ComplaintsforFidelity National Home Warranty

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Initial Complaint
07/02/2024
Complaint Type:
Order 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 put in a claim a month ago as our AC unit has gone out. I have been calling everyday for a month now with no resolution in sight to my claim. They keep telling me they are reaching out to their vendor and that this has been escalated to management. When I called back and spoke to a rep they advised this hasnt been escalated. I am at the point where I dont believe anything Im told and they are not processing the claim for a contract that is paid for. It has been almost 100 everyday outside and we have no resolution in sight for our air conditioning to be replaced. I am unsure why this business exists if they are unwilling to help when we have an open claim.
Business response
07/11/2024
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 11,2024. 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
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.
June 28,2024 FNHW I called and advised FNHW and my AC wasn't working they sent a company out who said my system was dirty. Which it is not and they took freon out. The unit is over 12 years old and has no warranty but they keep trying to repair my system instead of replace. Now I get a email advising no service until system is cleaned I have pictures and I shouldn't be going thru this this years of BS from FNHW. I shouldn't have to keep getting a 12 year old HAVAC system repaired and on top of that it freezes up at 74 DEGREES
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
07/12/2024

Complaint: 21932029

I am rejecting this response because:
We still don't have AC in our Home they causing another pain an suffering all this heat and we paid them for a service that they have not provided. IT BEEN 26 DAYS AN NOTHING HAS BEEN RESOLVED. I KEEP REACHING OUT AND THE REP ********************* UP AND DID NOT ATTEMPT TO REACH BACK OUT AND TRY RESOLVE THIS ISSUE. I EXPLAINED THE ISSUE WITH THE VENDOR THEY KEEP SENDING OUT **** AIRE AC HEATING ,FIDELITY KEEP SENDING THIS SAME VENDOR WITH NO CONCERNS ABOUT THERE ACTION .
Sincerely,

*********************************
Business response
07/22/2024
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 ********************'S response letter dated July 22,2024. 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
06/29/2024
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.
To whom it may concern:I am requesting that Fidelity National Home Warranty (FNHW) refund $100.00 for Work Order #*******. I submitted a service request for coverage for the ceiling fan in ******************************************************************************** on 5/28/2024. *************************** Electric was dispatched multiple times, and they have been extremely difficult to deal with.*************************** Electric did not show up to the property after they were originally dispatch. *************************** Electric claimed that they did. I contacted FNHW on 6/11/2024 to make them aware of the issue with *************************** Electric. I requested that FNHW dispatch a new contractor, but FNHW did not approve my request. Instead, FNHW dispatch *************************** Electric for a second time.FNHW left a voicemail on 6/21/2024 informing me that my home warranty claim was denied. No additional details were provided. I contacted FNHW on 6/22/2024 to further discuss the matter. I was informed by FNHW that *************************** Electric determined that the ceiling fan was damaged due to abuse.I requested that FNHW refund $100.00 on 6/22/2024 because FNHWs actions were in breach of contract. Per contract #BF3250 All parts and components that affect operation are covered. I expected for FNHW to authorize a replacement ceiling fan to be installed per our contract agreement.I explained to FNHW that the fan fell from the ceiling while in operation. Furthermore, the ceiling fan was in working condition after FNHWs 30 day wait period.FNHW told me that they would contact *************************** Electric and get back with me in a few days. I agreed to give them 2 days for them to their due diligence by contacting ***************************. I also requested that a supervisor contact me. I was never contacted by a supervisor.I called FNHW on 6/28/2024. FNHW refused to acknowledge that the ceiling fan was covered under the terms and conditions of our contract. Instead, they simply referred to the report from ***** *****************
Business response
07/03/2024
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 ********************'S response letter dated July 3, 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
07/03/2024

Complaint: 21921369

I am rejecting this response because: I have not received FNHW'S response letter dated July 3, 2024. As a result, I am not able to determine if their response is accepted withing the BBB's 5 day response window.

Sincerely,

*************************
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: 21921369

I am rejecting this response because: FNHW is trying to confuse the issue. I submitted WO#******* on 5/28/2024 because the ceiling fan fell from the ceiling during normal operation. I have given FNHW multiple opportunities to investigate the issue. Unfortunately, they have failed to do so after I've contacted them on the phone and in writing. Instead, FNHW continues to solely rely on a false claim abuse claim from their contractor. FNHW has not provided any additional evidence to substantiate their contractors abuse claim in the letter that they sent on 7/3/2024. Furthermore, I was in compliance with the Limits of Liability that FNHW included in their letter because all of the parts for the ceiling fan were available (i.e. there were no missing parts) when their contractor arrived for the service request. See attached.
At this time, I am requesting that FNHW refund the $100.00 service fee plus the cost incurred for having the ceiling fan replaced by Holy Touch Handyman on 7/12/2024. Please remit payment in the amount of $330.00 to *************************.
Sincerely,

*************************
Initial Complaint
06/27/2024
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 filed a claim for appliance repair with fidelity home warranty. I also sent my home inspection report which proves that the appliances were working fine at the time of purchase. However, since the appliance is not working, and it is due to an UNKNOWN preexisting condition. So, as per the contract, they should be replacing the applicance for me, but they are declining it. please help
Business response
07/01/2024
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 1, 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
07/02/2024

Complaint: 21913237

I am rejecting this response because a proper explanation on why the home inspection report was not taken into evidence when it clearly says "unknown" preexisting condition proven by the normal home inspection report. Hence, the appliance need to be repaired or replaced by the home warranty company.
Business response
07/03/2024
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 ********************'S response letter dated July 3, 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
07/09/2024

Complaint: 21913237

I am rejecting this response because I would like to wait until the issue is fully resolved. It will take a few weeks and i would like to keep this complaint open until then,

Sincerely,

*******************************************
Initial Complaint
06/27/2024
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.
Our swamp cooler stopped blowing cold air. We filed a claim and paid $95 After messing up the schedule, the repair company finally came out 6 days later. They said: * You need a new pump. We'll see if we have one. If not, we'll need to buy one pending approval from Fidelity Home Warranty. * Also, your float was off so I fixed that for you. A few days later, I haven't heard from them. I called asking what the next steps were because it's 97 degrees out, and we don't have a swamp cooler. They scream that they don't have their computer in front of them to check, and they have to get approval from Fidelity to buy the part. They keep saying they can't pull up my information, but tell me they'll call me when their computer is up to verify. I ask, "Do you have my number? I mean, you can't seem to use your computer." They say, "Well, yeah, I have your number right here." They never called me back. Three days later, I got a call from Fidelity stating that the repair shop had fixed my swamp cooler and closed the claim. Our swamp cooler is not fixed. I called Fidelity's customer service, and they told me that the repair shop said that I had a faulty float and that they had fixed it. Case closed. I told them that my swamp cooler was not fixed and that the repair shop said the pump was broken. Fidelity told me they only go by the repair shop's assessment and word. They will not go by my word that I am still without cool air when it's 95 degrees outside. They said I could open back up the claim and send the same scammers back out to evaluate. They told me that sending them out again to check the float is free of charge. They "guarantee the work for 30 days." However, if there's another problem, they'll have to charge me another $95 service fee. Since the float was never the problem in the first place, we'll have to pay another $95 fee and wait another 2 weeks before we have air conditioning. I asked to speak with the manager, who said the same thing.
Business response
07/05/2024
Please be advised The Company is looking into the matter and will provide you with a coverage determination as 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
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a home warranty with FNHW and our AC went out when it was 107 degrees outside. I called in the service and since we live in ****** it was considered an emergency. No action was taken the 1st night or 2nd day morning. I received a call Sunday afternoon from their office saying they had no vendors in my area and I needed to find a vendor for repairs. I was emailed a list of what the vendor needed to do for me to get reimbursed which they followed. My vendor was to call them for approval which they did except their office was closed and I would have to wait again for them to open and approve the repair. Again it was 107 and we have no been without AC for 3 days. I authorized the repair and submitted all the paper work stating we tried to call them but had all the details they asked for. I was called today saying manager denied my claim because they were not called. They were not open to be called, if this is a requirement then they should need to staff the line 24x7 for emergency repairs. My complaint is not only did they not take immediate action on my issue, they made me try to find a vendor that would follow their policies and now because they were closed when the vendor showed up I had to choose between another 100-degree night in the house with my kids or risk paying out of pocket to get it fixed. There is no good reason my claim should have been denied, I sent in all paperwork and found a vendor that was willing to deal with their requirements. This was an emergency backed by the law and they failed to honor their warranty. All I am asking for is that they reimburse me for the repairs completed at the rate I had to pay. It is not my fault they sold me a warranty in a market they have little to no coverage in.
Business response
07/03/2024
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 ********************'S response letter dated July 3, 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
07/05/2024

Complaint: 21907260

I am rejecting this response because: The BBB allows me 5 days to reject or accept your response, your response is going to take 7-10 days to receive. I am not sure why it takes so long for you to see your practices and policies need to be re-examined to be fair for your customers. This in my opinion is a very simple case and example 1. You don't have a provider where I live. 2. You forced me to find someone local to do the work with promise of reimbursement. 3. You sent me a long list of required information that took me trying 5 different companies before finding one that was willing to work with you. 4. I followed everything you asked including having the vendor try to call into your care center but it was closed. 5. You reject my claim because your approval office was closed, if you are going to make this a requirement then your call center should have someone on standby for approvals 24x7 so good people don't have to go get hotel rooms or sit in a 100 + degree house. And now I get to my final and favorite point to make - It cost me over $300 to get my AC working again, when speaking to your customer service team I was told the approved cost for this type of repair is only $150 and if my claim was approved that is all I could hope to get. So let me make sure I understand this, you failed to secure a vendor where I live and made me find my own. You being a large company dealing with thousands of vendors and having the ability to negotiate bulk rates expected me a homeowner to find my own vendor at the same rate you would pay without telling me before the repair what that cost even is.
You claim to be on the customers' side and that your product will protect my investment however your policies and actions don't come close to living up to your advertisement. In ****** there is a law that makes a homes HVAC failure to be considered an emergency repair. If I had followed your policy it would have been down for 3 + days not for parts or some other legitimate reason but because you demand a phone call before service is done and were not there to take that call.
For the sake of your customers I urge you to review your policies and staff according to your demands.

Sincerely,

***********************
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
07/18/2024
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
06/21/2024
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.
We have a home warranty contract with Fidelity National Home Warranty (Contract X61722).Our ** stopped working, and this is covered by our warranty. We submitted a request on June 13, 2024 (8 days ago). Our ** has not been fixed, and we do not have an ETA.* On Mon, 6/17 the ** company told us they could finish the work by Thursday if they are allowed to order the part.* On Wed, 6/19 Fidelity insisted that they wanted to order the part. They said they would that day.* On Thu, 6/20 Fidelity said they had not yet ordered the part but they would that day.* On Fri, 6/21 Fidelity said they still had not ordered the part. They said the ** company could order the part. However, when the ** company called they said they could not.At this time we have no ETA on when we will have **, and it is very hot in *****. We pay Fidelity a lot of money to not be in this situation. Please help us get this resolved. Thank you.
Business response
06/26/2024
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 ********************'S response letter dated June 26, 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
06/21/2024
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 live in ********* and we are experiencing unseasonably hot weather as high as 112 degrees. On 6/11, our airconditioner stopped working and I called in a service request. Fidelity sent A & R **************** to the house on June 13th. After inspecting, they needed a part and scheduled a follow-up appointment to fix the unit on June 14th. On June 14th, A & R **************** (******************************) said they could not fix the A/C because a part needed to be replaced and they needed authoriziation. Since then, Fidelity and A& R have not been able to process a cost breakdown for the work. As such, Fidelity will not authorize the work. Fidelity claims this is outside their control, but this is their vendor and they do control them. We have been 10 days without airconditioning in a state where landlords are required to fix within 48 hours. If I move forward to fix myself, I lose the insurance coverage.
Business response
07/02/2024
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.
Initial Complaint
06/20/2024
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.
Writing to express dissatisfaction with the service provided under a home warranty (Contract # AZ3033) that came with home purchase. We're facing issues with the air conditioning unit during the warranty period.Upon filing a claim (Work Order #*******) with $85 on 06/05/2024, the assigned company failed to provide service. The technicians claimed that we were not home during their first visit when in fact we were present. On rescheduling, they diagnosed that the A/C unit required a new evaporator coil and a compressor unit.Subsequent events have been extremely distressing for us. We were asked for unsubstantiated copayment of over $950. After we agreed, the parts were shipped and an installation was scheduled for 6/20/2024. To our surprise, the technicians claimed that the part does not fit and we need to replace the perfectly fine air handling-unit and the furnace, costing an additional $4500 to $6000.In addition, the technician dismantled equipment and left the property in that state. The replacement A/C unit was also taken back with them. Despite these issues originating from their own assessment and shipping of parts, the insurance company refused to cover the costs, stating that the parts necessary to fix the unit are not broken.This situation is comparable to someone buying insurance for their whole body, but when their finger breaks, being told the finger can't be fixed because it needs to connect to their hand. The only way to fix it is to replace the hand, which is not covered because it's not broken.This whole series of events has left us without air conditioning for weeks, in spite of having a valid warranty. I would like the insurance company to honor their warranty and fix the A/C as promised. It is not unreasonable to expect a warranty to cover a breakdown, especially when the required parts are not functioning due to their own technical mistakes.I look forward to your urgent attention to this matter. Thank you for your assistance.
Business response
06/27/2024
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 June 27, 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
06/17/2024
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 is trying to double charge me for service call to my home that previously paid for over the phone, I have made several attempts to resolve this issue, I was told that a supervisor would call me later that day, it has been a week and no call, text or voicemail. I called today 06/17/2024 and spoke with miss ***** again told me that a supervisor will call me, so I asked ***** for the corporation phone number she stated that she doesn't know the number to the corporate office. They charged me ***** dollar again and suspended my warranty that is paid for in advance for one year, and that bill me by mail, I pay in advance over the phone for the last 5 years, before the service provider comes out to my home. I need assistance, and I am a senior citizen. Thank you for your time.
Business response
06/26/2024
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 ********************'S response letter dated June 26, 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.

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