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:05/07/2025

  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 May 1st I reported an emergency issue at my house when my sewage backed up. I immediately paid the copay of ************************************************************** network to do the repairs. I waited an entire 24 hours without working sewage for FNHW to find an appropriate contractor. They never did. At this point they let me know I should seek an out of network contractor and they would reimburse me. I got one to come to my house on Saturday the 3rd. They refused to tell me at any point how much they would be willing to reimburse at any point during this process despite having to jump through many hoops in order to get approved including interrupting the contractor working and making him pause so I could call them after he had diagnosed the issue. The contractor charged me 385 dollars. FNHW let me know today they would reimburse me 125 dollars. 125 dollars minus my 90 dollar trade call service fee means Ive been reimbursed a total of 35 dollars. I would have never chosen an out of network provider for them had I known FNHW uses this as a sly excuse to not pay me. The trade call service fee is supposed to pay for them to find me a contractor. Instead due to my faith in FNHW paying me back for a legitimate emergency, Ive been financially harmed.

  

  Business Response

  Date: 05/12/2025

  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 May *******. 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: 05/13/2025

   
  Complaint: 23301146
  
  I am rejecting this response because:
  Ive seen no real resolution. I have been contacted and offered back my 90 dollar deposit and I appreciate that effort but I still had to put out a great deal of effort to get reimbursed to what has amounted to a little less than 1/3 of the total cost. Im under the belief still that FNHW has unethical business policy and so I dont accept a response that says well be sending you a response. 
  Sincerely,

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

  

  Business Response

  Date: 05/13/2025

  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 May *******. 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: 05/13/2025

   
  Complaint: 23301146
  
  I am rejecting this response because:
  This is a boilerplate response that solves nothing. 
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:05/05/2025

  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.

  Misrepresentation of Coverage and Alteration of Technician Report I filed a warranty claim with Fidelity National Home Warranty (Contract #: AC8362) for a failed air conditioning compressor, which is explicitly covered in my plan.A licensed HVAC technician inspected the unit and diagnosed a compressor failure a mechanical issue due to wear and tear. However, an unqualified adjuster, who was not present at the property and is not a technician, overruled the report and added speculation that the failure was due to "dog urine" with no supporting evidence.This adjuster then used their altered version of the report to deny the claim, despite the fact that this cause was not mentioned by the professional who inspected the unit. Fidelity has refused to provide me with the original diagnostic report, violating my right to transparency and proof of denial basis.I consider this a case of misrepresentation of coverage, bad faith denial, and an attempt to mislead me out of a rightful claim.I have filed a formal complaint with the **********************************, and I am seeking resolution before taking further public and legal steps.I request Fidelity:Reopen the claim based on the original technicians diagnosis Provide the original unaltered report Cover the compressor failure per contract terms

  

  Business Response

  Date: 05/06/2025

  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 May 6, 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: 05/07/2025

   
  Complaint: 23287598
  
  I am rejecting this response because nothing has been done to solve the problem.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/08/2025

  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 May 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. 

• Initial Complaint

  Date:05/03/2025

  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.

  They deny every claim. They have their own technicians who are programmed to not find a problem. **************** is in ***** so the communication is very difficult since we don't understand each other.

  

  Business Response

  Date: 05/08/2025

  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 May 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. 

• Initial Complaint

  Date:04/29/2025

  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.

  They never give tracking numbers to prove they've sent the checks for refunds and reimbursements. It took them 3 months just to reimburse me $150. Now I was supposed to get -rounded up to whole numbers- $463 refund for canceling on April 1st and repeatedly told them to send a check because my bank will reject it if they try to resend back on my old card I used.
  I canceled because FNHW takes too long to reimburse and FNHW charges way too much. I emailed them and on the phone told them to send me a check. I check in by email and phone every other day asking where is the check for 3 weeks.
  3 weeks later they tell me my bank rejected it. That's why I repeatedly told them to send it by check multiple times same days I requested cancelation by both email and on the phone!!!! Now FNHW tells me they sent my check by mail, but as usual, they never give me a tracking number and over 6 business days later absolutely NO sign of any check. I just want my money in a timely manner and proof they send me the money but of course they never do.

  

  Business Response

  Date: 05/01/2025

  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 May 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. 
     

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23264214
  
  I am rejecting this response because:
  

  Felt I was treated? I am giving facts about what took place. I'm not stating my feelings. 

  I'm supposed to wait another 7-10 business days?!?! 

  I need my $463 now. Is the letter my check??? I want my money ASAP not some letter.

  Sincerely,
  
  Corryna *******

  

  Business Response

  Date: 05/02/2025

  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 May 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. 

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23264214
  
  I am rejecting this response because:
  

  They just copied and pasted their last response...FNHW is proving how much they do NOT care about their customers.

  Please give me a tracking number for my Check. I want my $463 by ***** two day shipping or with a tracking number. It should have been here by now.

  Sincerely,
  Corryna *******

• Initial Complaint

  Date:04/29/2025

  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.

  We have had an issue with a defective washing machine for months and Fidelity National Home Warranty has refused to acknowledge that it is a problem and will not cover the cost to repair the problem. The crux of the problem is this: The glass in the lid of the washer fell out, we can put it back in the frame, but it's a danger to anyone operating the machine (who opens the lid, obviously). Because the glass isn't attached and just sits in the frame, there are often droplets of water dripping down the washing machine after each cycle, which isn't sustainable.Their response was refusal to acknowledge that there was even a problem with the washing machine. Basically, their argument is that the washing machine doesn't need a functioning lid to be "functioning" and that the home warranty isn't obligated to fix it. Two different appliance repair companies have looked at it and told us (and them) that the machine SHOULD NOT BE OPERATED in it's current condition. While we admire FNHW for their creative interpretation of their contract in an attempt to avoid responsibility under the insurance contract we purchased from them, this argument of theirs is embarrassing on its face (and a bit ridiculous).

  

  Business Response

  Date: 05/06/2025

  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 May 6, 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:04/25/2025

  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.

  After submitting a claim for a backed up kitchen sink/garbage disposal, a service vendor was dispatched by Fidelity. My tenant reported they were there for a very short time and the sink no longer had water so they assumed the issue was resolved. After returning from a weekend away, the sink immediately began backing up again, the same vendor was dispatched and the 2nd ********** took time to take apart the garbage disposal, the issue seemed to be resolved and sink has had no problems since. I was charged for two service visits, despite the fact that the issue was with the same garbage disposal in the same sink and in the SAME WEEK. The sink was not used between the **********s visits. Yet Fidelity is saying that the two visits were unrelated issues, that the vendor reported the work done was two separate problems. I was transferred several times, spoke with a number of different people and the report I was being told mysteriously kept changing until finally I was told that the original claim was denied because there was too much food in the drain and so the vendor did not clear it because it was considered abuse and not from normal use. It's a garbage disposal. Should my tenants have put food on the other side of the sink, down the regular drain?? After 10+ years of being a loyal Fidelity customer, this is just one too many times of having a difficult claim and now ultimately being double charged, I am not going to renew my contract with them. If they don't believe the fault is with themselves, then their practice needs to include better vetting of their service providers.

  

  Business Response

  Date: 04/29/2025

  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 April 29, 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: 04/30/2025

   
  Complaint: 23252247
  
  I am rejecting this response because: their response of sending a letter to be received in 7-10 business days is conveniently outside of the BBB's window of accepting/closing out the case.  Given their track record, it is likely another reflect and deny strategy that provides no value.  

  My experience is not a lone or random bad experience.  Reading through reviews posted online, there is a clear pattern of FNHW doing their most to make the claims process difficult to customers, deny claims, change their position on promised reminbursements and loyal customers end up paying a lot of money for unresolved issues, out of pocket to replace appliances/fix problems to say nothing of the lost time spent on all the aspects of dealing with FNHW.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/02/2025

  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 May 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:04/25/2025

  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.

  On 09/05/2024 myself and my wife **** ******* bought a house here in **************** that came with a home warranty with fidelity national home warranty that cost around $1200. On 03/24/2025 we began having issues with our ac unit not operating correctly and blowing hot air into the house. As of today 04/24/2025 fidelity has sent a technician t our house approximately 6 times to try and fix the unit and as of today it still isnt functioning properly and is blowing hot air into our house. This is the 3rd time between now and 03/24/2025 that the ac into was fixed and within 24 hours it was no longer functioning properly. I have spoken with the technician that they send out who works for (SNG AIR) and he explained to me that the warranty company requires a virtual inspection of the ac unit so that they can determine if the unit needs replaced or not, at one point he had me stand next to him as he was on the phone with the warranty company and they explained to him (the technician) that as long as the unit is working properly directly after he fixed it that they would not authorize a replacement. The technician from (*******) has replaced the fan on the unit twice now, and has tried adjusting it multiple times and the unit still fails after a couple of hours. I explained this to the warranty company as did the technician with no avail. It has now been 1 month since the issue started and I am still without A/C, this is completely unacceptable as I have a pregnant wife and 2 children under the age of 4 years old who reside in my house. I have called and complained to the company multiple times and still dont have a resolution.

  

  Business Response

  Date: 05/05/2025

  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 May 5, 2025 before responding. 
  Should you have any additional questions or concerns do not hesitate to contact us.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23251469
  
  I am rejecting this response because: Simply saying Im sorry doesnt actually fix the issue I am having, this is yet another example that reinforces my original complaint about the fact that your company is just giving me the run around instead of holding up your end of the contract and fixing or replacing my ac unit. MY AC UNIT STILL ISNT WORKING. We are coming up on 45 days without a working ac unit. Your response stated to refer to a letter dated may 5th, I havent received a letter. Your response states to reach out with any other concerns without having a legitimate phone number or email to reach out to. Its clear the safety and comfort of your customers is the least of your concerns as a business and it goes to show how greedy the company is for money. 
  
  Sincerely,
  
  Blade *******

  

  Business Response

  Date: 05/14/2025

  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 May *******. 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: 05/16/2025

   
  Complaint: 23251469
  
  I am rejecting this response because: The company sent me a copy of my contract, thats the only action they have taken to resolve my issue. The contract specifically states that they will take every action to fix or replace the unit. Its been 2 months and my ac still isnt fixed.
  
  Sincerely,
  
  Blade *******

• Initial Complaint

  Date:04/23/2025

  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.

  We purchased a home and used this warranty company. Our ac and furnace both went out. We filed a claim to have them fix the issues, they sent someone out and said they werent covering it. We got a second opinion from service champions and said the furnace had a crack and so did the condenser and that they should be covered under warranty. We updated fidelity national home warranty and they refuse to pay for both units and are denying our claim, even though we have proof we proof we are in need of replacement units.

  

  Business Response

  Date: 05/01/2025

  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.

• Initial Complaint

  Date:04/21/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Called Hone warranty requesting work to be done for a plumbing issue. I paid the co pay of 90 dollars. They send out a company of their choice to do the work. Plumber came and left did not complete work or turn in proper paperwork to home warranty . I. Called home warranty several times and nothing has been completed.

  

  Business Response

  Date: 04/24/2025

  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 April 24, 2025. You will be receiving within 7 to 10 business days. 
  Should you have any additional questions or concerns do not hesitate to contact 

  Customer Answer

  Date: 04/25/2025

  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,
  
  ***** Perdido

• Initial Complaint

  Date:04/18/2025

  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.

  I hold a FNHW home warranty which covers appliances. 2 months ago my microwave broke down, and I opened up a claim (+$90 service charge) with FNHW for a resolution. FNHW assigned an appliance repair company called "A GO APPLIANCE REPAIR, ***** to repair the microwave. The repair company is extremely incompetent and unprofessional. They have come to our house 4 times now, replacing one part after the other, only to find out that the new part doesn't fix the problem. They say that they will continue to replace one thing after another in a trial-and-error basis. On top of it, they have missed a couple of appointments altogether without any notification.I have asked FNHW several times to switch the repair company or just replace the microwave. They have denied to do either, and have not been helpful at all. It has been 2 months since my microwave is broken, and despite having the home warranty I am suffering everyday with a dysfunctional kitchen. I urge FNHW to just get the job done by either assigning another repair company to fix the problem urgently or just get the microwave replaced.

  

  Business Response

  Date: 04/23/2025

  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 April 28, 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.