Complaint: [redacted] I am rejecting this response because: Fidelity responded with their explanation that "failures due to improper previous repair...is not covered." This statement is not validThe opener was repaired under my contract with Fidelity and Fidelity was contacted every time the opener failed This is not a good business Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ We are certainly sorry to hear of this homeowner's concerns and we have conducted a detailed review of her file to evaluate all of the items that she has mentionedIt is important to remember in this review that BPG did not cause the failure to her A/C system and that we are bound by the terms of the warranty contract (and the [redacted] Real Estate Comission) to execute the terms of the contract as they are written The claim was called in to BPG on 7/@ 8:26pm (GA time) and was dispatched to a local, licensed, independent technician from Extreme ComfortA quick check of the [redacted] Department of Licensing and Regulation shows that they remain an actively licensed A/C contractor On 7/24, we heard this story about the claim being "automatically denied"We immediately explained to the homeowner, their agent & our local sales executive that we had not received any report from Extreme Comfort and that no decision can ever be made without a review by BPG's authorization teamWe understood the homeowner was bringing in a 2nd opinion and we explained to her on 7/that if she wanted us to review their findings we certainly could; but not after the repairs were done On 7/27, we finally received the report from the technician that the TXV valve (thermostatic expansion valve) was bad and would need to be replacedThis was authorized immediately at a cost to BPG of $When the technician went to replace the TXV on 7/they found that the homeowner had already replaced her entire system Since that time, we've learned that the homeowners technician diagnosed "bad/stuck compressor valves" and made the decision to replace the whole condenser unit at a cost of $2, [redacted] instead of repairing the valves The warranty contract clearly reads under "how to obtain service" in bold, capitalized lettering; "BPG DOES NOT REIMBURSE OR PAY FOR REPAIRS MADE WITHOUT PRIOR APPROVAL"The contract then gives specific instructions on how the homeowner can use their own technician and still have it covered by the warrantyUnfortunately, those instructions were not followed in this case The warranty contract also explains under the "limitations on liability" section and under "repair or replacement" that, "BPG solely [redacted] decide what repairs or replacements [redacted] be performed It's regrettable that the homeowner elected to replace the system without consulting BPG as that decision rendered her claim non-covered by her home warranty policyThe fact that both technicians reported the bad valves demonstrates that this likely would have been a covered repair had they worked within the terms of the policyFor that reason, our sales executive worked with our authorizations team to ensure that a check would be offered to the homeowner in the amount of $as a goodwill gesture on this claimWe [redacted] not be able to reimburse her for the cost of her A/C replacement as independent technicians did provide a repair solution as opposed to a replacement solution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is a case that is arguing over BPG's responsibility to send out well-versed and knowledgeable contractors in regard to the home warranty processThe fact that my statement was claimed to be a "story", is erroneous and falseWhen I was told that my air conditioning unit was not covered (by Extreme Comfort technician), a phone call to [redacted] was madeIt was at this point, that she clarified that they (Extreme Comfort) were "not supposed to do that," and that "they (Extreme Comfort) would have no way in knowing what is covered or not." BPG Home Warranty hired contractors who are unknowledgeable and recommended services that totaled There also was NEVER any talk of a dollar covered fixAs a paying customer, BPG 's contractors were confused, and slow to send the necessary paper work for approvalBecause of the confusion, it took a long days to get any type of approvalAgain, this was in July in [redacted] when temperatures were well over degrees during a time in which I had my 89-year-old grandfather visitingBPG is negligent in providing the best service for their customers In reference to the contractors that were hired, the fact that they are licensed in the state of [redacted] doesn't take away from the fact that Extreme Comfort was more than happy to come to the quick conclusion that the air conditioner was "not covered"For them this was a potential business opportunity and began the process of addressing financing so they could begin work for their own profit When I spoke on the phone to [redacted] on 9/4, she stated that a $courtesy reimbursement would be grantedThe amount is reflective of a $dollar minus a total of $This amount was deducted because it was claimed that the $service fee was not paid to Extreme ComfortI have the statement of the cashed check (# ***) of $written to Extreme Comfort and was cashed on 7/29/I would be happy to produce this proofWhen it comes to facts, BPG just cannot keep them straightThis just serves as an example of how disorganized this business is
Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ FNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customersOur records show that this matter was forwarded to FNHW's Vendor Relations Department for review and that our representative has been in contact with you and the company involvedIn response; on November 16, 2015, FNHW dispatched County Plumbing to assist in resolution of your 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 us Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fidelity sent the original company that broke the pipe when we told them we did not want them back at our homeAnother plumber came on Friday, Nov27th and could not fix the issue and Fidelity said they would be sending another plumber outI called at 12:30pm that day to Fidelity to see when the new plumber is coming out because now my sink is totally taken apart and has a horrible smell lingering into my kitchen, the Fidelity warranty lady claimed they would call me the day ofI did not receive a phone call so I called again Satuday Nov28th at 8:13am and was told they [redacted] be calling that day to come out once the technician can verify they ***It is now Sunday and no phone call at allMy sink is all taken apart, it stinks and Monday [redacted] be a month since this issue has not been fixedI have not received phone calls, instead I am having to be the one calling to be told "they are working on it." I would like this fixed as I am sure it is leaking under my house now to my foundation which could cause more issues and possibly even moldThis is very unsanitary and a health hazard at this point Final Business Response / [redacted] (4000, 9, 2015/12/02) */ We understand that the vendor Mainline Plumbing, who serviced on or about November 27, 2015, advised that access through a concrete wall under the kitchen sink would be required, and that his company was not equipped to provide such accessSubsequently, on November 27, 2015, FNHW created a transfer work order and the Company's Dispatch Department began making calls to other local vendors in an attempt to locate a vendor that would be able to assist with the access requiredOn November 30, 2015, FNHW spoke to a representative of Aiden Plumbing who indicated they may be able to assist with this matter, at which time FNHW dispatched the work order to themOur records now show that Aiden Plumbing has scheduled an appointment with you for the morning of December 4th, FNHW has every intention of continuing to pursue resolution to this matter, and awaits the findings of Aiden Plumbing in order to proceed Should you have any additional questions or concerns, do not hesitate to contact usYou may contact the Authorization Department at X-XXX-XXX-XXXX, option Thank you for your business, we look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ As a gesture of customer service the service fee has been removed from the service work order and your pending appliance service has been dispatched Please be advised that FNHW processes all service according to the Terms and Conditions of the ContractThe service fee is due when FNHW initiates the service request, as per the Terms of Coverage #of your Contract, also available to view on our web site by selecting a sample California Contract "Terms of Coverage #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 [redacted] 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 [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 term." Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks for the consideration
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ 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 customers A technician from AKS appliance Repair has been dispatched in an effort to provide a second opinion regarding your claimShould you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been progress toward a solution but the issue isn't yet resolved A technician from another company (AKS) was dispatched to the home and he determined that the first inspector was in errorHe believed that the problem was a faulty fan and he replaced that partHe mentioned that there may be an additional issue with the ice maker but that we wouldn't know until enough time had passed [redacted] see if the unit was making iceAfter a couple of days, I notified Fidelity that the unit had made very few ice cubesAlthough it was an improvement, it was still below expectationsThey contacted AKS and another appointment was scheduledAKS ran long on a previous appointment and was unable to meet our scheduled appointment timeAt the hour and twenty minute mark past the scheduled time, we agreed to reschedule and this is set for 1/At that time, the AKS has indicated that he [redacted] bring a new icemaking unit and, hopefully, this [redacted] be resolved Final Business Response / [redacted] (4000, 9, 2016/01/27) */ The Company received confirmation from the service vendor that you refrigerator repairs have been completedA representative of the Company attempted to contact you on January 20, to verify the functionality of your refrigerator but was unable to reach youShould you have any additional questions or concerns do not hesitate to contact usWe hope that the true value of this home warranty coverage [redacted] continue to be beneficial to youThank you for your business, we look forward to a continued service relationship with you Final Consumer Response / [redacted] (2000, 11, 2016/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) After registering complaints with the Revdex.com and Attorney General for my state, we were able to get Fidelity to properly address the concernTheir steps to rectify the problem using a second (knowledgeable) inspector resulted in significant savings on their part and a correction to the problemThis should have been the initial approach and hopefully they [redacted] implement steps to ensure that this type of issue doesn't repeat for me or for othersI consider the matter resolved to my satisfaction
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 April 28, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated June 15, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claimWhen you have a FNHW you have every reason to expect quality customer serviceClearly that did not happen, and I regret the delay in service due to the wrong equipment orderFNHW operates with the best of intentions and deepest respect for all of our customers Although per Limits of Liability #section of your Contract, 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, FNHW did everything within its control to expedite the service one we were aware that the wrong equipment was ordered and understand the new condensing unit has been installed As a gesture of customer service, the service trade call fee of $has been waivedYou may disregard any [redacted] for the trade call feeWe value your business and we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Complaint finally resolved, just wish it was done more efficiently
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 has obtained information from the vendor AC Overhead Garage Door Coand has corrected the invoicing error which resulted in the service fee statement you previously receivedPlease be advised the Company considers the service fee to be paid in full at this timeShould you receive any further correspondence regarding payment for the service fee for this service work order please disregard it With regard to your request for cancellation of your contract, the Company must respectfully decline your requestPlease refer to the Limits of Liability #section of the Contract which states: “This contract is non-cancelable, 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 escrow does not occurIf 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 less any service costs incurred by FNHW.” We believe the above information completely responds to your requestShould 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] ***
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 Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated July 7, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated October 6, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home Our records show a rush service claim was called in on August 28, and the soonest service we were able to locate was for August 29, The service call was cancelled by the homeowner as an FNHW independent service contractor was arriving at the propertyAs stated under Terms of Coverage #3, "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 [redacted] 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 [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 term." As a gesture of customer service FNHW has waived service fee and taken the home warranty contract out of suspension status as this was your first claim with usWe 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, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had an additional problem with my garage door at my house and contacted the businessI was told by the representative that my account was "CANCELLED', not suspendedI was told I would be switched over to the service department to continue my cancelled requestNo one answered at the service department and when I called the business back again they answered and immediately hung upDue to this inconsideration I had to pay $to have my garage door repairedI also have mailed the requested $to the business and never received it backI am asking for assistance with the payment of $for my garage door and my $returned Final Business Response / [redacted] (4000, 12, 2015/10/22) */ Upon review of your complaint FNHW understands that you are dissatisfied with the service fee for your service work orderOur records show the service fee payment was received and a refund in the amount of $was issued on or around October 20, as we had previously waived the service fee as a gesture of customer service Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basisAs per Terms of Coverage #of the Contract, "If a covered item fails during the contract term, the contract holder must place a service request at www.homewarranty.com or by calling X-XXX-XXX-XXXXShould the contract holder contract directly with others or do the work themselves, Fidelity National Home Warranty (FNHW) [redacted] not reimburse that cost." However, as a gesture of good faith FNHW [redacted] review your paid invoice for the garage door opener services you had done for possible coverage under your home warrantyPlease review your contract coverage below for the Garage Door Opener section of the ContractAs you mentioned repair of the door, please be advised that the actual "garage door" is listed as not covered Garage Door Opener Standard Items: Wiring - motor - switches - receiver unit - track drive assembly Comprehensive Items: Hinges - springs - remote transmitters(via Comp Plan) Not Covered: Garage doors - rollers - guides Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a homeIf 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, 2015/09/02) */ When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedPlease accept my sincere apologies for your inconveniences in the claim process for your plumbing stoppage 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 We understand that you contracted with an outside vendor who was able to clear the kitchen sink stoppageOur records show that you have been contacted by a representative from our Authorization Department who advised reimbursement would be issued in full for the retail cost you paid for your plumbing stoppage services 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, 2016/01/26) */ Please accept my apologies on behalf of Fidelity National Home Warranty for any inconvenience you had during this processThe Company 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 The Company is in receipt of your recent correspondence requesting a reimbursement for the dishwasher appliance replacementUnfortunately, we are unable to reimburse you under the terms and conditions of your home warrantyPlease refer to Terms of Coverage #of the Home Warranty ContractWe 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 usWe value your business and look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customersWhen you have a FNHW you have every reason to expect quality customer servicePlease accept my apologies on behalf of FNHW for the level of service you received as described Upon review of your complaint I understand that you are dissatisfied with the service from FNHW for the claims you have filed and the level of customer service you have received; subsequently, you are requesting a cancellation and a full refund from FNHW Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basisFNHW has reviewed it's analysis of all the claims filed through the warranty and find the claims were processed correctly according to the terms and conditions of the warranty Although, FNHW provides coverage for "accessible refrigerant and condensate drain lines," our records show that the air conditioning technician was able to locate the line buried underground outside the home near the condensing unitAs a gesture of customer service FNHW authorized him to dig up the condensate drain line and clear it In regard to your cancellation and request for a full refund, please note Limits of Liability #of the contract clearly explains the terms of cancellationA full refund is only available when the service contract is returned to FNHW not later than: (1) the 20th day after the date the contract is mailed to the contract holder; or (2) the 10th day after the date of delivery, if the contract is delivered to the contract holder at the time of saleIf the contract is returned in accordance with this paragraph and a claim has not been made under the contract before the contract is returned, the contract is voidFNHW shall refund to the contract holder or credit to the account of the contract holder the full purchase price During the term of the contract, after the above-mentioned time; if the 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 FNHWAs the contract term is due to expire August 26, cancellation with a pro-rata refund minus the cost of service and less the administrative fee leaves nothing to reimburseIt may be in your best interest to keep the contract for the remainder of the term should a covered item fail Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response.This company is clearly taking consumers money and not providing servicesAs I have indicated previously, this company has not once repaired anything as a result of a claim at my homeIt is bad business to take someone's money and not perform to the contract Customer Service at this organization needs to be closely reviewed and ultimately changed within the customer service is consistently poor and is not acceptable to the consumer Final Business Response / [redacted] (4000, 9, 2015/08/06) */ Our records show in late October of 2014, FNHW dispatched service for the air conditioning systemThe independent air conditioning technician reported to FNHW that he found a blown run cap and bad contactor and suction line Schrader leakingThe technician tightened the valve and cap and added pounds of refrigerantHe replaced the run cap and the contactor and tested the system's operationThe records show that the service fee was paid and FNHW paid the service provider for the repairs There were two other service requests were placed during your contract term, one for a leak under the kitchen sink which was determine by the plumber be a leak at the body of the faucetThe faucet is listed as a not covered item under your Standard Plan coverage, therefore the claim was denied by FNHWThe other claim was for an electrical fixtureAlthough the contract covers for wear and tear failure of the electrical wiring in the home, fixtures are listed as a not covered itemBoth services resulted in denials based upon the terms and conditions of the contract; however, as a gesture of customer service our records show both service fees were waived by FNHW It is our hope that the value of this home warranty coverage is beneficial and convenient as FNHW aims to provide the highest levels of service Final Consumer Response / [redacted] (4200, 11, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have absolutely no clue what service Fidelity has indicated took placeI had an independent come out to inspect the leak in the A/C and they told me they could not locate the primary drain lineFurther, they indicated that they would require approval from Fidelity to modify the primary drain line, of which, was never approvedI had to escalate and demand a second opinion of management in order to obtain a second opinionThe second independent did come out, and located the primary drain lineAt no time was their refrigerant added, not authorized by me or FidelityAdditionally, I never received any type of work invoice from either of the independent providersRegarding the leak in the kitchen, Fidelity dispatched an independent that came out only to tell me that a replacement faucet is not authorized by Fidelity and further insisted on a deductible of $Only through my escalation at Fidelity, was the deductible waived, as the independent did absolutely nothingFidelity's Home Warranty company is a scamI insist on being reimbursed my policy premium, as they have done nothing but take my money
Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that the technician with All Brand Appliance Repair was unable to determine any failure with the refrigerator at the time of serviceSubsequently, you requested to obtain your own second opinion and were granted authorization by the Company to do soOn November 12, 2015, you were provided with the email address to which you may submit the details of your second opinion for reviewOn November 24, 2015, the Company received your second opinion correspondence and reviewed of the information contained thereinReview of your second opinion correspondence reported the inner tube for the water dispenser is leaking and in order to repair the failure the refrigerator door requires replacementAt that time, the Company requested an estimate to be provided by your technician indicating the item or part number for the replacement door, the part cost, the tax, the shipping, and the cost of labor for the required repair On December 10, 2015, you called the Company to check the status and were advised the Company was waiting for the aforementioned information to be providedOn December 14, 2015, you contacted the Company again and were informed the Company was still attempting to obtain the required information directly from your technicianA representative of the Company attempted to contact your technician to obtain the required information at which time your technician asked that the Company send him an email requestThe Company then sent an email request to your technicianAt this time, the Company has not received the required information from you, or your technician regarding the item or part number for the replacement door, the part cost, the tax, the shipping, and the cost of labor for the required repair Upon receipt of this required information, a representative of the Company [redacted] contact youWe hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as the Company aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Please accept my apologies for the manner in which you felt your claim was handled by 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 and accepted or denied on that basis Our records show we received the FNHW order for the Comprehensive Plus Plan on May 15, The estimated close of escrow was expected the same date May 15, On May 19, you called and inquired if the hot tub was on the order and stated it was to be includedFNHW added the Buyer's Coverage Option for the Pool and Spa a new demand for payment was sent to escrow On the morning of May 21, FNHW received a call from you for the "Spa not starting, pump or heater going out." Because the claim was placed prior to FNHW's receipt of payment for the warranty, FNHW called escrow to confirm the closing date and that payment was being sent to FNHWThe escrow representative advised that escrow closed on May 18, 2015, subsequently the claim was released for service The technician that evaluated the hot tub advised that the heater had shorted out and required replacementFNHW determined that the hot tub could not have been in good working order at the start of the Contract term and the claim was denied based on the Contract's 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 applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW." You have advised FNHW that the spa was empty prior to the close of escrow and therefore not operated or inspectedUpon review of the facts pursuant to this matter and our analysis of the claim, FNHW's position remains the sameOur records show that the service fee was not collected at the time of serviceAs a gesture of customer service, FNHW is not charging you the service fee on this claimPlease disregard any service fee past due notice you may have received for this service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We called thinking that our Home warranty would fix our spa in good faithOur escrow was supposed to close on 5/15/since we were moving in and signing paperworkNot to our fault we did not close escrow and filled up and used spa thereafterAgain, we used it the first time with no problemsIt was not until the second time of use did we realize that there was a problemSpin calling in we were told that our policy was not in force due to escrowWe waited till policy was in force and called againAt that time we were not informed of any non-payment of our service call and were led to believe from repair person that the spa was not working due to misuse, neglect or any pre-existing conditionAll our charges should be reimbursedPlease reconsider Final Business Response / [redacted] (4000, 9, 2015/07/21) */ As a gesture of customer service FNHW has reimbursed your service feeOur position in regard to the denial of the claim remains the sameIf you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, [redacted] (phone XXX-XXX-XXXX) Final Consumer Response / [redacted] (2000, 11, 2015/07/24) */ (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 letter dated September 1, Should you have any additional questions or concerns do not hesitate to contact us
Complaint: [redacted] I am rejecting this response because: Fidelity responded with their explanation that "failures due to improper previous repair...is not covered." This statement is not validThe opener was repaired under my contract with Fidelity and Fidelity was contacted every time the opener failed This is not a good business Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ We are certainly sorry to hear of this homeowner's concerns and we have conducted a detailed review of her file to evaluate all of the items that she has mentionedIt is important to remember in this review that BPG did not cause the failure to her A/C system and that we are bound by the terms of the warranty contract (and the [redacted] Real Estate Comission) to execute the terms of the contract as they are written The claim was called in to BPG on 7/@ 8:26pm (GA time) and was dispatched to a local, licensed, independent technician from Extreme ComfortA quick check of the [redacted] Department of Licensing and Regulation shows that they remain an actively licensed A/C contractor On 7/24, we heard this story about the claim being "automatically denied"We immediately explained to the homeowner, their agent & our local sales executive that we had not received any report from Extreme Comfort and that no decision can ever be made without a review by BPG's authorization teamWe understood the homeowner was bringing in a 2nd opinion and we explained to her on 7/that if she wanted us to review their findings we certainly could; but not after the repairs were done On 7/27, we finally received the report from the technician that the TXV valve (thermostatic expansion valve) was bad and would need to be replacedThis was authorized immediately at a cost to BPG of $When the technician went to replace the TXV on 7/they found that the homeowner had already replaced her entire system Since that time, we've learned that the homeowners technician diagnosed "bad/stuck compressor valves" and made the decision to replace the whole condenser unit at a cost of $2, [redacted] instead of repairing the valves The warranty contract clearly reads under "how to obtain service" in bold, capitalized lettering; "BPG DOES NOT REIMBURSE OR PAY FOR REPAIRS MADE WITHOUT PRIOR APPROVAL"The contract then gives specific instructions on how the homeowner can use their own technician and still have it covered by the warrantyUnfortunately, those instructions were not followed in this case The warranty contract also explains under the "limitations on liability" section and under "repair or replacement" that, "BPG solely [redacted] decide what repairs or replacements [redacted] be performed It's regrettable that the homeowner elected to replace the system without consulting BPG as that decision rendered her claim non-covered by her home warranty policyThe fact that both technicians reported the bad valves demonstrates that this likely would have been a covered repair had they worked within the terms of the policyFor that reason, our sales executive worked with our authorizations team to ensure that a check would be offered to the homeowner in the amount of $as a goodwill gesture on this claimWe [redacted] not be able to reimburse her for the cost of her A/C replacement as independent technicians did provide a repair solution as opposed to a replacement solution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is a case that is arguing over BPG's responsibility to send out well-versed and knowledgeable contractors in regard to the home warranty processThe fact that my statement was claimed to be a "story", is erroneous and falseWhen I was told that my air conditioning unit was not covered (by Extreme Comfort technician), a phone call to [redacted] was madeIt was at this point, that she clarified that they (Extreme Comfort) were "not supposed to do that," and that "they (Extreme Comfort) would have no way in knowing what is covered or not." BPG Home Warranty hired contractors who are unknowledgeable and recommended services that totaled There also was NEVER any talk of a dollar covered fixAs a paying customer, BPG 's contractors were confused, and slow to send the necessary paper work for approvalBecause of the confusion, it took a long days to get any type of approvalAgain, this was in July in [redacted] when temperatures were well over degrees during a time in which I had my 89-year-old grandfather visitingBPG is negligent in providing the best service for their customers In reference to the contractors that were hired, the fact that they are licensed in the state of [redacted] doesn't take away from the fact that Extreme Comfort was more than happy to come to the quick conclusion that the air conditioner was "not covered"For them this was a potential business opportunity and began the process of addressing financing so they could begin work for their own profit When I spoke on the phone to [redacted] on 9/4, she stated that a $courtesy reimbursement would be grantedThe amount is reflective of a $dollar minus a total of $This amount was deducted because it was claimed that the $service fee was not paid to Extreme ComfortI have the statement of the cashed check (# ***) of $written to Extreme Comfort and was cashed on 7/29/I would be happy to produce this proofWhen it comes to facts, BPG just cannot keep them straightThis just serves as an example of how disorganized this business is
Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ FNHW (Fidelity National Home Warranty) operates with the best of intentions and deepest respect for all of our customersOur records show that this matter was forwarded to FNHW's Vendor Relations Department for review and that our representative has been in contact with you and the company involvedIn response; on November 16, 2015, FNHW dispatched County Plumbing to assist in resolution of your 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 us Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fidelity sent the original company that broke the pipe when we told them we did not want them back at our homeAnother plumber came on Friday, Nov27th and could not fix the issue and Fidelity said they would be sending another plumber outI called at 12:30pm that day to Fidelity to see when the new plumber is coming out because now my sink is totally taken apart and has a horrible smell lingering into my kitchen, the Fidelity warranty lady claimed they would call me the day ofI did not receive a phone call so I called again Satuday Nov28th at 8:13am and was told they [redacted] be calling that day to come out once the technician can verify they ***It is now Sunday and no phone call at allMy sink is all taken apart, it stinks and Monday [redacted] be a month since this issue has not been fixedI have not received phone calls, instead I am having to be the one calling to be told "they are working on it." I would like this fixed as I am sure it is leaking under my house now to my foundation which could cause more issues and possibly even moldThis is very unsanitary and a health hazard at this point Final Business Response / [redacted] (4000, 9, 2015/12/02) */ We understand that the vendor Mainline Plumbing, who serviced on or about November 27, 2015, advised that access through a concrete wall under the kitchen sink would be required, and that his company was not equipped to provide such accessSubsequently, on November 27, 2015, FNHW created a transfer work order and the Company's Dispatch Department began making calls to other local vendors in an attempt to locate a vendor that would be able to assist with the access requiredOn November 30, 2015, FNHW spoke to a representative of Aiden Plumbing who indicated they may be able to assist with this matter, at which time FNHW dispatched the work order to themOur records now show that Aiden Plumbing has scheduled an appointment with you for the morning of December 4th, FNHW has every intention of continuing to pursue resolution to this matter, and awaits the findings of Aiden Plumbing in order to proceed Should you have any additional questions or concerns, do not hesitate to contact usYou may contact the Authorization Department at X-XXX-XXX-XXXX, option Thank you for your business, we look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ As a gesture of customer service the service fee has been removed from the service work order and your pending appliance service has been dispatched Please be advised that FNHW processes all service according to the Terms and Conditions of the ContractThe service fee is due when FNHW initiates the service request, as per the Terms of Coverage #of your Contract, also available to view on our web site by selecting a sample California Contract "Terms of Coverage #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 [redacted] 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 [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 term." Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks for the consideration
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ 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 customers A technician from AKS appliance Repair has been dispatched in an effort to provide a second opinion regarding your claimShould you have any additional questions or concerns do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been progress toward a solution but the issue isn't yet resolved A technician from another company (AKS) was dispatched to the home and he determined that the first inspector was in errorHe believed that the problem was a faulty fan and he replaced that partHe mentioned that there may be an additional issue with the ice maker but that we wouldn't know until enough time had passed [redacted] see if the unit was making iceAfter a couple of days, I notified Fidelity that the unit had made very few ice cubesAlthough it was an improvement, it was still below expectationsThey contacted AKS and another appointment was scheduledAKS ran long on a previous appointment and was unable to meet our scheduled appointment timeAt the hour and twenty minute mark past the scheduled time, we agreed to reschedule and this is set for 1/At that time, the AKS has indicated that he [redacted] bring a new icemaking unit and, hopefully, this [redacted] be resolved Final Business Response / [redacted] (4000, 9, 2016/01/27) */ The Company received confirmation from the service vendor that you refrigerator repairs have been completedA representative of the Company attempted to contact you on January 20, to verify the functionality of your refrigerator but was unable to reach youShould you have any additional questions or concerns do not hesitate to contact usWe hope that the true value of this home warranty coverage [redacted] continue to be beneficial to youThank you for your business, we look forward to a continued service relationship with you Final Consumer Response / [redacted] (2000, 11, 2016/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) After registering complaints with the Revdex.com and Attorney General for my state, we were able to get Fidelity to properly address the concernTheir steps to rectify the problem using a second (knowledgeable) inspector resulted in significant savings on their part and a correction to the problemThis should have been the initial approach and hopefully they [redacted] implement steps to ensure that this type of issue doesn't repeat for me or for othersI consider the matter resolved to my satisfaction
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 April 28, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated June 15, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had in regard to this claimWhen you have a FNHW you have every reason to expect quality customer serviceClearly that did not happen, and I regret the delay in service due to the wrong equipment orderFNHW operates with the best of intentions and deepest respect for all of our customers Although per Limits of Liability #section of your Contract, 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, FNHW did everything within its control to expedite the service one we were aware that the wrong equipment was ordered and understand the new condensing unit has been installed As a gesture of customer service, the service trade call fee of $has been waivedYou may disregard any [redacted] for the trade call feeWe value your business and we look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Complaint finally resolved, just wish it was done more efficiently
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 has obtained information from the vendor AC Overhead Garage Door Coand has corrected the invoicing error which resulted in the service fee statement you previously receivedPlease be advised the Company considers the service fee to be paid in full at this timeShould you receive any further correspondence regarding payment for the service fee for this service work order please disregard it With regard to your request for cancellation of your contract, the Company must respectfully decline your requestPlease refer to the Limits of Liability #section of the Contract which states: “This contract is non-cancelable, 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 escrow does not occurIf 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 less any service costs incurred by FNHW.” We believe the above information completely responds to your requestShould 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] ***
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 Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated July 7, Should you have any additional questions or concerns do not hesitate to contact us
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated October 6, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a home Our records show a rush service claim was called in on August 28, and the soonest service we were able to locate was for August 29, The service call was cancelled by the homeowner as an FNHW independent service contractor was arriving at the propertyAs stated under Terms of Coverage #3, "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 [redacted] 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 [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 term." As a gesture of customer service FNHW has waived service fee and taken the home warranty contract out of suspension status as this was your first claim with usWe 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, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had an additional problem with my garage door at my house and contacted the businessI was told by the representative that my account was "CANCELLED', not suspendedI was told I would be switched over to the service department to continue my cancelled requestNo one answered at the service department and when I called the business back again they answered and immediately hung upDue to this inconsideration I had to pay $to have my garage door repairedI also have mailed the requested $to the business and never received it backI am asking for assistance with the payment of $for my garage door and my $returned Final Business Response / [redacted] (4000, 12, 2015/10/22) */ Upon review of your complaint FNHW understands that you are dissatisfied with the service fee for your service work orderOur records show the service fee payment was received and a refund in the amount of $was issued on or around October 20, as we had previously waived the service fee as a gesture of customer service Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basisAs per Terms of Coverage #of the Contract, "If a covered item fails during the contract term, the contract holder must place a service request at www.homewarranty.com or by calling X-XXX-XXX-XXXXShould the contract holder contract directly with others or do the work themselves, Fidelity National Home Warranty (FNHW) [redacted] not reimburse that cost." However, as a gesture of good faith FNHW [redacted] review your paid invoice for the garage door opener services you had done for possible coverage under your home warrantyPlease review your contract coverage below for the Garage Door Opener section of the ContractAs you mentioned repair of the door, please be advised that the actual "garage door" is listed as not covered Garage Door Opener Standard Items: Wiring - motor - switches - receiver unit - track drive assembly Comprehensive Items: Hinges - springs - remote transmitters(via Comp Plan) Not Covered: Garage doors - rollers - guides Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for the inconveniences you had during this processFNHW operates with the best of intentions and deepest respect for all of our customersOur goal is to provide superior customer service and allow our contract holders to have peace of mind when dealing with repairs or replacements associated with owning a homeIf 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, 2015/09/02) */ When you purchase a Fidelity National Home Warranty you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedPlease accept my sincere apologies for your inconveniences in the claim process for your plumbing stoppage 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 We understand that you contracted with an outside vendor who was able to clear the kitchen sink stoppageOur records show that you have been contacted by a representative from our Authorization Department who advised reimbursement would be issued in full for the retail cost you paid for your plumbing stoppage services 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, 2016/01/26) */ Please accept my apologies on behalf of Fidelity National Home Warranty for any inconvenience you had during this processThe Company 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 The Company is in receipt of your recent correspondence requesting a reimbursement for the dishwasher appliance replacementUnfortunately, we are unable to reimburse you under the terms and conditions of your home warrantyPlease refer to Terms of Coverage #of the Home Warranty ContractWe 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 usWe value your business and look forward to a continued service relationship with you
Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Fidelity National Home Warranty (FNHW) operates with the best of intentions and deepest respect for all of our customersWhen you have a FNHW you have every reason to expect quality customer servicePlease accept my apologies on behalf of FNHW for the level of service you received as described Upon review of your complaint I understand that you are dissatisfied with the service from FNHW for the claims you have filed and the level of customer service you have received; subsequently, you are requesting a cancellation and a full refund from FNHW Please be advised that each claim is processed under the terms and conditions of the warranty and accepted or denied on that basisFNHW has reviewed it's analysis of all the claims filed through the warranty and find the claims were processed correctly according to the terms and conditions of the warranty Although, FNHW provides coverage for "accessible refrigerant and condensate drain lines," our records show that the air conditioning technician was able to locate the line buried underground outside the home near the condensing unitAs a gesture of customer service FNHW authorized him to dig up the condensate drain line and clear it In regard to your cancellation and request for a full refund, please note Limits of Liability #of the contract clearly explains the terms of cancellationA full refund is only available when the service contract is returned to FNHW not later than: (1) the 20th day after the date the contract is mailed to the contract holder; or (2) the 10th day after the date of delivery, if the contract is delivered to the contract holder at the time of saleIf the contract is returned in accordance with this paragraph and a claim has not been made under the contract before the contract is returned, the contract is voidFNHW shall refund to the contract holder or credit to the account of the contract holder the full purchase price During the term of the contract, after the above-mentioned time; if the 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 FNHWAs the contract term is due to expire August 26, cancellation with a pro-rata refund minus the cost of service and less the administrative fee leaves nothing to reimburseIt may be in your best interest to keep the contract for the remainder of the term should a covered item fail Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response.This company is clearly taking consumers money and not providing servicesAs I have indicated previously, this company has not once repaired anything as a result of a claim at my homeIt is bad business to take someone's money and not perform to the contract Customer Service at this organization needs to be closely reviewed and ultimately changed within the customer service is consistently poor and is not acceptable to the consumer Final Business Response / [redacted] (4000, 9, 2015/08/06) */ Our records show in late October of 2014, FNHW dispatched service for the air conditioning systemThe independent air conditioning technician reported to FNHW that he found a blown run cap and bad contactor and suction line Schrader leakingThe technician tightened the valve and cap and added pounds of refrigerantHe replaced the run cap and the contactor and tested the system's operationThe records show that the service fee was paid and FNHW paid the service provider for the repairs There were two other service requests were placed during your contract term, one for a leak under the kitchen sink which was determine by the plumber be a leak at the body of the faucetThe faucet is listed as a not covered item under your Standard Plan coverage, therefore the claim was denied by FNHWThe other claim was for an electrical fixtureAlthough the contract covers for wear and tear failure of the electrical wiring in the home, fixtures are listed as a not covered itemBoth services resulted in denials based upon the terms and conditions of the contract; however, as a gesture of customer service our records show both service fees were waived by FNHW It is our hope that the value of this home warranty coverage is beneficial and convenient as FNHW aims to provide the highest levels of service Final Consumer Response / [redacted] (4200, 11, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have absolutely no clue what service Fidelity has indicated took placeI had an independent come out to inspect the leak in the A/C and they told me they could not locate the primary drain lineFurther, they indicated that they would require approval from Fidelity to modify the primary drain line, of which, was never approvedI had to escalate and demand a second opinion of management in order to obtain a second opinionThe second independent did come out, and located the primary drain lineAt no time was their refrigerant added, not authorized by me or FidelityAdditionally, I never received any type of work invoice from either of the independent providersRegarding the leak in the kitchen, Fidelity dispatched an independent that came out only to tell me that a replacement faucet is not authorized by Fidelity and further insisted on a deductible of $Only through my escalation at Fidelity, was the deductible waived, as the independent did absolutely nothingFidelity's Home Warranty company is a scamI insist on being reimbursed my policy premium, as they have done nothing but take my money
Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Each claim is processed under the terms and conditions of the warranty contract and accepted or denied on that basisOur records show that the technician with All Brand Appliance Repair was unable to determine any failure with the refrigerator at the time of serviceSubsequently, you requested to obtain your own second opinion and were granted authorization by the Company to do soOn November 12, 2015, you were provided with the email address to which you may submit the details of your second opinion for reviewOn November 24, 2015, the Company received your second opinion correspondence and reviewed of the information contained thereinReview of your second opinion correspondence reported the inner tube for the water dispenser is leaking and in order to repair the failure the refrigerator door requires replacementAt that time, the Company requested an estimate to be provided by your technician indicating the item or part number for the replacement door, the part cost, the tax, the shipping, and the cost of labor for the required repair On December 10, 2015, you called the Company to check the status and were advised the Company was waiting for the aforementioned information to be providedOn December 14, 2015, you contacted the Company again and were informed the Company was still attempting to obtain the required information directly from your technicianA representative of the Company attempted to contact your technician to obtain the required information at which time your technician asked that the Company send him an email requestThe Company then sent an email request to your technicianAt this time, the Company has not received the required information from you, or your technician regarding the item or part number for the replacement door, the part cost, the tax, the shipping, and the cost of labor for the required repair Upon receipt of this required information, a representative of the Company [redacted] contact youWe hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as the Company aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Please accept my apologies for the manner in which you felt your claim was handled by 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 and accepted or denied on that basis Our records show we received the FNHW order for the Comprehensive Plus Plan on May 15, The estimated close of escrow was expected the same date May 15, On May 19, you called and inquired if the hot tub was on the order and stated it was to be includedFNHW added the Buyer's Coverage Option for the Pool and Spa a new demand for payment was sent to escrow On the morning of May 21, FNHW received a call from you for the "Spa not starting, pump or heater going out." Because the claim was placed prior to FNHW's receipt of payment for the warranty, FNHW called escrow to confirm the closing date and that payment was being sent to FNHWThe escrow representative advised that escrow closed on May 18, 2015, subsequently the claim was released for service The technician that evaluated the hot tub advised that the heater had shorted out and required replacementFNHW determined that the hot tub could not have been in good working order at the start of the Contract term and the claim was denied based on the Contract's 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 applianceKnown defects of covered items found at the time of a home inspection report are excluded from coverage until proof of repair is received by FNHW." You have advised FNHW that the spa was empty prior to the close of escrow and therefore not operated or inspectedUpon review of the facts pursuant to this matter and our analysis of the claim, FNHW's position remains the sameOur records show that the service fee was not collected at the time of serviceAs a gesture of customer service, FNHW is not charging you the service fee on this claimPlease disregard any service fee past due notice you may have received for this service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We called thinking that our Home warranty would fix our spa in good faithOur escrow was supposed to close on 5/15/since we were moving in and signing paperworkNot to our fault we did not close escrow and filled up and used spa thereafterAgain, we used it the first time with no problemsIt was not until the second time of use did we realize that there was a problemSpin calling in we were told that our policy was not in force due to escrowWe waited till policy was in force and called againAt that time we were not informed of any non-payment of our service call and were led to believe from repair person that the spa was not working due to misuse, neglect or any pre-existing conditionAll our charges should be reimbursedPlease reconsider Final Business Response / [redacted] (4000, 9, 2015/07/21) */ As a gesture of customer service FNHW has reimbursed your service feeOur position in regard to the denial of the claim remains the sameIf you believe all or part of the claim has been wrongfully denied or rejected, you may have the matter reviewed by the California Department of Insurance, [redacted] (phone XXX-XXX-XXXX) Final Consumer Response / [redacted] (2000, 11, 2015/07/24) */ (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 letter dated September 1, Should you have any additional questions or concerns do not hesitate to contact us