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:07/20/2023
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.
Complaint: 20348428
I am rejecting this response because:Apparently the Fidelity inspector DOES NOT know how to do his job, anyone can go take the oil stick and give their verdict.
Fidelity and BBB can request the record of the Santa Fe directly from ************** and you can verify that another oil consumption test was performed days before and the oil levels were filled.
This is how Fidelity Warranty Service lies and did not collect the proper information, which is why I consider Fidelity to be a fraudulent company that only takes advantage of customers.
Complementary to this, on June 27 an envelope was delivered to fidelity with my arguments and they have never taken the time to respond.
USPS Tracking Number 70211970000024366372.
Verify the information or if necessary I can attach proof and a copy of the letter.
Sincerely,
***************************
Business Response
Date: 07/28/2023
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
July 28, 2023
Better Business Bureau
*******************************************************************************************
RE: ******************************-Contract No. P00015560303
Complaint ***********
To Whom It May ******************************* to your letter regarding the recent claim filed by ********************** with Fidelity Warranty Services, Inc. (FWS). We have carefully reviewed the details of ************************ claim and service contract.
A claim was reported to FWS on February 27, 2023, regarding the engine needing to be replaced. An inspection was performed on the vehicle on February 28, 2023. The inspection verified that the engine started and ran normally, there was no diagnostic trouble codes, and the oil was full and clean. The inspector also indicated there was no physical sign of oil consumption, nor leaks or signs of abuse. The repair facility presented the inspector two repair orders demonstrating oil consumption, which is consistent with an internal engine failure. However, the inspector was not present for any of these tests. Thus, the inspector determined that teardown would be required to determine the cause and extent of the problem, since no problem was verified.
Upon receipt of the inspection report, FWS contacted the repair facility and asked them to obtain teardown authorization from ********************** so that further diagnosis could be performed to identify the problem with the vehicle. Please refer to the section of the contract titled, How to Make a Claim, which states:
HOW TO MAKE A CLAIM: WHEN REPAIRS ARE REQUIRED, IF POSSIBLE, RETURN YOUR VEHICLE TO YOUR SELLING DEALER. IF YOU CANNOT RETURN YOUR VEHICLE TO YOUR SELLING DEALER,YOU MUST TELEPHONE FWS AT ************** DURING NORMAL WORKING HOURS TO RECEIVE INSTRUCTIONS. IF YOU DO NOT FOLLOW OUR INSTRUCTIONS, WE ARE NOT OBLIGATED TO REIMBURSE YOU FOR THE COST OF ANY REPAIRS. AUTHORIZATION MUST BE OBTAINED FROM FWS PRIOR TO HAVING YOUR VEHICLE REPAIRED. WE RESERVE THE RIGHT TO INSPECT ANY VEHICLE BEFORE AUTHORIZATION OF ANY REPAIRS. IN ORDER TO MAKE A CLAIM UNDER THIS SERVICE CONTRACT YOU MUST:
1. PROVIDE TEARDOWN AUTHORIZATIONWHEN REQUESTED BY FWS, SO THAT THE REPAIR FACILITY CAN PROVIDE AN ACCURATE DIAGNOSIS AND ESTIMATE OF REPAIRS. WE ARE NOT OBLIGATED TO REIMBURSE YOU FOR TEARDOWN COSTS IN THE EVENT THE REPAIRS ARE NOT COVERED UNDER THE PROVISIONS OF THIS SERVICE CONTRACT;
2.IN THE EVENT OF AN EMERGENCY SITUATION THAT OCCURS AND FWS CANNOT BE REACHED,YOU CAN PROCEED WITH REPAIRS, BUT PAYMENT WILL BE IN ACCORDANCE WITH THE OTHER PROVISIONS OF THIS SERVICE CONTRACT;
3.SUBMIT A CLAIM FOR REIMBURSEMENT TO FWS, ALONG WITH ALL REQUIRED DOCUMENTS,WITHIN THIRTY (30) DAYS OF AUTHORIZATION OR REPAIR;
4.RETAIN ALL REPLACED PARTS UNTIL YOUR CLAIM IS SETTLED, AS YOU MAY BE REQUIRED TO SUBMIT THESE PARTS FOR INSPECTION.
FAILURE TO COMPLY WITH THE RESPONSIBILITIES OUTLINED HEREIN MAY RESULT IN THE DENIAL OF YOUR CLAIM. IF YOU HAVE ANY QUESTIONS WHICH CANNOT BE ANSWERED BY YOUR SELLING DEALER, PLEASE CONTACT FWS.
The repair facility also informed FWS that they performed an oil consumption test prior to reporting the claim. They explained that ********************** was asked to return the vehicle at different mileage so they could check how the oil was consumed.According to the repair facility, the vehicle failed that oil consumption test.
Oil consumption is not covered under the terms and conditions of ************************ contract, which states:
This Service Contract will not pay or reimburse you for:
17. THE CORRECTION OF OIL CONSUMPTION, REPAIR OF WORN RINGS, OR ANY REPAIRS FOR REDUCTION IN ENGINE EFFICIENCY THAT MUST BE PERFORMED ON YOUR VEHICLE WHEN A MECHANICAL BREAKDOWN HAS NOT OCCURRED.
Please note that the claim will remain open, until ********************** provides teardown authorization to the repair facility so they may complete their diagnosis. Once the repair facility can perform their diagnosis, a decision will be made by FWS regarding this matter. Please note that FWS will not cover the teardown charges unless the claim is covered under the terms and conditions of ************************ contract.
We recently received a request for cancellation from **********************. FWS is willing to assist ********************** with the cancellation of his contract. For us to process the cancellation, he should forward to us (i) a copy of the contract indicating how much was paid for the contract; (ii) the mileage currently on the vehicle, and (iii) a statement from his lienholder indicating that no credit was ever received from the dealership. Also attached,please find a cancellation form which will need to be completed to process the cancellation. Once this information is received, we will process the cancellation effective on the date in which the cancellation request was originally made and issue the refund to the lienholder pursuant to the terms of the contract. If the lien has been satisfied or there is no lien, the refund will be issued directly to ***********************
Should you have any questions regarding this matter, please contact me at the telephone number listed above.
Sincerely,/S
**********************************
Sr. ParalegalBusiness Response
Date: 08/10/2023
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
August 10, 2023
Better Business Bureau
*************************************************************************************
RE: ******************************-Contract No. P00015560303
Complaint ***********
To Whom It May ******************************* to your follow-up letter regarding the recent claim filed by ********************** with Fidelity Warranty Services, Inc. (FWS). We have carefully reviewed the details of ************************ claim and service contract.
As previously indicated, FWS is awaiting ********************** to provide teardown authorization to obtain a more complete diagnosis from the repair facility. FWS is in receipt of the repair invoice that ********************** provided. However, the repair facility only performed an oil consumption test,which documented that the engine was still burning oil. However, they did not perform any teardown to identify the cause of the oil consumption. Please note that oil consumption is not covered under the terms of ************************ contract, when a mechanical breakdown has not occurred.
Please refer to the section of the contract titled, Exclusions From Coverage, which states:
This service contract will not pay or reimburse you for:
17. THE CORRECTION OF OIL CONSUMPTION, REPAIR OF WORN RINGS, OR ANY REPAIRS FOR REDUCTION IN ENGINE EFFICIENCY THAT MUST BE PERFORMED ON YOUR VEHICLE WHEN A MECHANICAL BREAKDOWN HAS NOT OCCURED;
The current state of the engine does not meet the definition of mechanical breakdown as defined under the term of the contract, since no failed part has been identified.
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.
Therefore, the claim will remain open, until ********************** provides teardown authorization to the repair facility so they may complete their diagnosis. Once the repair facility can perform their diagnosis, a decision will be made by FWS regarding this matter. Please note that FWS will not cover the teardown charges unless the claim is covered under the terms and conditions of ************************ contract.
However, in the event ********************** still wishes to cancel this contract, he may forward to us (i) a copy of the contract indicating how much was paid for the contract; (ii)the mileage currently on the vehicle, and (iii) a statement from his lienholder indicating that no credit was ever received from the dealership. The cancellation form was also previously attached, which will also need to be completed to process the cancellation.
Should you have any questions regarding this matter, please contact me at the telephone number listed above.
Sincerely,/S
**********************************
Sr. ParalegalCustomer Answer
Date: 08/16/2023
Complaint: 20348428
I am rejecting this response because:Your contract is not clear and have a lot of gaps in the redaction, my contract GOLD COVERS ALL INTERNAL PARTS OF THE ENGINE & TRANSMISSION, you cannot leave out of the INTERNAL parts cylinder rings, etc. I'm asking you, provide me a Name and License of Mechanical Technician that anybody this are not part of the internal engine.
If you require to do a tier down, tell me the dealership place I take my car and you can cover the cost. I will pay only 250 dollars for tier down and engine replacement
Sincerely,
***************************Initial Complaint
Date:07/16/2023
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.
After market part was on vehicle when bought. Was sold with warranty. Warranty company has changed story many times it is unknown what caused problem no inspection ofparts. Only listen to engine. No visual of any part inspection was done The representing from warranty ** repeatly changed their story to keep from paying any thing on the claimBusiness Response
Date: 08/02/2023
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
July 31, 2023
Better Business Bureau
**************************************************************************************
Re: *********************-Contract No.: P00026479775
Complaint ID of ********
To Whom It May ******************************* to your recent letter regarding the complaint filed by ************** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of **************** claim and vehicle service contract coverage.
************* reported a claim to FWS on June 20, 2023, regarding an engine concern in his vehicle. At the time he was advised to ask the repair facility to contact us regarding the claim, so that we could obtain a more accurate description of the problem. Later that day, the repair facility contacted us regarding the engine making noise in **************** vehicle. The repair facility was informed that we would need an inspection to identify the problem.
On June 22, 2023, an inspection was performed on the vehicle to determine the cause of the problem. The inspector indicated that there were several modifications, such as: wheels,tires, intake, supercharger, and crankcase vents. The repair technician also demonstrated a lower end knocking noise matching the speed of the engine. The engine oil was overfull with a strong smell of fuel,which was also emanating from the exhaust, when the engine was running. The evidence indicated a failure consistent with a faulty fuel injector or concern that the vehicle was tuned to support the supercharger modifications. The repair facility was advised that the repair would not be eligible for consideration because vehicle modifications are specifically excluded and the fuel injectors are not listed covered components of the contract, under the coverage plan selected by **************. Thus, the claim will remain denied.
Later that month, ************** contacted FWS to dispute the claim decision. At the time, the decision was thoroughly explained to him, along with the terms of the contract.
Please refer to the following sections of the contract:
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 OR THE COVERED PART SINCE THE PURCHASE OF THIS SERVICE CONTRACT, 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);
14. UNDER POWERTRAIN AND GOLD COVERAGES, ANY PART THAT IS NOT SPECIFICALLY LISTED AS COVERED
UNDER THE COVERAGE SELECTED;
Therefore,the claim will remain denied. Since ************** have indicated that he purchased the vehicle with the modifications, he should notify the selling dealership of the issues.
Should you have any questions concerning this matter, please contact me at the telephone number listed above.
Sincerely,/S
**********************************
Sr.ParalegalCustomer Answer
Date: 08/03/2023
**mplaint: 20328988
I am rejecting this response because:After market part was on vehicle when bought. Was sold with warranty. Warranty company has changed story many times it is unknown what caused problem no inspection ofparts. Only listen to engine. No visual of any part inspection was done The representing from warranty ** repeatly changed their story to keep from paying any thing on the claim
Sincerely,
*********************Initial Complaint
Date:06/20/2023
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.
Complaint: 20212340
I am rejecting this response because:
Sincerely,
*********************** I am rejecting the response because the warranty department said it was tampered with when we did not we only got scheduled oil changes for the car so we do not accept that answer we still want refund from the warranty since they told us when we purchased the car it was from bumper to bumper service. It was a 4 year warranty we have not had it for four years that was a waste of money. Give us our money back that is not fair to treat a customer like that we purchased the ********************** because we thought it would cover issues under the hood the engine ought it should'nt the bumper to bumper warranty cover the engine issue we paid $2000.00 for the warranty and for it not to cover the crankshaft pulley, and serpintine belt and harmonic balancer.we are not machanics that is the reason we spent the extra money on the warranty. we feel like we are owed our full refund for the repairs $1170.77 that we put on a credit card. please call the auto repair center ************. there address is ************************* llc. **************************************** *********, ** *****. the auto center tried extremely hard to get the car repaired through the warranty they said they do not understand why the warranty did not cover the issue. Please help us we do not have money to give away when we purchased the warranty to cover the car issues. Please help us we need our money back. we are hoping that you can help us resolve this issue the only thing we want is our money we paid to fix the car. the warranty was $2000 when we purchased the car, help us get money.Business Response
Date: 07/03/2023
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
July 3, 2023
Better Business Bureau
**************************************************************************************
RE: ***********************-Contract No.: 37617503
Complaint No. 20212340
To Whom It May ******************************* to your recent letter regarding the recent claim filed by **************** with Fidelity Warranty Services,Inc. (FWS). I have carefully reviewed the details of Ms. ******* claim and ******* service contract coverage.
**************** first reported a claim to FWS on May 9, 2023, regarding needing a crankshaft seal on the engine in their *******. At the time, **************** was advised that engine seals and gaskets are listed covered components, but we would need the repair facility to diagnose the issue before we could authorize the claim.
On May 10, 2023, **************** again contacted FWS regarding an issue with a failed crankshaft pulley and the engine belts were all twisted up. **************** was instructed to ask the repair facility to contact us regarding the problem. Later that day, the repair facility contacted us regarding Ms. ******* ******* having oil all over the engine. The service advisor advised that the harmonic balancer pulley was damaged and needed to be replaced. On May 10, 2023, FWS dispatched the first inspection by asking the repair facility to take pictures of the ******* utilizing the True Pic app. The inspection confirmed that the harmonic balancer pulley was completely off the engine, and there was also an oil leak. Additionally, the bolt which normally holds the harmonic balancer to the crankshaft was also missing. The repair facility indicated that this was the condition of the engine when it was received. On May 11, 2023, FWS was notified by the repair facility that they located the missing bolt from the engine on the passenger floorboard.
A second inspection was performed on Ms.******* ******* on May 12, 2023. The inspector indicated that the drive belt shredded into the pulleys. The inspector also confirmed that the crankshaft pulley was off the engine, and the bolt which holds the pulley to the crankshaft was missing from the engine. This allowed the crankshaft pulley to fall off and the belt to wrap around the remaining components. The inspector also noted that the crankshaft (harmonic balancer) pulley appeared to have been removed once before, and the lock thread was never used nor tightened. On May 15, 2023, the claim was denied because the failed parts are not covered under the terms and conditions of Ms. ******* contract.
Please refer to the section of the contract titled Exclusions From Coverage, which states:
************ contract will not pay or reimburse you for:
1. Any loss, damage or expense caused by accidents, any alteration to the ******* or the part, use of oversized or undersized tires or wheels, alteration to the ******* not authorized by its manufacturer, the failure of any part not covered by this service contract, or accidental loss:14. Under Powertrain, Silver, Gold and Gold Plus coverages, any part that is not specifically listed as covered under the coverage selected:
Thus, the claim will remain denied. Should you have any questions you may contact me at the telephone number listed above.
Sincerely,/S
**********************************
Sr. ParalegalBusiness Response
Date: 07/17/2023
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
July 17, 2023
Better Business Bureau
*************************************************************************************
RE: ***********************-Contract No.: 37617503
Complaint No. 20212340
To Whom It May ******************************* to the complaint filed by **************** regarding her request to cancel the above-referenced contract with Fidelity Warranty Services, Inc. (FWS).
Pursuant to the cancellation process, the dealership or FWS is responsible for forwarding the funds directly to the lienholder if applicable. If the lien has been satisfied or there is no lien, they would then return the funds directly to the contract holder.
FWS is willing to assist you with the cancellation of your contract. For us to process the cancellation, please forward us (i) the mileage currently on the vehicle and (ii) a statement from your lienholder indicating that no credit was ever received from the dealership. Also attached, please find a cancellation form which will need to be completed to process the cancellation. Once this information is received, we will process the cancellation effective on the date in which the cancellation request was originally made and issue the refund to the lienholder pursuant to terms of the contract. If the lien has been satisfied or there is no lien, the refund will be issued directly to *****************
Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,/NB
*********************************
Sr. ParalegalInitial Complaint
Date:05/25/2023
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.
Complaint: 20105663
I am rejecting this response because:I have not gotten a response from the business and I dont want my claim to be closed. It has also been over two weeks since I resubmitted my request for a refund and I still have no information from the company on when I can expect a refund.
Sincerely,
day, they informed me that the clock essentially reset and I would have to wait another 2-4 weeks for my request to be handled. This makes absolutely no sense and absolutely is an issue on their end. I replied to the same email chain as my initial request, and got a response so they definitely received the initial request. I keep confirming with various agents on their end that the refund amount is calculated based off of the date on the cancellation request form (4/24/23) and not the date that they actually process the request. I am told that they do go by the form's date for calculating the amount but based off their seemingly shady business practices I am asking the BBB to step in to assist me with reaching a resolution.
*********************Business Response
Date: 06/06/2023
Fidelity Warranty Services, Inc. (FWS) has received your letter regarding the above referenced matter.
I am 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,
*********************************
Sr. ParalegalCustomer Answer
Date: 06/21/2023
Complaint: 20105663
I am rejecting this response because:
I would like the company to provide proof of the refund being processed, given that I still have not received it on my end.
Sincerely,
*********************Business Response
Date: 06/15/2023
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 15, 2023
Better Business Bureau
*************************************************************************************
RE: *********************-Contract No. P00021970750
Complaint ID: ********
To Whom It May ******************************* to your letter regarding the complaint filed by ****************, regarding the cancellation of his contract with Fidelity Warranty Services, Inc. (FWS).
We apologize for any difficulty you had in canceling your contract. Upon receipt of your complaint, FWS processed the cancellation of Mr. ******* contract, with an effective date of April 24, 2023. Pursuant to the provisions of your contract, a refund check in the amount of $2,007.00 will be forwarded to IC Federal ************ in the upcoming days.
We trust that this matter will be resolved to Mr. ******* satisfaction as FWS values him as a customer. Should **************** have any questions, he should feel free to contact me at the telephone number listed above.
Sincerely,/S
**********************************
Sr. ParalegalInitial Complaint
Date:05/25/2023
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.
On Tuesday 5/23/2023 I called Fidelity Warranty Services **** To discuss my coverage & cancel since our dealership is unethical. I was connected to a gentleman who told me after giving my contract number that "there was no policy on file for that number" . I am physically reading this off the original copy of my sales contract. After giving him my VIN he pulled up my 3 different warranty policies. He then proceeded to tell me that it's common for my paper work and contract number not to match what's on file. (Violation #1). I didn't sign any paper work with the new contract number nor do I know what was on this "other" contract number paperwork. He then tells me get a pen he has the numbers for all my policies and they also do not match my contract numbers. (Violation of contract #2)I am ready to cancel. He tells me not to cancel, that I will be reimbursed for my recent visit of oil change and service, "Please hold I'll transfer you".I am then transferred to a ***************************** in the reimbursement department. After a short chat she send me a "HELLO" email and we hang up to start my process. I then send her a copy of my receipt of my recent maintenance. The maintenance plan sold to us by the dealership ***************** ******** Maintenance plan Service interval **** miles 7 years ****** miles plus e+7 coverage cost at time of signing $1353. At time of purchase we were told this would cover fluids rotations all "NON COMMON" wear and tear issues. This is also listed on the website for Fidelity Warranty Services when looking at their ******** Maintenance plan. I was told by ***************** that she wanted to inform me my policy would only reimburse $44 for a tire rotation and my Oil changes WERE NOT covered. LOL What kind car care maintenance plan is that? When I questioned this and asked for a full disclosure on what WAS covered for this "******** Maintenance Plan" she ghosted. I can provide the emails as well. It has now been 48 hours with ZERO response from Fidelity.Business Response
Date: 06/06/2023
Fidelity Warranty Services, Inc. (FWS) has received your letter regarding the above referenced matter.
I am 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,
*********************************
Sr. ParalegalBusiness Response
Date: 06/16/2023
see attachmentsInitial Complaint
Date:05/24/2023
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.
Complaint: 20101968
BBB,Hello.Before I accept this Offer from Fidelity Warranty Services **** I want to get it in writing..I spent over 2 weeks of my time, dealing with FWS **************** in order to resolve the current problem that I am having with the Warranty that I purchased back on July 28, 2018, and they were less than Helpful!!!
Frankly speaking, I simply do not trust Fidelity Warranty Services **** to keep their word.nor honor any other Warranty Repair Claims (that *** come up), during the remaining period of time that the Warranty runs through July 28, 2026.
Please advise
immediately reached out to Fidelity Warranty Services on 3 different occasions, only to be told that their Warranty Starts from the First Date of Inservice which based on their records, was January 2015. When I told them that this information was incorrect and that I was the second owner; having purchased it back on July 28, 2018, they basically told me "too bad: how sad." Please Note: My vehicle currently has ****** miles on the Odometer. Any Help that Your Office Could Provide Me, In Order To Resolve This Matter, I Sure Would Appreciate It.Thank You,E ********************* Please Note: My Complaint is Not With ***************** Nor ***************, They Have Both Been Great In Helping Me ResolveThis Matter! My Complaint Is With Fidelity Warranty Services in ***************, *******.
Sincerely,
E *********************Business Response
Date: 06/16/2023
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 16, 2023
Better Business Bureau
**************************************************************************************
Re: E *********************-Contract No. P00008048267
Your Case No. 20101968
To Whom It May ******************************* to your recent letter regarding the complaint filed by ************** against Fidelity Warranty Services,Inc. (FWS) regarding the terms of his contract. I have carefully reviewed the details of his claim and contract coverage and the terms, conditions and limitations as set forth in the contract.
According to the information in our system, ************** purchased a service contract from FWS on July 28, 2018, for a term of 8 years from the original in-service date, which was registered as May 30, 2015.
Please see the Service Contract Period section of the Service Contract, 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 Manufacturers ******************* 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 Manufacturer ******************* Date or the incorrect Manufacturer ******************* Date is entered on this Service Contract, WE will use January 1 of YOUR vehicles model year to calculate TERM expiration.
Thus, the contract was due to expire on May 30, 2023. A claim was reported to FWS on May 12, 2023, regarding **************** vehicle. According to our records, at the time of the claim, his contract was expired by time, and the claim was denied.
However, upon receipt of this complaint regarding the terms of **************** contract, FWS performed a thorough review. After careful review, and because there was confusion as to the term of the contract purchased, FWS agreed to change the commencement date to July 28, 2018, and the expiration date to July 28, 2026.
After the correction of the expiration date, FWS contacted the repair facility who performed the thermostat repair. At that time, we were informed that **************** vehicle was under a warranty extension from Audi. Thus, the thermostat repair was performed at no charge to the customer. If ************** had any other repairs performed, he should forward the repair orders to the undersigned for review. He may forward them via facsimile at **************. Those repair orders will be processed, pursuant to the terms and conditions of **************** contract.
However, if ************** is still interested in a pro-rated refund, he should submit i) a copy of the contract indicating how much was paid for the contract; (ii) the mileage currently on the vehicle,and (iii) a statement from your lienholder indicating that no credit was ever received from the dealership. Also attached, please find a cancellation form which will need to be completed to process the cancellation. Once this information is obtained, we will process the cancellation effective on the date in which the cancellation request was originally made and issue the refund to the lienholder pursuant to the terms of the contract. If the lien has been satisfied or there is no lien, the refund will be issued directly to **************.
Should you have any questions, please contact me at the telephone number listed above.
Sincerely,/S
**********************************
Sr.Paralegal
AttachmentInitial Complaint
Date:05/21/2023
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.
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 have received my reimbursement in full. Thank you so much for the immediate attention.
Sincerely,
*************************have the funds to pay for the service. That is very unprofessional. I paid the $133.07 for the service. On March 30 2023 I contacted Fidelity Warranty filed a reimbursement claim with *******************. As instructed I emailed ****** the Service Invoice showing what services rendered showing amount due. Receipt showing paid in full was also emailed to *******************. His email address *************************************** ****** stated it would take 10 days to process the claim and receive check. I contacted ******************* on April 10 2023 by phone no response, I sent an email requesting an update. ****** stated he needed the payment receipt. I emailed the receipt a 2nd time. ****** stated he received the payment receipt and would finish the claim today which was April 10 2023. I contacted Fidelity again spoke with ************************************** Claims Analyst for Fidelity on 3 separate calls. April 26 2023, May 11 2023 and May 16 2023. He did not see any receipts from me. I emailed both to him. I have called and emailed him for updates. Nothing as of todayBusiness Response
Date: 06/08/2023
.
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 8, 2023
Better Business Bureau
**************************************************************************************
RE: *************************-Contract No:P00023881688
Complaint ID: ********
To Whom It May ******************************* to your recent letter regarding the claim filed by **************** with Fidelity Warranty Services, Inc.(FWS). I have carefully reviewed the details of her claim and **************** Plan contract coverage.
On March 27, 2023, **************** first contacted FWS regarding her maintenance claim. At the time, FWS requested that **************** e-mail the repair order and proof of payment so that we may process the claim.Upon receipt of the documents, an issue was discovered. Finally, in early May,FWS was able to obtain clearer documents. Therefore, on May 18, 2023, the check was requested and mailed to ****************. The check was cleared on May 31, 2023,and on June 5, 2023, **************** was able to confirm that she received and cashed the check.
We trust that this matter was resolved to Ms.******* satisfaction as FWS values her as a customer. Should you have any questions, please contact me at the telephone number listed above.
Sincerely,/S
*******************************
Sr.ParalegalInitial Complaint
Date:05/13/2023
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 vehicle from ******************************** in *********, ** and the warranty with JM@A in April of 2022. The vehicle was totaled on 2/27/23 and I contacted ****************************************** to cancel the extended warranty. I signed the contract cancellation form and was told that it was received and processed on 3/28/23 and that it could take 4-6 weeks. 5 weeks later I reached out to **** again to inquire about refund status and was told it was okay and should be soon. One week later I contacted ****** directly and spoke with several agents that stated they never received cancellation form. I have attached an email from **** stating they did send it and that it was never cancelled by ******. I received a call from ***** at JM@A stating they just received it and it will be another 4-6 weeks. We are at 7 weeks waiting for this refund in order to purchase our daughter another car before she leaves for college in August as her car was the one totaled. Every time I call JM@A I am given a different response. I am not confident at all that our warranty has been cancelled and processed as promised.Business Response
Date: 05/30/2023
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 30, 2023
Better Business Bureau
*************************************************************************************
RE: *******************-Contract Nos. P00022141735,P00022141741, P00022141748
Complaint ID: ********
To Whom It May ******************************* to your letter regarding **************** request to cancel the above referenced contracts with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of her request for cancellation of the contracts.
Our records indicate that **************** contracts were canceled on May 3, 2023, with an effective date of February 27,2023. The refunds were issued to GTE Financial on May 5, 2023. The following is the information regarding the cancellation of her contracts.
Contract No. Products Cancellation Date Effective Date Refund Amount
P00022141735 Service Contract 5/3/2023 2/27/2023 $1,718.48
P00022141741 Maintenance Contract 5/3/2023 2/27/2023 $997.79
P00022141748 Road Hazard Tire Contract 5/3/2023 2/27/2023 $704.48
We trust that this matter was resolved to **************** 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
*********************************
Sr. ParalegalInitial Complaint
Date:05/12/2023
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.
Complaint: 20051632
I am rejecting this response because: this was not the reason I was given when I called them. I was told something else they had time to change the reason they are misleading you and me with this answer. I was told the claim was rejected because I had Discount Tire install the new tires without an ok from them first. They are a big company so they can say anything they want to and get away with with it. I knew that when I filed this complaint that I was not going to win because they are a big company and I am a little person. They want to keep my money and the sad thing about it is that they will get to keep it because I have no one to help me get my money back. This company in my option is nothing but a rip off company. We the little people have no way to get our money back from a dishonest company like this.
Sincerely,
******* *****e fault of the Fidelity inspector that he did not show up on the 17 to look at my tires. I sent a letter to the Fidelity company and got no response. Seems like they want to keep my money which is not right. The correct outcome would be for me to get my money back in full.Business Response
Date: 05/23/2023
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 23, 2023
Better Business Bureau
**************************************************************************************
RE: ******* ***** and ***********************-Contract No.P00013131290
Complaint ID: ********
To Whom It May ******************************* to your recent letter regarding the tire claim filed by Mr. and ************** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. and Ms.****** claim and the Road Hazard Tire and Wheel Coverage contract.
On ***** 13, 2023, ************** contacted FWS regarding an issue with the tires in his vehicle. At the time, it was reported that ************** hit some nails or something on the road and all 4 tires are flat. On ***** 15, 2023, the repair facility contacted ** to start the claim and requested the replacement of all four tires.
An inspection was scheduled for ***** 18,2023, to inspect the damaged tires. However, prior to the inspection, ************** contacted FWS and explained that he had the tires replaced. Later that day, an inspection was performed on the tires which were replaced. The repair facility indicated that although ************** indicated that the accident occurred while driving on the highway, the vehicle was towed from Mr. ****** residence. The inspector indicated that all four tires had cuts on the sidewalls consistent with vandalism and no other issues were demonstrated. The claim was denied because no prior authorization was obtained from FWS prior to having the tires replaced. Please refer to these sections of the contract:
Your Responsibilities: 1.) Obtain prior authorization from FWS before undergoing any repairs or replacements under this service contract. Call ************** during normal business hours for instructions and authorization; 2.) Maintain proper tire inflation as recommended by the Manufacturers specifications for your driving and load conditions; and 3.) Have your tires rotated, balanced, and inspected for wear regularly to maximize tread life and help maintain safe operation of your vehicle. Failure to comply with the responsibilities listed within may result in the denial of your claim. If you have questions which cannot be answered by your selling dealer, please contact FWS.
Prior Authorization/How to Make a Claim: When coverage under this Service Contract is required, YOU should return YOUR vehicle to the Selling Dealer. If YOU cannot return YOUR vehicle to the Selling Dealer, YOU must telephone FWS during normal business hours at ************** to receive instructions and prior authorization. In the event of an emergency situation that occurs and FWS cannot be reached, YOU may proceed, but payment will be in accordance with the other provisions of this Service Contract. Submit all invoices and receipts pertaining to the claim along with a copy of this Service Contract to: FWS, P.O. Box ****,***************, ** 33443. If YOU do not follow FWS instructions, WE are not obligated to reimburse YOU. FWS reserves the right to inspect any tire, wheel and/or vehicle before authorization.
Additionally,damage resulting from vandalism is specifically excluded:
Exclusions From *************** ************ contract will not pay or reimburse you for:
1. Cosmetically damaged tires, damage to tires or wheels, incurred while driving off-road or due to a collision with another vehicle;
2. Cosmetically damaged wheels (unless premium coverage on the front of this service contract was selected);
3. Tire or wheel damage not resulting from a road hazard, such as a collision with a curb, parking block/stone or another vehicle;
4. Tire or wheel damage caused by accidents, collision, upset damage, theft, larceny, malicious mischief, vandalism, civil commotion, riots, wars;
Therefore,the claim will remain denied.
Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,/S
**********************************
Sr.ParalegalBusiness Response
Date: 06/02/2023
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
June 2, 2023
Better Business Bureau
**************************************************************************************
RE: ******* ***** and ***********************-Contract No.P00013131290
Complaint ID: ********
To Whom It May Concern:
Fidelity Warranty Services, Inc. (FWS) received the follow-up letter regarding the above referenced matter.
I am 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
**********************************
Sr. ParalegalBusiness Response
Date: 06/05/2023
see attachment
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