Complaints
This profile includes complaints for Fidelity Warranty Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 221 total complaints in the last 3 years.
- 111 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/28/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have the platinum warranty, bumper to bumper. After a mechanical failure in the engine, I was stranded for 5 days without my vehicle directly due to this company not fulfilling their obligations under the contract. More than 40 phone calls between myself, the dealership, and Fidelity, dealership which was listed as an in network service provider, still resulted in incomplete coverage despite authorization being given to the dealership by Fidelity for repairs on Day 1. Subsequent conversations has Fidelity **** renegging on initial approval and backtracking for authorizations. Horrific service, moments of complete dishonesty, and being left stranded after paying $3500 for the warranty service at purchase of the vehicle (which was misrepresented at purchasing, also, as being directly through ******).I want total reimbursement for repair costs and a written guarantee of coverage for distinct mechanical failures. Furthermore, I want a guaranteed dealership fro Fidelity that can handle these repairs (despite asking 4 times, I received no alternate service provider), and I want reimbursement for expenses incurred by not having a vehicle or a rental vehicle.
Business Response
Date: 07/10/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
July 10, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: **** ********
Complaint ID: ********
To Whom It May Concern:
Fidelity Warranty Services, Inc. (FWS)received your letter regarding the complaint filed by Ms. **** ********.
We are in the process of reviewing the information provided and will provide you with a complete response to this as soon as possible.
In the meantime, if you have any questions,please do not hesitate to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr.ParalegalCustomer Answer
Date: 07/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I await the response from the company along a private means of communication.
Sincerely,
**** ********Initial Complaint
Date:06/18/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On December 24, 2021, I purchased a Fidelity Warranty Services, Inc. car care service plan for my 2021 ************************* #: P00020869617), totaling $1,550, from ************** in *******, **. The plan included synthetic oil change services. I paid for oil changes out of pocket without realizing they were covered. After locating my contract in early 2024, I submitted two reimbursement claims in April. Despite providing documentation and following up via email and phone, I have not received any reimbursement or communication.This lack of response has continued into June 2025. I no longer wish to do business with this company and am requesting a full cancellation of the plan and reimbursement of the $1,550 paid. As stated in the contract, cancellation and refund are permitted.This business has failed to honor the terms of the agreement and has not responded to repeated outreach. I am pursuing a refund through BBB since direct resolution attempts have been unsuccessful.Business Response
Date: 07/11/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
July 11, 2025
Better Business Bureau
***************************
*************************
RE: ********* & ******* *******
Contract No.: P00020869617
Complaint ID: **************
To Whom It May Concern:
I am responding to your letter regarding the recent claim filed by *** and Mrs. ****** ******* with Fidelity Warranty Services, Inc. (FWS).I have carefully reviewed the details of their claims and **************** contract coverage.
On April 1, 2025, *** and Mrs. ******* contacted *** to inquire about the terms of their contract. At the time *** explained the claim process in accordance with the contract provisions, including the steps to initiate a claim and the procedures necessary to obtain reimbursement. They were advised to ask the repair facility to contact *** prior to commencing any repairs.
Subsequently, *** and Mrs. ******* submitted two claims with ***. The first claim related to repairs performed at ********* ****************** on July 2, 2024. On June 16, 2025, FWS reimbursed them $174.00, which represented the maximum amount allowable under the terms and conditions of the maintenance contract.
Shortly thereafter, *** and Mrs. ******* submitted a second claim for repairs completed at Covert Automotive Group on April 17, 2025. *** is currently processing the claim and expects to issue reimbursement in the amount of $79.31 within the next few days. Please note that all claims have been reviewed and processed in accordance with the terms and conditions of their **************** contract.
We trust that this matter was resolved to ***and Mrs. ******** satisfaction as FWS values them as customers. Should they have any questions, they should feel free to contact me on the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalBusiness Response
Date: 07/11/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
July 11, 2025
Better Business Bureau
***************************
*************************
RE: ********* & ******* *******
Contract No.: P00020869617
Complaint ID: ********
To Whom It May Concern:
I am responding to your letter regarding the recent claim filed by *** and ************************* with Fidelity Warranty Services, Inc. (FWS).I have carefully reviewed the details of their claims and **************** contract coverage.
On April 1, 2025, *** and Mrs. ******* contacted *** to inquire about the terms of their contract. At the time *** explained the claim process in accordance with the contract provisions, including the steps to initiate a claim and the procedures necessary to obtain reimbursement. They were advised to ask the repair facility to contact *** prior to commencing any repairs.
Subsequently, *** and Mrs. ******* submitted two claims with ***. The first claim related to repairs performed at ********* ****************** on July 2, 2024. On June 16, 2025, FWS reimbursed them $174.00, which represented the maximum amount allowable under the terms and conditions of the maintenance contract.
Shortly thereafter, *** and Mrs. ******* submitted a second claim for repairs completed at Covert Automotive Group on April 17, 2025. *** is currently processing the claim and expects to issue reimbursement in the amount of $79.31 within the next few days. Please note that all claims have been reviewed and processed in accordance with the terms and conditions of their **************** contract.
We trust that this matter was resolved to ***and Mrs. ******** satisfaction as FWS values them as customers. Should they have any questions, they should feel free to contact me on the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 07/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory. I now understand the origin and purpose of the check issued and received by me via mail & appreciate the effort made to address the issue.
That said, I do hope that any future claims or reimbursements will come with clearer communication and a better process for tracking updates on the consumers end.
********* *******Initial Complaint
Date:06/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Regarding an unresolved warranty inspection for my vehicle, currently at **********************. The car was brought in for repair on May 13, 2025, and the dealership conducted an initial assessment, indicating that an inspection from Fidelity Warranty Services, Inc. was required to determine coverage under my warranty contract.Since that time, an inspection has reportedly been scheduled on at least three separate occasions. However, the assigned inspector has failed to appear each time, and as of today, June 5, 2025, the inspection has still not been completed.Business Response
Date: 06/18/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 18, 2025
Better Business Bureau
***************************
*************************
RE: ***** ******-Contract No.: P00023833965
Complaint ID: ********
To Whom It May Concern:
I am responding to your recent correspondence regarding Mr. ****** complaint with Fidelity Warranty Services,Inc. (FWS). I have carefully reviewed the details of Mr. ****** claim and his ************************** Contract coverage.
On May 14, 2025, a repair facility initiated an online claim with *** regarding Mr. ****** front-facing camera being offline. The repair facility reported the presence of error codes B23C51C and B23C592, and observed that a connector was broken and loose, with its wiring shorted. The next day, *** advised the repair facility that an inspection would need to be performed to verify the failure of the requested component and provided the inspectors ***.
FWS spoke with the repair facility on May 21, 2025, at which time it was determined that there was an inspection delay. The repair facility confirmed with FWS at that time that Mr. ****** camera was mounted improperly, and the bracket was damaged. Based on the repair facilitys report, the inspection was cancelled,and the repair facility was informed that Mr. ****** claim would be denied, as the failure to his camera was not the result of a manufacturers defect and thus, was excluded from coverage pursuant to the terms of his contract.
Please refer to the section of the contract titled, Mechanical Breakdown, which states:
Mechanical Breakdown: The failure of a Covered Part (as defined in Vehicle Covered Parts)due to (1) faulty workmanship or materials supplied by the original vehicle manufacturer or distributor; or (2) a gradual reduction in operating performance as a result of normal wear and tear.
Additionally,physical damage is specifically excluded from coverage pursuant to the terms of Mr. ****** contract. Please refer to the section of the contract titled, Exclusions from Coverage, which states:
EXCLUSIONS FROM COVERAGE: THIS SERVICE CONTRACT WILL NOT PAY OR REIMBURSE YOU FOR:
1. ANY LOSS, DAMAGE OR EXPENSE CAUSED BY ACCIDENTS, ANY ALTERATION TO THE VEHICLE OR THE COVERED PART, USE OF OVERSIZED OR UNDERSIZED TIRES OR WHEELS,ALTERATION TO THE VEHICLE NOT AUTHORIZED BY ITS MANUFACTURER OR BY A MANUFACTURER-APPROVED INSTALLER THAT CAUSES THE MANUFACTURER TO DENY A FACTORY WARRANTY CLAIM, THE FAILURE OF ANY PART NOT COVERED BY THIS SERVICE CONTRACT,ACCIDENTAL LOSS, FOR A BREAKDOWN CAUSED BY OR INVOLVING MODIFICATIONS UNLESS THOSE MODIFICATIONS MEET THE MANUFACTURERS SPECIFICATIONS (E.G. TIRES TWO
OR MORE SIZES LARGER OR SMALLER THAN THE MANUFACTURERS SPECIFICATIONS, LIFT KITS (UNLESS LIFT KIT COVERAGE IS SELECTED ON THIS SERVICE CONTRACT),AFTERMARKET PERFORMANCE PARTS OR SYSTEMS);
2. ANY MECHANICAL BREAKDOWN CAUSED BY AN ACCIDENT, COLLISION, UPSET DAMAGE,FALLING OBJECTS, THEFT, LARCENY, EXPLOSION, LIGHTNING, EARTHQUAKES, FIRE, WINDSTORMS,HAIL, WATER, FLOODS, SUBFREEZING TEMPERATURE, MALICIOUS MISCHIEF, VANDALISM,CIVIL COMMOTION, RIOTS, OR WARS
FWS discussed the details of the claim denial with Mr. ****** on May 21, 2025, advising him that failures resulting from incorrect installation, improper repairs and/or physical damage are specifically excluded from contract coverage. Mr. ****** notified FWS of a concern with his liftgate chime at this time and an inspection was scheduled to document the failure; however, additional delays were incurred due to unforeseen circumstances. On June ******, FWS extended rental car coverage to Mr. ****** due to the inspection delays, which Mr. ****** declined.
FWS received the inspection report on June 5, 2025, which documented that the front camera was inoperative, broken, and held in place with tape. The inspector noted that the plug at the connection point to the camera was broken off, and the data cable in the glove box had a broken connector to the module. The technician stated to the inspector that the wiring was bypassed from the module to the camera pigtail, and the image displayed properly. Additionally, no chime was reported when the rear hatch was raised or lowered, but it worked as designed when the module was replaced with an operational part. Based on the inspection and the technicians findings, FWS denied the camera and data cable claims due to a result of physical damage and not a mechanical failure.
On June 6, 2025, FWS provided the repair facility with authorization for Mr. ****** liftgate chime repair and advised the repair facility that the claim for his camera and data cable was denied.
*** believes Mr. ****** claim has been administrated according to the terms and conditions of his contract. Should you or Mr. ****** have any additional questions, please feel free to contact me at the telephone number listed above.
Sincerely,***** K. **********
Sr. ParalegalCustomer Answer
Date: 06/19/2025
Complaint: 23429369
I am rejecting this response because:
Thank you for your detailed response regarding the handling of my claim.
I would like to clarify an important point regarding the original denial of the claim, including the liftgate chime. The reason the inspectionand therefore the claimwas delayed and initially denied was due to the inspectors repeated failure to appear. Despite being scheduled multiple times, it took three weeks and several follow-up phone calls to your customer service team before an inspector finally arrived to evaluate the vehicle.
As a result of this delay, the liftgate chime issue could not be verified or approved earlier. While I appreciate that coverage for the chime was eventually authorized on June 6, its important to acknowledge that the extended delay was not caused by the repair facility or myself, but by the failure of the inspection process itself.
Please ensure this information is documented as part of my claim history for accuracy and future reference.
Sincerely,
***** ******Business Response
Date: 06/26/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 26, 2025
Better Business Bureau
***************************
*************************
RE: ***** ******-Contract No.: P00023833965
Complaint ID: ********
To Whom It May Concern:
I am responding to Mr. ****** rebuttal regarding his complaint with Fidelity Warranty Services, Inc. (FWS).
FWS has acknowledged the inspection delays in relation to Mr. ****** claims and has not attributed said delays to him or the repair facility. Nonetheless, the subsequent denial of ********* ****** claim was based on the findings of the repair facilitys inspection,which was used in place of the third-party inspection and not due to any delay thereof.
Additionally,FWS records indicate that the issue with Mr. ****** liftgate chime was not reported at the time his claim was originally initiated. However, we regret any inconvenience or additional delays this may have caused Mr. ****** and appreciate his understanding.
We hope this matter is now resolved to ********* satisfaction, as FWS values him as a customer. Should you have any additional questions, please feel free to contact me at the telephone number listed above.
Sincerely,
***** K. **********
Sr. ParalegalInitial Complaint
Date:06/05/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Nature of the Dispute: FWS is denying my valid warranty claim for a significant engine failure (crankshaft and bearing scoring) in my 2020 ***** Civic with low miles. Their denial appears to be based on an unsubstantiated inspection report which, critically, contains findings that contradict their apparent reasons for denial. Specifically:The report fails to establish a causal link between any aftermarket parts and the engine failure, with their own inspector admitting "no conclusive statement can be made." Expert opinion from the clutch manufacturer (ACT) states their product has never caused such a ********** incorrectly implies fault regarding ECU codes being cleared, when this was a standard diagnostic procedure performed by the dealership (Tampa *****), not by me. Evidence (text from Tampa *****) shows misfire codes and NO OVER *** codes were present before the dealer cleared ******* relies on speculation regarding an engine tune without any supporting evidence.Has the Business Tried to Resolve the Problem? I have been in contact with ***. I received an inspection report from them on June 1, 2025. I sent a letter next day requesting their official denial documentation and preemptively refuting points in their inspection report. They responded stating they are investigating and will respond within ten business days. However, given the serious nature of the anticipated denial, the flaws in their initial inspection report, and the fact that their own report contradicts a potential denial, I am proactively filing this ************ short: My vehicle experienced a covered mechanical breakdown. ***'s own inspector could not link modifications to the failure, their report contains contradictions to a denial, and their reasoning seems to rely on misinterpretations of standard dealer diagnostic procedures. I have my own *** certified mechanic's inspection that categorically refutes assumptions made in their report.Customer Answer
Date: 06/17/2025
IMMEDIATE FOLLOW-UP: Failure to Meet Promised Deadline for Case #********
Max Stober <***************************>
Jun 16, 2025, 8:00?AM (1 day ago)
to *****
Dear Ms. **************** am writing to follow up on your email dated June 3, 2025, in which you stated you would provide a response regarding my warranty claim (Case #********) within ten business days.
That deadline has now passed, and I have not received the requested formal documentation outlining the specific contractual reasons for your determination. These continued delays in providing essential claim documentation are unacceptable and are beginning to appear as a failure to handle my claim in good faith.
Please be advised that under Florida law, insurers and warranty providers have a duty to handle claims and communicate with consumers in a timely manner. Unnecessary delays can be considered an Unfair Claims Settlement Practice.
I expect to receive your formal, substantive response within the next two days. If I do not, I will be updating my BBB complaint to reflect your company's failure to adhere to its own timeline and will consider pursuing all other available consumer protection remedies.
Sincerely,
********** ******
from: Max ****************************************************** ***** ********** <****************************************************************************>
date: Jun 16, 2025, 8:00?AM
subject: IMMEDIATE FOLLOW-UP: Failure to Meet Promised Deadline for Case #********
mailed-by: *********
They have continually taken much longer than normal to respond or provide reports or anything..... it appears to be in bad faith.Customer Answer
Date: 06/18/2025
Update as of June 18, 2025: Fidelity Warranty Services has failed to meet the ten-business-day deadline (which was June 17th) that their own paralegal, ***** K. **********, committed to in her email of June 3rd.
Furthermore, I sent a follow-up email on June 17th noting the missed deadline and requesting a response. They have ignored this follow-up communication as well.
This continued lack of communication and failure to adhere to their own timeline demonstrates a failure to handle my claim in good faith.Business Response
Date: 06/19/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 19, 2025
Better Business Bureau
***************************
*************************
RE: ********** ******
Contract No.: P00013722600
File No.: 23429200
To Whom It May Concern:
I am responding to your recent letter regarding the complaint filed by Mr. ********** ****** against Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his claim and ****************** Warranty.
On May 14, 2025, Mr. ****** brought his vehicle to a repair facility regarding the illuminated check engine light. On May 15, 2025, the repair facility submitted an engine assembly claim due to failed rod bearings. The repair facility was informed that an inspection would be scheduled to determine the cause of the problem. They were also advised that proof of ownership and the vehicles maintenance records would be required before *** could proceed with the claim. Later that day, FWS received proof of ownership and all requested maintenance records.
An inspection was performed on Mr. ******* vehicle on May 16, 2025. The inspection revealed that the vehicle had the following aftermarket alterations an aftermarket performance exhaust pipe with no catalytic converter, a large aftermarket exhaust, and an aftermarket performance clutch and lightweight flywheel. In addition, the diagnostic codes were cleared and did not return, leading the technician to surmise that there was an aftermarket tune, especially since the catalytic converter was missing. Based on the inspection report, the claims analyst also noted that there was flaking on the center of the crank bearing,damage to the crank, and pitting on the cam and cam lobes. The claim was denied because of alterations to the vehicle, which are specifically excluded under the terms and conditions of the contract.
Please refer to the section of the contract titled Exclusions From Coverage, which states:
This Limited Warranty will not pay or reimburse you for:
3. ANY LOSS, DAMAGE OR EXPENSE CAUSED BY ACCIDENTS, ANY ALTERATION TO THE VEHICLE OR THE PART, USE OF OVERSIZED OR UNDERSIZED TIRES OR WHEELS, ALTERATIONTO THE VEHICLE NOT AUTHORIZED BY ITS MANUFACTURER,THE FAILURE OF ANY PART NOT COVEREDBY THIS LIMITEDWARRANTY, OR ACCIDENTAL LOSS;
On May 20, 2025, the repair facility was informed that Mr. ******* claim was denied because of the absence of the catalytic converter, and the presence of a tune.
On May 20, 2025, Mr. ****** was informed that his claim was denied due to the alterations, which were not performed by the manufacturer. Mr. ****** explained that the catalytic converter was stolen, and that he had filed a police report. He also indicated that the dealership was able to retrieve the codes. Therefore, Mr. ****** was provided an email address where he could request reconsideration of his claim denial.
On June 1, 2025, FWS received Mr. ******* request for a copy of the inspection report, and it was promptly provided. On June 2, 2025, Mr. ****** requested an explanation regarding why his claim was denied. *** explained that the claim was denied due to the modifications, which are specifically excluded under the contract, and which could affect the engine and its performance.
On June 17, 2025, the repair facility informed FWS that minor metal specks were found in the oil, along with damage to the camshaft bearings. The repair facility also informed *** that ********* indicated that he had a *****-certified tune but was unable to provide the information to verify this.
As such, the claim will remain denied. However, if Mr. ****** can provide the requested information, showing that the tune was manufacturer-approved, then *** will re-evaluate the claim. Should Mr. ****** have any questions, he should feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr.ParalegalCustomer Answer
Date: 06/19/2025
Complaint: 23429200
I am rejecting this response because:This letter is a formal, professional rebuttal to your denial of Mr. ******* warranty claim, as outlined in your correspondence. I have reviewed your letter, the *** inspection report, and the ****************** Warranty. Your denial is based on a fundamentally flawed interpretation of your own contract and a series of unsubstantiated assumptions.
Your denial rests on "Exclusions From Coverage," Section 3, which requires that damage be "CAUSED BY... ANY ALTERATION TO THE VEHICLE." You have failed to meet this contractual and legal burden of proof.
Let's address your points directly:
1. The "Alterations" Did Not Cause the Engine Failure. Your denial cites the presence of an aftermarket exhaust, clutch, and flywheel. However, your own inspector's report from May 16, 2025, is the most crucial piece of evidence here, as it states: "No conclusive statement can be made as to if the installed aftermarket performance [components] did or did not contribute to any failure at this time." Your own expert could not establish causation. Simply pointing to the existence of alterations is insufficient and contrary to the terms of your contract, which requires the alteration to be the cause of the damage.
Furthermore, regarding the ACT clutch and flywheel, Mr. ****** has correspondence from the manufacturer, Advanced Clutch Technology (ACT), stating that in their 20+ years of manufacturing these components, they have never seen their product cause crankshaft or bearing failure. This expert evidence from the component manufacturer directly refutes the plausibility of your theory.
2. The "Engine Tune" is Pure Speculation. Your letter states the technician "surmised" (i.e., guessed) there was an aftermarket tune. This is not evidence. To deny a claim based on a non-manufacturer tune, you must first prove one exists. You have provided zero evidence of an unapproved tune. Your attempt to shift the burden of proof to Mr. ****** to disprove your speculation is improper. The "*****-certified tune" you mention being discussed on June 17th is irrelevant until you can first prove a non-certified tune is even present on the ECU.
3. Your Handling of Key Facts Demonstrates Bad Faith.
The Cleared ECU Codes: You continue to cite the cleared codes as a basis for suspicion. As you have been informed, this was a standard diagnostic procedure performed by the technicians at ***********, a dealership repair facility. This fact is verifiable and your continued use of it to imply fault on the part of the vehicle owner is misleading.
The Stolen Catalytic Converter: You acknowledge Mr. ****** informed you the catalytic converter was stolen and a police report was filed. Yet, you still list the "absence of the catalytic converter" as a reason for denial. A part replaced due to theft is not an "alteration" in the context of voiding a warranty for an unrelated engine failure. Using this against him is unreasonable.
The Real Evidence: You have completely ignored the primary diagnostic evidence: the initial misfire codes found by *********** before they were cleared. These codes point directly to a developing internal engine problema classic covered mechanical breakdownnot a failure induced by user modification.
Conclusion: The Claim Must Be Re-evaluated and Approved.
The denial of this claim is improper. You have failed to prove causation as required by your contract. Your primary arguments are based on speculation and a misrepresentation of standard dealership procedures.
The evidence points to a failure of covered components (crankshaft, bearings) that began with a condition that produced misfire codes.
We demand that you re-evaluate this claim based on the facts and the terms of your contract. The logical and contractual conclusion is to approve this claim.
Sincerely,
********** ******Customer Answer
Date: 06/19/2025
it seems my initial letter was ignored the dealer cleared the codes from the system and the dealer can verify the tune is from ***** this is not on my onusCustomer Answer
Date: 06/19/2025
the company did not even read or respond to my initial complaint they just said the same thingCustomer Answer
Date: 06/24/2025
I have received new, critical evidence from the diagnosing dealership, Tampa *****.
I am attaching a screenshot of a text message from ***** ******** of ******************** In this message, he confirms the following facts based on their official diagnosis of my vehicle:
The initial fault codes were for misfires on cylinders 1-4.
There were "no 'over **** codes in the system."
His professional conclusion is: "This breakdown was not from misuse. Just breakdown in parts."
This direct statement from the ***** dealership's service department proves that Fidelity Warranty Services' denial is based on unfounded speculation. The evidence shows this was a covered mechanical parts failure, not misuse. I demand that *** review this evidence and immediately approve my claim.Customer Answer
Date: 06/27/2025
I am adding a critical point to my complaint that exposes the unlawful nature of FWS's denial.
Their ****************** Warranty, on page 2, explicitly states that clutch assemblies are not covered: "(STANDARD TRANSMISSION CLUTCH ASSEMBLIES AND ALL COMPONENT PARTS ARE NOT COVERED.)"
By doing this, FWS defines the clutch as a routine "wear-and-tear" maintenance item, making me, the consumer, financially responsible for its replacement. This is no different than replacing brake pads, tires, or wiper blades.
Consumers constantly replace these wear items with quality aftermarket brands from various auto parts stores. A warranty company cannot legally dictate what brand of brake pads you must use. Likewise, FWS cannot police my choice of clutcha part they refuse to pay for.
Their attempt to deny my engine claim based on my choice of a non-covered, consumer-replaceable part is a direct violation of the ********-**** Warranty Act's anti-tying provisions. They must prove the part caused the failure.
This is not an interpretation issue; it is a clear-cut case of FWS attempting to enforce a condition that is illegal under federal law. It's the ultimate proof of their bad faith.Customer Answer
Date: 06/27/2025
Complaint ID ******** against Fidelity Warranty Services, Inc. (FWS)
Subject: Formal Rejection and Final Rebuttal to FWS's Response
To Whom It May Concern:
I formally REJECT the response provided by Fidelity Warranty Services, Inc. ("FWS") dated June 19, 2025. Their position is factually incorrect, contractually baseless, and legally indefensible. The denial of my claim constitutes a bad faith breach of contract.
This rebuttal will serve as my final response, consolidating the overwhelming evidence that compels the immediate approval of my claim.
I. FWS Has Failed to Meet Its Contractual Burden of Proof.
FWS's entire denial rests on their contract's Exclusion #3, which requires damage to be "CAUSED BY... ANY ALTERATION." This language legally and contractually obligates *** to provide affirmative proof that an alteration was the direct cause of the engine failure.
FWS has failed to provide any such proof. In fact, their own evidence contradicts their conclusion. The *** inspection report from May 16, 2025, contains a fatal admission from their own chosen expert: "No conclusive statement can be made as to if the installed aftermarket performance [components] did or did not contribute to any failure at this time."
Without proof of causation, their denial is a breach of the plain language of their contract.
II. New Evidence from the **************** Dealership Directly Refutes FWS's Claims.
I have now provided FWS and the BBB with a definitive statement from ***** ******** of ******************** the dealership that performed the actual diagnosis. This statement serves as primary, expert evidence and renders FWS's speculation moot. Mr. ******** confirms:
The vehicle presented with misfire codes, indicating an internal engine problem.
There were NO "over **** codes, refuting any implication of operator abuse.
The professional conclusion of the *****-certified technician is: "This breakdown was not from misuse. Just breakdown in parts."
FWS's decision to ignore the expert diagnosis of a certified ***** dealer in favor of the inconclusive speculation of their third-party inspector is unreasonable and demonstrates bad faith.
III. FWS's Denial Based on a Non-Covered Part Violates Federal Law.
FWS's focus on the aftermarket clutch is not only baseless but illegal. Their own ****************** Warranty contract explicitly states in all capital letters that clutch assemblies are not a covered component: "(STANDARD TRANSMISSION CLUTCH ASSEMBLIES AND ALL COMPONENT PARTS ARE NOT COVERED.)"
By the terms of their own contract, FWS defines the clutch as a consumer-replaceable wear-and-tear item, no different than brake pads or tires. The ********-**** Warranty Act expressly prohibits companies from conditioning a warranty on the use of a specific brand of replacement part (an illegal "tying" arrangement) unless that part is provided free of charge.
Because FWS does not cover the clutch, they have no legal standing to police my choice of replacement part. To deny coverage for the enginea completely separate, covered componentbased on my choice of a non-covered, consumer-replaceable part is a clear violation of federal law.
Conclusion and Demand
FWS's position has collapsed under the weight of the evidence and the law:
Their denial is contradicted by their own inspector's report.
Their denial is refuted by direct evidence from the ***** dealership.
Their denial is premised on a violation of federal warranty law.
The facts are clear: my vehicle suffered a covered mechanical breakdown of internal engine components. *** has engaged in a bad faith effort to create a pretext for denying a valid claim.
I reject their denial in its entirety. I demand the immediate and full approval of my claim for the repair of my vehicle's engine, as stipulated in my warranty agreement. No further unsubstantiated denials will be accepted.Business Response
Date: 07/03/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
July 3, 2025
Better Business Bureau
***************************
************************
RE: ********** ******
Contract No.: P00013722600
File No.: 23429200
To Whom It May Concern:
I am responding to your recent letter regarding the rebuttal filed by Mr. ********** ****** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his claim and ****************** Warranty.
Mr. ******* claim was first reported to *** on May 15, 2025, regarding an illuminated check engine light concern. The repair facility determined that an engine assembly claim needed to be replaced,because of a failed rod bearing.
On May 16, 2025, an inspection was performed on Mr. ******* vehicle to determine the cause of the problem. The claim was initially denied because of alterations to the vehicle, which are specifically excluded under the terms and conditions of the contract.
However, after reconsideration of Mr.******* claim, *** has agreed to authorize the repair in the amount of $5,829.78,which includes $2,191.15 for parts, $3,738.63 for labor and reflects a deduction of Mr. ******* $100.00 deductible.
We trust that this matter was resolved to Mr.******* satisfaction as FWS values him as a customer. Should you have any questions, please contact me on the telephone number listed above.
Sincerely,/S
***** **********
Sr. ParalegalInitial Complaint
Date:06/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I put in a repair request with Fidelity for my 2019 Jeep Cherokee for replacement of the differential. I told them the part was on backorder and could take up to 45 days to get the part. The repair shop called Fidelity to tell them they had the part and was going to repair it. I also called Fidelity to tell them this. I was told by Fidelity that an inspector would be out to view the work done. The inspector never showed. 4 different occasions and the inspector never showed once. The dealer had my car for 11 days waiting for them to inspect the vehicle. The last time I called Fidelity they told me they would have a different inspection place come out. I told Fidelity several times the work was completed. Fidelity then cells the dealer and says it's been denied because it was operater meaning my fault that the differential cracked. That i took it off road, which never happened. The. Fidelity told me to submit the invoice and my payment to be reimbursed. Now Fidelity tells me the work wasn't authorized. They never told me this before. Contract number P00013442804. I just want the warranty to cover the repair that it said was covered.Business Response
Date: 06/12/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 12, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: **** and ***** *****
Contract No: P00013442804
Complaint ID: ********
To Whom It May Concern:
I am responding to your recent letter regarding the claim filed by *** and Mrs. ***** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and vehicle service contract coverage.
*** and Mrs. ****** claim was first reported to *** on April 7, 2025, regarding a differential assembly concern. The repair facility determined that the differential assembly was cracked and needed to be replaced. An inspection was scheduled to determine the cause of the problem. However, there were some delays with the scheduled inspections.
On May 21, 2025, FWS was notified that the repairs to *** and Mrs. ****** vehicle were completed. Subsequently, *** authorized the claim and will reimburse *** and Mrs. ***** a total of $3,247.73 for the differential assembly replacement, which consists of the following breakdown: $2,327.60 for parts, $843.62 for labor, $176.61 for taxes, less $100.00 deductible.
We trust that this matter was resolved to ***and Mrs. ****** satisfaction as FWS values them as customers. Should you have any questions, please contact me at the telephone number listed above.
Sincerely,/S
***** **********
Sr. ParalegalInitial Complaint
Date:05/28/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I refinanced my car loan and paid off this warranty. Phoned Fidelity on May 2, 2025 to ask when I would receive my refund of $2290 after auto dealer sent them a cancellation form with accompanying documents on May 1, 2025. Was told they were very busy and might get to my refund at the end of the month. Called on May 13 to ask for a specific date and was told maybe next week. Called on May 22 to be told they had never recieved the cancelleation form and spent hours trying to email the paperwork to them because they had issues with their email. Finally was given a personal email address from Angelissa who said she would hand carry paperwork to correct office. Called again today, May 28 to be told they needed the ***** pay off letter. Tried for hour to send letter to company email and Tyreike's personal email without success. Asked to speak to a manager and was told it will be ***** hours before she will contact me. Feel this company's ineptness is only equalled by their lack of customer service as am still waiting for a refund after almost a month. Do not appreciate customer service personnel that give completely inaccurate infromation about and likely deliberate evaisions regarding the status of my refund.Business Response
Date: 06/10/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 10, 2025
Better Business Bureau
**************************************************************************************************************
RE: **** ****-Contract No. P00083012383
Complaint ID: ********
To Whom It May Concern:
I am responding to your letter regarding the complaint filed by Mr. **** **** regarding his request to cancel his service contract with Fidelity Warranty Services, Inc. (FWS).
Mr. ***** service contract was cancelled on June 3, 2025, with an effective date of May 1, 2025. The full refund amount of $2,920.00 was forwarded to Mr. **** on June 5, 2025.
We trust that this matter was resolved to Mr. ***** satisfaction, as FWS values him as a customer. Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 06/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ****Initial Complaint
Date:05/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a ***** s90 2019, and it has a 10 years extended warranty. I have double checked with *****, they told me no matter who bought the extended warranty, it always follow the car. But when I contact with the ***, they said it has to be under my name. I want the *** commit when the ********* said and continue cover my carBusiness Response
Date: 06/09/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 9, 2025
Better Business Bureau
***************************
*********************************************
RE: *** ****
Complaint ID: ********
To Whom It May Concern:
I am responding to the complaint filed by Mr. *** **** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. ***** complaint.
Although *** has a service contract associated with the vehicle identification number (***) provided by Mr. ***** the service contract is not registered under Mr.***** name. Rather, the *** corresponds with a different individual.
However,the original contract holder may transfer the service contract to Mr. **** by following the process listed below. The term YOU refers to the original contract holder.
TRANSFER: YOU may transfer this Service Contract to another owner, but not to another vehicle. To transfer this Service Contract, YOU must mail the following three (3) items to FWS within thirty (30) days of transfer of vehicle ownership: (1)a completed Transfer Form (or a letter containing the name and address of the new owner and YOUR authorization to transfer); (2) a legible copy of the front page of this Service Contract; and (3) a check for $40 payable to FWS, for the transfer fee. This Service Contract may not be transferred to any entity in the business of selling or leasing motor vehicles.
Once FWS receives the documents, the transfer can be processed.
Should Mr. **** have any questions, he should feel free to contact the undersigned at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 06/09/2025
Complaint: 23383271
Hi,I fully underatand what you mentioned. What I want to say is the ***** customer service told me this ********************** would only stay with the car, no matter who own it. Also, I bought this car 2 years ago form the dealer, so I could not contact with the previous owner, and I don't know which owner bought it. I just got it from vovlvo that this car has a extended warranty. Under this situation, can you please give me a plan to figure it out?
Sincerely,
*** ****Business Response
Date: 06/13/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 13, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: *** ****
Complaint ID: ********
To Whom It May Concern:
We are writing to confirm that Fidelity Warranty Services, Inc. (FWS) received the follow-up letter regarding the claim filed by Mr. *** ****.
We recommend that Mr. **** contact the selling dealership for assistance regarding this matter. Mr. **** should explain to the dealership that pursuant to the terms of the contract, the prior owner must complete the listed steps set forth in the contract to authorize the transfer.
Should Mr. **** have any further questions regarding this matter that may be addressed by FWS, he may contact the undersigned at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr.ParalegalInitial Complaint
Date:05/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint against Fidelity Warranty Services regarding their improper denial of my vehicle warranty claim (Claim No. P00019920030) involving my 2021 ****** Rogue. The denial was based on false and unauthorized statements submitted by the dealership (******* ******* ****** of Huntsville), which I was never allowed to review or dispute.The dealership submitted a claim on August 1, 2024, and an FWS inspector reviewed the vehicle shortly after. The claim was denied based on an alleged overheating condition and continued operation of the vehicle while overheating. I categorically deny ever stating or knowing that the vehicle was overheating. At no point did I authorize the dealership to make this statement or act on my behalf in submitting the claim.*** made no direct contact with me during the claim process and provided no opportunity to challenge the basis for the denial. I only received a denial letter months later, which cited a dealership narrative that was completely false and contradicted my own experience.This denial caused a chain of events that led to my vehicle being towed, subjected to a mechanics lien, and ultimately solddespite my loan being current and my attempts to resolve the issue in good faith.I am requesting that this complaint be formally investigated and that FWS:1.Reopen and review the claim based on accurate, verified information;2.Provide a copy of the claim submitted by the dealership and any statements used to justify the denial;3.Issue reimbursement or relief appropriate to the harm caused by this misrepresentation and flawed claims handling process.Thank you for your assistance.Business Response
Date: 06/11/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 11, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: **** and ******* ****-Contract No. P00019920030
Complaint ID: ********
To Whom It May Concern:
I am responding to your letter regarding the recent claim filed by Mr. ******* **** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his claim and vehicle service contract coverage.
On August 2, 2024, Mr. **** contacted FWS to initiate a claim and was informed that the repair facility would need to diagnose the vehicle and call *** itself to initiate the claim.
On August 2, 2024, the repair facility contacted *** regarding Mr. ***** vehicle to initiate a claim. Upon inspection, the repair facility determined that the engine in Mr. ***** vehicle needed to be replaced. They verified that the coolant reservoir was empty, and that the vehicle was experiencing overheating issues. The spark plugs were also removed and were saturated with coolant. Later,the repair facility added a wheel bearing issue to the existing claim, which was included in the scheduled inspection.
On the same day, *** authorized four days of rental coverage for Mr. ***** due to inspection delays. The rental coverage and reimbursement process was explained to Mr. **** and the repair facility.
An inspection was performed on Mr. ***** vehicle on August 5, 2024. The inspection confirmed the presence of dried coolant around the reservoir; however, no smoke emitting from the tailpipe or external leaks were detected. The repair facility declined to perform a borescope test. It was also noted that the oil level was full but burnt, and the service sticker indicated that the vehicle was ***** miles overdue for its scheduled maintenance.
On August 7, 2025, the repair facility reported that although the inspection was completed, coolant in the cylinders had not been verified. The repair technician recommended engine replacement, due to a head gasket failure, which was caused by leaks in multiple cylinders. The recommendation was based on the vehicle stalling multiple times, and the technician verified that the stalling was due to an overheating condition. As such, a second inspection was scheduled for Mr.***** vehicle.
The second inspection was performed on Mr. ***** vehicle on August 7, 2024. The inspection revealed the following: a head gasket failure, coolant stains around the reservoir, dirty engine oil that was overdue for service, and impact damage to the right front wheel, resulting in failure of the wheel bearing.
Mr.***** engine claim was denied because the vehicle had been operated while in an overheat condition, which is specifically excluded under the terms and conditions of the contract. However, the rental coverage was authorized.
The wheel bearing claim was also denied because of impact damage, which is specifically excluded under the terms and conditions of the contract.
Please refer to the section of the contract titled, Exclusions From Coverage, which states:
This service contract will not pay or reimburse you for:
2. ANY MECHANICAL BREAKDOWN CAUSED BY AN ACCIDENT, COLLISION, UPSET DAMAGE, FALLING OBJECTS,THEFT, LARCENY, EXPLOSION, LIGHTNING, EARTHQUAKES, FIRE, WINDSTORMS, HAIL,WATER, FLOODS, SUBFREEZING TEMPERATURE, MALICIOUS MISCHIEF, VANDALISM, CIVIL COMMOTION, RIOTS, OR WARS;
8. ANY MECHANICAL BREAKDOWN CAUSED BY CONTAMINATION, DAMAGE AS THE RESULT OF CONTINUED OPERATION WITH AN OVERHEAT CONDITION, LACK OF COOLANT OR LUBRICANTS, LACK OF OIL VISCOSITY, SLUDGE, RESTRICTED OIL FLOW, SALT, RUST AND RUST DAMAGE, ENVIRONMENTAL DAMAGE, OR CHEMICALS;
On August 28, 2024, Mr. **** contacted FWS regarding the status of the claim. The customer was informed that the claim was denied because of the continued operation of the vehicle while in an overheat condition, as evidenced during the inspection. The customer was provided information regarding the appeal process.
The repair facility contacted FWS on September 30, 2024, regarding Mr. ***** vehicle. It was reconfirmed that the engine claim was denied due to the continued operation of the vehicle in an overheat condition. The repair facility was informed that the wheel bearing claim was also denied because of impact damage. Both conditions are specifically excluded under the terms and conditions of Mr. ***** contract.
On April 24, 2025, Mr. **** requested additional information from *** regarding his claim. Mr. **** was provided an e-mail address where he could submit his request. It was also confirmed that the engine claim was denied due to continued operation of the vehicle while in an overheat condition. On May 3, 2025, Mr. **** was provided with the requested claim information.
On June 5, 2025, Mr. ***** spouse contacted *** to request a copy of the inspection report. She was provided the appropriate e-mail address where she could submit her request.
At this point, Mr. ***** claim will remain denied, pursuant to the terms of his service contract. Should you have any questions regarding this matter, you may contact me at the telephone number listed above.
Sincerely,/S
***** **********
Sr. ParalegalInitial Complaint
Date:05/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a service contract with ******* extended warranty for purchase of a 2018 **** mustang purchased from Carmax 8/26/2021. Valid to ****** miles for 5 years. Car has ****** miles and contract expires 8/2026. Car is at ********** in ******, needs a new transmission. Claim was initiated by ********** on 5/15/2025 and they have yet to send an inspector to review claim. Said they would be As of today, 5/22, still no inspector and maxcare can't give me a date when and if they will ever appear. Can't process claim until an inspector comes out.Business Response
Date: 06/05/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 5, 2025
Better Business Bureau
***************************
*************************
RE: ***** *******
Contract No.: P00019579717
Complaint ID: ********
To Whom It May Concern:
I am responding to your recent letter regarding the claim filed by Ms. ***** ******* with Fidelity Warranty Services,Inc. (FWS). I have carefully reviewed the details of the claim and vehicle service contract coverage.
Ms. ******* initially reported a claim to *** on May 15, 2025, regarding the replacement of the vehicles transmission. At that time, the claim analyst advised that an inspection would be necessary to determine the cause of the problem.
On May 20, 2025, Ms. ******* contacted *** for an update on the status of her claim. She was informed there was a delay in the inspection process. To help mitigate any inconvenience, the claim analyst authorized an additional seven days of rental coverage.
Thereafter, the inspection was ultimately cancelled,and Ms. ******** claim was subsequently authorized and paid. *** paid a total of $7,882.77 for the claim, which included $6,046.77 for parts, $2,136.00 for labor, and the application of a $300.00 deductible.
We trust that this matter was resolved to Ms. ******** satisfaction, as FWS values her as a customer. Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,/s
***** K. **********
Sr. ParalegalCustomer Answer
Date: 06/05/2025
Complaint: 23366309
I am rejecting this response because: Response is correct in that claim was filed May 15th and I was offered the rental car. However, I was never told that there was a delay in getting an inspection, the inspection was not cancelled, it occurred on May 23rd. Sound **** never got his report and I was finally able to talk to a supervisor who apologized, stating inspection should have happened within 48 hours. It took 8 days, and supervisor approved the repair on May 26th, 12 days after submission. I called many times, trying to get resolution and was always told there was nothing they could do if inspection company did not send an inspector, and if I wished, they would have a supervisor call me, it would take 4 to 5 days!!!!! No one ever called. I do not want to correspond further relative to this complaint, except to say, my claim was not handled in an efficient or professional manner, the entire experience was extremely stressful and I would never recommend this company.
,
Sincerely,
***** *******Initial Complaint
Date:05/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a fidelity warranty for my used 2018 GMC Acadia in 2022. It is a 6 year, ****** mile *********** is the platinum level contract. Our Transmission just broke and is under this warranty, but the company Fidelity Warranty Services **** will not honor their contract. We bought this extended warranty in 2022 and it is termed a 6 year extended warranty. It is now 2025 and the car is under ****** miles and they will not honor their contract contract.Business Response
Date: 06/03/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 3, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: *** *******
Complaint ID: ********
To Whom It May Concern:
Fidelity Warranty Services, Inc. (FWS)received your letter regarding the above referenced matter.
We are in the process of reviewing the information provided and will provide you with a complete response to this as soon as possible.
In the meantime, if you have any questions,please do not hesitate to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr.ParalegalBusiness Response
Date: 06/05/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 5, 2025
Better Business Bureau
***************************
*************************
RE: *** *******-Contract No. P00021425356
Complaint ID: ********
To Whom It May Concern:
I am responding to your recent letter regarding the complaint filed by Ms. *** ******* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Ms. ******** complaint and Powertrain Wraparound contract.
According to our records, ********** purchased a contract for a term of 6 years or ******* miles on February 17, 2022, with ****** miles on the vehicle at the time of purchase. The ************************ Date was March 18, 2018, as listed on the front of the contract. Please refer to the section of the contract, Service Contract Period, which states:
SERVICE CONTRACT PERIOD: Coverage under this Service Contract begins on the SERVICE CONTRACT PURCHASE DATE shown on this Service Contract. Coverage under this Service Contract expires: (1) based on TERM or MILEAGE (as shown on this Service Contract) from the ********************************* Date and 0 miles (not the SERVICE CONTRACT PURCHASE DATE and CURRENT ODOMETER READING) whichever comes first; or (2) if/when the aggregate total of benefits paid/payable under the Service Contract exceeds the limits as set forth in the LIMITS OF LIABILITY section. If no ******************************** Date or the incorrect ******************************** Date is entered on this Service Contract, WE will use January 1 of YOUR vehicles model year to calculate TERM expiration.
Based on the provision above, coverage under Ms. ******** contract expired based on the term or mileage from the ********************************* Date and 0 miles, whichever came first, and not the Service Contract Purchase Date and odometer reading at the time of purchase. Therefore, Ms. ******** contract expired on March 18, 2024, or at ******* miles, whichever occurred first. As such, Ms. ******** contract expired by time on March 18, 2024, which is 6 years from the ************************ Date of March 18, 2018, as listed on the front of the contract. Because the contract has expired, no cancellation amount is owed to Ms. ******* pursuant to the terms of the contract.
Should you have any additional questions, please feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalBusiness Response
Date: 06/05/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 5, 2025
Better Business Bureau
***************************
*************************
RE: *** *******-Contract No. P00021425356
Complaint ID: ********
To Whom It May Concern:
I am responding to your recent letter regarding the complaint filed by Ms. *** ******* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Ms. ******** complaint and Powertrain Wraparound contract.
According to our records, Ms. ******* purchased a contract for a term of 6 years or ******* miles on February 17, 2022, with ****** miles on the vehicle at the time of purchase. The ************************ Date was March 18, 2018, as listed on the front of the contract. Please refer to the section of the contract, Service Contract Period, which states:
SERVICE CONTRACT PERIOD: Coverage under this Service Contract begins on the SERVICE CONTRACT PURCHASE DATE shown on this Service Contract. Coverage under this Service Contract expires: (1) based on TERM or MILEAGE (as shown on this Service Contract) from the ********************************* Date and 0 miles (not the SERVICE CONTRACT PURCHASE DATE and CURRENT ODOMETER READING) whichever comes first; or (2) if/when the aggregate total of benefits paid/payable under the Service Contract exceeds the limits as set forth in the LIMITS OF LIABILITY section. If no ******************************** Date or the incorrect ******************************** Date is entered on this Service Contract, WE will use January 1 of YOUR vehicles model year to calculate TERM expiration.
Based on the provision above, coverage under Ms. ******** contract expired based on the term or mileage from the ********************************* Date and 0 miles, whichever came first, and not the Service Contract Purchase Date and odometer reading at the time of purchase. Therefore, Ms. ******** contract expired on March 18, 2024, or at ******* miles, whichever occurred first. As such, Ms. ******** contract expired by time on March 18, 2024, which is 6 years from the ************************ Date of March 18, 2018, as listed on the front of the contract. Because the contract has expired, no cancellation amount is owed to Ms. ******* pursuant to the terms of the contract.
Should you have any additional questions, please feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. Paralegal
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