Fidelity National Home Warranty Review


Rating: 7.1 / 10 (Very good)
37 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+.

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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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

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37 Customer Comments & Reviews

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E
Emily
, 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


M
Michele
Laguna Niguel, 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


B
Beth M
Davenport, 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.


R
Richard V
Houston, Texas
10/24/2016
The worst people ever to deal with! They are very fast to tell you what they do not cover and also very fast to tell you how much your deductible is in it needs to be paid up front! Service is absolutely lousy I've had to call the representatives back on two different occasions to tell them about my dissatisfaction with the contractors that they sent out to me. I had to use Fidelity when I purchased my home, I guarantee you I will not be using them again! This is a lousy company! If you want more frustration on top of your problems you have already go ahead and use them, if not I suggest you stay far far away from them because there's not very much help and they're not friendly people!... Read More


H
Hau M
San Leandro, California
10/21/2016
By far the worst cheating company I have ever have to deal with. Deny all my claims and found every little thing possible to deny any services. What a bad company. I will be cancelling these scammers out asap. Don't ever use these crappie people. Pay a little more to get better respectful service from somewhere else.


G
George E
Culver City, California
9/18/2016
At one time Fidelity National Home Warranty seemed to be a good company, but something has gone wrong. I had done business with them for seven years previously. I recently subscribed to them again and had a problem with my pool heater. They refused my claim because they said it was an existing condition. They know this is not a new house so everything here has some wear a tear to one degree or another. No matter what they refused any form of claim I presented. I would never do business with them again. I had the pool heater repaired by some one else and they did the exact work their inspector suggested. So they simply made up their mind they were not going to honor my claim. Do... Read More


D
dODON
Phoenix, Arizona
8/26/2016
Do NOT use this warranty company. If your A/C, heating, etc goes out over a weekend or a holiday, be prepared to get a hotel room because they do nothing to make sure you're taken care/comfortable. The service contractors don't work on the weekends for Warranty companies obviously so the yearly premium you've paid is out the door along with your own expense of getting your own contractor to come in or your own expense again of getting a hotel room until Fidelity can get someone to your home. Oh and then it's between such and such a time so you have to be home and take off work to wait for them to show up. Again, your expense of lost wages. Don't waste your money with this unworthy... Read More


R
Roselynn
Gilbert, Arizona
8/19/2016
Customer service more than horrible! I have never experienced anything like it. Took $65 for nothing. The rep has not returned any of my phone calls and the company has told me there will be no refunds. UP TO YOU BUT IN MY OPINION DO NOT WASTE YOUR MONEY ON FIDELITY!


M
M h
San Antonio, Texas
7/13/2016
This company is terrible! The customer service is ridiculous! I called them for a broken ac and they said they would call back if they couldn't find a co. Oviously they are on crack because its over a 100 degrees here! I asked to speak to a supervisor and of course they weren't available. Do not use this company. Im stuck with them because they came with the house.



Top Rated
Our Partner
9.7 / 10
  • 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 1.6 million customers
  • Best reputation in home warranty industry