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:02/14/2023

  Type:Product 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 cancelled my Vehicle Protection Plan with Fidelity Warranty Services **** The refund check would go to the lien ******************* The amount was $568.63. The check on 10/20/22 was drafted. After several address changes for the bank the service advisor I spoke to said. they would issue a new check. But then said "oh we can still use this check as the new one is pending. Guess what? Both checks were sent to ************ One was applied and the 2nd one was bad. I was charged a return check fee of $25.00. Fidelity Warranty refused to reimburse me. I don't see how I am responsible for any checks sent from Fidelity Warranty. They tried to imply I requested a stop payment. That never happened. The warranty refund representative said the check was still pending and used the previous check.It's not so much the fee (but of course it matters too) but the blemish on my credit with *********** falsely charging me as if I wrote a bad check. Again no money from me. This was the solely fault of Fidelity Warranty.

  

  Business Response

  Date: 02/23/2023

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  February 23, 2023? 
  
  Better Business Bureau? 
  4411 ********************************************************************************** 33407? 
  
  Re:?????? *********************************? 
  ????????????  Contract No. P00023313572 
            Complaint ***********? 
  
  To Whom It May ************************* are sorry to hear of the issues ******************** experienced during the processing of the cancellation of her contract. As a gesture of customer goodwill, FWS will be forwarding ******************** a check in the amount of $25.00 for the reimbursement of the cancellation fees which she incurred. ? 
  
  Should ******************* have any additional questions, she should contact me at the telephone number listed above.?? 
  
  Sincerely,? 
  

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

  
  

• Initial Complaint

  Date:02/13/2023

  Type:Product 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 got a service contract with Fidelity, which I cancelled promptly under 2 months. However, I have not received my refund yet! It's been 2.5 months so far, but no sight of the refund at all.

  

  Business Response

  Date: 02/20/2023

  
  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  February 20,2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      *****************************
              Contract No. P00024151786
  
  To Whom It May ******************************* to your email 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 you with the cancellation of your contract. For us to process the cancellation, please forward to us (i) a copy of the contract indicating how much was paid for the contract; (ii) the mileage currently on the vehicle, and (iii) a statement from your lienholder indicating that no credit was ever received from the dealership. Also attached, please find a cancellation form which will need to be completed to process the cancellation.Once this information is obtained, we will process the cancellation effective on the date in which the cancellation request was originally made and issue the refund to the lienholder pursuant to the terms of the contract. If the lien has been satisfied or there is no lien, the refund will be issued directly to you.
  
  Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  

  /S
  
  **********************************
  Sr.Paralegal
  Tell us why here...

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19398837
  
  I am rejecting this response because it doesn't confirm the cancellation yet. I have attached the signed cancellation form dated 10th December, 2022 which is when I submitted the cancellation form at the dealership.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/07/2023

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  March 7, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  RE:      *****************************
              Contract No. P00024151786
  
  To Whom It May ******************************* to your letter regarding Mr. ********* request to cancel the above referenced contract with Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of his request for cancellation of the contract.
  
  Our records indicate that Mr. ********* contract was canceled on February 21, 2023, with an effective date of December 10, 2022.  Check number ******* for the full refund of the contract was forwarded to *************** Services, the lienholder,pursuant to the provisions of Mr. ********* contract. 
  
  We trust that this matter was resolved to Mr. ********* satisfaction, as FWS values him as a customer.  Should you have any questions,please feel free to contact me at the telephone number listed above.
  
  Sincerely,

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

  
  

• Initial Complaint

  Date:01/31/2023

  Type:Sales and Advertising 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 2016 ************** for my daughter in 2019. It was a preowned certified used car. Although KIA ********************** provide the warranty service, the warranty is through a third party company. In this case it is Fidelity Warranty Services. In January of 2020 the engine failed and had to be replaced. The repair was completed and Fidelity Warranty Services covered the cost of the repair. Two years later that engine failed. Fidelity Warranty Services is only covering part of this repair because they say they have reached the limit of their liability per the contract. This is true since the contract says their maximum limit of liability is the purchase price of the car. My contention is that the first engine that they installed was defective since it only lasted two years. I think that they should cover the complete cost of this second engine replacement.

  

  Business Response

  Date: 02/13/2023

  
  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  February 13, 2023
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:     ***********************-Contract Number- J00054184073
             Complaint ***********
  
  To Whom It May Concern:
  
  Fidelity Warranty Services, Inc. received your letter regarding the above referenced matter.
  
  I am in the process of reviewing the information provided and will provide you with a complete response to this as soon as possible.
  
  In the meantime, if you have any questions, please do not hesitate to contact me at the telephone number listed above.
  
  Sincerely,
  

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

  
  

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18958343
  
  I am rejecting this response because:

  The response said they are reviewing the complaint.  They didn't provide any action that they are taking with regard to my complaint.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/16/2023

  see attachment

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18958343
  
  I am rejecting this response because:

  I understand the terms of the contract.  My contention, as I stated in my original complaint, is that FWS, in the first claim, purchased a defective engine that only lasted ****** miles.  According to the ****** of ************** the average life expectancy of an automobile engine is ******* miles.  Therefore, that original engine replacement should have lasted much longer than ****** miles.  Although they lived up to the limit of liability clause in the contract, I had hoped that they would do the ethical thing and pay the full cost of the second engine replacement.  Also, the cost of the first engine was $5,500 and the cost of the 2nd engine was $3,284.51 (See attached).  In my searches on the internet, I have never found a 2016 KIA ***** engine that costs more than $3,500.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/26/2023

  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.

  We purchased an enhanced warranty when we bought our car in 2019. We had a repair done within the ******* miles. ********* the warranty company. They gave us instructions on how to get our rental car for the repair reimbursed and we havent heard from them since. *** tried re emailing multiple times and no response. This should have been reimbursed in July 2022. Hoping you can help! The first email request was send to ***************************************** on 7/14/2022 Claim # B5131914B. I resent the email on 7/29/2022, and 9/13/2022.

  

  Business Response

  Date: 02/08/2023

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************     
  
  February 8, 2023
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      ***************************
              Contract No: 40160179
              Complaint ID: ********
  
  To Whom It May ******************************* to your recent letter regarding the claim **************** filed with Fidelity Warranty Services, Inc.(FWS). I have carefully reviewed the details of his claim and contract coverage.
  
  According to the information in our system, *************** originally filed a claim with FWS in July *********************************** their vehicle. At the time, FWS approved the claim and rental. However, *************** experienced some issues in trying to submit the rental receipt for reimbursement.Upon receipt of the complaint, FWS contacted **************** and he forwarded the rental invoice directly to our claims analyst. At this time, FWS has processed the reimbursement check, which will be forwarded to **************** in the next ten days.
  
  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

  Customer Answer

  Date: 02/08/2023

   
  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,
  
  Drake ******

• Initial Complaint

  Date:01/11/2023

  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.

  Took car to ******** and took an adjuster days to get out to approve the repair. After it being over a week of time, the adjuster only approved a certain amount of labor after we paid thousands of dollars for this warranty and now we have to pay $687 out of pocket. The repair shops listed as partners do not know how to service ******** benz. The labor costs are what are being denied and this is completely unprofessional of this company especially since the car has been sitting there for a week AND is a repair that must happen. If the labor costs are too expensive that is not our problem since we paid for a warranty that says it covers repairs. It does not say it doesn't cover certain labor costs. This is very dishonest and not OK!

  

  Business Response

  Date: 01/19/2023

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************     
  
  January 19, 2023
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:     ***********************
             Contract No: P00018073490
             Complaint ID: ********
  
  To Whom It May ******************************* to your recent letter regarding the claim filed by **************** with Fidelity Warranty Services, Inc.(FWS). I have carefully reviewed the details of his claim and contract coverage.
  
  A claim was reported to FWS on January 4,2023, regarding **************** vehicle shaking and stopping. The repair facility determined that this was due to a faulty valve body within the transmission. As a result, an inspection was performed on the vehicle on January 9, 2023, to determine the cause of the problem. The inspection confirmed the failure and FWS authorized the replacement of the valve body. On January 11, 2023, the repair facility contacted FWS to challenge the amount of labor approved. After careful review, the labor time was adjusted and FWS confirmed with the repair facility that the new labor time was satisfactory. The repair facility also confirmed that **************** would only be charged their $150.00 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. Paralegal

  
  

• Initial Complaint

  Date:12/02/2022

  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.

  When I bought my vehicle 3 years ago I was talked in to buying an extended warranty for it since it is a used car. I was told that it is the "platinum" warranty and that it covers everything bumper to bumper excluding the windshield. I tried to use my warranty service today since I had 3 wires that were chewed through by rodents at my work and was told that this is not covered because they consider this on outside force even though audi uses a soy based compontent on their wiring which is known to attract rodents and cause this problem. They never mentioned any of this when I was sold the car and the extended warranty. I ended up paying $632.95 when it should have cost me the $250 deductible that I agreed on. Now that I am trying to cancel my contract they want to charge me a fee and make me jump through a bunch of hoops to cancel.

  

  Business Response

  Date: 12/15/2022

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  December 15, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:     *********************-Contract No. P00013121987
             Complaint ID No. ********
  
  To Whom It May ******************************* to your letter regarding the complaint filed by ****************** against Fidelity Warranty Services, Inc. (FWS).
  
  We apologize for any issues you encountered while attempting to cancel your contract. According to the information in our system,FWS was advised by ****************** that rodents gnawed through some wires in her vehicle.****************** was advised that rodent damages are not eligible for coverage,since that is not considered a mechanical breakdown, as defined under the terms of the contract.
  
  Please refer to the section of the contract titled, Exclusions From Coverage, which states:
  
  MECHANICAL BREAKDOWN: The failure of a Covered Part (as defined in VEHICLE COVERED PARTS) due to (1) faulty workmanship or materials supplied by the original vehicle manufacturer or distributor; (2)a gradual reduction in operating performance as a result of normal wear and tear.
  
  However, FWS is prepared to process Ms. ******** cancellation request.  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.
  
  For us to process the cancellation, please forward to us (i) a copy of the contract indicating how much was paid for the contract;(ii) the mileage currently on the vehicle, and (iii) a statement from the lienholder indicating that no credit was ever received from the dealership.  In addition, please complete the attached cancellation form.  Once this information is received, we will process the cancellation effective on the date in which the cancellation request was made and issue a pro-rata 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 you.
  
  Please forward the additional information regarding this matter to my attention at the above listed address or via the facsimile number listed above. Once we receive the requested information, we will be better able to review the matter. Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,
  

  /S

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

  
  

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18514346
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18514346
  
  I am rejecting this response because:

   

  I do not accept Freedom Mortgage's response today based on the fact that I do qualify per the guidelines from ****************** and the guidelines stated in their response. Freedom Mortgage has inaccurate information in their response for the financial data/***. I have qualified to have my PMI cancelled months ago based on the *** of a REFINANCE and my excellent payment history. The financing in April 2020 was a REFINANCE to my original mortgage in April of 2018 to lower my APR. My appraised value at the time of the REFINANCE was $270,000 which would bring me to 80% *** at $*******. I have all contracts and records that Freedom Mortgage should have from the refinance seeing they purchased my loan in 2022. I am requesting my PMI be cancelled and any PMI payments I have made since the ******* balance be refunded. From Freedom Mortgages perspective they feel they will be collecting PMI for a very long time after it ends per my original contract. I have paid extra monthly on my principal to end my PMI before the contractual end date in April 2023. I am baffled that Freedom Mortgage buys loans and tries to collect additional fees and insurance when they don't even have the correct contractual data. 

  
  

  Thank you.

  
  
  

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

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18514346
  
  I am rejecting this response because:
  You should be paying for the repair of my vehicle.  It was damaged by rodents due to a manufacturing flaw.  Audi uses a soy based component on the wiring that attracts rodents.  Where I work theres a lot of wildlife.  None of my coworkers have ever had this problem.  The rodents are attracted to my car due to Audi using a rodent food source!  When I was purchasing the extended warranty I was told it covers EVERYTHING bumper to bumper.  This should be covered according to *************.  The total cost was $632.95.  Minus the $250 deductible you owe me $382.95.
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/11/2023

  I think you are missing what I am trying to request.  I am requesting that fidelity pay for the repair to my vehicle that was caused by rodents due to a manufacturing design flaw.  I was told that if I cancel I will get very minimal money back since my contract was up at the end of December and they will charge me fees to cancel negating any money I would have received back.  What I am requesting is that you pay the difference of the total cost of repairs minus my $250 deductible.  I have already sent the invoice and receipt from the Audi dealer and it includes the mileage on my car at the time that the damage was repaired.  This money came out of my pocket and I have not been reimbursed by anyone including my insurance company.  When I buy an extended warranty I expect that it will pay for damages of this nature. I was never told otherwise. 

  

  Business Response

  Date: 01/19/2023

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  January 19, 2023
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:     *********************-Contract No. P00013121987
             Complaint ID No. ********
  
  To Whom It May ******************************* to your follow-up letter regarding the complaint filed by ****************** against Fidelity Warranty Services, Inc. (FWS).
  
  Once again, we are sorry to hear of the rodent damage that ****************** experienced in her vehicle. However, rodent damages are not eligible for coverage, since it is not a mechanical breakdown, as defined under the terms of the contract.
  
  Please refer to the section of the contract titled, Exclusions From Coverage, which states:
  
  MECHANICAL BREAKDOWN: The failure of a Covered Part (as defined in VEHICLE COVERED PARTS) due to (1) faulty workmanship or materials supplied by the original vehicle manufacturer or distributor; (2)a gradual reduction in operating performance as a result of normal wear and tear.
  
  Should ****************** have any additional questions, she may contact me at the telephone number listed above.
  
  Sincerely,
  

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

  
  

• Initial Complaint

  Date:11/28/2022

  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.

  car broke down on 11/7/22 had it taken to garage they said they think it needs a new motor it wont start.contacted the warranty company told them they have been giving me the run around for 3 weeks now the garage said it would cost me ***** to tear down motor the warranty company said ***** didnt need torn down,then got call from agent that said it does need torn down then the following day got a call from another agent from warranty company saying no it didnt need torn down the agent who told me that was just jumping the gun and to this day still giving me run around my car is still there not running no work done no straight answers from warranty company i want my car fixed i want the warranty company to pay for it and to pay labor also i am done with all the run around i am getting i have no car to drive and i am still having to make my car payment for a car that is not running or fixed

  

  Business Response

  Date: 12/14/2022

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  December 14, 2022
  
  Better Business Bureau
  4411 ************************************************************************** 33407
  
  RE:      ***************************************-Contract No:  48033546
              Complaint ID: ********
  
  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 Mr.********* claim and vehicle service contract coverage.
  
  A claim was reported to FWS on November 10, 2022, regarding Mr. ********* vehicle being unable to start. At the time, the ***************** Manager indicated that the vehicle had signs of modification and improper repairs. FWS advised the repair facility that ******************** would need to authorize teardown to the point of failure, to determine the cause and extent of the problem. However, the claim would not be covered if the failure was due to outside influence.
  
  On November 23,2022, a virtual inspection was performed on Mr. ********* vehicle to determine the cause of the problem. The inspection revealed the following: (1) the airbox was missing the filter cap and hardware; (2) the air box was not secured to the vehicle; (3) an aftermarket hose with no clear purpose was connected to the top of the engine as well as to the air intake lube; (4) there was a wire connector not in its original location; (5) the top battery bracket was unsecured and was missing hardware; (6) the oil dipstick was overfilled, indicating a large amount of new oil was added to the engine after the failure; (7) the bolt for the hold down bracket for the battery was loose; and (8) there was an incorrectly positioned connector near the hood latch area. The repair facility could not determine the reason for the modifications, nor the cause and extent of the problems.
  
  The repair facility was asked to obtain teardown authorization from ******************** to determine the cause of the problem. To date, ******************** has not provided teardown authorization. Thus, the claim was closed. The contract specifically states,under the section entitled, How to Make a Claim: 
  
  IN ORDER TO MAKE A CLAIM UNDER THIS SERVICE CONTRACT YOU MUST:
  
  1. PROVIDE TEARDOWN AUTHORIZATION WHEN REQUESTED BY FWS, SO THAT THE REPAIR FACILITY CAN PROVIDE AN ACCURATE DIAGNOSIS AND ESTIMATE OF REPAIRS. WE ARE NOT OBLIGATED TO REIMBURSE YOU FOR TEARDOWN COSTS IN THE EVENT THE REPAIRS ARE NOT COVERED UNDER THE PROVISIONS OF THIS SERVICE CONTRACT;
  
  FAILURE TO COMPLY WITH THE RESPONSIBILITIES OUTLINED HEREIN MAY RESULT IN THE DENIAL OF YOUR CLAIM.
  
  Under the terms of Mr. ********* contract, FWS will not pay or reimburse him for any claims where the damage or loss is the result of alteration to the vehicle, unless authorized by the manufacturer. Please refer to the section of the contract titled, Exclusions From Coverage, which states:
  
  EXCLUSIONS FROM COVERAGE: THIS SERVICE CONTRACT WILL NOT PAY OR REIMBURSE YOU FOR:
  
  ANY LOSS, DAMAGE OR EXPENSE CAUSED BY ACCIDENTS, ANY ALTERATION TO THE VEHICLE OR THE COVERED PART, USE OF OVERSIZED OR UNDERSIZED TIRES OR WHEELS, ALTERATION TO THE VEHICLE NOT AUTHORIZED BY ITS MANUFACTURER OR BY A MANUFACTURER-APPROVED INSTALLER THAT CAUSES THE MANUFACTURER TO DENY A FACTORY WARRANTY CLAIM, THE FAILURE OF ANY PART NOT COVERED BY THIS SERVICE CONTRACT, ACCIDENTAL LOSS, FOR A BREAKDOWN CAUSED BY OR INVOLVING MODIFICATIONS UNLESS THOSE MODIFICATIONS MEET THE MANUFACTURERS SPECIFICATIONS (E.G. TIRES TWO OR MORE SIZES LARGER OR SMALLER THAN THE MANUFACTURERS SPECIFICATIONS, LIFT KITS (UNLESS LIFT KIT COVERAGE IS SELECTED ON THIS SERVICE CONTRACT), AFTERMARKET PERFORMANCE PARTS OR SYSTEMS);
  
  7. ANY MECHANICAL BREAKDOWN CAUSED BY MISUSE, ABUSE, NEGLIGENCE (INCLUDING THE NEGLIGENCE OF ANY REPAIR FACILITY), IMPROPER TOWING, OR LACK OF MAINTENANCE OF THE FAILED COVERED PART;
  
  8. ANY MECHANICAL BREAKDOWN CAUSED BY CONTAMINATION, DAMAGE AS THE RESULT OF CONTINUED OPERATION WITH AN OVERHEAT CONDITION, LACK OF COOLANT OR LUBRICANTS, LACK OF OIL VISCOSITY, SLUDGE, RESTRICTED OIL FLOW, SALT, RUST AND RUST DAMAGE,ENVIRONMENTAL DAMAGE, OR CHEMICALS;
  
  Thus, the claim will remain closed until ******************** provides teardown authorization to the repair facility so they may complete their diagnosis. Once the repair facility can complete their diagnosis, a decision will be made regarding this matter. Please note that FWS will not cover the teardown charges unless the claim is covered under the contract.
  
  Should you have any questions regarding this matter,please contact me at the telephone number listed above.
  
  Sincerely,

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

  
  

• Initial Complaint

  Date:11/22/2022

  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.

  Vehicle went in for service at a dealer ****+ miles away from home on 11/12/22. Inspector arrived 2:47pm EST on 11/14/22. 11/16/22 Service Advisor from the dealer called for an update on the inspection. I called Fidelity 11/18/22 for an update on the inspection and was advised their records indicated inspection had not been completed and that Fidelity would cover the additional rental time due to the inspector delay. Claim was approved 11/21/22 after an extended inspection delay but Fidelity refused to cover the retail price of the parts and the additional rental time. Fidelity claims that is common practice and has been for years that they only pay MSRP for parts. After reviewing the Service Contract I found that the liability of parts pricing was not limited. While speaking with customer service at ********************** they stated they did not read the contract and that I would not find anything in the contract limiting their liability of pricing of parts. They placed me on hold for 35 minutes while they "researched the situation". I was advised a supervisor would contact me the same day. Fidelity Warranty Services is in breach of contract and is not honoring our agreement to make repairs on covered components with only my $100 deductible.

  

  Business Response

  Date: 12/02/2022

  
  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  December 2, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      *********************-Contract No. P00018784553
              Complaint ID: ********
  
  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 ************** claim and vehicle service contract coverage.
  
  ************* claim was first reported to FWS on November 14, 2022, regarding the failure of the following items: timing cover gasket, front engine mount, and the left front mirror. On November 17, 2022, an inspection was performed on the vehicle which verified the failures and indicated there was no sign of physical damage or impact. Thus, the claim was authorized and paid pursuant to the Manufacturer Suggested Retail Price of the manufacturers website.
  
  However,FWS is prepared to re-evaluate ************** claim. We are requesting that *********** forward the paid repair receipt, showing the actual cost of the parts used for the repairs, for processing pursuant to the terms of the contract, less the applicable deductible. He may forward the receipt to the undersigned via facsimile at the fax number listed above.
  
  Should ************ have any questions, he may contact me at the telephone number listed above.
  
  Sincerely,

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

  
  

• Initial Complaint

  Date:11/21/2022

  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.

  ** 11/14/ 2018 I purchased a 2016 ***** S 60 inscription model from DARCARS of ********* **. The car had approximately ****** miles. ** part of the purchasing process, I was sold an extended warranty from Fidelity Warranty Services at a cost of $2200 for coverage of 8 years/100000 miles. ** the morning of 10/10/2020 at approximately 6 AM while on my way to work the car indicated that the engine was overheating and that I should stop the engine immediately. I did as the message said and had the car towed to my regular mechanic. The mechanic examined the car and found that the engine was probably blown. I then handed taken to DARCARS of ********* and instructed them that I had an extended warranty. After approximately 4 days I received a call from one of the service managers Are DARCARS stating that Fidelity Warranty Services would not cover it because it was due to abuse and that the car was driven while it was overheating. I informed them that that was not the case and provided the two receipts for the tow trucks. They are however still refusing to cover the repairs because of abuse. I informed them that this was 6 AM in the morning and the car overheated for miles from my home. They stated they did not care because they had never seen one that bad before. After they informed me of their final decision, I requested a written copy of that decision I was told by ************************* that I had to request it in writing and he provided me with an email address. I have since sent two emails requesting the documents with no response from FWS. Throughout the process, FWS has never returned a phone call or an email and continues to ignore all calls and emails. I was initially given an estimate of $18,000 to repair the car. However, on 11/16/22 I was at DARCARS to retrieve some items that were left in the car, and I also spoke to one of the service managers whose name is ***. I was then given a new estimate for $23,432.62. This included $9200 for 20 hours of labor which works out to $460 per hour. While there I also noticed that the car was checked in to both shops at ****** however the car now has ****** miles. ** 11/21/22 I contacted the general manager at DARCARS to seek his assistance in getting the requested documents from FWS he told me that he has nothing to do with them and that he could and would do nothing to assist me. I asked him why then he is selling a worthless product he states that he has no idea. I therefore will never again use DARCARS for anything service or purchase. It is important to understand that FWS does not pay any large claims. It will pay small claims to make itself look good and reputable. However if one reads their reviews online one will notice that they never pay any claim over $5000.The customer service is also terrible they never return calls or answer emails.

  

  Business Response

  Date: 11/30/2022

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  November 30, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      ***********************************
             Contract No: 33366103
             Complaint ID: ********
  
  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 his claim and vehicle service contract coverage.
  
  Mr. ********** claim was first reported to FWS on October 12, 2022, regarding a non-functioning thermostat in his vehicle. At the time, FWS authorized the replacement of the thermostat.
  
  On October 13, 2022, the repair facility contacted FWS regarding Mr. ********** vehicle and explained that the replacement of the thermostat would not fix the issue and they would need to replace the engine as well. According to the repair facility, ********************** explained that the vehicle started to overheat while he was driving the vehicle from another shop. On October 14, 2022, an inspection was performed by an independent inspection company on the vehicle to determine the cause of the problem. The inspector indicated that the intake and thermostat were removed to show the damage to the engine. The inspection revealed cracks inside the block where the thermostat is housed, as well as melted plastic in the port where the thermostat housing connects to the block. The melted plastic and crack in the block are consistent with continued operation of the vehicle in an overheat condition. More specifically, the inspector concluded that the cause of the issue was [i]nternal material failure of the engine due to severe overheating and continued operation.  See Inspection Report, pages 2-3 of 8.    The claim was denied because mechanical breakdown due to overheating is specifically excluded under the terms and conditions of Mr. ********** 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:
  
  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;
  and
  
  Your Responsibilities: To Be Eligible:
  
  2. Use all means to protect your vehicle from further damage in the event of a mechanical breakdown. Without limiting this general rule, specifically, you must stop the vehicle immediately and have it repaired before driving it further.
  
  Thus, the claim will remain denied. Should you have any questions, you may contact me at the telephone number listed above.
  
  Sincerely,
  

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

  
  

• Initial Complaint

  Date:11/09/2022

  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 my car 6/18/2020 and got the warranty from Fidelity Warranty Services,Inc. paid $3771.00. I bring the car to a Chrysler dealer regularly for oil changes etc. in October the engine light came on, my molar app kept sending messages that something was wrong plus I could tell something was wrong by the way it was running so I brought it to the Chrysler dealer I go to. They checked it out and told me if I wanted it fixed, of course I did I wouldnt want it to get Worst They asked if I had a warranty I said yes but not with me they said all I needed to do was to call them and send in the bill to them People do it all the time. I guess other warranty companies accept your car getting fixed & not getting worst . When I called Fidelity they told me I needed to call them first ( Really drive a car that the engine light is on getting messages from molar and the car not running right? ) Then was told to send an email of the situation I did of course never received a reply. Emailed them again telling them I never received a reply if they would please reply. Still havent. Why did they tell me to send a email to the address when they werent going to reply? And I took the car to a car dealership?

  

  Business Response

  Date: 12/01/2022

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  December 1, 2022
  
  Better Business Bureau
  4411 ********************************************************************************
  
  RE:      *************************
              Contract No.: 43418991
              Complaint ID: ********
  
  To Whom It May ********************* note that a response was posted on November 18, 2022.  We are attaching it to show that we responded to this matter on November 18, 2022.

  Sincerely,

  **********************************

  Sr. Paralegal

   

   

  Customer Answer

  Date: 12/10/2022

   
  Complaint: 18381604
  
  I am rejecting this response because: I purchased the warranty 6/18/20. Ive never used the warranty since I purchased it. Ive been getting it serviced at a Chrysler dealer since I brought it.  The check engine light came on and it wasnt running right also I kept getting messages on my phone unconnect so I brought it to the dealership right away because I didnt want it to get worse then it would be a major expense. So the dealership asked if I had a warranty I said yes not with me he said thats fine all you have to do is call them up then send your information in people do it all the time. I paid $3,771.00 for this warranty I drove this car for 21/2 years with no repairs and your not going to Honor your contact when other warranty companies do? 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/20/2022

  
  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  December 20, 2022
  
  Better Business Bureau
  4411 *********************************************************************************
  
  RE:      *************************
              Contract No.: 43418991
              Complaint ID: ********
  
  To Whom It May ******************************* to your follow-up letter regarding the claim filed by ****************** with Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of her claim and vehicle service contract coverage.
  
  We are sorry to hear that ****************** is unhappy with the proposed resolution.  However, FWS is prepared to review the decision regarding ******************** claim.  Thus, we are requesting that ****************** provide a copy of the final invoice along with the proof of payment for review.  ****************** may submit the documents via facsimile at the fax number listed above.  Once FWS has a chance to review the documents requested, a final decision will be made regarding this matter. 
  
  Should ****************** have any questions regarding this matter, she may contact me at the telephone number listed above. 
  
  Sincerely,

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

  
  

  Customer Answer

  Date: 12/27/2022

   
  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,
  
  *************************

  l Faxed my bill and receipts to the business