Fidelity National Home Warranty Reviews

The next day, Fidelity called and said that the man refused the job and they were sending another repairman from another appliance company out to look. A man came the next day with a uniform, name tag and marked truck. He went up to the roof and returned in one hour. Told me he would call Fidelity with his report and they’d get back to me. Well, 5 days later, Fidelity called me and said they do not cover “vandalism”. I questioned them and said, "How could only my unit, out of 24 other units on the roof, be vandalized. You even need an HOA code to enter the door to the roof."

I called an independent air conditioning company. They came out, took pictures. Showed me the physical damage to my unit. I called Fidelity back, and the claim adjuster on the phone was not polite and refused to discuss the denied claim further. I had to pay $16,000 out of pocket to replace the unit. The new air conditioning company was very sure someone had vandalized my unit. So read between the lines about the chain of events leading to the denial. Who vandalized my unit….? Because the policy was part of closing on my condominium, the policy continued. Almost a year later, my refrigerator was leaking water. I called, paid my $90 to file a claim.

An appliance man came out with his phone on FaceTime with someone from Fidelity. They opened my refrigerator doors. The man put the phone in the refrigerator and the person on the phone said it was a frozen line, and I had to defrost my refrigerator for 48 hours. Denied any claim to a replacement part needed.

This would have meant throwing food out and eating out for 2 days. I called an independent repair company. They came out and examined my refrigerator and determined that my sensor unit for defrosting was broken. I had to pay $385 to replace it out of my pocket. Does this seem legitimate?? A Face Time diagnosis and a denied claim….. Fidelity National Warranty Company scams its policyholders and does not pay claims. Even border on doing whatever they can to make the situation worse. I would definitely stay clear of this company. At closing, recommend another company if this company is used by the seller. Stay clear of them.

The plumber for the job done on Tuesday arrived at 10:24, diagnosed the problem but said he needed to contact the warranty company in order to get approval for the parts. He left to go get the parts at 11:19 and didn't return until almost 2 pm. He worked for about an hour and said he was finished but not before saying that he found another leak. He said we'd need to call the warranty company for the new leak and left at about 2:50 pm. When we went to close the under sink cabinet all three were still leaking. We had to call him to come back so he could finish the job right. He fixed all three about 4 pm. We called Fidelity National Home Warranty about the new leak. (Don't know how it just seemed to magically occur?) Paid the 95$ service fee and the rep said that a different plumber had been assigned. When they texted me, I saw that they had changed the order to the same technician from Forney.

When I called to verify, the rep said the first contractor declined the job! I wonder why? Could it be that Fidelity National Home Warranty doesn't let them do the work properly? Today, Fidelity National Home Warranty email me that the cheapest basic chrome faucet was all that was authorized and not a brown or bronze color that closely matches our other side sink. I wasn't aware that there was anything wrong with the faucet. The leak is coming from a quick connect hot/cold y flex hose that are available online and at most hardware stores. When I realized it was more of a hassle to wait hours for the technician and the sink wouldn't match, I called in to cancel the work order.

The representative Gricelda, was very hard to understand and after asking her to repeat the details of the job cancellation, she seemed to get perturbed. It seemed that she didn't understand my response about the reason why I wanted to cancel the work order and said the contractor had already arrived and diagnosed the problem and was on the way to service the call. I had already spoken to the technician and he was still on a separate job in Arlington.

Due to the strong accent and difficulty understanding the representative, I requested to speak to a manager. She said to stand by and put me on hold for 20+ minutes. She finally came back on the line and said no one was available but that "someone" would call me back. That was about 5 hours ago. I will definitely not renew my policy with them and would not recommend Fidelity National Home Warranty company to anyone. They have an extremely bad rating for a reason. Completely incompetent.

The contractor I hired charged a $110 service call fee, which FNHW stated would be reimbursed. The dishwasher was repaired successfully, and the total contractor invoice was $350. In total, I paid $460 to the contractor, plus the $100 paid directly to FNHW. Despite collecting the service fee and providing no contractor support, FNHW reimbursed only $176. The out‑of‑pocket cost was nearly equivalent to purchasing a replacement dishwasher, rendering the warranty effectively useless. This warranty provided little value and shifted the burden entirely to the homeowner while keeping the fees. I strongly discourage anyone from using Fidelity National Home Warranty.

Due to the lack of resolution and the urgency of the situation, I made the decision to hire an independent, licensed HVAC technician outside of your network. Within a very short time—approximately two minutes—the technician was able to accurately diagnose and repair the problem, restoring my system to proper working condition. Given that your authorized providers were unable to resolve the issue despite multiple attempts, I believe it is reasonable and justified to request reimbursement for the out-of-network repair. However, I have been informed that my reimbursement request has been denied, which I find both disappointing and unacceptable under the circumstances.

This situation raises serious concerns about the effectiveness of your service network and the fairness of your claims process. As a customer, I relied on your company to provide competent and timely service, which was not delivered. I respectfully request that you review my case in full, including the failed service attempts by your authorized providers and the successful resolution by the independent technician. I ask that you reconsider your decision and provide appropriate reimbursement for the repair costs incurred. Please respond to this complaint within a reasonable timeframe, outlining the steps you will take to address this matter. If necessary, I am prepared to escalate this.

On December 19 I was told reimbursement would be submitted for manager approval. On January 8 I was told the claim was under manager review. As of January 20, there is still no decision, no timeline, and no meaningful response. I pay Fidelity for a service. This repair was covered. Ignoring a customer who is seeking resolution for a documented covered claim is unacceptable and disrespectful. Fidelity should reimburse the covered repair and reverse the improper second service fee.