Business Profile

Auto Warranty Plans

Fidelity Warranty Services, Inc.

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 Complaint

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:05/20/2025
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.
My engine stopped working. Started the claim about 2 weeks go by nothing. The shop submitted everything and even went into the glovebox to get the maintenance records and send in. Mind you Im paying for a rental out of pocket. The first ****** I talked to at the warranty department was a total waste of time. He talked me like I was nothing basically. The next ****** I talked to we went over the process and read the adjuster notes and stated they wouldnt need anything else my deductible was $250. He said my rental would be reimbursed for the full time since I was in a delay and he didnt understand why. He stated he documented the account and sent the notes to the shop. Now today the shop calls frustrated because they are now requesting an engine breakdown. I called and spoke some jerk who stayed policy and had a lack of customer service skills yet again. I tried to advise I already gave the maintenance records but he refused to hear it. He stayed Well you need to pay the 1800 for them to break the engine down and if we approve the claim itll be reimbursed. I asked for a supervisor because first off dont talk to me like Im slow. After placing me on hold when I asked for a supervisor he came back onto the phone and then hung up in my face. I called the shop back because now they are even questioning the adjuster that was sent out because they stated you are going to need a new engine. This is the 5th one we have seen in a year come in from them. Now yall and ****** are selling these cars with messed up engines on purpose to mess over people. I called back and ended being told a supervisor would call me back in an hr. Its been 3hrs. Its makes no sense that Im paying for something that Im having to jump thru hoops to use.
Business Response
Date: 06/03/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

June 3, 2025

Better Business Bureau
*********************************************************;
******************************;

RE: ******* *******
            Complaint ID: ********

To Whom It May Concern:

Fidelity Warranty Services, Inc. (FWS)received your letter regarding the above referenced matter.

We are in the process of reviewing the information provided and will provide you with a complete response to this as soon as possible.

In the meantime, if you have any questions,please do not hesitate to contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr.Paralegal

Customer Answer
Date: 06/03/2025

Complaint: 23355340

I am rejecting this response because: its more time wasted. More money out of my pocket for a service that Ive been paying for but yall failed to provide.

Sincerely,

******* *******
Business Response
Date: 06/05/2025
WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

June 5, 2025

Better Business Bureau
*********************************************************;
******************************;

RE:     ******* *******-Contract No. P00024718104
Complaint ID: ********

To Whom It May Concern:

I am responding to your letter regarding the recent claim filed by *** ******* ******* with Fidelity Warranty Services,Inc. (FWS). I have carefully reviewed the details of *** ******* claim and her vehicle service contract.

*** ******* initially contacted FWS on May 7, 2025, regarding the following concerns:smoke emanating from the vehicle engine compartment, an illuminated check engine light, and the vehicle stalling. At the time, no claim was filed with FWS.

On May 13, 2025, a repair facility submitted a claim with FWS for engine replacement, citing excessive pressure in the radiator and coolant reservoir. The claim analyst informed the repair facility that an inspection would be scheduled to determine the cause of the problem.

On May 15, an inspection was conducted on *** ******* vehicle. The inspection revealed that the vehicle was exhibiting signs of engine failure, including exhaust gases in the coolant system, the check engine light was illuminated, and the engine temperature was recorded as 329 degrees Fahrenheit.

On May 16, *** ******* contacted *** to inquire about rental options. She was informed of the claim deductible, the rental vehicle provisions, and the reimbursement process as outlined in the contract. She was also advised that teardown of the engine was required to determine the cause of the problem in her vehicle.

On May 20, 2025, the repair facility reviewed the inspection with a claim analyst. Both the repair facility and *** ******* were informed that teardown authorization would be required to assess the point of the failure and determine claim eligibility under the terms of the contract. Additionally, *** ******* was advised that the maintenance documents since the purchase date of the vehicle would need to be provided, before any further actions could be taken. It was also communicated that diagnostic charges are only covered if the claim is covered under the terms and conditions of the contract.

On May 23, 2025, the repair facility contacted the claim analyst regarding the status of *** ******* claim. The repair facility was informed that the claim remained pending, since FWS was awaiting ********** authorization for disassembly of the vehicle to the point of failure and for the submission of the maintenance records. Pursuant to the terms of the contract, a final determination cannot be made until both items are received.

Please refer to the section of the contract titled, Your Maintenance Requirements, which states:

Your Maintenance Requirements:

You must keep receipts which verify the Vehicle identification number, work orders and other documentation that shows date, a description of Your Vehicle, mileage and services performed

AND Your Responsibilities

If You experience a Breakdown, You agree to:

3) Authorize the Repair Facility to perform necessary diagnostic work and provide teardown authorization so that the Repair Facility can provide an accurate diagnosis and estimate of repairs. IMPORTANT: WE WILL NOT PAY FOR DIAGNOSIS CHARGES FOR REPAIRS NOT COVERED UNDER THIS SERVICE CONTRACT.

4) Furnish the Administrator with such information as the Administrator may reasonably require, and if requested provide proof of Your Vehicles regular Maintenance during the Service Contract Term as defined in Your Maintenance Requirements.

Pursuant to the terms of the contract, *** will continue the claims process once the maintenance records are received, and *** ******* provides teardown authorization on the vehicle. Should you have any questions, please feel free to contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr. Paralegal
Customer Answer
Date: 06/05/2025

Complaint: 23355340

I am rejecting this response because: I was informed that I had to pay 1800 for the breakdown. Since the claim was open. The repair facility has the keys in which the maintenance records are in the glove box. When told to pay I refused. If its apart of the claim then yall should pay for it since the repair facility stated that the adjuster stated they would take care of it. Now all of a sudden yall dont want to do anything. So yes I am filing this complaint and have since then been advised to talk to legal counsel.

Sincerely,

******* *******
Initial Complaint
Date:05/19/2025
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 am attempting to cancel a mechanical failure service contract on a vehicle which I no longer own. The contract states it is cancellable with prorata refund. I have been trying for nearly 2 months to get this ************************************* refund and have been told they do not see the cancellation information which I submitted online to their website. This is after the car dealership (Mount Airy ******, in **********, **) failed to submit the paperwork to the warranty company which I provided to them on April 8, 2025. I spoke with the Finance Manager at ********** ****** on May 2. He found the paperwork on another employee's desk drawer; and he said he would have the office expedite the paperwork to Fidelity Warranty Services, Inc. After speaking with the warranty company on May 12, they said they had not received the cancellation paperwork from ********** ******. The Warranty Company *** indicated I could submit information myself through their website which I did on May 12, 2025. Today (May 18) when I called Fidelity Warranty, they tell me they cannot see the cancellation request and do not have any other information on my cancellation submission.The service contract clearly states the contract is cancellable with prorata refund. Both the car dealer and now the warranty company are unable to help me get this addressed. It has been nearly 2 months and I would like to know if and when I will get my prorata refund.
Business Response
Date: 05/30/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:            ************

May 30, 2025

Better Business Bureau
************************************************************************************************************

RE:     ***** ******-Contract No. P00012701317
Complaint ***********

To Whom It May Concern:

I am responding to your letter regarding the complaint filed by Ms. ***** ******, regarding her request to cancel her service contract with Fidelity Warranty Services, Inc. (FWS).

According to the information in our system, Ms.Perdues contract was cancelled on May 21, 2025, with an effective date of April 8, 2025. The service contract refund amount of $763.24 was mailed to ********* on May 23, 2025.

We apologize for any delay Ms. ****** encountered during the cancellation of her contract. Should she have any additional questions regarding this matter, she should feel free to contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr. Paralegal
Initial Complaint
Date:05/18/2025
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 2/1/2020 I bought Road hazard Tire and wheel Coverage from Fidelity Warranty Services *** for a new ****** Outback from Prestige ****** dealership. Coverage is for 60 months. On 12/02/2023, one of my tire was puncture by a nail and I was told by Cherry Hill ****** dealership that its beyond repair and i have to buy a new tire as replacement. I paid it with my own money, un aware that i have a Road Hazard Tire Coverage. Sometime in January 2025, i fully paid off my car loan and going through the documents found out that I have a Road Hazard tire coverage for a punctured tire I had in 2023. So I called their number and sent the details in email to ********************************************** My follow up call , he said it was not approved by his supervisor because i should have requested for pre-approval before i had it replaced.
Business Response
Date: 05/30/2025
WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

May 30, 2025

Better Business Bureau
***************************
************************

RE:      ********** ****-Contract No.: P00013423279
            Your File No.: 23345820

To Whom It May Concern:

I am responding to your recent letter regarding the 2023 claim recently filed by Ms. ********** **** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of ************** and vehicle service contract coverage.

Ms. **** initially contacted *** on February 3, 2025, regarding a repair which was performed on her vehicle in 2023. At that time, the claim analyst explained that prior authorization was required for all claims under *********************** has since expired. Please refer to the section of the contract titled,Your Responsibilities, which states:

YOUR RESPONSIBILITIES: 1.) OBTAIN PRIOR AUTHORIZATION FROM *** BEFORE UNDERGOING ANY REPAIRS OR REPLACEMENTS UNDER THIS SERVICE CONTRACT. CALL ************** DURING NORMAL BUSINESS HOURS FOR INSTRUCTIONS AND AUTHORIZATIONFAILURE 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.

Due to **************** to abide by the terms of the contract, as defined under the section Your Responsibilities, the claim will remain denied.

Should Ms. **** have any questions, she should feel free to contact me at the telephone number listed above.

Sincerely,
/S
***** K. **********
Sr.Paralegal
Initial Complaint
Date:05/17/2025
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 paid $2500 for a warranty which I have later found out does not apply to my vehicle. I feel this warranty company does nothing but for reasons not to pay claims and they dragged their feet to the point where it takes them almost a month to come to that conclusion. I was dealing in good faith and feel this company has not done the same. If could use one word to describe this company I feel they do not deal in good faith and I cannot understand how this company is still in business considering their lack of business ethics.
Business Response
Date: 05/29/2025
WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

May 29, 2025

Better Business Bureau
*********************************************************;
******************************;

RE:      *** ******-Contract No: P00077451747
            Complaint ID: ********

To Whom It May Concern:

I am responding to your letter regarding the recent claim filed by *** *** ****** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and ****************** contract.

On April 28, 2025, *** ****** claim was reported to *** regarding an engine issue.The repair facility indicated the engine assembly needed to be replaced due to the presence of coolant in the combustion chamber. The claim analyst indicated that an inspection would be necessary to determine the cause of the problem and requested the customers maintenance records prior to proceeding with the claim.

The first inspection was performed on May 1, 2025, and confirmed that coolant was pouring into cylinders 1 and 2. The claims analyst emphasized that maintenance records were required prior to requesting disassembly of the vehicle. On May 5, 2025, the claims analyst indicated that they received one of the maintenance records and that additional records would be required prior to completing the review.

Following confirmation of teardown authorization from *** ******* a second inspection was performed on *** ****** vehicle on May 15, 2025. During this inspection, it was discovered that the vehicle was being utilized for carriage of passengers for hire, which is specifically excluded from coverage under the terms of the contract unless the rideshare coverage option had been selected on the date of purchase of the contract. However, it was determined that *** ****** had not chosen the rideshare Coverage option, therefore,the claim was denied.

Please refer to the section of the contract titled, Exclusions From Coverage, which states:

This service contract will not pay or reimburse you for:

6. ANY CLAIM IF YOUR VEHICLE IS USED FOR: COMPETITIVE DRIVING OR RACING; POLICE OR EMERGENCY SERVICE; PRINCIPALLY OFF-ROAD USE; THE PURPOSES OF COMMERCIAL RENTAL, TAXI, LIMOUSINE, OR SHUTTLE; CARRIAGE OF PASSENGERS FOR HIRE (UNLESS YOU HAVE SELECTED THE RIDESHARE COVERAGE ON THIS SERVICE CONTRACT AND YOUR VEHICLE QUALIFIES FOR SUCH COVERAGE)

As a matter of customer goodwill, *** has authorized reimbursement of the teardown costs of the vehicle, which includes the removal of the engine and one hour diagnosis for the check engine light in the amount of $992.00, less *** ******$100.00 deductible.

Please note that FWS will also be cancelling the service contract and providing *** ****** with a pro-rata refund given the material misrepresentations regarding the use of the vehicle.
Please refer to the Cancellation provision of the contract:

CancellationThe Service Contract is non-cancellable by US except formaterial misrepresentation by YOUIf WE cancel during the first sixty (60) days, WE will refund one hundred percent (100%) of the SERVICE CONTRACT PURCHASE PRICE. If WE cancel after sixty (60) days, refunds will be calculated according to the Pro-Rata method. No administration fee will be charged if the Service Contract is cancelled by US.Any refund due to cancellation by US will be paid or credited with thirty (30) days of cancellation.

Should *** ****** have any questions; he may contact the undersigned at the telephone number listed above.

Sincerely,
/S

***** **********
Sr.Paralegal

Customer Answer
Date: 05/31/2025
if this warranty did not cover my car then why in the h**l would spend thousands for a contract which excludes what i do.
like i said, they look for reasons to walk away from payments
Customer Answer
Date: 06/02/2025

Complaint: 23344616

if this warranty did not cover my car then why in the h**l would spend thousands for a contract which excludes what i do.
like i said, they look for reasons to walk away from payments

Sincerely,

Jay Rogers
Business Response
Date: 06/13/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************

June 13, 2025

Better Business Bureau?
****************************************************?
*************************?

RE: *** ******-Contract No: P00077451747
Complaint ID: ********

To Whom It May Concern:

I am responding to your follow-up letter regarding the recent claim filed by Mr. *** ****** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and ****************** contract.

Mr. ****** had the option to choose the Rideshare Coverage option at the point of sale. However, that option was not selected by Mr. ******* ****************** contract specifically excludes the carriage of passengers for hire, except in instances where the Rideshare Coverage is chosen.

Please refer to the section of the contract titled, Exclusions From Coverage, which states:

This service contract will not pay or reimburse you for:

6. ANY CLAIM IF YOUR VEHICLE IS USED FOR: COMPETITIVE DRIVING OR RACING; POLICE OR EMERGENCY SERVICE; PRINCIPALLY OFF-ROAD USE; THE PURPOSES OF COMMERCIAL RENTAL, TAXI, LIMOUSINE, OR SHUTTLE; CARRIAGE OF PASSENGERS FOR HIRE (UNLESS YOU HAVE SELECTED THE RIDESHARE COVERAGE ON THIS SERVICE CONTRACT AND YOUR VEHICLE QUALIFIES FOR SUCH COVERAGE)

However, as a matter of customer goodwill, *** has authorized reimbursement of the teardown costs of the vehicle, which included the removal of the engine and one hour diagnosis for the check engine light in the amount of $992.00, less Mr. ****** $100.00 deductible.

FWS will be cancelling ****************** contract due to the material misrepresentation regarding the use of the vehicle at the time of sale. As such, a pro-rata refund will be issued to the lienholder or Mr. ****** pursuant to the terms of the contract.

Please refer to the Cancellation provision of the contract:

CancellationThe Service Contract is non-cancellable by US except formaterial misrepresentation by YOUIf WE cancel during the first sixty (60) days, WE will refund one hundred percent (100%) of the SERVICE CONTRACT PURCHASE PRICE. If WE cancel after sixty (60) days, refunds will be calculated according to the Pro-Rata method. No administration fee will be charged if the Service Contract is cancelled by US. Any refund due to cancellation by US will be paid or credited with thirty (30) days of cancellation.

Should Mr. ****** have any questions, he may contact the undersigned at the telephone number listed above.

Sincerely,

***** Beausejour
Sr. Paralegal
Business Response
Date: 06/17/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************

June 13, 2025

Better Business Bureau?
****************************************************?
*************************?

RE: *** ******-Contract No: P00077451747
Complaint ID: ********

To Whom It May Concern:

I am responding to your follow-up letter regarding the recent claim filed by Mr. *** ****** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and ****************** contract.

Mr. ****** had the option to choose the Rideshare Coverage option at the point of sale. However, that option was not selected by Mr. ******* ****************** contract specifically excludes the carriage of passengers for hire, except in instances where the Rideshare Coverage is chosen.

Please refer to the section of the contract titled, Exclusions From Coverage, which states:

This service contract will not pay or reimburse you for:

6. ANY CLAIM IF YOUR VEHICLE IS USED FOR: COMPETITIVE DRIVING OR RACING; POLICE OR EMERGENCY SERVICE; PRINCIPALLY OFF-ROAD USE; THE PURPOSES OF COMMERCIAL RENTAL, TAXI, LIMOUSINE, OR SHUTTLE; CARRIAGE OF PASSENGERS FOR HIRE (UNLESS YOU HAVE SELECTED THE RIDESHARE COVERAGE ON THIS SERVICE CONTRACT AND YOUR VEHICLE QUALIFIES FOR SUCH COVERAGE)

However, as a matter of customer goodwill, *** has authorized reimbursement of the teardown costs of the vehicle, which included the removal of the engine and one hour diagnosis for the check engine light in the amount of $992.00, less Mr. ****** $100.00 deductible.

FWS will be cancelling ****************** contract due to the material misrepresentation regarding the use of the vehicle at the time of sale. As such, a pro-rata refund will be issued to the lienholder or Mr. ****** pursuant to the terms of the contract.

Please refer to the Cancellation provision of the contract:

CancellationThe Service Contract is non-cancellable by US except formaterial misrepresentation by YOUIf WE cancel during the first sixty (60) days, WE will refund one hundred percent (100%) of the SERVICE CONTRACT PURCHASE PRICE. If WE cancel after sixty (60) days, refunds will be calculated according to the Pro-Rata method. No administration fee will be charged if the Service Contract is cancelled by US. Any refund due to cancellation by US will be paid or credited with thirty (30) days of cancellation.

Should Mr. ****** have any questions, he may contact the undersigned at the telephone number listed above.

Sincerely,

***** Beausejour
Sr. Paralegal
Customer Answer
Date: 06/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. i did not know a checkmark would have paid $11,000 versus not.

Sincerely,

*** ******
Initial Complaint
Date:05/16/2025
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 extended warranty coverage,when I purchased the vehicle from lone star ********* I have only driven the vehicle 6000 miles. Transmission cable broke so had to have vehicle towed to nearest dealer. Dealer found some other things wrong with vehicle as well,fidelity doesnt want to honor the extended agreement expenses.
Business Response
Date: 05/21/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

May 21, 2025

Better Business Bureau
***************************
*************************

RE:    ******* *******
Complaint ID No. ********

To Whom It May Concern:

I am responding to your letter regarding the complaint filed by Mr. ******* ******* against Fidelity Warranty Services, Inc. (FWS).

Please be advised that *** is unable to locate Mr. ******** contract without additional information. To locate Mr. ******** contract, we will need his contract number, Vehicle Identification Number (VIN), and/or a copy of his retail installment agreement relating to the purchase of this Vehicle. Once we obtain the necessary information, FWS will be able to investigate this matter and provide you with a thorough response.

Please forward the additional information regarding this matter to my attention at the facsimile number listed above. Should you have any questions, please contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr. Paralegal

Customer Answer
Date: 05/23/2025

Complaint: 23338129

I am rejecting this response because they the resources to support the information.
last 8 numbers of VIN
JU156045
contact -************

Sincerely,

******* *******
Fidelity Warranty /Lone Star Chevrolet
Business Response
Date: 06/05/2025
WRITER'S DIRECT LINE:   ************
WRITER'S DIRECT FAX:    ************
June 5, 2025

Better Business Bureau
***************************
************************

RE:      ******* *******-Contract No.: P00077466280
Your Complaint ID ********

To Whom It May Concern:

I am responding to your recent letter regarding the claim filed by Mr. ******* ******* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. ******** claim and service contract coverage.

On April 14, 2025,Mr. ******* contacted *** regarding a suspension issue and indicated that the vehicle might have been involved in an accident. Mr. ******* was provided the contract information, and the claims analyst reviewed the components which are covered under the Fron/Rear Suspension of the contract. It was also explained that the shifter cable is not a listed covered component of the contract and therefore would not be covered.

On May 6, 2025, Mr.******** vehicle was towed to a repair facility regarding multiple concerns,including the vehicle shutting off, being stuck in neutral, and a noise emitting from the front end when driving over bumps. The repair facility diagnosed failures in the shifter cable, left/right suspension links, control arms, and steering knuckles. At that time, the assigned claims analyst advised the repair facility that an inspection would be necessary to determine the cause of the problems.

On May 8, 2025, Mr. ******* contacted *** to inquire about eligibility for rental coverage and inspection delays. He was informed that the contract would provide rental reimbursement up to $40 per day for inspection delays and the claims analyst arranged a rental reservation for the customer. Mr. ******* was also advised that he could submit his towing invoice for consideration pursuant to the terms of his contract.

On May 9, 2025, an inspection was performed on Mr. ******** vehicle. The inspection confirmed failures in the left and right front control arms, suspension links, steering knuckles,and a faulty shifter cable.

On May 15, 2025,the claims analyst reviewed the inspection results with the repair facility and authorized repairs to the right front control arms, links, and knuckles. The repair claim for the shifter cable was denied because it is not a listed covered component under the terms of the contract.

Please refer to the section of the contract titled, Exclusions From Coverage, which states:

This service contract will not pay or reimburse you for:

ANY LOSS, DAMAGE OR EXPENSES CAUSED BY . . . THEFAILUREOFANYPARTNOTCOVEREDBYTHISSERVICECONTRACT

Because the shifter cable is not a listed covered part under the Gold Coverage Plan selected by Mr. ******** his claim as it relates to replacement of the shifter cable will remain denied.

On May 16, 2025,Mr. ******* called FWS to discuss the status of the claim. The claims analyst reiterated that the shifter cable is not a covered component under the terms and coverage selected by Mr. ******* on his service contract.

On May 28, 2025,the claims analyst reviewed Mr. ******** claim with the repair facility and approved the requested repairs to the suspension links. As such, *** authorized a total of $2,253.15, which comprised of $1,073.63 for parts, $1,271.00 for labor,$179.95 for alignment, $160.00 for rental, and $88.57 for taxes, less Mr. ******** applicable $250.00 deductible.

We believe that Mr.******** claim was processed pursuant to the terms and conditions of his service contract. Should Mr. ******* have any additional information he would like us to consider or have any further questions, he may contact me at the telephone number listed above.

Sincerely,
/S

***** K.**********
Sr. Paralegal

Customer Answer
Date: 06/07/2025

Complaint: 23338129

I am rejecting this response because:
I contacted lone star ********* regarding my purchase of the extended warranty and Im being told that these items are covered under said warranty. It seems like they are picking and choosing which parts they want to cover. They are not communicating knowing that they are in contract together with their products. Im paying for an insurance that the dealer is selling knowing this company will reject said product.

Sincerely,

******* *******
Initial Complaint
Date:05/15/2025
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 warranty for our 2015 Jeep Grand Cherokee back in 2019. The terms and agreement were for a 7 year warranty, or ******* miles. The agreement and the sales *** stated the warranty is from the date of purchase of the warranty which would bring me to 2026, or ******* miles. I attempted to use the warranty and was told it was "expired" as of 2022, due to the original manufacturer date being used as the start date; we are only at ****** miles on the Jeep. I paid $3194.00 for the warranty and did not own the vehicle from *********, so why would I be responsible/ have to pay from *********, that just does not make sense. The contract number is P00009621076 and I have also attached the warranty form. It clearly states the purchase date is 1/19/2019 and a 7 year term. I have been on the phone with both Fidelity and the Jeep Dealership, and no one seems to want to help, blaming going back and forth, and I am getting the runaround. On 5/14/2025 our Jeep's radiator went (covered by ****************** and I am unable to submit a claim, even though, we are within 7 years of purchase AND under ******* miles, all laid out in the service contract.
Business Response
Date: 05/29/2025
WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

May 29, 2025

Better Business Bureau
*********************************************************;
******************************;

RE:     ******* *****
Complaint ID: ********

To Whom It May Concern:

Fidelity Warranty Services, Inc. (FWS)received your letter regarding Mr. ****** complaint.

We are in the process of reviewing the information provided and will provide you with a complete response to this as soon as possible.

In the meantime, if you have any questions,please do not hesitate to contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr.Paralegal

Customer Answer
Date: 05/30/2025

Complaint: 23333704

I am rejecting this response because: I am awaiting a formal, legitimate response with explanation from the company, not a basic copy and paste statement about looking in to the issue.

Sincerely,

******* *****
Business Response
Date: 06/02/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX:           ************

June 2, 2025

Better Business Bureau
***************************
*************************

RE:     ******* *****
Contract No. P00009621076
Complaint ID: ********

To Whom It May Concern:

I am responding to your recent letter regarding the ********* filed by ******** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of ********* ********* and his Powertrain Wraparound contract.

According to our records, Mr. ***** purchased a service contract for a term of 7 years or ******* miles on January 19, 2019, with ****** miles on the vehicle at the time of purchase. Please refer to the section of the contract, Service Contract Period, which states:

SERVICE CONTRACT PERIOD: Coverage under this Service Contract begins on the SERVICE CONTRACT PURCHASE DATE shown on this Service Contract. Coverage under this Service Contract expires: (1) based on TERM or MILEAGE (as shown on this Service Contract) from the ********************************* Date and 0 miles (not the SERVICE CONTRACT PURCHASE DATE and CURRENT ODOMETER READING),
whichever comes first; or (2) if/when the aggregate total of benefits paid/payable under the Service Contract exceeds the limits as set forth in the LIMITS OF LIABILITY section. If no ******************************** Date or the incorrect ******************************** Date is entered on this Service Contract, WE will use January 1 of YOUR vehicles model year to calculate TERM expiration.

Based on the provision above, coverage under the service contract expired based on the term or mileage from the ********************************* Date and 0 miles, and not the Service Contract Purchase Date and odometer reading at the time of purchase. Mr. ****** contract was due to expire on February 6, 2022, or at ******* miles, whichever occurred first. As such, Mr. ****** contract expired by time on February 6, 2022, which is 7 years from the ************************ Date of February 6, 2016, listed on the front of the contract. Therefore, FWS is unable to assist with his claim.

Should you have any additional questions, please feel free to contact me at the telephone number listed above.

Sincerely,

***** K. **********
Sr. Paralegal
Initial Complaint
Date:05/13/2025
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 am writing to formally lodge a complaint against Fidelity Warranty Services (FWS) for their failure to adhere to the terms of my vehicle service contract, resulting in undue delays in vehicle inspection and repair authorization, as well as additional out-of-pocket expenses for a rental vehicle. Background:Date Vehicle Dropped Off: Wednesday, May 7, 2025, at 7:30 AM Location: *********, North Upon dropping off my vehicle, I was informed that an inspector from *** would assess the vehicle within 24 to 48 hours to approve the necessary repairs. *** provides $40 per day toward a rental vehicle; however, due to my family's needs, I had to rent a vehicle at a higher rate, incurring an additional $18.46 per day at my own expense. Issues Encountered:1. Inspection Delays: After the initial 48-hour window passed without an inspection, I contacted *** and was told that an inspector was scheduled for Saturday. However, upon follow-up on Monday, I learned that the inspection did not occur, and no new date was provided. 2. Lack of Communication: Repeated attempts to escalate the matter were unsuccessful. I requested contact information to file an official complaint within *** but was informed that no such avenue existed. 3. Ongoing Inconvenience: As of today, Tuesday, May 13, 2025, my vehicle remains uninspected and unrepaired, resulting in six days without my car and continuous rental expenses. Resolution Sought:I am requesting the following:Immediate scheduling and completion of the vehicle inspection to proceed with necessary repairs.Reimbursement for the additional rental expenses incurred due to the delays, totaling $110.76 to date.A formal apology for the inconvenience and lack of communication experienced during this process. I believe that ***'s actions constitute a breach of contract and have caused significant hardship. I am seeking the BBB's assistance in resolving this matter promptly.
Business Response
Date: 05/23/2025
WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

May 23, 2025

Better Business Bureau
***************************
*************************

RE:     ******** *******-Contract No. P00021617123
Complaint ID: ********

To Whom It May Concern:

I am responding to your letter regarding the recent claim filed by Ms. ******** ******* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and ******************* contract.

On April 29, 2025, a repair facility contacted *** regarding the replacement of the sunroof assembly in *********** vehicle. At that time, the repair facility was informed that an inspection would be required to verify the reported failure. *** learned that Ms. ******* was unable to leave the vehicle on that date.

On April 30, 2025, Ms. ******* was informed of the rental car coverage which is available under the terms of the service contract.

On May 7, 2025, the repair facility initiated a claim for the replacement of the sunroof assembly in Ms. ******** vehicle. The repair facility was advised that an inspection would be required to determine the cause of the problem. Subsequently,Ms. ******* contacted *** to inquire about rental options. The claim analyst reviewed the rental provision with Ms. ******* and clarified that the contract allows for rental reimbursement of $40.00 per day and provided her with a rental reservation number.

From May 9, 2025, through May ******** FWS extended the rental authorization for Ms. ******** due to inspection delays.

On May 14, 2025, a claim supervisor reviewed the claim and determined that an inspection was not necessary. A claim analyst contacted the repair facility and Ms. ******* and authorized the claim. The analyst also authorized additional rental to be provided to Ms. ****************** May 20, 2025, FWS paid $229.00 for rental reimbursement to Ms. ******** *** also authorized $2,102.63 for the claim, pursuant to the following breakdown: $336.23 for parts, $1,717.50 for labor, $148.90 for taxes, less $100.00 deductible.

We trust that this matter was resolved to Ms. ******** satisfaction as FWS values her as a customer. Should ********** have any questions, she should feel free to contact me at the telephone number listed above.

Sincerely,
/S
***** K. **********
Sr. Paralegal
Customer Answer
Date: 05/27/2025

Complaint: 23322528

I am rejecting this response because:
As part of the contract and stated to me by both the dealership service advisor and FWS representatives, my car would be at the dealership for 24 to 48 hours. It told nine days, 216 hours, for approval from *** and my car to be released back to me. Each day I incurred an extra $18.52 a day in addition to the $40.00 a day coverage per my contract. I opt to pay the difference to have a vehicle comparable to the space and size of my personal car to accommodate my family during the hold time at the dealership of 24 to ************************************************** my contract.
I am requesting FWS to reimburse me the $129.64, equivalent to additional 7 days that was outside of the scope of the contract (especially since the third party inspection was not done or needed as originally stated).

Sincerely,

******** *******
Business Response
Date: 06/05/2025
WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

June 5, 2025

Better Business Bureau
***************************
*************************

RE:     ******** *******-Contract No. P00021617123
Complaint ID: ********

To Whom It May Concern:

I am responding to your follow-up letter regarding the recent claim filed by Ms. ******** ******* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and ******************* contract.

Pursuant to the terms of the contract, Ms. ******** maximum allowable daily rental reimbursement is $40.00 per day. Accordingly, any rental charge exceeding this daily rate will not be reimbursed. The claim and rental payments to Ms. ******* in accordance with the terms and conditions of the contract accounted for all applicable delays and the time required to perform the repairs, which totaled 13 days. Based on the daily rental rate, the total reimbursable amount was $520.00.

Should Ms. ******* have any questions, she should feel free to contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr. Paralegal
Customer Answer
Date: 06/10/2025

Complaint: 23322528

I am rejecting this response for the following reasons:
According to the terms of the contract, my vehicle was to be inspected within 24 to 48 hours. That did not occur. In fact, my car was never inspected at all during the 13 days it remained at the dealership. I returned the rental vehicle on day 13not because the repair process was complete, but because the dealership advised me to stop paying out-of-pocket for a rental that met the size needs of my family.

It then took an additional 5 days for the necessary parts to arrive and for my vehicle to be returned to me. The extended warranty providers refusal to accept responsibility for the delayparticularly the lack of communication and follow-through by their third-party vendor, who never completed the inspectionis unacceptable.

This was a clear breach of contract. The failure to inspect the vehicle within the agreed 2448 hour timeframe delayed the entire repair process and prevented timely resolution. I find it baffling that the warranty provider is unwilling to acknowledge or rectify this error.

Given this experience, my recommendation is that no Chevrolet dealership I conduct business with should ever sell another contract from this warranty provider. Their failure to meet contractual obligations and poor coordination with their vendors reflect a lack of integrity and reliability that no customer should have to endure.

Sincerely,

******** *******
Initial Complaint
Date:05/09/2025
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.
Im reaching out in hopes that you can help me with an unresolved and ongoing issue Ive been experiencing with *** for over a year.I purchased a certified pre-owned *** * years ago, only six months ago did I discover that *** hadnt even processed the *** paperwork to reflect that my vehicle's VIN was covered under H*1*9*0*8*5*6*5*8*9*8H. Ive been dealing with serious engine issues. Although *** finally acknowledged the problem under H*1*9*0*8*5*6*5*8*9*8H, they replaced only the valves instead of the engine, which I strongly believe was the more appropriate repair. Unfortunately, the issues persist: the engine continues to burn oil at an alarming rate. Despite two combustion chamber cleanings and an oil change, the engine is still bone dry in under ***** miles. *** has confirmed theres no oil leakbut they keep giving me the runaround with no long-term resolution. I recently received confirmation from ****** *** of ********** that the short block needs to be replaced. However, ***s H*1*9*0*8*5*6*5*8*9*8H department has now denied the claim to replace the short block, stating that the H*1*9*0*8*5*6*5*8*9*8H does not cover oil burning. This is incredibly frustrating, especially since the certified pre-owned contract clearly states that the engine block is covered under the powertrain H*1*9*0*8*5*6*5*8*9*8H. Their refusal to honor this H*1*9*0*8*5*6*5*8*9*8H coverage feels like a direct attempt to avoid responsibility for a known defect. Im now just under the 100,000-mile ***** and it feels like theyre stalling, hoping to run out the clock on my H*1*9*0*8*5*6*5*8*9*8H. Ive received a loaner only onceafter demanding ***** have otherwise had to rely on rides or pay out-of-pocket for Ubers just to get to and from the H*4*2*4*0*7*1*1*9*9*5Hhip. I have two small children, and Ive repeatedly raised the issue of how inconvenient and unfair this is, but its made no difference. Meanwhile, I continue making monthly payments and paying insurance on a car Ive barely been able to drive.
Business Response
Date: 05/23/2025
WRITER'S DIRECT LINE:   ************
WRITER'S DIRECT FAX:    ************

May 23, 2025

Better Business Bureau
***************************
*******************************************

RE:     ********* ******-Contract No. Q00000037027
Complaint ***********

To Whom It May Concern:

I am responding to your letter regarding the recent claim filed by *** ********* ****** with Fidelity Warranty Services,Inc (FWS). I have carefully reviewed the details of *** ******* claim and her limited warranty coverage.

*** ****** initially reported a check engine light concern and rough operation of the vehicle to a repair facility on November 14, 2024. The repair facility reported a claim to *** on December 10, 2024,citing concerns related to the cylinder head valves. The claim analyst indicated that a borescope inspection revealed a broken valve within the cylinder. The repair facility was advised that an inspection was required to verify the concern.

An inspection was performed on ********** vehicle on December 11, 2024. The inspector utilized a borescope to examine cylinder number three and discovered a hole in the burned exhaust valve.The inspector also determined that this was a mechanical failure of cylinder number three.

On December 13, 2024, following the inspection, the claim was denied because burnt valves are specifically excluded under the terms and conditions of the limited warranty.

Please refer to the section of the contract titled, Exclusions From Coverage, which states:

This limited warranty will not pay or reimburse you for:

15. BURNT VALVES,WORN OR CARBON FOULED PISTON RINGS, ANY MECHANICAL BREAKDOWN RESULTING FROM A BUILD UP OF CARBON, THE CORRECTION OF OIL CONSUMPTION, OR ANY REPAIRS FOR REDUCTION IN ENGINE EFFICIENCY THAT MUST BE PERFORMED ON YOUR VEHICLE;

On December 26, 2024, a supervisor consulted with the field representative assigned to the claim and was informed that *** ******* vehicle also contained a piston ring failure. *** contacted the repair facility, which confirmed that the valves were the only failure identified in the vehicle. A second inspection was scheduled on the vehicle, after receiving teardown authorization.

On January 6, 205, a second inspection was performed on *** ******* vehicle. The second inspection also confirmed material failure of the exhaust valve on cylinder number three.

On January 8, 2025, *** requested that the repair facility obtain a quote from a machine shop to inspect cylinder number three in *** ******* vehicle. The service manager declined the request, since they were certain that only the cylinder number three valve needed to be replaced. Based on this assessment, *** authorized the replacement of the cylinder three valves.

On May 8, 2025, *** ****** took the vehicle to a Kia ************************* regarding an oil consumption issue. After confirming the issue, the ************************* commenced a claim with FWS for engine replacement.However, the claim was denied because oil consumption is specifically excluded under the terms and conditions of the contract.

On May 9, 2025, *** ****** was provided with a copy of the contract, along with the email address for the legal department.

At this time, *** ******* claim regarding oil consumption will remain denied, pursuant to the terms and conditions of the contract.

Should you have any questions, please contact the undersigned at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr. Paralegal

Customer Answer
Date: 06/03/2025

Complaint: 23309945

I am rejecting this response because:
Summary of Events 2018 ********************* Pre-Owned Warranty Dispute
November 2024

I brought my vehicle to ****** *** of ********** due to engine issues.
The dealership initially could not confirm my vehicle as Certified Pre-Owned (***) in ***s system, despite having completed the inspection.
I followed up multiple times before finally receiving a copy of the *** inspection on November 20.

December 2024
After nearly a month of waiting and lack of updates, I requested a loaner vehicle, which was eventually provided.
On December 17, I was informed my warranty claim was denied due to "wear and tear" on an unspecified component.
I contested this, citing my regular maintenance and compliance with ************ guidelines.

January 2025
After further escalation, my repair was finally approved on January 9.
I requested clarity on what was being repaired.

By January 28, I returned for service related to an oil light warning; oil was added, and I was instructed to return in ***** miles.
FebruaryMarch 2025
My engine repeatedly ran low or dry on oil within short mileage intervals (100***** miles).
Multiple visits confirmed rapid oil consumption. I was told this may be addressed by repeated "chamber cleanings."
I followed all instructions, dropped off the vehicle as required, and continued reporting oil light warnings.
The engine was confirmed to be consistently running low or completely dry, requiring multiple top-offs.

AprilMay 2025
Two more chamber cleanings were performed (April 23 and again following persistent oil loss).
By early May, with mileage approaching ******, the oil light returned again.
On May 8, I was informed that warranty coverage would not apply to oil burning, and that a short block engine replacement would be the only fixthis would not be covered under my powertrain warranty or extended service contract.
Your decision cites the following exclusions as justification for denial:
Burnt valves, worn or carbon-fouled piston rings, any mechanical breakdown resulting from a build-up of carbon, the correction of oil consumption, or any repairs for reduction in engine efficiency
However, I respectfully submit that this denial does not appropriately reflect the full circumstances of the claim, and your decision appears to selectively interpret the warranty exclusions without regard for the mechanical realities involved. I ask that this be re-reviewed for the following reasons:

1. The Issue Originated as a Covered Powertrain Failure
The initial engine failure began with a burnt exhaust valve, which was verified by your own inspectors. A burnt valve causing significant engine malfunction including check engine lights, rough idle, and drivability issues is the type of catastrophic failure that extended powertrain warranties exist to protect against. Whether the wording includes "burnt valves" as an exclusion, the broader issue of engine misfire and combustion failure due to a defective valve or cylinder should not be interpreted in isolation.
Furthermore, when valve failure occurs without signs of abuse or neglect and as part of normal driving and manufacturer-recommended maintenance it reflects a premature mechanical failure, not "wear and tear."

2. Ongoing ********** Consumption is Not Normal Wear
After the valve replacement authorized by FWS, the vehicle continued to exhibit dangerously high oil consumption, verified on multiple return visits. This includes instances where the engine was found bone dry after as few as 100***** miles of driving. This is not a minor maintenance issue it is a sign of deeper engine failure involving piston rings, cylinder scoring, or other internal defects.
While you cite oil consumption as excluded, this level of oil loss is not ordinary consumption; it is a powertrain defectthat compromises engine integrity and safety, and requires major internal repair. Your exclusion seems to cover minor oil usage, not engine component failure resulting in dry engine conditions within days of servicing.

3. The Vehicle Was Maintained Properly
I followed all guidance from your approved repair facility, including regular top-offs, documentation of mileage between services, and returning for inspections at the recommended intervals. Oil change records and vehicle history are available. At no point was the vehicle neglected or misused.

4. Request for Consistency and Good Faith ************** own documentation shows that initial and secondary inspections confirmed valve failure and concerns of deeper issues. While a short block replacement was ultimately recommended by the technician, the warranty claim was denied solely because the issue was labeled oil consumption rather than as the result of internal engine component failure.
This distinction feels arbitrary and inconsistent with the spirit of coverage. If a warranty is intended to protect against major internal failures of the powertrain, then this issue which has required months of back-and-forth, multiple inspections, and several engine flushes should qualify.

Requested Resolution
I respectfully request that the denial of the oil consumption-related engine failure be overturned, and that short block replacement or equivalent major repair coverage be authorized.
Alternatively, I request a goodwill resolution or financial accommodation to reflect the mechanical failure and the extensive time, cost, and burden this situation has placed on me.

Thank you for your attention and reconsideration. I am seeking only what is fair under the warranty terms the coverage I believed I had when I purchased this protection. I look forward to a resolution that reflects the good faith I have shown throughout this process.
Sincerely,
********* ******
Phone: ************
Email: ***************************

Let me know if you'd like to attach supporting documents (e.g., repair records, oil change history, photos of warning lights, technician statements), and I can help you format a complete submission package.
Initial Complaint
Date:05/08/2025
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.
My car has been taking to the original dealership and they were able to provide them with the information needed to repair my car, they are unwilling to fix it.
Business Response
Date: 05/21/2025
The business responded
to this complaint but has asked that its response not be published.
Customer Answer
Date: 06/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:05/01/2025
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.
Fidelity is refusing to pay for multiple issues in the repair of covered items under their contract for a LIFETIME Miles and Lifetime year warranty. 2021 F-150 with 65k miles Oil pan/ stiffener replacement Torque converter crack internal. The dealers shop cant even re assemble the vehicle because of this. They have been nothing but rude and disrespectful towards myself and the repair dealer. Ive never been so belittled as a person in my life trying to get my warranty to help their customer out. If you are looking for *******************************************, look elsewhere and Run from fidelity.
Business Response
Date: 05/14/2025
WRITER'S DIRECT LINE:           ************
WRITER'S DIRECT FAX:           ************

May 14, 2025

Better Business Bureau
***************************
*************************

RE:     ***** ********-Contract No: P00081365021
            Case No. 23275427

To Whom It May Concern:

I am responding to your recent letter regarding the complaint filed by Mr. ***** ******** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his claim and limited warranty coverage.

Mr. ******** first reported his claim to *** on March 27, 2025, regarding an oil leak in the vehicle. At the time, he indicated that he was moving the vehicle to a new repair facility,since the current repair facility was unable to perform the necessary repairs.

On March 31, 2025, the new repair facility started a claim with *** regarding the replacement of the upper oil pan in Mr. ********* vehicle, since it was warped and leaked.

An inspection was performed on ************ vehicle on April 2, 2025. The inspection revealed a heavy oil leak from the upper oil pan gasket, which over sprayed under the chassis. The repair facility was informed that the claim would be authorized according to the contracted labor guide. The repair facility did not agree with the labor time presented and the claim analyst requested that they submit the warranty documentation showing the labor time and operation codes for review.

*********** contacted FWS on April 4, 2025, and was informed that FWS was waiting for the repair facility to provide the requested labor time and documentation.Later that day, *** received the document from the repair facility. *********** was informed that the claim was under review, and he would be contacted once a decision was reached. Subsequently, a claim supervisor authorized the claim and e-mailed the information to the repair facility.

On May 1, 2025, Mr. ******** reported an issue with a crack in the vehicles torque converter. He was informed that the repair facility would need to demonstrate the failure of the torque converter.

Subsequently,a virtual inspection was performed, and the claim analyst noted a crack inside the torque converter. The claim analyst explained that the damage was from disassembly, therefore the claim for the torque converter was denied.

On May 2, 2025, Mr. ******** called back regarding the inspection results and disputed the claim. After reviewing the claim and inspection report with the repair facility, the claim analyst authorized the claim for the torque converter.

On May 7, 2025, *** authorized a total of $9,165.49 for Mr. ********* claims, which consisted of $3,197.49 for parts, $6,068.00 for labor, less $100.00 deductible.

We trust that this matter was resolved to Mr. ********* satisfaction as FWS values him as a customer. Should you have any questions, please contact me on the telephone number listed above.

Sincerely,
/S

***** **********
Sr.Paralegal
Customer Answer
Date: 05/14/2025

Complaint: 23275427

I am rejecting this response because:
After numerous attempts of getting this covered to the full extent, FWS only covered 185 of 221 per hour for the labor on 32.8 hours of work. This meaning i had to cover the difference,.

Sincerely,

***** ********
Business Response
Date: 05/23/2025

WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

May 23, 2025

Better Business Bureau
*********************************************************;
******************************;

RE:     ***** ********-Contract No: P00081365021
Complaint ID. ********

To Whom It May Concern:

Fidelity Warranty Services, Inc. (FWS)received ******************* rebuttal letter regarding the above referenced matter.

We are in the process of reviewing the information provided and will provide you with a complete response to this as soon as possible.

In the meantime, if you have any questions,please do not hesitate to contact me at the telephone number listed above.

Sincerely,
/S

***** K. **********
Sr.Paralegal

Business Response
Date: 05/30/2025
WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

May 30, 2025

Better Business Bureau
************************************************************************************************************

RE:     ***** ********-Contract No: P00081365021
Complaint ID. ********

To Whom It May Concern:

I am responding to your follow-up letter regarding the complaint filed by Mr. ***** ******** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his claim and limited warranty coverage.

The repair facility responsible for the repairs to Mr. ********* vehicle was provided the opportunity to submit documentation supporting their requested labor rate, as its requested rate exceeded standard labor rates. However, the requested documentation was not provided.

Nevertheless,upon receipt of Mr. ********* follow up letter, FWS has elected to reimburse Mr. ******** the difference between the labor rate previously paid and the labor rate charged by the repair facility. We are requesting that Mr. ******** provide a copy of the paid repair receipt so that we may process the reimbursement.

We trust that this matter has been handled to Mr. ********* satisfaction, as FWS values him as a customer. Should Mr. ******** have any additional questions, he should contact the undersigned at the telephone number listed above.

Sincerely,
/s

***** **********
Sr.Paralegal
Business Response
Date: 06/02/2025

WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

May 30, 2025

Better Business Bureau
***************************
*************************

RE:     ***** ********-Contract No: P00081365021
Complaint ID. ********

To Whom It May Concern:

I am responding to your follow-up letter regarding the complaint filed by Mr. ***** ******** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his claim and limited warranty coverage.

The repair facility responsible for the repairs to Mr. ********* vehicle was provided the opportunity to submit documentation supporting their requested labor rate, as its requested rate exceeded standard labor rates. However, the requested documentation was not provided.

Nevertheless, upon receipt of Mr. ********* follow up letter, FWS has elected to reimburse Mr. ******** the difference between the labor rate previously paid and the labor rate charged by the repair facility. We are requesting that Mr. ******** provide a copy of the paid repair receipt so that we may process the reimbursement.

We trust that this matter has been handled to Mr. ********* satisfaction, as FWS values him as a customer. Should Mr. ******** have any additional questions, he should contact the undersigned at the telephone number listed above.

Sincerely,
/s

***** **********
Sr. Paralegal
Customer Answer
Date: 06/13/2025

Complaint: 23275427

I am rejecting this response because:
Fidelity requesting receipts but no way to submit and number for ***** does not ring through- goes straight to voicemail. No call backs.
Sincerely,

***** ********
Business Response
Date: 06/18/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX:           ************

June 18, 2025

Better Business Bureau
***************************
*************************

RE:     ***** ********-Contract No: P00081365021
Complaint ID. ********

To Whom It May Concern:

I am responding to Mr. ********* most recent reply regarding his complaint filed with Fidelity Warranty Services,Inc. (FWS).

FWS apologizes that Mr. ******** has been unsuccessful making contact via telephone. He may submit his receipts via facsimile to the number provided above or via email at **********************************************************************.

Sincerely,

***** **********
Sr.Paralegal
Business Response
Date: 06/18/2025
WRITER'S DIRECT LINE:            ************
WRITER'S DIRECT FAX:             ************

June 18, 2025

Better Business Bureau
***************************
*************************

RE:     ***** ********-Contract No: P00081365021
Complaint ID. ********

To Whom It May Concern:

I am responding to Mr. ********* most recent reply regarding his complaint filed with Fidelity Warranty Services,Inc. (FWS).

FWS apologizes that Mr. ******** has been unsuccessful making contact via telephone. He may submit his receipts via facsimile to the number provided above or via email at **********************************************************************.

Sincerely,

***** **********
Sr.Paralegal

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Fidelity Warranty Services, Inc. is BBB Accredited.