Fidelity National Home Warranty

On September 16, 2021, the air conditioner went out in my rental. I was particularly concerned because the tenant is an elderly woman, and we live in a very warm climate with temperatures near 100 degrees. I filed a claim with Fidelity National Home Warranty on-line, and paid the $75.00 service fee at that time. On September 20, a local vendor diagnosed the problem as a blown compressor. Then, the nightmare began. After hearing nothing for a few days, I contacted the vendor. He told me he submitted his diagnostic report to FNHW on September 21 and had not received authorization to replace the blown compressor. I then called “customer service” at FNHW. After being disconnected several times, navigating through countless recorded instructions, then being placed on hold for over half an hour, I was finally able to talk to “Gabriella” at Fidelity National. I explained my emergency situation, and she said it takes 2 days to approve the repair (it had already been 3 days.). That was 14 days, and numerous calls, ago – each with the same obstacle course required to reach anyone. And the claim, which is very clearly covered by the policy, has still not been approved. I have attempted to contact the company 9 times, but have only been able to reach a real person 5 times. Wait times have exceeded an hour and, two times, I was disconnected mid-sentence. On both occasions the person to whom I spoke had my phone number but did not call me back. Each “customer service” person has had a very heavy Hispanic accent, and are difficult to understand, but it is apparent that they all have the same script. Basically, it is “I am so sorry for your inconvenience, but we have to wait until the “Approval Department,” approves your claim.” When I have asked to speak to a supervisor or manager, the “customer service” rep says they are not available at the moment, but that they would call me back. Nobody has ever called me back. If Fidelity National Home Warranty is actually functioning as a legitimate business, it is the most poorly run organization I have ever encountered. But I don’t believe even the most incompetent company could consistently display the level of total ineptitude and outright indifference I have witnessed. Instead, I believe that they have purposefully adopted a business model designed to avoid paying legitimate claims by frustrating claimants to the point that they decide to pay for their own repairs.

Our agent purchased this for us since we were buying a home with very old appliances. Our initial contact to set up the warranty was terrible, the customer service person couldn't get the details right and became impatient and argumentative when we tried to correct her to make sure it was set up correctly. A week later we decided to follow up and make sure it had gone through since we hadn't received the email confirmation. We were told our payment information didn't go through. Upon asking to confirm the plan, it was missing the vital components like the ROOF and pool equipment and FURNACE. Got that straightened out and paid for. A month later the furnace stopped working on a Friday. Called them at 5:30pm on a Friday, the furnace repair place they referred us to was already closed. BEWARE, these services can't be called on over the weekend. So, at 5:30pm on a Friday it was too late to get anyone out. Over the weekend, husband and brother reset some breakers and got it going again. We never heard from the furnace repair company or any follow up from Fidelity National Home Warranty. We were not charged thankfully. Dryer died yesterday on a Sunday, washer full of wet clothes of course. Giving them another shot since we have no choice, and will follow up with another review, but am not going to be surprised if we get a repeat bad performance.

We obtained a home warranty from Fidelity National Home Warranty from the seller when we purchased our home in November 2017. In May of 2018 we noticed a water leak in our garage ceiling and called Fidelity National. Since the leak required that I turn off the water to the entire house, they said it qualified as an emergency and they would offer the job out to all of their subcontractors in the area to get the quickest response. Fidelity then charged us $75 as per our home warranty agreement. They called back later and told us that All Express Plumbing would be out within 2 hrs. After 3 hrs we called Fidelity and they told us to call All Express directly. We called All Express and left a message (it was after hours). The next day, after having no luck with their designated plumber, we called Fidelity and asked for another plumbing company. They initially resisted but eventually agreed to provide a different plumber and would call us back with the contact info. They never called back. Eventually the original plumbing company fixed the problem, no thanks to Fidelity. My impression is that Fidelity National assigns service requests out to the lowest bidder and after they get their fee, has no interest in providing quality control over their subcontractors.

Called Fidelity 3-4 different occasions to fix our broken dishwasher that they won't replace. Every time we call, we pay $75 for them to send out a technician or plumber who doesn't fix the problem. We have lived with this issue for three years now. We called them and begged them to replace the dishwasher but all they will do is send out another technician for $75 to not fix the issue. So at this point, we are buying a new dishwasher, cancelling the warranty, and writing this review because we are no longer wasting our money with this terrible company.

AC broke. I called Fidelity to file claim. On hold for 45 minutes and disconnected. Hung up and called again. On hold for 30 minutes and I hung up. Very hot. Called my AC contractor and they replaced. Fidelity denied coverage becasue I did not use their vendor. Was told that they never put people on hold that long. Would never use them again.

Temperature 90 degree plus. Baby visiting. AC broke. Home insured by Fidelity Natinoal Home Warranty. Waited online for 45 mintues to get someone from Fidelity National Home Warranty to take my call and submit a service request. Baby getting overheated. I gave up waiting for them to answer my call and placed a call to a local HVAC company who responed immediatley and replaced my broken AC compressor. Now FNHW is denying my claim because I was unable to get anyone at FNHW on the phone to handle my claim so they could call a HVAC contractor of their choice. What a great strategy (NOT): Don't answer calls that might result in claims and when homeowners with policies give up an call their own contracter,s deny the claims saying that I should have waited indefinately for them to answer the phone. There are better home warranty companies out there.

The product itself seems to be worthless. I have had two issues that I called them about, and both times coverage was "excluded." Their biggest issue, however, is customer service. In particular, I recently had an issue with my thermostat (it went blank). Their technician came out but didn't bother to even pop the thermostat off the wall to inspect it. Instead, he summarily declared that I needed an entirely new HVAC and "graciously" offered to do the work for $800. At the same time, Fidelity denied coverage for any of the work because of an exclusion for "multi-zone units." Anyway, the problem turned out to be the thermostat itself. I replaced it on my own for $100 and it's working fine. How does a thermostat fall within an exclusion for 'multi-zone' HVAC, anyway? A few days later I received a bill for $65 for the technician's service call. I contacted their customer service to explain my frustration with the whole thing. Why charge me money for a diagnosis that was incomplete and incorrect? Wow. This was probably the worst customer service I've ever experienced. I got an earful from the customer service rep about how inappropriate it is for me to challenge this type of thing. "You signed a contract," they said, so "the service fee stands." I've never really had an experience like this. Suffice it to say, there are other home warranty programs out there that I'm sure have better customer service. Why throw away a customer relationship over $65? The ROI just doesn't make sense to me. I emailed them about my experience. I haven't heard back. Big surprise.

I think it was fine, every other year I'd have to put freon in my refrigerator. Every time I say this needs to replace, they'd say no, no it's okay. It works. I had them for quite a few years.

My trouble with them is I can call them but it can take up to 5 days for them to send somebody. If I need a plumber (example) I use Rocking H . I call Fidelity they place the order & Rocking H comes out and does it. Overall rate c. I get frustrated by their lack of time & response rate.

They said it was not covered. I read the contract and it says it is covered. The technician spoke very poor English, he was hard to understand.

i paid service charge twice and it wasn't fixed. Very rude customer service.

They are a home warranty for whatever breaks around the house. We used them once for the range and twice for the refrigerator. I enjoy they are very good. They don't typically complain or try to get out of things which is what I expect from my warranty. So far when I've used them they haven't tried to shook saying it's not our problem.

Fidelity has possibly the worst customer service I have ever experienced. The company has no regard for its customer's time and does not back up its repairs. I had a refrigerator go out last year, and it took them six weeks and about 5 appointments to "fix" the refrigerator. At the time, the service technician said that the refrigerator shouldn't be fixed and a replacement should be provided instead. Fidelity decided they would rather waste my time and fix it. The refrigerator went out again in less than a year for the same issue (a seal system failure). After I paid for another service fee, the technician came out and said it was the same issue and that he recommends I just get a buy out. It's now been over a month, and Fidelity won't even give me a buy out quote. Instead, they want to send out another technician to look at the problem again, and want me to take additional time off work. Moreover, this is not the first time I have had issues with them. My water heater broke a few months ago and they played games after games and gave me a low ball number for a replacement and did not cover things that were clearly covered under the contract. Bottom line, stay away from Fidelity.

I could reach them pretty much any time to report a problem so I like that about the company that I can call any time if there’s an issue.

My home warranty company is Fidelity National Home Warranty and I called them about 8 months ago. I pay $75 each time. I think they need to include more things in their services.

Extremely bad service. My clothes washer had multiple issues within 8 months of me moving into my new home. The door hinge broke, water would not drain and there was a loud noise during the cycle. For 4 months FNHW kept sending different technicians to get an opinion. After the 3rd visit, a technician replaced drain pump, and said he had fixed the door and bearings, only to find out that the water still did not drain, the door is still dangling and the noise is like an airplane taking off. They send another service company and even they said the unit should be replaced. However, FNHW says it is not "Normal" wear and tear that is caused due to age. It is "Abnormal" wear and tear. And they says that it is just based on the technician report. The machine is 14 years old and they consider the issues are not due to age. 4 months later and 4 times technician visit later I have no resolution for the issues and I've had to pay the service fee for the technicians to come out. All Loss and no resolution. EXTREMELY DISATISFIED!!!!

Fidelity National refused to honor its commitment to repair/replace broken AC condenser under our Home Warranty and we ended up spending countless hours trying to work with the company and ended up paying for it ourselves. We will be pursuing a claim against the company. First, they send out a rep. who claimed it was a circuit board problem (not covered under warranty). We obtained independent verification that this was not the case and provided this to Fidelity National. They then sent out another rep. who claimed the unit had no freon. We again demonstrated that the freon was fine. Their second rep. then provided a different explanation, claiming the unit was disassembled. We again had independent witnesses verifying this wasn't the case. Fidelity then offered to pay roughly $1,500 of our $6,500 cost or do it themselves. We declined the $1,500 offer as entirely inadequate and asked them to do it themselves. They then refused, saying instead that they would send out yet another rep. to see "if" we qualify. We ended up incurring all costs ourselves and will be pursuing a claim against the company.

Several times they fail to have a vendor available quick enough for me like when I had a water heater go out I had to find my own plumber because they just didn't have anybody that could take care of it quick enough and when you have a tenant just sitting here without any hot water they get unhappy really fast. It's been a couple of time where I actually had to arrange my own vendor and they do reimburse you for most of what you end up paying but not all of it. It's a good price for what you get and I tell anybody that I run into that has rental prosperity to get the home warranty from them I talk them up all the time.

Approached Fidelity National Home Warranty for kitchen appliances repairs as per contract states. Provided them with documents and information requested. Spent endless hours on the phone trying to get resolution and got nowhere! My contract is paid in full and I am entitle to a service guarantied but get NOTHING! On Monday 7/25/16 I had a lengthy conversation with Fidelity representative who assured me (100% as she put it) that all the repairs are going to be concluded on 7/28/16. The same day I had a call from a technician, appointed by Fidelity, informing me that parts are to arrive on 7/26/16 and all the repairs will be done by 7/28/16. Nobody showed up, nobody called! They blame everything and everybody: I am tired to hear excuses about the technician they blame for work not done: Fidelity chosen and picked those technicians and have to take responsibility for situation. I live with no working appliances for a month! My family has a strict dietary needs and food has to be prepared in particular way, take out food is not an option. Skin on my hands is cracking because I have to do dishes by hand as dishwasher machine is not working. I had to buy a new refrigerator after loosing whole grocery stock due to a faulty refrigerator operation and no certainty on when my fridge would be fixed. I have been promised over and over that the issue will be resolved in a fast manner but get nothing but delays! This business’s license must be revoked as it is a scam! They took my money but are not fulfilling the obligations. It seems like they are prolonging the process on purpose to ware customers out to give up. I asked to cancel my policy so I could take my business elsewhere and was denied. As I see it: my money was stollen by Fidelity because I got no services promised in return.

You have to call to get an authorization once the technician arrives. We were put on hold for over 35 minutes while the technician got paid by the hour doing nothing. We did everything they asked and yet when I finally got through to someone after over an hour of being on hold, they told me the unit wasn't covered. I have spent the last two hours on the phone with them between being on hold and waiting for a supervisor. They are rude, unhelpful, unprofessional and a complete waste of money.

They have a loop hole built into the contract to avoid coverage. If they do send someone out it will be the bottom of the barrel. The plumber who came spoke absolutely no English and we were pointing and enunciating and going through the whole gamut of trying to communicate without words. They don't give you the option of who to use, so I was stuck. Then the plumber gets a bunch of black putty and puts it around our leaking drain and gives me a thumbs up and leaves. Since, Fidelity doesn't pay for secondary damage, we paid the $1001.36 to have the kitchen ceiling repaired. We paid it and accepted that, that is how the contract is. 6 months later our kitchen ceiling starts falling in the exact same spot. I called Fidelity and thought the leak might be coming from the balcony since I thought that the shower was fixed. It turned out to be the exact same leak. They had a different plumber come out and completely change out the parts. When I asked who is going to pay for the ceiling to be fixed they said they don't cover secondary damage and that it is my responsibility to get a lawyer to prove that the last plumber didn't completely fix it and get them to pay for it. WOW! This is wrong on so many levels. They know that the last plumber didn't fix it and they are fine with leaving us with the burden of trying to now get the other company to admit that they were wrong. We even had to pay for the service call for the second plumber to come out again and now we are paying $1001.36 AGAIN. Something needs to be done about this company. They are taking such advantage of the homeowners who purchase their warranty. They have 270 reviews on Yelp with 1 Star. Reviewers are describing similar situations.

had a leaking tub faucet and called on a Thursday and was scheduled to have a plumber come on Tuesday. The leak drove me crazy so I fixed it myself (parts $6.38). I called and cancelled plumber on Monday and was told I had to call Fidelity to cancel as well. Whomever answered my call was an ***. She told me that if I were every to call on that faucet in the future I would have to show proof that it was repaired by a plumber. Really? I told her to not worry about it because I would NOT renew with them as they wanted to charge me 65.00 to fix and wait five days! Response time is NOT prompt. I will be obtaining a warranty from another company.

The service reps are not very responsive. We have to call to get an update. We did escalate to a supervisor who simply repeated that there is nothing she could do.

Basically, this company engaged the worst pluming company that I've ever encountered. The plumbing company was unable to complete the repair. After numerous complaints to Fidelity, I engaged a plumber who fixed the issue, same day, no problem. I would have been better off not having the warranty, they're not worth the effort.

This company won't replace a 22 year old microwave oven that leaks microwave energy, has a door that is off adjustment with a burn on it. I bought a microwave tester that costs three times more than the technician's tester and has A ratings. It registered maximum microwave leakage. The technician had a tester that has been evaluated by the International Microwave Institute to be unreliable in their 2012 report. The certified technician didn't know that his tester has to be calibrated regularly and also said when I asked that he had never had his tester register a microwave leak at all. Three minutes after he left a representative from Fidelity National Home Warranty called me to say that my microwave would not be replaced and she was quite rude. The Home Warranty contract only allows to replace a microwave if it won't heat anything. So in my opinion, this is a reckless policy when it comes to microwave ovens and should probably be illegal to sell a warranty plan with this limitation for this appliance. But it appears that since microwave leaks do not cause immediate harm that can be seen or death to the user they can get away with it. My conscience wouldn't allow that if it was my company and that is the truth. The technician and home warranty company did not offer to repair it. I would have declined to anyway.