Complain about a product or service

US Fidelis

Nicole of Richmond, VA July 10, 2009

I purchased an extended warranty through US Fidelis about three months ago. Well about a month ago my transmission went out and I took it to a repair shop to get it fixed and the quoted 2,800.00. It took the repair shop almost two weeks to get in contact with someone about how much the company was going to pay out for the repair. They quoted only 1,300.00 and said that they would not pay out more than the car was worth.

When I called to speak to a customer service representative (James) he did not take my complaint seriously. I told him that the add on television stated nothing about a limit and that when I called to speak to a previous representative she informed me that the cost would be taken care of completely. He stated, "No one in my office told you that and we are not affilated with US Fidelis at all." He then said that I didn't read the contract and that he was not going to look any further because "my attitude was not getting me anywhere."

I was horrified! I work in customer service and what he said next is what really got me. I asked for his name and his supervisor and he said that he would not transfer me. he did not want to tell me his last name or hers so I became stern and demanded it. I then let it be known that I was going to contact someone about the service that I had recieved and he stated, "Well make sure you tell them that you did not listen properly or read the contract fully." I do not feel that as a paying customer that I should be treated with such disrespect and lack of concern.

Thomas of Bluffton, SC July 7, 2009

We called them to find out about what they were offering. It sounded ok. They took the account info to process the initial charge of almost 300 then we were suppose to receive a packet with info. Three weeks later we had received nothing but the account had been charged. Several calls were made to no satisfaction on our part. No one seemed to know what they were doing. We went online and typed in on the google search engine simply usfidelis.. the sites were all derogatory..scams ripoffs etc.

we decided to go to the bank and stop any furthur payments to them...we had to cancel our card..then after calling them again they said they couldnt reimburse the initial payment, they could not cut an check but yet tried to get us to keep them for a reduced amount. All we want is our money back. They claim they pay out millions in claims but cannot reimburse a consumer that is not happy with their services.. We are interested in anyone that is in the process of having them stop taking advantage of people. Thank you

Linda of Statesville, NC July 7, 2009

I have a Cadilac Deville, 1999, car check engine light came on, took car to experienced 25 year vet in the auto industry, also customed to these cars, did a complete check, had idea of the problem, found fins on H2O Pump came off,causing a no flow condition, did not break engine down, knew one of 3 possible damages to the vehicle may be waited two weeks for claims to send someone , they showed up mechanic did not here from them, after my 2nd rental, on about June 16,2009, the customer service stated they did not believe anyone came, it took them 1 week & a half, to have someone contact mechanic, they claim they would cover the water pump, but any & all other damage to engine they will not cover,

besides the possibe cylinder heads & engine block, there is also blown head gaskets concerns, a northstar engine with alimnum heads, are possible damages, & one of these 3 concerns can be causing the high temp reading. The reading states when any covered part, in this case being the H2O pump,i reads, "the engine block & cylinder heads are only covered if damage by the failure of any of the above listed parts. my car is well maintained & kept up of all it's fluids, the company is using the following clause to not pay the claim to fix the inner damages of engine caused by the no flow condition of the H2O pume, it states, "Thermostats, blown head gaskets, cracked heads or block, fluid leaks, leaking seals or gaskets or lines or hoses, overheating or other engine or transmission failures caused by thelack of fluids or improber mainteance are not covered."

Clearly the problem is caused by the coverd part, & mechanic fear they will not pay, stating they are a fraud, & will continue to find a way to not fix car, stating they will only pay for the H2O pump, that is all, which makes no sense, due to the slow to no flow condition.

D of Marysville, WA July 2, 2009

I would like to thank this website and unfortunately all the people that have had to file complaints. Research is always something I do before giving away money. (except when it comes to going to a casino.) :) Anyhow after reading a few of the complaints I checked out US Fidelis on the Better Business Bureau website, the BBB has given this company a rating of F. Yes an F is just like it sounds, like when we were in school, it is not good. So anyone like me with an aging car, and future repair bills, we have two options: Pay for the repair bills out of pocket, or trade the car in. Oh and by the way, shame on Rusty Wallace and his Kid for promoting a company like US Fidelis.

Steven of East hanover, NJ July 1, 2009

In february 3, 2009 I was solicited to purchase an after market extended auto warranty package. In May, I encountered a transfer case problem. Took my grand cherokee in for service, was told it was in need of rebuild. I contacted US Fidelis for a repair order authorization. I have been given the run around and the buisiness since the problem started. they forced me to place another car I was not driving into service because a month went by before they would either confirm or deny my claim. they still have not approved my claim and are refusing to make the necessary repairs reimbusersement which amounts to more then 2000 Im told. I am also out at least that much in placing a second car on the road to drive while my jeep sits idle.

I hired a law firm to follow up and seek answers I could not get from US Fidelis. I complied as requested and have paid each month for my coverage of service which includes these types of repairs. US fidelis is requesting I provide them with a mileage update a month before I purchased their contract. I can only give them what I have, which is a oil change with mileage attached for two months prior to the contract. I can't give them what I do not have. I also gave them maintenace records for the past four years which includes maintenace on the transfer case in question. the work was done by my dealer. I purchased this contract in good faith And I am being ripped off.

James of Owensboro, KY July 1, 2009

I called US Fidelis and bought their extended warranty and have paid 84.00 per month for the past 5 or 6 months. My air conditioner went out and I took my car into a ASC certified mechanic and he informed me that my compressor had went out and when i called to speak to a rep at US fidelis they informed me that they would only pay for part of the repair... now this is not what Elliot Thompson told me .. I was told by him that I would not be out of any money out of pocket for any repair. Had I known that this is the way they do business, I would never have taken the warranty. I have contacted them over and over to tell them to either refund my money or repair my air conditioner, and they keep transferring me all around to different people. They will not answer my calls, and talk to me to try to resolve it.

Darlene of Kansas City, MO June 29, 2009

On 04/27/2009 I called US Fidelis toll free number and got a representative. I was quoted a price of 2525.00 for the services and was told to pay a down payment of 400.00. I informed the operator I didn't have that much at this time and he put me on hold and asked me to pay 132.78 so that I wouldn't lose this special one time rate, so I agreed. He said transmission, locks, doors, air conditioning, and windows, etc would be covered and that there was a waiting period of 30 days just to make sure the car was in working oder.

I have made another payment since then of 132.78. I took my car in to be serviced on 6/17/09 and found that I needed a hub bearing, power lock acuator, transmission work, and window adjustment. Today is 06/29/2009. I have been given the run around. I was told by Adam that I lied about the actual mileage of the car and that I would have to get service records in order for them to proceed with my claim. I got the records and it proved that the actual miles given at the time of the sale date of the warranty was correct.

Today Adam stated that they will not cover the transmission because this is a pre-existing problem which should have been covered by the company who sold me the car which is Conklin Fangman of Kansas City. He also stated that they will not cover anything at all because he hasn't received the fax that shows the miles that was faxed to their office about 4 times now.An adjuster from America Auto Shield was dispatched out on Friday June 26 and took pictures of the actual parts that were malfunctioning and also pictures of the information that had already been faxed to the company. Adam went on to state that today Monday 06/29/09 if I have a rental car in my possession I had better return it because they will not be paying the bill for it.

Walter of Fairfield, AL June 29, 2009

I have this 2003 Lincoln Town car, the master control window and door lock switch will not light up at night. The warranty company say they do not replace lights. Well the switch is a control unit and lights cannot be replace in the switch, now the claim has been denied and I have to drive at night with the driver side door dark and the rest of the doors woorking great.

I think this is unsafe at night and the company should be liable if something else happen why driving. Driver could be trying to lock the door and make a mistake and open them at night and get carjacked.

Jeanette of Killeen, TX June 26, 2009

whenever i call usfidelis customer service and claims dept., I never get to talk to any person. I never use my extended warranty. i am paying for sevices for that I need but can't get in contact with USFIDELIS. I WANT ALL MY MONEY BACK. THIS HAVE SCAM ME. I HAVE NO TRUST IN THEM. THEY BROKE THEIR CONTRACT.

Peter of Croton Falls, NY June 26, 2009

My son bought this 95 GMC Jimmy secound hand used it for a short time and gave it to me to use.He lost his job and had to move to get another job, before doing so he purchased this warranty from US Fidelis just in case something happened to the truck.this is all because I am disabled since 1997 and haven't worked, so he wanted to do this for Me.Well to get on with the story the truck broke down, the engine wouldn't run right and was making a loud knocking noise so I called around to find some one who does motor work and told them my story, that I had US Fidelis and that they would pay for the tow and work needed to be done.

Well they towed it and contacted fidelis to see what they had to do,to find out what was wrong with the motor they had to pull it, after doing so the lower end was shot the bearings and crank etc. so they relayed this to Fidelis who asked them when the oil was changed and who did it.well of course I did it I have been doing the maitenance on all my vehicles, brakes, exhaust, tune ups and fluids for the last 40+ years. Because I did the oil they refused to honor there warranty I had no reciepts for the oil or filter, My son gave them to me before He moved.All because I changed the oil one time in the last 140,000+ miles its my fault that the engine isn't runing and they won't cover it only because I don't have a reciept for the oil and filter.

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