Fidelity National Home Warranty
A/C compressor claim rejected after long holds and delays

On 5/14/06 at 2:16 pm, I called Fidelity to complain that my A/C was not working. I was told that within 24 hours a service call would be done and they would get back to me with the outcome. On 5/17, after a few calls, a tech came out and said it was the compressor and that it was sure to be covered by the plan. I was looking at a week in the heat at best.

On 5/31, I called in and Gregory told me the work was completed, as a stamp on the file he was looking at said. He sent me to Sonia in claims at 2:21 pm, who put me on hold for 2 hours and 24 minutes looking up information. Then Georgina (ext. 7211), the big boss, took over the call to explain the notes on the service call, saying a missing wire panel was why the claim was rejected. I have my copy, and it says nothing about that. It only says bad compressor, 10 years old, must replace. After a long battle, she opted to send a second crew within 24 hours. I offered to fax my copy, although she has the carbon copy. She said she would review the fax copy and respond.

On 6/13 at 11:30, I called, Milisa answered, and I explained. She had no record and transferred me to Sonja, who put me on hold for 2 hours and 1 minute. There were no notes in the file about the second crew her boss promised to send within 24 hours. On 07/05, Sean (ext. 2802) answered and said the second A/C tech had not turned in the order. I called the A/C tech, and they sent me a copy of the fax they turned in, "needs compressor," sent the same day as the service call, timestamped 6/21. Many days passed with nothing. On 7/20 it was 119 degrees in the shade, look it up.

On 7/20, I reached Sonja, who declined the claim based on the service tech's notes, calling it a maintenance issue. I called back to find out, and the service techs give them the same notes. It is a 3-part carbon: pink is for the insurance company, yellow for the customer, and white they keep.

Amy, the office girl at the A/C shop, says

Company: Fidelity National Home Warranty
Country: USA
State: California
City: Walnut Creek
Address: P.O. Box 8127, Walnut Creek
Phone: 8008626837

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