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.

close

Find a Location

Fidelity Warranty Services, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/30/2022

  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.

  This is a complaint regarding Fidelity Warranty Services, Inc. and their failure to honor our warranty with them. I am attaching documents, with further details. We have had multiple issues with our 2012 ***** Sonic and our mechanic at ************* in *********, **, recommended several times, that the engine be replaced. Fidelity refused to replace the engine each time, citing some other cause for the issue, despite expert certified Chevrolet technicians, who deal with these cars on a regular basis, telling them the engine needed replacing. I feel we have been treated unfairly and stonewalled. The contract details, Fidelity claims absolves them from responsibility are NOT on the warranty agreement I signed. Also, if they had replaced the engine one of the previous times it was suggested, we would not be in the burdensome position we are in now. I want them to replace the engine in my car and I am willing to release them from any further responsibility after the replacement of the engine has been successfully completed, to my satisfaction. Additional details, involving the purchase of the car, warranty, communications with the warranty company, etc. are included with the uploaded documents If you need further details, you can reach me at **************, at **************** or you can contact my wife, *************************** at **************, at ****************** Thanks very much. Sincerely, ********************************.

  

  Business Response

  Date: 11/09/2022

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:  ************
  
  November 9, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      ********************************
              Contract No. P00013076206
              Complaint ***********
  
  To Whom It May ******************************* to your recent letter regarding the complaint filed by ****************** against Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of ****************** claim and contract coverage.
  
  Mr. *************** previously filed a complaint with FWS regarding the claim, which was filed on September 8, 2022, regarding the check engine light being lit in ***************** vehicle and the vehicle running rough. As indicated in the response letter which was attached, ****************** attorney was advised that Mr. *************** was close to reaching the Limits of Liability of the contract.
  
  Please refer to the section of the contract titled, Limits of Liability, which states:
  
  LIMITS OF LIABILITY: The aggregate total of all benefits paid or payable during the **** of this Service Contract shall not exceed the price YOU paid for YOUR vehicle... WE assume no other obligation or responsibility with regard to the vehicle. WE neither assume, nor authorize anyone to assume for US, any additional liability.
  
  According to the information obtained, ****************** purchased his vehicle for $5,889.83. At the time of the claim, FWS had already authorized and paid $3,640.08 in claims regarding ****************** vehicle. Based on the Limits of Liability section, ****************** contract, only had $2,249.75 remaining towards the Limits of Liability. Therefore, FWS authorized $2,249.75 towards the final claim. ****************** has reached the Limit of Liability and thus FWS no longer has any obligation or responsibility towards the vehicle.
  
  We trust that this has answered any additional questions that ****************** has regarding this matter. Should ****************** have any additional questions, he may contact me at the telephone number listed above.
  
  Sincerely,
  

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

  
  

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18334413
  
  I am rejecting this response because:
  

  I do not dispute the language regarding the warranty claim limit, even though that language is nowhere on the contract I signed.  My issue is with the repeated refusal to follow the recommendation from *************, to replace the engine to begin with.  It was recommended multiple times before now and if the engine had been replaced when it was first recommended, we wouldn't be in this predicament now.  This is not fair and not our fault.  I am hoping Fidelity Warranty will do the right thing and replace the engine, so we can resolve this matter.

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

• Initial Complaint

  Date:10/27/2022

  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.

  Agreement No - P00018003397/ Last 6 of VIN - HCY46213 - On 9/30, my vehicle was towed to *******************. I received a phone call from ****, a Jaguar Technician, who informed me that Jaguar had received the vehicle from Roadside assistance and would proceed to diagnose the problem. The technician concluded the vehicle needed an engine replacement due to internal engine damage, which was caused by a head gasket failure. **** contacted Fidelity Warranty Services to confirmed the repair would be covered, then contacted me for me to pick up the loaner vehicle.- 10/3, ******************* stating Fidelity Warranty Services has abruptly requested a tear down of the engine so they could send an automotive inspector to confirm the root cause. ******************* further stated it would cost $3,500 to tear down the engine, which would be my responsibility if the cause of the failure was of my own negligence. - 10/19, I was contacted by ******************* who stated that Fidelity Warranty Services has denied the claim, as their 3rd party inspector concluded the issue was caused from the vehicle being driven for an extended period in an overheated state. This is not true, as the vehicle never indicated it was overheating and the vehicle shutdown immediately after the issue begin.The root cause of the issue was a head gasket failure, which caused the coolant to leak, then caused the subsequent internal engine damage. This was unpreventable as I would have no way of knowing of a internal head gasket failure. Therefore, Fidelity Warranty Services are obligated to fulfill their portion of the contract, by paying for the cost of the engine replacement and the cost for tearing down the engine. Nonetheless, Fidelity Warranty Services continues to evade their responsibility by falsely claiming the issue was due to overheating and being driven for an extended period. This is simply not true and Fidelity Warranty Services must be held accountable.

  

  Business Response

  Date: 11/03/2022

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  November 3, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      *************************-Contract No: P00018003397
              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.
  
  A claim was reported to FWS on September 30, 2022, regarding the engine in ****************** vehicle ceasing to function while he was driving, and a coolant leak under the vehicle. The repair facility determined that the engine would need to be replaced.
  
  An independent inspection was performed on ****************** vehicle on October 3, 2022, to determine the cause of the problem. The inspection revealed numerous fault codes indicating that the knock sensor was high, and cylinder number three misfired. The inspector verified there was no compression in the engine, and the engine oil had pieces of fine metal. Additionally, there was also an orange-colored antifreeze stain, but the repair facility was uncertain of where it originated. The inspector determined that the failure was consistent with a long-term coolant leak, along with a timing chain failure resulting in a catastrophic failure to the vehicle. The repair facility was asked to obtain teardown authorization from ****************, to determine the cause of the failure and extent of damage to the engine.
  
  A second inspection was performed on ****************** vehicle on October 18, 2022, after the repair facility obtained teardown authorization. The second inspection revealed that the piston on the right bank showed severe detonation, and the lower portions of the pistons were burned and showed vertical scoring of the cylinder walls. The cylinder heads and engine block were also warped beyond the manufacturer's specifications. There was evidence of the coolant staining the engine valley and the right front cylinder wall. As a result, the claim was denied, because of overheat condition, which is specifically excluded under the terms and conditions of ****************** contract.Please refer to the section of the contract titled, What this service contract does not cover which states:
  
  Negligence, misrepresentation or misuse:
  
  24. Damage caused by contamination,overheating, lack of coolant, a lack of lubricants, an improper specification (type) of fluids, lack of oil viscosity, sludge or restricted oil flow.Examples include but not limited to: engine and transmission.
  
  Thus,****************** claim will remain denied. Should **************** have any questions, he may contact me at the telephone number listed above.
  
  Sincerely,
  

  /S

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

  
  

• Initial Complaint

  Date:10/27/2022

  Type:Order 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 4 year Fidelity Gold Warranty on August 19, 2021 (contract P00019494579). In September 2022, my 2019 Chevrolet was taken to a Chevrolet dealer and I was told there were some engine issues. The warranty was still current with miles left on the warranty. Chevrolet was in communication with Fidelity. On October 5, 2022, they were told by the warranty company (*******************) that if it was an engine or a warped part it would be covered. Fidelity came to inspect the car and it was approved by them to tear it down and the dealership began ordering parts. October 20th, Fidelity said they needed to evaluate the car because too many parts were being ordered??? They then denied the claim stating the car was abused???? Now my car is sitting at the dealership torn apart because Fidelity is reneging on their approval. How is that fair to me as the customer or to Chevrolet who had already put in time and labor? This is horrible business and I intend to take it to small claims court if Fidelity does not make it right. My car had been waiting for over a month. I have no car and have been paying for temporary transportation because Fidelity lead us to believe my claim was approved and the problem with my car would be serviced. I am beyond disappointed and frustrated. I called Fidelity on October 25, 2022 to dispute the denial and I received an email from them the next day stating they are unable to assist with the repairs. Thanks for nothing. I will be filing with small claims for breach of contract.

  

  Business Response

  Date: 11/09/2022

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  November 9, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:    *************************
             Contract No: 50989250
             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 Ms. ******* claim and vehicle service contract coverage.
  
  Ms. ******* claim was first reported to FWS on September 27, 2022, regarding the check engine being lit in the vehicle and the vehicle running hot. At the time, the repair facility informed FWS that the coolant outlet on the engine was leaking and needed to be replaced before they could check anything else in the vehicle. FWS authorized the coolant outlet.
  
  On October 4, 2022, the repair facility contacted FWS once again regarding Ms. ******* vehicle.  At the time, they indicated that the vehicle had low compression of all cylinders and recommended the replacement of the cylinder head. An inspection was performed on the vehicle on October 4, 2022, and the inspector performed a compression test which revealed that the compression was low. Thus, it was determined that teardown authorization would have to be obtained to determine the cause of the problem. The second inspection was performed after the teardown, which revealed that the cylinder head was warped at least ****, which is more than **** over the factory specification. Thus,the claim was denied because of overheat. However, upon receipt of your correspondence, FWS re-evaluated this matter and on November 9, 2022, authorized the claim for $4,659.64, which brings the total payout to $4893.54. 
  
  We trust that this matter was resolved to Ms. ******* satisfaction, as FWS values her as a customer. Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,
  

  /S

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

  
  

• Initial Complaint

  Date:10/07/2022

  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.

  On 12/22/2018 I purchased a vehicle from ******************************************************* dealer in *** Nuys ** and was sold a Fidelity Warranty Services tire service and an extended vehicle warranty for $3,500. It was a new vehicle with a 5-year and 100,000-mile warranty, the extended warranty was to run 5 years and ****** miles after the manufacturer warranty was out. At 4 years and *******, the engine block cracks and either party refuses to honor anything stating the extended warranty ran side by side with the manufacturer warranty and is now expired.

  

  Business Response

  Date: 10/14/2022

  
  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  October 14, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      *******************************
              Contract No: P00009391643
              Case ID No. ********
  
  To Whom It May ***************** am responding to your recent 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.
  
  ********************** contacted FWS on October 6, 2022, regarding the term of his contract. At the time, he was notified that his contract was expired by *****. ********************** purchased the service contract on December 22,2018, while the vehicle had 13 miles. It was purchased for a term of 60 months or ****** miles, and thus was due to expire on December 22, 2023, or when the vehicle reaches ****** miles. ******** under the service contract begins on the purchase date and the current odometer reading. ********************** contacted FWS when his vehicle had ******* miles, which is more than ****** miles over the term of the contract. Thus, the contract is expired. Please refer to the section of Mr. ********** contract:
  
  SERVICE CONTRACT PERIOD: ******** under this Service Contract begins on the SERVICE CONTRACT PURCHASE DATE and the CURRENT ODOMETER READING shown on this Service Contract. ******** under this Service Contract expires: (1) based on TERM or MILEAGE (as shown on this Service Contract), 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.
  
  As such, Mr. ********** service contract has expired, and no additional claim will be processed under the contract. Should you have any additional questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,

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

  
  

• Initial Complaint

  Date:09/28/2022

  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.

  We purchased a 5 year 60k warranty contract from Fidelity in October 2021 and were told that this warranty would cover everything powertrain related now that we have a claim we are being denied stating exclusions that are not listed on the service contract. Additionally we are being told that we don't have the correct level of coverage. No additional coverages were offered to us at the time of purchase. This company is refusing to cover the warranty item.

  

  Business Response

  Date: 10/03/2022

  WRITER'S DIRECT LINE:   ************
  WRITER'S DIRECT FAX:    ************
  
  October 3, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      ***************************
              Contract No.: P00019984774
              Your Case ID ********  
  
  To Whom It May ***************** am responding to your recent letter regarding the recent claim filed by ****************** with Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of Mr. ******** claim and vehicle service contract coverage.
  
  A claim was reported to FWS on September 26, 2022, regarding a noise concern in Mr. ******** vehicle.  At the time, ****************** was advised to ask the repair facility to contact FWS regarding the vehicle.  On September 28, 2022, the repair facility contacted FWS and verified that the left front wheel bearing needed to be replaced. The repair facility and ****************** were advised that the claim was denied because the wheel bearing is not covered under the terms and conditions of Mr. ******** contract level; since it is not specifically listed as covered under the Powertrain coverage purchased. The issue is not Powertrain related.  Please refer to the section of the contract titled, Exclusions From Coverage, which states:
  
                                This Service Contract will not pay or reimburse you for:
  
           14.Under Powertrain and Gold coverages, any part that is not specifically listed as covered under the coverage selected;
  
  We believe that Mr. ******** claim was processed pursuant to the terms and conditions of his service contract.  Should ****************** have any additional information he would like us to consider or have any further questions please do not hesitate to contact me at the telephone number listed above.
  
  Sincerely,
  

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

  
  

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18141763
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/13/2022

  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 brought my car up to the dealar (*********************, *********, **) for a routine oil change and investigate a sputter. I was later told I needed a new transmission. That it is bad and needs to be replaced. I let them know I had an extended warranty. Coverage plan is Platinum (PXP) P00002833493. I called last week to Fidelity to see what the hold up was...and they mentioned an adjuster was sent and I'd be covered. Now today I get a call from the dealer stating Fidelity will not cover it. This is the most frustrating thing ever. So I called Fidelity again. Today was told it's not covered on the Platinum package I purchased, WTH? No where does it say the transmission is not covered. Now I am being charged $5000+ in order to get this fixed. I have out been without a car for 2 weeks. This repair should be covered, why is it not? If it's not going to be covered, then I want reembursment for the $2129.00 I have clearly wasted on this extended warranty plan plus the cost of the repairs.

  

  Business Response

  Date: 09/21/2022

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  September 20, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      ***************************- Contract No. 21953385
              Complaint ID No. ********
  
  To Whom It May ***************** 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 vehicle service contract coverage.
  
  A claim was reported to FWS on September 2, 2022, regarding the transmission shuttering and not accelerating in ************* vehicle. An inspection was performed on the vehicle on September 6, 2022 to determine the cause of the problem. *** inspection revealed failure of the transmission in ************** vehicle. FWS informed the repair facility that the claim is not covered under ************** Powertrain Wraparound contract, since the contract does not cover any powertrain in the vehicle. Please refer to the section of the contract titled, Exclusions From Coverage, which states:
  
  This service contract will not pay or reimburse you for:
  
  15.Under all coverages, any and all engine, transmission/transaxle/transfer case,and Drive train (including front-wheel drive, rear-wheel drive and four-wheel drive) parts or Components, unless the term/mileage selected on this service contract exceeds the term of the manufacturer certified warranty and the manufacturers certified warranty is expired;
  
  On September 6, 2022, it was determined that ************** vehicle was still under the manufacturers certified warranty.Ms. Miles vehicle is a 2016 ****** Maxima, which has ****** miles. *** manufacturer provides a warranty of 7 years/******* miles. ******************* vehicle would be covered until March 31, 2023, or when the vehicle reaches ******* miles, whichever comes first. FWS informed the repair facility that ************** vehicle is still covered under the manufacturers Certified Preowned warranty, and they should file the claim with the manufacturer. FWS also notified ************** of that fact. *** repair facility erroneously informed ************** that she would have to pay the claim out of pocket. Upon receipt of that information, FWS contacted the repair facility once again to clarify the information provided. *** service manager advised FWS that they would file the claim with the manufacturer, and FWS notified ************** who was agreeable to this plan of action.
  
  Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,

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

  Customer Answer

  Date: 09/23/2022

   
  Better Business Bureau:
  

  I actually meant to log back in and cancel this complaint.  Fidelity contacted me with information.  It's was a missunderstanding where the dealer is actually at fault and not Fidelity.  They were great and helped me understand what was going on.  Sure wish the dealer would have done the same.

  Everything with Fidelity is fine now and they were not at fault.

  
  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:08/31/2022

  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.

  on 09-26-21 I purchased a car along with a warranty . I paid $2284 for the warranty from Fidelity Warranty Services and sold the car in June 2022 after driving the car ***** miles. ***** waiting 8 weeks for a refund from the warranty I called Fidelity. The person I spoke with informed me I was only entitled to a refund of *****% of the original amount I paid as Fidelity used the date when the car was first purchased on 01-01-18. When I asked to speak with a supervisor I was transferred to a answering machine. A week later as no one called me back, I again called Fidelity and spoke with a supervisor. I was told she would get with their legal ***** and called me back. Latter that evening the same supervisor left a message on my answering machine advising me she had contacted the legal ***** and would be calling me back. I have not heard back. I believe I am entitled to a full refund, minus the months I used the car. I would also like to note their website states " the vehicle service contract begins on the purchase date " it does not state on their website the coverage begins when the orginal owner purchased the vehicle.

  

  Business Response

  Date: 09/14/2022

  
  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  September 14, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      *************************
             Contract No. P00019925711
             Complaint ***********
  
  To Whom It May ***************** am responding to your recent letter regarding the complaint filed by *****************************, with Fidelity Warranty Services, Inc.(FWS) pertaining to the cancellation of his contract.  We apologize for any mishap ****************** experienced in the handling of the cancellation of his contract. 
  
  This letter is to provide ****************** with a detailed explanation of how the refund amount was calculated upon the cancellation of his contract. 
  
  Please note that under the terms of Mr. ******** service contract, the service contract period is defined as follows:
  
  SERVICE CONTRACT PERIOD: Coverage under this Service Contract begins on the SERVICE CONTRACT PURCHASE DATE shown on this Service Contract. Coverage under this Service Contract expires: (1) based on TERM or MILEAGE (as shown on this Service Contract) from the Manufacturers ******************* Date and 0 miles (not the SERVICE CONTRACT PURCHASE DATE and CURRENT ODOMETER READING), whichever comes firstIf no Manufacturer ******************* Date or the incorrect Manufacturer ******************* Date is entered on this Service Contract, WE will use January 1 of YOUR vehicles model year to calculate TERM expiration.
  
  Thus, when a customer buys a Powertrain Wraparound for Used Vehicles with a Manufacturer Certified Warranty contract, he/she is buying the time and/or mileage remaining on the manufacturers warranty. The contract begins on the SERVICE CONTRACT PURCHASE Date.  However, if no Manufacturer ******************* Date or the incorrect Manufacturer ******************* Date is entered,then we will use January 1 of Your vehicles model year to calculate Term expiration. In this instance, the incorrect Manufacturers ******************* date was used when the service contract was purchased. As a result, pursuant to the contract, the vehicles 2018 model year was used to calculate the term expiration.
  
  The cancellation was calculated as follows:
  
  Product:                                 P00019925711 (SRV)
  
  In-Service Date:                      01/01/2018
  
  Purchase Price:                        $2,284.00
  
  Cancel Date:                            8/17/2022
  
  Effective Cancellation Date:   6/25/2022
  
  Refund Percentage:                 *****%
  
  Cancellation Fee:                    50.00
  
  Pro-Rata Refund:                    $1,712.33
  
  According to the information in our system, ***************** requested a cancellation on June 25, 2022.  The contract was cancelled on August 17,2022, with an effective date of June 25, 2022. Pursuant to the terms of his contract, a pro-rata refund was issued to ****************** in the amount of $1,712.33 and cashed on August 31, 2022.  That amount represents a *****% refund of the amount paid for the service contract. 
  
  FWS hopes that this explanation provides greater clarity and answers all of Mr. ******** questions.  Should you have any additional questions regarding this matter, please feel free to contact me at the telephone number listed above. 
  
  Sincerely,
  

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

  
  

• Initial Complaint

  Date:08/25/2022

  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.

  I have extended warranty with this company, In July 2022, my 2016 **********'s engine died; which is covered in my powertrain coverage. They requested the service department to take the engine out of the vehicle to reinspect it and denied my claim. Out of so many variables that can cause the engine to fail, they find the very thing that they claim it's not covered in the contract, my coverage which I paid extra to have in case of such emergency covers everything under the hood. The repairs of my engine should be fully covered, to make matters worst I am left stranded with four small children. This will be twice that I have to pay full rental fees out of pocket, where the contract states it covers up to seven to ten days of rental costs. To make matters worst, I'm also left with $1200 labor fees for them requesting the dealer to take the engine out to reinspect it. I should not be responsible for something they requested. Back in December 2021, my powersteering hose burst, I had to pay repairs, labor , and rental fees out of pocket. This is a recall issue, and this company didn't cover my rental fees as per my contract.

  

  Business Response

  Date: 09/02/2022

  WRITER'S DIRECT LINE:            ************
  WRITER'S DIRECT FAX:             ************
  
  
  September 2, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      *********************************
              Your File No. 17775774
  
  To Whom It May ******************************* to your letter regarding the complaint filed by ************************************* against Fidelity Warranty Services, Inc.(FWS).
  
  Please be advised that FWS has been unable to locate a contract between FWS and ************************. It would greatly assist FWS if *********************** could forward her contract number, Vehicle Identification Number (VIN#), or a copy of her retail installment agreement from the purchase of this vehicle.
  
  This information can be sent to my attention at the above listed address or via facsimile at the telephone number listed above.Should you have any questions regarding this matter, please contact me at the telephone number listed above.
  
  Sincerely,

  /S

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

  
  

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17775774
  
  I am rejecting this response because: 

  I have mailed my vehicle and contract information as per the business' request to the mailing address the business provided in their response.

  At this time, my complaint has not been resolved. 

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

  

  Business Response

  Date: 09/07/2022

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  
  September 7, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:     *********************************
             Your File No. 17775774
  
  To Whom It May ******************************* to your follow-up letter regarding the complaint filed by ************************************* against Fidelity Warranty Services,Inc. (FWS).
  
  Once again, we apologize for any issues which *********************** might have experienced while trying to contact **. However, as indicated previously, FWS is unable to assist ************************ with her complaint until we can identify her contract.  Ms.*********** ******** to our September 2, 2022 correspondence indicates that she mailed her vehicle and contract information as requested. At this time, FWS has not received this information. FWS will be able to assist ************************ once we receive her contract number, Vehicle Identification Number (VIN#), or a copy of her retail installment agreement from the purchase of this vehicle.
  
  Should you have any questions regarding this matter,please contact me at the telephone number listed above.
  
  Sincerely,
  

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

  
  

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17775774
  
  I am rejecting this response because:

  As per my last response, I have mailed a copy of my contract with vehicle Vin number and information as requested. I mailed this to ***************************************** attention. If she has not received my mail, then it is still in transit.

  At this time, my complaint has not been resolved.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/22/2022

  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.

  I have a 2015 *** ****** that I leased and then bought as certified pre owned vehicle.it has a extended power train warranty. Brought my vehicle in to a *** ****** due to a slight noise I heard and when I investigated Saw there was grease on my CV axle boot, dealership determined that the axle may be bad when claimed on warranty Fidelity denied claim due to the presence of grease on Boot dealership could not confirm there being any type of rip or tear in the boot. The ****** and myself have tried to call warranty company numerous times to get it sorted out. A representative named **** informed me that after speaking with his manager determined that if the joint made any noise the axel would be a covered repair under warranty. When the dealership called back to confirm presence of noise indicating axel issue they changed their minds and denied claim and was told boot would only be covered if seals or clamps were the reason for grease being on the outside of boot not a rip or tear. *** cant see or confirm rip or tear in the boot and the axel now needs to be replaced due to lack of grease but no presence of rips or tears on the boot. After I approved the boot to be replaced out of my pocket i asked for old one back to confirm the boots presence of a rip/tear the ****** then tore off boot because cv joint is seized. Fidelitys way of conducting business is ridiculous and all over the place. They should honor what they say and approve warranty repair like they said they would when I talk to **** and **** spoke with his manager. The dealership and I have tried to clear this up numerous times and explain the situation and they wont hear us. The ****** doesnt understand why this isnt covered or why we get different answers every time we call in.

  

  Business Response

  Date: 09/06/2022

  
  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************     
  
  September 6, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:     *************************
             Contract No. 33620580
             Your Case No. 17752225
  
  To Whom It May ***************** am responding to your recent letter regarding the complaint filed by ***************************** regarding Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of her claim and contract coverage.
  
  A claim was first reported to FWS on August 10, 2022, regarding a complaint of grease on the right front axle of Ms.******** ******** At the time, the repair facility determined that the problem was due to a leaking Constant Velocity (CV) boot on the right front axle. Thus,the claim was denied because CV axle boots are specifically excluded under the terms of Ms. ******** contract.
  
  Please refer to the section of the contract titled, Exclusions From Coverage, which states,
  
  1. Under the 12 month/12,000 mile Platinum coverage, any of the following parts: brake linings, brake drums and rotors, disc brake pads, standard manual transmission clutch friction discconstant velocity joint boots, steering and suspension joint boots, work such as front-end alignment or wheel balancing (except when required in conjunction with a mechanical breakdown), safety restraint systems(Emphasis added)
  
  Subsequently, ****************** informed FWS that there was a noise emitting from the CV axle. ****************** was informed that FWS would need the repair facility to verify the source of the noise. The repair facility informed FWS that the full axle needed to be replaced. FWS informed the repair facility that we would not cover the axle since the boot was leaking and the leaking boot caused the axle failure. Thus, the axle is not covered because of lack of lubrication which is specifically excluded under the terms and conditions of Ms. ******** contract.
  
  Upon receipt of the complaint, FWS re-analyzed the claim and is prepared to reimburse ****************** for the replacement of the right front axle. As such, FWS contacted ****************** for the paid repair receipts and will be forwarding a reimbursement check to her in the amount of $1613.70. This check represents reimbursement for the right front axle, as well as 10 days of rental reimbursement ($350.00). However, the CV boot itself is still excluded under the terms and conditions of Ms. ******** contract.
  
  We trust that this matter was resolved to Ms. ******** satisfaction as FWS values her as a customer. Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,

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

• Initial Complaint

  Date:08/11/2022

  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 traded my 2015 ******* Elantra in on May 14, 2022, which had warranty left on it, after traded it provided documentation to Fidelity Warranty showing car was paid off and how much mileage was on car when traded. On July 7, 2022, got letter stating I was getting refund check but as of today still have not. I am not having no luck with the company Fidelity, I call probably once a week and get no where, they do not even seem to know where the check was mailed, I even asked for a new check since been waiting so long with no sucess. that is why I am filing this complaint to hopefully get you to have them issue me a check to be mailed to me directly.

  

  Business Response

  Date: 08/24/2022

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  August 24, 2022
  
  Better Business Bureau
  4411 *************************************************************************** 33407
  
  RE:      *****************
              ************************************************************************************************************ No. ********   
  
  To Whom It May ******************************* to your letter regarding Ms. **** request to cancel the above referenced contract with Fidelity Warranty Services, Inc. (FWS). We apologize for the slight delay in processing the cancellation of Ms. **** *********
  
  Upon receipt of the complaint, FWS processed the cancellation of Ms.**** ********* Her contract was cancelled on August 12,2022, with an effective date of May 14, 2022. A check in the amount of $779.20 was forwarded to ********** on August 17, 2022.
  
  We trust that this matter was resolved to Ms. **** satisfaction, as FWS values her as a customer. Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,

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

  Customer Answer

  Date: 08/25/2022

   
  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. I have finally received the check.
  
  Sincerely,
  
  *****************