ComplaintsforFidelity Warranty Services, Inc.

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Initial Complaint
05/24/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Easter weekend (Saturday) my pregnant wife and I broke down 4hrs from home and needed repairs when dealerships opened up on Monday. As a result we had to board for 2 days and had a rental for 4 days. Because we have the Platinum package and this was over 100 miles from our home my lodging (up to 100$ per night) and rental (up to $40 per day) qualify a for reimbursement.I called in nearly two months ago and was told to send receipts via email so I could be reimbursed. After 10 business days of not hearing back I called again and was told the email address doesnt exist (I read it back 4-5 times again on the first call) and that I needed to email someone else. I was told that I should only email going forward. Ive since sent 4 follow up emails to two different people, including the second person I talked to on the phone (he emailed me first so I know he received my response) and have not received any response. Its now been nearly 2 months and ** still chasing down reimbursement of ~$400 and a **** response.Please wire or send a check for reimbursement immediately to rectify this complaint.
Business response
06/07/2024
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

June 7, 2024

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

RE:     *************************
Contract No: P00078942911
Complaint ID: ********

To Whom It May ********

Fidelity Warranty Services, Inc. (FWS) received your letter regarding the above referenced matter.

I am 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

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

Business response
06/13/2024
WRITER'S DIRECT LINE:                ************
WRITER'S DIRECT FAX:                 ************

June 13, 2024

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

RE:       *************************;
Contract No. 70465283
Complaint ID: ********

To Whom it May ***************** am responding to your recent letter, regarding the complaint filed by the above referenced customer against ******************, (FWS). I have carefully reviewed the details of Mr.****** claim and the contract coverage.

According to our records, a reimbursement check in the amount of $589.03 was processed on June 4, 2024, in relation to Mr. ****** authorized fuel injector claim. This amount includes five (5) days of a rental vehicle at forty dollars ($40) per day and $389.03 towards incurred lodging expenses. ************** should receive the check within approximately ten (10) business days from the date of this correspondence.

We apologize for the delay and trust that this matter has now been resolved to Mr.****** satisfaction as FWS values him as a customer. Should you have any questions, please feel free to contact me at **************.

Sincerely,

*********************************
Sr.Litigation Paralegal
Business response
06/13/2024

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

June 13, 2024

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

RE:       *************************;
Contract No. 70465283
Complaint ID: ********

To Whom it May ***************** am responding to your recent letter, regarding the complaint filed by the above referenced customer against ******************, (FWS). I have carefully reviewed the details of Mr. ****** claim and the contract coverage.

According to our records, a reimbursement check in the amount of $589.03 was processed on June 4, 2024, in relation to Mr. ****** authorized fuel injector claim. This amount includes five (5) days of a rental vehicle at forty dollars ($40) per day and $389.03 towards incurred lodging expenses. ************** should receive the check within approximately ten (10) business days from the date of this correspondence.

We apologize for the delay and trust that this matter has now been resolved to Mr. ****** satisfaction as FWS values him as a customer. Should you have any questions, please feel free to contact me at **************.

Sincerely,

**********************************
Sr. Litigation Paralegal
Initial Complaint
05/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased an extended warranty for a wheelchair van from ************************* from FIDELITY WARRANTY SERVICES, INC.I have been driving the vehicle everyday since 10/2020. There has been several issues with the vehicle, and either the factory or extended warranty has covered it. Currently my vehicle is at the dealer and they are saying it needs a new transmission. Fidelity is denying my claim, because they are saying this is a commercial vehicle. There is signage on my van from when I was using it to advertise a company that is no longer in business and hasnt been since 2021. I removed their name and phone number off, but left the rest bc it was easier. This signage has been on the vehicle for 3.5 years, now they are saying they cant cover due to this. I have used this van for family members that are wheelchair bound, and cant get into standard cars. This was the reason I purchased the van. Now they are denying my claim for it. After reviewing my contract it doesnt have anything in the exclusions about signage. Their new contract say taxi, shuttle use but that contract is from *********************************** 2020. I only use this vehicle to transport family/friends around.
Business response
05/30/2024
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

May 30, 2024

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

RE:     *************************
Contract No: 44580049
Complaint ID: ********

To Whom It May ********

Fidelity Warranty Services, Inc. (FWS) received your letter regarding the above referenced matter.

I am 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

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

Business response
06/04/2024
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

June 4, 2024

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

RE:     *************************-Contract No: P00015577594
            Complaint ID No. ********

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

A claim was first reported to FWS on May 13, 2024, regarding a stalling concern in ************* vehicle. At the time, the repair facility recommended a transmission replacement.FWS scheduled the vehicle for an independent inspection.

On May 14, 2024,an inspection was performed on ************** vehicle, which revealed that the vehicle had an abnormally harsh shifting, as well as a slight shudder during acceleration. The inspector verified that the transmission fluid smelled burnt and contained metal debris. There was also a long-term oil leak at the transmission, and the condenser needed replacement due to contamination of the transmission oil cooler and line with metal debris. The inspector also verified that the vehicle was modified with a wheelchair ramp, and there was signage on the vehicle indicating that it was being used for a commercial purpose (transportation for medical, airport, and charter).

Later, the repair facility contacted FWS for an update on ************** claim. FWS explained that the claim had been denied because of the commercial signage on the vehicle, indicating that the vehicle was utilized for commercial transportation, and ************** did not have rideshare coverage.

On May 16, 2024,************** contacted FWS to discuss her claim. She explained that she originally purchased the vehicle with commercial use in mind but did not use it for commercial transportation. However, the claim analyst noted that the vehicle had high mileage and the commercial signage on the vehicle appeared to be fresh and in good condition, indicating that the vehicle had been used commercially. They explained to ************** that the contract had a rideshare option, but she failed to choose that coverage. Therefore, the claim would remain denied.

Please refer to the section of the contract titled, Rideshare Coverage, which states:

RIDESHARE COVERAGE: In order to qualify for Rideshare Coverage, the vehicle described on this Service Contract must be a passenger car, sport utility vehicle, van or pickup truck not exceeding one (1) ton capacity. Eligible usage is limited to YOUR personal vehicle for the purpose of carriage of passengers for hire. Cab/chassis,cutaways, stripped chassis, incomplete vehicles, branded title vehicles and any vehicles exceeding one (1) ton capacity are not eligible for coverage.

************** asked to speak with someone else regarding the claim. She was advised that a lead analyst would review the claim and contact her. After careful review of the claim, the lead analyst noted that the vehicle was utilized as a taxi service. Therefore,the transmission repair would not be eligible for coverage. He also confirmed that the license plate was used for public transportation. The lead analyst left a voice message for ************** asking for a return phone call.

Following this conversation, the selling dealer contacted FWS to discuss adding rideshare coverage to ************** contract to allow for coverage.

Our claim analyst then reviewed the repair estimate and approved the transmission replacement claim for $6,522.80, less ************** $100.00 deductible. FWS also approved $120.00 for three days of rental at $40.00 per day.

We trust that this matter was resolved to Ms. ****************** as FWS values her as a customer. Should ************** have any additional questions, she may contact the undersigned at the telephone number listed above.

Sincerely,
/S

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

Business response
06/06/2024

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

June 4, 2024

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

RE:     *************************-Contract No: P00015577594
            Complaint ID No. ********

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

A claim was first reported to FWS on May 13, 2024, regarding a stalling concern in ************** vehicle. At the time, the repair facility recommended a transmission replacement. FWS scheduled the vehicle for an independent inspection.

On May 14, 2024, an inspection was performed on ************** vehicle, which revealed that the vehicle had an abnormally harsh shifting, as well as a slight shudder during acceleration. The inspector verified that the transmission fluid smelled burnt and contained metal debris. There was also a long-term oil leak at the transmission, and the condenser needed replacement due to contamination of the transmission oil cooler and line with metal debris. The inspector also verified that the vehicle was modified with a wheelchair ramp, and there was signage on the vehicle indicating that it was being used for a commercial purpose (transportation for medical, airport, and charter).

Later, the repair facility contacted FWS for an update on ************** claim. FWS explained that the claim had been denied because of the commercial signage on the vehicle, indicating that the vehicle was utilized for commercial transportation, and ************** did not have rideshare coverage.

On May 16, 2024, ************** contacted FWS to discuss her claim. She explained that she originally purchased the vehicle with commercial use in mind but did not use it for commercial transportation. However, the claim analyst noted that the vehicle had high mileage and the commercial signage on the vehicle appeared to be fresh and in good condition, indicating that the vehicle had been used commercially. They explained to ************** that the contract had a rideshare option, but she failed to choose that coverage. Therefore, the claim would remain denied.

Please refer to the section of the contract titled, Rideshare Coverage, which states:

RIDESHARE COVERAGE: In order to qualify for Rideshare Coverage, the vehicle described on this Service Contract must be a passenger car, sport utility vehicle, van or pickup truck not exceeding one (1) ton capacity. Eligible usage is limited to YOUR personal vehicle for the purpose of carriage of passengers for hire. Cab/chassis, cutaways, stripped chassis, incomplete vehicles, branded title vehicles and any vehicles exceeding one (1) ton capacity are not eligible for coverage.

************** asked to speak with someone else regarding the claim. She was advised that a lead analyst would review the claim and contact her. After careful review of the claim, the lead analyst noted that the vehicle was utilized as a taxi service. Therefore, the transmission repair would not be eligible for coverage. He also confirmed that the license plate was used for public transportation. The lead analyst left a voice message for ************** asking for a return phone call.

Following this conversation, the selling dealer contacted FWS to discuss adding rideshare coverage to ************** contract to allow for coverage.

Our claim analyst then reviewed the repair estimate and approved the transmission replacement claim for $6,522.80, less ************** $100.00 deductible. FWS also approved $120.00 for three days of rental at $40.00 per day.

We trust that this matter was resolved to ************** satisfaction, as FWS values her as a customer. Should ************** have any additional questions, she may contact the undersigned at the telephone number listed above.

Sincerely,
/S

**********************************
Sr. Paralegal
Initial Complaint
05/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a 2020 **** Transit 250T from ************ Chevrolet in September 2022, they sold me a warranty stating that the lender required me to get it. March 25, 2024, the vehicle was deemed a total loss. The dealership sent the cancellation notice to them on April 4th, 2024. To my surprised when I called on April 29th, I was told it was never received so I resent that same day. 2 weeks later May 15, 2024 the lienholder received $254 dollars for a policy I paid $5,499 for in less than 2 years. This is not right, and I need to fully be compensated for the loss.
Business response
05/21/2024
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

May 21, 2024

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

RE:      *******************************
Contract Nos. P00023779469 & P00023779470
Complaint ID: ********

To Whom It May ***************** am responding to your letter regarding Mr. ********* request to cancel the above referenced mechanical failure service contract and maintenance contract with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his request for cancellation of the contracts.

Our records indicate that Mr. ********* contracts were cancelled on May 7, 2024, with an effective cancellation date of April 4, 2024. A pro-rata refund based on time and/or mileage elapsed from the purchase of the contracts (as calculated below) was issued to ************** (the lienholder) pursuant to the terms of the contracts.

Contract Number: P00023779470
Purchase Date: 9/7/2022
Purchase Price: $999.00
Effective cancellation Date: 4/4/2024
Refund Percentage: 9.07%
Cancellation Fee: $50.00
Refund Amount: $40.61
Payee: **************
Contract Number:                  P00023779469
Purchase Date: 9/7/2022
Purchase Price:                      $4,500.00
Effective cancellation Date: 4/4/2024
Refund Percentage:               5.29
Cancellation Fee: 24.00
Refund Amount: $214.05
Payee:                                   **************
We trust that this has answered all the questions that ******************** had regarding this matter. Should ******************** have any additional questions;he may contact me at the telephone number listed above.

Sincerely,
/S

**********************************
Sr.Paralegal
Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My complaint has to do with the fact that Fidelity Warranty Services at ******************************************* (1-88-327-5172) has failed to give permission for my 2011 ****** Camry to be repaired although every and all-required documents were submitted. The problem started in April with a rattling noise and the car was taken to *********************** ****** in **********, ******* because I had my last oil changed there in January (Supposedly changed). They looked at it twice and told me that it was the engine but failed to mention the warranty. When I located my warranty, I called ************ in ********** to discuss my problem, but they said that it will be $2500 for them to break it down for the warranty company, and that I would lose my money if they (Fidelity) say that it is not covered by the warranty. My contract only mentions a deductible of $100.00, and does not say anything about a breakdown fee of $2500. Today, May 13, I learned from *******************, where my car is currently located, that the inspector from Fidelity came to look at the motor and told the advisor that ****** needs to break down the motor more so that Fidelity can make a valid determination if the parts or engine will be covered under the Powertrain warranty. i was also told that this breakdown may cost me up to $4000. With new technology, AI, and skilled and knowledgeable repairmen and inspectors, I am not understanding why a decision cannot or has not been made to determine repair for my motor/ vehicle. My complaint too, is that Fidelity has made excuses and seems as though they do want to honor their warranty, but readily accepted my payment for the warranty for 5 years. I have been without a car for three weeks. The company should honor the warranty because the Powertrain warranty says unlimited mileage/ years. Complaint: Failure to honor warranty contract, and giving misleading information to stall, cancel or ignore the warranty.
Business response
05/24/2024
WRITERS DIRECT LINE: **************
WRITERS DIRECT FAX:    **************

May 24, 2024

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

Re:      *********************************
Your File No.: 21707829

To Whom it May Concern:

Fidelity Warranty Services, Inc. (FWS) received your letter regarding the above referenced matter.

I am 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,

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

Business response
05/30/2024
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

May 30, 2024

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

RE:      *********************************
Contract No. J00008853234
            Complaint ID: ********

To Whom It May ***************** am responding to your recent letter regarding the claim filed by ************************************* with Fidelity Warranty Services, Inc.(FWS). I have carefully reviewed the details of ******************** claim and the terms of the ****************** Warranty.

******************** claim was first reported to FWS on May 2, 2024, by the repair facility. At the time, they were informed that FWS would need all maintenance records and proof of ownership to commence the claim. On May 3, 2024, FWS received a list of records, with no VIN or proof of ownership.Thus, an email was sent to the repair facility requesting the documents needed to start the claim.

On May 4, 2024, FWS received the maintenance records for oil changes up to the current mileage. However, ******************** did not provide the maintenance records for cooling system services that were due at 100k miles and 150k miles. We again requested proof of ownership and emailed ******************** to let her know what was needed to start her claim. On May 6, 2024, we received the proof of ownership from ********************.

On May 8, 2024, the claim was commenced, after FWS confirmed ownership of the vehicle and verified the maintenance records. The claim was initiated with a complaint from ******************** regarding a rattling noise emitting from the vehicle while she was driving. The repair facility requested authorization to replace the engine in ******************** vehicle. An inspection was scheduled to determine the cause of the problem.

On May 13, 2024, an independent inspection was performed on ******************** vehicle. The inspection revealed that the check engine light was lit with set codes P0017(crankshaft and camshaft position correlation bank 1 sensor B).and P0504 (brake switch A/B correlation). The inspector also indicated there was a loud rattle noise from the engine consistent with a timing chain rattle. However, they were unable to determine the cause and extent of the failure because the engine was still fully assembled. FWS emailed the repair facility to go over the inspection report and next steps,which included obtaining teardown authorization from ******************** to the point of failure. to determine what part failed and if it would be covered under the Limited Warranty.

On May 20, 2024, FWS spoke with the repair facility and advised that we still needed ******************** teardown authorization to the point of failure. Please refer to the How to Make a Claim section of the Limited Warranty contract:

HOW TO MAKE A CLAIM: . . . In order to make a claim under this Limited Warranty YOU must:
. . .
3. Provide teardown authorization when requested by US, so that the repair facility can provide an accurate diagnosis and estimate of repairs.

Note that pursuant to the Exclusions of the Limited Warranty, any costs related to a failure not covered by the contract will not be covered:

EXCLUSIONS FROM COVERAGE: ************ Warranty will not pay or reimburse YOU for:
. . .
3. Any loss,damage, or expense caused by accidents, any alteration to the vehicle for the part, use of oversized or undersized tires or wheels, alteration to the vehicle not authorized by its manufacturer, the failure of any part not covered by this Limited Warranty, Accidental loss;

This includes any teardown expenses if the mechanical failure is ultimately not covered by the terms of the Limited Warranty.

We also explained that ******************** was close to reaching the Limit of Liability under the terms of the contract. Please refer to the Limits of Liability section, which states as follows:

LIMITS OF LIABILITY: For any one repair visit, all benefits paid or payable shall not exceed the actual cash ***** of YOUR vehicle at the instant prior to the most recent loss.

According to the information obtained, ******************** vehicle had an NADA ***** of $6,210.00 at the time of the breakdown. Based on the Limits of Liability section, ******************* Limited Warranty will only cover $6,210.00 towards her claim,regardless of the total repair cost. Any remaining balance would be ******************* responsibility. Once the service technician at the repair facility was informed of the applicable Limit of Liability, he indicated that he would reach out to ******************** and would let us know if she decides to proceed with the repair. FWS has not received any additional information regarding ******************** claim.

Please note that ******************** claim will remain open until she provides teardown authorization to the repair facility so they may complete their diagnosis. Once the repair facility can perform their diagnosis, a decision will be made by FWS regarding this matter. Under the terms of ******************** Limited Warranty, FWS will not cover the teardown charges unless the claim is covered under the terms and conditions of ******************** contract.

Should you have any questions regarding this matter, please contact me at the telephone number listed above.

Sincerely,

/S

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

Business response
05/31/2024
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

May 30, 2024

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

RE:      *********************************
Contract No. J00008853234
            Complaint ID: ********

To Whom It May ***************** am responding to your recent letter regarding the claim filed by ************************************* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of ******************** claim and the terms of the ****************** Warranty.

******************** claim was first reported to FWS on May 2, 2024, by the repair facility. At the time, they were informed that FWS would need all maintenance records and proof of ownership to commence the claim. On May 3, 2024, FWS received a list of records, with no VIN or proof of ownership. Thus, an email was sent to the repair facility requesting the documents needed to start the claim.

On May 4, 2024, FWS received the maintenance records for oil changes up to the current mileage. However, ******************** did not provide the maintenance records for cooling system services that were due at 100k miles and 150k miles. We again requested proof of ownership and emailed ******************** to let her know what was needed to start her claim. On May 6, 2024, we received the proof of ownership from ********************.

On May 8, 2024, the claim was commenced, after FWS confirmed ownership of the vehicle and verified the maintenance records. The claim was initiated with a complaint from ******************** regarding a rattling noise emitting from the vehicle while she was driving. The repair facility requested authorization to replace the engine in ******************** vehicle. An inspection was scheduled to determine the cause of the problem.

On May 13, 2024, an independent inspection was performed on ******************** vehicle. The inspection revealed that the check engine light was lit with set codes P0017(crankshaft and camshaft position correlation bank 1 sensor B).and P0504 (brake switch A/B correlation). The inspector also indicated there was a loud rattle noise from the engine consistent with a timing chain rattle. However, they were unable to determine the cause and extent of the failure because the engine was still fully assembled. FWS emailed the repair facility to go over the inspection report and next steps, which included obtaining teardown authorization from ******************** to the point of failure. to determine what part failed and if it would be covered under the Limited Warranty.

On May 20, 2024, FWS spoke with the repair facility and advised that we still needed ******************** teardown authorization to the point of failure. Please refer to the How to Make a Claim section of the Limited Warranty contract:

HOW TO MAKE A CLAIM: . . . In order to make a claim under this Limited Warranty YOU must:
. . .
3. Provide teardown authorization when requested by US, so that the repair facility can provide an accurate diagnosis and estimate of repairs.

Note that pursuant to the Exclusions of the Limited Warranty, any costs related to a failure not covered by the contract will not be covered:

EXCLUSIONS FROM COVERAGE: ************ Warranty will not pay or reimburse YOU for:
. . .
3. Any loss, damage, or expense caused by accidents, any alteration to the vehicle for the part, use of oversized or undersized tires or wheels, alteration to the vehicle not authorized by its manufacturer, the failure of any part not covered by this Limited Warranty, Accidental loss;

This includes any teardown expenses if the mechanical failure is ultimately not covered by the terms of the Limited Warranty.

We also explained that ******************** was close to reaching the Limit of Liability under the terms of the contract. Please refer to the Limits of Liability section, which states as follows:

LIMITS OF LIABILITY: For any one repair visit, all benefits paid or payable shall not exceed the actual cash ***** of YOUR vehicle at the instant prior to the most recent loss.

According to the information obtained, ******************** vehicle had an NADA ***** of $6,210.00 at the time of the breakdown. Based on the Limits of Liability section, ******************** Limited Warranty will only cover $6,210.00 towards her claim, regardless of the total repair cost. Any remaining balance would be ******************** responsibility. Once the service technician at the repair facility was informed of the applicable Limit of Liability, he indicated that he would reach out to ******************** and would let us know if she decides to proceed with the repair. FWS has not received any additional information regarding ******************** claim.

Please note that ******************** claim will remain open until she provides teardown authorization to the repair facility so they may complete their diagnosis. Once the repair facility can perform their diagnosis, a decision will be made by FWS regarding this matter. Under the terms of ******************** Limited Warranty, FWS will not cover the teardown charges unless the claim is covered under the terms and conditions of ******************** contract.

Should you have any questions regarding this matter, please contact me at the telephone number listed above.

Sincerely,

/S

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

Customer response
05/31/2024

Complaint: 21707829

I am rejecting this response because: I gave permission for my car to be torn down to inspect the motor, but not at my added expense. If the cost to tear down my motor exceeds the current value of the car, then Fidelity Warranty should give me the value of the car or the tear down and I will make a decision how to proceed. The results of the findings or outcome after my motor is broken down is subjective, and the true findings (favorably for me) may not be reported. I have taken all of my car repairs to a ****** dealer since the purchase of my car in 2010. Whatever major work recommended was done through/ with a ****** service repairman. If a fair decision cannot be reached, I would like to go through arbitration, and if that is not feasible, then I would like to proceed in a different direction. I feel that I provided every piece of information that I have been asked to submit in a timely manner. I also feel that Fidelity Warranty has prolonged or stalled the process. I plan to purchase another ******, but I will be cautious about doing business with Fidelity Warranty in the future, and plan to share with others about this draining experience.

Sincerely,

*********************************
Business response
06/13/2024
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX:           ************

June 13, 2024

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

RE:      *********************************
Contract No. J00008853234
            Complaint ID: ********

To Whom It May ***************** am responding to ******************** most recent correspondence regarding her claim with Fidelity Warranty Services, Inc.(FWS).

As stated in our previous response, ******************* claim remains open at this time. Unfortunately, until she provides teardown authorization to the repair facility so they may complete their diagnosis, a decision cannot be made by FWS regarding this matter. Under the terms of ******************** Limited Warranty, FWS will not cover the teardown charges unless the claim is covered under the terms and conditions of ******************** contract.

Please refer to the How to Make a Claimsection of the Limited Warranty contract:

HOW TO MAKE A CLAIM: . . . In order to make a claim under this Limited Warranty YOU must:
. . .
3. Provide teardown authorization when requested by US, so that the repair facility can provide an accurate diagnosis and estimate of repairs.

Additionally, pursuant to the Exclusions of the Limited Warranty, any costs related to a failure not covered by the contract will not be covered:

EXCLUSIONS FROM COVERAGE:This Limited Warranty will not pay or reimburse YOU for:
. . .
3. Any loss,damage, or expense caused by accidents, any alteration to the vehicle for the part, use of oversized or undersized tires or wheels, alteration to the vehicle not authorized by its manufacturer, the failure of any part not covered by this Limited Warranty, Accidental loss;

This includes any teardown expenses if the mechanical failure is ultimately not covered by the terms of the Limited Warranty.

Furthermore,as the authorized Administrator for the Limited Warranty only and not an involved party in the vehicle sale, FWS is unable to assist ******************** with any costs not covered under the terms of the Limited Warranty contract. Please refer to the Limits of Liability section of the Limited Warranty contract:

Limits of Liability: . .. The payment for or reimbursement for repair or replacement of the Covered Parts and the benefit stated under FLUID COVERAGE, are the only remedies available to the Limited Warranty Holder. WE assume no other obligation or responsibility with regard to the vehicle. WE neither assume, nor authorize any to assume for US, any additional liability.

Should ******************** wish to proceed with her claim, she may have the repair facility contact FWS once teardown authorization has been provided and the repair facility has completed their diagnosis.

Should you have any questions regarding this matter, please contact me at the telephone number listed above.

Sincerely,

**********************************
Sr. Paralegal
Business response
06/14/2024
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX:           ************

June 13, 2024

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

RE:      *********************************
Contract No. J00008853234
            Complaint ID: ********

To Whom It May *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
I am responding to ******************** most recent correspondence regarding her claim with Fidelity Warranty Services, Inc. (FWS).

As stated in our previous response, ******************** claim remains open at this time. Unfortunately, until she provides teardown authorization to the repair facility so they may complete their diagnosis, a decision cannot be made by FWS regarding this matter. Under the terms of ******************** Limited Warranty, FWS will not cover the teardown charges unless the claim is covered under the terms and conditions of ******************** contract.

Please refer to the How to Make a Claim section of the Limited Warranty contract:

HOW TO MAKE A CLAIM: . . . In order to make a claim under this Limited Warranty YOU must:
. . .
3. Provide teardown authorization when requested by US, so that the repair facility can provide an accurate diagnosis and estimate of repairs.

Additionally, pursuant to the Exclusions of the Limited Warranty, any costs related to a failure not covered by the contract will not be covered:

EXCLUSIONS FROM COVERAGE: ************ Warranty will not pay or reimburse YOU for:
. . .
3. Any loss, damage, or expense caused by accidents, any alteration to the vehicle for the part, use of oversized or undersized tires or wheels, alteration to the vehicle not authorized by its manufacturer, the failure of any part not covered by this Limited Warranty, Accidental loss;

This includes any teardown expenses if the mechanical failure is ultimately not covered by the terms of the Limited Warranty.

Furthermore, as the authorized Administrator for the Limited Warranty only and not an involved party in the vehicle sale, FWS is unable to assist ******************** with any costs not covered under the terms of the Limited Warranty contract. Please refer to the Limits of Liability section of the Limited Warranty contract:

Limits of Liability: . .. The payment for or reimbursement for repair or replacement of the Covered Parts and the benefit stated under FLUID COVERAGE, are the only remedies available to the Limited Warranty Holder. WE assume no other obligation or responsibility with regard to the vehicle. WE neither assume, nor authorize any to assume for **, any additional liability.

Should ******************** wish to proceed with her claim, she may have the repair facility contact FWS once teardown authorization has been provided and the repair facility has completed their diagnosis.

Should you have any questions regarding this matter, please contact me at the telephone number listed above.

Sincerely,

**********************************
Sr. Paralegal
Business response
06/18/2024

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

June 13, 2024

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

RE:      *********************************
Contract No. J00008853234
            Complaint ID: ********

To Whom It May ***************** am responding to ******************** most recent correspondence regarding her claim with Fidelity Warranty Services, Inc. (FWS).

As stated in our previous response, ******************** claim remains open at this time. Unfortunately, until she provides teardown authorization to the repair facility so they may complete their diagnosis, a decision cannot be made by FWS regarding this matter. Under the terms of ******************** Limited Warranty, FWS will not cover the teardown charges unless the claim is covered under the terms and conditions of ******************** contract.

Please refer to the How to Make a Claim section of the Limited Warranty contract:

HOW TO MAKE A CLAIM: . . . In order to make a claim under this Limited Warranty YOU must:
. . .
3. Provide teardown authorization when requested by US, so that the repair facility can provide an accurate diagnosis and estimate of repairs.

Additionally, pursuant to the Exclusions of the Limited Warranty, any costs related to a failure not covered by the contract will not be covered:

EXCLUSIONS FROM COVERAGE: ************ Warranty will not pay or reimburse YOU for:
. . .
3. Any loss, damage, or expense caused by accidents, any alteration to the vehicle for the part, use of oversized or undersized tires or wheels, alteration to the vehicle not authorized by its manufacturer, the failure of any part not covered by this Limited Warranty, Accidental loss;

This includes any teardown expenses if the mechanical failure is ultimately not covered by the terms of the Limited Warranty.

Furthermore, as the authorized Administrator for the Limited Warranty only and not an involved party in the vehicle sale, FWS is unable to assist ******************** with any costs not covered under the terms of the Limited Warranty contract. Please refer to the Limits of Liability section of the Limited Warranty contract:

Limits of Liability: . .. The payment for or reimbursement for repair or replacement of the Covered Parts and the benefit stated under FLUID COVERAGE, are the only remedies available to the Limited Warranty Holder. WE assume no other obligation or responsibility with regard to the vehicle. WE neither assume, nor authorize any to assume for US, any additional liability.

Should ******************** wish to proceed with her claim, she may have the repair facility contact FWS once teardown authorization has been provided and the repair facility has completed their diagnosis.

Should you have any questions regarding this matter, please contact me at the telephone number listed above.

Sincerely,

**********************************
Sr. Paralegal
Customer response
06/18/2024

Complaint: 21707829

I am rejecting this response because: I have given permission for ****** in ****** to tear down the car, but not at my expense when Fidelity's decision in my opinion and what has been indicated will be based on a subjective opinion. In this case, I feel that Fidelity should have taken the word of qualified ****** technician when they reported damaged to the motor. This opinion was given by Serra ****** and ******** ******, all of **********, ******** As I stated before, with all the new advancement in technology since I obtained my warranty in 2010, surely the new machines (technology) which can repair a brain, a heart valve, detect abnormalities in all parts of a body, build a car from scratch- that with the advance technology -surely ****** should be able to detect what is a wrong with my car, otherwise, how are the dealers saying the motor. Again, I will call and give my permission or sign and give permission, but not with me being held responsible for the repairs afterwards if Fidelity states that the part or parts will not be covered. I have check with a company where I can get a used motor and the installation for around $ 3000 ( Three thousand dollars) If Fidelity will agree to pay that cost, I can move on with having my car repaired myself since this process has gone on for over 4 months with no agreeable outcome. According to the warranty, Again, I will give permission to ****** of ****** to breakdown my car, BUT not at my expense based on a subjective opinion. According to the warranty, before the legal assistance is obtained, both parties can go through arbitration. Why has that not been mentioned. I look for to hearing from Fidelity concerning this matter.

Sincerely,

*********************************
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased a Platinum Coverage plan at a premium price from the dealership in 2020 for our minivan. With only ****** miles on the car, transmission failed. Inspector sent to the mechanics shop and denied the claim. He said the Platinum - top of the line coverage plan did not cover transmission repairs or replacement if theres a leak on a seal. Although the contract states that its covered. Company is a total scam and its their business to deny regardless of contracts.
Business response
05/23/2024

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

May 23, 2024

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

Re:       *****************************
Contract No.: A07230005479
Complaint ***********

To Whom It May Concern:

Fidelity Warranty Services, Inc. (FWS) received your letter regarding the above referenced matter.

I am 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

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

Business response
05/24/2024
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX:   ************

May 23, 2024

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

RE:      *****************************-Contract No: A07230005479
Complaint ID: ********

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

According to the information in our system, Ms. ********** claim was first reported to FWS on May 1, 2024, regarding a transmission issue and the vehicle not shifting properly. *** service advisor also mentioned that the side cover on the transmission was leaking, indicating that the customer most likely drove around with low fluid in the transmission. *** repair facility requested approval to replace the transmission. An inspection was scheduled to determine the cause of the problem.

On May 2, 2024, an inspection was performed on Ms. ********** vehicle which revealed that the transmission had significantly low fluid that was not showing on the dipstick. *** inspector confirmed that this was the result of a long-term leak from one of the transmission case bolts. *** repair technician also confirmed that they did not top off the fluid or take the vehicle for a road test as they were waiting for approval from FWS. *** claim analyst spoke with the repair facility and asked them to obtain approval from ********************** to fill the transmission with fluid and attempt a test drive. At that time, it was advised that if the inspection confirmed that the vehicle had been driven with low fluid for an extended period of time, then the claim would be denied.

Later that day,********************** contacted FWS, and we reviewed the claim with her. She was also advised that the claim would be denied if the additional diagnosis confirms that the transmission failed due to a long-term leak, as damage resulting from lack of lubrication is excluded under the terms of her contract. However, if it was still functioning normally after filling it with fluid, the claim would be covered.

On May 9, 2024,the repair facility contacted FWS to request approval of the replacement of the transmission pan to correct the leak. FWS authorized the replacement of the transmission pan for a total of $714.54. Thus, the claim was paid in full on May 11,2024.

On May 22, 2024,FWS contacted the repair facility to inquire about the repairs. *** repair facility informed us that the transmission leak was repaired, and the vehicle was released to ********************** without any further concern.

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

Sincerely,

*******************************
Sr. Paralegal
Business response
05/28/2024
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX:   ************

May 28, 2024

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

RE:      *****************************-Contract No: A07230005479
Complaint ID: ********

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

According to the information in our system, Ms. ********** claim was first reported to FWS on May 1, 2024, regarding a transmission issue and the vehicle not shifting properly. *** service advisor also mentioned that the side cover on the transmission was leaking, indicating that the customer most likely drove around with low fluid in the transmission. *** repair facility requested approval to replace the transmission. An inspection was scheduled to determine the cause of the problem.

On May 2, 2024, an inspection was performed on Ms. ********** vehicle which revealed that the transmission had significantly low fluid that was not showing on the dipstick. *** inspector confirmed that this was the result of a long-term leak from one of the transmission case bolts. *** repair technician also confirmed that they did not top off the fluid or take the vehicle for a road test as they were waiting for approval from FWS. *** claim analyst spoke with the repair facility and asked them to obtain approval from ********************** to fill the transmission with fluid and attempt a test drive. At that time, it was advised that if the inspection confirmed that the vehicle had been driven with low fluid for an extended period of time, then the claim would be denied.

Later that day,********************** contacted FWS, and we reviewed the claim with her. She was also advised that the claim would be denied if the additional diagnosis confirms that the transmission failed due to a long-term leak, as damage resulting from lack of lubrication is excluded under the terms of her contract. However, if it was still functioning normally after filling it with fluid, the claim would be covered.

On May 9, 2024,the repair facility contacted FWS to request approval of the replacement of the transmission pan to correct the leak. FWS authorized the replacement of the transmission pan for a total of $714.54. Thus, the claim was paid in full on May 11,2024.

On May 22, 2024,FWS contacted the repair facility to inquire about the repairs. *** repair facility informed us that the transmission leak was repaired, and the vehicle was released to ********************** without any further concern.

We trust that this matter was resolved to Ms. ********** satisfaction as FWS values her as a customer. Should ********************** have any questions; she may contact me at the telephone number listed above.

Sincerely,
/S
**********************************
Sr. Paralegal
Customer response
05/28/2024

Complaint: 21686562

I am rejecting this response because:

Its been 4 weeks since the transmission failed and the inspector was sent out to view the car. I have yet to hear the explanation on why Fidelitys Platinum Powertrain warranty didnt cover the vans powertrain.

Sincerely,

*****************************
Business response
05/29/2024
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX:   ************

May 23, 2024

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

RE:      *****************************-Contract No: A07230005479
Complaint ID: ********

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

According to the information in our system, Ms. ********** claim was first reported to FWS on May 1, 2024, regarding a transmission issue and the vehicle not shifting properly. *** service advisor also mentioned that the side cover on the transmission was leaking, indicating that the customer most likely drove around with low fluid in the transmission. *** repair facility requested approval to replace the transmission. An inspection was scheduled to determine the cause of the problem.

On May 2, 2024, an inspection was performed on Ms. ********** vehicle which revealed that the transmission had significantly low fluid that was not showing on the dipstick. *** inspector confirmed that this was the result of a long-term leak from one of the transmission case bolts. *** repair technician also confirmed that they did not top off the fluid or take the vehicle for a road test as they were waiting for approval from FWS. *** claim analyst spoke with the repair facility and asked them to obtain approval from ********************** to fill the transmission with fluid and attempt a test drive. At that time, it was advised that if the inspection confirmed that the vehicle had been driven with low fluid for an extended period of time, then the claim would be denied.

Later that day, ********************** contacted FWS, and we reviewed the claim with her. She was also advised that the claim would be denied if the additional diagnosis confirms that the transmission failed due to a long-term leak, as damage resulting from lack of lubrication is excluded under the terms of her contract. However, if it was still functioning normally after filling it with fluid, the claim would be covered.

On May 9, 2024, the repair facility contacted FWS to request approval of the replacement of the transmission pan to correct the leak. FWS authorized the replacement of the transmission pan for a total of $714.54. Thus, the claim was paid in full on May 11, 2024.

On May 22, 2024, FWS contacted the repair facility to inquire about the repairs. *** repair facility informed us that the transmission leak was repaired, and the vehicle was released to ********************** without any further concern.

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

Sincerely,

*******************************
Sr. Paralegal
Customer response
06/06/2024

Complaint: 21686562

I am writing to formally appeal the denial of my transmission repair claim under my ************** Train Warranty. Your recent correspondence indicates that the repair was not covered due to "negligence." I respectfully disagree with this conclusion and provide the following details to clarify the situation.

On May 9, 2024, my vehicle's transmission was replaced. Prior to this date, the vehicle was serviced on April 15, 2024, for an engine oil filter housing removal and replacement, which included the R&I intake manifold gaskets. Additionally, on February 28, 2024, the vehicle was in the shop for a valve cover gasket removal and replacement.

It is important to note that neither of these service appointments pertained to the transmission. The maintenance performed was routine and unrelated to the transmission system. At no point was there any indication of negligence or improper handling of the vehicle. Each service was carried out by certified technicians at reputable service centers, ensuring that all work adhered to the highest standards of automotive care.

Given these circumstances, it is evident that the transmission failure was not due to negligence on my part. Instead, it appears to be an unforeseen mechanical issue that should be covered under the terms of my ************** Train Warranty. I have consistently maintained my vehicle and promptly addressed any necessary repairs, as demonstrated by the service records.

I kindly request that you reconsider your decision and approve the coverage for the transmission replacement. Attached are the service records from the aforementioned dates for your review.

Thank you for your attention to this matter. I look forward to your prompt and favorable response.
Sincerely,

*****************************
Business response
06/14/2024
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX:   ************

June 14, 2024

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

RE:      *****************************-Contract No: A07230005479
Complaint ID: ********

To Whom It May **************** am responding to your most recent correspondence regarding Ms. ********** claim with Fidelity Warranty Services, Inc. (FWS).

According to our records, the replacement of Ms. ********** transmission pan was authorized for a total of $714.54 and the claim was paid in full on May 11, 2024. The repair facility further confirmed for us on May 22, 2024, that the transmission leak was repaired, and the vehicle had been released to ********************** without any further concerns. We have no record of any additional contact from the repair facility or ********************** since May 22, 2024.

It is our understanding, through the information indicated in our records, that Ms.********** transmission claim is complete. In the event ********************** is still experiencing a concern with her vehicle, we ask that she return to the repair facility and have them contact FWS at her earliest convenience.

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

Sincerely,

*******************************
Sr. Paralegal
Business response
06/18/2024
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX:   ************

June 14, 2024

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

RE:      *****************************-Contract No: A07230005479
Complaint ID: ********

To Whom It May **************** am responding to your most recent correspondence regarding Ms. ********** claim with Fidelity Warranty Services, Inc. (FWS).

According to our records, the replacement of Ms. ********** transmission pan was authorized for a total of $714.54 and the claim was paid in full on May 11, 2024. The repair facility further confirmed for us on May 22, 2024, that the transmission leak was repaired, and the vehicle had been released to ********************** without any further concerns. We have no record of any additional contact from the repair facility or ********************** since May 22, 2024.

It is our understanding, through the information indicated in our records, that Ms. ********** transmission claim is complete. In the event ********************** is still experiencing a concern with her vehicle, we ask that she return to the repair facility and have them contact FWS at her earliest convenience.

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

Sincerely,

*******************************
Sr. Paralegal
Initial Complaint
04/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Company denied coverage of a claim that I believe warranted coverage. I have the gold package extended warranty. Lock tight bolt attached to transfer case on my 2018 Dodge Durango came loose, resulting in fluid loss and approximately $740 worth of repairs. Transfer case has never been worked on before and I did not damage the bottom of the vehicle.
Business response
05/13/2024

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

May 13, 2024

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

Re:       ***********************-Contract No.: P00020097879
Complaint ID: ********

Dear ************:

Fidelity Warranty Services, Inc. (FWS) received your letter regarding the above referenced matter.

I am 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

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

Business response
05/14/2024
WRITERS DIRECT LINE:          *************
WRITERS DIRECT FAX:           **************

May 14, 2024

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

RE:     ***********************-Contract No.: P00020097879
Complaint No. 21642077

To Whom It May Concern:

Fidelity Warranty Services, Inc. (FWS) received your letter regarding the above referenced matter.

I am 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

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

Business response
05/15/2024
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

May 15, 2024

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

RE:     ***********************-Contract No.: P00020097879
Complaint No. 21642077

To Whom It May ***************** am responding to your recent letter regarding the complaint filed by Mr. *********************** against Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his claim and ************************** Contract coverage.

A claim was first reported to FWS on April 27, 2024, regarding Mr. ******* vehicle with complaints that the vehicle was leaking fluid and emitting a white smoke. At the time, the vehicle had ****** miles. *** repair technician determined that a transfer nut had come loose and was missing, which allowed fluid to leak out of the transfer case. *** claims analyst reviewed the claim and determined that hardware is not a listed covered component under the terms of his service contract. ***refore, *************** would be responsible for the repair.

On April 29, 2024, **************** contacted FWS regarding the claim decision. *** claims analyst reviewed the claim with **************** and explained that the missing nut would not be eligible for coverage. **************** wanted a clearer reason for the denial, and the analyst explained that they would review the claim further and return his call.

*************** called back later that same day to speak with the previous analyst. *************** believed that the nut should be related to wear and tear failure over time. *** claim analyst reviewed the claim with **************** and explained that the nut was a non-moving component and torqued to specification by the manufacturer. ***refore, the nut should not have moved without outside influence. **************** explained that he checked the vehicles history and did not see that any work had previously been performed to that area of the vehicle. *** claim analyst further reviewed the claim with a lead analyst and confirmed that the hardware and adjustment to the hardware was not eligible for coverage.Please refer to the section of the contract titled, Exclusions From Coverage,which states:

THIS SERVICE CONTRACT WILL NOT PAY OR REIMBURSE YOU FOR:

14. UNDER POWERTRAIN AND GOLD COVERAGES, ANY PART THAT IS NOT SPECIFICALLY LISTED AS COVERED UNDER THE COVERAGE SELECTED;

Given that hardware is not specifically listed for coverage and missing parts are not eligible for consideration, the claim will remain denied.

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

Sincerely,
/S
**********************************
Sr. Paralegal
Initial Complaint
04/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I want to cancel this warranty with Fidelity Warranty Service, Inc.they will not answer the phone when you call them. Been trying to call them for 2 weeks.************.I want this no-good warranty canceled.
Business response
04/30/2024
WRITER'S DIRECT LINE:************
WRITER'S DIRECT FAX: ************

April 30, 2024

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

RE:*******************************
Contract No. P00078666571
Complaint ID: ********

To Whom It May ********************** allow this to serve as a response to the correspondence dated April 22, 2024, regarding Mr. ******* request to cancel his *********************************** ******** Contract) with Fidelity Warranty Services, Inc. (FWS). We apologize for the issues **************** encountered in his effort to cancel the Service contract.

Following the cancellation of a service contract, either the dealership or FWS is responsible for forwarding the funds directly to the lienholder, if applicable. If there is no lien, or the lien has been satisfied, the funds will be returned directly to the contract holder.

FWS is willing to assist **************** with the cancellation of his Service Contract. To process the cancellation, we will need the following information from ****************: (i) the current mileage of his vehicle; and (ii) a statement from the lienholder, if any, indicating that the lien has been satisfied. Attached, please find a cancellation form, which must also be completed and submitted to process the cancellation.

Upon receipt of the requested information, we will process the cancellation, which will be effective on the date in which the cancellation request was made and issue the refund to the lienholder pursuant to the terms of the Service Contract. If there is no lien, or the lien has been satisfied, the refund will be issued directly to ****************.

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

Sincerely,
/S

**********************************
Sr. Paralegal
Customer response
05/02/2024

Complaint: 21607915

I am rejecting this response because: fidelity now claims they do not have the mileage affidavit. I sent it to the twice. anything TO DELAY MY CLAIM.

Sincerely,

*******************************
Customer response
05/16/2024
they finally canceled warranty w partial refund.
Initial Complaint
04/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
4/23/22: Purchased a used 2018 Jeep Wrangler from ************* *** in ********, **. The vehicle had ****** miles and was purchased for $38,956. I noticed on the Carfax report that the maintenance record was spotty, so I purchased a Fidelity Warranty Services "Platinum Coverage Plan" warranty from the *** Dealership for $2,479.6/27/23: I had the vehicle serviced at *********** change in *********, **. The oil change occurred at ****** miles, which was only ***** miles after purchasing the vehicle. I should also mention, that there were no "change oil indicators" flashing at that time of this recent oil change.3/20/24: The car started to slowly leak antifreeze, so I brought it to the Jeep Dealership in ********, **. I was then advised by the service manager, ***************************, that there was an internal leak of antifreeze into cylinder #3, due to excessive build-up of gunk. He recommended a total engine replacement ($17,071 parts and labor) and stated in writing, that "It was absolutely due to the previous owner not changing the oil frequently enough."As it turns out, the car did not have its first oil change at ****** miles, and the 2nd oil change was not until ****** miles.4/11/24: The engine replacement warranty claim was denied by Fidelity, citing lack of maintenance, despite the fact that it had been serviced appropriately since the time of purchase.4/18/24: I spoke with Fidelity to explain the background and to petition their decline of coverage, where I was advised there was no change in direction. I then advised them I would be filing a report with the BBB.
Business response
05/06/2024

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

May 6, 2024

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

Re:       *********************-Contract No.: P00026497174
            Complaint ID: ********

To Whom It May Concern:

Fidelity Warranty Services, Inc. (FWS) received your letter regarding the above referenced matter.

I am 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

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

Business response
05/07/2024
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

May 7, 2024

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

RE:     *********************-Contract No.: P00022223138
Complaint ID.: ********

To Whom It May ***************** am responding to your recent letter dated April 22, 2024, 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 November 10, 2023, ****************** contacted FWS regarding a coolant leak in his *******.At the time, the claim analyst confirmed that the factory warranty had expired.FWS requested that ****************** ask the repair facility to contact FWS prior to performing any repairs.

On November 30, 2023, the repair facility contacted FWS regarding Mr. ******** *******.***y advised that ****************** brought the ******* for repairs on November 28,2023, when the ******* had ****** miles. *** repair facility advised that the ******* had a coolant leak concern. In addition, the coolant reservoir and coolant hose were also leaking coolant. *** inspector was also advised that cylinder number five misfired, because of the spark plug. We were informed that the repair technician installed a new spark plug and corrected the misfire. FWS approved the replacement of the coolant reservoir and coolant hose for a total of $294.58, and ****************** paid his $250.00 deductible. However, the repair facility was advised that the spark plug is considered a maintenance item and would be Mr. ******** responsibility, under the terms of his contract.

On April 5, 2024, another repair facility contacted FWS regarding Mr. ******** *******. At the time, it was reported that the ******* came in on March 20, 2024,when the ******* had ****** miles. *** repair facility indicated that the ******* was brought in for repairs because the service engine soon light was on and there was a coolant leak concern. *** repair facility indicated that the ******* had codes P0303 and P105D, and the repair technician confirmed that the coolant was penetrating cylinder number three. In addition, the repair technician also discovered that there were also failed lifters and rocker arms.*** repair technician indicated that the engine was partially disassembled and recommended engine replacement. Our analyst requested the engine part number and set up the ******* for an inspection.

An inspection was performed on Mr.******** ******* on April 9, 2024. *** inspector indicated that the intake camshaft lobes for cylinders one, three, and five, located on the right bank, were worn,and starting to round. Additionally, there was a significant amount of sludge on the valve cover, inside the right-side cylinder head, as well as solenoids and switches inside the right cylinder head. *** repair technician removed the filter cartridge, and it was also packed with sludge. *** inspector also noted that the oil sticker on the window indicated that the oil was last changed on June 27, 2023, when the ******* had ****** miles. *** cartridge oil filter in the ******* appeared to have been there much longer than ***** miles. *** inspector determined the failure was due to lack of lubrication which damaged the intake camshaft lobes.

Later that day, FWS advised the repair facility that the claim was denied due to lack of lubrication, which is specifically excluded under the terms and conditions of the contract. Please refer to the section of the contract titled, Exclusions From Coverage, which states:

THIS SERVICE CONTRACT WILL NOT PAY OR REIMBURSE YOU FOR:

7. ANY MECHANICAL BREAKDOWN CAUSED BY MISUSE, ABUSE, NEGLIGENCE (INCLUDING THE NEGLIGENCE OF ANY REPAIR FACILITY), IMPROPER TOWING, OR LACK OF MAINTENANCE OF THE FAILED COVERED PART);

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 DAMAGES, OR CHEMICALS;

On April 18, 2024, ****************** contacted FWS regarding the claim denial. Our analyst explained that the claim was denied because of lack of lubrication/sludge buildup in the *******. *** analyst indicated that the repair facility demonstrated significant sludge in the engine, as well as sludge buildup in the filter. Our analyst explained to ****************** that we did not know when the sludge developed, and that ****************** would need to speak with selling dealer to discuss his questions regarding the maintenance prior to the purchase of the *******. We also explained, the condition of the oil filter cartridge seemed to indicate that it was not replaced during the last oil change which was performed approximately ***** miles prior to the claim. *** repair analyst recommended that ****************** may want to contact the repair facility that performed the last oil change. However, at this time, the claim will remain denied.

If you should have any questions concerning this matter, please feel free to contact me at the telephone number listed above.

Sincerely,
/S

*********************************
Sr. Paralegal
Business response
05/09/2024

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

May 7, 2024

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

RE:     *********************-Contract No.: P00022223138
Complaint ID.: ********

To Whom It May ***************** am responding to your recent letter dated April 22, 2024, regarding the recent claim filed by Mr. ********************* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. ******** claim and vehicle service contract coverage.

On November 10, 2023, ****************** contacted FWS regarding a coolant leak in his vehicle. At the time, the claim analyst confirmed that the factory warranty had expired. FWS requested that ****************** ask the repair facility to contact FWS prior to performing any repairs.

On November 30, 2023, the repair facility contacted FWS regarding Mr. ******** vehicle. ***y advised that ****************** brought the vehicle for repairs on November 28, 2023, when the vehicle had ****** miles. *** repair facility advised that the vehicle had a coolant leak concern. In addition, the coolant reservoir and coolant hose were also leaking coolant. *** inspector was also advised that cylinder number five misfired, because of the spark plug. We were informed that the repair technician installed a new spark plug and corrected the misfire. FWS approved the replacement of the coolant reservoir and coolant hose for a total of $294.58, and ****************** paid his $250.00 deductible. However, the repair facility was advised that the spark plug is considered a maintenance item and would be Mr. ******** responsibility, under the terms of his contract.

On April 5, 2024, another repair facility contacted FWS regarding Mr. ******** vehicle. At the time, it was reported that the vehicle came in on March 20, 2024, when the vehicle had ****** miles. *** repair facility indicated that the vehicle was brought in for repairs because the service engine soon light was on and there was a coolant leak concern. *** repair facility indicated that the vehicle had codes P0303 and P105D, and the repair technician confirmed that the coolant was penetrating cylinder number three. In addition, the repair technician also discovered that there were also failed lifters and rocker arms. *** repair technician indicated that the engine was partially disassembled and recommended engine replacement. Our analyst requested the engine part number and set up the vehicle for an inspection.

An inspection was performed on Mr. ******** vehicle on April 9, 2024. *** inspector indicated that the intake camshaft lobes for cylinders one, three, and five, located on the right bank, were worn, and starting to round. Additionally, there was a significant amount of sludge on the valve cover, inside the right-side cylinder head, as well as solenoids and switches inside the right cylinder head. *** repair technician removed the filter cartridge, and it was also packed with sludge. *** inspector also noted that the oil sticker on the window indicated that the oil was last changed on June 27, 2023, when the vehicle had ****** miles. *** cartridge oil filter in the vehicle appeared to have been there much longer than ***** miles. *** inspector determined the failure was due to lack of lubrication which damaged the intake camshaft lobes.

Later that day, FWS advised the repair facility that the claim was denied due to lack of lubrication, which is specifically excluded under the terms and conditions of the contract. Please refer to the section of the contract titled, Exclusions From Coverage, which states:

THIS SERVICE CONTRACT WILL NOT PAY OR REIMBURSE YOU FOR:

7. ANY MECHANICAL BREAKDOWN CAUSED BY MISUSE, ABUSE, NEGLIGENCE (INCLUDING THE NEGLIGENCE OF ANY REPAIR FACILITY), IMPROPER TOWING, OR LACK OF MAINTENANCE OF THE FAILED COVERED PART);

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 DAMAGES, OR CHEMICALS;

On April 18, 2024, ****************** contacted FWS regarding the claim denial. Our analyst explained that the claim was denied because of lack of lubrication/sludge buildup in the vehicle. *** analyst indicated that the repair facility demonstrated significant sludge in the engine, as well as sludge buildup in the filter. Our analyst explained to ****************** that we did not know when the sludge developed, and that ****************** would need to speak with selling dealer to discuss his questions regarding the maintenance prior to the purchase of the vehicle. We also explained, the condition of the oil filter cartridge seemed to indicate that it was not replaced during the last oil change which was performed approximately ***** miles prior to the claim. *** repair analyst recommended that ****************** may want to contact the repair facility that performed the last oil change. However, at this time, the claim will remain denied.

If you should have any questions concerning this matter, please feel free to contact me at the telephone number listed above.

Sincerely,
/S

**********************************
Sr. Paralegal
Initial Complaint
04/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
FWS is denying my claim stating CAI and intercooler voided my warranty. Dealer is wanting to replace engine. Dealer admitted it is an ongoing issue with these cars. Im left without a car and a warranty thats no good. I want Burden of Proof my parts caused the failure. Car was in dealership before with a broken water pump and engine mounts. That claim was not denied.
Business response
05/02/2024
WRITER'S DIRECT LINE:       ************
WRITER'S DIRECT FAX:        ************

May 2, 2024

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

Re:       *****************************-Contract No.: P00026497174
            Complaint ID: ********

To Whom It May Concern:

Fidelity Warranty Services, Inc. (FWS) received your letter regarding the above referenced matter.

I am 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

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

Customer response
05/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
04/18/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
2016 Altima had the transmission rebuilt as it was faulty in 2018. The ****** dealership has provided a bunch of service records and this company is asking for more information for gaps. This is a rediculous request when it is obvious the car has had maintenance. Its like they are looking for ways to loophole and deny the claim. These services at the dealership are not cheap. I work from home so if I hit 5k miles in 5 months its because I dont need to drive the car. I passed it to my daughter who does commute. There should be enough maintenance records to approve the claim. I only had the car not even 2 years when the transmission went out. It was repaired and not replaced. The transmission is separate. No one has 6k to pay out of pocket. I just want the back and forth to stop. There are enough records provided by ****** to show maintenance was done.
Business response
05/01/2024
WRITER'S DIRECT LINE:   ************
WRITER'S DIRECT FAX:    ************

May 1, 2024

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

RE:     *******************-Contract No. J00049842400
Complaint ID: ********

To Whom It May ********************** allow this correspondence to serve as a response to the correspondence dated April 18, 2024, regarding the complaint filed by *********************** with Fidelity Warranty Services, Inc. (FWS).I have carefully reviewed the details of ************** claim and Limited Warranty coverage.

************ first brought their vehicle to a repair facility on April 13, 2024, regarding a check engine light concern. The repair facility advised FWS that the transmission in ************** vehicle needed to be replaced. At the time, ************ was asked to provide maintenance records and proof of ownership as required by the ****************** Warranty (Limited Warranty). She provided numerous maintenance records but failed to provide the following maintenance records: 20k, 25k, 35k, 40k,50k, 60k, 65k, 70k, 75k, 85k, 120k, and 125k service records, as well as proof of ownership of the vehicle, as required under the terms and conditions of the Limited Warranty. Please refer to the following sections of the Limited Warranty:

Maintenance Requirements: In order to keep your **************** Warranty valid, YOU must follow the maintenance procedures listed below:...

YOUR vehicle must be serviced and receive all scheduled maintenance as outlined by the manufacturers Owners Manual.

YOU must retain all copies of all maintenance and repair orders. These copies must indicate: customer name,repair order number and date, vehicle identification number, description of YOUR vehicle including make, model and odometer reading at time of servicing,and a complete description of services performed.

YOU may be required to provide proof of all maintenance services completed, in compliance with the manufacturer's Owners Manual. Failure to provide proof of services performed will void this Limited Warranty.

In addition, please note that this Limited Warranty is also NON-TRANSFERABLE:

PARTIES TO THIS LIMITED WARRANTY: ************ Warranty is between YOU, the Limited Warranty Holder, and US. ************ Warranty applies only to the motor vehicle described above and cannot be transferred to another vehicle and/or owner.

TRANSFERABILITY: ************ Warranty is NON-TRANSFERABLE and expires the day the vehicle is traded, sold, declared a total loss and/or upon any changes of ownership.

As such, the claim will remain open, but no decisions will be rendered until all maintenance records and proof of ownership records are received.

We trust that this has answered all the questions that you had regarding this matter. Should you have any questions, please contact me at the telephone number listed above.

Sincerely,
/S

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

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