Fidelity National Home Warranty Customer Service Issues

I called on Friday, 8-16-19, to request a repairman for my swamp cooler that had stopped working. Grogan Mechanical Inc. arrived at 4:40 pm and attempted to fix it but it stopped running again after their visit. The technician mentioned it was repaired but it failed shortly after. They were supposed to return on Saturday between 8 am and noon but did not show up. I managed to get the cooler running myself by adjusting the bracket and motor, but it's not as effective as before. Additionally, I observed some roof shingles were damaged during the visit. I paid $75.00 for the service call, but the cooler is still not working properly, and now I have to address the shingle damage. I hope to have this matter resolved promptly. Thank you, Sadie M. and Nora C.

My policy number is N49207 regarding my air conditioner. I am urgently trying to reach my case manager, Geoff or Jeoff. I have been given his extension as [redacted], but I have not been able to reach him to discuss the issues with my A/C unit. He mentioned a 2nd option, and I need clarification on the next steps. My A/C is under warranty with Kenmore/ICP, LLP. Previous technicians from Fidelity Tech were aware of the warranty status. Complete Comfort installed the wrong motor, which has been confirmed by Dove Air and Anthem. The current motor is causing repeated breakdowns of my A/C unit.

My air conditioner broke down over a week ago. I arranged a repair through Fidelity, and they promptly sent an HVAC company. However, it has been a week since the HVAC company visited, and they are still waiting for approval from Fidelity. The heat has been unbearable, with temperatures over [redacted] degrees for the past two days. The HVAC company informed me that they are waiting for Fidelity's approval, but they haven't received a response despite multiple attempts to contact them. I have also tried calling Fidelity several times, waiting on hold for hours without success. It's frustrating that there are not enough phone operators available, or better yet, why Fidelity doesn't offer a chat option for assistance. In this day and age, it's disappointing that it's so difficult to reach a company for help.

Service Work Order [redacted] To Arnold Bolado & Elizabeth Tichy, Fidelity National Home Warranty has confirmed that the issue you reported is covered under your contract. However, there are additional expenses not covered by the warranty. The estimated extra charges of $35.00 for the Code Upgrade Aggregate Exceeded are not covered but necessary for the repair process, as indicated by the Service Provider, Heavenly Air. If you have inquiries about these additional charges, please contact Heavenly Air at [redacted]. Feel free to reach out to discuss your options or proceed with the repair by calling us at 1-[redacted].

Our air conditioner stopped working last Thursday when temperatures soared to [redacted] degrees on Friday. I reached out to Fidelity multiple times on Friday to report the issue but was disconnected or hung up on over 10 times. Finally, late Friday evening, Action Air came by, but unfortunately, the AC unit couldn't be repaired. Their report was submitted on Monday morning. Despite calling back 7 times to follow up on the claim, I've faced disconnections every time. The website only shows the claim as pending without any contact information. We've endured 5 days without AC in over 90-degree weather. Any assistance would be greatly appreciated. - D. Fleischman

Regarding Work Order [redacted], I contacted Fidelity National Home Warranty (FNHW) last week about our A/C issue. A local plumbing and heating company inspected the unit on Monday (6/21/21) and found a coolant leak. They were supposed to inform FNHW to send another service provider, but we haven't heard back after reaching out by phone and email. Despite frustrations, I appreciate the hardworking FNHW employees. However, the lack of communication may be due to staffing issues. I believe the system's inefficiency is influenced by government unemployment benefits. The situation is undoubtedly challenging for both customers and employees. I urge FNHW to address these challenges, even at the risk of facing governmental repercussions. It's a complex issue that requires attention and fair resolution for everyone involved.

I am having trouble getting my AC unit fixed. The company sent by Fidelity online instructed me to call them to arrange for another company since they are not in my area. After several failed attempts of being put on hold and then disconnected, I finally managed to speak to them. They sent another company, but they are also not answering their phones. The Fidelity agent named John mentioned that these are the only two service providers available.

I recently had a service technician visit my home, and he recommended that the A/C unit be replaced. Despite attempting to reach out three times, I have been placed on hold for an average of 45 minutes each time without speaking to a representative. My name is Mark Wapnick, and you can reach me at [redacted] or email me at [redacted]. The contract number associated with my issue is [redacted]. I urgently need someone from your team to contact me promptly to address this situation. The lack of communication is testing my patience, and I am considering taking legal action if this matter is not resolved immediately.

My issue began on May 2nd when I noticed my dishwasher was not working. Since then, I have spoken with 13 different people who have all transferred me numerous times, often leading to disconnections. The technician has made three visits. Initially, he fixed one part, and the dishwasher temporarily started working. However, it failed again the next day. Upon the technician's return, I was informed it was an electronic part that needed replacing due to potential water supply issues. The part is expected to arrive by the end of July, today being July 26th. Additionally, I was mistakenly double-charged by one individual who assured me a manager would waive the $75 fee and reopen my account for the technician’s visit. I have spent countless hours on the phone addressing these issues, often resulting in frustrating disconnections during transfers. I hope we can swiftly resolve this matter and fix my dishwasher promptly. Thank you. S. Fogarty Contract: D [redacted] Phone: [redacted]

The GE dishwasher inspected by Sears technicians cannot be fixed due to an irreparable wiring harness coil. Despite submitting the service request, calling customer service has led to extended wait times, receiving inaccurate information, and no record of the service report. This issue has persisted since May, with over 10 unsuccessful attempts to address it. Reaching out to the authorization department has been futile, indicating a lack of response and deferral of responsibilities outlined in the service contract. Communication with this company has been disappointing, lacking efficiency and human interaction. We do not recommend their services due to this unprofessional handling of our situation. Prompt business conduct and clear communication are essential for customer satisfaction.

I've been trying to reach out to them with no success. I placed a service request, but the company that came to assist did very little to resolve the issue. My air conditioner has been malfunctioning for over a month, and it's especially challenging because I recently had surgery. With a nearby fire causing smoke and heat, it's been tough on my health. I've been attempting to contact fidelity, but I keep getting put on hold for extended periods. Right now, I have two phones dialing the same number simultaneously in the hope of getting through. I had to contact another local air conditioning service for assistance, and after paying $[redacted], they identified the issue. Now, I'm trying to find out if the part that needs replacing is covered by Fidelity. I am disappointed with their customer service and the technicians they've sent out. I urgently need to speak with someone! :/

Contract number Z13381 pertains to the property located at [redacted] Honister Lane, Concord, CA [redacted]. We had issues with our oven and built-in wine refrigerator. Bulldog Repair assessed the situation but never followed up. Despite weekly calls to Fidelity, there has been no progress. I spoke with Felice Dion today, expressing our frustration over the lack of resolution in the past month. After being transferred to the "Specialty Department," I've been on hold for over an hour. We are Kelly Pruitt and Bruce, willing to escalate this issue if not resolved promptly. Frustrated with the poor customer service and lack of action.

The technician assigned to fix my older toilet mentioned that the leak is from the pipe connectors. However, after the initial visit, no one returned. Another technician from Fidelity quickly dismissed fixing the older toilet without much inspection. Fidelity recommended two plumbing companies, but they don't offer afternoon service in Oakland, CA. Calling their [redacted] number results in long wait times, and the follow-up promised does not happen. It would be helpful if they hired more staff to handle calls promptly and more plumbers experienced with older homes. A lack of alternative contact methods is frustrating. A practical solution would be to send an experienced plumber specializing in older homes for afternoon appointments.

I recently contacted Fidelity National Home Warranty regarding my non-functioning upstairs a/c unit. After waiting on hold for an hour, I spoke to a representative who was unhelpful and insisted on payment before providing any relevant information. This is not the level of service I have come to expect as a loyal 17-year customer. I requested to speak to a manager, but now I have to wait 24-48 hours for a response. Given the urgency of my a/c issue in Arizona, waiting for an appointment has been frustrating, with delays from both the warranty company and the service provider. When I attempted to inquire about alternative companies with earlier availability, I was informed that this was not possible. The overall service I have received has been disappointing and not up to par with my previous experiences.

I recently had a heater installed by FNHW, and I am in need of the paperwork for the service. I paid almost a thousand dollars for the install and I am eligible for a rebate. I requested the service in October [redacted], and the heater was not installed until the end of April [redacted]. Living in a house over 70 years old without a heater during the winter was challenging, especially with heavy snowfall. I have made several attempts to contact them through email and phone but have had no luck getting through the phone tree. I will try calling during office hours. Thank you, T. Knight Email: [redacted] Phone: [redacted] P.S. I feel like they may have taken advantage of me as a senior.

Contract Number: AM7996 I'm urgently in need of a list of all the vendors you contract with for A/C repair. The first vendor didn't show up, and I have been without A/C for almost two weeks. The second vendor is scheduled for next Tuesday, but my request was expedited for a reason due to the extreme heat in AZ. I have contacted your office, but the call got disconnected, and now your office is closed. I'm a senior citizen living alone, and the heat is unbearable. Can a manager please reach out to me? I'm willing to contact the vendors myself, but the agents don't have that information. I appreciate any help you can provide in this urgent situation. Thank you.