Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers Our records show that the replacement unit for your air conditioning swamp cooler was ordered on or around September 30, and an installation appointment was completed on or around October 02, After review of your claim, a representative with FNHW contacted the technician to advise that FNHW was covering the installation of a universal programmable remote thermostat under the terms and conditions stated in 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, the company contacted me the next business day to inform me that they reviewed the account and order and had now ordered the programmable remote for meIt has been installed now and is working nicelyJust as I had before Thank you
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated July 20, Should you have any additional questions or concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized repairs to your Air Conditioning Compressor pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
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 19, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Our records show that on Saturday, October 17,... 2015 you placed a claim for electrical service, reporting that outlets for the coffee maker, microwave, and modem were not working. FNHW promptly dispatched a Service Work Order (SWO) to the vendor Budget Electric to assist in resolution of your claim. The service representative you spoke to informed you that the technician from Budget Electric would contact you during normal business hours on the next business day. Please refer to the Terms of Coverage #1 section of the Contract which states; "Upon receipt of a service request, FNHW [redacted] contact an independent service contractor (contractor) within 3 hours during normal business hours and 48 hours on weekends and holidays. Our assigned contractor [redacted] then call the contract holder directly to schedule a mutually convenient appointment during normal business hours. FNHW [redacted] determine what service requests constitute an emergency and [redacted] make reasonable efforts to expedite emergency service." On Sunday, October 18, 2015, you contacted our Service Department and advised that you were experiencing power failure to more than half of your home. You stated that you had been experiencing that degree of power failure since the time you originally contacted our Service Department to place the claim, however FNHW was not originally advised of the severity of your power failure at the time the SWO was placed. In response to this new information, FNHW offered you the option to go outside of our network of service providers. At this time, we also conducted an internal search in attempt to locate emergency service. Our Dispatch Department contacted electricians in your area but were unable to locate service for that day. The SWO was kept with Budget Electric who advised they could service your home the next day; Monday, October 19, 2015. On Monday, October 19, 2015, you spoke to a representative from our Dispatch Department and advised that you had already received service from your own electrician. You have been provided with the email for the Authorization Department to which you may submit your invoice for review for coverage under the terms and conditions of the Home Warranty. As of this time, FNHW has not received any further correspondence. We understand that you are requesting cancellation of your Contract. Pursuant to Limits of Liability #10 of the Contract, "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 occur. If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW. Upon renewal, this contract is non-cancelable except for non-payment of contract fee, fraud, or misrepresentation of facts." Please be advised our records show your contract term expires on November 6, 2015.
Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ 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 Home Warranty contract The Company understands that a service call was placed for ductwork that had been physically damaged by an outside technician during a previous repairThis failure is not due to wear and tear, therefore; is not coveredAs stated in the Limits of Liability #of the Contract, "FNHW's liability is limited to failures due to wear and tear during the term of the Contract." As previously mentioned, the Company advised you there was no coverage for repair and did not send out a technician for you to avoid a service fee cost on a non-covered itemA cancellation request of the Contract was received on December 07, and processed the same day with a prorated refund in the amount of $being returned via check to the provider of funds Should you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX
Initial Business Response / [redacted] (1000, 7, 2015/04/28) */ Please accept my apologies for the manner in which you felt your air conditioning claims were handled, Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersAll claims are processed according to the terms and conditions of the contract Our records show that the first claim placed for the system was on September 17, during term #of the Contract because the unit was leaking through the ceilingThe technician found the furnace and coil in the attic were not level where the unit was installed because one of the beams had been removedHe also advised that the evaporative coil was improperly installedThe primary and secondary drain lines were tied togetherTo correct this installation, the technician recommended separating the drain lines, and adding a float switch to the secondary drain line Correcting the beams in the attic in order to level the unit is not covered by the Contract; however, correction of the improper installation of the drain lines is covered through the Comprehensive Plan of the ContractOur records show on September 23, FNHW advised you that once the beams were corrected FNHW would address the drain linesThere are no records in our files showing the beams were corrected The next service call was placed on June 30, during the 5th term of the Contract for a leaking air conditioning drain line possibly due to being cloggedThe Service technician advised that the line does not have the proper slope and therefore is not able to drainBecause the drain line installation was not to code, FNHW's coverage is limited to the $aggregate for code violationsTwo calls were made to advise you of the coverage and limits according to the Contract; however, our records do not show that we spoke to you on this matter July 23, a claim was placed for the fan motor located at the air conditioning condenser outside the homeFNHW's technician replaced the way fan motor September 15, a claim for the air conditioner not cooling was placedThe technician advised that he found no mechanical failures, but advised the condenser and the evaporative coil were dirty and needed cleaning and routine maintenanceA letter was sent in regard to this denial as per Limits of Liability # The following terms of coverage apply: Improper Installations, Repairs or Modifications: FNHW [redacted] repair or replace a system or appliance that has failed due to improper installation, repair or modificationIf the improper installation, repair or modification violates a code requirement, the $Code Violation aggregate applies as stated Limits of Liability #7: "FNHW is not responsible for providing access to repair or replace a covered system or appliance unless otherwise noted in this contractWhen access is provided under this contract, restoration to walls, closets, floors, ceilings, or the like, [redacted] be to a rough finish onlyFNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modificationsFNHW does not cover commercial systems, appliances, or equipment modified for domestic use." "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW [redacted] not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." Upon review of this complaint we found that FNHW processed the claims according to the terms of the contract as it applies for the repairs to the air conditioning unit; however, the work for correcting the drain lines and the code violation aggregate was never finalizedTherefore to complete the claims for repairs as noted above, FNHW is sending you the $code aggregate due to you,, and $which is our cost for correction of the drain linesA check for the total at $ [redacted] arrive under separate cover to your mailing address within 10-business days We value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/05/30) */ Fidelity National has refunded the fees for AC coverage, so this issues has been satisfied However, I want to clarify that the agreement clearly stated that faulty installation is coveredPrior the the purchase of my condenser unit, there was nothing in the atticMy main reason for getting the unit 5+ years ago was to move it from the laundry room downstairs into the unused attic spaceSo, the original attic structure was built to code and approved by the city over years agoAny changes around or supporting the AC condenser unit were definitely and indisputably the result of the installationIf there was a missing support, it was due to faulty installationIf the drainage was wrong, it was due to the installationUnless Fidelity was implying that I, for some insane reason decided to alter the support and mickey mouse the plumbing after paying someone else to do it(Why would I do that?) But, like I said, Fidelity has refunded the money I paid for the that part of the warranty, so I'm satisfiedThank you
Complaint: [redacted] I am rejecting this response because: there was no resolution, simply an acknowledgment that a complaint was filed Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: My garage door opener still not working, I have to get out of the car and open it manually every time I came homeI have not received you explanation of benefits letter yet, BUT: Your letter of July 6th is not going to fix it or replace the faulty unit you installed Your letter is not going to give my my original unit back that I PAID FOR and it was working wellWhat did you do with it??? Did vender sell it to another customer?? And vendor stated I had 1/HP unit on the report, but my husband bought 3/HP unit by [redacted] and now we don't have our unit to prove itThe company your vendor working with - [redacted] - only makes one low quality 1/HP unit, thats why he didn't even match the horse power to our original one I feel it is stealing, its like you took my [redacted] to change tire and returned my [redacted] instead, but with good tires I DIDN'T ASK TO CHANGE THE MOTOR AND I WANT MY MOTOR BACKThis lowest quality [redacted] opener that you installed doesn't work Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ Fidelity National Home Warranty (FNHW) has received your complaint through the Revdex.com a copy of which we received May 18, Your concerns are important to FNHW; and I appreciate the opportunity to respond Our records show that you spoke with a FNHW Assistant Authorization ManagerFNHW approved replacement of the refrigerator; however, our suppliers could not match all the features of the Samsung unit and therefore FNHW is providing cash in lieu of replacement Please accept my sincere 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 customersWe appreciate you providing us with your experience as it gives us the opportunity to improve the service we provide to our customers Sincerely, [redacted] Manager
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 11, Should you have any additional questions or concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Vendor has completed repairs to your Air Conditioning Condenser pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ Please accept my apologies for the frustration you and your family had in regard to the plumbing claimFNHW operates with the best of intentions and deepest respect for all of our customersAll claims are accepted or denied based upon the terms and conditions of the ContractOur records show that although the plumbing pipe runs to your unit, the leak in that pipe is located in your downstairs neighbor's unit FNHW decision to deny the claim is based on the Contract's Terms of Coverage #which lists repair or replacement of covered items located outside of the main foundation of the home or garage for the "exterior well pump, air conditioner/evaporative cooler, pressure regulator, waste/stop valves, water heaters, pool/spa equipment, sewage ejector pump and outdoor septic tank system equipment." All other "covered systems and/or appliances must be located within the main foundation of the home or garage." On behalf of the Company it is my hope that the true value of this home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to youAs a gesture of customer service the service fee is waived for this claimA formal letter of denial [redacted] arrive under separate coverShould 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
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized replacement to your Air Conditioning Condensing Unit and Evaporative Coil pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ 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 companyOur records show that the spa company technician was unaware that the FNHW did not provide coverage for this componentThe claim has been denied as the failure is to the electronic control panel and this is listed in the Not Covered section of the Pool/Spa Equipment Option."Not Covered section: liners - solar related equipment - underground water, gas and electrical lines - skimmers - chlorinator or ozonator - ornamental fountains - waterfalls and their pumping systems - structural and/or cosmetic defects - cost of access to make repairs or replacements - inaccessible portion of the spa jets - pheads - turbo or motorized valves - electronic/computerized controls and/or control panels - pool sweeps and related cleaning equipment - salt." Your concerns were forwarded to our Vendors Relations Department to discuss directly with the owner of the company involvedPlease note that the complaints received negatively affect the vendor's rating with FNHW We spoke to spa company in regard to returning the part, and they advised that they have called but have not heard back from youPlease give them a call to make arraignments to return the part As a gesture of customer service, FNHW is reimbursing the trade call service fee to the credit card on file Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) August 25th we received an unscheduled, unauthorized 'visit' from a Perfect Spas 'tech'The visit consisted of a service truck slowly entering our compound, stopping, and exiting the truck with a pieces of plumbing, placing it on my front steps and driving awayAs I rushed out the door and said "this is how you do business"? The person driving the truck stated "this is what your insurance company said to do - return the parts"Now, this may or may not be the parts removed (I'm no plumber)The fact remains my partially operating fully filled spa is now empty and totally inoperablePerfect Spas has cannibalized the internals of the spa, and service has been denied based on the alleged diagnosis of the most slipshod company I've ever seenPerfect Spas has made no effort to communicate ANYTHING, and FNHW has been dismissive and condescending at every juncture"As a gesture of customer service.." indeed! Our request for a repaired spa, refund of trade service fee AND refund of spa "warranty" - denied on the basis of NOTHING - stands Final Business Response / [redacted] (4000, 10, 2015/09/10) */ When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedPlease accept my sincere apologies on behalf of FNHW for the manner in which this has been handledOur records show that our representative gave you instructions on obtaining your own spa technician to resolve this matter according to the Terms of Coverage #of the contractIn addition, FNHW vendor relations representative [redacted] left you a message today to discuss this matterPlease return his call so that we may assist you with a resolution Final Consumer Response / [redacted] (4200, 12, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) FNHW has been in contact with us and has pledged to contact another business to work on this claimAs of September 17th, we have not been contacted by that businessOur spa remains canabilized, empty and inoperableOur demand for a repaired spa without furter expenditure standsWe are unaware of any monetary compensation (refunded service fee) extended by FNHW as repairation for this fiasco
(The consumer indicated he/she DID NOT accept the response from the business.)I don't agree with this response because the representative " [redacted] " strong armed me into filing another service claimI explained to her that I believe the 1st company that came out caused the issue with my home as secondary damageShe did not listen to me & told me the only thing I can do is file another service fee in which the company came & leftThey told me they couldn't help me because I only have access from my roofThey know the given age of my homeI believe it was an attempt to collect another unnecessary service feeFurthermore, at any point in the conversation was it mentioned that I should have called the 1st company that did the service because if I believed they caused it they have insurance to cover repairsThis is what fidelity's authorization department told me after I HAVE paid $to repair the damage the 1st company sent causedThis was verified by the independent company I had to hire after my service calls of $each made matters worsePer the company since Elite plumbing did not properly snake my drain they further pushed the clog to other areas of my home CAUSING the damage! I have it in writing! Had I known the companies that were sent by fidelity were sub-par I would have ores someone independently & not wasted time & frustration on this issue, not to mention going days without any plumbing all while my child has the stomach fluWhen I spent time on the phone with the authorization department I got know kind of service either except sent in a bunch of different directions which none of them could even give me a clear explanation while I was NEVER referred to the initial company doing workSo the customer service sucked on top of everything elseI don't see any value in thatTo get any answers whatsoever my real estate agent reached out to a local fidelity rep who issued the voucherThat was the only time I seemed to get any kind of decent response, understood what I was going g through as well as admittedly said things were handled wrong by rep " [redacted] " whatever office she works out ofSo wherever the # defaults toBut I'm so disappointed with the whole experience I will be looking for another home warranty company when this expires
Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ This is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 12th, Your concerns are important to our Company; I appreciate the opportunity to respond Our records show that FNHW has been informed by the service technician that they have been unable to locate the required parts in order to repair your ovenAt this time, the claim has been forwarded to our Purchasing department in order to provide options for replacement of your oven 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 customersWe 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, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is almost month since they send a technician on 7/7/that I cannot use my ovenThey refused to repair my oven they said that it was my negligence that the door oven did not close properlyI took pictures of the doors closed and open and emailed them to show that the doors are not broken and their complain is not validThen I complained to the Revdex.comOnly yesterday someone called me and asked me for the serial and model numberI gave them the serial number but couldn't see the model numberwhen the technicians were here they took pictures and could of taken the serial and model numbers I hope that my problem [redacted] be resolved soonI had other times problems that they refused to repair with excusesBoth times I called my own technician and for $and $they fixed itOnce years ago and once last yearThey still charged me the $I hope that they [redacted] address this problem soon Thank you Final Business Response / [redacted] (4000, 9, 2015/09/14) */ Please accept my apologies on behalf of the company for the difficulties you have experienced while utilizing the warrantyFNHW has authorized the replacement of your oven under the Terms and Conditions of your ContractOur records show that on September 1, 2015, a representative from our Purchasing Department contacted you and discussed the options available to you concerning the replacement of your ovenFNHW can purchase and install the oven that was offered; or you may accept the cash in lieu based on FNHW's cost to purchase and install the oven being offeredShould you have any additional questions or concerns FNHW's Purchasing Department can further assist you in this resolution
Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers Our records show that the replacement unit for your air conditioning was ordered on or around September 30, We understand that the scheduled appointment is for the installation is the 21st of OctoberA representative with FNHW [redacted] be in contact with the technician in regard to advise that FNHW is paying the non-covered charges as a gesture of customer service As stated under Limits of Liability #of the 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." We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ 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 Home Warranty contract The Company understands that the technician found two water lines below the toilet in the guest and master bathrooms; however, there were no active leaks found at the time of service despite an investigation that also involved conducting a moisture testAs stated in the Plumbing System/Stoppages section of the Contract; FNHW's liability is limited to "Repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage." As previously mentioned, the Company advised you there were no leaks foundNevertheless, if you encounter an active leak, the Company [redacted] send a technician to investigate after notificationIt is our hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns in regard to this service, please 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, 2015/10/16) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers Our records show that the replacement unit for your air conditioning swamp cooler was ordered on or around September 30, and an installation appointment was completed on or around October 02, After review of your claim, a representative with FNHW contacted the technician to advise that FNHW was covering the installation of a universal programmable remote thermostat under the terms and conditions stated in 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, the company contacted me the next business day to inform me that they reviewed the account and order and had now ordered the programmable remote for meIt has been installed now and is working nicelyJust as I had before Thank you
Please accept my apologies for the manner in which you felt you were treated as a customer of our CompanyFNHW operates with the best of intentions and deepest respect for all of our customers Please refer to the Company’s letter dated July 20, Should you have any additional questions or concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized repairs to your Air Conditioning Compressor pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
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 19, Should you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ Please accept my apologies for the manner in which you felt you were treated as a customer of our Company. FNHW operates with the best of intentions and deepest respect for all of our customers. Our records show that on Saturday, October 17,... 2015 you placed a claim for electrical service, reporting that outlets for the coffee maker, microwave, and modem were not working. FNHW promptly dispatched a Service Work Order (SWO) to the vendor Budget Electric to assist in resolution of your claim. The service representative you spoke to informed you that the technician from Budget Electric would contact you during normal business hours on the next business day. Please refer to the Terms of Coverage #1 section of the Contract which states; "Upon receipt of a service request, FNHW [redacted] contact an independent service contractor (contractor) within 3 hours during normal business hours and 48 hours on weekends and holidays. Our assigned contractor [redacted] then call the contract holder directly to schedule a mutually convenient appointment during normal business hours. FNHW [redacted] determine what service requests constitute an emergency and [redacted] make reasonable efforts to expedite emergency service." On Sunday, October 18, 2015, you contacted our Service Department and advised that you were experiencing power failure to more than half of your home. You stated that you had been experiencing that degree of power failure since the time you originally contacted our Service Department to place the claim, however FNHW was not originally advised of the severity of your power failure at the time the SWO was placed. In response to this new information, FNHW offered you the option to go outside of our network of service providers. At this time, we also conducted an internal search in attempt to locate emergency service. Our Dispatch Department contacted electricians in your area but were unable to locate service for that day. The SWO was kept with Budget Electric who advised they could service your home the next day; Monday, October 19, 2015. On Monday, October 19, 2015, you spoke to a representative from our Dispatch Department and advised that you had already received service from your own electrician. You have been provided with the email for the Authorization Department to which you may submit your invoice for review for coverage under the terms and conditions of the Home Warranty. As of this time, FNHW has not received any further correspondence. We understand that you are requesting cancellation of your Contract. Pursuant to Limits of Liability #10 of the Contract, "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 occur. If this contract is canceled, the provider of funds shall be entitled to a pro-rated refund of the paid contract fee for the unexpired term, less an administrative fee and less any service costs incurred by FNHW. Upon renewal, this contract is non-cancelable except for non-payment of contract fee, fraud, or misrepresentation of facts." Please be advised our records show your contract term expires on November 6, 2015.
Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ 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 Home Warranty contract The Company understands that a service call was placed for ductwork that had been physically damaged by an outside technician during a previous repairThis failure is not due to wear and tear, therefore; is not coveredAs stated in the Limits of Liability #of the Contract, "FNHW's liability is limited to failures due to wear and tear during the term of the Contract." As previously mentioned, the Company advised you there was no coverage for repair and did not send out a technician for you to avoid a service fee cost on a non-covered itemA cancellation request of the Contract was received on December 07, and processed the same day with a prorated refund in the amount of $being returned via check to the provider of funds Should you have any additional questions or concerns; please do not hesitate to contact our Inbound Sales Department at (XXX) XXX-XXXX
Initial Business Response / [redacted] (1000, 7, 2015/04/28) */ Please accept my apologies for the manner in which you felt your air conditioning claims were handled, Fidelity National Home Warranty operates with the best of intentions and deepest respect for all of our customersAll claims are processed according to the terms and conditions of the contract Our records show that the first claim placed for the system was on September 17, during term #of the Contract because the unit was leaking through the ceilingThe technician found the furnace and coil in the attic were not level where the unit was installed because one of the beams had been removedHe also advised that the evaporative coil was improperly installedThe primary and secondary drain lines were tied togetherTo correct this installation, the technician recommended separating the drain lines, and adding a float switch to the secondary drain line Correcting the beams in the attic in order to level the unit is not covered by the Contract; however, correction of the improper installation of the drain lines is covered through the Comprehensive Plan of the ContractOur records show on September 23, FNHW advised you that once the beams were corrected FNHW would address the drain linesThere are no records in our files showing the beams were corrected The next service call was placed on June 30, during the 5th term of the Contract for a leaking air conditioning drain line possibly due to being cloggedThe Service technician advised that the line does not have the proper slope and therefore is not able to drainBecause the drain line installation was not to code, FNHW's coverage is limited to the $aggregate for code violationsTwo calls were made to advise you of the coverage and limits according to the Contract; however, our records do not show that we spoke to you on this matter July 23, a claim was placed for the fan motor located at the air conditioning condenser outside the homeFNHW's technician replaced the way fan motor September 15, a claim for the air conditioner not cooling was placedThe technician advised that he found no mechanical failures, but advised the condenser and the evaporative coil were dirty and needed cleaning and routine maintenanceA letter was sent in regard to this denial as per Limits of Liability # The following terms of coverage apply: Improper Installations, Repairs or Modifications: FNHW [redacted] repair or replace a system or appliance that has failed due to improper installation, repair or modificationIf the improper installation, repair or modification violates a code requirement, the $Code Violation aggregate applies as stated Limits of Liability #7: "FNHW is not responsible for providing access to repair or replace a covered system or appliance unless otherwise noted in this contractWhen access is provided under this contract, restoration to walls, closets, floors, ceilings, or the like, [redacted] be to a rough finish onlyFNHW is not responsible for the cost of modifications necessary to repair or replace a covered system or appliance, including but not limited to pipe runs, flues, ductwork, structures, electrical, or other modificationsFNHW does not cover commercial systems, appliances, or equipment modified for domestic use." "FNHW is not responsible for repairs or replacement due to misuse or abuse, disassembled or missing parts nor for failures or damage due to: fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, vandalism, animals or pests, power failure, surge and/or overload, soil movement, structural changes, design deficiency, manufacturer's recall, inadequate capacity, land subsidence, slope failure or cosmetic defectsExcept where otherwise noted in this contract, failures due to improper previous repair or installation of appliances, systems or components is not coveredFNHW [redacted] not perform routine maintenance or cleaningThe contract holder is responsible for providing routine maintenance and cleaning of covered items as specified by the manufacturer to ensure continued coverage of such itemsFor example, heating and air conditioning systems require periodic cleaning and/or replacement of filters and water heaters require periodic flushing." Upon review of this complaint we found that FNHW processed the claims according to the terms of the contract as it applies for the repairs to the air conditioning unit; however, the work for correcting the drain lines and the code violation aggregate was never finalizedTherefore to complete the claims for repairs as noted above, FNHW is sending you the $code aggregate due to you,, and $which is our cost for correction of the drain linesA check for the total at $ [redacted] arrive under separate cover to your mailing address within 10-business days We value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/05/30) */ Fidelity National has refunded the fees for AC coverage, so this issues has been satisfied However, I want to clarify that the agreement clearly stated that faulty installation is coveredPrior the the purchase of my condenser unit, there was nothing in the atticMy main reason for getting the unit 5+ years ago was to move it from the laundry room downstairs into the unused attic spaceSo, the original attic structure was built to code and approved by the city over years agoAny changes around or supporting the AC condenser unit were definitely and indisputably the result of the installationIf there was a missing support, it was due to faulty installationIf the drainage was wrong, it was due to the installationUnless Fidelity was implying that I, for some insane reason decided to alter the support and mickey mouse the plumbing after paying someone else to do it(Why would I do that?) But, like I said, Fidelity has refunded the money I paid for the that part of the warranty, so I'm satisfiedThank you
Complaint: [redacted] I am rejecting this response because: there was no resolution, simply an acknowledgment that a complaint was filed Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: My garage door opener still not working, I have to get out of the car and open it manually every time I came homeI have not received you explanation of benefits letter yet, BUT: Your letter of July 6th is not going to fix it or replace the faulty unit you installed Your letter is not going to give my my original unit back that I PAID FOR and it was working wellWhat did you do with it??? Did vender sell it to another customer?? And vendor stated I had 1/HP unit on the report, but my husband bought 3/HP unit by [redacted] and now we don't have our unit to prove itThe company your vendor working with - [redacted] - only makes one low quality 1/HP unit, thats why he didn't even match the horse power to our original one I feel it is stealing, its like you took my [redacted] to change tire and returned my [redacted] instead, but with good tires I DIDN'T ASK TO CHANGE THE MOTOR AND I WANT MY MOTOR BACKThis lowest quality [redacted] opener that you installed doesn't work Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ Fidelity National Home Warranty (FNHW) has received your complaint through the Revdex.com a copy of which we received May 18, Your concerns are important to FNHW; and I appreciate the opportunity to respond Our records show that you spoke with a FNHW Assistant Authorization ManagerFNHW approved replacement of the refrigerator; however, our suppliers could not match all the features of the Samsung unit and therefore FNHW is providing cash in lieu of replacement Please accept my sincere 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 customersWe appreciate you providing us with your experience as it gives us the opportunity to improve the service we provide to our customers Sincerely, [redacted] Manager
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 11, Should you have any additional questions or concerns do not hesitate to contact us
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Vendor has completed repairs to your Air Conditioning Condenser pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ Please accept my apologies for the frustration you and your family had in regard to the plumbing claimFNHW operates with the best of intentions and deepest respect for all of our customersAll claims are accepted or denied based upon the terms and conditions of the ContractOur records show that although the plumbing pipe runs to your unit, the leak in that pipe is located in your downstairs neighbor's unit FNHW decision to deny the claim is based on the Contract's Terms of Coverage #which lists repair or replacement of covered items located outside of the main foundation of the home or garage for the "exterior well pump, air conditioner/evaporative cooler, pressure regulator, waste/stop valves, water heaters, pool/spa equipment, sewage ejector pump and outdoor septic tank system equipment." All other "covered systems and/or appliances must be located within the main foundation of the home or garage." On behalf of the Company it is my hope that the true value of this home warranty coverage [redacted] be beneficial and convenient as FNHW aims to provide the highest levels of service to youAs a gesture of customer service the service fee is waived for this claimA formal letter of denial [redacted] arrive under separate coverShould 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
The Company has investigated the information regarding your claim for your Air ConditioningReview of your claim information shows that the Company has authorized replacement to your Air Conditioning Condensing Unit and Evaporative Coil pursuant to the provisions of your home warranty contract Please accept my apologies for any inconveniences you have experienced during the course of repairs for your Air Conditioning We believe the above information completely responds to your requestShould you have any additional questions or concerns do not hesitate to contact us
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ 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 companyOur records show that the spa company technician was unaware that the FNHW did not provide coverage for this componentThe claim has been denied as the failure is to the electronic control panel and this is listed in the Not Covered section of the Pool/Spa Equipment Option."Not Covered section: liners - solar related equipment - underground water, gas and electrical lines - skimmers - chlorinator or ozonator - ornamental fountains - waterfalls and their pumping systems - structural and/or cosmetic defects - cost of access to make repairs or replacements - inaccessible portion of the spa jets - pheads - turbo or motorized valves - electronic/computerized controls and/or control panels - pool sweeps and related cleaning equipment - salt." Your concerns were forwarded to our Vendors Relations Department to discuss directly with the owner of the company involvedPlease note that the complaints received negatively affect the vendor's rating with FNHW We spoke to spa company in regard to returning the part, and they advised that they have called but have not heard back from youPlease give them a call to make arraignments to return the part As a gesture of customer service, FNHW is reimbursing the trade call service fee to the credit card on file Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) August 25th we received an unscheduled, unauthorized 'visit' from a Perfect Spas 'tech'The visit consisted of a service truck slowly entering our compound, stopping, and exiting the truck with a pieces of plumbing, placing it on my front steps and driving awayAs I rushed out the door and said "this is how you do business"? The person driving the truck stated "this is what your insurance company said to do - return the parts"Now, this may or may not be the parts removed (I'm no plumber)The fact remains my partially operating fully filled spa is now empty and totally inoperablePerfect Spas has cannibalized the internals of the spa, and service has been denied based on the alleged diagnosis of the most slipshod company I've ever seenPerfect Spas has made no effort to communicate ANYTHING, and FNHW has been dismissive and condescending at every juncture"As a gesture of customer service.." indeed! Our request for a repaired spa, refund of trade service fee AND refund of spa "warranty" - denied on the basis of NOTHING - stands Final Business Response / [redacted] (4000, 10, 2015/09/10) */ When you purchase a Fidelity National Home Warranty (FNHW) you have every reason to expect quality customer serviceClearly that did not happen, and I was disappointed to hear the level of service you receivedPlease accept my sincere apologies on behalf of FNHW for the manner in which this has been handledOur records show that our representative gave you instructions on obtaining your own spa technician to resolve this matter according to the Terms of Coverage #of the contractIn addition, FNHW vendor relations representative [redacted] left you a message today to discuss this matterPlease return his call so that we may assist you with a resolution Final Consumer Response / [redacted] (4200, 12, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) FNHW has been in contact with us and has pledged to contact another business to work on this claimAs of September 17th, we have not been contacted by that businessOur spa remains canabilized, empty and inoperableOur demand for a repaired spa without furter expenditure standsWe are unaware of any monetary compensation (refunded service fee) extended by FNHW as repairation for this fiasco
(The consumer indicated he/she DID NOT accept the response from the business.)I don't agree with this response because the representative " [redacted] " strong armed me into filing another service claimI explained to her that I believe the 1st company that came out caused the issue with my home as secondary damageShe did not listen to me & told me the only thing I can do is file another service fee in which the company came & leftThey told me they couldn't help me because I only have access from my roofThey know the given age of my homeI believe it was an attempt to collect another unnecessary service feeFurthermore, at any point in the conversation was it mentioned that I should have called the 1st company that did the service because if I believed they caused it they have insurance to cover repairsThis is what fidelity's authorization department told me after I HAVE paid $to repair the damage the 1st company sent causedThis was verified by the independent company I had to hire after my service calls of $each made matters worsePer the company since Elite plumbing did not properly snake my drain they further pushed the clog to other areas of my home CAUSING the damage! I have it in writing! Had I known the companies that were sent by fidelity were sub-par I would have ores someone independently & not wasted time & frustration on this issue, not to mention going days without any plumbing all while my child has the stomach fluWhen I spent time on the phone with the authorization department I got know kind of service either except sent in a bunch of different directions which none of them could even give me a clear explanation while I was NEVER referred to the initial company doing workSo the customer service sucked on top of everything elseI don't see any value in thatTo get any answers whatsoever my real estate agent reached out to a local fidelity rep who issued the voucherThat was the only time I seemed to get any kind of decent response, understood what I was going g through as well as admittedly said things were handled wrong by rep " [redacted] " whatever office she works out ofSo wherever the # defaults toBut I'm so disappointed with the whole experience I will be looking for another home warranty company when this expires
Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ This is in response to your recent correspondence through the Revdex.com; a copy of which we received on August 12th, Your concerns are important to our Company; I appreciate the opportunity to respond Our records show that FNHW has been informed by the service technician that they have been unable to locate the required parts in order to repair your ovenAt this time, the claim has been forwarded to our Purchasing department in order to provide options for replacement of your oven 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 customersWe 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, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is almost month since they send a technician on 7/7/that I cannot use my ovenThey refused to repair my oven they said that it was my negligence that the door oven did not close properlyI took pictures of the doors closed and open and emailed them to show that the doors are not broken and their complain is not validThen I complained to the Revdex.comOnly yesterday someone called me and asked me for the serial and model numberI gave them the serial number but couldn't see the model numberwhen the technicians were here they took pictures and could of taken the serial and model numbers I hope that my problem [redacted] be resolved soonI had other times problems that they refused to repair with excusesBoth times I called my own technician and for $and $they fixed itOnce years ago and once last yearThey still charged me the $I hope that they [redacted] address this problem soon Thank you Final Business Response / [redacted] (4000, 9, 2015/09/14) */ Please accept my apologies on behalf of the company for the difficulties you have experienced while utilizing the warrantyFNHW has authorized the replacement of your oven under the Terms and Conditions of your ContractOur records show that on September 1, 2015, a representative from our Purchasing Department contacted you and discussed the options available to you concerning the replacement of your ovenFNHW can purchase and install the oven that was offered; or you may accept the cash in lieu based on FNHW's cost to purchase and install the oven being offeredShould you have any additional questions or concerns FNHW's Purchasing Department can further assist you in this resolution
See Attached
Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ Please accept my apologies on behalf of Fidelity National Home Warranty (FNHW) for any inconvenience you had as a customer of our companyFNHW operates with the best of intentions and deepest respect for all of our customers Our records show that the replacement unit for your air conditioning was ordered on or around September 30, We understand that the scheduled appointment is for the installation is the 21st of OctoberA representative with FNHW [redacted] be in contact with the technician in regard to advise that FNHW is paying the non-covered charges as a gesture of customer service As stated under Limits of Liability #of the 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." We hope that the true value of this home warranty coverage [redacted] continue to be beneficial and convenient as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns do not hesitate to contact usWe value your business and look forward to a continued service relationship with you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ 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 Home Warranty contract The Company understands that the technician found two water lines below the toilet in the guest and master bathrooms; however, there were no active leaks found at the time of service despite an investigation that also involved conducting a moisture testAs stated in the Plumbing System/Stoppages section of the Contract; FNHW's liability is limited to "Repair of leaks and breaks in water, waste, vent, or gas lines within the perimeter of the main foundation of the home or garage." As previously mentioned, the Company advised you there were no leaks foundNevertheless, if you encounter an active leak, the Company [redacted] send a technician to investigate after notificationIt is our hope that the value of this home warranty coverage [redacted] continue to be beneficial as FNHW aims to provide the highest levels of service to youShould you have any additional questions or concerns in regard to this service, please do not hesitate to contact usWe value your business and look forward to a continued service relationship with you