ComplaintsforFidelity National Home Warranty

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Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have paid $2,900 for an extended warranty thinking it was going to be like the website stated "giving you the "Ultimate Peace of Mind" protection." This has been nothing but opposite of peace, what does exactly this warranty do? NOTHING. They keep giving me the run around, I have a *** and there has been many settlements with it. The warranty is telling me one thing and telling my dealership another thing. They claim they need to know where the oil is going so they want my dealership to do an ENTIRE breakdown of my car which I have to pay upfront and my warranty wont even cover it and its not even a guarantee they'll pay for my engine. I already paid for a top engine cleaning which *** said it should fix the problem but it didn't. I dont know what to do because I love my car and I cant keep affording it when i though my warranty would at least help take care of it.
Business response
04/11/2024
Fidelity National Home Warranty (FNHW) is unable to respond to this consumer complaint as we are unable to locate which contract this is for.
Please advise with either a contract number, service work order number or a property address.
Thank you.
Customer response
04/11/2024
Better Business Bureau:

I'm so sorry I meant for this to go to the Auto Warranty not the Home

Sincerely,

*************************
Initial Complaint
03/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been trying to contact the business for several weeks regarding my account. I made one installment on 2-7-2024. I don't know if there is another installment due. The phone numbers on the renewal invoice either ring and then cut off or offer selections but again drop off. I am wondering if this company is still in business. Fidelity National Home Warranty contract # AU6407 ************** **************** ************** Thank you
Business response
04/03/2024
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 FNHW'S response letter dated APRIL 3, 2024. You will be recieving within 7 to 10 busness days.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Complaint
03/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I contacted our home warranty, Fidelity National, on Thursday, March 14, *************************************************** our house. For some reason, the customer service agent filed it under "plumbing leak." Nonetheless, they said a technician would contact me shortly. A week later, no one had contacted me. I called Fidelity and told them no one had contacted me to service the plumbing. So, they contacted a new technician, who scheduled repair with me. The technician arrived and said he did not have the correct equipment (cameras) to diagnose our pipes and would call Fidelity to have them transfer the job to a different plumbing company that had the correct equipment. Fidelity then closed the claim, saying that the technician declared there was no leak. That was a complete lie. The technician did not say there was no leak; he simply reported that he could not diagnose the problem properly due to not having adequate equipment. I called Fidelity and was literally given a robot of a human who kept repeating there was nothing they could do for us. And he said I could file a new claim, which would cost me another $90. So, I paid $90 for a technician to do nothing, and now Fidelity wanted me to pay another $90 for a new technician? How is this customer service? How is this now complete robbery of my money? I would like a FULL refund on my repair request ($90). And I have cancelled my contract with Fidelity, due to how bad customer service is. Not a single person there offered to help me resolve my problem. All they wanted was my money and to recite something off a teleprompter.
Business response
04/03/2024
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 FNHW'S response letter dated APRIL 3, 2024. You will be recieving within 7 to 10 busness days.
Should you have any additional questions or concerns do not hesitate to contact us.
Customer response
04/04/2024

Complaint: 21486579

I am rejecting this response because: I have not received my refund for both the $90 I spent for the service call that was completely inadequate, nor have I received a refund for cancelling my contract. Will be contacting my lawyers.

Sincerely,

*************************
Business response
04/10/2024
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 FNHW'S response letter dated APRIL 10, 2024. You will be recieving within 7 to 10 busness days.
Should you have any additional questions or concerns do not hesitate to contact us.

Customer response
04/10/2024

Complaint: 21486579

I am rejecting this response because: once again, you are providing an automated response with no human interaction or problem solving. Be human. Respond from a place of leadership, compassion, kindness, and customer service. I do not accept your automated response, because it has provided nothing for me. I did not receive my refund for cancelling my contract. And I have not received a refund for the $90 service fee I incurred as a result of getting a plumber whom you cancelled. So how have you helped, exactly? Your company will be hearing from my attorneys. Under the ********** Consumer Legal Remedies Act, your company is committing fraud, and as such, I am protected. Perhaps you should review the ****** so that you do not incur further lawsuits and complaints.

Sincerely,

*************************
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
**** claim is regarding unethical business practices on behalf of home Fidelity national warranty and ****************, their vendor period
Business response
04/03/2024
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 FNHW'S response letter dated APRIL 3, 2024. You will be recieving within 7 to 10 busness days.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Complaint
03/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company *****, please do not do any business with then. They have the worst contractors and they will not approve any claims. I had a plumbing stoppage bathroom toilet and my laundry area they sent after I paid $85 and did not clear the stoppage *** said he tried to snake the main line but he could not get it to go all the way down so he would have to get them to approve letting him use a camera to see why. The next day I called fidelity and they said they would not cover repairs because the contractor said that there was wet wipes in the line, which I do not use and that is considered a foreign object WHAT not only do I not use wet wipes but it is a stoppage and the contractor never said anything about the day before, why do you need a camra to see what is in there if you know what is in there they lied, thereof course they would not approve it. I ended up snaking my own toilet and it worked and I had to call a real plumber out to take care of the main line. Paid fidelity $85 for nothing they did not fix the problem and could not even tell me what was wrong with it. They just scamed me. By the way I asked to see pics of what he said was there they did not have any
Business response
03/28/2024
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 FNHW'S response letter dated MARCH 28, 2024. You will be recieving within 7 to 10 busness days.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Complaint
03/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 3/6/24, my ac fan was blowing smoke into the house and the fire **** was dispatched. They found that there was insulation coming off my ac unit housing and getting into the fan motor. That same day, I placed a service call to my home warranty company, Fidelity National Home Warranty.On 3/13/24, a service technician came out and found the same issue and recommended a complete replacement of the unit or at least a replacement of the fan motor, but without the insulation being addressed, the same issue would occur. He made this recommendation to the warranty company.On 3/15/24, I was notified that the service requested would not be honored because the warranty doesn't cover insulation of ductwork (this is not ductwork) and that it's routine maintenance (it is not). Later that day a supervisor followed up with me and gave another reason and recommended that the HVAC technician look at the ductwork.On 3/18/24, the tech called and said it is not the duct work and made the same recommendation to the warranty company. Later that day they called with the same excuse. They are dishonoring my contract and are not offering any remediation. They can either replace the unit, or remove the insulation and install a new fan motor, or refund my last year renewal fee and the service call charge of about $700.
Business response
03/26/2024
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 FNHW'S response letter dated MARCH 26, 2024. You will be recieving within 7 to 10 busness days.
Should you have any additional questions or concerns do not hesitate to contact us.
Customer response
03/27/2024

Complaint: 21450514

I am rejecting this response because:
While FNHW states that their response is in the mail, I cannot respond that I am satisfied or not until I read the letter that is coming. Additionally, while they state that they treat their customers with respect, the managers that I spoke with were **** and continued to throw any excuse at me, and when I countered their excuse with the language in the contract, they (especially the second manager I was talking with) became even shorter. I am looking forward to having this issue settled and hopefully the letter they mailed will give me faith that they are a business that honors their commitment. Please keep this issue open until I have had an opportunity to read their written response.

Sincerely,

*********************
Initial Complaint
03/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Fidelity National Home Warranty has dispatched different vendors at my address,on at least 4 different occasions, to try to fix my Refrigerator not cooling effectively since July 25, 2023. Between each dispatch, and poor repair, I had to throw away tons of dairy products and other food items. My family is facing lot of trouble due to this.We have to run to store to get the milk and vegetables on daily basis, since they cannot last more than 2 days due to low and inefficient cooling. Last repair I spent $450 dollars out of pocket because Fidelity told me they cannot cover the parts.Now they are telling me to contact the vendor and schedule appointment and they cannot do anything.We are helpless.This Refrigerator needs to be replaced with a different brand immediately.FIDELITY REPLACE MY REFRIGERATOR ASAP
Business response
03/29/2024
Please be advised Fidelity National Home Warranty is looking into the matter and will provide you with a coverage determination a soon as possible once we complete the investigation. Should you have any questions regarding the above, please do not hesitate to contact us.
Thank you for your patience.

Customer response
04/02/2024

Complaint: 21447124

I am rejecting this response because I need the refrigerator unit replaced as soon as possible. This is very frustrating.
Sincerely,

*******************
Business response
04/05/2024
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 FNHW'S response letter dated APRIL 5, 2024. You will be recieving within 7 to 10 busness days.
Should you have any additional questions or concerns do not hesitate to contact us.

Customer response
04/09/2024

Complaint: 21447124

I am rejecting this response because: I need a resolution. The letter Fidelity sent states they are still looking into the matter. I need the unit replaced ASAP

Sincerely,

*******************
Initial Complaint
03/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
3-12-24 Claim to repair or replace pool heater denied after recommendation by FNHW contractor to replace heater. Heater clearly covered and only has experienced normal wear and tear as evidenced by 27 years of use using same configuration. FNHW made abitrary declination without merit claiming the pool equipment lacked a backflow valve. 27 years of usage proves. configuation has been adequate. This is after 14 years of accepting my premiums and having worked on pool equipment and heater in the past under warranty. See uploaded file for policy and more information.
Business response
03/22/2024
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 FNHW'S response letter dated MARCH 22, 2024. You will be recieving within 7 to 10 busness days.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Complaint
03/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a customer of ********************. Over a month ago, my garage opener stopped working and I filed an order request with the company. Fidelity assigned a contractor that came out multiple times but could not fix the issue. I called Fidelity multiple times and asked for a different vendor but they refused to help. It has been 40 days and my garage is not fixed. I would like to request Fidelity to fix my garage opener quickly!
Business response
03/19/2024
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 FNHW'S response letter dated MARCH 19, 2024. You will be recieving within 7 to 10 busness days.
Should you have any additional questions or concerns do not hesitate to contact us.

Customer response
03/22/2024

Complaint: 21431102

I am rejecting this response because I have not received the references letter. Also I have been following up with the business over the phone to take care of the garage issue but there has been no result.

I need them to out more effort in resolving my issue.

Sincerely,

***************
Business response
04/01/2024
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 Companys letter dated April 1, 2024 before responding.
Should you have any additional questions or concerns do not hesitate to contact us.
Customer response
04/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************
Initial Complaint
03/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a home warranty policy with Fidelity National Home Warranty (FNHW) on a home we purchased in April of 2023. On Sept 8th I filed a claim for a failing septic system. Septic systems are covered by the terms of the warranty, and I paid an $85.00 deductible. A contractor (plumber) was eventually dispatched, and came to the home to inspect. I showed the contractor that the issue was a failing float-switch, and he no-bid the job because he is only a plumber and does not work with electricity or with septic systems.FNHW then informed me that they had no other contractors in the area and I would need to find my own contractor (septic systems are not uncommon, so finding a qualified contractor shouldnt be difficult). As far as Im concerned, this puts the task back on me as the homeowner rather than on the warranty company and I did not agree to **** down their contractor for them. A couple of months passed, and they offered to close out the claim and refund my $85 deductible. I said that would be fine, but that I would prefer they actually have a contractor perform the repair. Another month went by, and they left me a voice message stating that they would be canceling my claim and refunding my deductible in full. At this point, I was fine with canceling the job and receiving a refund so I did nothing further. Approximately six weeks later (March 12, 2024) I still have not received a refund, so I called to follow up and was told I would not receive a refund because a contractor had originally been dispatched (this is the guy who no-bid the job). So, this is where we stand. FNHW has charged me a deductible for a job they never performed. I still have a faulty float switch and I have to manually pump my septic tank one a week in order to keep the high-water alarm from bothering the neighborhood. They offered me a refund at one point, and then later stated the refund would be coming unequivocally. I would like for them to either make the repair or refund the $85 I paid. I dont care which. But they should not be allowed to keep a deductible for a job they never performed.
Business response
03/29/2024
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 FNHW'S response letter dated MARCH 29, 2024. You will be recieving within 7 to 10 busness days.
Should you have any additional questions or concerns do not hesitate to contact us.
Customer response
04/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that, even though I've yet to receive their referenced correspondence, I was refunded the amount in dispute.

Sincerely,

*****************

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