After purchasing a home warranty from this company during our house purchase, we went almost a year without problems. Then our garage door opener failed to work, and I called Fidelity to have it repaired. After two weeks, a service man came to the house and informed us that they didn't carry the needed 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 for 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 they would call in and schedule us, probably next week. Three weeks go by, no service. I called Fidelity and they said they would fix it. Another week or so goes by, I called again and they said they would contact the service company. Over a week goes by, still no service call. I called Fidelity again, and this time they stated that no one was there to help me.
I then sent a fax to their company stating that it had been over 7 weeks, and that if I did not hear from them by the end of the day (it wasn't even noon yet), I would be forced to repair it myself and sue them in small claims.
You guessed 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 around 10 am, leave a message, and, 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 that they would pay us what they would have paid for the service call, $125.00.
A while later, I got another call stating that they couldn't read the fax I sent (a copy of the receipt for the parts) and that if I would refax it they would cut a check for us. I did, and guess what, a couple of weeks later I received a check for $85.00, not the $125.00 as committed to by them. I was told I would have had to pay a $40.00 service fee anyway (yes, to have someone else go get the part and install it).
They now tell BBS that all is resolved. I have sent an email back to the one 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!
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