Fidelity National Home Warranty Review

Rating: 7.1 / 10 (Very good)
38 Customer Reviews - see all comments
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Fidelity National Home Warranties is a California-based company with over 25 years of experience in the industry. The company offers a convenient automated repair tracking system and consistent customer support through a team of highly trained local service providers and sales agents. Fidelity National Home Warranties holds a Better Business Bureau rating of A+.

How is Fidelity National rated?

Breakdown

6/10
Coverage
9/10
Reputation
6/10
Contract & Price
7/10
Claims & Service

Overall Rating: 7.1 / 10 (Very good)

Fidelity National's prices are inline with industry standards, though their service fees are slightly higher, and its guaranteed response time is a bit longer than that of other companies. We feel the need to mention that Fidelity National has been the target of a state insurance regulatory action and a class action suit, requiring that customers give up their right to a jury trial in any legal dispute.

Coverage

Key Facts

Plan Types
Combo Plan
Benefit Limit Type
Per Item
Per Term
Typical Systems Benefit Limit
$1,000

Coverage - 6 / 10

Fidelity National covers many of the usual systems and appliances, as well as a few specialty items. However, coverage for refrigerators, washers/dryers, air conditioning units, pool and spa equipment and septic tank leaks and roof leaks are not part of the standard coverage, but must be purchased separately when the contract is signed. Unlike some other home warranty companies, the company does not cover system or appliance failures due to lack of maintenance.

What does Fidelity National cover?

Covered Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heaters
  • Instant Hot/Cold Water Dispensers
  • Central Vacuums
  • Smoke Detectors
  • Doorbells
  • Ceiling Fans
  • Ductwork
  • Sump Pumps
  • Telephone Wiring

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwave
  • Free-standing Ice Makers
  • Trash Compactors
  • Garage Door Openers
  • Garbage Disposal
  • Stand Alone Freezer
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1 More

Exclusions

For a full list of Fidelity National exclusions, check out this page.

Specialty Items

  • Pool/Spa
  • Well Pump
  • Septic
  • Roof Leaks

Contract & Price

Contract Details

Annual Premium
Starting at $350
Minimum Contract Length
12 month(s)
Home Inspection Required for Contract?
Yes
Online Quote/Application

Contract & Price - 6 / 10

Fidelity National's minimum annual premium is $350, but add-ons for common coverages can raise this number considerably. The contract is non-cancellable

Sample Contract

Fidelity National provides a sample contract for potential customers on its website: Fidelity National Sample Contract

Cancellation Policy

The contract is non-cancelable, except for non-payment of contract fees, fraud or misrepresentation of facts by the customer, or when the contract is for Seller's Coverage and close of sale does not occur. If the contract is canceled, the customer is entitled to a prorated refund of the paid contract fee for the unexpired term, minus an administrative fee and any service cost incurred by the FNHW. A 10% penalty per month will be added to the refunded purchase price when not paid within 30 days of the date the contract was returned to FNHW. The contract holder may cancel the contract after the initial 20 days and will be entitled to a prorated refund of the contract fee less a $50.00 administration fee and any service cost incurred by FNHW. Cancellation requests must be submitted in writing.

Claims & Service

Claims

Waiting Period
30 days

Contractors & Service

Contractor Selection
Any Contractor
Service Recall Period
30 days

Claims & Service - 7 / 10

Upon receipt of a warranty claim, the company pledges to contact a qualified subcontractor within three business hours and within 48 hours on weekends or holidays. Customers must pay a diagnostic fee of $65 on each claim, which must be paid even if the claim is subsequently denied.

Fidelity National Reputation

Company Details

Year Founded
1984
NHSCA Membership
Number of Employees
5001-10000
TrustPilot Rating
6.1 out of 10
BBB Rating
A+
BBB Rating
4
BBB Neutral Reviews
0
BBB Negative Reviews
97
Date Collected
2017-07-20

Reputation - 9 / 10

Fidelity National is accredited by the BBB and has an A+ rating. It has four positive reviews and 112 negative ones and 549 customer complaints. However it is not unusual in this industry for companies to have numerous negative customer reviews and complaints. The company has no presence on Trust Pilot. In 2012, the company settled a claim against it by the Insurance Commissioner of California which alleged that the company had unlawfully paid rebates and offered inducements to real estate brokers. The company agreed to cease and desist from the allegedly unlawful practices and paid a settlement of $1.25 million and attorneys fees of $175,000, but admitted no wrongdoing. In 2008, a class action suit was brought in California against Fidelity National which alleged false advertising and insurance bad faith. The case resulted in four separate appeals and was eventually refiled.

Contact & Additional Information

Homepage URL
Company Phone
(800) 862-6837
Headquarters Address
1850 Gateway Blvd, Suite 400, Concord, CA, 94520
Year Founded
1984

Top Rated
Our Partner
9.7 / 10
  • Purchase today and save $45 - Limited time offer
  • Far and away the trusted industry leader
  • They have paid out over $1.8 billion in claims in the past 5 years
  • Nationwide network of more than 13,000 contractors
  • More than 1.7 million customers
  • Best reputation in home warranty industry

Latest Fidelity National Reviews

P
Paul
Anaheim, California

3/14/2018
Problems with Fidelity? Call your states DEPARTMENT OF INSURANCE and file a complaint towards Fidelity, its the only way to get Fidelity to honor the warranty agreement. For CA its www.insurance.ca.gov. Fidelity denied my claim for a new AC unit and offered me $1200 cash out instead. I filed a complaint with the California Department of Insurance. two weeks later Fidelity said they will replace my AC but I have to pay out of pocket upwards of $2000. I agreed to that cost but Fidelity kept dragging it on saying that i haven't agreed to their terms... After 7 months of going back and forth I notified the California Department of Insurance again, 2 months later i finally got my new AC... Read More


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Brandy
El Cajon, California

1/13/2018
Ist call was regarding my ac. It just stopped blowing cold air. The tech said that the system was old and needed to be replaced. It had meet its life expentacy. FNHW said the claim was declined because it needed to be cleaned. So I hired someone to come clean the unit. That guys said it also needed to be replaced that cleaning wasn't the issue but cleaned it anyways. So then I call back and schedule them to come back out because it is still not working after being cleaned. Paid another service fee and this time told by a new tech that the unit needs to be replaced. FNHW said the claim was declined because I have abestos wrapped ducts. Ok why wasn't I told this in the beginining and $130.00... Read More


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Nishit
Santa Clara, California

1/7/2018
Worst service ever. Our AC broke summer June of 2017 and they still haven't fixed it in Jan 2018. Summer is gone and so is winter and in spite of repeated calls, there has been no action from Fidelity. Total sink of money. Not sure how I can recover my lost money .


D
Doug M
San Antonio, Texas

12/21/2017
Very rude folks to deal with. My last year. Used to be better company.... life too short to deal with people like this.


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Claudia
Palm Desert, California

11/16/2017
I have used Fidelity National for 17 years but this is the last year. Their service is getting worse and the repair companies they hire are slow and don't have the expertise they should have. We have been without a refrigerator for almost two weeks. The technician came 5 days after I submitted a claim, but didn't even order the needed part for an additional 5 days. It takes 4 days for the part to be shipped and they can't make an appointment to install it until the part arrives. Because we have a renter coming in a couple of days, I had to purchase a new refrigerator on my own. Their customers shouldn't have to wait that long for a simple repair.


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Andy J
Calabasas, California

10/26/2017
Reported covered refrigerator not working on May 16, 2017. After 3 Fidelity chosen repair services, with 11 visits (each with 4 hour window); and 3 months passing, still no working refrigerator. Unreasonable expectation on their part to expect customer to be without a working refrigerator for so long a period of time. We ended up buying new unit, as they were not willing to consider replacement, and wanted to keep sending different service people. Have reported to Dept of Insurance for investigation. Small stuff they are "OK"-not great. Larger cost items, I think they try to stonewall the customer.


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Peter P
Tustin, California

9/29/2017
Air conditioning stopped cooling and their contractor said "the only solution was to replace it".It was too old to be repaired. Fidelity said that it had not "failed".So now I have no air conditioning -and I am a loyal, long time customer of Fidelity. They were of no use when I needed them. JUST TERRIBLE!!


J
Joonhyuk C
Placentia, California

8/30/2017
Everyone.. think twice before you choose this company. I had Fidelity home warranty service on my dishwasher. They sent a technician who replaced a part. When he was gone, the soap dispenser began only working intermittently. I called Fidelity again to inquire about the issue. They sent the same guy who said found no mechanical failure. But, the issue persisted when he left. I called again and Fidelity sent another tech who refused to try the dishwasher with soap in it to prove that it doesn't work. To shorten the story, I got inappropriately charged again for the service call fee which is $75. Here are the problems I have with Fidelity: 1. No one informed me that there would be the... Read More


D
Derrywrites@aol.com
Canoga Park, California

8/24/2017
I live in one of the hottest cities in America. My air conditioner broke one week ago and I have been literally begging for service ever since. To no avail. This weekend will be 115degrees with high humidity and fidelity could not care less. Don't use them!


M
Mitchell H
Mission Viejo, California

8/11/2017
I have been using them for a couple of years but this is the last time I had a water faucet break and called Fidelity immediately and they had some one over the following day. Since I just redid my kitchen, I bought a mid level faucet on my own, The repairman wanted $150(which is probably his regular fee to customers) to install and $65 for the service fee. I gave it to him reluctantly. He stated that Fidelity will reimburse me for most of my costs quoting $250. I get a call from Fidelity and they offered me $125 in the form of a debit card. I figure it is better than nothing To make matters worse, I get a bill from them saying I only paid s $55 fee I have called them and they just... Read More


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Susan S
Sonora, Texas

8/8/2017
We have been without air conditioning in the August heat in Arizona for 9 days with no relief in sight due to Fidelity's foot dragging. I'm sure that eventually we will have AC again but the waiting is uncomfortable, to say the least.


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Angelhaven444@yahoo.com
Granbury, Texas

8/2/2017
We got these guys per a home closing on7/7, had a/c issues on 7/8 with our father in law house, which are dtill not fixed, lots of money out of our pockets, and then on 7/16 the a/c went out at the main house, and we are still waiting for a repair tech. I've called multiple times for help & ignored. It's hot in North Texas & its been weeks still waiting. Unacceptable behavior for a professional company! My 74 year old Mom & my 2yr old & 3 yr old grandsons are here with us, too. We are huddled up in the living room, with doorways blocked off to use a small window unit to keep a little cool.


Anastasia K
Las Vegas, Nevada

7/17/2017
I would never recommend this home warranty to anyone! Avoid them. I'm spending all my time on a phone, waiting from 1 to 2 hours on a line to get an update on my order. More then a week already!!! The way how they treat there customers is terrible! They never answer on emails. And web site will constantly giving you errors! Avoid them!!! Even if your appliances are broken you need to fight to get them repaired! Have been there customer for 3 years! I know what I'm talking about. Will change my home warranty.


E
Emre
Stafford, Texas

7/7/2017
The WORST warranty you could possibly find. My AC is not working for a week and they could not find anybody to come out here to fix it. The third party contractor they arranged scheduled to come and check my AC 4 days after I created the request but they never even showed up. When I called the FNHW, they told me to find an outside contractor who could come and fix it. I did what they told me but now they are telling me to pay either $1600 out of pocket or wait another week for them to find someone who "may" come here to fix it. This is totally unacceptable. I have been waiting here in Texas weather with no AC trying to get a service from them.


D
Dick M
Santa Barbara, California

7/5/2017
Useless!!! Repeat Fidelity is a scam. A 30-minute delay to speak to someone who is not competent. They have raised the per call charge from $65 to $75. No way to email directly or chat. They threaten to call back if you sendf them a message thru "contact us" but never do so.


Irena P
Studio City, California

6/27/2017
I placed a service call for garage door - the springs and the pull-wire broke and needed replacement. Only mechanical parts. All electrical parts were good and fully functional including the motor, keypads, opener button and remote clickers, all by brand genie. The technician from cosco garage door sw came and said he would fix it no problem. When he came back with the parts and finished the job - I was devastated. All electrical parts were replaced by new system called genesis, he advised me that he did me a favor replacing the motor and this new motor is far superior to genie. But not compatible with any other systems, including universal openers, etc... He charged me $90 extra for wall... Read More


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Abe
Phoenix, Arizona

6/27/2017
They don't deserve half star. I have waiting for nine days to fix my AC in Phoenix with temperature approaching 118 and I am still getting the same message (waiting to get pricing from the vendor) ! They are horrible. Reached the manager and they are not helping either. I had the worst experience and definitely I am not renewing The contract with this company !


D
Doug S
Yuma, Arizona

6/27/2017
This company is the WORST and operate as virtual scam artists. Our AC quit and when we requested a repair were told that their "authorized" contractor would take 5 days before they could come out. It was 110 F out and already over 80 F inside the house. They said we could get outside 3rd party contractors as long as the assessment was less than $100 for the first hour. When we got a contractor on site they only approved 2/3 of the quote because, "We don't pay retail" prices for parts. I asked how much they paid for the parts that the contractor quoted but they had no price list, no previous quotes, nothing. They just arbitrarily pulled a number out of the air and said that was all they... Read More


Joe D
Los Alamitos, California

6/20/2017
They hired a horrible mom and pop repair company to fix my AC. They offered a cash out option but it didnt cover the costs of the quotes I received from other AC companies, by in most cases $3000. When I asked to speak with a manager, a person named Monica answered, turns out she isnt a manager. She was rude, ignorant, and constantly spoke over the top of me. I will no longer be their customer in July when my contract come up for renew. I highly recommend going some where else, these guys just dont care.


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Jessica M
Nocona, Texas

5/31/2017
To start off I can honestly say Iwould not give this company even 1/2 a star!!! Their business practices are unethical. I recently purchased a new home, and had an inspection of the property done of which the air conditioning unit was working. After turning it on on Friday, the AC was not blowing cool air, mind you the heat index was 107 that day here in Texas. So I contacted Fidelity National Home Warrant of which was purchased during the purchase of the home. They told me they would put a rush on the service order and would have someone come to the house that evening or the next day, Saturday being that I have small children in the home. After sweating it out and not hearing from... Read More


Kathy D
Plano, Texas

5/30/2017
I have had issues with my A/C for over 2 1/2 months now and each time they have sent vendors out that either won't or aren't capable of fixing the problem. This weekend I had to have an emergency company come out as FHW said it would be Tuesday before they could get anyone out (this was on Saturday - have not had A/C since then and in Texas that is unbearable). After 3 hours the tech said what I knew all along that I need a new A/C. I found a very qualified contractor that quoted me almost half off of what the emergency repair company did and they have declined an "outside" contractor to do the work. They would prefer to send one of their own - one that will put a band-aid on the issue... Read More


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Emily
Costa Mesa, California

4/10/2017
I've been a customer with Fidelity for over 10 years. I was told there was a change in ownership around 2015-2016, that would explain a lot, if that's actually the case. Previously I did not have issues. Today -- I believe their male rep was sexist, dismissive and rude to me as a customer and as a woman. Plumbing issue was not resolved, have to pay out of pocket, terrible plumbing co was sent over, they forgot about my appointment. I had to call to remind them an hour after 10am to 12pm window to show up has expired. Plumber -- beyond rude. Fidelity rep-- not polite or helpful. Didn't have issues with Fidelity for years, but not much was broken, so I figured they were fine. Now looking for... Read More


Shan S
San Jose, California

1/3/2017
I have been working with Fidelity on the same issue for almost a month now and it is getting ridiculous. The first time we called them, it was to request service for a faulty water heater because the pilot light would not stay lit. After looking at the heater, he concluded that a part needed to be replaced. Here's where it gets confusing. He tells my clients that he'd need to order a new thermocoupler to replace the broken one. When I called the plumbing company the next day, I was told that it was already fixed and that there shouldn't be another problem with it. I was a little confused, but figured the client misunderstood. Fast forward a week -- water heater is broken again.... Read More


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Michele
Laguna Beach, California

12/1/2016
Fidelity is a shady company that sends out substandard companies for repairs. I have had to use their services a few times now, and the last time it ended up in a fiasco. I had a heater replaced through them in February 2016. I discontinued my warranty with Fidelity in July because the work that they do is unprofessional and has resulted in me needing to hire professionals outside of their network to resolve issues. The heater, brand new in February, is already faulty, November 2016. I needed to call out a repairman and the circuit board on the unit is faulty. I approached Fidelity with this issue and they refuse to assist. I called the company, Air Serv, that installed and they said... Read More


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Beth M
Deltona, Florida

11/9/2016
BEWARE! I had been a very satisfied client recommending Fidelity to my real estate clients until a recent claim they denied for a furnace leaving my new homeowners out in the cold. The furnace was inspected prior to closing and although older, there was no carbon monoxide leak. Fidelity claimed it was "preexisting" and denied. DO NOT USE Fidelity. I am moving onto a company with integrity as their's is lacking along with any willingness to work with a long time customer.