Complaints

This profile includes complaints for Fidelity Warranty Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fidelity Warranty Services, Inc.

  350 Jim Moran Blvd Deerfield Beach, FL 33442-1700

  
• 

  Fidelity Warranty Services, Inc.

  PO Box 8567 Deerfield Beach, FL 33443

  

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:04/14/2025

  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 submitted a claim to Fidelity Home Warranty because my water heater stopped heating. The technician who inspected it confirmed the water heater is in excellent condition with no wear and tear. Despite this, Fidelity denied my claim, stating the unit had not been properly maintainedwithout providing any evidence to support that claim.This denial is completely unjustified. The water heater has been regularly maintained, and there is no indication of neglect or misuse. Fidelity is using a vague and unsubstantiated reason to avoid covering a legitimate claim, which is unacceptable. I believe this is a bad faith denial intended to avoid paying out on a covered issue.I am requesting that Fidelity reopens and reevaluates my claim based on the actual condition of the water heater and not on an unproven assumption. I would also like a full explanation of the denial in writing, with any documentation they used to justify their *********** extremely disappointed with this experience and hope this complaint prompts Fidelity to honor their warranty agreement.

  

  Business Response

  Date: 04/15/2025

  
  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  April 15, 2025
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:     ***** ******
             Contract No. Unknown
             Your Case No. 23205019
  
  To Whom It May Concern:
  
  Fidelity Warranty Services, Inc. (FWS) is in receipt of the customer complaint which was filed by Ms. ***** ******.  Please note that *** is a company which specializes in after-market products in the automotive industry and does not have any relation to home warranty.  Upon a quick search, it was discovered that there is Fidelity National Home Warranty which is unrelated to FWS.   
  
  We trust that this has answered any questions that you had regarding this matter.  Should you have any additional questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  ***** K. **********
  Sr. Paralegal

  
  

• Initial Complaint

  Date:04/12/2025

  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 3/17/2025 I filed a valid warranty claim for a repair on my 2019 ****** Pathfinder. I am seeking reimbursement for my repair minus the deductible. I called Fidelity on 3/17/2025 to file the claim and was told to start the claim with an email. I sent the email that day. Besides the initial email to file the claim, the first time I emailed for an update ******* replied that there was no update and the next two times he did not reply. When I called Fidelity on 3/17/2025 to initiate the claim I was also told by ******* that they would likely deny the claim because I filed it and not the dealer but to file anyway and "we'll see what happens". I was at the dealership when the service writer attempted to contact Fidelity. He never got a person on the phone and was on indefinite hold. He eventually had to hang up. It appears that Fidelity makes it impossible for the dealership to speak with anyone and they have now ghosted me. I spent $4000 on this warranty and they are not honoring a valid claim.

  

  Business Response

  Date: 04/24/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  April 24, 2025
  
  Better Business Bureau
  ***************************
  **************************
  
  RE:      ***** ******
              Contract No.: P00014190568
              Your File No.:  23195889
  
  To Whom It May Concern:
  
  I am responding to your recent letter regarding the claim filed by Mr. ***** ****** with Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of Mr. ****** claim, and the coverage offered under the above-referenced ************************** Contract.
  
  According to our records, ********* contacted *** on March 14, 2025, reporting a concern with his vehicles air conditioning system.  FWS reviewed the claims process with Mr. ****** and advised him to have the repair facility call to initiate a claim prior to performing any repairs.
  
  On March 17, 2025, *** received a call from Mr. ****** requesting reimbursement for the completed air conditioning repairs on his vehicle.  FWS advised ********* that he could submit his paid repair receipts for review; however, his reimbursement request may be denied because repairs performed without prior authorization by FWS are specifically excluded from coverage, pursuant to the terms of his contract. Please refer to the applicable section of the contract titled, How to Make a Claim, which states:
  
  HOW TO MAKE A CLAIM: WHEN REPAIRS ARE REQUIRED, IF POSSIBLE, RETURN YOUR VEHICLE TO YOUR SELLING DEALER. IF YOU CANNOT RETURN YOUR VEHICLE TO YOUR SELLING DEALER, YOU MUST TELEPHONE FWS AT ************** DURING NORMAL WORKING HOURS TO RECEIVE INSTRUCTIONS. IF YOU DO NOT FOLLOW OUR INSTRUCTIONS, WE ARE NOT OBLIGATED TO REIMBURSE YOU FOR THE COST OF ANY REPAIRS. AUTHORIZATION MUST BE OBTAINED FROM FWS PRIOR TO HAVING YOUR VEHICLE REPAIRED. WE RESERVE THE RIGHT TO INSPECT ANY VEHICLE BEFORE AUTHORIZATION OF ANY REPAIRS. IN ORDER TO MAKE A CLAIM UNDER THIS SERVICE CONTRACT YOU MUST:
  
  1. PROVIDE TEARDOWN AUTHORIZATION WHEN REQUESTED BY ***, SO THAT THE REPAIR FACILITY CAN PROVIDE AN ACCURATE DIAGNOSIS AND ESTIMATE OF REPAIRS.  WE ARE NOT OBLIGATED TO REIMBURSE YOU FOR TEARDOWN COSTS IN THE EVENT THE REPAIRS ARE NOT COVERED UNDER THE PROVISIONS OF THIS SERVICE CONTRACT;
  
  2. IN THE EVENT OF AN EMERGENCY SITUATION THAT OCCURS AND FWS CANNOT BE REACHED, YOU CAN PROCEED WITH REPAIRS, BUT PAYMENT WILL BE IN ACCORDANCE WITH THE OTHER PROVISIONS OF THIS SERVICE CONTRACT;
  
  3. SUBMIT A CLAIM FOR REIMBURSEMENT TO FWS, ALONG WITH ALL REQUIRED DOCUMENTS, WITHIN THIRTY (30) DAYS OF AUTHORIZATION OR REPAIR;
  
  4. RETAIN ALL REPLACED PARTS UNTIL YOUR CLAIM IS SETTLED, AS YOU MAY BE REQUIRED TO SUBMIT THESE PARTS FOR INSPECTION.
  
  FAILURE TO COMPLY WITH THE RESPONSIBILITIES OUTLINED HEREIN MAY RESULT IN THE DENIAL OF YOUR CLAIM. IF YOU HAVE ANY QUESTIONS WHICH CANNOT BE ANSWERED BY YOUR SELLING DEALER, PLEASE CONTACT FWS.
  
  Because Mr. ****** did not obtain authorization from FWS prior to the repairs being made, as required pursuant to the terms of his contract, the claim has been denied. Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  
  ***** K. **********
  Sr.Paralegal
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23195889
  
  I am rejecting this response because:
  

  The dealership who made the repair attempted to contact Fidelity for approval and was unable.  Fidelity makes it impossible for the dealership to contact them thus avoiding claims.  They have totally ghosted me and never responded until I contacted the BBB.  My claim is legitimate and their product is a fraud.  

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

  

  Business Response

  Date: 04/28/2025

  WRITER'S DIRECT LINE:          ************
  WRITER'S DIRECT FAX:           ************
  
  April 28, 2025
  
  Better Business Bureau
  ***************************
  **************************
  
  RE:      ***** ******
              Contract No.: P00014190568
              Your File No.:  23195889
  
  To Whom It May Concern:
  
  I am responding to Mr. ****** rebuttal regarding his claim with Fidelity Warranty Services, Inc. (FWS). 
  
  FWS apologizes for any inconvenience Mr. ****** repair facility may have encountered during the reporting of his claim; however, prior authorization is required under the terms of his contract, as FWS advised Mr. ****** on March 14, 2025.
  
  FWS strives to maintain the highest standards for customer service and FWS takes Mr.****** ******** seriously.  Nonetheless,Mr. ****** failed to obtain prior authorization as required under the terms of his contract, and thus, his claim will remain denied.
  
  Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  
  ***** K. **********
  Sr.Paralegal

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23195889
  
  I am rejecting this response because:
  
  Fidelitys business practice is a scam and predatory.  Search the internet.  There are many more customers like me who have been treated the same way.  I accept the fact I was ripped off by them.  Why would they only respond to me after I contacted them BBB?  No one until then told me my claim was denied. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/04/2025

  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.

  Had a warranty on vehicle that they wilp not cover biggeat issue is ****** **** refuaes to let me speak to a manager and has been rude. Said he does not havw to let me speak and hia answer is final. I was refered by ******

  

  Business Response

  Date: 04/10/2025

  WRITER'S DIRECT LINE: ************ 
  WRITER'S DIRECT FAX:  ************ 
  
  April 10, 2025 
  
  Better Business Bureau 
  *********************************************************;
  ******************************;
  
  RE:  Bj Cribb 
          Complaint ***********  
  
  To Whom It May Concern: 
  
  I am responding to your letter regarding the complaint filed by Mr. ***** against Fidelity Warranty Services, Inc. (FWS).  
  
  Please be advised that *** is unable to locate a contract with Mr. ***** based on the limited information provided. It would greatly assist us if Mr. ***** could forward his contract number, Vehicle Identification Number (VIN), and/or a copy of his retail installment contract from the purchase of this vehicle, so that we are able to locate his contract and address his concerns. 
  
  Please forward the additional information regarding this matter to my attention at the above-listed address or via facsimile. Should you have any questions, please contact me at the telephone number listed above. 
  
  Sincerely, 
  
  ***** *. Beausejour 
  Sr. Paralegal 
  

• Initial Complaint

  Date:03/31/2025

  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 purchased a Platinum extended warranty through Fidelity Warranty Services for my 2017 Kia ******** engine failed, and a repair was authorized under warranty, but the issue was not fixed the car continues to misfire, and the check engine light is back with the same codes (P0301, P0303).The dealership originally recommended replacing the full long block, but Fidelity authorized only a short block replacement. That repair failed. Now the service center is saying a new cylinder head is needed, but Fidelity only offered partial coverage ($1,316) for a repair that costs over $4,500.I also requested an official repair report from Fidelity more than a week ago I called twice, and I have received no response.I am stuck with an undriveable vehicle and no resolution. Fidelity refuses to complete the repair and is avoiding communication. I am requesting full coverage of the needed repair or a settlement resolution.If I continue to be ignored, I will escalate legally.

  

  Business Response

  Date: 04/11/2025

  WRITERS DIRECT LINE: **************
  WRITERS DIRECT FAX: **************
  
  April 11, 2025
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:              Shamsiddin Aslamov
                      Complaint ID No. ********
  
  To Whom It May Concern:
  
  Fidelity Warranty Services, Inc. (FWS) is in receipt of the complaint filed by ********************************* are in the process of reviewing the information provided and will provide you with a complete response to this as soon as possible.
  
  In the meantime, if you have any questions, please do not hesitate to contact me at the telephone number listed above.
  
  Sincerely,
  
  /S
  
  ***** K. **********
  Sr. Paralegal
  

  Customer Answer

  Date: 04/19/2025

   
  Complaint: 23139050
  
  I am rejecting this response because:
  
  Sincerely,
  
  Shamsiddin Aslamov

  

  Business Response

  Date: 04/21/2025

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************
  
  April 21, 2025
  
  Better Business Bureau 
  *********************************************************;
  ******************************;
  
  RE:       Shamsiddin *******-Contract No. P00080547120
               Complaint ID: ******** 
  
  To Whom It May Concern: 
  
  I am responding to your recent letter regarding the claim filed by ********************** with Fidelity Warranty Services, Inc.(FWS) regarding his vehicle service contract. I have carefully reviewed the details of Mr. ******** claim and vehicle service contract coverage.
  
  Mr. ******** service contract contains the following provision, applicable to this dispute:
  
  LIMITS OF LIABILITY: The aggregate total of all benefits paid or payable during the **** of this Service Contract shall not exceed the price YOU paid for YOUR vehicle. If the ******** Official Used Car Guide vehicle valuation is unavailable, not widely recognized, or not commonly used in the geographic area, FWS may use another market retail valuation method
  
  To date, FWS has paid $6,558.79 for claims submitted by Mr. ******* under his service contract:
  
  The value of Mr. ******** vehicle at the time of purchase was $9,225.00.  Based on the provision above, the remaining benefit available to Mr. ******* under his service contract is approximately $2,666.21.  (We note that this amount is approximated because, despite **** request, Mr. ******* has not provided FWS with a copy of the Buyers Order from his vehicle purchase so that the exact price he paid for the vehicle can be determined.  If Mr.******* provides the Buyers Order, FWS is ready to provide the exact amount of benefit remaining available under the service contract.)  Mr. ******** most recent claim for replacement of a cylinder head is expected to exceed the remaining benefit available to him.  
  
  With that background, FWS remains willing to authorize Mr. ******** current claim up to his contracts limits of liability. Mr. ******* will be responsible for all repair costs associated with his claim that exceed this amount.  Should Mr. ******* wish to proceed with his claim, with the understanding that all costs that exceed the Limit of Liability will be his sole responsibility, he should forward the Buyer's Order to FWS.  Once the Limit of Liability is determined, FWS will proceed with the claim.  We trust that this has answered any questions that Mr. ******* had regarding this matter.

  Should he have any additional questions, he may contact the undersigned at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  ***** K. **********
  Sr.Paralegal

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23139050

  To Whom It May Concern,

   

  Thank you for your response regarding my service contract claim. I appreciate the time taken to review the case. However, I must respectfully address several critical issues that remain unresolved and require further clarification.

   

   

  ---

   

  1. Prior Approval Without Buyer's Order

   

  FWS previously authorized a major engine repair (short block replacement) without requiring a Buyer's Order. That approval led to a repair that ultimately failed to resolve the underlying issue. Introducing the Buyer's Order requirement now after authorizing and funding significant repairs raises concerns about fairness, transparency, and consistency.

   

  Moreover, the Buyer's Order figure is a contractual element and should not be retroactively treated as an adjustable assumption.

   

   

  ---

   

  2. Documented Ineffectiveness of Prior Repair

   

  Both the servicing dealership (********** **** and FWS-appointed inspectors confirmed that the original issue engine misfires, low compression, and bucking persisted after the authorized short block repair. The final inspection report documents:

   

  Misfires on all four cylinders

   

  Compression levels significantly below factory specifications

   

  Ongoing engine performance issues

   

   

  This confirms that the initial authorized repair failed to correct the root cause, and therefore the claim remains open and unresolved.

   

   

  ---

   

  3. Dismissal of a More Effective and Lower-Cost Repair Recommendation

   

  Initially, the dealership recommended cylinder head replacement a repair more directly addressing the clogged EGR ports and misfire symptoms. *** declined this proposal in favor of the short block strategy, which ultimately proved less effective and more expensive.

   

  This decision squandered coverage funds while leaving the primary defect uncorrected, despite my full compliance with the claims process.

   

   

  ---

   

  4. Ongoing Validity of the Current Claim

   

  FWS currently estimates that approximately $2,666.21 remains available under the coverage limit. I respectfully remind that the engine defect at issue is the same one that triggered the original claim and remains unresolved. Therefore, this is not a new or unrelated claim but the continuation of the same mechanical failure.

   

  I am willing to proceed under the remaining coverage limit and submit the requested documentation. However, I ask that FWS acknowledge that the situation results from an ineffective authorized repair not from a separate or newly arising defect.

   

   

  ---

   

  5. Contractual Language and **************************************************** contract contains no provision requiring submission of a Buyer's Order to validate or determine the Limit of Liability, nor does it authorize FWS to retroactively modify benefit calculations based on an administrative omission.

   

  Furthermore, under the implied covenant of good faith and fair dealing inherent in all contracts, *** has an obligation to act reasonably and to avoid frustrating the essential purpose of the agreement namely, restoring my vehicle to operable condition.

   

  To deny adequate resolution following an ineffective authorized repair would constitute a breach of these contractual obligations.

   

   

  ---

   

  6. Ongoing Financial Harm to the Consumer

   

  Additionally, I continue to make monthly payments on both my vehicle loan (through *************** and a separate financing agreement for the extended warranty, which was sold to me by *** ********** without any Buyer's Order documentation required at the time of contract issuance.

   

  I am paying approximately $300 per month for a warranty product that has failed to fulfill its purpose while also continuing to pay for a vehicle that remains undrivable due to ineffective repairs authorized and paid for by ****

   

  I raise these points not merely as grievances, but as evidence of ongoing financial harm resulting directly from FWSs decisions.

   

   

  ---

   

  7. Supporting Inspection Evidence

   

  The official inspection report from FWS (April 2025), provided in response to my request, confirms the following:

   

  > *** recommends replacing the cylinder head.

  Failure could be consistent with clogged EGR ports in cylinder head causing misfiring on all 4 cylinders.

  Another dealership replaced the short block in 2021... they did not replace the cylinder head.

   

   

   

  This demonstrates that FWS knowingly approved a short block repair despite documented evidence that the cylinder head remained the likely source of the failure.

   

   

  ---

   

  8. Confirmed Cylinder Head Failure Ignored by FWS

   

  The same inspection report further confirms:

   

  Engine misfires were confirmed on all four cylinders

   

  Trouble codes (P0038, P0133, P016B, P0A0F) indicated combustion issues and failure to start

   

  Compression testing showed ****** psi below factory norms

   

  The technician confirmed that a long block would be a cheaper and more effective solution than a short block paired with a cylinder head assembly

   

   

  This reinforces the fact that *** acted against the technical advice of its own inspector, failed to remedy the defect, and exhausted the contract limit through an ineffective repair.

   

   

  ---

  
  In light of the failed repair strategy, inspector-confirmed technical recommendations that were ignored, and ongoing financial harm caused by **** decisions, I respectfully request the following resolution:
  
  Primary Request:
  
  FWS must fully fund the proper repair to restore my vehicle to operational condition, regardless of the remaining contract limit. This is a necessary corrective action for the previously approved, ineffective repair.
  
  
  Alternative Acceptable Resolution (if full repair is denied):
  
  1. Full refund of all payments made toward the extended warranty contract;
  
  
  2. Cancellation of the remaining financed balance related to the warranty;
  
  
  3. Written release from further obligation under the contract;
  
  
  4. Consideration of reasonable compensation for vehicle downtime and related hardship, including continued payments on a vehicle rendered undrivable.
  
  
  
  I am committed to resolving this matter in good faith but cannot accept that I continue paying for both a warranty and a vehicle that provide me no value or use.
  

  I remain cooperative and willing to resolve this matter transparently and respectfully.

   

  Sincerely,

  Shamsiddin Aslamov

  Email: **************************

• Initial Complaint

  Date:03/28/2025

  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.

  In 2020 I purchased a 2020 ***** 2500 pick up truck.This year I took my truck in for warranty service. I have a front bumper sensor bad.This should have been covered under Fidelity Warranty. They declined to fix this problem due to my truck having a snow plow mounting. They told me that its a commercial ****************************** was void. There was nothing in my contract that says I could not plow snow under this ************************* truck is registered in my name, insurance is in my name. I was screwed out of $1895.00. I have since cancelled this so called warranty. Fidelity should not be able to continue to practice this miss leading business practices

  

  Business Response

  Date: 04/10/2025

  WRITER'S DIRECT LINE:            ************
  WRITER'S DIRECT FAX:             ************
  
  April 10, 2025
  
  Better Business Bureau
  *****************************
  *************************
  
  RE:     **** *********-Contract No.: P00014160950
             Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your letter regarding the recent claim filed by Mr.**** ********* with Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of his claim and vehicle service contract coverage.
  
  Mr. ********* brought his vehicle to a repair facility on January 27, 2025, regarding the following issues: a service park assist message, the tailgate self-opening, and a coolant smell.  The repair facility commenced Mr. ********** claim on January 28, 2025, regarding an issue with the right front parking assist sensor and a tailgate release switch. No failure was found with a coolant smell.  The claim analyst was advised by the repair facility that additional labor would be required since there was a snowplow attached to the front bumper of the vehicle.  The claim was denied since Mr. ********** vehicle had a snowplow attached and was being utilized for light duty commercial use.

  Please refer to the Exclusions From Coverage section of the contract, which states:
  
  This service contract will not pay or reimburse you for:
  
  13. ANY CLAIM IF YOUR VEHICLE IS USED FOR COMMERCIAL DELIVERY/SERVICE/REPAIR OR SNOW REMOVAL (UNLESSYOU HAVE SELECTED THE LIGHT DUTY COMMERCIAL USE COVERAGE ON THIS SERVICE CONTRACT AND YOUR VEHICLE QUALIFIES FOR SUCH COVERAGE);
  
  Because Mr. ********* was using his vehicle for snow removal purposes and did not select the light duty commercial use option shown on page 1 of his contract, his claim will remain denied.
  
  If Mr. ********* has any additional information he would like FWS to consider or has any additional questions, he may contact the undersigned at the telephone number listed above.
  
  Sincerely,
  

  /S

  ***** K. **********
  Sr. Paralegal

• Initial Complaint

  Date:03/27/2025

  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 purchased my car on 2-3-25 from **** *******. I signed a contract at that time through Fidelity Warranty Services **** Contract # P0082296382 Mechanical Failure, #P0082296384 Carefree Windshield and P0082296383 ****************** After reviewing the Warranty I decided to cancel these contracts as allowed per the Service Contract agreement which I have attached. The contract states I can contact *** directly or go back to the dealer. I am canceling the contract before the 60 days which is allowed. when I called a representitive names Schelanda told me I can not cancel directly over the phone and I had to use their Roadready Hub. When I explained the clearly written contract states I can she tranfered me to a voice mail box. When I logged onto ************* I was forced to creat an account. Then in order to cancel it is requiring me to see my selling dealer or a notary. This is not what the Contract is stating I have to do if it has been less than 60 days. I completed the request to cancel without the unauthorized Odometer statement and attached the contract page cancellation agreement. The web site took that but stated it takes 30 days to cancel. Something else that is not in the contract I was given and signed for. it does state any refund would be paid or credited in 30 days. Big difference.

  

  Business Response

  Date: 04/09/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  April 9, 2025
  
  Better Business Bureau
  *****************************
  *************************
  
  RE:      ***** ****
              Contract No. P00082296382,P00082296383, P00082296384
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your email regarding your request to cancel the above-referenced contracts   with Fidelity Warranty Services, Inc. (FWS).
  
  FWS is willing to assist Mr. **** with the cancellation of his ************************** Contract (P00082296382) and **************** Maintenance Plan contract (P00082296383).For us to process the cancellations, please forward us (i) the mileage currently on the vehicle, (ii) a statement from the lienholder indicating that no credit was ever received from the dealership, and (iii) the completed cancellation form which will need to be completed by Mr. **** to process the cancellation. Once this information is received, we will process the cancellation effective on the date in which the cancellation request was made and issue the refund to the lienholder pursuant to the terms of the contract. If the lien has been satisfied or there is no lien, the refund will be issued directly to Mr. ******************* note that the ********************************************** Warranty (Contract No. P00082296384) which was purchased by Mr. **** is non-cancellable. Please refer to the section of the Limited Warranty entitled Cancellation, which provides:
  
  CANCELLATION. This Warranty is non-cancellable.
  
  Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  

  /s

  ***** K. **********
  Sr.Paralegal

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair 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.

  In August of 2020, I purchased a new 2020 Chevrolet Silverado at Ourisman Chevrolet of *********. I purchased the extended powertrain warranty there, which is serviced by Fidelity. On March 10, 2025, I dropped the truck off at ******** Chevrolet for engine and transmission trouble. It was found that major work needed to be done on both. ******** contacted me the next day and said they needed a full teardown authorization from me, because Fidelity wanted to send someone to inspect the truck themselves. That Thursday they came and inspected the truck. I called Fidelity the next morning and was told that the repairs were "expensive" and I needed to provide them with oil change maintenance history for the life of the truck, or my claim would be denied. I gathered all of the receipts i could from various places I went to and submitted them on March 21, 2025, along with a hand written log of all of the oil changes that were done since I purchased the truck. Today, March 26, 2025, I was notified from my service advisor that they weren't going to honor my contract if I can't produce the last 3 receipts from the oil that I purchased. In the meantime, I have been paying out of pocket for a rental, which should also be covered. They are trying everything they can to not have to pay for these repairs. I purchased an extended warranty so I wouldn't have to worry about this kind of stuff, but they are really making things difficult. I want my truck fixed, and my money back from this rental that I have to pay for.

  

  Business Response

  Date: 04/04/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  April 4, 2025
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:      ****** ******-Contract No. P00015297048
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your letter regarding the recent claim filed by Mr. ****** ****** with Fidelity Warranty Services,Inc. (FWS). I have carefully reviewed the details of the claim and ****************** contract.
  
  On March 10, 2025, Mr. ****** presented his vehicle to a repair facility with the following issues: an illuminated check engine light, engine noise and vibration, hard shift/slip from the transmission at low speed, and a trailer brake warning light. The repair facility also inquired about a rental vehicle for Mr. ****** since his vehicle had not yet been diagnosed.The claim analyst advised that rental was only eligible for authorized claims and inspection delays.
  
  On March 11, 2025, the repair facility initiated Mr. ******* claim regarding the camshaft, lifters, and upper seal. *** informed the repair facility that an inspection would be required to verify the failure of the vehicle, pursuant to the terms of ******************* contract.
  
  On March 13, 2025, an inspection was performed on the vehicle. The inspection revealed that cylinder number four and the intake hydraulic roller lifter were scored and worn, and the corresponding camshaft lobe was also damaged.
  
  On March 14, 2025, Mr. ****** contacted *** regarding the vehicle. The claims analyst advised that the inspection report had been received, but that certain failures had not yet been verified. The claims analyst advised the customer that, pursuant to the terms of the service contract, the vehicles maintenance records would be required before a final decision could be made. *** also requested that the dealership contact us to discuss the claim details.
  
  On March 24, 2025, *** provided the repair facility with an email address to which they could   submit the required maintenance records for Mr. ******* vehicle. Later that day, *** received maintenance records for service provided at ****** miles, ****** miles, and ****** miles, as well as handwritten documents for service provided at ****** miles, ****** miles, ****** miles and ****** miles. However, multiple maintenance records were still missing.
  
  On March 26, 2025, the repair facility was informed that there were missing maintenance records for Mr. ******* vehicle. However,they indicated that they did not have any additional maintenance records. The repair facility was advised that the claim would be closed until the requested maintenance documents were submitted.
  
  On April 3, 2025, *** received the additional requested maintenance records for Mr. ******* vehicle. Thus, *** authorized Mr. ******* claim in the amount of $8,940.14, which included $2,689.09 for parts, $6,189.70 for labor, $161.35 for taxes, less Mr. ******* $100.00 deductible.
  
  We trust that this matter was resolved to Mr.******* satisfaction as FWS values him as a customer. Should Mr. ****** have any additional questions, he should feel free to contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  ***** K. **********
  Sr. Paralegal

  Customer Answer

  Date: 04/04/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ******* plan July 29, 2024 when I purchased my 2019 camaro from carmax with 3498 miles on the vehicle. The engine failed at ****** miles. ****** repair facility could not get to vehicle until 4/2025. So I had to use an approved repair pal facility. On inspection the facility confirmed that one of the bearings failed, there is a significant amount of metal in the oil pan/ filter due to the failure. They sent out an adjuster who agreed with the repair facility that the engine needs to be replaced. Now Fidelity wants the engine torn down and is delaying the necessary replacement. I just want Fidelity to approve the warranty repair so I can get my car back on the road where it belongs.

  

  Business Response

  Date: 04/09/2025

  WRITER'S DIRECT LINE:        ?************
  WRITER'S DIRECT FAX:         ************
  
  April 9, 2025
  
  Better Business Bureau 
  *********************************************************;
  ******************************;
  
  RE:     ******* *******-Contract No. P00080408214
             Complaint ID: ********  
  
  To Whom It May Concern:
  
  I am responding to your recent letter regarding the complaint filed by Mr. ******* ******* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and vehicle service contract coverage.
  
  On March 11, 2025, Mr. ******* vehicle was towed to a repair facility with complaints of the  following issues: the vehicle running rough while driving, stalling and failure to start, and a chirping noise. The repair facility initiated a claim with *** to replace the engine due to a possible internal bearing failure.  *** informed the repair facility that an inspection of the vehicle would be required, pursuant to the terms of the contract, in order to determine the cause of failure.
  
  On March 12, 2025, an inspection was performed on Mr. ******* vehicle. The inspection revealed that the engine was seized, and metal debris was found in the oil filter. However, no diagnostic codes were stored, and there were no signs of abuse or external oil leaks.
  
  On March 26, 2025, Mr. ******* contacted *** regarding the status of his claim. He was informed that additional diagnostics were needed to determine the cause of the engine failure in his vehicle and FWS requested that the repair facility contact FWS directly for further discussion. Mr. ******* contacted *** again on March 31, 2025, regarding the status of the claim. *** informed Mr. ******* that they had not yet heard back from the repair facility to discuss the next steps.
  
  However,please note that in order to proceed with the claim, Mr. ******* will need to provide teardown authorization, so that the repair facility can provide an accurate diagnosis of the cause of failure, given that the inspection performed did not identify the cause of failure. Please refer to the section of the contract titled, Your Responsibilities which states:
  
  If you experience a Breakdown, you agree to:
  
  1) Use all reasonable means to protect Your Vehicle from further damage.
  2)Notify the Administrator as soon as possible.
  3)Authorize the Repair Facility to perform necessary diagnostic work and provide teardown authorization so that the Repair Facility can provide an accurate diagnosis and estimate of repairs. IMPORTANT: WE WILL N OT PAY FOR DIAGNOSIS CHARGES FOR REPAIRS NOT COVERED UNDER THIS SERVICE CONTRACT.
  
  To date, FWS has been unable to reach the repair facility to discuss the required teardown authorization from Mr. ********  *** asks that Mr. ******* have the repair facility contact ******************* Administrative Specialist for FWS, at ************** to discuss the claim.
  
  We trust that this has answered any questions that Mr. ******* had regarding this matter. Should Mr. ******* have any additional questions, he may contact the undersigned at the telephone number listed above.
  
  Sincerely,

  /S
  
  ***** K. **********
  Sr. Paralegal

  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23119628
  
  I am rejecting this response because:
  
  Fidelity did not make adequate effort with communication about anything holding up the repair process. 
  

  Though it was difficult, I was able to get the repair process moving and repairs are making progress. This process was made unnecessarily difficult by Fidelity.

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

• Initial Complaint

  Date:03/25/2025

  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.

  I purchased this extended warranty when I purchased my 2019 ***** CR-V. I have not had any reason in the 5 or so years to use the warranty for any repairs. In the past 2 months the front windshield wipers have not been working past the Intermediate function. When it rains heavy here in *******, I can not use the CR-V. I just recently found time to bring it into ****** ***** here in ************ to be repaired. I knew it would take more that one day to repair. When I went to pick up the car, I was informed that Fidelity Warranty would not cover the repair. They said it was cosmetic and the casing that had to be repaired was called "TRIM". I man not sure how a casing that would repair the wiper arm since this is what was causing the wipers not to function properly. I spoke to several people in the **************** area and they all reviewed my contract with the response " YOU ARE COVERED" Now that I had ****** make all the necessary repairs, now I find out that Fidelity will not cover a needed part to allow me to use my CR-V in any weather. I also spoke to ***** who is a LEAD in the company and he would not back down from the word/repair "TRIM". I still have four & half years remaining on my contract. This is a maintenance contract and I have the feeling that their interpretation of Maintenance and mine have to be very different.

  

  Business Response

  Date: 04/10/2025

  WRITER'S DIRECT LINE:   ************
  WRITER'S DIRECT FAX:    ************
  
  April 10, 2025
  
  Better Business Bureau 
  *********************************************************;
  ******************************;
  
  RE:     ******* *******-Contract No.: P00009963424
             Complaint ID: ********
  
  To Whom It May Concern:
  

   I am responding to your letter regarding the recent claim filed by *** ******* with Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of            his claim and vehicle service contract coverage.
  
  On March 24, 2025, *** ******* took his vehicle to the dealership due to the windshield washer not functioning and a loose steering wheel cover.  *** ******* was informed by *** that diagnostic charges are eligible only for covered repairs.  The FWS claim analyst reviewed the contract with the customer and advised that the steering column wiper motor controls and wiper motor are eligible for coverage under the terms of the contract.
  
  Later that day, a repair facility initiated a claim with *** to replace the windshield washer pump and the steering column covers in *** ******** vehicle. *** authorized the claim for the windshield washer pump but informed the repair facility that the steering column covers are considered a trim piece, which is specifically excluded from coverage under the terms of the contract.
  
  Please refer to the section of the contract titled Exclusions From Coverage which states:
  
  THIS SERVICE CONTRACT WILL NOT PAY OR REIMBURSE YOU FOR:
  
  15.  UNDER PLATINUM COVERAGE, ANY OF THE FOLLOWING PARTS: BRAKE LININGS, BRAKE DRUMS AND ROTORS, DISC BR.AKE PADS, STANDARD MANUAL TRANSMISSION CLUTCH FRICTION DISC, PRESSURE PLATE, PILOT BEARING, THROW-OUT BEARING AND ARM, AIRBAGS, SOLAR POWERED DEVICES, GLASS, LENSES, SEALED BEAMS, BODY PARTS AND/OR PANELS, WEATHER STRIPPING, TRIM. MOLDINGS,
  
  The claim for the steering column covers will remain denied as such parts serve no mechanical function and are trim pieces which are specifically excluded under the terms of the contract.
  
  Should ********** have any additional information he would like us to consider or any further questions, he may contact the undersigned at telephone number listed above.
  
  Sincerely,
  

  /s
  
  ***** K.**********
  Sr. Paralegal
  

  
  

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23115720
  
  I am rejecting this response because: The steering wheel column that was causing the windshield wipers to not work at 100% of its capacity. The column that had to be replaced had a defect and would not allow the wipers to function fully. This column had to be replaced in order for the wipers to perform at capacity. This part was not a cosmetic or trim replacement as stated by ***. There is a casing that had to be replaced in order for the 2019 ***** CR-V to perform at 100%. At this point FWS based on the contract that I purchased from them back in 2019, should honor the product that they sold to me from ******************. If I had accepted this half function reason that I brought the CR-V to be repaired, I could have place myself and my family in danger. This contract that was sold to me in 2019 with a 10 year warranty was a fully Maintenance agreement that for any reason " Maintenance should be repaired to 100% to allow the safety of the vehicle." At this point *** has not complied with their end of the contract. I will continue to take this complaint to the next level so that other claims that meet the agreement are accepted. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/25/2025

  WRITER'S DIRECT LINE:   ************
  WRITER'S DIRECT FAX:    ************
  
  April 25, 2025
  
  Better Business Bureau 
  *********************************************************;
  ******************************;
  
  RE:     ******* *******-Contract No.: P00009963424
             Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to Mr. ******** rebuttal regarding his claim with Fidelity Warranty Services, Inc. (FWS).
  
  As stated in our previous response,the steering column covers requested by the repair facility for replacement in Mr. ******** vehicle serve no mechanical function.  Steering column covers are trim pieces, as clearly denoted on the repair order provided by Mr. ******** in which the repair facility documented the diagnosis of and necessary repair to Mr. ******** vehicle as found upper and lower trim around steering column warped.replaced both trim pieces. 
  
  Pursuant to the terms and conditions of Mr. ******** contract, trim pieces are specifically excluded from coverage pursuant to the terms of Mr. ******** contract, and thus, his claim will remain denied.
  
  Should you have any questions, please feel free to contact the me at telephone number listed above.
  
  Sincerely,
  
  ***** K.**********
  Sr. Paralegal

• Initial Complaint

  Date:03/24/2025

  Type:Order 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.

  My 2017 ****** Sentra has a broken transmission. My warranty with this company states it is for 7 years or ******* miles..... neither has been hit yet. They are refusing to pay for my transmission and saying that they will only pay for repairs up to the purchase price of the car. The company said there is only $4261.21 in repairs they will still pay for. I uploaded the contract and it does not state at all nowhere does it state it they only pay repairs until you hit the purchase price of the car! NOWHERE! I want my transmission fixed and they will be paying for the transmission and the labor. Just that only nothing else. You can read for yourself it does not say purchase price at all. I have attached a copy of the SIGNED CONTRACT THAT I HAVE SIGNED! IT CLEARLY STATES 7 YEARS OR ******* MILES! The car in question has a little over ****** miles on it. They are in breach of their contract 100% that I paid $3933.32 for this warranty and need to pay for the repair to our transmission and the labor for it! The total for the transmission and labor will be just under $6,000 total I asked my service advisor about it. That is the total that she gave me. There is only one solution and it is THEY PAY TO FIX THE TRANSMISSION THE WHOLE AMOUNT ACCORDING TO THE CONTRACT I PAID AND SIGNED FOR!

  

  Business Response

  Date: 04/04/2025

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************
  
  
  April 4, 2025
  
  Better Business Bureau
  *****************************
  *************************
  
  RE:      ******* **********, Jr.
              Contract No. P00016070266
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your recent letter regarding the complaint filed by Mr. ********** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. *********** claim and contract coverage including the section of the contract titled Limits of Liability, which states:
  
  LIMITS OF LIABILITY: For any one repair visit, all benefits paid or payable shall not exceed the ******** Official Used Car Guide retail value of YOUR vehicle at the instant prior to the most recent loss. The aggregate total of all benefits paid or payable during the **** of this Service Contract shall not exceed the price YOU paid for YOUR vehicle. If the ******** Official Used Car Guide vehicle valuation is unavailable, not widely recognized, or not commonly used in the geographic area, FWS may use another market retail valuation method...
  
  On March 20, 2025, a claim was reported to FWS, regarding Mr. *********** vehicle experiencing the following issues: no acceleration, hard shifting, and vibration. The repair facility determined that the transmission needed to be replaced. The claim analyst advised the repair facility that *** would need the buyers order to verify the purchase price of the vehicle, due to the restrictions set forth in the Limits of Liability section of the contract. The claim analyst advised that *** would be scheduling an inspection to determine the cause of the problem.
  
  On March 21, 2025, an inspection was performed on the vehicle. The inspector indicated that there was a slow response from the vehicle when accelerating. In addition, a code was present, which confirmed that the air conditioning control was shutting off or glitching at the time. The claim analyst again requested the buyers order before a decision could be made regarding whether the claim was eligible for coverage under the contract due to the Limits of Liability section.
  
  During the processing of the claim, it was determined that Mr. ********** was close to reaching the Limits of Liability as defined under the service contract. As outlined above, the Limits of Liability clause states that aggregate total of all benefits paid or payable during the term of the service contract shall not exceed the price paid for the vehicle.
  
  On March 24, 2025, ************* was notified again that a copy of the buyers order would be required to determine eligibility of the repair pursuant to the terms of the contract.
  
  On March 24, 2025, ************** wife also contacted *** regarding the vehicle claim. She was also advised that *** would need the buyers order relating to the vehicle, for FWS to determine the applicable Limits of Liability of the contract. On March *******, Mr. ********** was provided a sample copy of his contract. Once *** receives the buyers order, *** will be able to make a final decision regarding the status of Mr. *********** claim under the terms of the contract. We ask that Mr. ********** please forward the buyers order directly to me as soon as possible.
  
  We trust this letter has answered any questions that Mr. ********** has regarding this matter. Should he have any additional questions, he may contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  ***** K. **********
  Sr.Paralegal

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23109963
  
  I am rejecting this response because:I looked at the contract that I signed and there is NO LIMIT OF LIABILITY OF WHAT I SIGNED! IF ****** WAS SUPPOSED TO PROVIDE ME WITH SOMETHING ELSE THAT SHOWED THAT THEY DID NOT. THAT IS NOT MY PROBLEM IS IT! THAT WOULD BE A NOPE. MY WIFE IS THE ONE WHO WILL BE CALLING! SHE IS THE RUTHLESS ONE!! AS FOR THE BUYERS ORDERS MY WIFE TRIED TO EMAIL THEM TO A SUPERVISOR WHO GAVE A FAKE EMAIL ADDRESS AS IT CAME BACK THREE TIMES WHEN HER SERVICE ADVISOR AT ****** EMAILED IT THANK YOU VERY MUCH!!!! I JUST HAD TO BUY A NEW CAR AS WE HAVE A SPECIAL NEEDS SON WHO HAS MULTIPLE THERAPIES HE HAS TO BE DRIVEN TO ON A WEEKLY BASIS AND I ALREADY SHELLED OUT OVER $1200 FOR A RENTAL AND I WAS NOT PAYING FOR A RENTAL ANYMORE! I JUST PAID $26K FOR A NEW CAR AND NEED THAT ****** FIXED SO I CAN DRIVE IT TO WORK AND LEAVE THE NEW CAR FOR MY WIFE TO TAKE OUR SON TO AND FROM HIS THERAPIES!!! I DONT HAVE ANYMORE EXTRA MONEY TO PAAY THE REPAIRS ON THAT CAR!!!!!!!!!!! ALL I WANT IS THE TRANSMISSION FIXED AND I WILL BE DONE WITH YOUR COMPANY FOR GOOD! I WONT EVEN USE YOUR COMPANY FOR AN EXTENDED WARRANTY ON MY NEW CAR I CAN PROMISE THAT!!! YOU WILL NEVER EVER HEAR FROM ME AGAIN!!!!! I HAVE OTHER BILLS TO PAY LIKE RENT, FOOD, ELECTRIC, HEALTH INSURANCE AND CAN'T PAY FOR A TRANSMISSION AT ALL AFTER TAKING ALL MY SAVINGS TO BUY A NEW CAR!!!!!
  
  Sincerely,
  
  ******* ********** **

  

  Business Response

  Date: 04/07/2025

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************
  
  
  April 4, 2025
  
  Better Business Bureau
  ****************************************************
  *************************
  
  RE:      ******* **********, Jr.
              Contract No. P00016070266
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your recent letter regarding the complaint filed by Mr. ********** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. *********** claim and contract coverage including the section of the contract titled Limits of Liability, which states:
  
  LIMITS OF LIABILITY: For any one repair visit, all benefits paid or payable shall not exceed the ******** Official Used Car Guide retail value of YOUR vehicle at the instant prior to the most recent loss. The aggregate total of all benefits paid or payable during the **** of this Service Contract shall not exceed the price YOU paid for YOUR vehicle. If the ******** Official Used Car Guide vehicle valuation is unavailable, not widely recognized, or not commonly used in the geographic area, FWS may use another market retail valuation method...
  
  On March 20, 2025, a claim was reported to FWS, regarding Mr. *********** vehicle experiencing the following issues: no acceleration, hard shifting, and vibration. The repair facility determined that the transmission needed to be replaced. The claim analyst advised the repair facility that *** would need the buyers order to verify the purchase price of the vehicle, due to the restrictions set forth in the Limits of Liability section of the contract. The claim analyst advised that *** would be scheduling an inspection to determine the cause of the problem.
  
  On March 21, 2025, an inspection was performed on the vehicle. The inspector indicated that there was a slow response from the vehicle when accelerating. In addition, a code was present, which confirmed that the air conditioning control was shutting off or glitching at the time. The claim analyst again requested the buyers order before a decision could be made regarding whether the claim was eligible for coverage under the contract due to the Limits of Liability section.
  
  During the processing of the claim, it was determined that Mr. ********** was close to reaching the Limits of Liability as defined under the service contract. As outlined above, the Limits of Liability clause states that aggregate total of all benefits paid or payable during the term of the service contract shall not exceed the price paid for the vehicle.
  
  On March 24, 2025, Mr. ********** was notified again that a copy of the buyers order would be required to determine eligibility of the repair pursuant to the terms of the contract.
  
  On March 24, 2025, Mr. *********** wife also contacted *** regarding the vehicle claim. She was also advised that *** would need the buyers order relating to the vehicle, for FWS to determine the applicable Limits of Liability of the contract. On March 26, 2025, Mr. ********** was provided a sample copy of his contract. Once *** receives the buyers order, *** will be able to make a final decision regarding the status of Mr. *********** claim under the terms of the contract. We ask that Mr. ********** please forward the buyers order directly to me as soon as possible.
  
  We trust this letter has answered any questions that Mr. ********** has regarding this matter. Should he have any additional questions, he may contact me at the telephone number listed above.
  
  Sincerely,
  
  /S
  
  ***** K. **********
  Sr. Paralegal

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23109963
  
  I am rejecting this response because: I UPLOADED THE BUYERS ORDERS TO THE BBB AND SENT IT TO YALL THROUGH THE BBB ON APRIL 4TH! IF YALL DIDNT GET IT NOT MY PROBLEM! Y'ALL KEEP SAYING YOU DIDNT GET IT ONCE AGAIN LYING TO GET OUT OF PAYING FOR ANYTHING!! I UPLOADED IT!!!!!!!!! WHAT DONT YOU GET OF I SENT IT TO YALL THROUGH THE BBB!!!???? ARE YALL THE FREAKING BLIND PAY FOR THE TRANSMISSION WE DONT HAVE THE MONEY TO PAY FOR IT AS WE HAD TO SPEND 26K ON A NEW CAR SINCE WE HAVE A SPECIAL NEEDS SON WHO HAS MULTIPLE THERAPIES HE NEEDS TO BE DRIVEN TO AND WE ALREADY SPENT OVER $1,200 ON A RENTAL WE COULDN'T KEEP PAYING FOR A RENTAL!  I AM UPLOADING THE ******* BUYERS ORDERS ONE MORE ******* TIME!
  
  Sincerely,
  
  ******* ********** **

  Customer Answer

  Date: 04/08/2025

  I never got another answer from Fidelity Warranty Services from the last message I sent when I uploaded the Buyers Orders for a Second Time through the BBB to them! What is going on!? I am sick and tired of the runaround from them since they wanna keep playing games like they do with every single customer. Their reviews prove how they refuse to pay for repairs and honor their contracts! So why have I not heard anything else from them after rejecting their response a second time!? I guess I will upload the Buyers Orders a Third Time! 

  

  Business Response

  Date: 04/09/2025

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************
  
  April 9, 2025
  
  Better Business Bureau 
  *********************************************************;
  ******************************;
  
  RE:       ******* **********, Jr.-Contract No. P00016070266 
               Complaint ID: ******** 
  
  To Whom It May Concern: 
  
  I am responding to your follow-up letter regarding the claim filed by Mr. ********** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. *********** claim and contract coverage including the section of the contract titled Limits of Liability, which states: 
  
  LIMITS OF LIABILITY: For any one repair visit,all benefits paid or payable shall not exceed the ******** Official Used Car Guide retail value of YOUR vehicle at the instant prior to the most recent loss. The aggregate total of all benefits paid or payable during the **** of this Service Contract shall not exceed the price YOU paid for YOUR vehicle. If the ******** Official Used Car Guide vehicle valuation is unavailable, not widely recognized, or not commonly used in the geographic area, FWS may use another market retail valuation method... 
  
  Based on the language in bold above, the total amount of claims paid to ************* pursuant to his service contract cannot exceed the price Mr. ********** paid for the vehicle. According to the Buyers Order, Mr. ********** paid $12,480.85 for his vehicle. As such, pursuant to the terms of the service contract, the total amount of claims paid under the contract cannot exceed $12,480.85.
  
  Prior to submission of the current claim, *** already paid $9,519.30 in claims made by Mr. ********** under the service contract. As a result of these prior authorized claims, there was a total of $2,961.55 left before the limits of liability specified in the contract were met.
  
  As such, FWS authorized the remaining available amount of $2,961.55 towards the current claim, which is the total amount of benefits left that may be authorized pursuant to the terms of the contract. Based on this current claim, Mr. ********** has now fully reached the Limits of Liability set forth in his contract. *** Is not responsible for any amounts beyond the Limits of Liability, which have now been met.
  
  We trust that this has answered any questions that Mr. ********** had regarding this matter. Should he have any additional questions, he may contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  ***** K. **********
  Sr.Paralegal

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23109963
  
  I am rejecting this response because: We don't have the money to pay the rest of the transmission. We just had to pay over $26,000 for a new car and over $1,200 for a rental so where would you like us to get money to pay for the rest of the repair for the transmission!? Are you gonna pay our rent, put food in our house, pay our electric, gas and stuff so we keep our condo!? Yea that's what I thought 
  
  Sincerely,
  
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