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Fidelity National Home Warranty Review


ConsumersAdvocate.org Rating: 2 / 5 (Poor)
144 Customer Comments & 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+.
 
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How is Fidelity National rated?

Breakdown

0.0/5
Transparency
3.5/5
Claims Processing
3.0/5
Coverage Options
0.0/5
Additional Benefits
3.5/5
Customer Experience

Overall Rating: 2 / 5 (Poor)

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 Options - 3 / 5

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 Built-In Systems

  • Air Conditioning
  • Heating
  • Electrical
  • Plumbing
  • Water Heater
  • Instant Hot/Cold Water Dispenser
  • Central Vacuums
  • Smoke Detectors
  • Doorbells
  • Ceiling Fans
  • Ductwork
  • Sump Pump
  • Telephone Wiring

Covered Appliances

  • Refrigerators
  • Dishwashers
  • Clothes Dryers
  • Clothes Washers
  • Ranges/Ovens/Cooktops
  • Built-in Microwaves
  • Freestanding Ice Makers
  • Built-In Trash Compactors
  • Garage Door Openers
  • Garbage Disposal
  • Stand Alone Freezer
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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 - 3 / 5

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 Processing - 3.5 / 5

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 5
BBB Rating
A+
BBB Positive Reviews
4
BBB Neutral Reviews
0
BBB Negative Reviews
97
Date Collected
2017-07-20

Reputation - 4.5 / 5

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
https://www.homewarranty.com
Company Phone
(800) 862-6837
Headquarters Address
1850 Gateway Blvd, Suite 400, Concord, CA, 94520
Year Founded
1984

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144 Customer Comments & Reviews

Loading Reviews ...
Christopher A
4/22/2016
This policy was purchased by the seller of a home I purchased. My experience has been horrible. I've basically concluded that the only individuals or business that Fidelity uses to service the contracts are those that can't find work anywhere else. I've basically stopped using the service and I get referrals on local service providers. In particular, they sent a plumber to my home who was the most incompetent I've ever encountered. Even after complaining and presenting video evidence of the poor work, they continue to use this plumber. Fidelity seems apathetic in taking corrective action.

Alana M
4/7/2016
Pay high premiums and recieved a poorly rated company with damaged equipment as a replacement. They told me we would get a "brand new pool heater free of charge" (that is an exact quote). Once they finally got around to installing the heater, I come to find out its a "refurbished" one, that is a total piece of junk. Twelve hours after they installed it (it took two days because they couldn't get it to work the first day), it broke again!! We've had to reschedule my daughter's party three times because of their incompetence and it's still not fix. DO NOT USE THEM!!

3/15/2016
No zero rating available. Every service call I pay for, which is more than the companies normal service call price, leads me hiring another company to get the job done correctly so it is up to code. Waste of money. Customer service does not care. Tried to contact and get resolution. No call back...ever...

C
Cheryl D
1/12/2016
DO NOT BUY. Wish I could give a them a ZERO. They take your money and do not pay out. My experience - we bought a comprehensive home warranty. The home was inspected with not callouts to Furnace and i expected never to file a claim. After 6 months our 7yr old Furnace when out and they refuse to pay for replacement or repair due to improper installation - dispute contract clearly stating Home Warranty covers improper installation. We have submitted a second opinion and they continue to deny payment. Save your money and unbelievable frustration.

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