US Fidelis
Does Not Stand by their Warrenty Contract

On June 14 my 2004 Honda Civic broke down. The failure was due to the lubricated ball bearings inside of my engine. Previously my engine had a computer failure which flooded my engine full of gasoline which could be linked to the damage to my engine.

With that stated, I called US Fidelis to cover my engine, because I purchased an extended auto warranty with their company. They said that since the damage to my engine could be linked to the damaged computer, they would not cover my engine because they stated it was a pre-existing failure.

I was confused because although my computer was damaged, I had it replaced. It took over 30 days for my engine to break down from the issue, although I did not notice a gradual onset of the problem. On the stated day my engine started rattling, grinding, and making knocking noises.

When I looked into my contract to see if it was covered, not covered, and the exclusions I could not find anything that related to why they said they would not cover my vehicle. My contract defines a pre-existing failure as Failure of a Covered Part, which occurs prior to the effective Date and Effective Odometer reading.

This in no shape way or form is applicable to me. The failure was over 1 year after the purchase of my contract and my mileage was over that of which the contract stated (of course). No where in my contract that it states that if a covered part's failure is due to a part that is not covered it excludes them from covering the said part.

BUT the contract does say We [US Fidelis] are only responsible for Covered Parts. Which my engine's lubricated parts are covered as stated here in the contract: COVERED COMPONENTS INCLUDE: ENGINE and WATER PUMP All internally lubricated parts of engine...

When I first called US Fidelis and talked to the representative she had a very nasty and uncaring tone in her voice. I was not angry nor argumentative, I was just wondering why my engine was not covered. I have extensive background in customer service and I know that it is not the representatives fault, it is due to company policy, it's nothing personal.

Since then I have called back 2 times, all of which they were always uncaring and had a very nasty disposition, one time they even hung the phone up on me because I wanted to dispute my contract with them. I am astonished of their lack of customer service.

Previously I have always been very happy about my US Fidelis auto warranty and they have always been polite and very concerned about my satisfaction. Anytime I had a question, they always answered it and were very friendly. When a time came for them to pay a claim however, I could not believe how insensitive and unprofessional this company is, the difference was between night and day.

My personal opinion of this company is that they do not stand by their contracts, their word, nor their advertisements they place on TV. I know without a doubt that I am in the right and I have their contract backing me up, yet they refuse to back up their contract.

I am appealed of the way US Fidelis has handled my claim and I hope that any one reading this has a better insight on how they do business.

Company: US Fidelis
Country: USA
State: Missouri
City: Wentzville
Address: 100 Mall Parkway
Phone: 8006491856
Site: usfidelis.com

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