After purchasing a home warranty from this company during out house purchase, we went almost a year without problems. Then our garage door opener failed to work, called Fidelity to have it repaired. After two weeks, a service man came to the house and informed us that the didn't carry the need parts (springs). This was after the person setting up the call had us give them the make, model number and part number of the door.
So he scheduled a new service call later the next week. They showed up and replaced the springs and then informed us that the garage door opener would not work as when the springs go out on the door, the plastic gear in the opener will be broken (why didn't they order that part at the same time???
He said that the will call in and schedule us, probly next week. Three weeks go by, no service. Call Fidelity, they say the will fix it. Another week or so goes by, call again and they say they will contact the service company. Over a week goes by, still no service call. Called Fidelity again, this time they state that no one is there to help me.
I now send a fax to their company stating that is has been over 7 weeks and if I do not hear from them by the end of the day (it wasn't even noon yet) that I would be forced to repair it myself and sue them in small claims.
You guess it, no phone call until late the next day - after the repair was done.
After filing many complaints, they called one day (most of the time they call like 10am in the morning, leave a message - surprise, we work for a living - and when I call back, no one is there to help) and said that it was their fault, and the they would pay us what they would have paid for the service call $125.00.
Awhile later, another call, stating that they couldn't read the fax I sent (copy of the receipt for the parts) and if I would refax it they would cut and check for us. I did and guess what, a couple of weeks later I receive a check for $85.00, not the $125.00 as committed to by them. Told I would have had to pay a $40.00 service fee anyways (yes - TO HAVE SOMEONE ELSE GO GET THE PART, AND TO INSTALL IT).
They now tell BBS that all is resolved. I have sent an email back to the once contact I have, stating that I am returning their check because they have again failed to live up to their commitments - I will just take them to small claims.
DO NOT PURCHASE a home warranty from this company. If you do a search on them you will find many complaints, including BBS. Buy from a different company, or better yet, keep your money!
David
Riverside, California
U.S.A.
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