant part; "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 a $administrative fee and less any service costs incurred by FNHW." Review of your contract shows that service was rendered for plumbing and the refrigerator at a cost to the Company of $In addition to the $administration fee the total amount that would be deducted exceeds the amount you paid for your contract, therefore no refund is dueShould you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business did not offer any solution to the problem; I was left without a functioning washer for a little less than a month, while still paying for a warranty coverage on itI also had to find a way to repair the washer on my own, again while paying for the warranty for itIt was the company's wrong doing: THEIR technician did not show up, not once, but TWICE in two consecutive daysInstead of trying and resolving the matter, they tried to schedule me for the next available appointment!! Really!! I had to wait longer for your mistake? THAT is not "the best of intentions and deepest respect for all your customers"Is it? Also, if you want to bring back the first problem we had: you sent me the contract for the coverage over a month after the real estate signed up for itTherefore, I had no way to know about the procedure to followThat was your wrong doing, yet againYou admitted that by repaying me for a part (should have been full) of what I paid of my own pocket for repairing the toiletIf you are going to bring that up again, I am happy to file a separate complaint for itLet me know how you would like me to proceed on this matter, nowAs for the fridge, I applied my right, per the coverage: my fridge needed repair, so I called a technicianIsn't that what I pay a warranty coverage for? Why are you bringing this up? You are not going to fix our issue because I used my warranty coverage's right? If you do not want customer to use the warranty coverage they pay for, do not offer it! It is simple! What we are talking about here is a complete different issue: advertisingYou promised a technician (twice), you promised a warranty coverage (that I am still paying for) and that obviously did not happen when my washer stopped workingI waited for that person to show upI took a day off of work to be there when he shows upIf the situation had been reversed, you would have charged me for the visitI was there, waitingIf you make mistakes, you fix themThe customer should not have to suffer from you incompetence and lack of ethicWhich is the case hereI had to deal with a problem that you were paid to deal withI am paying for a service that you did not perform despite the fact that you promised to perform (per our contract)To sum it up, no, I am not happy with the response provided by the "business"They need to realize that you cannot get away with treating people that wayOver Revdex.com complaints should be proof that they are not treating customers with respect, as they sayTime to see the consequences of their actions, I believe Final Business Response / [redacted] (4000, 9, 2016/01/05) */ It is the Company's policy to provide a copy of the contract to the customer via US Mail upon receipt of payment for the home warrantyOur records show that the Company received confirmation of payment on March 10, 2015, and a copy of the Contract was promptly mailed to the property address on March 12, The Company has reviewed the details of your claims history and maintains the claims were processed in accordance with the provisions of the Home WarrantyHowever, as a gesture of good faith, the Company is hereby waiving the service fee for the initial service call on your clothes washer Final Consumer Response / [redacted] (4200, 11, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stop bringing past issues (and you know there are a lot!) to cover up for this oneYou sent the contract late, therefore I could not know the procedure to follow, and you admitted of that fact by "resolving" the matter and reimbursing me some of my expensesI was lenient as you should have reimbursed the whole amountCase closed on this matter For the current case, you mean to tell me that you would wave the fee for the washer that you never fixed??? Wow! How big of you! That is sarcasm, in case you did not noticedYou really think that a full-time working mother would not fix her washer for two months, and wait for you to finally understand the definition of Customer service?? That is the entire problem: I have to find else where to have my washer fixed, while paying for your "services"Here is what you should have done: a customer calls you (me, in this instance) and tells you this they took off of work in order to wait for your technicianBut, this technician never even came and called minutes AFTER the initial time of the scheduled visit (two weeks prior) to let the customer know he [redacted] not be able to comeThe technician promises that he [redacted] come first thing in the morning, between 8:and 9:But, guess what? That technician of yours does not show up again (no call, no show)As soon as your phone rep heard that they should have apologized, in the name of the company, for the inconvenience (and it was a big one!)THAT never happened until I mentioned it! Really? Then, you should have found an appointment for that customer ASAP! Not two weeks in the future like you tried to do! You mentioned that you followed the procedure according to the contract???? Show me where in the contract it mentions that a technician MAY or MAY NOT show up, and that you [redacted] not be liable for any scheduled appointments not made (I had two appointments and you made none of them)According to your contract, I would have been charged $if the technician was on site at the scheduled time fork, but No one was there to greet himWell guess what? I was on site at the said time and your technician was notTWICE! I waited for him, sitting on my chair, impatient to finally have my washer repaired after two weeks without it, per your dear contract, as a paying customerBut since I was there and your technician was not, again: twice!, therefore, you owe me $times = $A check would be fine, thank youAnd do not believe that I [redacted] pocket that money and go on a fun shopping tripIt [redacted] go to the person who kindly fixed my washerWithout even having a contract! Can you believe that! He even apologize for what the warranty company did (that would be you!)
Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ 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 customersThe Company sincerely regrets the inconvenience to you and your family during the servicing of your range The Company understands that you wish to have the range repaired instead of replacedThe Company has reviewed the claim information at length and determined that replacement is authorized for this appliance due to the extent of repairs required at this time Please refer to the Limits of Liability #section of the Contract concerning replacements through the Home Warranty ContractFor your reference this section of the Contract states: "FNHW will determine whether a covered item will be repaired or replacedExcept as otherwise noted in this contract, replacements will be of similar features, capacity and efficiency as the item being replacedFNHW is not responsible for matching brand, color and/or dimensions." The replacement options that you have been offered are in accordance with the provisions of the Home Warranty ContractPlease review our letter of March 8, 2016, which outlines the options available to youShould you have any additional questions or if you have reached a decision as to how you would like to proceed please do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ 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 We understand that you contend the service trade call fee amount listed in the marketing brochure you are in possession of should be honored by the CompanyPlease be advised that the marketing brochure is not indicative of the actual Home Warranty product you obtained during the purchase of your homeOur records show that on April 16, 2015; the Company mailed a Declaration Sheet that indicates the specific coverages that apply to the specific Home Warranty product that was purchasedFor your records, the Company has scheduled a new copy of this Declaration Sheet to be mailed to you at your property addressYou may refer to the Terms of Coverage #section of the Contract which clearly states; "There is a $service fee due for each trade call, or actual cost of service, whichever is less, paid to the independent service contractor at the time of serviceFor example, if a contract holder needs both a plumber and an appliance technician, each [redacted] require a separate service trade call feeFailure to pay the service trade call fee [redacted] result in suspension of coverage until such time as the proper fee is paidUpon receipt of that payment, coverage [redacted] be reinstated for the remainder of the contract termService requests must be received prior to the expiration of the contract term." Furthermore, our records show when you contacted the Company to place your claim for service on October 30, 2015, that you were advised by the Service Representative a $service fee would be due at the time of serviceOn December 22, you verbally confirmed that you had been advised of the $service fee upon initiation of your service claim Additionally, you are requesting cancellation of your Contract and a full refund of your contract premiumPlease refer to the Limits of Liability #section of the Contract which states in relevant part; "This contract is non-cancelable by FNHW, except for: (a) non-payment of Contract fees; (b) fraud or misrepresentation of facts material to the issuance of this contract; or (c) when contract is for Seller's Coverage and close of sale does not occurIf this contract is canceled, the provider of funds shall be entitled to a prorated refund of the paid contract fee for the unexpired term, less an administrative fee and any service costs incurred by FNHWUpon renewal, this contract is non-cancelable except for non-payment of contract fees, fraud, or misrepresentation of factsContract holder(s) must submit request for cancellation in writingColorado: This contract is governed by the provision of the "Colorado Consumer Protection Act" or the "Unfair Practices Act," Articles and of Title C.R.S., and the contract holder may have a right of civil action under such laws, including obtaining the recourse of penalties specified in such laws." You may submit a written request for cancellation, signed by all legal owners of the property, via email to: [redacted] @fnf.com, or via fax to: X-XXX-XXX-XXXXReview of your contract shows that the cost incurred by the Company for services rendered under the water heater claim exceeds the amount paid for the contract; therefore, no refund would be duePlease be advised that your contract is due to expire on March 24, Should you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX 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 Business Response / [redacted] (1000, 5, 2016/02/11) */ 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 customers We understand that you wish to cancel your contract which came into effect on October 17, Our records show the Company explained to you the process through which you may request cancellation of your contractPlease refer to the Limits of Liability #section of the contract which states in relevant part; "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 FNHWA 10% monthly penalty shall be added to refunds not paid or credited within days after the return of this contract to FNHW." Should you wish to proceed with cancellation of your contract you may submit your written request, signed by all legal owners of the property, to the Company's Inbound Sales Department for review and further processing Should you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I was willing to give money to this company for being lied to I would have submitted a cancellation request as they askedNo amount of explanation is sufficient to warrant receiving funds for this type of sales practiceI am not willing to settle for paying for the privilege of being lied to during the sales processThe correct response from this company would be to apologize, correct their sales process and refund their ill-gotten gainsI suspect that I am not the only consumer that has been treated this way by this customerThis company needs to understand about fair sales practices and abide by themI do not accept their offer of no offer Final Business Response / [redacted] (4000, 9, 2016/02/23) */ Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that you reported a pressure regulator was missing from the gas supply line which services your pool/spa heaterThe Company understands that you contend this condition is an improper previous repair and that it should fall under the Comprehensive Option coverage section of the contractConversely, the Company constitutes this condition as a missing part which is not covered pursuant to the Limits of Liability #section of the contractFor your reference, this coverage section states: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts." The Company considers this matter to be correctly processed under the terms and conditions of the ContractShould you have any additional questions or concerns do not hesitate to contact us Final Consumer Response / [redacted] (4200, 11, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As expected, the provided interpretation is not correct, nor does it cover the point of contentionThe Warranty I had originally covered major equipment (and we paid extra to include the above ground pool equipment)for failure to operate as designed by cause of improper installationI was told that the terms of the original warranty were the same as the new company had purchased to previous companyOnly when I tried to file a claim, I was told that items that had been repaired previously (rollout switch replaced) were not eligible to be repaired again under the new warrantyI was also informed that it was not covered at all as the real issue was that a pressure valve is required and was not installed, and the new warranty does not cover anything installed incorrectlyA completely different story from "service" than from "sales"According to "sales" these are coveredAccording to "service" almost nothing in the home is covered as it is easy to say it was a manufacture defect, use issue, installation issue, This is the backbone of this complaintCompanies should not be able to sell consumers a product and then fail to deliver, periodTwo different departments in the same Company can play games all day long, interpreting the words in the agreement as it best suits their purpose and needsMany Companies do not do this and provide the service as promisedSome companies doIt is beginning to be very clear that this company is the latterIt is not enough for buyer beware, but rather, buyer - get a lawyer and rewrite the service agreement to remove the "wiggle room" that [redacted] interpreted loosely by need/want I am trying to handle this using the Revdex.com's servicesHowever, it appears that this company is not going to own up to it's practices and do the right thingThis is unfortunateI can only hope that other consumers learn about these business practices before they give away their hard earned money
Initial Business Response / [redacted] (1000, 6, 2015/06/04) */ FNHW values the trust each of our Contract Holders place in us to resolve their service request in a timely and professional mannerWhen this does not happen we review what went wrong and implement processes for improvement Our records show FNHW's authorization department assistant manager contacted you to advise FNHW has authorized the plumbing drain line in accordance with the terms and conditions of the ContractA check as cash in lieu of repairs [redacted] arrive under separate cover within 7-business days We appreciate you taking the time to provide us with your service experience, which in turn, gives FNHW the opportunity to improve the service we provide to our customers Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) This resolves the matter
Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ 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 Our records show a service claim was called in on August 13, and a scheduled appointment was not set up until October 1, due to scheduling conflicts between you and the service technicianFNHW offered the option of using an outside independent technician under the Terms of Coverage #of the Contract, "Should FNHW grant the contract holder authorization to contact a contractor directly to perform a covered service, FNHW [redacted] reimburse the contract holder only if the contractor is qualified, licensed, insured, and provides fair and reasonable rates on parts and laborOnce the contractor arrives at the property and prior to the contractor performing any repairs for which the contract holder may seek reimbursement, the contract holder must contact FNHW by calling X-XXX-XXX-XXXX to confirm that service work is covered under the contract." However, this offer was declined and the service appointment with FNHW independent service contractor was kept Upon diagnosing the failure to the evaporative cooler, it is the technician's professional opinion that the unit required maintenance prior to covered repairs being completed As explained by the FNHW authorization department agent on October 6, FNHW does not cover for cleaning and maintenanceAs stated in Limits of Liability #of the Contract, "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." Once the maintenance is completed, FNHW can proceed with the covered repairs for the air conditioning condensing unit 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
Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Review of your claim information shows the repairs to your forced air furnace have been... completed. The records indicate you also spoke with a representative from the Customer Care department and you would like to continue coverage for the remaining contract term. Please be advised that as a gesture of good customer service the Company has refunded the service fee associated with this claim. We hope that the true value of this home warranty coverage will continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to you. Should you have any additional questions or concerns do not hesitate to contact us.