Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/3/2025 Fidelity authorized a charge of $685 for hydro jetting over the phone directly with the vendor working on our kitchen sink. The next day they denied the fact they had approved it in full and said they would only cover $306.41. They said they had phone recordings that could be reviewed but still made no attempt to fix the issue saying the person who approved it did it wrong. They need to pay for the full amount of hydro jetting they approved over the phone.

  

  Business Response

  Date: 07/07/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers.  Please refer to ********************'S response letter dated July 7, 2025. You will be receiving within 7 to 10 business days. 
  Should you have any additional questions or concerns do not hesitate to contact us. 

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The evaporator unit of AC was leaking water internally. Called FNHW. Tech arrived and verified the drain line was open. He called FNHW and obtained their permission to open the evaporator unit. This involved removing the furnace vent cutting the drain line, removing screws and tape sealing the cover, removing sealnat around pipe the penetrated the cover, cut pieces out of the cover around pipes. The cause of the leak was the drain line ****** in the drain pan was broken. Tech had long conversation and video with FNHW ending in promise to consider the claim. Tech then prepared to leave with entire evaporator unit, making AC non-functional. He expalined it would take 3 weeks to get new parts delivered once claim was approved. Me: So do you have a loaner portable AC for me? Tech: No. Me: If this were your house would you like it left like this? At that, **** began to re-assemble. I epoxied the the broken drain ****** back onto the drain pan. Tech left. Now I have a bucket to catch condensate. Later a call from FNHW informed me the claim was denied. I asked when the Tech would return to replace/repair damage made to my property by an agent of FNHW (aka the Tech). Answer: They would not because he claimed I now had to replace the entire evaporator unit and when that happened all would be repaired. So here we have a case where a home warranty company sends a tech who damages property, claim is denied and home owner is left with warranty company dictating resolution with no compensation from warranty company. My position: When the claim was denied, what I did about the evaporator unit was my business, not the warranty company. Warranty company did damage to my property with no compensation. Clearly grounds for a lawsuit but I have better things to do than spend my time in a courtroom. I promptly filed for cancellation of the contract. The two photos show unit before and after the Tech left. It does not show the bucket.

  

  Business Response

  Date: 07/11/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home  Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers.  Please refer to ********************'S response letter dated July *******. You will be receiving within 7 to 10 business days.  
  Should you have any additional questions or concerns do not hesitate to contact us. 
    
  
  

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23553227
  
  I am rejecting this response because: This is not a response to anyhting substantive in my complaint. Just a lame excuse to buy more time for an actual response. If FNHW's goal was actually something resembling customer satisfaction, then their agent (Fe;****) would have never left my premises in the state in which it was.

  I await an actual response that addresses my situation.

  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 07/21/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of *******************************************. ******************** operates with the best of intentions and deepest respect for all of our customers. You should receive a response letter dated July 21, 2025 via mail within 7 to 10 business days. Please refer to FNHW's letter before responding.
  Should you have any additional questions or concerns do not hesitate to contact us.  

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23553227
  
  I am rejecting this response because: This response is no different from the first "response" from FNHW, i.e. no response. This is indicative of FNHW lack of concern for customer satisfaction. They obviously view customers solely as a source of income with no concern for their property.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:07/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fidelity home warranty provided a contract stating if we pay a $95 fee, they will send a provider to our home to rekey the locks and they will pay the provider directly. We put in a claim and fidelity home warranty says they do not have a provider in our area. They suggested we find one on our own and they may or may not reimburse us. They will not pay the provider directly as promised. We have already bought the policy and also they allowed us to pay the $95 fee for the service and then came back and said they dont actually have someone.

  

  Business Response

  Date: 07/11/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home  arranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers.  Please refer to ********************'S response letter dated July *******. You will be receiving within 7 to 10 business days.  
  Should you have any additional questions or concerns do not hesitate to contact us. 
    
  
  
  
  
  

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the beginning of this month June 2025, dont remember the exact day, we called requesting for our garage door to get fix, since it stopped working, couldnt open automatically, we have to open it with our hands; the request was placed, we paid $100 right away and a technician was scheduled for June 14th.When the technician came over he just looked at the garage motor and took pictures, he didnt even try to open the door or anything, just said that it was the motor and left, it took him around 5 minutes.Then we called the next day to ask when the technician was coming back to fix it?the agent over the phone told my husband ******** ******* that it wasnt covered by the insurance, that the door may have to replace, that it will cover only the motor, so my husband said then replace it, at this point the agent was very rude and hang up the phone at him.Until now no one has contacted ***** husband tried to fix the garage himself and was able to do after a week of waiting.This is our 3th service request to to the company and so far they worse service.We want our $100 back, since they were not able to do anything.Thank you!***** ****

  

  Business Response

  Date: 07/07/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers.  Please refer to ********************'S response letter dated July 3, 2025. You will be receiving within 7 to 10 business days. 
  Should you have any additional questions or concerns do not hesitate to contact us. 

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Fidelity National Home Warranty,I am writing to file a formal complaint and request full reimbursement for a sewer line repair I was forced to pay for out-of-pocket due to your companys mishandling of my claim despite being fully covered under a Contract at the time the issue was reported. This happened 4/12/21 I filed a legitimate claim while my warranty was active and paid the required service fee. You sent a contractor to inspect the issue, but they never submitted a report back to you. I followed up multiple times, and nothing was resolved. Months later, I was told by a Fidelity representative that you could no longer assist me because my contract had expired even though the claim, inspection, and service fee all occurred while my coverage was still in effect.Let me be clear: this failure was entirely on your side, not mine. I upheld every part of my responsibility including prompt reporting and payment. It was your vendors failure to follow through and your companys failure to ensure the claim was processed. I was left without support and forced to cover a significant sewer line repair myself that should have been covered under the policy I paid for. Unfortunately, I am just now bringing this up years later because it was just brought to my attention that this is considered these civil violations: breach of contract. deceptive business practice, and negligent handling of a claim.I am requesting full reimbursement for that repair. If I do not receive a satisfactory response within 10 business days, I will escalate this matter by filing formal complaints with the Washington State Attorney General, and additional consumer protection agencies.I have tried to email you guys but the emails I found keep coming back as an error to my email.

  

  Business Response

  Date: 07/07/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers.  Please refer to ********************'S response letter dated July 7, 2025. You will be receiving within 7 to 10 business days. 
  Should you have any additional questions or concerns do not hesitate to contact us. 
     

• Initial Complaint

  Date:06/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Through Fidelity Home Warranty service they had me cut into the ceiling to gain access the ceiling when it was not necessary to detect a leak coming from the shower valve. I am requesting they fix the shower valve leak causing water damage to the ceiling area below and also repair the ceiling opening they requested to visualize a leak that wasn't necessary.

  

  Business Response

  Date: 07/02/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers.  Please refer to ********************'S response letter dated July 2, 2025. You will be receiving within 7 to 10 business days. 
  Should you have any additional questions or concerns do not hesitate to contact us. 

• Initial Complaint

  Date:06/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Using home warranty company to fix our broken washing machine (within policy) paid their requested flat fee and requested service on June first. They sent someone over a week later who stated at most a week for the necessary parts for the repairs. The warranty company has ordered the wrong parts over a week ago. I received an email stating our order is on hold. The warranty we continue to maintain states they will fix the appliance or replace it. We havent had a washer in weeks. *** requested a coat analysis for how much the prices cost and labor cost but they wont share that information.

  

  Business Response

  Date: 07/01/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers.  Please refer to ********************'S response letter dated July 1, 2025. You will be receiving within 7 to 10 business days. 
  Should you have any additional questions or concerns do not hesitate to contact us

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ] Re: SWO #******* - Appliance,Refrigeraon On 6/9/25 I opened a service repair request for my Fridgerator that had failed and was told it would take 10 days until the 19th to get Burtons appliance repair to show up.Although the tech repaired a part that got the fridge cooling, it is now not working correctly, called burtons again and was told it needs a thermostat that is special order and they will be back on July 1st to replace it.This will be 22 days without a fridge that is not working correctly. My wife's insulin has to be stored in the fridge and cannot freeze which has created a serious issue.I need the Fridge repair completed or replaced immediately. What if the part they suspect is causing the problem does not fix it? How many more days will I have to wait ?

  

  Business Response

  Date: 07/01/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers.  Please refer to ********************'S response letter dated July 1, 2025. You will be receiving within 7 to 10 business days. 
  Should you have any additional questions or concerns do not hesitate to contact us. 

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty policy through Fidelity National Home Warranty (Policy #BT5996). When I filed a claim recently, the experience was unacceptable and frankly *************** wife was initially misquoted on what the policy would cover. When I followed up to clarify, a manager called me and scolded me over the phone, making me feel like I was being accused of lying. Shortly after, I began receiving aggressive calls, texts, and emails from various locksmiths for a "rekey" appointment I never wanted or requested. Some locksmiths even scheduled appointments without my consent, causing fear that unknown individuals might show up at my house uninvited.Due to this experience, I have been too afraid to submit further claims. Im requesting a pro-rated refund for the unused portion of my policy and formal acknowledgment of the mishandling of my claim and the unprofessional behavior of their staff.

  

  Business Response

  Date: 06/30/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers.  Please refer to ********************'S response letter dated June 30, 2025. You will be receiving within 7 to 10 business days. 
  Should you have any additional questions or concerns do not hesitate to contact us. 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23514950
  
  I am rejecting this response because: it is incomplete. The business has said it will follow up in 7-10 days. I will await this response before I accept their response. 
  

  

  Business Response

  Date: 07/08/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers.  Please refer to ********************'S response letter dated July 8, 2025. You will be receiving within 7 to 10 business days. 
  Should you have any additional questions or concerns do not hesitate to contact us. 
     

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23514950
  
  I am rejecting this response because: you reference a letter that I have not yet received. I will await your letter before I accept your response. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/16/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of our ********************.
  ******************** operates with the best of intentions and deepest respect for all of our customers.
  Please refer to the ********************* letter dated July  16, 2025 before responding. 
  Should you have any additional questions or concerns do not hesitate to contact us.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23514950
  
  I am rejecting this response because: I am awaiting your response to my email. Your last letter to me requested that I submit this email. Due to your egregious treatment of me and my wife, I expect the cancellation to be backdated to the beginning of the contract. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The service gets worse every year. My garage door opener needed two repair visits at $95 each and the contractor only wants to sell me two doors and two new openers instead of making a repair or a replacement. I said I don't want the same contractor in *******, ***** and they tell me repeatedly they will send the same guy who hasn't fixed it. Now they want me to get a written email from another contractor who says it is fixable and why. Really. All at my expense. I could have bought a new opener system already for $225. The contractor they keep sending Jun 2, 2025 and June 20, *************************************************** out, so they called him to take false info that my door, which is not covered, is the problem. For real!!! ****. It feels like scammers working together.

  

  Business Response

  Date: 06/30/2025

  Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers.  Please refer to ********************'S response letter dated June 30, 2025. You will be receiving within 7 to 10 business days. 
  Should you have any additional questions or concerns do not hesitate to contact us.