Complaints
This profile includes complaints for Fidelity Warranty Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 194 total complaints in the last 3 years.
- 91 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/09/2025
Type: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 starts from day one are we bought the insurance it's supposed to be 100$ bring it in get car fixed every trip either they don't fix anything on the list or they overbill us or both recently we finally got a big list fixed but they bill us 600 instead of a 100 they said they were going to reimburse us for the rental car. They have not reimbursed the rental car after 20 plus calls each agent says 10 more days it's in the mail pure lies here we are 3 months later still no rental car reimbursement we really need are money
Business Response
Date: 03/10/2025
WRITER'S DIRECT LINE: ?************
WRITER'S DIRECT FAX: ?************
March 10, 2025
Better Business Bureau
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RE: **** ******
Complaint ID No. ********
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 Mr. ****** contract without additional information. To locate Mr. ****** contract, we will need his contract number,Vehicle Identification Number (VIN), and/or a copy of his finance contract. Once we obtain the necessary information, FWS will be able to investigate this matter and provide you with a thorough response.
Please forward the additional information regarding this matter to my attention at the facsimile number listed above or you may upload your documents to the Better Business Bureau. Should you have any questions, please contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 03/12/2025
Complaint: 23041581
The contract is under my wife's name **** ******* the vin # ***************** I really need the money you owe me like yesterday
Sincerely,
**** ******Business Response
Date: 03/26/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
March 26,2025
Better Business Bureau
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Re: **** ******
Contract No. P00017640232
Complaint ID: ********[DF1]
To Whom It May Concern:
I am responding to your recent correspondence regarding the complaint filed by Mr. **** ****** against Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. ****** complaint and his vehicle service contract coverage.
A claim was first reported to FWS on October 21, 2024, regarding several concerns with the vehicle identified in our records under the name of ******* *******,including: the radio screen delaminating; the transmission slipping and the vehicle not accelerating over 30 mph; the driver window going off track; the vehicle needing to be jumpstarted with the start/stop light on; the rear cargo floor being broken; a popping noise when traveling over bumps; and when changing the A/C settings for the vents, it would not work. *** provided authorization for the repairs listed for coverage under the terms of the contract; specifically, authorization for repairs to the struts with strut mounts, the sway bar with both links and the driver front window regulator with the glass weather strip, was provided on October 22, 2024. However, given that the terms of the contract do not provide coverage for the radio assembly, that specific repair was denied.
On October 23, 2024, *** was contacted by Mr. ****** regarding a $400.00 diagnostic fee related to his vehicle repairs. He was informed that diagnostic charges are only eligible for coverage in connection with covered repairs. After reviewing the claim, *** confirmed that Mr. ****** has already been authorized for the full amount of diagnostic charges eligible under the terms of the contract. As a result, no additional diagnostic fees could be approved. [DF2] [MS3]
On December 12, 2024, FWS assisted Mr. ****** with scheduling a rental car reservation, at his request. On December 16, 2024, *** advised Mr. ****** that he would be required to provide a final paid rental invoice in order to be reimbursed for the rental fees,pursuant to the terms of his contract.
FWS was contacted on December *******, regarding a failed coolant reservoir in Mr. ****** vehicle and authorization for this repair was provided. FWS also spoke with Mr. ****** on this date, again providing instructions for reimbursement of his rental car expenses and confirming his mailing address. The reimbursement check for the rental expenses was sent to Mr. ****** thereafter.
On January 2, 2025, FWS was informed by Mr. ****** that he had misplaced the reimbursement check mailed to him, and a new check was requested. The check replacement process was explained to Mr. ****** and the process was initiated at this time. On February 24, 2025, Mr. ****** was advised that his replacement check had been mailed and should be arriving; however, on March 3, 2025, FWS was notified that the second check had been returned as undeliverable. FWS attempted to contact Mr. ****** by both phone and email but was unsuccessful.
Mr.****** contacted FWS on March 19, 2025, regarding his rental reimbursement and provided a new mailing address. A new check has now been requested and will be mailed under separate cover to Mr. ****** at the new mailing address he provided. Mr. ****** should expect to receive the check in ***** business days.
We trust that this matter has been resolved to Mr. ****** satisfaction as FWS values him as a customer. Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,
***** K.**********
Sr. ParalegalInitial Complaint
Date:03/04/2025
Type: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 2013 Dodge Avenger (VIN: *****************) from ****** in May 2022, unknowingly receiving a MaxCare extended warranty administered by Fidelity Warranty Services. At no point during the sales process was I clearly informed of the warranty's terms, coverage, or claims process. After driving only ***** miles, the vehicle suffered catastrophic failures well beyond what should be expected for such low usage. The repair costs totaled $6,425.92, including: - A/C system leak evaluation, refrigerant recharge, tire installation, oil change, and alignment check ($1,166.03)- A/C compressor replacement, accumulator replacement ($1,501.59)- Alternator replacement, serpentine belt replacement, A/C compressor replacement under warranty ($435.34)- Radiator flush, water pump replacement, serpentine belt replacement ($645.97)When I contacted Fidelity Warranty Services, they refused to cover these costs despite the fact that many of the repairs would have been covered under a standard vehicle service contract. Furthermore, after discussing my situation with ******* at ******, he reviewed the repairs and confirmed that Fidelity would have covered the costs if I had submitted them. This proves that Fidelity wrongfully denied coverage that was rightfully owed under the ******* contract. ******* lack of disclosure regarding the warranty's terms and coverage limits constitutes deceptive sales practices, and Fidelitys failure to honor covered repairs resulted in out-of-pocket expenses that I should not have incurred. I demand full reimbursement of the $6,425.92 in repair costs, as I was unknowingly sold a ******* contract under misleading circumstances and was denied coverage that should have applied. If Fidelity Warranty Services does not resolve this matter, I will escalate this complaint to state and federal consumer protection agencies.Business Response
Date: 03/19/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
March 19, 2025
Better Business Bureau
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RE: ******** ********-Contract No.: P00022434700
Your File No.: 23020851
To Whom It May Concern:
I am responding to your recent letter regarding the recent claim filed by Ms. ******** ******** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Ms.********* claim and vehicle service contract coverage.
According to our records, a repair facility contacted *** on March 4, 2025, to commence a claim regarding Ms.********* vehicle. The repair facility indicated there were numerous receipts regarding completed repairs which were performed on Ms. ********* vehicle. *** explained to the repair facility that any repairs performed due to an emergency or if closed during business hours must be submitted within 30 days for consideration of coverage under the terms of the contract. However, all claims would be subject to the terms and considerations of the contract.
Please refer Ms. ******** to the section of her contract titled, Notice to Customer,which states:
You are required to obtain authorization prior to beginning any repairs covered by this Service Contract. Refer to Your Responsibilities for instructions.
Emergency Repair Instructions: In the event that a Breakdown of a covered part occurs when the ********************* is closed and emergency repairs are necessary, You may follow the claim procedures and commence emergency repairs without securing the Administrators prior Authorization. However, You or the Repair Facility must notify the Administrator of the repairs as soon as the ********************* reopens. You must submit written information and documentation concerning the Breakdown and repairs no later than thirty (30) days after the Breakdown. Reimbursement of emergency repairs will be subject to all terms and conditions of this Service Contract and nothing herein authorizes repairs not otherwise covered. Emergency repairs are those required because Your Vehicle was inoperable or unsafe to *********** must be available for inspection when the ********************* reopens.
On March 4, 2025, Ms. ******** contacted *** and advised that she was not aware that she had a service contract. She explained that her vehicle was then at a repair facility with another issue. The claim analyst advised Ms. ******** to ask the repair facility to contact *** to verify claim eligibility.
On March 5, 2025, the repair facility initiated a claim for a failed starter in Ms. ********* vehicle. *** authorized the claim in the amount of $232.94 after Ms. ********* $300 deductible was applied.
We are also requesting that Ms. ******** forward the prior paid repair receipts for review. She may forward them via email to (****************************************************************************). After review, FWS will make a final determination regarding the reimbursement of the repairs.
Should Ms. ******** have any questions, she should feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalInitial Complaint
Date:03/02/2025
Type: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 spoke to my warranty company (Fidelity Warranty Services, Inc.) in early January to inquire about a reimbursement for a module I paid $1,070 out of pocket for on my vehicle. After emailing back and forth for several days, my warranty company approved the reimbursement (AUTH # W0908628A) on 01/23/25 and stated that I would receive a check in the mail within 13 business days. I then followed up on 02/13/2025 as I still had not received my reimbursement and it was well over the 13 business days provided to me. The Fidelity employee who approved this reimbursement, ***** ********* ********************************************* did not answer my email. I then called the Fidelity **************** line and was helped by ****** *****, ***************************************** on the same day. ****** tried contacting ***** once with no luck and then the second time he stated that ***** submitted the request but is unsure why it was not sent out. ****** stated he would take over my case and when I asked how I could reach him if I have further questions he stated, We dont really have direct numbers so, if anything we will call you. The next day, 2/19/25, I emailed both ***** and ****** asking what address they had on file to ensure they had the correct one. I did not hear anything back from either so on 2/25/25 I emailed both ****** and ***** again demanding an update. Today is 3/2/25 and I have still not heard a response back and my reimbursement is still missing. The customer service line is: ************.Business Response
Date: 03/13/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
March 13, 2025
Better Business Bureau
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RE: ********* *********-Contract No. P00025030214
Complaint ID: ********
To Whom It May Concern:
I am responding to your letter regarding the recent claim filed by Ms. ********* ********* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and ********************* contract.
On January 17, 2025, Ms. ********* contacted *** regarding a completed repair on her vehicle. She was informed by *** that her contract required prior authorization before any repair could be completed. Consequently, her claim was submitted for further review.
Later that day, the repair facility contacted *** regarding the completed repair in Ms. ********** vehicle,involving a faulty gateway module. The repair facility explained that the customers vehicle was involved in an accident and slid into a snowbank. The repair facility was instructed to ask Ms. ********* to contact FWS, since the repair was already performed.
On January 21, 2025, FWS reviewed Ms.********** repair order, which indicated that her vehicle had slid into a snowbank. Multiple warning lights were illuminated in the vehicle after the initial repair. The vehicle was subsequently taken to a dealership, where a faulty gateway module was discovered. The claim analyst escalated the claim to a supervisor for further review.
On January 23, 2025, a supervisor made a one-time exception regarding Ms. ********** claim, since it could not be determined whether the damage was due to the customer sliding into the snowbank.
On February 18, 2025, Ms. ********* contacted *** regarding the reimbursement check. She was informed that the claim was authorized, but not yet paid.
On March 7, 2025, FWS forwarded a reimbursement check to Ms. ********** The claim was paid pursuant to the following breakdown:$266.67 for parts, $716.00 for labor, $65.11 for tax, and a $100.00 deductible,for a total of $947.78.
We trust that this matter was resolved to Ms.********** satisfaction as FWS values her as a customer. Should Ms. ********* have any questions, she should feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalInitial Complaint
Date:02/14/2025
Type: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.
Good day ******* ********* purchase an 2016 **** A3 Feb 2020 From ************* **** At the same time an extended warranty contract was purchase on vehicle . Expiration date on contract shows 2027 Bought vehicle to Gwinnett **** in Ga for repair on 2/9/2025 On 2/12/2025 I receive a call from service advisor **** I need 6000 worth of repair and it has been denied by fidelity warranty because contract expired 1/2024 I explained thats not correct paper work show 2027 I immediately called fidelity warranty spoke with ******* (cancellation ***** She pulled up my info and states contract expired by date I begain to explained that is incorrect should be good til 2027 Everytime I called in to verify was told expired 2027 and I have unlimited mileage She then states she notice last year 2024 dealership change the inservice date to 2016 and the contract was good for 8 years I explained how can they just change the info and no one ever notified me she explained she didnt know and forward me to dealer I went to dealer same day and spoke to ***** at ****************** and he pulled from his computer showing inserive date 2016 But information printed on contract shows inservice date 12/29/2019 original contract that I signed and was submitted to Fidelity warranty wish they honored And on a binding contract ***** stats nothing he can do but if I tow car to him he can give me discount , I told him no discount want total coverage because I was led to believe I purchase contract that expires 2027 and fidelity warranty honored . I got no where So I called Fidelity and spoke to customer service **** and was told same info my contract expired and its 8 years from vehicle inservice date I explained in service date on contract was reported 12/29/2019 nothing she can do Spoke to supervisor ***** , she pulled original contract showing 2027 as expired date and stat will have review . She called back and told me same thing vsc expired and nothing can be done .Business Response
Date: 02/27/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
February 27, 2025
Better Business Bureau
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Re: ******* *********
Contract No. P00013424066
Complaint ID: ********
To Whom It May Concern:
I am responding to your recent letter regarding the complaint filed by Mr. ******* ********* against Fidelity Warranty Services, Inc. (FWS) regarding the terms of his vehicle service contract. I have carefully reviewed the details of Mr.********** claim, and contract coverage.
On February *******, a repair facility initiated a claim regarding a lit check engine light in Mr. ********** vehicle, as well as a coolant and transmission leak. At the time, the information in FWSs system indicated that Mr. ********** contract had expired on January 1, 2024. Thus, the claim was denied.
Upon receipt of Mr. *********** complaint and the copy of his contract, FWS contacted the selling dealership to inquire about a discrepancy in the contract term dates. In accordance with the information provided, the contract term was adjusted,and the new expiration date is December 29, 2027.
Upon the change to Mr. ********** contract term, FWS contacted the repair facility to start the claim process. However, FWS was notified that the vehicle had already been repaired. As a result, we are requesting that the paid repair receipt be provided to the undersigned, so that FWS may evaluate the claim.
Should Mr. ********* have any questions, he should feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr.ParalegalInitial Complaint
Date:02/11/2025
Type: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 February 11, 2025, I requested the cancellation of two service contracts, and this company is refunding me only 78% to 80% of what I paid for the contracts instead of 100% of the purchasing price. When signing the contracts, the dealer didn't provide me with the paper documents for revision, I was provided with minimal verbal information, and signatures were collected on a digital screen without all the contract information. I was not able to have the right to cancel within 30 days or review the documents because no paper documents were provided to me. I have sent two emails to the finance person, and he never responded.Business Response
Date: 02/24/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
February 24, 2025
Better Business Bureau
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RE: ******* *******-Contract No. P00026065047 and P00026065045
Complaint ID: ********
To Whom It May Concern:
I am responding to your letter regarding ******************** complaint regarding his request to cancel his service contract and road hazard tire contract with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his request.
According to the information in our system, Mr. ******** road hazard tire contract and service contract were cancelled on February 21, 2025, with an effective date of October 15, 2024, pursuant to his request, and pursuant to the terms of the contracts.
Please refer to the cancellation section of the road hazard tire contract, which provides:
Cancellation:If YOU cancel after sixty (60) days,a Pro-Rata refund of the SERVICE CONTRACT PURCHASE PRICE will be made based upon the time expired from the SERVICE CONTRACT PURCHASE DATE less an administration fee of $25 that FWS will charge and retain.
Please also refer to the Cancellation section of the service contract, which provides:
If YOU cancel after sixty (60) days, a Pro-Rata refund of the SERVICE CONTRACT PURCHASE PRICE will be made based upon the greater of the time or mileage expired from the SERVICE CONTRACT PURCHASE DATE less an administration fee of $50 that FWS will charge and retain.
As such, Mr. ******* was provided a pro-rata refund in the amount of $2,040.19 for the service contract, and a pro-rata refund in the amount of $761.63 for the road-hazard tire contract. Please note that the funds will be forwarded to Mr. ******* within the next few days, pursuant to the provisions of his contracts.
We trust that this matter was resolved to Mr. ******** satisfaction, as FWS values him as a customer. Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K.**********
Sr. ParalegalCustomer Answer
Date: 02/24/2025
Complaint: 22926542
I am rejecting this response because:On section 5 Page 1 on the Vehicle protection plan contract number P00026065047 stated that BY MY SIGNATURE BELOW, I CERTIFY THAT I HAVE READ, FULLY UNDERSTAND, AND AGREE TO BE BOUND BY ALL PAGES OF THIS CONTRACT,INCLUDING THE ***** AND CONDITIONS, AVAILABLE ELECTRONICALLY AT ********************** OR IN PAPER COPY ON REQUEST FROM MY SELLING DEALER.
I requested two times copy to the dealership (by email)withing 48 hours after purchasing the vehicle and I was never provided with the documents.
Also, the finance person at the dealership conditioned the financing approval to the purchase of this contract, by offering me a better interest rate when the contract clearly stated that YOU UNDERSTAND THAT THE PURCHASE OF THIS SERVICE CONTRACT IS OPTIONAL, IS NOT REQUIRED IN ORDER TO OBTAIN FINANCING OR TO PURCHASE OR LEASE THIS VEHICLE AND IS CANCELLABLE. But once again I was never provided with the contract.
On April 26, 2023 and May 5 2023 (******* 30 days of purchasing the contracts) I emailed the dealer because something was wrong with the explanations provided by the finance person and he never responded. My emails were requesting copy of the documents, once I received those documents (Jan 2025) I immediately requested a cancellation of the contract. The contract states:
This Service Contract may be cancelled by YOU at any time during the SERVICE CONTRACT PERIOD. To cancel this
Service Contract, contact YOUR Selling Dealer or FWS in writing for instructions. If YOU cancel during the first thirty (30) days, a one
hundred percent (100%) refund of the SERVICE CONTRACT PURCHASE PRICE will be made.
I wasnt provided with the documents, and the dealership didnt respond my inquiries withing 30 days of purchasing the contracts. I have a copy of the emails sent to the dealer. Thats why I am requesting full refund instead of partial refund.
Sincerely,
******* *******Business Response
Date: 03/05/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
March 5, 2025
Better Business Bureau
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RE: ******* *******-Contract Nos. P00026065047 and P00026065045
Complaint ID: ********
To Whom It May Concern:
I am responding to your letter regarding ******************** request to cancel his vehicle protection plan and road hazard tire contract with Fidelity Warranty Services,Inc. (FWS). I have carefully reviewed the details of his request.
Mr. ******* acknowledges that he purchased a vehicle protection plan (contract No. P00026065047).While *** was not involved in the sales process of the vehicle protection plan, at the time of execution of the contract, Mr. ******* was provided with the first page of the vehicle protection plan and certified that he read, fully understood,and agreed to be bound by all pages of the contract, including the terms and conditions which were available to him electronically in the link provided.
As also indicated on the front page of Mr. ******** vehicle protection plan, which was reviewed and certified by Mr. ******** the purchase of the vehicle protection plan was optional and was not required for Mr. ******* to obtain financing or to purchase or lease the vehicle.
Mr. ******* indicated that he emailed the dealership on April 26, 2023, and on May 5, 2023, to request a cancellation of the contracts.We are requesting that Mr. ******* provide us with copies of those emails, to determine whether the cancellation requests were made within the allotted timeframe to do so for a full refund of the purchase price.
Please note that Mr. ******* should contact the dealership directly for any other issues related to the sale of the vehicle.
Should Mr. ******* have any questions, he should feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K.**********
Sr. ParalegalCustomer Answer
Date: 03/05/2025
Complaint: 22926542
I am rejecting this response because:As MENTIONED BEFORE, I requested the dealer two times copy of ALL DOCUMENTS signed and never received those documents. Please I respectfully request you to READ my emails/responses, INSTEAD OF STATING THAT I SAID SOMENTHING THAT I DIDN'T. I couldn't request an immediately cancellation because I was never provided with the documents. My rights of immediate cancellation were violated, that is why I am requesting a full refund because I contacted the warranty to request a full refund as soon as I revied the contract the first time.
Provide me with an email address and I will forward the two emails sent to the dealer requesting ALL DOCUMENTS SIGNED ON April and May 2023.
Sincerely,
******* *******Customer Answer
Date: 03/24/2025
Complaint: 22926542
For the last ***** days, I have been contacting this business to get a full refund for a warranty. I previously submitted a complaint with BB and they were trying to request private information (Copies of emails, etc.) to solve the issue, so I decided to communicate directly with the company (Staff Initials N.K.B.). I provided her with a copy of the emails requested on 3/6/2025, and she agreed to contact my back once she had a response from her supervisor. As of today, I have emailed her, and called her and no responses have been received.
Sincerely,
******* *******Business Response
Date: 04/18/2025
WRITERS DIRECT LINE: *************
WRITERS DIRECT FAX: **************
April 18, 2025
Better Business Bureau
***************************
*************************
RE: ******* *******-Contract No. P00026065047 and P00026065045
Complaint ID: ********
To Whom It May Concern:
Please note that we take Mr. ******** concern very seriously and apologize for any inconvenience he encountered. We have reached out to Mr. ******* directly at the email address he provided to obtain additional information. Once we receive the additional information, we will be able to perform a thorough review of the matter.Sincerely,
/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 04/21/2025
Complaint: 22926542
I am rejecting this response because All the requested information has been provided. On 4/10/2025, I received an email requesting non-warranty-related information and responded by inquiring about the reasons for requesting that information. I am still waiting for their response.
Sincerely,
******* *******Customer Answer
Date: 04/24/2025
All documents requested has been provided. If the other party want to request a confidential document non-warranty related I kindly request a reason for requesting those documents.Initial Complaint
Date:02/08/2025
Type: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.
Company is refusing to honor extended warranty on my vehicle.. Engine light came on and I was 2 hours from home. I checked owners manual and googled information in regard to engine light coming on and said I could drive another ****** miles before bring the car in for service. It took 97 miles to get home and drop the car off at the dealer. At NO time did the car overhead, leak or have any other issues while I was driving home. I feel that they have an obligation to replace the engine they are telling me cost $10000.I have spoke with other service people and they agree that this should be coveredBusiness Response
Date: 02/21/2025
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WRITER'S DIRECT LINE: ?************
WRITER'S DIRECT FAX: ?************
February 21, 2025
Better Business Bureau
*****************************
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RE: ?******** *******-Contract No: P00024415373
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 Mr. ******** claim and service contract coverage.
On January 18, 2025, an assistant service manager contacted *** to inform us of an issue with Mr. ******** vehicle. They explained that a block test was performed on the vehicle and exhaust gases were seen, along with an engine overheat code. An inspection was scheduled for Mr. ******** vehicle.
An inspection was performed on Mr. ******** vehicle on January 21, 2025. The inspector verified exhaust gases in the cooling system, via the block test. The inspector also indicated that the vehicle had an oil change sticker indicating that it was past due for an oil change by almost 2000 miles. Additionally,there was no coolant in the overflow, and none was visible in the radiator. The data also showed that the vehicle was driven for 94 miles after the check engine light came on. The inspector determined that the failure was internal and consistent with a failed cylinder head gasket or warped head which required teardown, to verify the cause of the failure and extent of the damage.
On January 24, 2025, Mr. ******* was advised by *** of the inspection findings.He was told that mechanical breakdown due to an overheating condition is specifically excluded under the terms of his contract. Mr. ******* was asked to provide teardown authorization to the repair facility, so that we may determine if the claim is covered under the terms and conditions of the contract. He was also informed that he would be responsible for the cost of the teardown unless the claim is covered under the terms of the contract.
Please refer to the section of the contract titled, How to Make a Claim, which states:
IN ORDER TO MAKE A CLAIM UNDER THIS SERVICE CONTRACT YOU MUST:
PROVIDE TEARDOWN AUTHORIZATION WHEN REQUESTED BY *** SO THAT THE REPAIR FACILITY CAN PROVIDE ACCURATE DIAGNOSIS AND ESTIMATE FOR 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.
On January 29, 2025, *** was notified that Mr. ******** engine was disassembled and ready for inspection. On February 4, 2025, a second inspection was performed on Mr. ******** vehicle. The inspection revealed that the engine block and cylinder head were warped beyond the manufacturers specification. The cylinder head gasket also showed failure beyond cylinders number two and three.The inspector determined that the warpage was due to continued operation of the vehicle in an overheating condition. The repair facility was notified that the claim was denied due to continued operation of the vehicle, while in an excessive overheat condition, which is specifically excluded under the terms and conditions of the contract.
Please refer to the following sections of the contract, which state:
Exclusions From Coverage: ************ contract will not pay or reimburse you for:
8. ANY MECHANICAL BREAKDOWN CAUSED BY CONTAMINATION,DAMAGE AS THE RESULT OF CONTINUED OPERATION WITH AN OVERHEAT CONDITION, LACK OF COOLANT OR LUBRICANTS, LACK OF OIL VISCOSITY, SLUDGE, RESTRICTED OIL FLOW,SALT, RUST AND RUST DAMAGE, ENVIRONMENTAL DAMAGE, OR CHEMICALS;
YOUR RESPONSIBILITIES:
USE ALL MEANS TO PROTECT YOUR VEHICLE FROM FURTHER DAMAGE IN THE EVENT OF A MECHANICAL BREAKDOWN. WITHOUT LIMITING THIS GENERAL RULE, SPECIFICALLY, YOU MUST STOP THE VEHICLE IMMEDIATELY AND HAVE IT REPAIRED BEFORE DRIVING IT FURTHER.
Therefore,Mr. ******** claim will remain denied. If you have questions about this matter,you may contact me at the telephone number listed above.
Sincerely,/S
***** **********
Sr. ParalegalCustomer Answer
Date: 03/05/2025
According to the ****** manual when the engine light comes on the car can be driven ****** miles. I bring my car in monthly for oil service and was not over 2000 miles past due. At no time was my car overheating while I was driving home and I pulled over and checked the radiator. There was plenty of fluids in the car,no smell of anything burning and no leakage. The mechanic who worked on the car said the same thing. Only by taking the engine apart could they deduce any damage. I feel that the warranty company is not acting in good faith. I still was within the covered milage of the warranty.Customer Answer
Date: 03/07/2025
Complaint: 22916672
According to the ****** manual when the engine light comes on the car can be driven ****** miles. I bring my car in monthly for oil service and was not over 2000 miles past due. At no time was my car overheating while I was driving home and I pulled over and checked the radiator. There was plenty of fluids in the car,no smell of anything burning and no leakage. The mechanic who worked on the car said the same thing. Only by taking the engine apart could they deduce any damage. I feel that the warranty company is not acting in good faith. I still was within the covered milage of the warranty.
Sincerely,
******** *******Business Response
Date: 03/19/2025
WRITER'S DIRECT LINE: ?************
WRITER'S DIRECT FAX: ?************
March 19, 2025
Better Business Bureau
*****************************
*************************
RE: ******** *******-Contract No: P00024415373
Complaint ID: ********
To Whom It May Concern:
I am responding to your follow-up letter regarding the recent claim filed by Mr. ******** ******* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. ******** claim and service contract coverage.
Upon receipt of Mr. ******** follow-up statement, *** reviewed the owners manual for Mr. ******** vehicle. The manual does not mention the ability to drive ****** miles after the check engine light is illuminated. Upon review of the documents submitted by the repair facility, it was observed that the check engine light was also illuminated along with the overheat condition.
Please refer to the following sections of the contract, which state:
Exclusions From Coverage: ************ contract will not pay or reimburse you for:
8. ANY MECHANICAL BREAKDOWN CAUSED BY CONTAMINATION,DAMAGE AS THE RESULT OF CONTINUED OPERATION WITH AN OVERHEAT CONDITION, LACK OF COOLANT OR LUBRICANTS, LACK OF OIL VISCOSITY, SLUDGE, RESTRICTED OIL FLOW,SALT, RUST AND RUST DAMAGE, ENVIRONMENTAL DAMAGE, OR CHEMICALS;
YOUR RESPONSIBILITIES:
USE ALL MEANS TO PROTECT YOUR VEHICLE FROM FURTHER DAMAGE IN THE EVENT OF A MECHANICAL BREAKDOWN. WITHOUT LIMITING THIS GENERAL RULE, SPECIFICALLY, YOU MUST STOP THE VEHICLE IMMEDIATELY AND HAVE IT REPAIRED BEFORE DRIVING IT FURTHER.
Therefore,Mr. ******** claim will remain denied. If you have questions about this matter,you may contact me at the telephone number listed above.
Sincerely,/S
***** **********
Sr. ParalegalBusiness Response
Date: 03/25/2025
Date Sent: 3/19/2025 9:18:20 AMWRITER'S DIRECT LINE: ?************
WRITER'S DIRECT FAX: ?************
March 19, 2025
Better Business Bureau
***************************
*************************
RE: ******** *******-Contract No: P00024415373
Complaint ID: ********
To Whom It May Concern:
I am responding to your follow-up letter regarding the recent claim filed by Mr. ******** ******* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. ******** claim and service contract coverage.
Upon receipt of Mr. ******** follow-up statement, *** reviewed the owners manual for Mr. ******** vehicle. The manual does not mention the ability to drive ****** miles after the check engine light is illuminated. Upon review of the documents submitted by the repair facility, it was observed that the check engine light was also illuminated along with the overheat condition.
Please refer to the following sections of the contract, which state:
Exclusions From Coverage: ************ contract will not pay or reimburse you for:
8. ANY MECHANICAL BREAKDOWN CAUSED BY CONTAMINATION, DAMAGE AS THE RESULT OF CONTINUED OPERATION WITH AN OVERHEAT CONDITION, LACK OF COOLANT OR LUBRICANTS, LACK OF OIL VISCOSITY, SLUDGE, RESTRICTED OIL FLOW, SALT, RUST AND RUST DAMAGE, ENVIRONMENTAL DAMAGE, OR CHEMICALS;
YOUR RESPONSIBILITIES:
USE ALL MEANS TO PROTECT YOUR VEHICLE FROM FURTHER DAMAGE IN THE EVENT OF A MECHANICAL BREAKDOWN. WITHOUT LIMITING THIS GENERAL RULE, SPECIFICALLY, YOU MUST STOP THE VEHICLE IMMEDIATELY AND HAVE IT REPAIRED BEFORE DRIVING IT FURTHER.
Therefore, Mr. ******** claim will remain denied. If you have questions about this matter, you may contact me at the telephone number listed above.
Sincerely,/S
***** **********
Sr. ParalegalCustomer Answer
Date: 03/25/2025
Complaint: 22916672
I am rejecting this response because:
Sincerely,
******** *******Initial Complaint
Date:02/06/2025
Type: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.
need help getting a refund on unused portion of a extended service warranty, of a vehicle traded in. getting different answers if the balance is refundable. selling dealer, ***************, **********************************************************,, now ***********, same address, different owner of dealer. Fidelity Warranty Services is the warranty contract holder, *************************************. ****************************** The warranty was purchased separately, non contingent on financing. No warranty repair claims, just would like the balance of the contract refunded to me. Depending on fee's, about $1500.00. Thank You: ****** ******Customer Answer
Date: 02/19/2025
original purchase date 1/31/2022, contract# P000212554210, original purchase price $2976.00, cancelation date of service contract 11/21/2024, contacted Fidelity Warranty, was informed the contract was cancelable. filled out the required forms on three separate occasions.Business Response
Date: 03/03/2025
WRITERS DIRECT LINE: *************
WRITERS DIRECT FAX: **************
March 3, 2025
Better Business Bureau
*****************************
************************
RE: ****** ******
Complaint ID: ********
To Whom It May Concern:
Fidelity Warranty Services, Inc. (FWS) is acknowledging receipt of the complaint filed by Mr. ****** ****** regarding the above referenced matter.
We 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. ParalegalCustomer Answer
Date: 03/05/2025
Complaint: 22908544
I am rejecting this response because: my last communication with the company was over 2 hours and was told all information was complete. What else do they want?
Sincerely,
****** ******Business Response
Date: 03/12/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
March 12, 2025
Better Business Bureau
***************************
*************************
RE: ****** ******-Contract No. P00021254210
Complaint ID: ********
To Whom It May Concern:
I am responding to your recent letter regarding the complaint filed by Mr. ****** ****** and his request to cancel the above-referenced vehicle service contract with Fidelity Warranty Services, Inc. (FWS).
Upon receipt and review of Mr. ******* request, FWS processed the cancellation of Mr. ******* contract. A refund check in the amount of $2,976.00, will be mailed to Mr. ****** in the upcoming week.
We trust that this matter was resolved to Mr. ******* satisfaction, as FWS values him as a customer. Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 03/14/2025
all information originally sent was accepted as good information. they just do not want to refund the balance of a warranty contract. If they tell you it is non cancelable,, my information was it is non cancelable on their part for claims.Customer Answer
Date: 03/18/2025
Complaint: 22908544
all information originally sent was accepted as good information. they just do not want to refund the balance of a warranty contract. If they tell you it is non cancelable,, my information was it is non cancelable on their part for claims.
Sincerely,
****** ******Customer Answer
Date: 04/01/2025
last contact with Fidelity Warranty Service, was on or about 03/10/2025, a phone call and was told the complaint or refund request is still being looked at. This has been going on since11/30/2024. When is it reasonable time to expect an answer.
Thank You: ****** ******
Initial Complaint
Date:02/04/2025
Type: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.
On August ******* I had work done on my **** Escape at **********. At that time after determining the issue and receiving my warranty info they advised me a portion of the work to be done will be covered under the warranty. I confirmed coverage by calling Fidelity Warranty directly with the information provided by **********. D&D provided me with a detailed invoice with specific information to provide to Fidelity. August 27, 2024 I sent the invoice to **** ****** at Fidelity. The communication goes as follows: Would you please make sure this gets reimbursed timely. My name is ****** ********. My address is ******************************* Oct. ******* I have not yet been reimbursed for these services. I sent the request back in August and have not yet heard back. Would you please get this resolved. This is exactly why the dealership did not want to deal with this. Payment takes too long. You assured me you would take care of this promptly. I appreciate all you can do to resolve this. Jan 14, 2025, 11:45AM to **** Here is the info again. Please confirm receipt. Thank you Jan 14, 2025, 11:47AM to ***.wilson_contractor, ****. Here it is. Please confirm receipt.Jan 17, 2025, 4:22PM Thank you for resending this information, After review of the invoice and information we have in our system, it does look like a repair was submitted to us by D&D for the emissions concern noted on line 1 of the invoice. The remaining services as laid out on the invoice (spark plugs, alignment not associated with any other repair, battery check) are standard maintenance on the vehicle, and unfortunately would not be listed for coverage. Fri, Jan 17, 8:22PM ****-I have already paid D&D Auto as they refused to deal with you directly stating it is difficult to obtain the payment. Please pay me directly and promptly for the portion (******} that is covered under the warranty. Please note the documentation stating I will obtain payment myself and proof of payment on the receipt. ETC..Business Response
Date: 02/27/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
February 27, 2025
Better Business Bureau
***************************
*************************
RE: ****** ********
Contract No.: P00013100797
Complaint ID: ********
To Whom It May Concern:
I am responding to your letter regarding the claim filed by Ms. ****** ******** with Fidelity Warranty Services, Inc.(FWS). I have carefully reviewed the details of the claim and vehicle service contract coverage under Contract No. P00013100797.
Ms. ******** first contacted *** on August 26, 2024, regarding a repair facility refusing to utilize the service contract for payment for the repairs on the vehicle listed under the contract. The claim analyst with *** confirmed that the repair facility did not accept the service contract for payment. The repair facility informed *** that they performed a purge valve replacement and recommended maintenance. *** informed the repair facility and the customer that the maintenance was not covered, but the customer could seek reimbursement for the purge valve, based on the contracts labor guide and the manufacturers suggested retail price (MSRP).
On January 14, 2025, Ms. ******** spoke with *** regarding the claim which was submitted for reimbursement. *********** was asked to re-submit the documents required under the service contract since such documents had not been received. On January 17, 2025, *** received an email from Ms. ******** and in response, informed her that the maintenance that was performed is not eligible for reimbursement. On January 28, 2025, the claim analyst contacted Ms. ******** to confirm her mailing address for the mailing of the reimbursement check.
On February 6, 2025, FWS paid a total of $562.33 via regular mail to Ms. ******** for the claim, which amounts to $258.33 for parts, $388.50 for labor, and $15.50 for taxes, less her $100.00 deductible.
We trust that this matter was resolved to Ms.Gauthiers satisfaction as FWS values her as a customer. Should Ms. ******** have any questions, she should feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 03/03/2025
Better Business Bureau:
Thank you for your follow through on this matter. I confirm a check was received after making contact with your office. I have reviewed the response made by the business in reference to complaint ID ******** and find that the amount received resolves the issue and is satisfactory to me.
Sincerely,
****** ********Initial Complaint
Date:01/31/2025
Type: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.
This business is absurd. It's so absurd that we're thinking of hiring a lawyer. Due to engine problems, our **** Abarth was sent to the shop in the middle of November. Due to their procrastination, Fidelity supplied a used engine when we eventually received approval. The engine didn't have a turbo.After weeks of them asking for information about the car, such as the sales order and other things, they only authorized the order for an engine and not the turbo. When it came, the dealership discovered the engine had no seals, so they had to obtain Fidelity's clearance. After those seals eventually arrived and they attempted to get everything in order, it was discovered that the Fidelity had sent a simple engine that was unable to have a turbo. We are therefore waiting once more. More than 14 weeks have passed. We spoke with a supervisor, and the company is refusing to do anything to rectify their miscommunication, not ordering the correct engine after they were given all the specs, etc. The warranty company is blaming the dealership when the dealership is not at fault and the warranty company made a mistake. They said we could be reimbursed for renting the car for up to 14 days, but we had to return it because it became too costly.Its now 1/31/2025 and allegedly, the engine is on the way. But that doesnt solve this huge mess.Business Response
Date: 02/17/2025
WRITERS DIRECT LINE: *************
WRITERS DIRECT FAX: **************
February 17, 2025
Better Business Bureau
*****************************
*************************
RE: **** *****
Complaint ID: ********
To Whom It May Concer:
Fidelity Warranty Services, Inc. (FWS) is in receipt of the complaint filed by Mr. **** ***** regarding the above referenced matter.
We 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. ParalegalBusiness Response
Date: 02/24/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
February 24, 2025
Better Business Bureau
***************************
*************************
RE: **** *****
Contract No.: P00019786961
Complaint ID: ********
To Whom It May Concern:
I am responding to your recent letter regarding the claim filed by Mr. **** ***** with Fidelity Warranty Services****. (FWS). I have carefully reviewed the details of the claim and ******* service contract coverage.
On October 29, 2024, Mr. ***** first reported a claim to *** regarding his ******** At the time, he was advised to ask the repair facility to contact us regarding the claim. On November 8, 2024,the repair facility contacted *** regarding an engine replacement in Mr.****** ******** An inspection was scheduled to determine the cause of the problem.
On November 8, 2024, the first inspection was performed on Mr. ****** ******** The inspection revealed the following: (a)cylinder number three had low compression, (b) the spark plug in that cylinder was fouled with oil and (c) soot in the tail pipe. The inspector determined that teardown would be required to verify the cause of the failure to Mr. ****** ********
On November 18, 2024, a claims analyst spoke with Mr. ****** informing him that additional disassembly of the ******* would be needed to identify the point of failure and assess the extent of the damage, to determine whether the repair was eligible for coverage under the terms of the contract. The analyst also advised Mr. ***** of exclusion #** of the contract, which specifically excludes worn piston rings.
A second inspection was performed on Mr.****** ******* on November 25, 2024, after the teardown authorization was obtained. The second inspection verified the following: (a) the exhaust valve for cylinder number three broke (b) the piston was mushroomed when compared to adjacent cylinders (c) minor damage to the pistons and corresponding areas, as well as (d) slight damage to the turbocharger inlet impeller. *** also requested the buyers order.
On November 26, 2024, Mr. ***** spoke with an analyst regarding the results of the second inspection report. The analyst advised Mr. ***** that an email would be sent to the dealership, requesting them to contact *** to send over the claim details. The analyst also noted that the buyers order had not yet been received, as requested, and would be required before *** could proceed with the claim authorization.
On December 4, 2024, *** received the buyer's order. On December 5, 2024, *** requested a final quote from the repair facility, for the repairs to Mr. ****** ********
On December 9, 2024, *** ordered the engine for Mr. ****** ******* through a vendor and provided the repair facility with the estimated time of arrival. On December 18, 2024, the engine was delivered. However, the repair facility determined that it did not arrive with a turbo, as it was not submitted for approval. On December 24, 2024, *** authorized a dealer supplied turbo.
On January 2, 2024, Mr. ***** was advised by an analyst of rental coverage under the terms of his contract and was informed of the documentation that would be required to be submitted for reimbursement. The analyst also advised that Mr. ****** deductible would not be able to be waived and that he would not be eligible for additional rental coverage for delays caused by the dealership. Nonetheless, the analyst advised that the additional rental coverage would be submitted for review.
On January 22, 2025, the dealership determined that the incorrect engine was delivered for Mr. ****** ******** The claims analyst advised that the correct engine was being re-sent and provided the estimated time of arrival. On January 31, 2025, an analyst noted that the correct engine was shipped to the repair facility.
On January 22, 2025, Mr. ***** requested additional rental since the incorrect engine was delivered. In order to determine if additional rental will be covered under the terms of the contract,we ask that Mr. ***** forward his paid repair receipt directly to me.
On February 19, 2025, *** authorized $6,926.** to the repair facility for Mr. ****** claim and authorized $5,909.50 to the vendor for the engine. Once we receive Mr. ****** paid rental receipt a final determination will be made regarding the additional rental. We trust that this matter was resolved to Mr. ****** satisfaction as FWS values him as a customer.
Should Mr. ***** have any questions; he should feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalBusiness Response
Date: 02/26/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
February 24, 2025
Better Business Bureau
***************************
*************************
RE: **** *****
Contract No.: P00019786961
Complaint ID: ********
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 the claim and vehicle service contract coverage.
On October 29, 2024, Mr. ***** first reported a claim to *** regarding his vehicle. At the time, he was advised to ask the repair facility to contact us regarding the claim. On November 8, 2024, the repair facility contacted *** regarding an engine replacement in Mr. ****** vehicle. An inspection was scheduled to determine the cause of the problem.
On November 8, 2024, the first inspection was performed on Mr. ****** vehicle. The inspection revealed the following: (a) cylinder number three had low compression, (b) the spark plug in that cylinder was fouled with oil and (c) soot in the tail pipe. The inspector determined that teardown would be required to verify the cause of the failure to Mr. ****** vehicle.
On November 18, 2024, a claims analyst spoke with Mr. ****** informing him that additional disassembly of the vehicle would be needed to identify the point of failure and assess the extent of the damage, to determine whether the repair was eligible for coverage under the terms of the contract. The analyst also advised Mr. ***** of exclusion #** of the contract, which specifically excludes worn piston rings.
A second inspection was performed on Mr. ****** vehicle on November 25, 2024, after the teardown authorization was obtained. The second inspection verified the following: (a) the exhaust valve for cylinder number three broke (b) the piston was mushroomed when compared to adjacent cylinders (c) minor damage to the pistons and corresponding areas, as well as (d) slight damage to the turbocharger inlet impeller. *** also requested the buyers order.
On November 26, 2024, Mr. ***** spoke with an analyst regarding the results of the second inspection report. The analyst advised Mr. ***** that an email would be sent to the dealership, requesting them to contact *** to send over the claim details. The analyst also noted that the buyers order had not yet been received, as requested, and would be required before *** could proceed with the claim authorization.
On December 4, 2024, *** received the buyer's order. On December 5, 2024, *** requested a final quote from the repair facility, for the repairs to Mr. ****** vehicle.
On December 9, 2024, *** ordered the engine for Mr. ****** vehicle through a vendor and provided the repair facility with the estimated time of arrival. On December 18, 2024, the engine was delivered. However, the repair facility determined that it did not arrive with a turbo, as it was not submitted for approval. On December 24, 2024, *** authorized a dealer supplied turbo.
On January 2, 2024, Mr. ***** was advised by an analyst of rental coverage under the terms of his contract and was informed of the documentation that would be required to be submitted for reimbursement. The analyst also advised that Mr. ****** deductible would not be able to be waived and that he would not be eligible for additional rental coverage for delays caused by the dealership. Nonetheless, the analyst advised that the additional rental coverage would be submitted for review.
On January 22, 2025, the dealership determined that the incorrect engine was delivered for Mr. ****** vehicle. The claims analyst advised that the correct engine was being re-sent and provided the estimated time of arrival. On January 31, 2025, an analyst noted that the correct engine was shipped to the repair facility.
On January 22, 2025, Mr. ***** requested additional rental since the incorrect engine was delivered. In order to determine if additional rental will be covered under the terms of the contract, we ask that Mr. ***** forward his paid repair receipt directly to me.
On February 19, 2025, *** authorized $6,926.** to the repair facility for Mr. ****** claim and authorized $5,909.50 to the vendor for the engine. Once we receive Mr. ****** paid rental receipt a final determination will be made regarding the additional rental. We trust that this matter was resolved to Mr. ****** satisfaction as FWS values him as a customer.
Should Mr. ***** have any questions; he should feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 03/03/2025
Complaint: 22883339
***** K ********** Doesnt have an email and hasnt returned my call. An email would be nice because I have an odd schedule so email communication would be ideal. Also, they sent another bad engine and the car had to be returned and then replaced. Also havent been able to get in touch with anyone to get the reimbursement for the rentals.
Sincerely,
**** *****Business Response
Date: 03/17/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
March 17, 2025
Better Business Bureau
***************************
*************************
RE: **** *****- Contract No.: P00019786961
Complaint ID: ********
To Whom It May Concern:
We apologize that Mr. ***** has not been able to contact me regarding this matter. Mr. ***** may email me at ******************************************** to submit any additional receipt or to request any questions.
Sincerely,/S
***** K. **********
Sr. ParalegalBusiness Response
Date: 03/18/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
March 17, 2025
Better Business Bureau
***************************
*************************
RE: **** *****- Contract No.: P00019786961
Complaint ID: ********
To Whom It May Concern:
We apologize that Mr. ***** has not been able to contact me regarding this matter. Mr. ***** may email me at ******************************************** to submit any additional receipt or to request any questions.
Sincerely,/S
***** K. **********
Sr. ParalegalInitial Complaint
Date:01/24/2025
Type: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.
I have a denied claim with my Platinum Fidelity Warranty for internal engine failure. After authorizing the tear-down of our vehicle's engine, the dealership re-processed the previously denied claim and FWS again denied the claim citing an oil consumption exclusion. The tear down of the vehicle's engine was due to the vehicle slowly and consistently increasing oil burning, specifically catastrophic oil consumption. Despite the actual contract defining a "Mechanical Breakdown" a subsequent exclusion has been cited claiming that no "Mechanical Breakdown" has occurred even though there is no expanded exclusion as shown in the documentation that specifically includes "CARBON-FOULED PISTON RINGS" which is also inherently associated with the now newly changed design further confirmed by ****. *** now requests a non-existent *** from the manufacturer or an explanation from the manufacturer as to the basis for the change or explaining how the new parts correct the oil consumption problem which **** of America has refused and may be a trade secret. **** of America has cited that they agreed with the dealerships findings advising that the pistons and rings have to be changed to repair the mechanical breakdown causing catastrophic oil consumption.Customer Answer
Date: 01/24/2025
2025 01 24 - AT 2:15PM ET CUSTOMER CALLED IN TO *** CLAIMS AND SPOKE WITH CLAIMS ANALYST ******* AND ADDED **** NORTH ORLANDO ******* AND PARTS DIRECTOR ***** ****** TO THE CALL. DURING THE CALL IT WAS CLEARLY EXPLAINED TO *** ***** THAT THE SYMPTOM IS THE OIL CONSUMPTION AND THAT THE POINT OF FAILURE IS THE RINGS. RINGS WERE CONFIRMED TO BE COVERED AND THE ******* DIRECTOR RESPECTFULLY REQUESTED THE *** TO PLAY THE CALL BACK FOR THE SUPERVISOR ****** ******, WHO PER ******* HAD STOOD FIRM ON DENYING THE CLAIM. ALSO DURING THE CALL, THE CUSTOMER BROUGHT UP THAT THE CONTRACT ITSELF DEFINES A MECHANICAL BREAKDOWN AS "A GRADUAL REDUCTION IN OPERATING PERFORMANCE AS A RESULT OF NORMAL WEAR AND TEAR" AND THE ALLEGED CONTRACT EXCLUSION IS ITSELF PREDICATED ONLY ON THE **** THAT A MECHANICAL BREAKDOWN MUST HAVE OCCURRED AS DEFINED ABOVE,AND THE CONTRACT ITSELF, UNLIKE THE OTHER JMA/FWS CONTRACT, DOES NOT SPECIFICALLY EXCLUDE "BURNT VALVES, WORN OR CARBON FOULED PISTON RINGS,ANY MECHANICAL BREAKDOWN RESULTING FROM A BUILD UP OF CARBON, THE CORRECTION OF OIL CONSUMPTION, OR ANY ***AIRS FOR REDUCTION IN ENGINE EFFICIENCY THAT MUST BE PERFORMED ON YOUR VEHICLE;" THE VEHICLE IN QUESTION REQUIRES ***LACEMENT OF THE PISTONS AND RINGS WITH NEW PARTS TO ***AIR. THE *** *** ******* FURTHER CONFIRMED THAT HE DID SEE THE SYSTEM NOTES FROM JULY 2023 AFFIRMING THAT THE ******* CONTRACT DOES NOT HAVE AN EXCLUSION FOR CARBON. SPECIFICALLY, CONTRACT HOLDER WAS ADVISED THERE IS NO CARBON BUILDUP EXCLUSION IN OUR POLICY SO IF THE ***** IS OPENED AND THE PISTON RINGS ARE CARBON FOULED CAUSING THE OIL-BURNING HE SAID THAT THEY DO AND WOULD COVER THE ***AIR.Customer Answer
Date: 01/24/2025
**** OF AMERICA EMAIL SHOWING THAT *** SUPPORTS THE DEALERSHIP'S DIAGNOSIS OF THE NECESSARY CAUSE AND NECESSARY REPAIR TO THE VEHICLE.Customer Answer
Date: 01/25/2025
ATTACHED IS THE AUTHORIZATION PROVIDED TO TEARDOWN ***** TO IDENTIFY THE FAILURE AFTER MULTIPLE TESTS WERE PERFORMED INCLUDING CONSULTING WITH MULTIPLE PROFESSIONALS TO IDENTIFY IF TEARDOWN WAS AVOIDABLE. HAD THERE BEEN AN OPTION TO REPLACE THE ***** IN FULL AS THE DEALERSHIP HAD ORIGINALLY REQUESTED THEN TEARDOWN WOULD HAVE BEEN PREVENTABLE HOWEVER THAT OPTION WAS NOT AUTHORIZED.Customer Answer
Date: 01/25/2025
ATTACHED IS THE AUTHORIZATION PROVIDED TO TEARDOWN ***** TO IDENTIFY THE FAILURE AFTER MULTIPLE TESTS WERE PERFORMED INCLUDING CONSULTING WITH MULTIPLE PROFESSIONALS TO IDENTIFY IF TEARDOWN WAS AVOIDABLE. HAD THERE BEEN AN OPTION TO REPLACE THE ***** IN FULL AS THE DEALERSHIP HAD ORIGINALLY REQUESTED THEN TEARDOWN WOULD HAVE BEEN PREVENTABLE HOWEVER THAT OPTION WAS NOT AUTHORIZED.Customer Answer
Date: 01/30/2025
2025 01 30 - EMAIL OUTREACHCustomer Answer
Date: 01/30/2025
2025 01 30 - EMAIL OUTREACHCustomer Answer
Date: 02/01/2025
2025 02 01 - PERIODIC UPDATEBusiness Response
Date: 02/03/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
February 3, 2025
Better Business Bureau
********************************;
*************************
RE: ******* ******-Contract No. P00011849202
Complaint ID: ********
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 vehicle service contract coverage.
Mr. ******* claim was first reported to *** on July 12, 2023, regarding an oil consumption concern in his vehicle. The repair facility performed a diagnosis on the vehicle and determined that the engine needed to be replaced. An inspection was scheduled by *** to determine the cause of the problem.
An inspection was performed on ********** vehicle on July 13, 2023. The inspection revealed that the oil consumption test failed. However, they were unable to demonstrate any mechanical failure that contributed to the excessive oil consumption. *** explained to the repair facility that correction of oil consumption is specifically excluded under the terms of Mr. ******* contract.
Please refer to the section of the contract titled:
Exclusions from Coverage, which states: ************ contract will not pay or reimburse you for:
17. THE CORRECTION OF OIL CONSUMPTION, REPAIR OF WORN RINGS, OR ANY REPAIRS FOR REDUCTION IN ENGINE EFFICIENCY THAT MUST BE PERFORMED ON YOUR VEHICLE WHEN A MECHANICAL BREAKDOWN HAS NOT OCCURRED;
Between July 2023 and October 2023, Mr. ****** was advised by *** that additional teardown of his vehicle would be required, to verify the cause of the engine failure, so a proper decision could be made regarding this matter. It was also explained that the contract would not cover diagnostic charges unless the claim itself is covered under the terms of the contract.
On October 2, 2023, the repair facility notified FWS that there was no ***************** Bulletins (TSB) for ********** vehicle. On October 16, 2023, *** was informed by the repair facility that **** of America would not be assisting Mr. ****** with the engine claim. ********* informed the repair facility that he would continue to work with **** of America for assistance. On February 9, 2024, Mr. ****** confirmed that **** of America did not have any *** for his vehicle. He was reminded that he would need to provide the repair facility with teardown authorization to determine if the repair is covered under the terms of his contract.
On March 8, 2024, Mr. ****** informed FWS that the vehicle was back at the repair facility due to a leak in the upper timing cover. On March 11, 2024, the repair facility contacted ***, to recommend repair of the upper timing cover. It was explained that once the repair was performed, they would perform an oil consumption test. The repair technician was unable to verify if the valve cover was leaking but noted that they also saw oil in the spark plug tube holes. *** scheduled an inspection to determine the cause of the failure.
On March 13, 2024, a second inspection was performed on Mr. ******* vehicle. The inspector verified an active oil leak from the upper timing cover, but did not verify any oil leak from the valve cover. The inspector determined that the oil leak is not large enough to cause an oil consumption concern. On March 15, 2024, *** authorized the repair of the upper timing cover in Mr. ******* vehicle. The repair facility also requested authorization of the spark plugs but was advised that spark plugs are not covered under the terms of the contract.
On April 1, 2024, FWS authorized a compression check on Mr. ******* vehicle. On April 2, 2024, the repair facility informed *** that all four cylinders passed the compression test, and no leaks were present at the valve cover. On April 12, 2024, *** advised the repair facility that since the compression test was within specifications, that they did not demonstrate any failures to the vehicle. The repair facility was notified that oil consumption and worn rings are specifically excluded under the terms of the contract.
On July 30, 2024, Mr. ****** advised *** that he was moving the vehicle to a new repair facility and would contact FWS if the new repair facility was willing to perform the teardown.
On January 13, 2025, FWS was notified by a repair facility that Mr. ****** provided teardown authorization. The repair facility indicated that the vehicle had been there since November 2024, and they verified carbon build-up around the piston rings. An inspection was scheduled to determine the cause of the problem.
A third inspection was performed on ********** vehicle on January 15, 2025, after he provided teardown authorization.The inspection revealed that all four pistons had carbon buildup on the oil control rings. The inspector determined that the piston rings failed because of carbon buildup. On January 17, 2025, Mr. ****** was advised that the engine claim was denied because the correction of oil consumption is specifically excluded under the terms of his contract.
However, upon receipt of Mr. ******* complaint, *** performed a thorough review of the engine claim. After a careful review, *** has agreed to authorize the engine claim.
We trust that this matter will be resolved to Mr. ******* satisfaction as FWS values him as a customer. Should you have any questions, please contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr.ParalegalCustomer Answer
Date: 02/03/2025
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,
******* ******
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