Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers Our records show that on October 5, 2015, FNHW dispatched a second opinion SWO (Service Work Order) to the vendor S.T.A.ROn October 13, 2015, FNHW was advised by the vendor that they completed the needed repairs for your dishwasher 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] (2000, 7, 2015/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) They sent over a new company which fixed my dishwasher
Initial Business Response / [redacted] (1000, 9, 2015/12/18) */ 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 your Home Warranty coverage began on November 17, On November 24, 2015, the Company sent an independent service technician to your Property pursuant to your requestThe technician found that the forced air furnace had multiple failures that were preexisting to the start of the Home WarrantyAs stated in the Terms of Coverage 10: "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 applianceA visual inspection of the covered item verifies that it appears structurally intact and without damage or missing parts that would indicate inoperabilityOperating the covered item is defined as turning the item on and off to ensure that it is operationalWhile turned on, the item operates without causing damage, irregular sounds, smoke or other aboutcomes." 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
Complaint: [redacted] I am rejecting this response because:Where are they sending these letters? To what address? What is IN the letters? Why aren't they outlining them here so that the Revdex.com can see? Continuing to send letters without outlining where they were sent or what what is in them isn't helpful.Also, the company issued a debit card to pay for the $that I was forced to pay out of pocket, and the final technician was able to fix the AC so those requests can be removed from the Revdex.com complaintI look forward to discussing Fidelity's repayment of the service fee ($65) and hardwood floor replacement.Thank you Sincerely, [redacted]
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease refer to the Company’s letters dated September 26, 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 meFNHW will be sending me a full refund of $by this week of April 24, I appreciate their quick response in this matter Sincerely, [redacted]
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 March 31, Should you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: I do not see a letter dated March 31st This email provided no resolution.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Upon review of your complaint FNHW understands that you are dissatisfied with the denial decision in regard to the failed dishwasher appliance in your homePlease be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis Our records show the independent service contractor's appliance technician reported that the dishwasher touch panel and control board had shorted out due to cockroaches insideSubsequently, the claim was denied as per the Contract's Limits of Liability #5: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW [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." Our authorization department representative notes the contract on July 14, that she advised you of the denial and a proof of repair was requested for future service coverage Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) These GE Profile dishwashers have a common problem with the controllers and touchpads that has nothing to do with the alleged problem with roaches [redacted] I also never received a receipt from the repair company despite calling them and requesting oneOn top of that the repairman said the problem was with both the controller and the keypadI watched him do the repair and there is no way he tested both to determine the problem I have since repair it myself at a cost of $for the parts Final Business Response / [redacted] (4000, 9, 2015/08/24) */ We have reviewed our analysis of your dishwasher claim, and Fidelity National Home Warranty's (FNHW) position remains the sameYou may submit your own second opinion for review from a licensed appliance technician as per the Contract's Limits of Liability #2; "FNHW reserves the right to obtain a second opinion at its own expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." You may submit this to our authorization department via fax XXX-XXX-XXXX or email [redacted] @fnf.com Final Consumer Response / [redacted] (4200, 11, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already repaired the dishwasher myself at my expenseIt is not worth my time and expense to get a second opinion when the dishwasher has already been repaired and it is not possible to get a second opinion
Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ The Company has reviewed your claim of October 19, 2015, and appreciates the opportunity to respond to your concernsThe Company was advised on October 28, 2015, the furnace required replacementOur records show the Company is providing coverage for the replacement of your furnace according to the Terms and Conditions of the Home Warranty contractThe Company covers the parts, installation labor, and taxes for all covered replacements; however, the Company was advised by The Climate Controllers that CA Title Duct Testing, City Permit costs in excess of the coverage provided by the Comprehensive Option section of the Contract, and modifications are requiredThe CA Title Duct Testing is not covered as stated under the Ductwork section of the Contract which lists under the "Not Covered" header; "costs for inspections, diagnostic testing, verification and permits as required by any federal, state or local law, regulation or ordinance, including CA Title requirements." The Company provides coverage up to an aggregate limit of $for the cost of City Permits which is supported by the Comprehensive Option section of the Contract which states; "FNHW [redacted] pay the cost of obtaining permits for FNHW-approved repairs and replacements up to $per occurrence." Finally, in regard to your contention that the modifications should be covered by the Company, you may refer to the Limits of Liability #section of the contract which states; "FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications." Please be advised that as a special accommodation the Company is extending additional coverage, beyond the limitations outlined by the Contract, toward the cost of CA Title Duct Testing and City Permit feeA letter containing the breakdown of the non-covered charges associated with your claim and the additional coverage amount being afforded by the company was mailed to your property address on December 22, The Improper Installations, Repairs or Modifications section of the Contract which you quoted applies to the Company's coverage of failures that are not due to wear and tear, and have resulted instead from the improper installation or repair of a covered item and does not apply to modifications needed to affect a covered replacementThe Company is providing coverage for the replacement of your furnace which failed due to wear and tear and is waiting for your response in regard to these non-covered charges per the above referenced exclusions and limitations of the Home Warranty contractTo expedite the resolution of your claim, please contact the Company at X-XXX-XXX-XXXX, option 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
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 the claim has been resolved to your satisfaction We hope that the true value of this home warranty coverage will continue to be beneficial 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, 2016/03/21) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our Company [redacted] operates with the best of intentions and deepest respect for all of our customers The Company has waived the service fee associated with the service request for your heaterThe refund of this fee will be issued as a check to be received at the property address We believe the above completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 Again, please refer to the Company’s letters dated August 1, 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 customersEach claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show the first technician who serviced your home on or about March 13, 2016, cleared the kitchen sink branch line stoppageYou then called the Company back and advised your home was experiencing a mainline stoppagePer your request, the Company agreed to send a different technician out to your home with the agreement that a new service fee would be dueSubsequently, your claim was denied pursuant to the Plumbing System/Stoppages section of the Contract which states FNHW will cover: "stoppages which can be cleared with standard sewer cable (125') through an existing, accessible, ground level mainline cleanout without excavation." Additionally, "access to drain or sewer lines from vent" is specifically mentioned under the Not Covered header.The Company understands you are requesting a refund of the service fees you paid for the two above referenced service work ordersAs a gesture of good faith please be advised the Company has waived the service fee associated with the most recent service work orderHowever, the Company considers the service fee associated with the original service work order to be due pursuant to the provisions of the Home Warranty Contract and thus will not be refundedWe 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, 5, 2015/06/25) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you and your family had during this claim processOur records show; in accordance with the Contract's Terms of Coverage #2, FNHW is reimbursing you for the electrical work as per the Contract's terms and conditions once FNHW has received a copy of the paid invoice FNHW operates with the best of intentions and deepest respect for all of our customersAs a gesture of customer service the service fee [redacted] be credited back to your credit cardWe value your business and look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Our records show that FNHW has completed its investigation of this claimAs advised over the phone, FNHW is processing a check for cash in lieu of repairs in accordance to the "Limits" section within Plumbing Systems and Stoppages coverage description of the contractThe check [redacted] arrive under separate cover Please accept my apologies on behalf of FNHW for any inconvenience you may have had during this processFNHW operates with the best of intentions and deepest respect for all of our customersAll claims are accepted or denied according to the terms and conditions of the contract
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. Again, please refer to the Company’s letters dated August 25, 2017. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ I would like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers Please be advised as stated in the "Terms of Coverage" #section of the Contract, "A $fee is due for each service trade request and is paid to the contractor upon arrival at the home." However; as a one-time courtesy and gesture of [redacted] the service fee for this claim has been waived and [redacted] appear as a credit on the card used We value your business and look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 8, 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 company. FNHW operates with the best of intentions and deepest respect for all of our customers. Our records show... that the correct unit was ordered and installed. As a gesture of customer service FNHW paid the non-covered cost of 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 you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ Each claim is processed under the terms and conditions of the contract and accepted or denied on that basisOur records show on July 31, 2015, America's Choice Plumbing and Drain's technician advised he did not find an active toilet or plumbing pipe leakThe Plumber reported that there were dry stains on the ceiling; however, none were damp, moist or dark at the time of serviceHe further advised that that it was possible the water was seeping at the shower enclosure area, but there were no active water leaks at the time of serviceFNHW covers Repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage; however, does not cover for plumbing "fixtures, bathtubs, sinks, shower enclosures and base pans, or caulking and grouting." On August 13, 2015, a possible recall was dispatched for a possible plumbing leakOn August 26, 2015, America's Choice Plumbing reported that the upstairs master bathroom shower trim [redacted] was loose and was allowing water to seep throughThe technician tightened the trim *** We understand your concerns in regards to possible mold growth as a result of the water leaking at the ceilingPlease be advised "FNHW is not responsible under any circumstances for the diagnosis, repair, removal, or remediation of mold, mildew, rot, or fungus and/or damages resulting from the above mentioned, even when caused by, or related to the malfunction, repair, or replacement of a covered system or appliance," as stated in the Limits of Liability #section of the ContractIn addition secondary damages are not covered by the contract as per Limits of Liability #6: "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties." Should you notice water leaking, or if you have any additional questions or concerns please do not hesitate to contact our Service Department for assistance at (XXX)XXX-XXXXWe value your business and look forward to a continued service relationship with you If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, South Spring St., Los Angeles, CA (phone XXX-XXX-XXXX)
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Please accept my apologies for any inconvenience you may have had in regard to this claimUpon review of your letter and the claim, FNHW has determined coverage for the replacement of the failed ductwork under the terms and conditions of the warrantyAs you know, your Contract's Heating/Air Conditioning/Evaporative Cooler/Ductwork coverage Limits states, "The access, diagnosis, repair or replacement of the ductwork is limited to $1,aggregate per contract term." Our records show the technician with Climatrol Heating & Air Conditioning has scheduled an appointment with you for Monday, November 9, Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) TechnicIan has indeed made an appointment for this coming MondayWork should be completed within hours
Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers Our records show that on October 5, 2015, FNHW dispatched a second opinion SWO (Service Work Order) to the vendor S.T.A.ROn October 13, 2015, FNHW was advised by the vendor that they completed the needed repairs for your dishwasher 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] (2000, 7, 2015/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) They sent over a new company which fixed my dishwasher
Initial Business Response / [redacted] (1000, 9, 2015/12/18) */ 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 your Home Warranty coverage began on November 17, On November 24, 2015, the Company sent an independent service technician to your Property pursuant to your requestThe technician found that the forced air furnace had multiple failures that were preexisting to the start of the Home WarrantyAs stated in the Terms of Coverage 10: "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 applianceA visual inspection of the covered item verifies that it appears structurally intact and without damage or missing parts that would indicate inoperabilityOperating the covered item is defined as turning the item on and off to ensure that it is operationalWhile turned on, the item operates without causing damage, irregular sounds, smoke or other aboutcomes." 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
Complaint: [redacted] I am rejecting this response because:Where are they sending these letters? To what address? What is IN the letters? Why aren't they outlining them here so that the Revdex.com can see? Continuing to send letters without outlining where they were sent or what what is in them isn't helpful.Also, the company issued a debit card to pay for the $that I was forced to pay out of pocket, and the final technician was able to fix the AC so those requests can be removed from the Revdex.com complaintI look forward to discussing Fidelity's repayment of the service fee ($65) and hardwood floor replacement.Thank you Sincerely, [redacted]
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customersPlease refer to the Company’s letters dated September 26, 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 meFNHW will be sending me a full refund of $by this week of April 24, I appreciate their quick response in this matter Sincerely, [redacted]
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 March 31, Should you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: I do not see a letter dated March 31st This email provided no resolution.Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Upon review of your complaint FNHW understands that you are dissatisfied with the denial decision in regard to the failed dishwasher appliance in your homePlease be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basis Our records show the independent service contractor's appliance technician reported that the dishwasher touch panel and control board had shorted out due to cockroaches insideSubsequently, the claim was denied as per the Contract's Limits of Liability #5: "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW [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." Our authorization department representative notes the contract on July 14, that she advised you of the denial and a proof of repair was requested for future service coverage Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) These GE Profile dishwashers have a common problem with the controllers and touchpads that has nothing to do with the alleged problem with roaches [redacted] I also never received a receipt from the repair company despite calling them and requesting oneOn top of that the repairman said the problem was with both the controller and the keypadI watched him do the repair and there is no way he tested both to determine the problem I have since repair it myself at a cost of $for the parts Final Business Response / [redacted] (4000, 9, 2015/08/24) */ We have reviewed our analysis of your dishwasher claim, and Fidelity National Home Warranty's (FNHW) position remains the sameYou may submit your own second opinion for review from a licensed appliance technician as per the Contract's Limits of Liability #2; "FNHW reserves the right to obtain a second opinion at its own expenseThe contract holder may order their own second opinion, but shall be responsible for the cost of said opinion." You may submit this to our authorization department via fax XXX-XXX-XXXX or email [redacted] @fnf.com Final Consumer Response / [redacted] (4200, 11, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already repaired the dishwasher myself at my expenseIt is not worth my time and expense to get a second opinion when the dishwasher has already been repaired and it is not possible to get a second opinion
Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ The Company has reviewed your claim of October 19, 2015, and appreciates the opportunity to respond to your concernsThe Company was advised on October 28, 2015, the furnace required replacementOur records show the Company is providing coverage for the replacement of your furnace according to the Terms and Conditions of the Home Warranty contractThe Company covers the parts, installation labor, and taxes for all covered replacements; however, the Company was advised by The Climate Controllers that CA Title Duct Testing, City Permit costs in excess of the coverage provided by the Comprehensive Option section of the Contract, and modifications are requiredThe CA Title Duct Testing is not covered as stated under the Ductwork section of the Contract which lists under the "Not Covered" header; "costs for inspections, diagnostic testing, verification and permits as required by any federal, state or local law, regulation or ordinance, including CA Title requirements." The Company provides coverage up to an aggregate limit of $for the cost of City Permits which is supported by the Comprehensive Option section of the Contract which states; "FNHW [redacted] pay the cost of obtaining permits for FNHW-approved repairs and replacements up to $per occurrence." Finally, in regard to your contention that the modifications should be covered by the Company, you may refer to the Limits of Liability #section of the contract which states; "FNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modifications." Please be advised that as a special accommodation the Company is extending additional coverage, beyond the limitations outlined by the Contract, toward the cost of CA Title Duct Testing and City Permit feeA letter containing the breakdown of the non-covered charges associated with your claim and the additional coverage amount being afforded by the company was mailed to your property address on December 22, The Improper Installations, Repairs or Modifications section of the Contract which you quoted applies to the Company's coverage of failures that are not due to wear and tear, and have resulted instead from the improper installation or repair of a covered item and does not apply to modifications needed to affect a covered replacementThe Company is providing coverage for the replacement of your furnace which failed due to wear and tear and is waiting for your response in regard to these non-covered charges per the above referenced exclusions and limitations of the Home Warranty contractTo expedite the resolution of your claim, please contact the Company at X-XXX-XXX-XXXX, option 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
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 the claim has been resolved to your satisfaction We hope that the true value of this home warranty coverage will continue to be beneficial 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, 2016/03/21) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our Company [redacted] operates with the best of intentions and deepest respect for all of our customers The Company has waived the service fee associated with the service request for your heaterThe refund of this fee will be issued as a check to be received at the property address We believe the above completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 Again, please refer to the Company’s letters dated August 1, 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 customersEach claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show the first technician who serviced your home on or about March 13, 2016, cleared the kitchen sink branch line stoppageYou then called the Company back and advised your home was experiencing a mainline stoppagePer your request, the Company agreed to send a different technician out to your home with the agreement that a new service fee would be dueSubsequently, your claim was denied pursuant to the Plumbing System/Stoppages section of the Contract which states FNHW will cover: "stoppages which can be cleared with standard sewer cable (125') through an existing, accessible, ground level mainline cleanout without excavation." Additionally, "access to drain or sewer lines from vent" is specifically mentioned under the Not Covered header.The Company understands you are requesting a refund of the service fees you paid for the two above referenced service work ordersAs a gesture of good faith please be advised the Company has waived the service fee associated with the most recent service work orderHowever, the Company considers the service fee associated with the original service work order to be due pursuant to the provisions of the Home Warranty Contract and thus will not be refundedWe 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, 5, 2015/06/25) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconvenience you and your family had during this claim processOur records show; in accordance with the Contract's Terms of Coverage #2, FNHW is reimbursing you for the electrical work as per the Contract's terms and conditions once FNHW has received a copy of the paid invoice FNHW operates with the best of intentions and deepest respect for all of our customersAs a gesture of customer service the service fee [redacted] be credited back to your credit cardWe value your business and look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Our records show that FNHW has completed its investigation of this claimAs advised over the phone, FNHW is processing a check for cash in lieu of repairs in accordance to the "Limits" section within Plumbing Systems and Stoppages coverage description of the contractThe check [redacted] arrive under separate cover Please accept my apologies on behalf of FNHW for any inconvenience you may have had during this processFNHW operates with the best of intentions and deepest respect for all of our customersAll claims are accepted or denied according to the terms and conditions of the contract
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. Again, please refer to the Company’s letters dated August 25, 2017. Should you have any additional questions or concerns do not hesitate to contact us.
Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ I would like to apologize on behalf of FNHW for the inconvenience you felt as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers Please be advised as stated in the "Terms of Coverage" #section of the Contract, "A $fee is due for each service trade request and is paid to the contractor upon arrival at the home." However; as a one-time courtesy and gesture of [redacted] the service fee for this claim has been waived and [redacted] appear as a credit on the card used We value your business and look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 8, 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 company. FNHW operates with the best of intentions and deepest respect for all of our customers. Our records show... that the correct unit was ordered and installed. As a gesture of customer service FNHW paid the non-covered cost of 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 you. Should you have any additional questions or concerns do not hesitate to contact us. We value your business and look forward to a continued service relationship with you.
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ Each claim is processed under the terms and conditions of the contract and accepted or denied on that basisOur records show on July 31, 2015, America's Choice Plumbing and Drain's technician advised he did not find an active toilet or plumbing pipe leakThe Plumber reported that there were dry stains on the ceiling; however, none were damp, moist or dark at the time of serviceHe further advised that that it was possible the water was seeping at the shower enclosure area, but there were no active water leaks at the time of serviceFNHW covers Repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage; however, does not cover for plumbing "fixtures, bathtubs, sinks, shower enclosures and base pans, or caulking and grouting." On August 13, 2015, a possible recall was dispatched for a possible plumbing leakOn August 26, 2015, America's Choice Plumbing reported that the upstairs master bathroom shower trim [redacted] was loose and was allowing water to seep throughThe technician tightened the trim *** We understand your concerns in regards to possible mold growth as a result of the water leaking at the ceilingPlease be advised "FNHW is not responsible under any circumstances for the diagnosis, repair, removal, or remediation of mold, mildew, rot, or fungus and/or damages resulting from the above mentioned, even when caused by, or related to the malfunction, repair, or replacement of a covered system or appliance," as stated in the Limits of Liability #section of the ContractIn addition secondary damages are not covered by the contract as per Limits of Liability #6: "FNHW is not responsible for consequential or secondary damages resulting from the failure of a covered system and/or appliance and/or failure to provide timely service due to conditions beyond FNHW's control, including but not limited to delays in securing parts, equipment, and/or labor difficulties." Should you notice water leaking, or if you have any additional questions or concerns please do not hesitate to contact our Service Department for assistance at (XXX)XXX-XXXXWe value your business and look forward to a continued service relationship with you If you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, South Spring St., Los Angeles, CA (phone XXX-XXX-XXXX)
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Please accept my apologies for any inconvenience you may have had in regard to this claimUpon review of your letter and the claim, FNHW has determined coverage for the replacement of the failed ductwork under the terms and conditions of the warrantyAs you know, your Contract's Heating/Air Conditioning/Evaporative Cooler/Ductwork coverage Limits states, "The access, diagnosis, repair or replacement of the ductwork is limited to $1,aggregate per contract term." Our records show the technician with Climatrol Heating & Air Conditioning has scheduled an appointment with you for Monday, November 9, Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) TechnicIan has indeed made an appointment for this coming MondayWork should be completed within hours