ComplaintsforFidelity National Home Warranty

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been having issues with our garage door since May so I paid our $90 fee and scheduled a service call through our home warranty in May on 2024. They sent out a person who made some repairs that did not improve our issue.I notified the home warranty that the garage door was still not working properly so I called and asked for the repair person to come out and look at it again. The repair person told us that we need to purchase a WiFi extender for our garage door opener but reported to the home warranty that no failure was found. We should not have to purchase something additional for our opener to work especially when the opener is covered under our contract. The home warranty is now saying we owe them another $90 and has placed our contract on hold since there was no failure. That means we would have paid for our year contract plus $180 for our garage door to still be broken and we will have to call someone out and pay out of pocket for the repair. We havent been able to park in our garage for months and the warranty company maintains there is no failure when there clearly is. It seems to me a shady way to not have to pay for repairs. I have reached out multiple times with no resolution.

  

  Business response

  07/18/2024

  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 ********************'S response letter dated July 18,2024. 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 response

  07/19/2024

   
  Complaint: 21994144
  
  I am rejecting this response because: their response has not changed. I called to see what the letter said since I only have 5 days to respond here and I wont receive the letter for 7-10 days. Im not sure why they are sending letters rather than communicating by email anyways. I was told by the first representative that the letter stated that its our garage door thats the issue and garage doors arent covered. This is the first Ive heard of this and our garage door is newer and not the issue. The door itself is fine. Then I was told the letter said that no failure was found so no action is required which is also not the case. The garage door opener isnt working correctly and Fidelity has it noted that we need to buy additional parts to make it work even though openers are covered under our contract. I would say that means there is a failure if something needs to be changed in order for it to work. I was told my options are to pay a 3rd $90 service fee to have it looked at again or pay on our own to have a second opinion. Either way they are expecting us to pay hundreds of dollars on top of what we have paid for our contract and we still have a broken opener which is ridiculous. It seems this is all just a shady way to keep their customers paying more without ********************** ever having to fix the issue  

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

  

  Business response

  07/23/2024

  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 ********************'S response letter dated July 23, 2024. 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 response

  07/23/2024

   
  Complaint: 21994144
  
  I am rejecting this response because the letter that was mailed is just a bill saying we owe $90 for the service call. The company has made no attempt to resolve the issue. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hot water k*** in our shower head started to leak we called fnhw , told them about it they wanted us to pay 90 dollars ** pay and I did then they sent a phone call for a vendor who said we have to wait for next 4 days and I called many times and emailed FNHW to send someone sooner but no avail and we had to wait without water -13 th of July he showed up and pulled out a part and said he had no part but he had to order and I told him to go to ********** or Lowes and he said doesnt paid well by the , took the part went away, I think and made it worse - FNHW denied our claim based on his report

  

  Business response

  07/19/2024

  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 ********************'S response letter dated July 19,2024. 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

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are extremely dissatisfied and frustrated with Fidelity National Home Warranty. Weve been dealing with a failed air conditioning unit for over two months and we just keep getting the run around. Our ** is a covered item in our contract but FNHW has such a slow and cumbersome claims handling process that as of July ****************************** sight.On May 11, 2024 we called FNHW to say that our ** unit is not blowing cool air. They sent a tech out (*****) who inspected the unit and said it needs to be replaced. FNHW did not replace the unit but sent another tech to take a look. On May 14, **** Climate came out and said the unit has a leak and attempted to fix it. We had a couple of weeks of cool weather but as soon as it got hot out, the ** unit failed again. We called FNHW to report that the issue was not resolved back in May. FNHW sent yet a third contractor out (Eco-Pro) who, after inspecting the unit again said it needs to be replaced. This was July 2. Its been 10 days with 105 degree heat and we still have no resolution. We try calling FNHW to expedite the issue but no one answers the phone. We finally got a call back and were told a new unit was recommended by the authorization manager but that there is some mysterious secondary authorization needed by some kind of expert committee before they can order the unit. This was supposed to take another ***** hours but we have heard nothing. We are at wits end with this run around. Now its Friday and the weekend is approaching so while this issue is stuck in committee we are dying of heat. After approval I am sure they will take their sweet time to actually order the unit, deliver it and have someone install it. This is very unprofessional. I see there are many lawsuits outstanding for FNHW. I believe they purposely slow the claims processing so that frustrated customers will give up and pay out of pocket. To resolve this issue, we ask that our ** unit be replaced today without any further delay.

  

  Business response

  07/18/2024

  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 ********************'S response letter dated July 18,2024. 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 response

  07/18/2024

   
  Complaint: 21981169
  
  I am rejecting this response because: This does not solve anything. A letter in the mail does not cool my house. It is 95 degrees out and expected to get hotter over the next few days. You said the ** unit would be installed early this week but as of this evening on 7/18/24 it is still not here. Now you are saying install will be sometime next week but the date has not been confirmed with the tech.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/23/2024

  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 ********************'S response letter dated July 23, 2024. 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 response

  07/24/2024

   
  Complaint: 21981169
  
  I am rejecting this response because: We still don't have a working ** unit. It was promised for install early last week (7/16) but FNHW sent the unit to the wrong warehouse. The contractor they chose to do the install would not allow us to schedule any work until the ** unit was in the correct location. This added two and a half weeks of delay. Now the install is scheduled for 8/2. I cannot sign off on this until the work is completed. In the meantime it's still incredibly hot outside.

  I also don't appreciate the non-apology in FNHW's letter. "Please accept my apologies for the manner in which you felt you were treated" means they are sorry for how I feel, not sorry for all the actual delays, runaround and cumbersome claims process.  

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

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company refused to replace air conditioner which was needed according to service technician and also needed a new furnace. They wanted to replace just the furnace which never came: They sent a check in leu since no furnace came which didnt cover the amount I had to pay to a reputable air conditioning company for a new air conditioner and furnace which cost thousands. It took 5 weeks to finally get a response and sitting in triple digit hot weather. Next move will be court. I want reimbursement.

  

  Business response

  07/17/2024

  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 ********************'S response letter dated July 17,2024. 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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15, 2024, we submitted a request/opened a claim for our broken Air Conditioning unit with Fidelity National Home Warranty (FNHW). They did not connect us with a technician to come out to examine the unit until June 24, 2024 (9 days, 5 business days). Our technician arrived 06/24 and determined the issues. He called FNHW and over the phone they verbally approved the replacements needed, citing $1000 out of pocket charge for us. The technician submitted the information to FNHW for the official approval process, sourcing and purchasing. It is for a new ** unit and a coil for the furnace in the attic. We received the official approval on Tuesday, July 2nd. We approved the out of pocket cost. We were then told it would take 3 days to order and receive parts, after which the technician could schedule with us. Only July 5th parts were ordered. We called the technician and the coil was out of stock from the provider approved by FNHW. FNHW has to RESTART the sourcing and purchasing process. FNHW finally found another provider on Monday, July 8. We scheduled the technician for Friday, July 12. This morning, Tuesday, July 9th, the technician called to say the second approved provider is out of stock. FNHW has not responded to the need for them to identify a third approved provider. Each day they drag their feet, delays the ** getting fixed and stock of parts dwindles. I am now nearing one month with no ** in eastern *********. We have gone through three heat waves. The inside of my home reaches ***** degrees daily. I have an epileptic 3 year old whose seizures are triggered by over heating and I am 7 months pregnant. I have told FNHW that this is a medical issue for us and they are compromising my daughters safety and health. Nothing has been resolved and they do not take it seriously. I am very upset and concerned and need third party intervention by the BBB to assist us with a resolution from FNHW. I just want them to allow us to live.

  

  Business response

  07/17/2024

  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 ********************* letter dated July 17, 2024 before responding. 
  Should you have any additional questions or concerns do not hesitate to contact us.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been going back and forth on a fridge repair under our warranty. A contracted service provider did 1 repair which did not fix the issues. Due to a water loss the fridge had to be moved to the garage which was done by a professional appliance company through a contractor. The fridge was again not working- Fidelity sent out the same service provider who advised the fridge was now low on Freon - he spent 15 minutes at our house and filled up the Freon and said it was possible the line was damaged during the move but it would be hard to see because the line was underneath. His report advised it was possible the line was damage in the move but again there is 0 proof of this. The immediate jump to conclusion on blaming another party was suspicious. The service provider then reported back to Fidelity the line was damaged due to the move which was not even verified- no photos, no inspection, or any proof. This is all based on a theory. After several calls and speaking with leadership the solve is for us to pay out of pocket for an alternative diagnosis. It seems this company is looking for a way not to pay the claim. We would like our fridge repaired by a different service provider asap.

  

  Business response

  07/12/2024

  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 ********************'S response letter dated July 12,2024. 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 response

  07/18/2024

   
  Complaint: 21960421
  
  I am rejecting this response because:

  I have not received any letter or phone call. There is no resolution at all. 

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

  

  Business response

  07/23/2024

  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 ********************'S response letter dated July 23, 2024. 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 response

  07/23/2024

   
  Complaint: 21960421
  
  I am rejecting this response because:

  A full inspection of the issue was never done. The copy of my report says a possible ********** but the contracted repair person told the warranty company the contractor damaged the Freon lines. There is no proof of this - it is a theory. The fridge was moved by a licensed appliance company-full measures were taken and no signs of damage. Both parties are unethical and looking for  way not to pay for repair. The warranty company is failing to confirm with the repair company they actually observed damages and are not addressing my report saying it is only a possibility. There is 0 evidence of any damage and now Im the one out thousands of dollars while everyone points fingers at each other as Im having a hard time getting anyone to agree to diagnosis and work on a 20 year old fridge.  

  Sincerely,
  

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

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/03/24, the first day of my warranty, I called to place a service order. I had already waited the mandatory 30-day pre-coverage period. When I called, I was asked when the ** last worked, and I replied that it was working that morning. The representative then put me on hold, spoke to her manager, and returned to say they couldn't take the service call on the first day of the warranty. I was told to call the next day, which was a holiday, so I called on the 5th.On the 5th, I was initially told the ** wasnt covered because I had supposedly reported it not working on the 2nd. I clarified that I said it was functioning on the morning of the 3rd and asked them to review the call recording. Then, they claimed I still owed $10 on the contract, which I paid immediately.When I called a third time, I spoke with ******, who promised to review the call recordings with her manager and call me back but never did. On 07/06/24, I spoke to ****. After a long wait, she said service was denied because coverage started on the 4th, not the 3rd. When I asked her to show me this in the contract, she put me on hold and returned to admit it wasnt in the contract. She then said the manager would review it and get back to me on Monday.Throughout these interactions, each representative provided a different reason for not placing the service call. Fidelity's inconsistency and delays put my elderly parents at risk. I believe this is not an isolated incident and request a thorough investigation into their practices.

  

  Business response

  07/15/2024

  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 ********************'S response letter dated July 15,2024. 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

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid an $85 service fee to Fidelity National Home Warranty hoping they could repair my broken refrigerator. After providing them with the make and model *** LFXS24623, made in 2015), they assured me it was covered and sent a local specialist for inspection. However, they later found that the refrigerator has a known defect, refused to repair it, and rejected my request for a refund.We bought a house and moved in November 2023, which came with a 1-year home warranty from Fidelity National Home Warranty.On May 23, 2024, we noticed our ** refrigerators ice maker began defrosting. That same weekend, the food in the freezer started to defrost, and the temperatures in both the freezer and fridge increased. We called Fidelity on May 28, to check if our refrigerator was covered.During the call, I described the issue and the refrigerator information to an agent who confirmed that our fridge was covered. I paid the $85 service fee, and Fidelity had a local appliance company contact me. The appliance company conducted an inspection on May 29 and said they needed Fidelitys approval to obtain a part for the repair.On May 31, I received a call from Fidelity, stating that our fridge had been involved in a lawsuit a few years ago and, due to its known defect, they would not cover the repair. They instructed us to contact ** directly. On June 3, I requested a refund of the $85 service fee, but Fidelity rejected my request. The case was then closed, and we bought a new refrigerator ourselves.Fidelity should have informed us about the known defect and their refusal to cover the repair as soon as they discovered it. Instead, time was wasted, and we missed the best opportunity to get a new refrigerator to save most of our food. Additionally, we lost the $85 service fee. The entire process was frustrating and unsatisfactory.

  

  Business response

  07/16/2024

  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 ********************'S response letter dated July 16,2024. 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 response

  07/16/2024

   
  Complaint: 21943501
  
  I am rejecting this response because: FNHW knew the make and model of my refrigerator in the first place and told me it was under the coverage of their home warranty. I was told that they will send someone to repair and thats why I paid the $85 service fee. Turned out FNHW discovered that my refrigerator had a lawsuit therefore, they rejected the repair and then closed the case, they even rejected to refund. I feel like I paid the money for this company to discover their own mistake due to their lack of knowledge and got nothing back. This is totally unacceptable.

  I dont need their apologies, all I need is to be refunded.

  
  Sincerely,
  
  ****-*******************

  

  Business response

  07/23/2024

  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 July 23, 2024. 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 response

  07/24/2024

   
  Complaint: 21943501
  
  I am rejecting this response because: I want to express my deep disappointment with the recent rejection of my refund request. As a loyal customer, I feel compelled to highlight the considerable responsibility I have been unfairly made to bear in this situation.
  
  From the outset, FNHW was fully aware of the make and model of my kitchen refrigerator. Despite this, a local technician was dispatched for an inspection. While I am grateful for the assistance provided, it is disheartening to feel that I am now being held accountable for not thoroughly understanding our contract or for not researching whether the refrigerator's failure was due to any of the numerous exclusions listed, such as fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, riots, war, acts of terror, vandalism, animals or pets, power failure, surge or overload, soil movement, structural changes, design deficiency, manufacturer's recall or defect, inadequate capacity, land subsidence, noise, slope failure, or cosmetic defect an extensive list requiring knowledge in various professional fields.
  
  What concerns me most is the apparent lack of responsibility on FNHWs part. If your customer service team was aware of my refrigerator's make and model, why was a technician dispatched without ensuring that the issue fell within the covered reasons? This oversight suggests a troubling lack of familiarity with the contract terms.
  
  I find it unacceptable that, after realizing this mistake, FNHW expects me, the customer, to bear all the costs and responsibilities. This includes the service fee, which I believe should be refunded given the circumstances. It is unreasonable to shift the entire burden onto me when the error originated from your end.
  
  I respectfully request that FNHW reconsider my refund request. I trust that, as a company committed to customer satisfaction, you will recognize the fairness in addressing this issue appropriately and provide the refund I am due.
  
  Thank you for your understanding and prompt attention to this matter.
  
  Sincerely,
  
  ****-*******************

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with Fidelity around a month ago. Initially the process seemed convenient and streamlined. An electrician was sent out to look at the issue with no power in kitchen and adjacent outlets. They couldnt figure out the problem and said it wasnt covered. I contacted the electrical company and told them to come back out and look again. The second visit they figured that there was a bad wire which needed replacement. We were told to provide access so they could make the repair. Access was provided and I called Fidelity who said no additional report was sent by electrician. They requested and received the report.I talked to Fidelity again once they had the report. I was told the claim was denied because it was an overload issue. Id already confirmed with the electrician that there was a possible cross connect between two breakers. That is a wiring problem not an overload. Fidelity chose to not cover the claim on the basis that there was an overload. They refused to share the report from the electrician.I spent 6-8 hours of my time and $85 trying to get Fidelity to fix this issue which is covered by my warranty. The way they try to manipulate contract language is frustrating and a complete waste of my time. Fidelity service is especially disappointing in this case because I got a different electrician to come out and they fixed in 2 hours.I want Fidelity to pay for the bill to fix this as it is reasonably covered under the warranty terms. Im out of pocket on this repair and do not trust this company at all.

  

  Business response

  07/15/2024

  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 ********************'S response letter dated July 15,2024. 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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a house & purchased the home warranty for $365.00. Upon doing my first load of laundry, I found that the dryer would not dry the clothes. The Sensor Dry on the ** machine shows that it should take ***** minutes to dry depending on the size of the load. However, the clothes are still wet after 2.5 hours. This warranty company sent out a repairman, at a cost of $65, who said there was nothing wrong with the machine since it did produce warm air. This is absurd - dryer are supposed to send out enough hot air to dry the clothes in the specified time. When contacting the warranty company to complain, I was told that they would send the same company & same repairman for a 2nd opinion. This is totally ludicrous. When a doctor gives you a *************** want a 2nd opinion, you don't make another appointment with the same doctor so that he can give you the same flawed opinion. The same applies for appliance repairs. If the repairman doesn't know what he is doing, then it is highly unlikely that he will provide a different opinion. It is also human nature to not admit that you are wrong. No documentation was provided by the appliance repair company or the warranty company.The warranty company said that I could pay an additional $65 so that a different repairman could be sent out. THIS SOUNDS LIKE A TOTAL SCAM TO GET ADDITIONAL MONEY!I want a different repairman sent out at no charge or a full refund of the $450 so that I can purchase a home warranty from a reputable company!

  

  Business response

  07/12/2024

  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 ********************'S response letter dated July 12,2024. You will be receiving within 7 to 10 business days.  
  Should you have any additional questions or concerns do not hesitate to contact us. 
    
   

*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. ↩