My experience with Fidelity National Home Warranty is that they will try to avoid paying claims on their home warranty contracts. I bought a house last year in Arizona and the seller offered this to me. I figured maybe it was a good thing. When annual renewal time came around, I renewed but changed the plan to include pool coverage. Consequently, my premium was higher. I had a part break inside the pipe which pumps water to the pop up heads for cleaning. I didn’t know what was leaking until the tech came out. When I called Fidelity National Home Warranty to set up the service call, they said a leak on an outside pipe would be covered. That’s what it appeared to be when a water gusher came out of the pipe. To a layman, it was obvious a seal in the pipe had broken. When it came time to replace the part, Fidelity National Home Warranty said that it wasn’t covered because the “cleaning system” isn’t covered. I took exception to that interpretation since the “caretaker” assembly just sends water to the cleaning system but it does absolutely no cleaning itself. I could plainly see in the contract language that skimmers and other obvious cleaning parts like popups were excluded. I spoke to a customer service rep and got no satisfaction. I then talked to a manager named Aaron. I agreed that the cleaning system was clearly excluded in the wording but my position is that the “caretaker” assembly was not. This is how they choose to interpret their contract language even though it is not clear or fair to consumer. (I believe that they should administer claims using exact policy language rather than a meaning they impute on their own.) I would like to make clear that we are talking about a minimal claim for just $180.00, which isn’t much for a pool repair. I asked Aaron to speak with his supervisor, whom I was told would be a Vice President. Aaron refused twice when asked to transfer me to a Vice President to discuss this matter. Apparently the Vice Presidents at Fidelity National Home Warranty think they are too good to accept calls from mere customers. I was simply told that I would not be transferred to the Vice President. So what this implies to me is that, I can just stuff it if I don’t like the denial. By way of background, I am also a Vice President at a service company and I would never think of not handling an escalated problem. That is the proper way to deal with customer service issues. The bottom line is that I was forced to pay the charge of $180 for the repair, and despite asking for the $65 service call to be waived (since they denied my claim). I had to pay that too. I believe the so called resolution of this matter is unacceptable since I was initially told the repair would be covered. I requested a service call based on that. Fidelity National Home Warranty misrepresented what I could count on them to do for this repair. I could have called someone else and had the work done otherwise and not had to pay for their $65 service call charge. This leaves me with the conclusion that Fidelity National Home Warranty has subjective and unfair claim practices and that their “contract” is not worth the several hundred dollars they charge for it. You just can’t rely on them to accurately let you know for sure whether something is covered until the tech looks at it. And then you’re out $65 for nothing anyway. I also strongly recommend against doing business with this company or you may very well regret it.
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This complaint and/or review was posted on HolySmoke.org on 19:54 pm, February 21, 2018 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/fidelity-national-home-warranty-review/.
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Fidelity National Home Warranty / Fidelity National Financial Reviews & Complaints
After providing proof of no pre existing conditions with the air handling unit, fidelity national home warranty denied our claim to cover the air handler. Their only rebuttal was that the drain pan had rust on the surface. Compressor was replaced on 7/21/17 and the techs did a complete inspection and pressure check and found no issues. After speaking with representative Ashey, she transferred us to her supervisor who was very rude and accused us of falsely filling a claim 3 days after we closed on our home, even though it”s been over 2 weeks. Buying this house has been a blessing for our family but dealing with Fidelity National Home Warranty has been a nightmare!
Fidelity National Home Warranty / Fidelity National Financial Reviews & Complaints
Awful. Called for service on garage openers that were not working. Sent tech, who inspected, called Fidelity, then informed me it was not covered, but he could fix it and my total costs would be $100, which I paid on the spot. Then I get an invoice from Fidelity for a $65 service fee. The contract states the service fee is due even if the claim is not covered. That is not nice, but I get it. What is not okay is: 1) I clearly explained the problem over the phone when ordered the service, so they should have told me then it was likely not covered, and 2) I paid their agent service tech the amount he said was my total cost, $100, which I expected included any fees due by Fidelity. I called to discuss and they were rude and did not budge. They state they will not process any additional service calls until I pay up.
Fidelity National Home Warranty / Fidelity National Financial Reviews & Complaints
Bad Co., Rude custermer service people . They will not fix my furnace, which has been red tagged by propane co. and by a Certified HVAC tech. . The is the second thing that they had denied to fix now on my home . They sure do want you to buy their warranty but then will not go by their own contract and make up rules on the spot to be able to not cover the claim. So now what am I supposed to do, this means that I a SR. Citizen will be without any heat this coming winter., I live on a very small SS check, do not have any money to buy a new furnace and have it installed. This co. is a rip off. .
Fidelity National Home Warranty / Fidelity National Financial Reviews & Complaints
DON”T EVER BUY A HOME WARRANTY FROM FIDELITY NATIONAL HOME WARRANTY. BAD SERVICE EVER AND TRYING TO REFUSED SERVICE BY MAKING UP SO MANY EXCUSES. I WILL NEVER IN LIFE RENEW WITH THEM. THEY WILL MAKE YOUR LIFE MISERABLE WHEN YOU CALL THEM FOR SERVICE.
Fidelity National Home Warranty / Fidelity National Financial Reviews & Complaints
Fidelity Home warranty uses nice sounding words like ‘A Fidelity National Home Warranty (FNHW) provides both the homebuyer and seller with ‘peace of mind’ when it comes to repairs and/or replacement of a home’s major systems and appliances’ when selling their policy. But I feel its a complete rip off. Recently, I filed a service request when I found out, there was water under my kitchen sink. They sent a plumber, who determined the leakage was due to wearing of sealant around the faucet. My wife asked him to fix it but he refused saying Fidelity insurance will fix /replace the faucet but will not cover any failure due to wearing off of sealant or caulk. He demanded $50 service charge for coming to this conclusion. I was so surprised by his conclusion, that I called Fidelity and asked them about this. They told me to read my contract and lo and behold, their contract excludes any wear and tear due to caulking. So in essence Fidelity is telling me caulking is not part of plumbing. I can imagine if at all Fidelity replaces a faucet, the plumber they send is not going to put a water seal around the faucet. Why does Fidelity do this ? I am sure they conducted an audit, which showed them that most of the service calls they were getting regarding plumbing was due to failure of sealants or caulking. So they decided to exclude it. What a nice way to deny a claim. On top of it, I cannot even cancel their plan as I already paid for it upfront. What a ‘peace of mind’ for Fidelity, they have your money. Is it worth buying their policy just for the sake of just big appliances ? I had another bad experience last year. I had a GE Profile Stainless steel Refrigerator in my house. For some reason, the freezer could not maintain low temperature. I called Fidelity and they sent out a Sears Home technician. He came out and changed a part. Now the refrigerator started freezing everything kept in it. Even milk and food kept in it would freeze. I called Fidelity again. They sent the technician. The problem did not go away. I made nearly 6 service calls, and the technician came nearly 10 times. Every time they give you a 6 hour window and I had to take half day off from work to wait for him. I called Fidelity and asked them, why are they not simply replacing the refrigerator as they promise in their contracts. They response, they never promise, they will replace an appliance. They will think of it only when, the total cost of repairs exceeds $1000 for a $1600 refrigerator. Even after 6 service costs, the total cost was only $600. So in essence Fidelity is telling me it never cares about its customer’s convenience or ‘peace of mind’ as they put it in their ads. The supervisor I talked to never cared about all those half days of leave I had to take from my job and all those $50s I paid for service calls. They were only hoping I will get fed up and replace the refrigerator my self or stop calling them. Thats what I ended up doing in the end. I could not afford to buy another refrigerator but I just started buying milk for 2 days. It never brought me ‘peace of mind’, it only brought me a big hassle. I will dump them when I get first opportunity.
Fidelity National Home Warranty / Fidelity National Financial Reviews & Complaints
I have been a “customer” for Fidelity for about a year. It came with my house that I purchased. I first called them to inquire about the service and was told all these great things about the coverage. When it came time to call them for service, they had no problem sending out some random guy from a never heard of company and taking my 50.00 deposit. But it was clear that nothing was ever covered. We wanted a leak inspection, they sent a plumber who had no equipment whatsoever and he said that he was sent since he needs to be sent first before a leak detection company was sent. When my pipes were not working, they sent someone only to tell us he could not do anything since Fidelity did not cover services that required going on the roof. I have other examples, but the worst part about their company is the absolute rudeness and arrogance of the staff. As soon as you get on the phone to discuss why something was not covered, there is this tone of superiority that I cannot even describe. They speak to you as though they are a service technician expert and a contract attorney paid to argue against you, when in reality, they have no idea what they are talking about. They try to speak in technical terms when really they have no training in that field…only training in sounding like they know what they are talking about. It came to a point in the conversation where I asked, “Well, are you a plumber? Do you have any training in plumbing? Have you ever worked with a plumber? Have you read any books on plumbing?” I am an attorney and work with hostile people all day. I have been in situations where people were going to prison for 30 years and they had a better disposition than this company. Fidelity Warranty staff is the most hostile, impolite, and arrogant staff I have ever come across in my entire life, both professionally and personally. They tell you about all this great coverage, but the second you try and get something, it seems that their sole job, their sole reason for picking up the phone, is to tell you why you are not covered. Bottom Line: The actual problems they cover are small and would be cheaper to fix yourself than to pay $50.00; They send people from non-reputable companies who have little interest in helping you; Their staff is arrogant and hostile. Contract at your own risk!
Fidelity National Home Warranty / Fidelity National Financial Reviews & Complaints
I have been with Fidelity for several years, paying but not needing service except the last couple of years when I have requested service, got delays, rude customer service, terminal hold on the phone, etc. The last service call was the kicker when I called about a rusted water joint under my kitchen sink. The plumber came and said it wasn’t the joint but the clasp holing the joint and that part wasn’t covered. He said he could fix it by replacing my perfectly good but old garbage disposal, After he replaced it, the new one didn’t work and he said the outlet was wired wrong and would need an electrician which took a couple of days because I had to go through Fidelity. After a few days the electician showed and had the problem fixed in under a 1/2 minute. The plumber Fidelity had sent for a simple joint replacement, but instead had replaced my perfectly good garbage disposal, had plugged the new disposal in the wrong outlet and that was why it didn’t work. The electician was disgusted and said he would report it to Fidelity. I am on a fixed, limited income and really can’t afford this insurance so I asked to cancel and get a prorated refund. I got a letter from Fidelity that stated that 128 unused days were prorated for a total of $229.12 which seems about right but then they had the gall to say that the contract could not be canceled except for (a)non-payment, (b)for Seller if close of escrow doesn’t occur or (c)fraud; and that there were $50 administrative fee and $512.97 service costs (not sure what for) which leaves $333.85 owed. I say this is fraud (misrepresentation of facts by Fidelity) on there part because they don’t want to follow thru with authorized repairs and have bogus contractors who add extra services and parts then don’t even know how to plug in the part properly. I found out later that the sink part cost under $10 and a friend of my son’s could have talked him thru the repair. Instead there’s the charge for the plumber’s 2 visits, the garbage disposal I didn’t need and the charge for the electrician who got a good laugh at the stupidity of the plumber in not know how to plug in the disposal. I’m assuming that is what the charges are for. Under the circumstances cited above I feel the desired resolution would be a full refund of $655.00 contract price because of the ineptitude of Fidelity in provide competent repairmen that caused a lot of inconvenience and stress for me. I had to cancel 2 doctor appointments to wait on the servicemen.
Fidelity National Home Warranty / Fidelity National Financial Reviews & Complaints
I have called several times to get my AC fixed, waiting on hold about an hour and 45 minutes each time and they keep sending unauthorized vendors to fix it. They show up and say they can’t do anything. It has been ten days of this. It is the dead of summer! I’ve got the warranty and paid the service fee for nothing? I wish I had chosen a local warranty company so I could speak face to face with someone and hold them accountable.
Fidelity National Home Warranty / Fidelity National Financial Reviews & Complaints
I purchased the Home Warranty Insurance Program from Fidelity National Home Warranty and they are a rip off. I pay an additional premium to cover my pool and spa. My insurance coverages states it covers the pumps of the spa. The company sends out a repair company who doesn”t know anything about spas, he tells Fidelity that the part is inacessible. My claim is denied based on this. I call the company back and tell them I can move the spa because it is an above ground spa and it can be moved, then they tell me that it is because they don”t cover the jets of a spa, which is true, but I tell them it is not a jet it is the pump. I hire a contractor to come out who knows what they are talking about and they confirm in writing that it is the pump not the jet. So I mail a letter stating that I want my claim reopened and that this part should be covered. I get another phone call back stating that they spoke to my contractor and that they confirmed that it was the jet and not the pump. I call back my contractor to have him fix the problem because its 7 months now and he tells me that the insurance company never called him. So I am going to take this to small claims court and I am going to make sure that every one I come into contact with knows this company is a scam and if you know of anyone I recommend you do the same thing.