Complain about a product or service

Fidelity Warranty Company

P. O. Box 8567, Deerfield Beach, FL

Richard of Largo FL (9/10/03):
Upon purchasing a new 1998 Mazda 626, in August of 1998, from Courtesy Mazda in Tampa, I also elected to purchase an extended warrany from Fidelity Warranty Services. The total price was in excess of $ 1200.00. I selected the "Platinum" plan, which was the best coverage. This warranty consisted of 72 months or 100K miles.

On September 5, 2003, while driving, I heard a loud noise and the oil light came on, along with some visible smoke. It appeared that the engine had blown. I had the car towed to the dealer that I purchased it from. I gave the service manager all the necessary information regarding my warranty. He contacted the warranty company, and informed me I must give my permission for "teardown authorization" for a cost of $244.00 I contacted the warranty company and checked my contract, and authorized the teardown.

An adjuster inspected my vechile on September 9, 2003, and the service manager informed me on September 10, 2003, that the claim was denied due to improper maintainence. Sludge was found in the oil pan, and it was determined that I did not change my oil regularly. Only three or four weeks earlier, I had an oil change by a company which affixed a sticker in the upper left corner of my windshield. The company which changed my oil made no mention of sludge, or the need to flush my engine. There was no mention of my recent oil changeby the adjuster either.

It is worth mentioning that I have a 1995 Saturn SC1, with approx 148K miles on it, and the oil has been changed regularly. Although I do not have receipts, for all oil changes, I have had oil changes performed by myself, employees whom I supervise (who happen to repair and service Cat payloaders, dozers and cranes). Never has there been any mention of sludge or a need to flush my engine. In fact I made a call to the contact person at Fidelity this afternoon, and he never returned my call. I am sending a certified mechanic to inspect my engine in a few days, if his report is favorable, I will seek legal counsel. Cost of repairs are estimated to be $ 3500/4000.

Richard will probably find that there is an arbitration clause in his agreement, requiring him to submit to arbitration on the oompany's terms.

Paula of Winter Springs FL (9/3/03):
I was contacted at my place of employment at the end of my vehicle lease and was told of this great deal I could get for a full 100% warranty on my vehicle for 3 years. I repeated what the rep said -- the car would be under warranty for 3 years and would cover everything except the muffler and brakes. Four months later my window will not roll up. I have it fixed knowing that it will be covered. End result - I had to pay a $100.00 deductible.

I had friends who could have purchased the part and installed it for $50.00. I am an administrator and my clients know me for my reputation of being honest. This is how I would have liked to be treated by Fidelity. Yes, I had signed the papers without reading due to trusting what the rep had told me. I am a person with a multitude of tasks, the most important being communication. I know what people tell me. The truth -- Fidelity was dishonest and I should have never purchased their warranty.

It is also not 3 years BUT 3 years or 36,000 miles. Why would I ever do this when I am in transit everyday visiting my clientele? In the business I am in I am constiently being questioned on who to contact for warranties. I will NEVER speak a good word for Fidelity for when I contacted them they were rude and hung up on me!

Stephen of Eden Prairie MN (9/3/03):
1998 Chevy Astro van was towed to Chevy dealer due to noise coming out of transmission. Dealer was forced to wait twice for adjusters to come out. After I approved cost of "disassembly", the second adjuster came out and denied claim for faulty differential due to "lack of fluids".

The vehicle has been well maintained and the pinion seal (and fluids) were replaced about 9 months ago. Also they are denying claim for damage to transmission until dealer repairs differential, puts vehicle back together and the adjuster drives the car. The car dealership is amazed that that this is being denied. Fidelty refuses to budge from their hard line.

Damage Resulting: Expect costs to run over $3000 for car repair and rental.

Harold of Sacramento (5/19/01):
I bought a used car (1998 Jeep Grand Cherokee) at Imotors.com last April 17, 2001 and less than a week, April 23, I called up the iMotors to inform them that there's a problem w/ the Jeep. They instructed me to have it checked in the nearest Jeep Service Center, which is the Great Valley and they will pay for any repairs. April 24, I delivered the jeep to Great Valley, not knowing that after that day, iMotors went out of business. Last April 25, I tried to contact them several times to attain approval for the repairs to be performed, unfortunately no one is there.

Since it is under the warranty of 90 days, I have sent the Fidelity Insurance (iMotors' insurance) copy of my billing from Great Valley amounting to $267.54 but they only sent me check amounting to $157.98. Their reason is that they have no record of me obtaining prior authorization for this repair.

Paul of Roosevelt NY (11/27/00):
We purchased a 1997 Honda Accord in 1998. On November 6, 2000 while my husband was on his way home from work the car stopped working. The car was towed to the nearest Honda dealer. We were told that the oil seal broke which caused the crankshaft to seize. There was an oil seal recall from Honda (Bulletin No.: 00-073) which we were not aware of. Honda never notified us of this. We have extended warranty on the car with Fidelity Warranty Company but they refuse to repair the car because there was no lubrication in the engine.

We have been trying to get help from Honda since the problem arose and to date we have not gotten any positive word from them. For the past three weeks my husband has to be renting cars and this has become unaffordable. We are also still paying for this car.

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