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 The Company is in receipt of your complaintPlease be advised the Company is currently researching the information regarding your claimOnce a determination has been reached regarding the matter the Company will contact youWe appreciate your patience while we look in to the matter Should you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: The apology is canned and unauthentic. If they're authentic in their apology they would have picked up the phone and called me. Since they used a canned response, I believe they will continue to abuse other customers and not meet the level of service advertised. The purpose of this vendor, in my opinion, is to provide a service when someone needs it not at their or their vendors convenience which is what I feel happened to me. Unacceptable and unauthentic response from this company. Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Your concerns are important to our Company; I appreciate the opportunity to respondEach claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis Fidelity National Home Warranty (FNHW) was advised by the technician from RLC Services that the zone controlled dampers had failedSubsequently, the claim was denied in accordance with the Heating/Air Conditioning/Evaporative Cooler/Ductwork/HVAC section of your ContractUnder the "Not Covered" header, this provision advises "dampers" are not covered In addition, the Limits of Liability #section of the Contract states; "FNHW is not responsible for electronic, computerized, or remote energy management systems including, but not limited to, zone controlled systems, lighting, energy, security, pool/spa, entertainment/media/audio, or appliancesSolar systems and components are not covered." As provided under the Terms of Coverage #section of the Contract; "All coverage is subject to the limitations and conditions mentioned in this contract." FNHW understands that you want to cancel the Contract and receive a full refund of the premiumPursuant to Limits of Liability #of your Contract, "This contract is non-cancelable by FNHW, except: (1) for non-payment of contract fees; (2) fraud or misrepresentation of facts material to the issuance of this contract; (3) when the contract is for Seller's Coverage and close of sale (escrow) does not occur, if applicable or; (4) upon mutual agreement of FNHW and the contract holderIf 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." Once FNHW is in receipt of your signed letter requesting cancellation we [redacted] process your request according to the aforementioned contract provisionYou may submit your signed written request via fax at XXX-XXX-XXXX or email to [redacted] @fnf.com please reference your address and contract number on your request
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ Please accept my sincere apologies on behalf of FNHW for the inconveniences to you and your family during your refrigerator claimFNHW operates with the best of intentions and deepest respect for all of our customersOur records show that you worked directly with our purchasing manager, [redacted] who approved replacement of the refrigerator and ordered the GE Profile cuftFrench Door Refrigerator Model # PFE28RSHSS on September 11, We value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) After discussion with an assistant manager I was able to resolve our issue to our full satisfactionAlso, I appreciate the discussion we had, and the way I was treatedThe response was better than hoped forI can happily say after all is said and done: thank you for your help FNHW
Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ 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 FNHW has been in contact regarding cash in lieu for the downdraft kitchen exhaust and as previously discussed on November 6, FNHW requested paperwork for reimbursement review on a higher amount than what was previously offered to the homeownerFNHW has not received requested documents and attempts to contact homeowner have been unsuccessfulPlease contact FNHW to submit reimbursement documents for review to resolve your service claim under the terms and conditions of the Contract 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 CompanyFNHW operates with the best of intentions and deepest respect for all of our customersThe Company is in receipt of your complaintFurther, it is the Company’s understanding that you received service and your matter may be resolved In either case, please confirm resolution or let us know what, if any, additional issues remain to be resolved As always, 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 customersPlease refer to the Company’s letter dated September 11, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ 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 basis We understand that on July 22, the technician reported the A/C condenser coil was dirty and needed cleaning and routine maintenanceThe contract does not cover for cleaning and maintenance as stated in Limits of Liability #5: "FNHW [redacted] not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." Our records show you have had the cleaning and maintenance performed and you [redacted] be sending in a Proof of Repair to our Authorization Department 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
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 meI only wish that they would commit to making sure to send reputable companies out to their customers for repairs and diagnosis 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 letters dated July 6, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.comYour concerns are important to our Company; I appreciate the opportunity to respond Please accept my apologies on behalf of FNHW for the manner in which your claim was handledFNHW operates with the best of intentions and deepest respect for all of our customersEach claim is processed according to the terms and conditions of the warranty and accepted or denied on that basis Our records show that the technician advised your air conditioning condenser unit is tons with a ton furnace and coil which is a mismatch of equipmentIt is the technician's professional opinion that the condenser is undersized for the approximate square footage size of your homeThe square feet method for air conditioner sizing used as a rule of thumb and is ton per approximately square feet of floor areaPlease note there are many other factors taken into consideration to correctly size an air conditioning system for a home We understand that the units are functioning as designed, but because the condenser is undersized it is working harder to cool the homeYour FNHW Comprehensive Plus Plan does cover for repair or replacement for failures due to conditions of mismatched systems in capacity or efficiency provided the system is not undersized relative to the square footage of the area being cooled or heated as stated below: Mismatched Systems: FNHW [redacted] repair or replace a system or appliance that has failed due to a mismatch in capacity or efficiency provided the system is not undersized relative to the square footage of area being cooled or heatedIf the mismatched system violates a code requirement, the $Code Violation aggregate applies as stated Our records show you spoke to an assistant manager in our authorization department on the evening of May 8, in regard to the coverage Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response we received from FNWH is a copy of the contract language and does not resolve the ambiguity of the contract language in regards to a mismatched system being undersized for a home (which was and still is our primary coverage issue)Our Warranty Contract, which includes Comprehensive Coverage, does not specify, in any location, the definition of what makes a unit undersized relative to the size of the home (which is the basis on which FNHW is denying coverage)Nor does it provide general parameters, a resource to determine this information, or any other references for a reasonable person to evaluate this exclusionWhen purchasing the home we preformed a home inspection by a Master Home Inspector He did not identify that the cooling system was undersized for the home Middle Ground Resolution: FNHW could install a used (as opposed to new) 5-ton capacity cooling system and ensure that the system is working properly Final Business Response / [redacted] (4000, 9, 2015/06/15) */ Our records show that after FNHW's response through the Revdex.com you requested service for the thermostatA different company was dispatched by FNHWThe technician advised that they showed you how to use the new thermostat; blew out the primary drain line for the evaporative coil, and added refrigerantThe unit was tested and found working normally and no longer icing In regard to your request that FNHW replace your air conditioning condensing unit a used one, please be advised that FNHW does not replace equipment or appliances with used unitsAdditionally, there is no reason for replacement of the condensing unit as at this time, the unit has not failedPer FNHW's Limits of Liability # "FNHW's liability is limited to failures due to wear and tear during the term of the contract." FNHW believes the contract language is clear and that there are no ambiguities in regard to this coverage
Initial Business Response / [redacted] (1000, 6, 2015/04/22) */ 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 customersFidelity National Home Warranty and the technician's we work closely with 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 Our records show that a replacement of the stackable washer and dryer unit has been offered and as an alternative to replacing the unit, cash in lieu of replacementPlease advise our purchasing department XXX-XXX-XXXX #as soon as you have made a decision I appreciate the opportunity to have been able to respond to your correspondence through the Revdex.com
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers We regret that our network service vendors were unable to complete the covered repair for your air conditioning equipment in a timely fashion, causing you to feel the need to go outside of the warranty ContractSubsequently, we have received and reviewed your service invoice and have processed reimbursement in full for the amount you paidIn addition, the service fee for the original service work order (SWO) has been waived Should you have any additional questions or concerns do not hesitate to contact usThank you for your business, we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response as well as processing reimbursementPlease know I did not "feel" the need to go outside of the networkThat decision was "required" in order to repair the unit from lack of vendor response and follow up While your company has minimal impact on the responsiveness of contracted vendors, you do have complete ownership of how your organization responds, the number of phone calls needed to get work completed as well as customer hold timesIt is my hope that moving forward, customers, including myself are provided a different experience Best wishes!
Complaint: [redacted] I am rejecting this response because: unfortunately your response still does not give me any resolution I still have a broken refrigerator/freezer that is now going on over seven weeks and is under your company's warrantyI still do not have a phone number where I can contact directly a person to follow my case The only number listed is a one number which every time I have called puts me on over an hour hold with representatives that do not know what they are doing and then hang up on me Seven weeks is a ridiculous time for a refrigerator not to be fixed when it is under your warrantyI feel like there is no follow up and my hands are tied and I am at your mercy, and that your company does not care I have yet to still be contacted by your company and find a resolution !!!! Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Our records show that a second opinion service was sent on or around August 13, The plumber snaked the line advised that he was able to clear the kitchen sink stoppageHe ran a camera through the drain pipe line and found no problems with the pipe 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 hope that the value of this home warranty coverage [redacted] 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, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fidelity fails to mention that they misdiagnosed the problem - and did so in contradiction to what their contracted plumbers told me when they were at my houseIt wasn't until I spent $to have a plumber I hired to evaluate the pipe that I was able to convince Fidelity to reopen the case and send someone competent enough to fix the problemThey had already closed the case saying the pipe hade a slope issue which they did not cover Final Business Response / [redacted] (4000, 9, 2015/09/08) */ Your concerns regarding the original service vendor were forwarded to our vendor relations department manager to discuss directly with the company involvedPlease note that the complaints received negatively affect the vendor's rating with our CompanyOur records show the covered work was completed, and there were no further drain issues found via camera inspection Final Consumer Response / [redacted] (4200, 11, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a refund of the $I had to spend on a plumber to refute Fidelity's misdiagnosisIt was only after this that Fidelity sent their contracted plumber who was able to fix the issue
Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ FNHW operates with the best of intentions and deepest respect for all of our customersUpon review of your letter and the claim, FNHW authorized replacement of the cooktop under the terms and conditions of the warrantyWe value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/12) */ (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 customersThe Company is in receipt of your complaintPlease be advised the Company is currently researching the information regarding your claimOnce a determination has been reached regarding the matter the Company will contact youWe appreciate your patience while we look in to the matterShould 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 Again, please refer to the Company’s letter dated August 3, 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 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 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, 2015/10/20) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Our records show that in regard to SWO (Service Work Order) XXXXXXX for the range, in good faith, FNHW processed a reimbursement check on October 13, 2015, for the amount you paid to replace your range In addition, regarding SWO XXXXXXX for the septic tank; FNHW was advised by the technician from East Bay Pump & Equipment Co., Incthat there was no active stoppage at the home and the septic tank was not full when they went to the home on or about October 13, Please refer to the Septic Tank System/Septic Tank Pumping Option section of the Contract, specifically in regard to coverage for pumping the septic tankThis provision states in relevant part; "if the stoppage is due to a full septic tank, FNHW [redacted] pump the septic tank once during the contract term." FNHW does not cover to pump the septic tank as a preventative measure as stated under the Limits of Liability #section 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." FNHW considers these claims to be resolvedShould you have any additional questions or concerns do not hesitate to contact usThank you for your business, we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response as well as providing reimbursement
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 The Company is in receipt of your complaintPlease be advised the Company is currently researching the information regarding your claimOnce a determination has been reached regarding the matter the Company will contact youWe appreciate your patience while we look in to the matter Should you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: The apology is canned and unauthentic. If they're authentic in their apology they would have picked up the phone and called me. Since they used a canned response, I believe they will continue to abuse other customers and not meet the level of service advertised. The purpose of this vendor, in my opinion, is to provide a service when someone needs it not at their or their vendors convenience which is what I feel happened to me. Unacceptable and unauthentic response from this company. Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Your concerns are important to our Company; I appreciate the opportunity to respondEach claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basis Fidelity National Home Warranty (FNHW) was advised by the technician from RLC Services that the zone controlled dampers had failedSubsequently, the claim was denied in accordance with the Heating/Air Conditioning/Evaporative Cooler/Ductwork/HVAC section of your ContractUnder the "Not Covered" header, this provision advises "dampers" are not covered In addition, the Limits of Liability #section of the Contract states; "FNHW is not responsible for electronic, computerized, or remote energy management systems including, but not limited to, zone controlled systems, lighting, energy, security, pool/spa, entertainment/media/audio, or appliancesSolar systems and components are not covered." As provided under the Terms of Coverage #section of the Contract; "All coverage is subject to the limitations and conditions mentioned in this contract." FNHW understands that you want to cancel the Contract and receive a full refund of the premiumPursuant to Limits of Liability #of your Contract, "This contract is non-cancelable by FNHW, except: (1) for non-payment of contract fees; (2) fraud or misrepresentation of facts material to the issuance of this contract; (3) when the contract is for Seller's Coverage and close of sale (escrow) does not occur, if applicable or; (4) upon mutual agreement of FNHW and the contract holderIf 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." Once FNHW is in receipt of your signed letter requesting cancellation we [redacted] process your request according to the aforementioned contract provisionYou may submit your signed written request via fax at XXX-XXX-XXXX or email to [redacted] @fnf.com please reference your address and contract number on your request
Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ Please accept my sincere apologies on behalf of FNHW for the inconveniences to you and your family during your refrigerator claimFNHW operates with the best of intentions and deepest respect for all of our customersOur records show that you worked directly with our purchasing manager, [redacted] who approved replacement of the refrigerator and ordered the GE Profile cuftFrench Door Refrigerator Model # PFE28RSHSS on September 11, We value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) After discussion with an assistant manager I was able to resolve our issue to our full satisfactionAlso, I appreciate the discussion we had, and the way I was treatedThe response was better than hoped forI can happily say after all is said and done: thank you for your help FNHW
Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ 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 FNHW has been in contact regarding cash in lieu for the downdraft kitchen exhaust and as previously discussed on November 6, FNHW requested paperwork for reimbursement review on a higher amount than what was previously offered to the homeownerFNHW has not received requested documents and attempts to contact homeowner have been unsuccessfulPlease contact FNHW to submit reimbursement documents for review to resolve your service claim under the terms and conditions of the Contract 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 CompanyFNHW operates with the best of intentions and deepest respect for all of our customersThe Company is in receipt of your complaintFurther, it is the Company’s understanding that you received service and your matter may be resolved In either case, please confirm resolution or let us know what, if any, additional issues remain to be resolved As always, 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 customersPlease refer to the Company’s letter dated September 11, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ 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 basis We understand that on July 22, the technician reported the A/C condenser coil was dirty and needed cleaning and routine maintenanceThe contract does not cover for cleaning and maintenance as stated in Limits of Liability #5: "FNHW [redacted] not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." Our records show you have had the cleaning and maintenance performed and you [redacted] be sending in a Proof of Repair to our Authorization Department 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
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 meI only wish that they would commit to making sure to send reputable companies out to their customers for repairs and diagnosis 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 letters dated July 6, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/05/20) */ Fidelity National Home Warranty (FNHW) is in receipt of your complaint to the Revdex.comYour concerns are important to our Company; I appreciate the opportunity to respond Please accept my apologies on behalf of FNHW for the manner in which your claim was handledFNHW operates with the best of intentions and deepest respect for all of our customersEach claim is processed according to the terms and conditions of the warranty and accepted or denied on that basis Our records show that the technician advised your air conditioning condenser unit is tons with a ton furnace and coil which is a mismatch of equipmentIt is the technician's professional opinion that the condenser is undersized for the approximate square footage size of your homeThe square feet method for air conditioner sizing used as a rule of thumb and is ton per approximately square feet of floor areaPlease note there are many other factors taken into consideration to correctly size an air conditioning system for a home We understand that the units are functioning as designed, but because the condenser is undersized it is working harder to cool the homeYour FNHW Comprehensive Plus Plan does cover for repair or replacement for failures due to conditions of mismatched systems in capacity or efficiency provided the system is not undersized relative to the square footage of the area being cooled or heated as stated below: Mismatched Systems: FNHW [redacted] repair or replace a system or appliance that has failed due to a mismatch in capacity or efficiency provided the system is not undersized relative to the square footage of area being cooled or heatedIf the mismatched system violates a code requirement, the $Code Violation aggregate applies as stated Our records show you spoke to an assistant manager in our authorization department on the evening of May 8, in regard to the coverage Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response we received from FNWH is a copy of the contract language and does not resolve the ambiguity of the contract language in regards to a mismatched system being undersized for a home (which was and still is our primary coverage issue)Our Warranty Contract, which includes Comprehensive Coverage, does not specify, in any location, the definition of what makes a unit undersized relative to the size of the home (which is the basis on which FNHW is denying coverage)Nor does it provide general parameters, a resource to determine this information, or any other references for a reasonable person to evaluate this exclusionWhen purchasing the home we preformed a home inspection by a Master Home Inspector He did not identify that the cooling system was undersized for the home Middle Ground Resolution: FNHW could install a used (as opposed to new) 5-ton capacity cooling system and ensure that the system is working properly Final Business Response / [redacted] (4000, 9, 2015/06/15) */ Our records show that after FNHW's response through the Revdex.com you requested service for the thermostatA different company was dispatched by FNHWThe technician advised that they showed you how to use the new thermostat; blew out the primary drain line for the evaporative coil, and added refrigerantThe unit was tested and found working normally and no longer icing In regard to your request that FNHW replace your air conditioning condensing unit a used one, please be advised that FNHW does not replace equipment or appliances with used unitsAdditionally, there is no reason for replacement of the condensing unit as at this time, the unit has not failedPer FNHW's Limits of Liability # "FNHW's liability is limited to failures due to wear and tear during the term of the contract." FNHW believes the contract language is clear and that there are no ambiguities in regard to this coverage
Initial Business Response / [redacted] (1000, 6, 2015/04/22) */ 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 customersFidelity National Home Warranty and the technician's we work closely with 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 Our records show that a replacement of the stackable washer and dryer unit has been offered and as an alternative to replacing the unit, cash in lieu of replacementPlease advise our purchasing department XXX-XXX-XXXX #as soon as you have made a decision I appreciate the opportunity to have been able to respond to your correspondence through the Revdex.com
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customers We regret that our network service vendors were unable to complete the covered repair for your air conditioning equipment in a timely fashion, causing you to feel the need to go outside of the warranty ContractSubsequently, we have received and reviewed your service invoice and have processed reimbursement in full for the amount you paidIn addition, the service fee for the original service work order (SWO) has been waived Should you have any additional questions or concerns do not hesitate to contact usThank you for your business, we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response as well as processing reimbursementPlease know I did not "feel" the need to go outside of the networkThat decision was "required" in order to repair the unit from lack of vendor response and follow up While your company has minimal impact on the responsiveness of contracted vendors, you do have complete ownership of how your organization responds, the number of phone calls needed to get work completed as well as customer hold timesIt is my hope that moving forward, customers, including myself are provided a different experience Best wishes!
Complaint: [redacted] I am rejecting this response because: unfortunately your response still does not give me any resolution I still have a broken refrigerator/freezer that is now going on over seven weeks and is under your company's warrantyI still do not have a phone number where I can contact directly a person to follow my case The only number listed is a one number which every time I have called puts me on over an hour hold with representatives that do not know what they are doing and then hang up on me Seven weeks is a ridiculous time for a refrigerator not to be fixed when it is under your warrantyI feel like there is no follow up and my hands are tied and I am at your mercy, and that your company does not care I have yet to still be contacted by your company and find a resolution !!!! Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Our records show that a second opinion service was sent on or around August 13, The plumber snaked the line advised that he was able to clear the kitchen sink stoppageHe ran a camera through the drain pipe line and found no problems with the pipe 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 hope that the value of this home warranty coverage [redacted] 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, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fidelity fails to mention that they misdiagnosed the problem - and did so in contradiction to what their contracted plumbers told me when they were at my houseIt wasn't until I spent $to have a plumber I hired to evaluate the pipe that I was able to convince Fidelity to reopen the case and send someone competent enough to fix the problemThey had already closed the case saying the pipe hade a slope issue which they did not cover Final Business Response / [redacted] (4000, 9, 2015/09/08) */ Your concerns regarding the original service vendor were forwarded to our vendor relations department manager to discuss directly with the company involvedPlease note that the complaints received negatively affect the vendor's rating with our CompanyOur records show the covered work was completed, and there were no further drain issues found via camera inspection Final Consumer Response / [redacted] (4200, 11, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a refund of the $I had to spend on a plumber to refute Fidelity's misdiagnosisIt was only after this that Fidelity sent their contracted plumber who was able to fix the issue
Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ FNHW operates with the best of intentions and deepest respect for all of our customersUpon review of your letter and the claim, FNHW authorized replacement of the cooktop under the terms and conditions of the warrantyWe value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/12) */ (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 customersThe Company is in receipt of your complaintPlease be advised the Company is currently researching the information regarding your claimOnce a determination has been reached regarding the matter the Company will contact youWe appreciate your patience while we look in to the matterShould 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 Again, please refer to the Company’s letter dated August 3, 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 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 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, 2015/10/20) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Our records show that in regard to SWO (Service Work Order) XXXXXXX for the range, in good faith, FNHW processed a reimbursement check on October 13, 2015, for the amount you paid to replace your range In addition, regarding SWO XXXXXXX for the septic tank; FNHW was advised by the technician from East Bay Pump & Equipment Co., Incthat there was no active stoppage at the home and the septic tank was not full when they went to the home on or about October 13, Please refer to the Septic Tank System/Septic Tank Pumping Option section of the Contract, specifically in regard to coverage for pumping the septic tankThis provision states in relevant part; "if the stoppage is due to a full septic tank, FNHW [redacted] pump the septic tank once during the contract term." FNHW does not cover to pump the septic tank as a preventative measure as stated under the Limits of Liability #section 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." FNHW considers these claims to be resolvedShould you have any additional questions or concerns do not hesitate to contact usThank you for your business, we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response as well as providing reimbursement