Fidelity National Reviews

Well, this is an AC saga, to say the least. This started three weeks ago when our AC went out. This was the 4th time this year that we have had to put in a claim with FNHW. The very first time the AC tech told FNHW that we needed the condenser and coil replaced. They only replaced the coil, which is what led to the other 3 claims. On this 4th one, it has been horrible. They are not contacting me, I have had to call them every business day to get an answer in the past they sent emails but up until today (which it has been 3 weeks already), they have not emailed me. They read off off their script which begins with "I'm sorry for the inconvenience..." and then proceed to tell me something that was most of the time incorrect. However each time it takes 3-5 business days for them to send out a contractor, 3-5 business days to have the authorization department look at it, and 3-5 business days for it to be approved and sent out to the purchasing department. The above process has taken 3 weeks. Now that the part has been purchased there is a 15-business-day delay (Which is a fancy way to say another 3 weeks). Now I can understand that they have no control over the manufacturer not having the parts and for them shipping slow, but then why does the first process have to take 3 weeks (this was after being told that they were expediting claims for texas residents due to the heat). This is ridiculous making customers have to wait in unlivable conditions. Our house was 105 degrees and they wouldn't provide an alternative living situation or expedite the service. I also learned with one of the previous times they ordered a part and it was going to take 15 business days, that they didn't even order the part as they should have, and then it took another delay. So I'm not hopeful as I wait around again for them to get in the part. This whole thing has been a mess of misinformation, long hold times, and frustration about how slow the process is. I am convinced they do this so that way the customer takes matters into their own hands and pays for and replaces it themselves. The reason I give 2 stars instead of 1 is that they at least finally approved for the condenser unit to be replaced outside.

Been a customer for four years. First three years (even through the height of COVID) they were fairly responsive. Two most recent claims though have seen delays and disconnects between the approval department and purchasing. Most recent is still ongoing with Fidelity still sitting on our claim (over five weeks now) after telling us it would be 15 business days (it has been 26 business days). Our customer service rep has been spotty in responding to queries about status and on more than on occasion has said they would contact us the same day but does not. This can't be blamed on COVID or supply chain as Fidelity has not even purchased/ordered the parts for my issue. No explanation for the delay has been forthcoming.

I am currently still waiting for a toilet to be fixed that I first reported back in April. It's July. We have been with Fidelity since we bought the house in 2018. I have stayed just for the safety net of having the home warranty when big things break but it is so frustrating getting anything approved in a timely manner. They are quick to send a service provider out, but super super slow to approve the service recommendation. In all our time with Fidelity I have not ONCE not had to call to get them to do the approval-and each time I have waited a couple of weeks before chasing them down. There is no email or chat option for communication, only the phone. When I do call, I am on hold for about an hour, sometimes more-not exaggerating, so I literally have to carve out time to call. The only reason Fidelity got more than one star from me is because when I finally do get to talk to someone, they are amazing, looking up our problem, seeing how long we have been waiting and push through the approval. But it is so agonizing to go through this process EVERY TIME. I would NOT recommend Fidelity to anyone. At this point I just feel like we are stuck with them.

We've had this warranty since Jan 2018. We've had two service requests - one for our air conditioner which was handled satisfactorily. The second was for our garage door opener that continued to open by itself - definite security risk. Anyway, after requesting service request, we received a telephone message saying they had no vendors in the area and to find our own, self-pay and send them the receipt. Of course, we did that and haven't heard a word from them and it's been over 60 days. When trying to call customer service, you have to wait over 20 minutes and then the call ends abruptly. So what now?