Complaints

This profile includes complaints for Fidelity Warranty Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Fidelity Warranty Services, Inc.

  350 Jim Moran Blvd Deerfield Beach, FL 33442-1700

  
• 

  Fidelity Warranty Services, Inc.

  PO Box 8567 Deerfield Beach, FL 33443

  

The 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:03/25/2023

  Type:Service or Repair Issues
  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 6/9/20 I bought a 2018 ***** Colorado from *************** *********, financed thru TD Auto Finance (TDAF), & a ************************** Contract (****), paying it off in a few months. The truck was sold in 10/22. In 12/22 I called Fidelity Warranty ******** (FWSC) about refund for the ***** FWSC told me to call the ******* ******* submit the paperwork & then Id get a refund for $1203.31. I spoke w/ & emailed ************ at *************** ********* with no response. In early 1/23, I called *************** ********* back & told to call ******************************* in accounting at *************** ***************. I called her 1/4/23, ***** needed the bill of sale which I emailed same day. I didnt receive response so I resent email to ******* 1/17/23. She emailed that she received the document & cancelled the **** from ********* get a check in mid 2/23. On 2/21/23 I emailed ******* as I hadnt received the check. On 2/28/23, ******* emailed ******** needed paid in full letter from TDAF. TDAF faxed her letter 3/1/23. On 3/6/23, ******* called stating the check was processed on 2/2/23 but she didnt send the pay off letter to FWSC so pymt was sent to ******** had to call them to get my $. I called TDAF on 3/6/23, explained the situation, & was told they didn't receive the $. I called FWSC & was told it was sent electronically. On 3/8/23 I called TDAF & was told again they didnt receive ******** needed to send proof of pymt. I called FWSC the same **** ****** sent me banking info regarding the electronic pymt sent to TDAF. On 3/8/23, I sent TDAF an email thru their secure server w/ banking info for the electronic pymt. I never received an email back 3/8/23, so 3/9/23, I called TDAF & asked to speak to someone who works with secure emails. I was transferred to a supervisor who said my email was recvd but they didnt receive the pymt. I asked if anyone reviewed the info I ***** ***** insisted the pymt wasnt received & told me to call FWSC & have them send me the $. I contacted FWSC 3/9/23 & was told they wont send me the money because it was already sent to TDAF. I filed a complaint against ************ response was that they don't accept electronic pymts & show no record of receiving pymt from FWSC. Im now filing this complaint requesting help to get $1203.31 that is due me. The **** & the response from TDAF complaint are attached.

  

  Business Response

  Date: 04/05/2023

  WRITER'S DIRECT LINE:       ************
  WRITER'S DIRECT FAX:         ************
  
  April 5, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      ********************************
              Contract No. P00014578640
              Complaint ID. ********
  
  To Whom It May ******************************* to your letter regarding the complaint filed by ************** regarding the cancellation of her contract with Fidelity Warranty Services, Inc. (FWS).
  
  We apologize for any difficulty ************** experienced in canceling her contract. According to the information in our system, *************** contract was originally cancelled on October 24, 2022, with an effective date of February 2, 2023, and the refund was issued to ******** However,upon receipt of **************** complaint, FWS contacted ******* regarding the cancellation and issued a stop payment on the check. On March 30, 2023, the dealership issued a cancellation check to **************, in the amount of $1,203.31.
  
  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. Paralegal
  
  

  
  

  Customer Answer

  Date: 04/12/2023

   
  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:03/22/2023

  Type:Service or Repair Issues
  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 purchased a car ***** CX5 on 12/31/2022 paid in full (STK #TK1665747) from ************ In ********************, Los Angeles. I also purchased Fidelity Warranty (contract #A07720018800) from ****************** for $1800. After I had a chance to research Fidelity Warranty and read some complaints, I decided to cancel the contract. I called Fidelity Warranty and asked to cancel the warranty, and I was advised to cancel via the dealer. I called ************ several times and asked to speak to the finance director (the one did the transaction for my purchase). I wasn't able to reach him, as I was given the run around to different phone extensions, and only able to leave messages; however i never received any replies back from them. On 2/21/2023 I sent a certified letter to ************ finance director requesting a cancellation of the warranty. I also followed up with an email to him on 2/22/23. No response. On 3/15/23 I called Fidelity Warranty and submitted a cancellation request. on 3/22/23 I received an email from Fidelity that my cancellation was incomplete, they need a copy of full letter from the lender, and asking the dealer to submit the cancellation via dealer source. I am expecting a fulll refund of $1800, per contract agreement page 7 of 8/Cancellation-**************** amendments.

  

  Business Response

  Date: 04/03/2023

  WRITER'S DIRECT LINE:       ************
  WRITER'S DIRECT FAX:         ************
  
  April 3, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      ***************************
              Contract No. P00024950190
              Complaint ID No. ********
  
  To Whom It May ******************************* to your letter regarding the complaint filed by **************** regarding the cancellation of her service contract with Fidelity Warranty Services, Inc. (FWS).
  
  We apologize for any difficulty **************** had in canceling her contract. Upon receipt of your letter, FWS processed Ms.******* cancellation on March 23, 2023, with an effective date of February 21,2023. Pursuant to the provisions of Ms. ******* contract, a refund check in the amount of $1,800.00 was forwarded to her on March 27, 2023.
  
  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
  
  **********************************
  Sr. Paralegal
  
  

  
  

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19637851
  
  I am rejecting this response because:

  As of today, April 4, 2023, I haven't received the refund of $1800. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  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 Wednesday March 15, 2023, my wife and I were packed to do a pleasure trip and discovered that our car, a 2016 ****** Avalon would not start. It appeared that the battery was low. I called a neighbor to give me a jump start to start the vehicle. Once we got the vehicle started, we noticed that the check engine light plus the master warning light came on and stayed on. So, we delayed the trip and drove straight to *******************, at ***************************************************************. They did a diagnostic and discovered that the "Crankcase Pressure Sensor" was the problem and had to be replaced. It took ****** a day to get the part and they tried to contact Fidelity Warranty Services, Inc., but was unable to reach them. I called them on Friday 3/17/23 and after speaking to three (3) customer service representatives (of which the 1st hung up on me!) said the repairs WOULD be covered and have the ****** tech to call them with the details. However, when ****** contacted them with the information, they denied the claim because they were not notified beforehand. The cost of the repairs initially was $1,292.56 for parts, labor and diagnostics. After Fidelity denied the claim, ****** reduced the amount of the repairs by the warranty deductible amount of $300. The total bill was now $992.15 that I had to pay out of pocket. My Fidelity customer number is ****** and the contract number is ***********. I expected the extended warranty to cover this repair.

  

  Business Response

  Date: 03/31/2023

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  March 31, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      ***********************-Contract No. P00016415605
              Complaint ID No. ********   
  
  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 Mr. ******* claim and vehicle service contract coverage.
  
  **************** first reported a claim to FWS on March 17,2023, regarding an issue with the crank sensor in his vehicle. At the time, FWS requested that **************** inform the repair facility to contact us regarding this matter. The repair facility contacted FWS the same day and advised that the repairs on Mr. ******* vehicle were complete. FWS denied the claim because *************** failed to obtain prior authorization from FWS prior to the completion of the repair.
  
  Please refer to the section of Mr. ******* contract,What ************ Contract Does Not Cover which states:
  
           We will not pay for or cover the following:
  
  28.   Repairs performed without the Administrators prior authorization.
  
  However, upon receipt of your correspondence, FWS re-evaluated this matter and has agreed to cover Mr. ******* claim. Please be advised that FWS is not setting precedence with the approval of this one claim only and any future claims are subject to the terms, conditions and exclusions of Mr. ******* contract.
  
  We are requesting that **************** forward to FWS the repair order regarding these repairs and the proof of payment for processing. Once FWS receives the requested the documents, we will process the claim pursuant to the terms and conditions of Mr. ******* contract.
  
  We trust that this matter will be resolved to Mr. ******* satisfaction as FWS values him as a customer. Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,

  /S
  
  *******************************
  Sr. Paralegal

  

  Business Response

  Date: 03/31/2023

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  March 31, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      ***********************-Contract No. P00016415605
              Complaint ID No. ********   
  
  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 Mr. ******* claim and vehicle service contract coverage.
  
  **************** first reported a claim to FWS on March 17,2023, regarding an issue with the crank sensor in his vehicle. At the time, FWS requested that **************** inform the repair facility to contact us regarding this matter. The repair facility contacted FWS the same day and advised that the repairs on Mr. ******* vehicle were complete. FWS denied the claim because *************** failed to obtain prior authorization from FWS prior to the completion of the repair.
  
  Please refer to the section of Mr. ******* contract,What ************ Contract Does Not Cover which states:
  
           We will not pay for or cover the following:
  
  28.   Repairs performed without the Administrators prior authorization.
  
  However, upon receipt of your correspondence, FWS re-evaluated this matter and has agreed to cover Mr. ******* claim. Please be advised that FWS is not setting precedence with the approval of this one claim only and any future claims are subject to the terms, conditions and exclusions of Mr. ******* contract.
  
  We are requesting that **************** forward to FWS the repair order regarding these repairs and the proof of payment for processing. Once FWS receives the requested the documents, we will process the claim pursuant to the terms and conditions of Mr. ******* contract.
  
  We trust that this matter will be resolved to Mr. ******* satisfaction as FWS values him as a customer. Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,

  /S
  
  *******************************
  Sr. Paralegal

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  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.

  With purchase of my vehicle initially I also obtained an extended warranty through Fidelity; 3 year/36,000mile with 2nd highest coverage plan. My policy expired in mileage by ***** miles- which led me to purchase another contract with the highest coverage plan on 3/7/2023. My vehicle was being serviced for an oil change and spark plug /coil exchange (which is covered by my **** dealer as that was something previous changed out and parts still covered); which was March 8. At the time my vehicle was brought it, it was also found that **** had some concerns regarding deeper engine issues. To my knowledge **** had made contact with Fidelity and they were aware of the concerns. Fidelity initially told the **** service department that the cylinder head would not be covered because they submitted the claim on 2/8/2023, which is false and in accurate. Myself and ****s service team have spoken with Fidelity multiple times and been told multiple times that my claim is being denied as pre-existing which is also false and inaccurate. The current concern has never been diagnosed on my vehicle before nor has the current concern been worked on at any point while I have owned this vehicle or been known to be an issue. My warranty contract does not state a time frame limit to when claims can be submitted after the purchase of said contract. I am told today that a supervisor will contact me today once my claim is reviewed. Currently my vehicle sits in a **** service bay awaiting determination on whether my vehicle claim will be honored or not. I would like to see my purchased warranty work be covered. Thank you for your time!

  

  Business Response

  Date: 03/31/2023

  
  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  March 31, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      *********************-Contract No.P00025575882
              Complaint ID No. ********
  
  To Whom It May ******************************* to your letter regarding the recent claim filed by **************** with Fidelity Warranty Services, Inc.(FWS). I have carefully reviewed the details of Ms. ******* claim and vehicle service contract coverage.
  
  ********* to the information in our system, **************** purchased a service contract (Contract No. P00025575882) on March 7, 2023, while the vehicle had ******* miles and was due to expire on March 7, ****, or when the vehicle reaches ******* miles. **************** had a previous service contract (Contract No. P00017932344) which she purchased on April 16, 2021, and it expired when the vehicle reached ******* miles.
  
  On March 15, 2023, Ms. ******* claim was reported to FWS under (Contract No. P00025575882) regarding the cylinder head in Ms. ******* vehicle needing to be replaced to address the check engine light concern. At the time, the repair facility indicated that the cylinder head of the engine needed to be replaced. The repair facility indicated that the vehicle had ******* miles and repair order No. ****** dated February 8,2023.
  
  Upon review of Ms. ******* claim, it was discovered that she previously had another service contract (Contract No.P00017932344) which expired at ******* miles. ********* to the information in our system, the current claim was previously reported to FWS under contract number P00017932344, under repair order number ****** dated February 8, 2023,regarding the check engine light in Ms. ******* vehicle. At the time, the repair facility indicated that they wanted to replace the cylinder number four ignition coil due to a misfiring issue. The claim for the ignition coil was denied because the contract expired at ******* miles, and at the time of the claim the vehicle had ******* miles.
  
  The claim regarding Ms. ******* vehicle was first reported to FWS under contract number P00017932344 regarding the replacement of cylinder number four ignition coil. The repair facility indicated that the ignition coil replacement did not correct the problem.However, they soon discovered that one of the valves in the cylinder head was the actual cause of the misfire. Therefore, they wanted to replace the cylinder head. The current claim that was being reported for **************** under contract number P00025575882 was part of the same claim under contract number P00017932344 (under the same repair order number, VIN number and mileage).Since the check engine light and misfiring issue was clearly demonstrated to have existed prior to the purchase of the new contract, the claim was denied because of the pre-existing condition, which is specifically excluded under the terms of Ms. ******* new contract (P00025575882).
  
  Please refer to the section of the contract titled, Exclusions From Coverage, which states:
  
                      This Service Contract Will Not Pay Or Reimburse You For:
  
  21. Any breakdown cause by a condition reasonably determined to have existed prior to the service contract purchase date (Pre-Existing);
  
  Should you have any additional questions,you may contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  **********************************
  Sr. Paralegal
  
  
  

  
  

  Customer Answer

  Date: 04/05/2023

  
  
  
  
  
  
  
  
  
  
  Complaint: 19624261
  
  I am rejecting this response because: 
  Again, the information provided by Fidelity in their response is unacceptable to the true nature of my vehicle claim and concerns. 
  Please see attached for the information I was able to obtain from the **** dealership at this time. My claim has not been closed, and my vehicle still sits in a **** bay at this time. The paperwork that they were able to provide me shoes the date the claim was originated and brought into the dealership, which was March the 8th 2023, and in fact NOT February the 8. When my claim was initiated I cannot speak to Fidelity and their customer service agent that *** or *** not have filed my claim under my old warranty policy or not as I was not the one making those calls, the **** dealership was. In speaking with ****s service department, they state that my vehicle *** number was given to Fidelity and that my old policy did in fact pull up and show it was no longer valid. At that time I received a phone call from **** stating this information to which then the current and active policy information was emailed to the service department at **** if needed. When **** called Fidelity back to provide this information, Fidelity again asked for the *** and stated that they in fact did see the correct and active policy on file. All of this correspondence was conducted the same day. 
  The initial coil issue was found on March the 15 as the Fidelity response states; which mind you was after the purchase of my new contract. The mileage on the vehicle at the time of my claim was *******- which was AFTER the purchase of the new policy when the vehicle had ******* miles on it. With that, the attached document from **** also shows the repair order number as Fidelity also mentions in their response; the SAME order number Fidelity states was from a claim submitted in February the 8 2023, this is false. The repair number (******) is correct, however the claim date that Im assuming a fidelity customer service representative put into my file is incorrect as the document will show on said document as March the 8 2023. 
  Like I said in my original complaint, this concern was not known nor was there a check engine light signaling on my vehicle on February the 8th. 
  To clarify. My vehicle was brought into **** on March the 8 2023. My vehicles warrant was purchased on March 7 when the vehicle had ******* miles and my vehicle was taken to **** March 8 with ******* miles and the claim was filed March the 15 2023 to FWS for the check engine light cylinder number 4 ignition coil due to misfiring concern. Within a matter of 2 days it was found that ****s Service/Repair department determined that the cylinder head of the engine needs to be replaced. Fidelity is claiming that the vehicle was initially brought in on February the 8 for the initial concern, which is false and misinformation. Secondly, I should not be getting rejected in receiving a service I paid for due to an error that a Fidelity employee made by inaccurately reflecting dates in their system when I have the proof to show that it was not accurate. 
  I have yet to hear back from a supervisor as promised weeks ago. I have yet to get anywhere with anyone at Fidelity. My vehicle has been sitting at Fire for over a month. 
  I just want my vehicle back, and I want it back repaired appropriately based on my contract terms. I want to get back to my busy life with my everyday vehicle that I need to transport my kids to school and sports, please! This was not a prior or pre-existing issue. The fact of the matter is that the dates are inaccurately reflected in the Fidelity system and I should not be paying the price for that. 
  
  ps- there were never 2 claims. There was one claim opened only, on March 8 2023.

  Sincerely,
  
  *********************
  

  

  Business Response

  Date: 04/12/2023

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  April 12, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      *********************-Contract No.P00025575882
              Complaint ID No. ********
  
  To Whom It May ******************************* to your recent letter regarding the rebuttal filed by **************** with Fidelity Warranty Services,Inc., (FWS). I have carefully reviewed the details of Mr. ******* claim and vehicle service contract coverage.
  
  Upon receipt of the rebuttal, FWS reviewed Mr. ******* claim once again. After careful review, FWS approved the replacement of the cylinder head in Mr. ******* vehicle as well as nine days of rental, for a total of $5,857.88. Please note that FWS only paid for nine days of rental, since the repair facility indicated they would be taking care of the remaining rental.
  
  We trust that this matter has now been 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
  
  **********************************
  Sr. Paralegal
  
  
  

• Initial Complaint

  Date:03/15/2023

  Type:Delivery Issues
  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.

  Sent Direct Cancellation Form via email 0n 23 Feb 2023. Acknowledged receipt the same day.Inquired about a status update via email on 13 Mar 2023 - have not received any updates about processing or my refund.

  

  Business Response

  Date: 03/29/2023

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  March 29, 2023
  
  Better Business Bureau
  *************************************************************************************
  
  RE:      *******************
             Contract No. P00025282770
             Complaint ID No. ********
  
  To Whom It May ******************************* to your letter regarding **************** request to cancel the above referenced Contract from Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his request for cancellation of the contract.
  
  Our records indicate that **************** contract was cancelled on March 3, 2023, with an effective date of February 24, 2023. Check number ******** for the full refund amount of $5,500.00 was forwarded to ********* Finance on March 6, 2023, pursuant to the provisions of the contract.
  
  We trust that this matter was resolved to **************** 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
  
  *********************************
  Sr. Paralegal
  
  
  
  

  
  

  Customer Answer

  Date: 03/29/2023

   
  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. But they never communicated to me that they had completed my refund.  I sent multiple emails asking for a status update, with no response.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  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.

  Per my warranty contact, it outlines that I can process a cancellation of my warranty by either going to the original dealership or calling their customer service to have it processed. However I have been having the hardest time being able to cancel this as when contacting them on 03/06/2023, I was advised there is no option to and that I had to go back to the original dealership, I have since relocated to a different state and I am 5.5hrs away. This is a violation of the terms of the contract and if the only way this can be cancelled and prorated refund, I am requesting an increase in the refund to 90% compared to *****% (as advised on the phone) to make up for the hours/mileage/loss of work hours.

  

  Business Response

  Date: 03/07/2023

  
  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  March 7,2023
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      ***********************
              **********************************;           Complaint ID ******** 
  
  To Whom It May ******************************* to your letter regarding Mr. ******** request to cancel the above-referenced contract with Fidelity Warranty Services, Inc. (FWS). We apologize for any issues ****************** encountered while attempting to cancel his contract.
  
  Pursuant to the cancellation process, the dealership or FWS is ultimately 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 ****************** with the cancellation of his contract. For us to process the cancellation, he should forward to us (i) the mileage currently on the vehicle, and (ii) a statement from the 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 feel free to contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  **********************************
  Sr.Paralegal

  
  

  Customer Answer

  Date: 03/15/2023

   
  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.

  Attached is all of the necessary documentation needed to cancel the warranties selected. (Road hazard tire and wheel coverage, mechanical failure service contract, car care service plan). On the provided statement documentation the address shows ***********************************************************, since purchasing the vehicle I have moved to *****************************************************************. If you need any additional information from me, please let know
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  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.

  Warranty service refused to reimburse rental car services as outlined verbally by claims adjuster. Representative *****, *****-walled me , telling me i have no other options or resources to reach out to regarding claim. Told me theyre not responsible. Have been a hassle to deal with since beginning of service for not honoring agreements.

  

  Business Response

  Date: 03/13/2023

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************     
  
  March 13, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      *******************************-Contract No: 52560817
              Complaint ID: ********
  
  To Whom It May ******************************* to your letter regarding the complaint filed by ******************** against Fidelity Warranty Services, Inc.(FWS). I have carefully reviewed the details of his claim and contract coverage.
  
  A claim was reported to FWS on January 4, 2023,regarding Mr. ********* vehicle having the following issues:  inoperative radio concern, noise concern emitting from the timing chain area upon startup, and an illuminated check engine light. Upon diagnosis, the repair facility determined that the radio screen, VVT actuators, timing covers, and an air charge temperature sensor would need to be replaced. An inspection was performed on the vehicle on January 4, 2023, to determine the cause of the problems. The inspector confirmed all the issues in the vehicle and as well as a noise concern emitting from the timing chain area. On January 9, 2023, FWS was advised by the repair facility that the engine would need to be removed to replace the timing covers and camshaft sprockets.
  
  A second inspection was performed on the vehicle on January 18, 2023, after the teardown, to determine the cause of the problem.The second inspection revealed that the passenger bank exhaust cam was cracked in two places, and large pieces came off. There was no sign of abuse, impact or modifications. Thus, FWS authorized the claim on the same day. On January 20,2023, FWS authorized seven days of rental for the inspection delays and an additional seven days of rental for the authorized repairs, which is more than the maximum amount of rental allotted under Mr. ********* contract.
  
  Please refer to the section of Mr. ********* contract entitled, Rental Reimbursement, which ********************** Reimbursement: When a Breakdown renders Your Vehicle inoperable or unsafe to drive and requires Your Vehicle to be held by a Repair Facility overnight for covered repairs, We will pay Your actual expenses to rent a replacement Vehicle from a licensed rental agency not to exceed $40 per day for a maximum of 7 days for any one Breakdown.
  
  Thus, no additional rental will be provided to *******************. Should ******************** have any questions, he may contact me at the telephone number listed above.
  
  Sincerely,

  /S
  
  *******************************
  Sr. Paralegal

  
  

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  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 Platinum Warranty from Fidelity Warranty Service when I purchased my vehicle in June, 2020. This warranty covers the vehicle up to ****** miles. **** less than ****** miles on the vehicle, the transmission has gone out. Fidelity is requesting copies of receipts for all my oil changes since I purchased the vehicle. Like most people, I do not keep these receipts; however, according to the warranty I am only required to give them maintenance receipts for items that are relevant to the claim. Oil changes are not relevant to a transmission failure. At this time, Fidelity is refusing to cover the cost of the repairs until I provide them with the receipts for oil changes.

  

  Business Response

  Date: 03/10/2023

  
  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************     
  
  March 10, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      *************************-Contract No: P00014696990
              Complaint ID: ********
  
  To Whom It May ******************************* to your letter regarding the complaint filed by ****************** with Fidelity Warranty Services, Inc.(FWS). I have carefully reviewed the details of ****************** claim and contract coverage.
  
  ****************** claim was first reported to the repair facility on February 28, 2023, regarding the vehicle jerking upon shifting. The repair facility determined that the problem was due to a transmission failure. The repair facility reported the claim to FWS and advised of their findings. An inspection was performed on the vehicle on March 2, 2023,to determine the cause of the problem. The inspection confirmed the failure to the transmission. Our notes indicate there was a slight miscommunication regarding the claim. However, On March 2, 2023, FWS clarified the miscommunication and authorized the claim in the amount of $5,743.23, less ***************** $100 deductible.
  
  We trust that this matter was resolved to ***************** satisfaction as FWS values him as a customer. Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,

  /S
  
  *******************************
  Sr. Paralegal

  
  

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  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 purchase my 2018 Dodge Ram **** brand new. In the first ****** miles the Power Steering pump malfunctioned and was repaired by the dealership 4 separate occasions. I have had all services recommended completed by the dealership service department when recommended. On 09/19/2022, I dropped off my vehicle to be inspected and repaired for transmission issues. On 09/26/22, I was told the transmission might have to be replaced and the warranty personal have been notified and would be sending an inspector or to approve. On 10/05/2022, I spoke to the warranty company and they said they would approve the repairs. On 10/07/2022, I was notified by the dealership the repairs had not been approved. On 10/17/22 i had to ask for an update. they said the inspector just approved the repairs. On 10/19, i was told they officially just approved and the part was ordered. I was approved for 7 days of a rental car which i picked up on the next day 10/20, they also said part would be in on 11/7. On 10/27, I asked warranty company for extension on rental and never received a reply. 11/7 I asked for an update. 11/8 they stated i was 352 in line. On 1/7/2023, I asked for an update since i had not heard anything since Nov. and my registration was due. They stated 2/20/23 the part would be in. On 02/22/23, I asked for an update, they replied expected date is now 03/08/2023. I was only covered for 7 days on a rental vehicle. Today is 02/23/2023, out of the 157 days (6 months) they have had my vehicle, only 7 days were covered by a rental. I have had to spend around $4,000 on rental vehicles so far just to get to and from work as to not go bankrupt. This is the worst customer experience I have ever had. Complete Lack of communication. I have recreational items my truck is needed for and can't utilize. I honestly dont even want the truck anymore considering everything i have gone through since i purchased it.

  

  Business Response

  Date: 03/10/2023

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  March 10, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      *************************-Contract No.: P00006288271
              Complaint ID: ********
  
  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 Mr. ****** claim and vehicle service contract coverage.
  
  Mr. ****** claim was originally reported to FWS on September 27, 2022, regarding a transmission concern and the check engine light being lit in the vehicle. An inspection was scheduled on September 28, 2022, to determine the cause of the problem. The inspection revealed that the vehicle had oversized tires. The claim was denied because of oversized tires, which is specifically excluded under the terms of the contract.
  
  On October 5, 2022, ************** contacted FWS and the claim was reviewed. After careful review, it was determined that the tires were only 7% larger than the required tires. Thus, on October 10, 2022, the repair facility was advised to obtain teardown authorization from ************** to determine the cause of the problem. A second inspection was performed on the vehicle on October 17, 2022,after the teardown of the vehicle. During the second inspection, the transmission was removed revealing dark fluid and the metal was contaminated with a strong burnt odor. In addition, the pan magnet was coated with metal particles. The inspector determined that the torque convertor failed internally and pushed metal particles though the transmission and damaged the transmission.On October 19, 2022, FWS authorized the claim, the repair time, and seven days of rental for inspection delays.
  
  Upon receipt of Mr. ****** complaint, FWS reviewed the claim and has agreed to authorize an additional three days of rental at $35.00 per day. Thus, ************** would have obtained the maximum rental which is allowed under the terms of his contract.
  
  We trust that this matter will be resolved to Mr. ****** satisfaction as FWS values him as a customer. Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  **********************************
  Sr. Paralegal

  
  

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  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 an extended warranty in 2018 on a 2012 Camry XLE Hybrid that I also bought a the dealership.The cost was $2,129.00 for 6 years or ****** miles. I took the car to ****** Dealer on Feb 2nd because my Check Hybrid System message came on.Fidelity will not cover the cost of a new Hybrid battery, $4,700.00 because there is corrosion. I live a few miles from Gulf of Mexico, there is moisture. I'm stuck paying ****** Dealer $4,150.00 for a new battery installed that should be covered by my warranty. If you call ***************** and speak with the ***************** manager. He spoke with a supervisor at Fidelity warranty.

  

  Business Response

  Date: 02/24/2023

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  February 24, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      ***************************- Contract No. 31181410
              Complaint ID- ********
  
  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 ******************** claim and vehicle service contract coverage.
  
  ******************** claim was first reported to FWS on February 2, 2023, regarding the hybrid warning light being lit in the vehicle.  At the time, the repair facility indicated there was a failure with the hybrid battery and thus needed to be replaced.  An independent inspection was performed on the vehicle on February 6, 2023, to determine the cause and extent of the problem.  The inspection revealed that the check hybrid system light was lit and the vehicle had trouble code P0AA6, indicating a battery voltage system isolation fault.  The repair technician determined that further diagnosis would be required to verify the cause and extent of the failure.
  
  On February 10, 2023, a second inspection was performed on ******************** vehicle after further diagnosis was performed. The second inspection revealed heavy corrosion on the terminals of all the battery cells. The inspector also noted there was evidence of water intrusion.  The inspector determined that the cause of failure was inconclusive since the corrosion could have been due to condensation in the air or cell leakage at the battery terminals.  At the time, the claim was denied due to contamination,environmental damage or chemicals which is specifically excluded under the terms and conditions of ******************** contract.
  
  Please refer to the section of the contract titled, Exclusions of contract, which states:
  
  This service contract will not pay or reimburse you for:
  
  8. ANY MECHANICAL BREAKDOWN CAUSED BY CONTAMINATION,OVERHEATING, LACK OF COOLANT OR LUBRICANTS, LACK OF OIL VISCOSITY, SLUDGE,RESTRICTED OIL FLOW, SALT, RUST AND RUST DAMAGE, ENVIRONMENTAL DAMAGE OR CHEMICALS;
  
  However, upon receipt of your correspondence, FWS re-evaluated ******************** claim and has agreed to cover the replacement of the hybrid battery. FWS contacted the repair facility and authorized $4,051.65 for the claim, less $100.00 deductible.
  
  We trust that this matter was resolved to ******************* satisfaction as FWS values him as a customer.  Should you have any questions, please contact me at the telephone number listed above. 
  
  Sincerely,

  /S
  
  *******************************
  Sr. *********
  
  

  
  

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19403863
  
  I am rejecting this response because:

  It was covered in my $2,120.00 Contract warranty but the claim was denied because the inspector saw corrosion The Camry Hybrid is a 2012 with ****** miles on it. So now this is an additional complaint because the warranty company declined paying for the computer that tells the battery what to do. So now that's another $936.00 not covered. What Does My Gold Plan for $2,120.00 cover?
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/13/2023

  see attachment