Complaints
This profile includes complaints for Fidelity Warranty Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 221 total complaints in the last 3 years.
- 111 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am submitting this complaint against Fidelity Warranty Services (FWS) due to their failure to respond to my formal letter requesting reconsideration of a denied claim for engine replacement on my 2015 *** ***** (Contract #J00053534345 / Case #********). The claim was originally denied on March 24, 2025, citing the presence of sludge as the reason for exclusion. However, this denial lacks factual support, and my detailed demand for reconsideration sent to FWS on April 14, 2025 (within all relevant deadlines), has been completely ********** vehicle was towed to the dealer on February 17, 2025, due to a seized engine. The dealer confirmed a hole in the engine block and verified sufficient oil was present, stating the failure was likely due to a known issue with this vehicle model. An inspection conducted by *** on March 5, 2025, was inconclusive, and no mention of sludge appears in the inspection reportonly dark oil, which is common and does not indicate lack of lubrication or sludge without further *********** letter clearly explained why the denial was unsupported and requested a response by April 28, 2025. To date, I have received no reply, in violation of California insurance regulations that require a response within 15 calendar days. This has caused significant hardship, as I have been without a working vehicle for months despite having paid for a 10-year/100,000-mile extended warranty.I am requesting that FWS honor the terms of the warranty and cover the cost of engine replacement, diagnostics, and a rental vehicle. Their failure to respond in good faith is unacceptable.
Business Response
Date: 05/14/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 14, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: ******* ********-Contract No.: J00053534345
Complaint ID No.: ********
To Whom It May Concern:
Fidelity Warranty Services, Inc. (FWS)received your letter regarding the above referenced matter. We are in the process of reviewing the information provided by Mr. ******* ********, and will provide you with a complete response to this as soon as possible.
In the meantime, if you have any questions,please do not hesitate to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr.ParalegalBusiness Response
Date: 05/16/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 16, 2025
Better Business Bureau
***************************
*************************
RE: ******* ********-Contract No.: J00053534345
Complaint ID No.: ********
To Whom It May Concern:
I am responding to the recent complaint filed by Mr. ******** with Fidelity Warranty Services, Inc.(FWS). I have carefully reviewed the details of his claim and Service Contract coverage.
Mr. ******** had his ******* towed to the repair facility on February 17, 2025, regarding the engine light being lit, and loss of power in the *******.
On February 20, 2025, the repair facility initiated a claim regarding the check engine light issue in ************ ******* and the ******* stalling. The repair facility noted that the engine was seized, but the oil was in good condition. The repair facility was advised that an inspection had been scheduled, so that *** could verify the failure.
On February 21, 2025, a lead claims analyst reviewed Mr. ********* claim and noted that the ******* did not have any warranty extension from ***.
On February 24, 2025, an inspection was performed on the ******* which revealed that the engine was seized and that the oil level was full and dark. The repair facility was informed by *** that they may have to provide Mr. ********* maintenance service records, pursuant to the terms of Mr. ********* contract, and given that the inspector was unable to verify the last oil change date due to the unclear oil sticker. Thes claims analyst indicated that teardown to the point of the failure would be necessary in order to verify the failure.
On February 26, 2025, the repair facility inquired about rental for Mr. ******** and was informed of the rental coverage provided under the terms of the contract.
On March 4, 2025, the claims analyst spoke with the repair facility to obtain teardown authorization from Mr. ********* The repair facility was also informed that a second inspection had been scheduled. On March 5, 2025, a second inspection was performed on Mr. ********* *******. The inspection revealed that the engine had a hole in the block behind the starter.However, a teardown was determined to be unnecessary once the block fragments were visible on the bottom cover. The repair facility informed the inspector that it had thrown away the block pieces. The inspector determined that the failure was the result of a failed rod bearing.
On March 6, 2025, the claims analyst reviewed the inspection report with the repair facility and explained that further diagnosis would be needed, including the removal of the oil pan, to determine the cause of the failure. The repair facility informed *** that the oil pan was removed, and that the ******* was ready for inspection., and a virtual inspection was performed on Mr. ********* *******. The inspection revealed there was sludge throughout the oil pan and there was also clogging in the oil pick-up screen.
The repair facility and *********** were notified that the claim was denied because of sludge, which is specifically excluded under the terms and conditions of the service contract. Following a telephone conversation, Mr. ******** was informed that he could submit all the maintenance records for review, but that it would not guarantee a reversal of the claim denial.
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;
Between March 10, 2025, through March 25, 2025, a claims analyst and other senior analysts reviewed Mr. ********* claim and decided that the claim would remain denied, since sludge is specifically excluded under the terms of the contract. The repair facility was provided ***s phone number and advised to contact *** consumer affairs for further assistance.
On April 3, 2025, Mr. ********* father-in-law contacted *** regarding the claim denial and requested an escalation of the claim. He was informed that a supervisor would review the claim and contact him.
On April 15, 2025, the repair facility contacted *** regarding Mr. ********* claim. The repair facility was advised that the claim would remain denied, since the mechanical breakdown caused by sludge is specifically excluded under the terms and conditions of Mr. ********* contract. It was suggested that the repair facility ask Mr. ******** to contact *** Consumer Affairs for further assistance.
Should you have any questions concerning this matter, please feel free to contact me at the telephone number listed above.
Sincerely,
***** K.**********
Sr. ParalegalBusiness Response
Date: 05/16/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 16, 2025
Better Business Bureau
***************************
*************************
RE: ******* ********-Contract No.: J00053534345
Complaint ID No.: ********
To Whom It May Concern:
I am responding to the recent complaint filed by *** ******** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his claim and Service Contract coverage.
*** ******** had his vehicle towed to the repair facility on February 17, 2025, regarding the engine light being lit, and loss of power in the vehicle.
On February 20, 2025, the repair facility initiated a claim regarding the check engine light issue in *** ********* vehicle and the vehicle stalling. The repair facility noted that the engine was seized, but the oil was in good condition. The repair facility was advised that an inspection had been scheduled, so that *** could verify the failure.
On February 21, 2025, a lead claims analyst reviewed *** ********* claim and noted that the vehicle did not have any warranty extension from ***.
On February 24, 2025, an inspection was performed on the vehicle which revealed that the engine was seized and that the oil level was full and dark. The repair facility was informed by *** that they may have to provide *** ********* maintenance service records, pursuant to the terms of *** ********* contract, and given that the inspector was unable to verify the last oil change date due to the unclear oil sticker. Thes claims analyst indicated that teardown to the point of the failure would be necessary in order to verify the failure.
On February 26, 2025, the repair facility inquired about rental for *** ******** and was informed of the rental coverage provided under the terms of the contract.
On March 4, 2025, the claims analyst spoke with the repair facility to obtain teardown authorization from *** ********* The repair facility was also informed that a second inspection had been scheduled. On March 5, 2025, a second inspection was performed on *** ********* vehicle. The inspection revealed that the engine had a hole in the block behind the starter. However, a teardown was determined to be unnecessary once the block fragments were visible on the bottom cover. The repair facility informed the inspector that it had thrown away the block pieces. The inspector determined that the failure was the result of a failed rod bearing.
On March 6, 2025, the claims analyst reviewed the inspection report with the repair facility and explained that further diagnosis would be needed, including the removal of the oil pan, to determine the cause of the failure. The repair facility informed *** that the oil pan was removed, and that the vehicle was ready for inspection., and a virtual inspection was performed on *** ********* vehicle. The inspection revealed there was sludge throughout the oil pan and there was also clogging in the oil pick-up screen.
The repair facility and *** ******** were notified that the claim was denied because of sludge, which is specifically excluded under the terms and conditions of the service contract. Following a telephone conversation, *** ******** was informed that he could submit all the maintenance records for review, but that it would not guarantee a reversal of the claim denial.
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;
Between March 10, 2025, through March 25, 2025, a claims analyst and other senior analysts reviewed *** ********* claim and decided that the claim would remain denied, since sludge is specifically excluded under the terms of the contract. The repair facility was provided ***s phone number and advised to contact *** consumer affairs for further assistance.
On April 3, 2025, *** ********* father-in-law contacted *** regarding the claim denial and requested an escalation of the claim. He was informed that a supervisor would review the claim and contact him.
On April 15, 2025, the repair facility contacted *** regarding *** ********* claim. The repair facility was advised that the claim would remain denied, since the mechanical breakdown caused by sludge is specifically excluded under the terms and conditions of *** ********* contract. It was suggested that the repair facility ask *** ******** to contact *** Consumer Affairs for further assistance.
Should you have any questions concerning this matter, please feel free to contact me at the telephone number listed above.
Sincerely,
***** K. **********
Sr. ParalegalInitial Complaint
Date:04/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
?In March 2025, my 2019 **** Fusion Hybrid suffered a confirmed engine failure. I submitted a claim through my extended warranty provider, Fidelity Warranty Services. A certified **** dealership diagnosed the failure and recommended full engine replacement. Despite this, Fidelity has delayed approval for nearly a month.Instead of honoring the contract, they demanded I authorize a full engine teardown at my own financial risk, even though the failure has already been confirmed. Fidelity has already approved over $8,000 in diagnostic work, yet no repair has been completed. I believe they are intentionally running up costs to exhaust my policy limit and avoid covering the actual repair.Meanwhile, Ive been forced to spend over $1,000 on a rental car due to this delay, with no reimbursement. I purchased this warranty for peace of mind and protection instead Ive been met with stall tactics, financial burden, and bad faith claim *********** requesting immediate approval of the engine replacement, reimbursement for rental expenses, and a full breakdown of how my warranty benefits are being applied. Fidelitys behavior feels like an intentional attempt to avoid responsibility through technicalities and financial pressure.Business Response
Date: 05/14/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 14, 2025
Better Business Bureau
*********************************************************;
*****************************;
RE: ******* ****-Contract No.
Complaint ID: ********
To Whom It May Concern:
Fidelity Warranty Services, Inc. (FWS) received your letter regarding the above referenced matter. We are in the process of reviewing the information provided and will provide you with a complete response to this as soon as possible.
In the meantime, if you have any questions, please do not hesitate to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalBusiness Response
Date: 05/21/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 21, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: ******* ****-Contract No. P00077400387
Complaint ID: ********
To Whom It May Concern:
I am responding to your recent letter regarding the complaint filed by *** ******* **** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and vehicle service contract coverage.
On March 18, 2025, *** ***** vehicle was brought to a repair facility because the check engine light was illuminated, and the vehicle was running rough. Subsequently, the repair facility replaced the catalytic converter, but the vehicle continued running poorly, accompanied by a knocking noise emitting from the lower engine area. The vehicle was then transferred to a second repair facility.
On April 2, 2025, the second repair facility initiated a claim with FWS regarding the need for an engine replacement based on the persistent rough running condition and the illuminated check engine light in ******** ******** At that time, the repair facility replaced the Manifold Absolute Pressure (MAP) sensor and spark plugs. Despite those repairs, the vehicle returned the next day with the same issues. Further diagnosis revealed a blowby of the piston ring, which led to the determination that the engine needed to be replaced. The claim analyst informed the repair facility that maintenance records were required, and that an inspection was necessary to determine the cause of the failure.
On April 3, 2025, an inspection was performed on ******** ******** The inspection revealed: oil and sludge in the Positive Crankcase Ventilation (PCV) valve recirculation hose, a dead battery, and an inoperable ******** The repair facility indicated that when the vehicle arrived,it was emitting heavy smoke, but a road test could not be performed because of the dead battery. The claim analyst reiterated that customer-approved disassembly and the maintenance documents were still required before the claim could proceed.
On April 11, 2025, *** **** informed *** that all maintenance documents had been submitted. *** informed *** **** that additional maintenance records were not required. *** **** was also informed that breakdown resulting from sludge buildup, lack of lubrication, or external influences are specifically excluded under the terms of the service contract.
Between April 16 and April 28, 2025, the repair facility and *** **** were informed that teardown authorization to the point of the failure was required from *** ***** to verify the cause of the problem and to proceed with the claim. *** **** was also informed that the cost of the teardown would not be covered, unless the repair is covered under the terms and conditions of the contract.
Please refer to the section of *** ***** contract titled Your Responsibilities, which states:
If you experience a Breakdown, You agree to:
Use all reasonable means to protect Your Vehicle from further damage.
Notify the Administrator as soon as possible.
Authorize the Repair Facility to perform necessary diagnostic work and provide teardown authorization so that the Repair Facility can provide an accurate diagnosis and estimate of repairs. IMPORTANT: WE WILL NOT PAY FOR DIAGNOSIS CHARGES FOR REPAIRS NOT COVERED UNDER THIS SERVICE CONTRACT.
Furnish the Administrator with such information as the Administrator may require, and if requested provide proof of Your Vehicles regular Maintenance during the Service Contract Term as defined in Your Maintenance Requirements.
On April 30, 2025, the claim analyst contacted the repair facility to review *** ***** claim. The repair facility indicated that *** **** had authorized a leak-down test, but still did not provide teardown authorization to verify the engine failure.
On May 1, 2025, *** **** contacted a claim analyst to express that they provided teardown authorization to the repair facility.
On May 2, 2025, *** **** notified FWS that the vehicle was being transferred to a different repair facility, since the current repair facility refused to perform any additional work on the ******** *** **** was provided with contact information for towing services as provided in her contract.
On May 9, 2025, a new repair facility initiated a claim to replace the engine in *** ***** vehicle and cited excessive crankcase pressure caused by a piston ring blowby. The repair facility confirmed that diagnosis was performed, including compression testing and borescope inspection.The repair facility was advised that an inspection would be scheduled to determine the cause of the problem.
On May 12, 2025, a second inspection was performed on ******** ******** During the inspection, the engine oil cap was removed while the vehicle was running, revealing excessive gas blowby. A borescope inspection was performed on cylinder number three and showed scoring on the cylinder walls. The inspector determined that the findings were consistent with internal engine failure, but further diagnosis and disassembly would be required to determine the cause of the failure.
On May 14, 2025, the repair facility was advised that *** **** would need to authorize teardown to determine the cause of the problem. Once *** **** provides teardown authorization, the repair facility should contact ****** ******** CS Escalations & Administrative Specialist,at **************.
We trust that this has answered all the questions that *** **** had regarding this matter. Should *** **** have any additional questions, she may contact the undersigned at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalBusiness Response
Date: 05/21/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 21, 2025
Better Business Bureau
********************************;
******************************;
RE: ******* ****-Contract No. P00077400387
Complaint ID: ********
To Whom It May Concern:
I am responding to your recent letter regarding the complaint filed by *** ******* **** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and vehicle service contract coverage.
On March 18, 2025, *** ***** vehicle was brought to a repair facility because the check engine light was illuminated, and the vehicle was running rough. Subsequently, the repair facility replaced the catalytic converter, but the vehicle continued running poorly, accompanied by a knocking noise emitting from the lower engine area. The vehicle was then transferred to a second repair facility.
On April 2, 2025, the second repair facility initiated a claim with FWS regarding the need for an engine replacement based on the persistent rough running condition and the illuminated check engine light in *** ***** vehicle. At that time, the repair facility replaced the Manifold Absolute Pressure (MAP) sensor and spark plugs. Despite those repairs, the vehicle returned the next day with the same issues. Further diagnosis revealed a blowby of the piston ring, which led to the determination that the engine needed to be replaced. The claim analyst informed the repair facility that maintenance records were required, and that an inspection was necessary to determine the cause of the failure.
On April 3, 2025, an inspection was performed on *** ***** vehicle. The inspection revealed: oil and sludge in the Positive Crankcase Ventilation (PCV) valve recirculation hose, a dead battery, and an inoperable vehicle. The repair facility indicated that when the vehicle arrived, it was emitting heavy smoke, but a road test could not be performed because of the dead battery. The claim analyst reiterated that customer-approved disassembly and the maintenance documents were still required before the claim could proceed.
On April 11, 2025, *** **** informed *** that all maintenance documents had been submitted. *** informed *** **** that additional maintenance records were not required. *** **** was also informed that breakdown resulting from sludge buildup, lack of lubrication, or external influences are specifically excluded under the terms of the service contract.
Between April 16 and April 28, 2025, the repair facility and *** **** were informed that teardown authorization to the point of the failure was required from *** ***** to verify the cause of the problem and to proceed with the claim. *** **** was also informed that the cost of the teardown would not be covered, unless the repair is covered under the terms and conditions of the contract.
Please refer to the section of *** ***** contract titled Your Responsibilities, which states:
If you experience a Breakdown, You agree to:
Use all reasonable means to protect Your Vehicle from further damage.
Notify the Administrator as soon as possible.
Authorize the Repair Facility to perform necessary diagnostic work and provide teardown authorization so that the Repair Facility can provide an accurate diagnosis and estimate of repairs. IMPORTANT: WE WILL NOT PAY FOR DIAGNOSIS CHARGES FOR REPAIRS NOT COVERED UNDER THIS SERVICE CONTRACT.
Furnish the Administrator with such information as the Administrator may require, and if requested provide proof of Your Vehicles regular Maintenance during the Service Contract Term as defined in Your Maintenance Requirements.
On April 30, 2025, the claim analyst contacted the repair facility to review *** ***** claim. The repair facility indicated that *** **** had authorized a leak-down test, but still did not provide teardown authorization to verify the engine failure.
On May 1, 2025, *** **** contacted a claim analyst to express that they provided teardown authorization to the repair facility.
On May 2, 2025, *** **** notified FWS that the vehicle was being transferred to a different repair facility, since the current repair facility refused to perform any additional work on the vehicle. *** **** was provided with contact information for towing services as provided in her contract.
On May 9, 2025, a new repair facility initiated a claim to replace the engine in *** ***** vehicle and cited excessive crankcase pressure caused by a piston ring blowby. The repair facility confirmed that diagnosis was performed, including compression testing and borescope inspection. The repair facility was advised that an inspection would be scheduled to determine the cause of the problem.
On May 12, 2025, a second inspection was performed on *** ***** vehicle. During the inspection, the engine oil cap was removed while the vehicle was running, revealing excessive gas blowby. A borescope inspection was performed on cylinder number three and showed scoring on the cylinder walls. The inspector determined that the findings were consistent with internal engine failure, but further diagnosis and disassembly would be required to determine the cause of the failure.
On May 14, 2025, the repair facility was advised that *** **** would need to authorize teardown to determine the cause of the problem. Once *** **** provides teardown authorization, the repair facility should contact ****** ******** CS Escalations & Administrative Specialist, at **************.
We trust that this has answered all the questions that *** **** had regarding this matter. Should *** **** have any additional questions, she may contact the undersigned at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 05/21/2025
Complaint: 23270209
I am rejecting this business response.I appreciate the detailed timeline provided by Fidelity, but I strongly disagree with how this claim has been handled. Their actions show a pattern of delaying, miscommunication, and bad faith conduct.
My vehicle has been diagnosed by multiple certified repair facilities. The confirmed issue is excessive crankcase pressure caused by piston ring blow-by, with low compression in cylinder #1,3,4 and scoring on the cylinder walls a textbook case of internal engine failure.
This was verified using a borescope, a professional diagnostic camera that allows internal inspection of the engine WITHOUT requiring disassembly. This is exactly why the cylinder head was not removed because the borescope inspection showed the damage clearly and definitively. The technician explicitly told me this tool was used so that no further teardown would be necessary. Fidelitys continued insistence on further teardown is completely unnecessary and unjustified.
Additionally, Fidelitys claim that the battery was dead is false. I replaced the battery just a few months ago and have the receipt to prove it. The car issued a sleep mode notification to preserve battery life not a sign of battery failure. This excuse is misleading and irrelevant to the internal engine damage.
Today, I spoke to the technician working on my car. He informed me that Fidelity is now looking for a remanufactured engine but even he doesnt understand why its taking so long. He spent three hours on the phone today trying to get answers. Meanwhile, I was on the phone with Fidelity for 42 minutes, and only spoke to someone for about five minutes total after being transferred and placed on hold three separate times. I have that call recorded.
The shop and I were never clearly or timely informed that teardown authorization was required. When I was eventually told, I gave authorization but the damage was already verified via borescope. I also submitted all requested maintenance records, which Fidelity later confirmed were sufficient. Despite all of this, they continue to delay the process.
This is a confirmed internal engine failure and should be a covered repair. Fidelitys ongoing stall tactics, false claims, and ever-changing requirements suggest bad faith handling. I have been forced to pay out-of-pocket for a rental vehicle for over two months.
I am now requesting immediate authorization to move forward with the repair or a formal written denial so I may escalate this matter to the ********************************** and pursue legal remedies as needed.
Sincerely,******* ****
Business Response
Date: 05/30/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 29, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: ******* ****-Contract No: P00077400387
Complaint ID: ********
To Whom It May Concern:
I am responding to your follow-up letter regarding the complaint filed by Ms. ******* **** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of her claim and vehicle service contract coverage.
Ms. **** originally initiated a claim concerning an issue with the engine in the vehicle. An inspection was performed on the vehicle which indicated signs of internal engine failure. However,further diagnosis and disassembly were required to determine the cause of the problem.
Nevertheless, upon receipt of Ms. ***** follow-up letter, FWS has elected to authorize Ms. ***** engine claim. On May 29, 2025, *** contacted the repair facility to advise that *** would be shipping an engine for Ms. ***** vehicle.
We trust that this matter has been handled to Ms. ***** satisfaction as FWS values her as customer. Should you have any questions, please contact me at the telephone number listed above.
Sincerely,/S
***** **********
Sr. ParalegalInitial Complaint
Date:04/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 11, 2025, I submitted formal written cancellation requests to ******* Automotive Warranty Services of ************* for two extended service contracts associated with my Tesla Model 3 purchase. These contracts were: (1) a *********************** Plan ($2,299.00) and (2) a MaxCare Vehicle Protection Plan ($2,779.00), totaling $5,078.00.Both contracts were paid in full at the time of vehicle financing and administered through *******. Upon loan payoff, I exercised my right to cancel the plans and receive prorated refunds as outlined in the agreements.Despite sending certified mailed letters, escalation follow-ups, and providing all documentation, ******* has failed to respond or issue any refunds. This non-response is a breach of contract and business practice obligations.I am requesting: A full refund of $5,078.00 for both contracts, and Additional resolution due to ******** repeated failure to respond after multiple requests (supporting documents attached).Business Response
Date: 05/05/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 5, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: Alexa ********************** Complaint ID: ********
To Whom It May Concern:
I am responding to your recent correspondence addressed to Fidelity Warranty Services, Inc. (FWS) regarding ***************** contract cancellation request with MaxCare Automotive Warranty Services of *************
FWS received The Winston ******** letter addressed to Automotive Warranty Services of *************, regarding ******************* Warranty on April 25, 2025, and responded via regular mail on April 29, 2025, pursuant to the instructions provided in their letter. As stated in our letter to The ***************, *** is not affiliated with Automotive Warranty Services of ************* Additionally, a search of our system did not yield any results of a contract with *** under the name ****** for a service contract purchased in February 2025, which has now been further confirmed with the receipt of ******************* Identification Number (VIN), which was provided within the documentation attached to her complaint.
FWS regrets that we are unable to assist Ms. ****** with her request and suggests that she contact CarMax for assistance. Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,
***** *. Beausejour
Sr. ParalegalInitial Complaint
Date:04/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
April 17th 2025 I took my *** ******** 2020 due to engine problems, engine was burning oil a week a time. Still under my *** ******** Warranty, I turn my car in for inspection. I brought all the need documents, including proof of every oil change that was done to the car, and proof of records of me buying oil to put in the car in between oil changes. I was told that it was clear that my engine needed to be replaced and it wasn't due to improper care on my part. The *** ****** contacts the extended warranty. And 2 adjustor's were sent out to inspect the car. Again I was told the same thing, the engine needed to be replaced and I was told I was first approve for 5 days of rental. Which is the first sign of breach of contact, because contact clearly states a minimum of 10 days for rental. I then get a call from my *** service advisor that, they were now told that the warranty will not cover engine replacement due oil consumption not being covered. After review of the contact, it says oil consumption is not covered ONLY if a mechanical breakdown has not occur. The contact even define as a mechanical breakdown was "faulty workmanship or materials supplied by the original vehicle manufactures or distributor." The contacts goes to further state that claim can only be denied if the parts are not cover OR maintenance show that owner is the cause of needed repairs that are covered As stated before, proof shown through my paper showed that the engine problem did that occur due to my improper care. Therefore, it falls under Mechanical Breakdown. I call the **************** twice this morning, with one answer being my claim was not denied and then another saying that they won't cover it. I asked to speak to a supervisor, after waiting I was told. No one was available and I have not received a called back. This company is in breach of contact, and are refusing to repair my car. Not only is this in breach of contact, the Illinois Commercial Cod law is being broken.Business Response
Date: 05/12/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 12, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: ****** ******-Contract No: J00058147401
Complaint ID: ********
To Whom It May Concern:
I am responding to your letter regarding the recent claim filed by Ms. ****** ****** with Fidelity Warranty Services,Inc. (FWS). I have carefully reviewed the details of her claim and limited warranty coverage.
On April 17, 2025, Ms. ****** contacted the repair facility regarding a low oil concern. Upon examination, the repair facility commenced a claim with *** regarding Ms. ******* vehicle, only having two quarts of oil despite no evidence of external leaks. The repair facility informed FWS that ********* had previously experienced the same concern but was advised to return once the vehicle reached ***** miles. However, due to the severity of the oil condition, the customer returned earlier than recommended. The claim analyst informed the repair facility that oil consumption is specifically excluded under the terms and conditions of ********** limited warranty coverage and that Mr. ****** would need to reach out to the manufacturer for further assistance.
Later that same day, the repair facility reported a claim to *** regarding an internal engine failure in Ms. ******* vehicle. The claims analyst explained that an inspection would be scheduled to determine the cause of the problem and to determine eligibility for coverage under the terms of the limited warranty.
On April 19, 2025, an inspection was performed on Ms. ******* vehicle. The inspector verified a tapping noise emanating from the engine and observed that the oil level was low and in poor condition.The inspector determined that further teardown would be required to determine the cause of the problem. On April 21, 2025, the repair facility was advised to obtain Ms. ******* authorization to remove the oil pan and to perform a borescope inspection of the cylinder to verify the failure.
On April 22, 2025, FWS was informed by the repair facility that Ms. ******* vehicle was disassembled to the point of failure.The claims analyst provided rental car authorization for Ms. *******
A second inspection was performed on Ms. ******* vehicle on April 25, 2025. The second inspection revealed: (1) all four spark plugs were removed, (2) the engine oil was low and dirty, (3) oil intrusion in all four cylinders, and (4) vertical scoring lines on all the cylinder walls. However, the claims analyst advised Ms. ****** that the inspection could not verify a failure of the engine. Therefore,additional diagnosis would need to be executed.
On April 28, 2025, the claims analyst reviewed the inspection report from ********** vehicle with the repair facility and reminded the repair facility that oil consumption is specifically excluded under the terms and conditions of the contract.
Please refer to the section of the contract titled Exclusions From Coverage, which states:
This limited warranty will not pay or reimburse you for:
15. THE CORRECTION OF OIL CONSUMPTION, REPAIR OF WORN RINGS, OR ANY REPAIRS FOR REDUCTION IN ENGINE EFFICIENCY THAT MUST BE PERFORMED ON YOUR VEHICLE WHEN A MECHANICAL BREAKDOWN HAS NOT OCCURRED;
On April 29, 2025, Ms. ****** and the repair facility were notified that the claim was closed due to the oil consumption issue, which is specifically excluded under the terms and conditions of the contract. Because oil consumption and worn rings are not eligible for coverage under the terms of the contract, Ms. ****** was advised to contact ******************** for additional assistance with this matter.
At this time, the claim will remain denied. Should Ms. ****** have any questions, she may contact the undersigned at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr.ParalegalCustomer Answer
Date: 05/12/2025
Complaint: 23263241
I am rejecting this response because: Page 2 of my contract defines a mechanical breakdown as FAULTY WORKMANSHIP OR MATERIALS SUPPLIED BY THE ORIGINAL VEHICLE MANUFACTURER OR DISTRIBUTOR (2).GRADUAL REDUCTION IN OPERATING PERFORMANCE AS A RESULT OF NORMAL WEAR AND TEAR.That definition stated in this contract alone, defines exactly what my car issue is . Oil consumption is a mechanical problem that is due to faulty materials supplied by my vehicle manufacturer. The fact I was sold this car and sold this extended warranty, With the known fact that this car has a FAULTY manufactured materials is absolutely ridiculous.
My car is not even at ****** miles and I am suffering from an issue that is not due to my improper care. I was sold this extended warranty with the known fact that this car will have this problem and that this extended warranty )that I pay for) will not cover it.According to the Illinois Commercial code law if my car has a substantial defect that was known at the time of sale, I have the right to contact my lawyer and I will do so for my repairs.
Sincerely,
****** ******Business Response
Date: 05/20/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 20, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: ****** ******-Contract No: J00058147401
Complaint ID: ********
To Whom It May Concern:
I am responding to your follow-up letter regarding the recent claim filed by Ms. ****** ****** with Fidelity Warranty Services, Inc. (FWS).
According to the repair facility,Ms. ****** had previously reported a low oil concern in her vehicle. She was previously advised to return for further evaluation once the vehicle reached ***** miles. However, due to the severity of the oil condition, the consumer returned earlier than recommended. At the time, the vehicle only had two quarts of oil, despite no evidence of any external leakage. As a result, the claim was denied because of oil consumption, which is specifically excluded under the terms and conditions of the limited warranty.
Please refer to the section of the contract titled Exclusions From Coverage, which states:
This limited warranty will not pay or reimburse you for:
15. THE CORRECTION OF OIL CONSUMPTION, REPAIR OF WORN RINGS, OR ANY REPAIRS FOR REDUCTION IN ENGINE EFFICIENCY THAT MUST BE PERFORMED ON YOUR VEHICLE WHEN A MECHANICAL BREAKDOWN HAS NOT OCCURRED;
At this time, Ms. ******* claim will remain denied. *** recommends that she contact ******************** at ************* for additional assistance with her claim.
Should Ms. ****** have any questions regarding this matter, she may contact the undersigned at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalInitial Complaint
Date:04/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My car needs new engine, all parts are covered under my warranty. Fidelity asked for proof of maintenance and I showed proof of my entire time with the car showing I have never missed an oil change or service. the tires are brand new. I showed proof of proper care. They orginally approved my engine to be repaired. then approved the dismantle. they then turned and said they couldn't approve because of overheating which warped the block and ceilenders which are both covered. the main issue is the reason for the overheating still falls under my warranty. the head gasket and all issues that could of caused overheating is not user error. they are trying to blame me for something that I couldn't control. I showed proof of care for the car showing I stayed up to date and ahead of all needed repairs.Customer Answer
Date: 04/27/2025
fidelity has ignored my request for a report on what's going on with the vehicle.
Business Response
Date: 05/09/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 9, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: Cervon ********-Contract No. P00026923652
Complaint ID: ********
To Whom It May Concern:
Fidelity Warranty Services, Inc. (FWS) received your letter regarding the above referenced matter.
We are in the process of reviewing the information provided and will provide you with a complete response to this as soon as possible.
In the meantime, if you have any questions, please do not hesitate to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 05/12/2025
Complaint: 23245499
I am rejecting this response because:
my concern is they are denying my claim while all parts are under warranty. the issue they have with 'overheating' is due to part failure that is covered. all parts involved are covered. im just wanting them to honor the warranty.i have had to cover cost of my own rental and towing. thats money i dont have. ****** has agreed that the car has been kept up with and was in great shape from my ability. the issues in the engine isnt something that a normal person like me would know or the servicing would check unles they took apart the engine. carmax and big o who both looked at the car has stated this isn't a situation I could of known of. I have kept routine maintenance and showed proof.
i just want the warranty honored so i can get my car back.
Sincerely,
Cervon ********Business Response
Date: 05/12/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 12, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: Cervon ********-Contract No. P00026923652
Complaint ***********
To Whom It May Concern:
I am responding to your letter regarding the recent claim filed by Mr. ****** ******** with Fidelity Warranty Services,Inc. (FWS). I have carefully reviewed the details of their claim and vehicle service contract coverage.
On March 28, 2025, Mr. ******** contacted the repair facility regarding concerns of the vehicle running rough and exhibiting a coolant leak. Following the diagnostic evaluation, the repair facility contacted *** to request an engine replacement, after they determined there was no compression in the cylinders.
The claims analyst requested the vehicles maintenance records and informed the facility that an inspection would be necessary to determine the cause of the problem.
On March 29, 2025, we received some of the necessary maintenance records, but noted that additional maintenance documents would be required, pursuant to the terms of Mr. ********* contract. On March 31, 2025, Mr. ******** followed up regarding his claim and was advised that the submitted documents would be reviewed with a supervisor. The same day,a supervisor reviewed the claim and noted that the repair facility was authorized to proceed with the inspection of the vehicle. However, *** informed Mr. ******** that if the inspection revealed signs of abuse or lack of maintenance, additional maintenance documents would be required to be submitted.
On April 1, 2025, an inspection was performed on Mr. ********* vehicle. The inspection revealed: (1) multiple diagnostic trouble codes stored in the vehicle, (2) the vehicle was not operational, (3)coolant was present in the reservoir, and (4) an oil leak was originating from the head gasket. Following the inspection, the claims analyst informed the customer that any indication of lack of maintenance or damage due to overheating is specifically excluded under the terms and conditions of the contract.
On April 2, 2025, a claims analyst reviewed the rental and towing provisions of the contract with Mr. ********* The inspection findings were also discussed with the repair facility, and the facility was informed that teardown authorization would be required from Mr. ******** in order to verify the cause of the problem.
On April 4, 2025, Mr. ******** contacted *** regarding the status of his claim. He was advised that the repair facility had been instructed to obtain teardown authorization. However, Mr. ******** was informed that the repair facility had not responded to the request. Mr. ******** subsequently informed the claims analyst that he was moving his vehicle to a dealership. He was advised of the rental and towing coverage available under the terms of his contract.
On April 8, 2025, Mr. ******** contacted *** for an update regarding his claim, and to request additional rental coverage. The claims analyst informed him that the claim was closed, and no additional rental would be provided since he was already provided the maximum rental allotted under the terms of the contract.
On April 9, 2025, a second repair facility contacted *** regarding Mr. ********* vehicle, with complaints of the vehicle shutting off and a lack of compression in cylinders 2, 3, and 4. The claims analyst advised the repair facility that, pursuant to the terms of Mr.********* contract, teardown of the vehicle would be required to determine the cause of the problem. FWS advised that once the teardown was completed,a second inspection would be performed on the vehicle.
On April 10, 2025, a second inspection was performed on Mr. ********* vehicle at the second repair facility. The inspection revealed that the spark plugs were removed, and all cylinders exhibited low compression. A borescope identified liquid (appearing to be coolant) in all cylinders and multiple diagnostic trouble codes were stored in the system. Additionally,there was also a puddle of liquid observed on the transmission. *** again advised the repair facility that teardown of the vehicle would be required to determine the cause of the problem and to determine eligibility for repair under the terms of Mr. ********* contract.
On April 14, 2025, the claims analyst was notified that Mr. ********* vehicle was disassembled to the point of failure. On April 17, 2025, a third inspection was performed on the vehicle. The inspection revealed: severe warping of both cylinder head and the engine block. The cylinder head measured at ***** (specification is .004) and the engine block was measured at .008 (specification is .002). Vertical scoring was also present on cylinder walls two and three. The head gasket also showed signs of thermal degradation, with melting observed between the cylinder walls. Thus, on April 21, 2025, the claim was denied because of damage caused by overheating, which is specifically excluded under the terms of the contract.
Please refer to the section of the contract titled, What This Service Contract Does Not Cover, which states:
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.
On April 23, 2025, Mr. ********* was informed of the claim determination. He was advised that the engine had severe signs of damage caused by overheating, which is specifically excluded under the terms and conditions of the contract.
On April 24, 2025, Mr. ******** requested a copy of the inspection report and was provided an email address to submit his request. The claim analyst reviewed the claim with Mr. ******** and explained that the cylinder head and engine block are both beyond the manufacturer's specifications and are therefore excluded from coverage. Later that day, a supervisor reviewed the claim with the customer.
Therefore, Mr. ********* claim will remain denied. Should you have any questions regarding this matter, you may contact me at the telephone number listed above.
Sincerely,/S
***** **********
Sr.ParalegalCustomer Answer
Date: 05/12/2025
Complaint: 23245499
I am rejecting this response because:I have taken my car to all fidelity approved locations. *** had this car checked by their approved mechanics and had everything inspected. in this, I have checked for everything that could possibly be wrong. if there was any damage, any overheating, and issues it is the responsibility of these fidelity supported mechanics to point out any issues. any issue involving overheating was never mentioned. ****** themselves has stated the cause would be a headgasket which is covered under warranty. if there is a part that caused a domino effect to other parts, it is the responsibility of fidelity to cover said part. I requested multiple times for my car to be inspected. each time they checked the engine and said things were fine. if there is an issue now with the engine a month out from the last inspection from carmax it is not my fault. I believe this is fidelity trying to cheap out and scam me out of paying for their responsibility. ****** and all places that have covered the car has said that the issue is something that no one knows to check so how am I expected to know? if the issue is something deep in the engine it's unfair to leave all this on me. this is a scam and carmax management has agreed.
Sincerely,
Cervon ********Initial Complaint
Date:04/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently had a claim closed by Fidelity Warranty Services for my 2020 ***** Accord.On 03/19/25 I brought my ***** Accord to the dealership with a concern of a misfire that would cause the car to go into limp mode at random times. The dealership of ***** ***** of Alhambra performed a cylinder leak down test and found coolant entering the combustion chamber indication a head gasket leak.The ***** dealership decided to contact my extended warranty company Fidelity to get approval of repair. Fidelity warranty dispatched an inspector and found metal debris and shavings and recommended long block assembly and turbocharger. I was contacted to authorize tear down and was warned if any lack of maintenance was found I would be denied the claim and would have to cover a $2100 teardown. I approved the teardown and the technician found scoring on cylinder #3 and found metal debris in the oil. The engine had no sludge, oil level was at spec and no indication of negligence or abuse was found. I was asked to provide service records from original pre used purchased miles ****** to current date ******. I was able to provide invoices from 50k-70K miles but was denied the claim and had to pick up my vehicle on 04/22/25 due to improperly filled invoices from the oil service locations I would take my car to with excuses such as the *** number not being noted on the receipt.The ********-**** warranty act protects the right of the consumer to maintenance his vehicle on his own or a independent shop as-long as the repair order includes oil and filter receipt and documentation of date and mileage of the service. I spoke with Fidelitys Supervisor ***** ***** to try and resolve this issue and was given the same response but was courteous enough to wave the teardown fee. The teardown indicates a design flaw from *****s 1.5T engine and a lawsuit is already in motion ***** ******* vs American ************** case 24CV2286AJBMMP. Attached are the service records and documents supporting my claim.Business Response
Date: 05/08/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 8, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: **** ******-Contract No. P00025281885
Complaint ID: ********
To Whom It May Concern:
I am responding to your letter regarding the recent claim filed by Mr. **** ****** with Fidelity Warranty Services, Inc.(FWS). I have carefully reviewed the details of Mr. ******* claim and the service contract.
Mr. ****** purchased a service contract for his vehicle on January 21, 2023, while the vehicle had ****** miles. The contract is for a term of 60 months/60,000 miles and thus the contract is due to expire on January 21, 2028, or when the vehicle reaches ****** miles.
On March 24, 2025, the repair facility initiated a claim to replace the engine head gasket in Mr. ******* vehicle due to warning lights illuminating when the vehicle exceeds 40 mph. The repair facility was informed that an inspection would be scheduled to determine the cause of the problem.
An inspection was performed on March *******, which revealed failures in the cylinder head, turbo, and engine in Mr. ******* vehicle. The inspection revealed (1) coolant intrusion into the cylinders from the failing head gasket, (2) sluggish vehicle performance, (3) metal in the oil, (4)a leaking timing cover, and (5) scoring along the cylinder walls. The claim analyst reviewed the inspection findings with the repair facility, which provided a parts estimate for replacing the engine assembly. The repair facility was informed that all maintenance documents would be required before *** could determine eligibility of the claim.
On April 5, 2025, the repair facility was advised by *** that disassembly of the engine to the point of failure was required in order to determine coverage under the terms of the service contract. However,maintenance documentation for Mr. ******* vehicle was first required, prior to proceeding with the disassembly. *** explained that Mr. ******* claim would remain closed until the maintenance documents were provided to *** for review.
On April 8, 2025, the repair facility provided FWS several maintenance documents for Mr. ******* vehicle. The claim analyst indicated that they would review the documents and contact the repair facility once the review was complete. The claim analyst informed the repair facility that disassembly to the point of failure was required.
On April 9, 2025, the analyst received additional maintenance records including a Carfax report for Mr. ******* vehicle. However,the maintenance records were illegible and missing documentation from ****** miles to ****** miles.
On April 11, 2025, the repair facility initiated a claim with *** regarding Mr. ******* vehicle, indicating that the engine did not need to be replaced, and only required a head gasket repair, since no failure was evident to the engine. The claim analyst explained to the repair facility that because the inspection report revealed metal shavings in the oil and coolant, maintenance records were required.
Please refer to the California Amendment section of the contract which states:
1.) HAVE YOUR VEHICLE SERVICED ACCORDING TO THE MAINTENANCE SECTION PROVIDED IN THE MANUFACTURERS OWNERS MANUAL AND KEEP ALL REPAIR ORDERS,INVOICES AND RECEIPTS FROM THE PERFORMED SERVICES AND MAINTENANCE. COPIES OF RELEVANT REPAIR ORDERS, INVOICES AND RECEIPTS FROM THE RELEVANT PERFORMED SERVICES OR REPAIR SHOULD BE AVAILABLE UPON REQUEST. NOT HAVING PROOF OF REQUIRED RELEVANT MAINTENANCE WILL NOT PROHIBIT YOU FROM FILING A CLAIM, BUT MAY CONTRIBUTE TO THE FACTORS USED TO DETERMINE A DENIAL OF COVERAGE.
On April 15, 2025, the claim analyst was informed that Mr. ******* vehicle was disassembled to the point of failure and revealed failure to the number three cylinder. The repair facility was reminded that the maintenance records were still required.
On April 16, 2025, a second inspection was performed on Mr. ******* vehicle. The inspection revealed: (a) scoring on the cylinder wall due to the failed piston rings, and (b) a leaky head gasket causing metal debris throughout the engine, turbo, and oil filter.
On April 18, 2025, the repair facility was informed of the inspection findings and that maintenance records were required before a claim decision could be made.
On April 19, 2025, the claim analyst reviewed the claim with a supervisor. It was noted that the maintenance documentation submitted was insufficient to proceed with the claim, since it was illegible and missing the vehicle information. The repair facility was informed that the maintenance documents would be required before a decision could be made regarding the claim.
On April 21, 2025, Mr. ****** was informed that the claim was not denied, but was closed because *** did not receive the maintenance records, as required under the terms of the contract. The claim analyst explained that some of the maintenance records provided were illegible and did not include the vehicle information. Mr. ****** requested to speak with a supervisor and was transferred to their voicemail.
On April 22, 2025, *** authorized $1,850.00 to the repair facility for the teardown charges for the disassembly performed on Mr. ******* vehicle.
To date, *** has not received maintenance records to support that the vehicle was serviced in accordance with the maintenance section of the manufacturers owners manual, as required by the terms of ****************** contract. As such, the claim will remain closed until the required maintenance documents are provided.
Should you have any additional questions, please feel free to contact me on the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 05/13/2025
Complaint: 23252050
I am rejecting this response because: I already presented my service records and disappointed with this company giving me the run around. Ive went ahead and made a Ledger of the services that where performed and should be more legible. The failure of the motor has nothing to do with improper maintenance its due to a poor design from *****. It feels like this company is trying to find any excuse to not honor the warranty but have no problem accepting my money.
Sincerely,
**** ******Customer Answer
Date: 05/13/2025
Service record updateCustomer Answer
Date: 05/13/2025
service record updateCustomer Answer
Date: 05/13/2025
Service record updateCustomer Answer
Date: 05/13/2025
SInitial Complaint
Date:04/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called on the 17th to start tire claim. The *** advised that all I needed was to go to any ***air facility and afterwards send in ***air invoice for reimbursement. Today, I've called the company 5 times in total to get reimbursed. Two times I was hung up on ************** & 2 times (British ** ****************** *******) given email incorrect addresses. A *** named ***** was rude & attempting to put words in my mouth when I was asking questions & reviewing coverage scenarios. **** was the *** that confirmed the receipt of invoice. They are starting that they are not honoring claim for the ***air of two tiress. I wrote **** to respond to email with details with no avail.Business Response
Date: 05/05/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 5, 2025
Better Business Bureau
***************************
**************************
RE: **** *******
Contract No.: P00026477670
Your File No.: 23240792
To Whom It May Concern:
I am responding to your recent letter regarding the claim filed by Ms. **** ******* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Ms.Montoyas claim, and the coverage offered under the above-referenced Vehicle Protection Plan (Contract).
According to our records, Ms. ******* contacted *** on April 17, 2025, to initiate a claim. FWS reviewed the claims process with Ms. ******** advising her that the repair facility would need to call *** to initiate a claim prior to performing any repairs, pursuant to the terms of the Contract.
On April 23, 2025, FWS received a call from Ms. ******* inquiring about her contract coverage and the eligibility of a tire replacement with used tires. FWS advised Ms. ******* that used tires were not eligible for coverage under the terms of the Contract. Over the course of several conversations on the same day, Ms. ******* notified FWS that her tires had already been replaced, at which time Ms. ******* was advised that she could submit for review her paid repair receipts and other relevant documentation for the work performed without prior authorization. Later that same day, *** advised Ms. ******* that the documentation she provided did not contain the required information necessary to review the claim for eligibility. *** again reviewed the claims process for work performed without prior authorization with Ms.*******.
Please refer to the applicable section of the contract titled, Your Responsibilities,and Prior Authorization/How To Make A Claim which state:
1.) OBTAIN PRIOR AUTHORIZATION FROM FWS BEFORE UNDERGOING ANY REPAIRS OR REPLACEMENTS UNDER THIS SERVICE CONTRACT. CALL ************** DURING NORMAL BUSINESS HOURS FOR INSTRUCTIONS AND AUTHORIZATION;2.) MAINTAIN PROPER TIRE INFLATION AS RECOMMENDED BY THE MANUFACTURERS SPECIFICATIONS FOR YOUR DRIVING AND LOAD CONDITIONS; AND 3.) HAVE YOUR TIRES ROTATED, BALANCED, AND INSPECTED FOR WEAR REGULARLY TO MAXIMIZE TREAD LIFE AND HELP MAINTAIN SAFE OPERATION OF YOUR VEHICLE. FAILURE TO COMPLY WITH THE RESPONSIBILITIES LISTED WITHIN MAY RESULT IN THE DENIAL OF YOUR CLAIM. IF YOU HAVE QUESTIONS WHICH CANNOT BE ANSWERED BY YOUR SELLING DEALER, PLEASE CONTACT FWS.
PRIOR AUTHORIZATION/HOW TO MAKE A CLAIM: When coverage under the Service Contract is required, return YOUR vehicle to the Selling Dealer or an authorized dealership. If YOU cannot return YOUR vehicle to the Selling Dealer or an authorized dealership, YOU must call the telephone number(s) listed below,depending on the type of claim YOU have, during normal business hours to receive instructions and prior authorization. In the event of an emergency situation that occurs and FWS cannot be reached, YOU may proceed, but payment will be in accordance with the other provisions of this Service Contract. Submit all receipts pertaining to the claims, along with a copy of this Service Contract to: FWS, P.O. ****************************************. If YOU do not follow FWS instructions, WE are not obligated to reimburse YOU. *** reserves the right to inspect any tire, wheel, and/or vehicle before authorization.
Because Ms. ******* did not obtain authorization from *** prior to the repairs being made, as required pursuant to the terms of her Contract, and sufficient documentation has not been provided to *** to verify eligibility of coverage, the claim has been denied. However,if Ms. ******* is able to provide the requested documentation, *** will review the claim for eligibility, pursuant to the terms of the Contract. Ms. ******* may forward any additional documentation to ******************************************** Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,
***** K. **********
Sr.ParalegalInitial Complaint
Date:04/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I traded my car and requested in writing on 2/18/2025 for the pro-rata refund of my extended warranty. When I called to check on they said it was processed and mailed on March 5. I called again a couple weeks later and was told it processed the 7th and was mailed the 10th. After still not receiving I called again and was told it can take up to 21 days to receive in mail. After a month I called again and was told it didn't actually mail out until the 14th and to give it more time that they have no way of tracking it, I requested they stop payment and I want the check reissued and mailed ***** so it can be tracked and they said they can't do that as the checks are issued through ***************. It is now April 16 and I still have received no check. They say they have no way of tracking it and the only thing I can do is to have them top payment and reissue which takes another 10 days and they still can only send regular mail which again will not guarantee that I get it. So they can just keep saying they mailed it with no proof and I wait indefinitely?Business Response
Date: 04/29/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 29, 2025
Better Business Bureau
***************************
************************
RE: ******* ***** and **** ******-Contract No. P00026425785
Complaint ***********
To Whom It May Concern:
I am responding to your letter regarding Ms. ****** request to cancel the above referenced contract with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of her request for cancellation of the contract.
Our records indicate that Ms. ***** and Mr. ******* contract was canceled on March 5, 2025, with an effective date of January ******. Check number ********, in the amount of $1,833.96 was mailed to Ms. ***** and ********* on March 7, 2025, pursuant to the provisions of their contract.
On April 8, 2025, *** was notified by Ms. ***** and Mr. ****** that the refund check was never received. *** assured her that the refund check was sent via regular mail. Ms. ***** again contacted FWS on April 16, 2025, to notify FWS that the check had not yet been received. As such, on April 17, 2025, a stop payment was placed on the old check and a new check was requested.
The new check was mailed to Ms. ***** and Mr. ******* on April 30, 2025, via overnight delivery.
We trust that this matter was resolved to Ms. ***** and Mr. ******* satisfaction, as FWS values them as customers. Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K.**********
Sr. ParalegalInitial Complaint
Date:04/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted a claim to Fidelity Home Warranty because my water heater stopped heating. The technician who inspected it confirmed the water heater is in excellent condition with no wear and tear. Despite this, Fidelity denied my claim, stating the unit had not been properly maintainedwithout providing any evidence to support that claim.This denial is completely unjustified. The water heater has been regularly maintained, and there is no indication of neglect or misuse. Fidelity is using a vague and unsubstantiated reason to avoid covering a legitimate claim, which is unacceptable. I believe this is a bad faith denial intended to avoid paying out on a covered issue.I am requesting that Fidelity reopens and reevaluates my claim based on the actual condition of the water heater and not on an unproven assumption. I would also like a full explanation of the denial in writing, with any documentation they used to justify their *********** extremely disappointed with this experience and hope this complaint prompts Fidelity to honor their warranty agreement.Business Response
Date: 04/15/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 15, 2025
Better Business Bureau
***************************
*************************
RE: ***** ******
Contract No. Unknown
Your Case No. 23205019
To Whom It May Concern:
Fidelity Warranty Services, Inc. (FWS) is in receipt of the customer complaint which was filed by Ms. ***** ******. Please note that *** is a company which specializes in after-market products in the automotive industry and does not have any relation to home warranty. Upon a quick search, it was discovered that there is Fidelity National Home Warranty which is unrelated to FWS.
We trust that this has answered any questions that you had regarding this matter. Should you have any additional questions, please feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalInitial Complaint
Date:04/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fidelity Warranty Services issued me a refund check for the cancellation of the extended warranty on my 2024 **** Maverick. After I deposited the check they put a stop payment on the check without any notification to me. This resulted in a $ 1700+ over draft in my checking account. The made the stop payment based on a mistake made at the dealership. I contacted the dealership today and they didn't have an answer to the problem. I then contacted Fidelity and was told that it is the dealership's problem to solve. In the meanwhile i am in the negative in he bank with no solution in site. I want a refund now from either Fidelity or the dealership immediately OR a refund plus fees resulting from this issue in a reasonable time.Business Response
Date: 04/24/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 24, 2025
Better Business Bureau
*********************************************************;
******************************;
Re: ******* ************-Contract No.P00078621289
Complaint ID ********
To Whom It May Concern:
I am responding to your recent letter regarding the complaint filed by Mr.******* ************ with Fidelity Warranty Services, Inc. (FWS).
In March 2025, *** received a request to process the cancellation of Mr.Lautzenhisers contract, and a cancellation check was subsequently issued to Mr. ************* However, it was thereafter discovered that the cancellation check was issued in error, and a stop payment was placed on the cancellation check.
We apologize for any inconvenience this might have caused **************** To resolve this matter, we are requesting that *************** provide *** with a copy of their bank statement showing any fees imposed on their account, due to the stop payment. Upon receipt of the requested documentation, *** will review the information and process the appropriate refund for the fees incurred due to the stop payment.
Should you have any additional questions, please feel free to contact me on the telephone number listed above.
Sincerely,/S
***** K. **********
Sr.Paralegal
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