Business Profile

Auto Warranty Plans

Fidelity Warranty Services, Inc.

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.

If you've experienced an issue

Submit a Complaint

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:01/24/2025
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.
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 OUTREACH
Customer Answer
Date: 01/30/2025
2025 01 30 - EMAIL OUTREACH
Customer Answer
Date: 02/01/2025
2025 02 01 - PERIODIC UPDATE
Business 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.Paralegal

Customer 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,

******* ******
Initial Complaint
Date:01/22/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a mechanical failure service contract in June 2021 for $1,750, covering four years or ****** miles, whichever came first. My vehicle reached the mileage limit in 2023, ending the contract after only two years. I requested a pro-rata refund for the unused portion of the contract, as outlined in the agreement's cancellation clause. I emailed the company a month ago with all the required documents, including the cancellation form, but I have not received any response. My vehicle reached the ******-mile limit in June 2023, making me eligible for a 50% refund minus a $50 administrative fee, according to the agreement. I have reviewed the contract, which states that the refund can be issued to the contract holder regardless of whether the vehicle has been paid off or traded, ambiguity in a contract is always interpreted in favor of the party that did not draft it.Please address this matter promptly, as I have complied fully with the refund requirements and am simply requesting what is outlined in the agreement. Contract # below.
Business Response
Date: 01/30/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

January 30, 2025

Better Business Bureau
*********************************************************;
******************************;

RE:       ****** ******** Vieira
Contract No. P00018856715
Complaint ID: ********

To Whom It May Concern:

I am responding to your recent letter regarding the complaint filed by *** ****** ******** ****** with Fidelity Warranty Services,Inc. (FWS). I have carefully reviewed her request to cancel her vehicle service contract.

Pursuant to the cancellation process, the dealership or FWS is ultimately responsible for forwarding the funds directly to the lienholder, if applicable. If the lien has been satisfied,or if there is no lien, the funds would be paid directly to the contract holder.

FWS is in receipt of *** ******* cancellation form and is ready to assist her with the cancellation of her contract. For us to process the cancellation, we will need a statement from her lienholder indicating that the dealer has not already provided credit for the cancellation to the lienholder. Once this information is received, we will process the cancellation, which will be effective on the date in which the cancellation request was originally made and issue the pro-rata 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 *** ******.

Should *** ****** have any questions; she may contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr.Paralegal
Customer Answer
Date: 01/30/2025

Complaint: 22841831

Please provide email address or mailing address so that I can send you their letter.

Sincerely,

****** ******** ******
Business Response
Date: 01/30/2025
January 30, 2025

Better Business Bureau
*********************************************************;
******************************;

RE:     ****** ******** ******-Contract No.P00018856715
Complaint ID: ********

To Whom It May Concern:

Ms. ****** may forward the letter to **********************************************************************.

Sincerely,
/S

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

Customer Answer
Date: 02/08/2025
Complaint: 22841831

I was l informed by the loan company, first health financial, that they sent you what you requested to process the refund.
Please confirm if you are able to deliver the check for them before the 16th.
Sincerely,

****** ******** ******
Business Response
Date: 02/20/2025

WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

February 20, 2025

Better Business Bureau
*********************************************************;
******************************;

RE:       ****** ******** Vieira
Contract No. P00018856715
Complaint ID: ********

To Whom It May Concern:

I am responding to your recent letter regarding the complaint filed by *** ****** ******** ****** with Fidelity Warranty Services,Inc. (FWS). I have carefully reviewed her request to cancel her vehicle service contract.

Pursuant to the cancellation process, the dealership or FWS is ultimately responsible for forwarding the funds directly to the lienholder, if applicable. If the lien has been satisfied,or if there is no lien, the funds would be paid directly to the contract holder.

FWS is in receipt of *** ******* cancellation form and a copy of her contract. However, we are still awaiting a statement from her lienholder indicating that the dealer has not already provided credit for the cancellation to the lienholder. Once this information is received, we will process the cancellation, which will be effective on the date in which the cancellation request was originally made and issue the pro-rata 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 *** ******.

Should *** ****** have any questions; she may contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr.Paralegal
Customer Answer
Date: 02/21/2025

Complaint: 22841831

I am rejecting this response because:
The lien holder cancellation department is in contact with you. I have already signed the refund release to them.
Please call them, I believe youre misinformed.
Sincerely,

****** ******** ******
Business Response
Date: 03/07/2025

WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

March 7, 2025

Better Business Bureau
*********************************************************;
******************************;

RE:       ****** ******** Vieira
Contract No. P00018856715
Complaint ID: ********

To Whom It May Concern:

I am responding to your follow-up letter regarding the complaint filed by Ms. ****** ******** ****** with Fidelity Warranty Services,Inc. (FWS).

Upon receipt of your follow-up letter, FWS proceeded to process the cancellation for this contract with an effective date of December 7, 2024, and with ****** miles. Pursuant to the terms of the contract, the pro-rata refund in the amount of $217.20 will be forwarded to the lienholder, Global Lending Services, in the upcoming week.

Should Ms. ****** have any questions; she may contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr.Paralegal
Customer Answer
Date: 03/07/2025

Complaint: 22841831

I am rejecting this response because:
That was not what was requested. My car reached the mileage in mid 2023.
Proof of mileage was already sent to you.
Please adjust your prorate calculations.
Sincerely,

****** ******** ******
Business Response
Date: 03/22/2025
WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

March 22, 2025

Better Business Bureau
**************************************************;
******************************;

RE:      ****** ******** Vieira
Contract No. P00018856715
Complaint ID: ********

To Whom It May Concern:

I am responding to your follow-up letter regarding the complaint filed by Ms. ****** ******** ****** with Fidelity Warranty Services,Inc. (FWS).

Upon receipt of your follow-up letter, FWS reviewed the cancellation form for the above-referenced contract provided by Ms. ****** and dated December 7,2024. The cancellation was processed on March 7, 2025, with an effective date of December 7, 2024, and ****** miles. Pursuant to the terms of the contract, a pro-rata refund in the amount of $217.20 was forwarded to the lienholder, Global Lending Services, on March 10, 2025.

We trust this letter has answered any questions that Ms. ****** had regarding this matter. Should she have any additional questions, she may contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr.Paralegal
Business Response
Date: 03/24/2025
WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

March 22, 2025

Better Business Bureau
*********************************************************;
******************************;

RE:      ****** ******** Vieira
Contract No. P00018856715
Complaint ID: ********

To Whom It May Concern:

I am responding to your follow-up letter regarding the complaint filed by Ms. ****** ******** ****** with Fidelity Warranty Services, Inc. (FWS).

Upon receipt of your follow-up letter, FWS reviewed the cancellation form for the above-referenced contract provided by Ms. ****** and dated December 7, 2024. The cancellation was processed on March 7, 2025, with an effective date of December 7, 2024, and ****** miles. Pursuant to the terms of the contract, a pro-rata refund in the amount of $217.20 was forwarded to the lienholder, Global Lending Services, on March 10, 2025.

We trust this letter has answered any questions that Ms. ****** had regarding this matter. Should she have any additional questions, she may contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr. Paralegal
Business Response
Date: 03/25/2025
3/22/2025

WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************

March 22, 2025

Better Business Bureau
***************************
*************************

RE: ****** ******** ******

Contract No. P00018856715
Complaint ID: ********

To Whom It May Concern:

I am responding to your follow-up letter regarding the complaint filed by Ms. ****** ******** ****** with Fidelity Warranty Services, Inc. (FWS).

Upon receipt of your follow-up letter, FWS reviewed the cancellation form for the above-referenced contract provided by Ms. ****** and dated December 7, 2024. The cancellation was processed on March 7, 2025, with an effective date of December 7, 2024, and ****** miles. Pursuant to the terms of the contract, a pro-rata refund in the amount of $217.20 was forwarded to the lienholder, Global Lending Services, on March 10, 2025.

We trust this letter has answered any questions that Ms. ****** had regarding this matter. Should she have any additional questions, she may contact me at the telephone number listed above.

Sincerely,
/S
***** K. **********
Sr. Paralegal
Business Response
Date: 03/27/2025
3/22/2025

WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************

March 22, 2025

Better Business Bureau
************************************************************************************************************

RE: ****** ******** ******

Contract No. P00018856715
Complaint ID: ********

To Whom It May Concern:

I am responding to your follow-up letter regarding the complaint filed by Ms. ****** ******** ****** with Fidelity Warranty Services, Inc. (FWS).

Upon receipt of your follow-up letter, FWS reviewed the cancellation form for the above-referenced contract provided by Ms. ****** and dated December 7, 2024. The cancellation was processed on March 7, 2025, with an effective date of December 7, 2024, and ****** miles. Pursuant to the terms of the contract, a pro-rata refund in the amount of $217.20 was forwarded to the lienholder, Global Lending Services, on March 10, 2025.

We trust this letter has answered any questions that Ms. ****** had regarding this matter. Should she have any additional questions, she may contact me at the telephone number listed above.

Sincerely,
/S
***** K. **********
Sr. Paralegal
Initial Complaint
Date:01/21/2025
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.
When we purchased our vehicle through ******, we elected to get MaxCare warranty to cover any issues with the vehicle that aren't due to normal wear and tear. In September of 2024, our check engine light came on. I called ************************* to try and set up an appointment. I was told that they were booked up and couldn't schedule me any time soon and suggested that I call a different service department that accepted *******. I booked an appointment with ***** ******. They were able to confirm that the issue was due to an air flow meter needing replacement. We also confirmed that the repair was covered by MaxCare. The team members at ***** ****** struggled to get ahold of a ******* representative to receive payment for the repair. At one point, a ***** ****** team member got ahold of someone at *******, but was told that they couldn't help because it was the end of their shift. ***** ****** was unable to get resolution by the time the vehicle was ready for pick up. As a result, I paid the full amount of the repairs when I picked up the vehicle. Since the beginning of October 2024, my husband and I have been trying to get reimbursement from ******* for the cost of the repair ($665.52). We've spoken to them on the phone multiple times. We've emailed them copies of the invoice and confirmation that we paid the bill in full, and they have still not reimbursed us. They are claiming that despite the documentation we've provided, they need to speak to a representative from *****************. ******* made one attempt to call ***** ****** on December 20th and have not done anything more since that time.
Business Response
Date: 02/12/2025
WRITER'S DIRECT LINE: ?************
WRITER'S DIRECT FAX: ?************

February 12, 2025

Better Business Bureau
***************************
*************************

RE:      **** ******/******** ********
            Contract No.: P00016905334
            Complaint ID: ********

To Whom It May Concern:

I am responding to your recent letter regarding the claim filed by Mr. ******** ******** and Ms. **** ****** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and vehicle service contract coverage.

Ms. ****** and Mr. ********* claim was first reported to *** on September 25, 2024, regarding the replacement of the mass air flow sensor in their vehicle. At the time, *** provided the authorization for the replacement of the mass air flow sensor to the repair facility.

On October 15, 2024, FWS was notified by Ms. ****** and Mr. ******** that they paid out of pocket for the repair and rental and thus were now seeking reimbursement. They were asked to forward the paid repair receipts and the rental invoice for review. On December 17, 2024, *** received the documents from the customers.

After careful review, FWS provided a one-time reimbursement to Ms. ****** and Mr. ********* in the amount of $911.00 for the rental and repair, less a $50.00 deductible. We trust that this matter was resolved to Ms. ****** and Mr. ********* satisfaction as FWS values them as customers.

Should you have any questions, please feel free to contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr. Paralegal
Customer Answer
Date: 03/06/2025

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:01/13/2025
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 was told by Fidelity warranty that I would not have to pay for an oil change. However, when I went to the Chrysler dealership in *******, **********, I was charged $80 that they said I had to pay Fidelity, informed us that they were going to investigate and get back to us, but they never did. My oil change was on January 22nd, 2024. And we are.Still waiting to hear from you guys even though we did email to ask what is going on to be ignored.
Business Response
Date: 01/16/2025
WRITERS DIRECT LINE:          *************
WRITERS DIRECT FAX:           **************

January 16, 2025

Better Business Bureau
***************************
*************************

RE:     **** ****
            Complaint ID:  ********

To Whom It May Concern:

Fidelity Warranty Services, Inc. (FWS) received the complaint filed by Ms. **** **** 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. Paralegal

Customer Answer
Date: 01/16/2025
This is part of a bank statement showing I had to pay ***** for an oil change to Chryselr when I am suppose to get them free.
Customer Answer
Date: 01/17/2025

Complaint: 22806640

This is part of a bank statement showing I had to pay ***** for an oil change to Chryselr when I am suppose to get them free.

Sincerely,

**** ****
Business Response
Date: 01/24/2025
WRITER'S DIRECT LINE: ?************
WRITER'S DIRECT FAX: ?************

January 24, 2025

Better Business Bureau
***************************
*************************

RE: ?**** ****/******* ****-Contract No.: P00022801618
         Complaint ID: ********

To Whom It May Concern:

I am responding to your recent letter to Fidelity Warranty Services, Inc. (FWS) regarding *** and Mrs. ***** vehicle maintenance contract.

***and Mrs. **** first contacted *** on January 23, 2024, inquiring about their contract coverage as it related to a maintenance service which was performed on their vehicle. On January 26, 2024, a claims analyst verified that the maintenance performed on *** and Mrs. ***** vehicle was performed at a participating dealership. Thus, the applicable claim would be covered under the contract, less state and local taxes, and subject to the required documentation being provided to ***.

On January 23, 2025, FWS obtained a copy of the required paid repair receipt and processed the refund for the subject maintenance. A refund check in the amount of $89.90 will be forwarded to *** And Mrs. ****.

We trust that this matter was resolved to ***and Mrs. ***** satisfaction as FWS values them as customers. Should you have any questions, please contact me at the telephone number listed above.

Sincerely,

***** K. **********
Sr. Paralegal
Initial Complaint
Date:01/10/2025
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.
Started on Dec 20, 2024. While traveling from *** to **. my truck broke down in ********, **. I made it to *** ***** Chevrolet where the truck is currently. Upon inspection by the dealer they found a defective water pump and leaking exhaust manifold gasket and due to the amount of metal shavings on the dipstick of the transmission they deemed the truck unsafe to drive and stated that the transmission need to be replaced. Fidelity Warranty Services approved everything except the transmission. They sent out an inspector who determined that there needed to be further investigation to determine the extent of damage to the transmission. When the dealer removed the transmission pan they found more metal shavings and large pieces of metal laying in the pan. Three weeks have gone by and the warranty company is still looking for a reason to decline the repair. After researching Fidelity reviews I found approx. 200 negative reviews that are almost exactly the same issues I am having with them.
Business Response
Date: 01/21/2025

WRITER'S DIRECT LINE: ?************
WRITER'S DIRECT FAX: ?************

January 21, 2025

Better Business Bureau
*********************************************************;
******************************;

RE:    ****** Smith
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 *** has numerous records with that name and 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 retail installment agreement related to the purchase of this Vehicle. 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 above-listed address or via the facsimile number listed above. Should you have any questions, please contact me at the telephone number listed above.

Sincerely,
/S

***** *. Beausejour
Sr. Paralegal

Customer Answer
Date: 01/22/2025
I have received the email from Fidelity requesting the contract number and vehicle number for my complaint. While I find this disturbing I will fax the information today to the fax number they provided. As much activity this complaint has had with Fidelity staff members I can not believe they couldn't find my information. To me, this just another way they use to aggravate people in hopes they just give up. I am sending you this email so when they come back and say they never received my info that this will be my proof of sending the fax. Thank you!!
Customer Answer
Date: 01/22/2025
I tried to send, via fax number provided from Fidelity Warranty, the contract number and vehicle number that Fidelity requested and the fax number failed and when I tried to call I was immediately sent to the voice mail for the Fidelity representative. I did leave a voicemail message with the requested information. Will see if I get any response. I will continue to document with BBB all attempts to get a response from Fidelity. I am not holding my breath due to the large number of BBB complaints on Fidelity that show pretty much what everybody has to put up with when filing a complaint. Thanks
Customer Answer
Date: 01/24/2025

Complaint: 22794786

I have received the email from Fidelity requesting the contract number and vehicle number for my complaint. While I find this disturbing I will fax the information today to the fax number they provided. As much activity this complaint has had with Fidelity staff members I can not believe they couldn't find my information. To me, this just another way they use to aggravate people in hopes they just give up. I am sending you this email so when they come back and say they never received my info that this will be my proof of sending the fax.

I tried to send, via fax number provided from Fidelity Warranty, the contract number and vehicle number that Fidelity requested and the fax number failed and when I tried to call I was immediately sent to the voice mail for the Fidelity representative. I did leave a voicemail message with the requested information. Will see if I get any response. I will continue to document with BBB all attempts to get a response from Fidelity. I am not holding my breath due to the large number of BBB complaints on Fidelity that show pretty much what everybody has to put up with when filing a complaint. Thanks
Business Response
Date: 01/29/2025

WRITER'S DIRECT LINE:************
WRITER'S DIRECT FAX:************

January 29, 2025

Better Business Bureau
*********************************************************;
******************************;

RE: ****** *****-Contract No. P00080548828
Complaint ID No. ********

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 mechanical failure service contract.

A repair facility contacted FWS on December 20, 2024, regarding numerous reported issues with Mr. ****** vehicle. The repair facility performed diagnosis on the vehicle and determined that the transmission, exhaust manifold, and water pump needed to be replaced. At the time, FWS scheduled an inspection to determine the cause of the problem.

The first inspection was performed on Mr. ****** vehicle on December 27, 2024. The inspection confirmed that the water pump was seized, the bearing had excessive play, the exhaust manifold gasket was leaking, and that there was also a broken belt missing. However, they were unable to verify the failure of the transmission. As such, the *** claims analyst determined that another inspection would be needed to identify the cause of the problem.

On January 2, 2025, the assistant service manager reported to *** that after the water pump had been removed, more damage was identified in Mr. ****** vehicle.

A second inspection was performed on Mr. ****** vehicle on January 9, 2025. The inspector test drove the vehicle at highway speed and verified a slight hesitation. The inspection also revealed metal particles on the dipstick, and clutch particles on the transmission pan. The inspection verified the failure to the transmission. On January 21, 2025, *** authorized and paid $7,887.89 to the repair facility for Mr. ****** claims.

We trust that this matter was handled to Mr. ****** satisfaction, as FWS values him as a customer. Should Mr. ***** have any questions regarding this matter, he may contact the undersigned, at the telephone number listed above.

Sincerely,
/S

***** Beausejour
Sr. Paralegal

Customer Answer
Date: 02/01/2025

Complaint: 22794786

I am rejecting this response because: Even though the truck was repaired I had to pay to flush the cooling system and I had to pay for some of the work FWS required to determine the transmission was in need of replacement. The coolant system needed to be flushed due to the failure of the water pump and on DEC 20, 2024 the ** CERTIFIED MECHANIC diagnosed the transmission to be defective and the truck was unsafe to drive. *** refused to accept his PROFESSIONAL diagnosis and spent three weeks having the mechanic do different things to the transmission none of which changed his decision. I had to pay $380.00 and the $500 deductible for the repairs. If *** had not tried everything they could to get out of replacing the transmission I would not have been without my truck for a month. I also had to pay for a rental car on DEC 20th because Enterprise could not get me a car under the warranty until DEC 26, 2024. This was another $599.00 I had to pay because *** kept dragging their feet trying to find a way so as to not pay for the transmission. I found over 200 complaints on Consumer Reports and several complaints on the BBB website about *** doing the exact same thing to several other customers. Hopefully ** will review their dealings with *** and stop selling their extended warranties. I feel that I am entitled to the $380 repair charges I had to pay and $300 that *** said they would allow me for a rental car for 10 days which of course was not long enough due to FWS dragging this repair out for a month. All of this could have been avoided if FWS had not implied the ** mechanic was wrong. When I talked with ** and the dealer where I bought the truck and warranty they both agreed that the CERTIFIED ** mechanics decision should have been sufficient and the truck should have been repaired as per his diagnosis right away.

Sincerely,

****** *****
Business Response
Date: 02/20/2025
WRITER'S DIRECT LINE:************
WRITER'S DIRECT FAX:************

January 29, 2025

Better Business Bureau
*********************************************************;
******************************;

RE: ****** *****-Contract No. P00080548828
Complaint ID No. ********

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 mechanical failure service contract.

A repair facility contacted FWS on December 20, 2024, regarding numerous reported issues with Mr. ****** vehicle. The repair facility performed diagnosis on the vehicle and determined that the transmission, exhaust manifold, and water pump needed to be replaced. At the time, FWS scheduled an inspection to determine the cause of the problem.

The first inspection was performed on Mr. ****** vehicle on December 27, 2024. The inspection confirmed that the water pump was seized, the bearing had excessive play, the exhaust manifold gasket was leaking, and that there was also a broken belt missing. However, they were unable to verify the failure of the transmission. As such, the *** claims analyst determined that another inspection would be needed to identify the cause of the problem.

On January 2, 2025, the assistant service manager reported to *** that after the water pump had been removed, more damage was identified in Mr. ****** vehicle.

A second inspection was performed on Mr. ****** vehicle on January 9, 2025. The inspector test drove the vehicle at highway speed and verified a slight hesitation. The inspection also revealed metal particles on the dipstick, and clutch particles on the transmission pan. The inspection verified the failure to the transmission. On January 21, 2025, *** authorized and paid $7,887.89 to the repair facility for Mr. ****** claims.

We trust that this matter was handled to Mr. ****** satisfaction, as FWS values him as a customer. Should Mr. ***** have any questions regarding this matter, he may contact the undersigned, at the telephone number listed above.

Sincerely,

/S

***** Beausejour
Sr. Paralegal

Business Response
Date: 02/21/2025
WRITER'S DIRECT LINE:************
WRITER'S DIRECT FAX:************

January 29, 2025

Better Business Bureau
********************************;
******************************;

RE: ****** *****-Contract No. P00080548828
Complaint ID No. ********

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 mechanical failure service contract.

A repair facility contacted FWS on December 20, 2024, regarding numerous reported issues with Mr. ****** vehicle. The repair facility performed diagnosis on the vehicle and determined that the transmission, exhaust manifold, and water pump needed to be replaced. At the time, FWS scheduled an inspection to determine the cause of the problem.

The first inspection was performed on Mr. ****** vehicle on December 27, 2024. The inspection confirmed that the water pump was seized, the bearing had excessive play, the exhaust manifold gasket was leaking, and that there was also a broken belt missing. However, they were unable to verify the failure of the transmission. As such, the *** claims analyst determined that another inspection would be needed to identify the cause of the problem.

On January 2, 2025, the assistant service manager reported to *** that after the water pump had been removed, more damage was identified in Mr. ****** vehicle.

A second inspection was performed on Mr. ****** vehicle on January 9, 2025. The inspector test drove the vehicle at highway speed and verified a slight hesitation. The inspection also revealed metal particles on the dipstick, and clutch particles on the transmission pan. The inspection verified the failure to the transmission. On January 21, 2025, *** authorized and paid $7,887.89 to the repair facility for Mr. ****** claims.

We trust that this matter was handled to Mr. ****** satisfaction, as FWS values him as a customer. Should Mr. ***** have any questions regarding this matter, he may contact the undersigned, at the telephone number listed above.

Sincerely,

/S

***** Beausejour
Sr. Paralegal
Customer Answer
Date: 02/21/2025
After reading the *** response I see that they did not address the facts that the transmission diagnosis never changed from the December 20, 2024 inspection performed by the ** certified technician. However they continued asking for outside inspections that also did not change the diagnosis done on December 20, 2024. I strongly feel this was an attempt by *** to find something so they could deny this repair. They finally did approve the repair but it took a month to complete due to *** dragging their feet. In the response they also failed to address my request for reimbursement for expenses I incurred due to *** not responding in a timely manner. Hundreds of *** complaints on social media mention the same problems I encountered. ** had no responsibility in this matter however after reviewing my complaint they awarded me with ****** GM AWARD points that can be used for repairs or maintenance on this vehicle. The selling dealer did stay in constant contact with me as they believed "this reflects bad for our dealership because we sold the extended warranty". The repair dealership changed the oil at no cost to me. The ******************************** responded to my complaint saying the home office for *** is in ******** therefore they could not assist me any further. However they did feel as though my complaint has merit and they forwarded all the information to the ************************* for further investigation. I still have approx. 2.5 years of warranty remaining on this vehicle with the warranty from ***. Reimburse me for the expenses I requested in the previous email and I will go away as long as I don't encounter the same treatment on any further warranty issues with ***.
Customer Answer
Date: 02/21/2025

Complaint: 22794786

fter reading the *** response I see that they did not address the facts that the transmission diagnosis never changed from the December 20, 2024 inspection performed by the ** certified technician. However they continued asking for outside inspections that also did not change the diagnosis done on December 20, 2024. I strongly feel this was an attempt by *** to find something so they could deny this repair. They finally did approve the repair but it took a month to complete due to *** dragging their feet. In the response they also failed to address my request for reimbursement for expenses I incurred due to *** not responding in a timely manner. Hundreds of *** complaints on social media mention the same problems I encountered. ** had no responsibility in this matter however after reviewing my complaint they awarded me with ****** ** AWARD points that can be used for repairs or maintenance on this vehicle. The selling dealer did stay in constant contact with me as they believed "this reflects bad for our dealership because we sold the extended warranty". The repair dealership changed the oil at no cost to me. The ******************************** responded to my complaint saying the home office for *** is in ******** therefore they could not assist me any further. However they did feel as though my complaint has merit and they forwarded all the information to the ************************* for further investigation. I still have approx. 2.5 years of warranty remaining on this vehicle with the warranty from ***. Reimburse me for the expenses I requested in the previous email and I will go away as long as I don't encounter the same treatment on any further warranty issues with ***
Sincerely,

****** *****
Business Response
Date: 03/05/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

March 5, 2025

Better Business Bureau
***************************
*************************

RE:      ****** *****-Contract No. P00080548828
            Complaint ID No. ********

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 Mr. ****** additional statements provided with the follow-up letter and his mechanical failure service contract.

Upon receipt of Mr. ****** rebuttal, FWS performed a thorough review of Mr. ****** claim. According to the relevant vehicle diagnostic software, water pump replacement does not require a coolant flush. Instead,the only requirements are to drain the coolant before removing the water pump and to refill the coolant after the replacement is performed. Therefore, the coolant flush is not covered under the terms of Mr. ****** contract as it is not required for the pump replacement.

Second, at the time of the repair, FWS requested that the repair facility first perform the water pump replacement, since the vehicle could not be test-driven during the initial inspection, due to a seized water pump and a broken belt. Therefore, the inspector was unable to replicate the customers drivability concerns without conducting a test drive with the repair technician.

Finally, *** reviewed the authorized rental amount provided to Mr. ***** during the claim process. After a thorough review,FWS extended the term of Mr. ****** rental. Therefore, we are requesting that Mr. ***** forward the paid rental receipt to FWS for processing.

We trust that this matter will be handled to Mr. ****** satisfaction, as FWS values him as a customer. Should he have any questions regarding this matter, he may contact the undersigned, at the telephone number listed above.

Sincerely,
/S

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

Customer Answer
Date: 03/13/2025
Attached you will find the receipt for the car I had to rent on Dec. 20, 2024 to drive from ********, ** to ********. In regards to the flushing of the coolant system, I spoke with 3 different mechanics that do agree that under normal breakdown of the water pump does not require flushing of the system. However, when the water pump comes apart internally it will spread debris through the system and then a flush of the coolant system is required. My water pump disintegrated internally and therefore would have required flushing to prevent future blockage in the radiator. Thank you.
Customer Answer
Date: 03/14/2025

Complaint: 22794786

Attached you will find the receipt for the car I had to rent on Dec. 20, 2024 to drive from ********, ** to ********. In regards to the flushing of the coolant system, I spoke with 3 different mechanics that do agree that under normal breakdown of the water pump does not require flushing of the system. However, when the water pump comes apart internally it will spread debris through the system and then a flush of the coolant system is required. My water pump disintegrated internally and therefore would have required flushing to prevent future blockage in the radiator. Thank you.

Sincerely,

****** *****
Business Response
Date: 04/02/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

April 2, 2025

Better Business Bureau
***************************
*************************

RE:      ****** ***** and ****** *****-Contract No. P00080548828
            Complaint ID No. ********

To Whom It May Concern:

I am responding to your follow-up letter regarding the complaint filed by Mr. ****** ***** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the additional statements which were provided by Mr. ************

The water pump replacement was a covered repair pursuant to the terms of the vehicle service contract. However, the authorized repair of replacing the water pump system does not require a coolant flush as part of the repair process. While we understand that the dealership may have recommended a coolant flush to Mr. ****** only draining of coolant prior to replacement and refilling after the replacement is required as part of the water pump replacement process. While the vehicle service contract does provide for the replacement of necessary fluids in connection with a covered repair, it does not provide for maintenance services such as a coolant flush. Further, a coolant flush is not a covered mechanical breakdown pursuant to the terms of the vehicle service contract. Therefore, FWS will not be providing reimbursement for the coolant flush for the water pump repair.

Based on the rental documents received from Mr. ****** *** has authorized two days of rental at $40.00 per day. A check in the amount of $80.00 is being forwarded to Ms. ****** ***** (the named contract holder).

Should the Smiths have any additional questions regarding this matter, they may contact the undersigned, at the telephone number listed above.

Sincerely,
/S

***** **********
Sr.Paralegal
Customer Answer
Date: 04/03/2025
I sent a car rental receipt for approx $599.00. The day of the breakdown *** authorized 10 days rental at $30.00 per day. Where did the $80.00 come from? WHATEVER!!!! I am done fighting with a company that does not care about their customers only their bottom line. I still have 5.5 years or the remainder of the mileage warranty approved at time of purchase. IF I have another claim I will send it to my lawyer first!!!!!!!!!!!!!!! Any more response from me will be on social media.
Customer Answer
Date: 04/04/2025

Complaint: 22794786

I sent a car rental receipt for approx $599.00. The day of the breakdown *** authorized 10 days rental at $30.00 per day. Where did the $80.00 come from? WHATEVER!!!! I am done fighting with a company that does not care about their customers only their bottom line. I still have 5.5 years or the remainder of the mileage warranty approved at time of purchase. IF I have another claim I will send it to my lawyer first!!!!!!!!!!!!!!! Any more response from me will be on social media.
Sincerely,

****** *****
Business Response
Date: 04/10/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

April 10, 2025

Better Business Bureau
************************************************************************************************************

RE:     ****** ***** and ****** *****-Contract No. P00080548828
Complaint ID No. ********

To Whom It May Concern:

I am responding to the most recent correspondence filed by *** ****** ***** with Fidelity Warranty Services, Inc. (FWS).

Please note that the $80.00 rental reimbursement provided is based on the rental documents received from *** ****** which indicated a rental period of two (2)days; specifically, December 20, 2024, through December 22, 2024. Please refer to the section of *** ****** contract titled, Alternate Transportation which states:

ALTERNATE TRANSPORTATION:In the event YOUR covered vehicle cannot be repaired within the same day, WE will reimburse YOU up to a maximum of $40 per day for ten (10) days for the cost of alternate transportation incurred if required for a covered repair. ALTERNATE TRANSPORTATION coverage includes reimbursement for public transportation, rental car services or rideshare services using a legal business entity. YOU are responsible for obtaining a rental car or rideshare service from a licensed rental car agency,authorized dealer or an authorized rideshare service provider. ALTERNATE TRANSPORTATION COVERAGE IS NOT PROVIDED FOR PARTS DELAY, SHOP SCHEDULING OR FOR WORK NOT COVERED BY THIS SERVICE CONTRACT. YOU MUST RECEIVE PRIOR AUTHORIZATION FOR ALTERNATE TRANSPORTATION. REIMBURSEMENT IS LIMITED TO DOWNTIME REPAIRS AND ENDS ON THE DATE OF REPAIR COMPLETION OR AFTER TEN (10) DAYS, WHICHEVER OCCURS FIRST.

Based on the provision above, *** authorized two days of rental at $40.00 per day,pursuant to the terms of the contract, and a check in the amount of $80.00 was forwarded to Ms. ****** ***** (the named contract holder). Should *** or Ms. ***** have additional rental receipts for rental expenses incurred during the time their vehicle was being repaired, they may submit them to *** for review of eligibility for reimbursement, pursuant to the terms and conditions of the contract.

We hope this addresses *** ****** question regarding the check received. Should you have any questions, please feel free to contact me at the telephone number listed above.

Sincerely,

***** **********
Sr.Paralegal
Initial Complaint
Date:01/07/2025
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.
On November 2, 2024, I purchased a used car and the extended mechanical failure service contract. On or about December 30, 2024, **************** filed a warranty claim on my behalf for an electrical wiring harness. On January 7, I followed up with the Dealership on the status of my repair. They notified me that Fidelity warranty services stated it is a cover repair but refuses to authorize the repair due to the problem not being replicated. I have spoken to Fidelity warranty services between December 30 and January 7, 2025. I was also notified that they had not declined the repair, but it must be replicated. My car has been at the same service shop over 30 days. I am frustrated that Ive been without a car for over 30 days and Im paying for a warranty service that is being declined even though its being repaired by an authorized provider.
Business Response
Date: 01/17/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

January 17, 2025

Better Business Bureau
***************************
*************************

RE:      ***** *******-Contract No: P00081375414
            Complaint ID: ********

To Whom It May Concern:

I am responding to your letter regarding the recent vehicle service contract 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. ******* first contacted *** on November 29, 2024, regarding his vehicle breaking down in ********. At the time, he was informed of the Travel Breakdown coverage provided under the terms of his contract and that he should tow the vehicle to the nearest ****** dealership for repair.

On December 2, 2024, Mr. ******* contacted *** inquiring about the amount of towing coverage allotted under the terms of the contract and having the vehicle towed to **************. He was informed of the Roadside Assistance coverage provided under the terms of his vehicle service contract in the amount of $100.00 for mechanical disablement.

On December 4, 2024, Mr. ******* called FWS and was advised to ask the repair facility to contact *** regarding the failed part and cause of failure prior to commencing any repairs on the vehicle.He was also informed of the general contract coverage, travel expenses, and the term of the contract.

On December 23, 2024, the repair facility contacted *** to initiate the claim and an inspection was dispatched to verify the failed part and cause of failure.

On December 26, 2024, an inspection was performed on the vehicle. The inspection did not reveal any failures or drivability issues associated with Mr. ******* vehicle.

On January 8, 2025, the repair facility contacted *** to discuss Mr. ******* claim. The repair facility indicated that the vehicle engine light had code P01118, which was consistently lighting up. The repair facility indicated that a Tech Line case was commenced and recommended replacement of the harness. *** authorized the replacement of the harness.

We trust that this matter was resolved to Mr. ******* satisfaction, as FWS values him as a customer. Should Mr. ******* have any questions, he may contact me at the telephone number listed above.

Sincerely,
/S
***** K. **********
Sr. Paralegal
Customer Answer
Date: 01/17/2025

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:01/03/2025
Type:Product 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.
I purchased a *** from this building for my vehicle. Shortly after purchasing I decided to cancel coverage and requested return of the premium. Full return was part of the *** agreement, with no offsets or charges. This termination was sent in in October 2024. I received an email acknowledging that they had received the termination forms. It is now several months later and while I did receive confirmation from the car dealer that the forms were filed satisfactorily to this business and that a check will be sent to me, I have RECEIVED NOTHING in several months. I have tried calling them and they say it takes time. They did say a check was mailed in December. I do not believe them. They said I would have to wait another 30 days to get a replacement check. This business is a scam. If they take this long to pay back account holders how the heck to they pay for collision damage. I would give this business a F- grade with a caveat emptor notification.
Business Response
Date: 01/06/2025

WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

January 6, 2025

Better Business Bureau
***************************
*************************

RE:      ****** *******
Complaint ***********

To Whom It May Concern:

I am responding to your letter regarding the complaint filed Mr. ******* against Fidelity Warranty Services, Inc. (FWS).

Please be advised that *** is unable to locate Mr. ******** contract with the limited information provided. Therefore, it would greatly assist us if Mr. ******* could forward his contract number, Vehicle Identification Number (VIN), and/or a copy of his retail installment agreement 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,
/S

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

Customer Answer
Date: 01/06/2025
VPP is P00081346400
Kindly send to them.

Customer Answer
Date: 01/08/2025
I provided the contract number. Has it been provided to them?
Customer Answer
Date: 01/08/2025

Complaint: 22764150

VPP is P00081346400
Kindly send to them.

Sincerely,

****** *******
Business Response
Date: 01/27/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

January 27, 2025

Better Business Bureau
*****************************
*************************

RE:      ****** *******-Contract No. P00081346400
Complaint ID: ********

To Whom It May Concern:

I am responding to your letter regarding the complaint filed by Mr. ****** ******* concerning his request to cancel the above referenced Road Hazard Tire contract with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr.******** request, as set forth below.

Mr. ******** Road Hazard Tire contract was cancelled on January 13, 2025, with an effective date of November 25, 2024. The full refund in the amount of $1,951.00 was forwarded to Mr. ******* via regular mail on January 14, 2025, pursuant to the provisions of his contract.

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. Paralegal

Customer Answer
Date: 02/11/2025

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:12/30/2024
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.
My vehicle that I am currently paying on stopped working on December 14th. & my warranty expired the next day per my warranty paperwork The dealership is stating the mechanical problem of my engine seizing as they claim is the issue is not covered because the warranty expired. But the vehicle stopped working literally the day before. So they are trying to charge me thousands of dollars out of pocket.
Customer Answer
Date: 12/27/2024
Im not sure if my complaint should be about the warranty company not the dealership. The warranty company is Fidelity warranty services @ ********************************************************* Their phone number is **************. I just spoke to them as well and they said if the claim wasnt in from the place, I brought the car to by the expiration date thats why its not covered, but my car died on the day of the expiration so Im not sure if theres anything I can do
Business Response
Date: 01/16/2025
WRITERS DIRECT LINE:          *************
WRITERS DIRECT FAX:           **************

January 16, 2025

Better Business Bureau
***************************
*************************

RE:     ****** *****
            Complaint ID:  ********

To Whom It May Concern:

Fidelity Warranty Services, Inc. (FWS) received the complaint filed by Ms. ****** ***** 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. Paralegal

Business Response
Date: 01/24/2025
see attachment
Customer Answer
Date: 01/27/2025

Complaint: 22736655

I am rejecting this response because:

Sincerely,

****** *****
Initial Complaint
Date:12/30/2024
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.
I bought an extended warranty from this company through and now I have sold the car on 12/13/2024. Same day I filled out a cancellation form on my dashboard for this company and I received a notification that the cancellation form was submitted. Until this moment they have not cancel the plan, and I contacted their customer support (********) and they provided zero help, they said I just have to wait. I am a customer and when I need to cancel the plan, it should as simple as when I subscribed.
Business Response
Date: 01/16/2025

WRITERS DIRECT LINE:          **************
WRITERS DIRECT FAX:           *************

January 16, 2025

Better Business Bureau
***************************
*************************

RE:     ** ******* *******
Complaint ID:  ********

To Whom It May Concern:

Fidelity Warranty Services, Inc. (FWS)received 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.Paralegal

Business Response
Date: 01/23/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

January 23, 2025

Better Business Bureau
***************************
*************************

RE:     ******* **********
            Contract No. P00080777949
            Your File No. 22746418

To Whom It May Concern:

I am responding to your letter regarding the complaint filed by Mr. ******* **********, in which he requests to cancel the above-referenced contract with Fidelity Warranty Services, Inc. (FWS).

******* ******* purchased a mechanical failure service contract on September 3, 2024,which he financed via the third-party Service Payment Plan (SPP). On December 13, 2024, Mr. ******* requested the cancellation of his contract. FWS processed the cancellation on January 3, 2025, with an effective date of December 13, 2024,and pursuant to the terms of the contract, a pro-rata refund was issued to SPP,as the lienholder. Upon receipt of Mr. ******** complaint, *** contacted SPP regarding the refund and learned that a check in the amount of $546.88 was issued to Mr. ******* on January 13, 2025, for the refund.

We trust that this has answered all the questions that Mr. ******* had regarding this matter. Should Mr. ******* have any additional questions regarding this matter, he should contact SPP.

Sincerely,
/S

***** K. **********
Sr.Paralegal
Business Response
Date: 01/24/2025

WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

January 23, 2025

Better Business Bureau
***************************
*************************

RE:     ******* **********
            Contract No. P00080777949
            Your File No. 22746418

To Whom It May Concern:

I am responding to your letter regarding the complaint filed by Mr. ******* **********, in which he requests to cancel the above-referenced contract with Fidelity Warranty Services, Inc. (FWS).

Mr. ** ******* purchased a mechanical failure service contract on September 3, 2024, which he financed via the third-party Service Payment Plan (SPP). On December 13, 2024, Mr. ******* requested the cancellation of his contract. FWS processed the cancellation on January 3, 2025, with an effective date of December 13, 2024, and pursuant to the terms of the contract, a pro-rata refund was issued to SPP, as the lienholder. Upon receipt of Mr. ******** complaint, *** contacted SPP regarding the refund and learned that a check in the amount of $546.88 was issued to Mr. ******* on January 13, 2025, for the refund.

We trust that this has answered all the questions that Mr. ******* had regarding this matter. Should Mr. ******* have any additional questions regarding this matter, he should contact SPP.

Sincerely,
/S

***** K. **********
Sr. Paralegal
Customer Answer
Date: 02/05/2025

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:12/30/2024
Type:Product 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.
I purchased a new *** from *** ****** *** in *********************, ******* dealer ****** on 2/17/24 and purchased the 84 month vehicle protection plan for $5,000. The vehicle was totaled by my insurance company because of hurricane ******. Ive been try since then to get a refund. I filled out all the paperwork, provided all needed information and no response. Ive tried contacting by phone, no response
Business Response
Date: 01/16/2025
WRITERS DIRECT LINE:          *************
WRITERS DIRECT FAX:           **************

January 16, 2025

Better Business Bureau
***************************
*************************

RE:     ****** *****
Complaint ID:  ********

To Whom It May Concern:

Fidelity Warranty Services, Inc. (FWS) received the complaint filed by Ms. ****** ***** 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. Paralegal

Customer Answer
Date: 01/17/2025
Is there any response to my complaint??
Business Response
Date: 01/17/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

January 17, 2025

Better Business Bureau
***************************
*************************

RE:     ****** *****
Contract No.P0078712056, P0078712053, P0078712054,
Complaint ***********

To Whom It May Concern:

I am responding to your letter regarding the cancellation of Ms. ****** ****** contracts with Fidelity Warranty Services, Inc. (FWS).

We apologize for the issues Ms. ***** encountered during the cancellation process of her contracts. Upon receipt of your letter,FWS processed the cancellations for her contracts.

The maintenance contract (Contract No. P00078712054) was cancelled on January *******, with an effective date of October 28, 2024. The pro-rata refund amount of $1,728.69 will be sent in the upcoming week, pursuant to the relevant provision of the contract.

The road hazard tire contract (Contract No. P00078712053) was cancelled on January 17, 2025, with an effective date of October 28, 2024. The pro-rata refund amount of $956.65 will be sent in the upcoming week, pursuant to the relevant provision of the contract.

The service contract (Contract No. P00078712056) was cancelled on January 17. 2025,with an effective date of October 28, 2024. The pro-rata refund amount of $2,260.30 will be sent in the upcoming week,pursuant to the relevant provision of the contract.

We trust that this matter was resolved to Ms. ******* satisfaction, as FWS values her as a custom. ***************** have any questions regarding this matter, she should feel free to contact us at the telephone number listed above.

Sincerely,
/S

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

Customer Answer
Date: 01/17/2025
I see there is no real response from the business. I want to pursue this, definitely. Its a lot of money and they owe me a refund.
thank you
****** *****
Business Response
Date: 01/21/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

January 17, 2025

Better Business Bureau
***************************
*************************

RE:      ****** *****
Contract No. P0078712056, P0078712053, P0078712054,
Complaint ***********

To Whom It May Concern:

I am responding to your letter regarding the cancellation of Ms. ****** ****** contracts with Fidelity Warranty Services, Inc. (FWS).

We apologize for the issues Ms. ***** encountered during the cancellation process of her contracts. Upon receipt of your letter, FWS processed the cancellations for her contracts.

The maintenance contract (Contract No. P00078712054) was cancelled on January 17, 2025, with an effective date of October 28, 2024. The pro-rata refund amount of $1,728.69 will be sent in the upcoming week, pursuant to the relevant provision of the contract.

The road hazard tire contract (Contract No. P00078712053) was cancelled on January 17, 2025, with an effective date of October 28, 2024. The pro-rata refund amount of $956.65 will be sent in the upcoming week, pursuant to the relevant provision of the contract.

The service contract (Contract No. P00078712056) was cancelled on January 17. 2025, with an effective date of October 28, 2024. The pro-rata refund amount of $2,260.30 will be sent in the upcoming week, pursuant to the relevant provision of the contract.

We trust that this matter was resolved to Ms. ******* satisfaction, as FWS values her as a custom. ***************** have any questions regarding this matter, she should feel free to contact us at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr. Paralegal
Customer Answer
Date: 01/22/2025

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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