Fidelity National Home Warranty

at first they wouldn't cover al repairs stating that there were missing electrical parts that aren't covered under contract. when I had a long lengthy conversation with them and sent them evidence that I had not been the one to remove it their technician "missed seeing it and that the non covered components should be covered as they were actually there" the warranty contracted with consolidated mechanical, one of the worst HVAC companies I've ever worked with. technician was rude, would not keep me, the homeowner informed of what was going on, took a week to send in all necessary paperwork and pictures to get the claim approved. Overall Fidelity is a decent home warranty company, and with my 46 year old house there will be issues. They have done a good job with most repairs, but I thing that they are actually costing me money. They refuse to acknowledge that there are more parts needing replacement in my AC unit and state that they just "fix" Failures rather than try to get the unit working as close to new as possible. It will go out again, and in the mean time I'm paying higher electric bills as they refused to repair many other failing parts that my independent repair company has found. They came out for a water heater repair the week we moved in. That was repaired quickly and efficiently. Then after that for the numerous repairs needed to various pluming issues, they just kept telling me what wasn't covered. the 500.00 a year is cheaper than a 7000 heat pump so I will keep the warranty.

Horrible experience. We had our water pipes repiped and in the process noticed that one of the drains coming from our washer was broken. It was behind a wall so it was not visible during inspection. Fidelity sent a plumber who looked at it and immediately said it would not be covered as it was a pre-existing condition. Our contract clearly states that pre-existing conditions will be covered if they are unknown to the buyer and would not be found during a visual inspection. I called Fidelity and spoke with one of their reps who basically repeated what they plumber said. When I brought up the specific contract term, they transferred me to the authorizations department. That person asked me to send my home inspection report and that I would receive a call back. After 2 days and no calls, I followed up and was told someone would call me within a day. When that didn't happen I called back and asked to speak with the authorizations department. After 30 minutes on hold, the representative told me that they were denying my claim as the inspector's report didn't prove that the plumbing was in good working condition when we bought the house. I'm now on my second managerial review and have next to no hopes that this company will honor their contract.

We really liked them. They were very good. Whatever the house had before they came in was horrible. They actually let me know when they have been here. They gave inputs and they really helped us when we first got in our system with them because the other company that we were under a contract with before that our mortgage company had would never even tell us when they were here. They never did anything and the alarms were not even hooked up right. Fidelity does not charge us for their service because it is part of their warranty service. They were very trustworthy and they went above and beyond.

in The 2nd worst company that i have ever worked with on 5/5/2013 and started a claim with the company. I explained that i only have one bathroom in my house and it was an emergency I had no shower the drain clogged and would not drain 2 days later they finally called to tell me someone would be out the next day. the person came i couldnt fix the issue said that he would send someone out the same day i waited all day and at the end of the day i called the home warranty they said sorry they would send would call someone else. they lied they didnt call anyone else they sent 2 DAYS later a person from the same company who said that he couldn't fix it so then i called again i was upset they said they would have someone out the next day nothing. they still didn't send anyone out. finally i got a call from a company called the plumbatior saying they would be out ASAP the NEXT day it had been a week at this point, he didnt show i called the home warranty again they said they would work on it. finally a 3rd person came out looked at the tub said that he could cut the pipes mind you all he did was LOOK at the tub when i called to tell them this they sided with the plumber and when i asked to speak with someone else he said that he just keep repeating the same thing over and over again. I left a message for the manager marked as urgent and he still has not got back to me... by the way i was charged for this and they have done nothing yet other than send people out that DON'T even do anything other than look at the tub NOT even the pipes and say that its not possible and they are going to cut the pipes. horrible company DO NOT USE THEM!!!

They have been very good. They set the company up and had them contact me. The company did great work and took care of our issue. I feel like every other warranty company tries to find every excuse to not honor the warranty. I have had no troubles with Fidelity.

I have never had a bad experience with them. One electrician was not to my liking and they replaced him immediately.

I was called back promptly to make an appointment and the nature of the problem was explained to me clearly. The solution was made quickly and efficiently. They were responsive and they did the job!

These are the most unprofessional, unethical people in the world. They dumped us without contacting us to let us know and withheld the reason which is obviously because they had to actually DO WHAT THEY ARE SUPPOSED TO DO and fix things in our home. These scheisters rely on suckers to pay them yearly fees and never require their services but try actually needing something and see how long you last as a customer. They took 6 weeks to pay us for our broken refrigerator and sent five different companies out to diagnose it, creating massive inconveniece and stress. Then when they finally paid (at about 60% of its value), they dumped us from the policy without notice. DO NOT EVER USE THIS COMPANY!!!!

the person I spoke with at National Home Warranty didn't seem too interested in my problem but it was resolved. Perhaps it was just the person with whom I spoke and not the entire staff.

Fidelity was very responsive and accomodating answering detailed questions about the process for the decision I made to do an upgrade with a buy out. I have had several different home warranty companies over the years as a home owner and Fidelity stand heads above the others with cutomer service. Additionally, they have a local (Las Vegas Valley) represntative who is available for additional assistance as needed.

When we called Fidelity, we explained our problem with our AC and they quickly set up a time for us to have someone come out to fix the problem. It took only a few minutes and they were kind and courteous. The cost listed above was for our co-pay on our plan.

They had a second electrician come over to check out the wiring to the evaporative cooler only we already had an electrician come out say it was fine. They say they have no record of authorization even though I have a work order number for it. We did not need an electrician to come over.

We've been trying to resolve this issue with Fidelity for almost a year now and this morning I finally filed a complaint the Better Business Bureau. I even provided them the full transcript of the complaint before I filed it and told them I really would rather resolve it with them directly, but I got zero response by my deadline (which was Friday at 5 p.m.). All of the things that went wrong are too long to list in this box (my full complaint is 7 pages single-spaced), but here is an excerpt from what I told the BBB. "My husband and I are first-time homeowners who bought our first condo just over one year ago, which, at the time, had a 3-year-old American Standard Air heat pump that was predicted at our home inspection to last us at least another 7 years and most likely more. We purchased a Fidelity National Home Warranty at the time of escrow for our condo to protect this expensive unit and many of our other appliances and renewed the contract to continue protecting these appliances. On its website, Fidelity says the home warranty provides “peace of mind”; however, it has been exactly the opposite and the biggest nightmare in our lives. As of now, 1 yr.,4 mos. later, we had to give up our American Standard unit (which was so new it was still under a complete parts manufacturer warranty), got a replacement with a generic Payne unit (which, we suspect is still not installed correctly as we received an e-mail from our upstairs neighbor saying the noise from the new unit is unbearable and, just yesterday (10/6/12), when we turned the unit off using the in-unit control panel for the first time, we found that, an hour later, it would not turn back on. Instead, it made a hissing sound and another sound that sounded like liquid dripping in pipes. Plus, I discovered that during the new unit installation, the installer, Relaxed Heating and Air, lost one of our 3 screw-lock devices for the filter compartment and didn’t even bother to tell us. We went without a working air conditioner for 1.5 months, despite record hot temps. We've tried to find a resolution with Fidelity for the past 10 months (I have a log of all the times we've contacted them; it's way too long to fit here), only to have them continually deflect responsibility and treat us with disrespect, including unreturned phone calls and giving us no way to contact them via e-mail to avoid phone hold times of over 15 minutes. The different departments within Fidelity each give us different information, such as the Dispatch Department telling us a transfer to an American Standard Air specialist hadn't been approved, then the Authorizations Department telling us the transfer was already approved—all in the same phone call. The communication with its vendors is even worse. Vendor Relaxed Heating and Air told us that the American Standard Air unit needed a few replacement parts that would be ordered and arrive within 3 days; 3 days later when I called Fidelity, the rep told me she had no information on a parts order and then a call later that same day told us parts would not be ordered and we had to pay over $1,000 out of pocket to get a new heat pump installed as they refused to repair the current one, even though all parts would have been free under the manufacturer warranty. Fidelity also told us the unit is "so old it must be fully replaced," even though it was less then 4-yrs-old. Fidelity told us that its Relaxed says the coils were dirty and showed a lot of wear. However, a second opinion from West Coast Chief Repair said in writing the coils were clean."

When we purchased our home, the seller purchased a one year home warranty with this company, so it wasn't my choice. People in the neighborhood had been having problems with the water pressure at their homes. I remembered hearing some knocking sounds when I would turn on the water so I had a plumber who was a friend of one neighbor, check it with his gauge. (It's a $15 part that you can buy at any hardware store that you put on your water hose. It looks like a tire pressure gauge and is just as easy to use.) Our water pressure was way above the recommended PSI. I called Fidelity Home Warranty (FHW), since we had to use the plumbing company they would send out and not someone we would've liked. The plumbing company came out and the plumber dug around the box where the water meter was, with a screwdriver, then told me that there was no water pressure regulator. I guess he didn't want to get his hand dirty. Since it didn't exist, it couldn't be covered under warranty. He put me on the phone with FHW who said that the plumber was working up an estimate to install a new one. I believe it came in at around $500-$600 for everything. I kindly told FHW and the plumber that I would go with my own plumber if I were going to do that. I called the plumber friend of the neighbor, who told me that the water pressure regulator had to be there, given the age of the house, for everything to be up to code and that I should dig just outside the meter box. After about three small shovels of dirt, I found the pressure regulator. I called FHW and they didn't believe me at first, but finally said they would send a different plumbing company out and if I was right, they wouldn't charge me a second time for the $55 co-pay. I was correct, the 2nd company fixed the meter, my contract with FHW expired and when they called I told them I would never renew with them again. If I didn't have that other plumber, I would've been robbed of hundreds of dollars for something that did exist, and was covered under warranty. They get a C for being on time and for Professionalism for not charging me the co-pay twice.

We have used Fidelity Warranty for many years. Overall they have provided decent service, though more than once we have had to ask for a second or third opinion when the first company they sent did not fix the problem or misdiagnose it. We fought with Fidelity to provide a better unit and fto pay for installment, but they refused each time. Therefore we were without air conditoning for longer than we would have liked in temperatures in the 90s. In addition, it took us almost a year to diagnose and fix what turned out to be a simple problem with our washing machine in 2010 and 2011. Although the warranty costs $570 a year, each year they havesaved us much more than the price of the warranty. We have been content with their service. However, their replacement payments for all appliances have proved to be considerable lower than actual costs. What they offered for the washing machine was hundreds of dollars short of what it would cost to replace a silmilar model with all the features. They get away with this by insisting that the older machine is not equal to modern machines and therfore only equal to the lowest cost washing machine available. They did the same with the air conditioner; they provided us no choice and sent us the cheapest air conditioner available - we had to accept their choice of air conditioners or they would not provide enough money to find one on our own. However in that case, the old one was so old and so inefficient that any modern model was better. We would love to find a warranty company that actually replaces products with the modern equivalent of the older model, not just the cheapest unit available.

They are very quick. My garbage disposal just went out. They came out and checked it. They couldn’t repair it, so I got a new one. They replaced it pretty much in kind. It’s a very quiet stainless steel disposal unit. I’ve got brushed stainless steel in my kitchen and they said they would replace it with a standard chrome type fixture as they can’t repair it. I didn’t want that and so, they paid me. Then when I went in to get it taken care of, the girl at the plumbing place said I have lifetime guarantee on my fixture. So, I ended up getting money from them.

They are a little cheaper, about 360 dollars per year.

They are prompt. They are efficient and effective. I rate them highly.

When our drain stopped-up, we decided to call the home warranty company purchased by the former home owner. Although reluctant at first, I finally deferred to my girlfriend, who had previously used a service technician provided by Fidelity National Home Warranty to repair her dishwasher, although it took four or five tries. The plumber from "Money Saver Plumbing" arrived about an hour late, and had not bothered to call us to inform us of his tardiness. Once he arrived, and after using our bathroom, he spent about five minutes looking at the pipes under our sink, at our sink, and then at the exposed pipes on the outside of the house in the kitchen area. After this brief examination, he told me that he could not help me unless we installed a clean-out access pipe, which would run about $350. And Fidelity National Home Warranty would not cover this expense. Finally, he told me that we would still have to pay $55 for the service call. Needless to say this was very frustrating. Not only did I have a stopped up sink but I was facing an unexpected charge of $405 for what appeared to me, an admittedly novice plumber, to be a simple matter of using a snake to clean out the blockage. I asked the plumber to leave and the next day, while we were at work, my girlfriend's father cleaned the pipes with a snake in about an hour. I am still wondering why Money Saver Plumbing could not have done the same. Our contract with Fidelity clearly states that "stoppages which can be cleared with standard sewer cable ... through an existing, accessible ground level mainline cleanout without excavation." While we may not have a clean-out access pipe, there was no need for excavation and it was easy to run the snake through the pipes under the sink to clear the blockage. It may sound unfair, but I can only conclude that Fidelity contracts with under-qualified technicians who look for ways to tack on additional expenses to the minimum of free services that they may provide. The only benefit from this upsetting experience was it motivating me to sign-up to Angie's List. I would much prefer to pay for someone I can trust than take a chance with whomever Fidelity may send out and with unforeseen and unexpected charges.

We have a yearly contract with Fidelity. Their prices are average. We will not be renewing the contract; we are done with them. They were denying the coverage that was clearly stated in the policy and it wasn't until I threatened to get the State Attorney's Office involved that they amazingly decided that they actually covered it. They were uncooperative and they were trying not to provide the service that we contracted for.

They cover absolutely everything with no questions. They are very prompt.

We have used their service 4 or 5 times. We have had electrical work, plumbing, a septic person out and a water heater repaired.

The FNHW HVAC specialist went through his inspection, and told me he did not believe the system could be repaired to work properly. He then filed his report and I was contacted by FNHW and the claim was denied. Later, a written statement indicated the reasons for denial as: 1) The upstairs system is undersized so both units are not eligible for repair, and 2) Duct work was damaged so it was not eligible for repair. The existing system is 2.5 Ton and serves about 1050 square, which actually only requires a 2 Ton unit. Clearly it is not undersized. Although there was some compression to the old ductwork ( a factor of age and time ), it was normal. The duct he claimed was collapsed, and not allowing for airflow was simply shut down at the damper ( which he claimed did not exist ). The other duct he claimed was damaged actually had been passed over an elevated 2x4 and was depressing at the point of contact. That could be easily resolved with a piece of wood to spread the load over several loops of the internal wire coil. The issue has been referred to the California Insurance Commissioner along with complete documentation. Clearly both of these findings cannot be substantiated, and neither is a cause to deny the claim for the whole unit. In fact, the cause of the problem is that both condensors had simply "aged out", and were leaking freon where they were breaking down internally. The contract provides that if such an element needs to be replaced, all additional components ( like all HVAC components and necessary ducting ) will also be replaced to maintain a matched system. By the terms of the agreement, FNHW should have offered a "cash out" equal to the price they would have paid for the new components and the cost of installation plus permits. UPDATE: Although the company had been advised specifically how their conclusions were in error, they waited until the end of their 30 day response timeline allowed by the insurance commissioner, and then replied with a scripted text that they were sorry for my experience, and then repeated the original, erroneous, findings. If anyone reads this review, limit yourself to reviews written about this company for 2011, and 2012. They are almost exclusively D and F ratings ! I have a 9 year history with them, and find their current policies very disturbing.

Additionally, The heater control panel did not function in the same manner as the original and was showing simular signs of the original defect. I called the warranty company back to have them send out a different repair service as I did not want Preferred Pool Repair back at our house. Fidelity refused to send out a different company, unless I wanted to pay for the second service call. Preferred Pool Repair called me to set an appointment to return to check the panel. I informed them That I would not be available for this appointment until October 8. I explained that I did not trust the company to be at our residence unsupervised after the damage which had occurred after their last visit. The representative from Preferred Pool Repair advised that she would advised Fidelity and hung up on me. I waited for Fidelity to call me back to arrange for the problem with the Heater Control Panel to be addressed. after a couple weeks went by I called Fidelity to find out what the status was of the repair. They advised me it had been closed out as completed. I advised it had not been completed and at this time advised that I still had not received a call back from the supervisor regarding the damaged control valve. Preferred Pool Repair came back out and advised me there was a change in the new control panel operation. They then sent me a bill for a return visit. I have had issues with plumbing emergencies and Fidelity not getting a plumber out in a timely manner, 48hours for a complete blockage. Be careful with this company

On May 21, 2011 our daughter's A/C unit failed. She was leaving that day for California on a business trip. She postponed her trip to the following day to stay and have Fidelity examine her unit. The service man diagnosed that the compressor was grounded and needed to be replaced. The compressor would need to be ordered and if they installed it, our daughter would still have to pay over $100 that was not covered by the policy. Also, he did indicate that this was a 40 year old unit and maybe she should give some thought to replacing it. Our daughter decided that upon returning from her business trip, she would look into this option and check the costs and also wait to see what Fidelity would give her as a buyout. Upon her return: scheduling time off from her work to meet various A/C companies; waiting for estimates; receiving Fidelity's buyout of $771.13; she and I personally talking to sales representatives on numerous occasions; and spending over a month in her condo in record breaking Phoenix temperatures with no A/C; she decided to go ahead and replace the unit and try to get a better buyout from Fidelity. I have been trying to help her with negotiating that buyout but have been told repeatedly that she should have just replaced the compressor and gone ahead with the additional service calls until the unit was completely non-functioning...in our view nothing but a BAND-AID resolution. It would have been a total waste of time, energy and money for her as well as Fidelity. As a Realtor for over 22 years, I have always encouraged Buyers to ask and Sellers to pay for home warranty polices on resale homes. When our daughter bought her home 12 years ago, the Sellers provided her with a policy and she has renewed it as a homeowner every year since then. During that time she was never filed a claim with Fidelity. She has been an exceptional policy holder. However, Fidelity says they really can't consider that for a claim. While investigating her options, she learned that the current type of Freon wil not be available (federal law) in the next few years and at that point her unit would have to be retrofitted or replaced. Retrofitting would only be another BAND-AID to her existing unit (and likely an expensive procedure) and replacing would only be for the bare minimum...no guarantees that the total cost would be covered under her policy. Again, in the long run more time, energy and money would be involved for her and certainly for Fidelity. Our daughter is not asking to be reimbursed for her cost in replacing the unit, it was her choice not to live any longer with a "40 year old dinosaur". We feel that Fidelity should have offered her a buyout for at least the cost of retrofitting or replacing the basic unit. This would at least tell her that she is appreciated as a loyal customer and they definitely want her as a member. Fidelity's buyout was a slap in the face and showed lack of customer care or concern. Yes, I am her mother and trying to help her but as a Realtor, I am considering adding to my "Suggested List of Home Warranty Plans" that I give my clients, a fourth alternative titled "Help Yourself Plan"....open a special savings account, deposit $30 into it monthly and in 12 years this could easily help one to finance a real problem!