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: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.ParalegalInitial Complaint
Date:04/12/2025
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 3/17/2025 I filed a valid warranty claim for a repair on my 2019 ****** Pathfinder. I am seeking reimbursement for my repair minus the deductible. I called Fidelity on 3/17/2025 to file the claim and was told to start the claim with an email. I sent the email that day. Besides the initial email to file the claim, the first time I emailed for an update ******* replied that there was no update and the next two times he did not reply. When I called Fidelity on 3/17/2025 to initiate the claim I was also told by ******* that they would likely deny the claim because I filed it and not the dealer but to file anyway and "we'll see what happens". I was at the dealership when the service writer attempted to contact Fidelity. He never got a person on the phone and was on indefinite hold. He eventually had to hang up. It appears that Fidelity makes it impossible for the dealership to speak with anyone and they have now ghosted me. I spent $4000 on this warranty and they are not honoring a valid claim.Business Response
Date: 04/24/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 24, 2025
Better Business Bureau
***************************
**************************
RE: ***** ******
Contract No.: P00014190568
Your File No.: 23195889
To Whom It May Concern:
I am responding to your recent letter regarding the claim filed by Mr. ***** ****** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. ****** claim, and the coverage offered under the above-referenced ************************** Contract.
According to our records, ********* contacted *** on March 14, 2025, reporting a concern with his vehicles air conditioning system. FWS reviewed the claims process with Mr. ****** and advised him to have the repair facility call to initiate a claim prior to performing any repairs.
On March 17, 2025, *** received a call from Mr. ****** requesting reimbursement for the completed air conditioning repairs on his vehicle. FWS advised ********* that he could submit his paid repair receipts for review; however, his reimbursement request may be denied because repairs performed without prior authorization by FWS are specifically excluded from coverage, pursuant to the terms of his contract. Please refer to the applicable section of the contract titled, How to Make a Claim, which states:
HOW TO MAKE A CLAIM: WHEN REPAIRS ARE REQUIRED, IF POSSIBLE, RETURN YOUR VEHICLE TO YOUR SELLING DEALER. IF YOU CANNOT RETURN YOUR VEHICLE TO YOUR SELLING DEALER, YOU MUST TELEPHONE FWS AT ************** DURING NORMAL WORKING HOURS TO RECEIVE INSTRUCTIONS. IF YOU DO NOT FOLLOW OUR INSTRUCTIONS, WE ARE NOT OBLIGATED TO REIMBURSE YOU FOR THE COST OF ANY REPAIRS. AUTHORIZATION MUST BE OBTAINED FROM FWS PRIOR TO HAVING YOUR VEHICLE REPAIRED. WE RESERVE THE RIGHT TO INSPECT ANY VEHICLE BEFORE AUTHORIZATION OF ANY REPAIRS. IN ORDER TO MAKE A CLAIM UNDER THIS SERVICE CONTRACT YOU MUST:
1. PROVIDE TEARDOWN AUTHORIZATION WHEN REQUESTED BY ***, SO THAT THE REPAIR FACILITY CAN PROVIDE AN ACCURATE DIAGNOSIS AND ESTIMATE OF REPAIRS. WE ARE NOT OBLIGATED TO REIMBURSE YOU FOR TEARDOWN COSTS IN THE EVENT THE REPAIRS ARE NOT COVERED UNDER THE PROVISIONS OF THIS SERVICE CONTRACT;
2. IN THE EVENT OF AN EMERGENCY SITUATION THAT OCCURS AND FWS CANNOT BE REACHED, YOU CAN PROCEED WITH REPAIRS, BUT PAYMENT WILL BE IN ACCORDANCE WITH THE OTHER PROVISIONS OF THIS SERVICE CONTRACT;
3. SUBMIT A CLAIM FOR REIMBURSEMENT TO FWS, ALONG WITH ALL REQUIRED DOCUMENTS, WITHIN THIRTY (30) DAYS OF AUTHORIZATION OR REPAIR;
4. RETAIN ALL REPLACED PARTS UNTIL YOUR CLAIM IS SETTLED, AS YOU MAY BE REQUIRED TO SUBMIT THESE PARTS FOR INSPECTION.
FAILURE TO COMPLY WITH THE RESPONSIBILITIES OUTLINED HEREIN MAY RESULT IN THE DENIAL OF YOUR CLAIM. IF YOU HAVE ANY QUESTIONS WHICH CANNOT BE ANSWERED BY YOUR SELLING DEALER, PLEASE CONTACT FWS.
Because Mr. ****** did not obtain authorization from FWS prior to the repairs being made, as required pursuant to the terms of his contract, the claim has been denied. Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,
***** K. **********
Sr.ParalegalCustomer Answer
Date: 04/24/2025
Complaint: 23195889
I am rejecting this response because:The dealership who made the repair attempted to contact Fidelity for approval and was unable. Fidelity makes it impossible for the dealership to contact them thus avoiding claims. They have totally ghosted me and never responded until I contacted the BBB. My claim is legitimate and their product is a fraud.
Sincerely,
***** ******Business Response
Date: 04/28/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 28, 2025
Better Business Bureau
***************************
**************************
RE: ***** ******
Contract No.: P00014190568
Your File No.: 23195889
To Whom It May Concern:
I am responding to Mr. ****** rebuttal regarding his claim with Fidelity Warranty Services, Inc. (FWS).
FWS apologizes for any inconvenience Mr. ****** repair facility may have encountered during the reporting of his claim; however, prior authorization is required under the terms of his contract, as FWS advised Mr. ****** on March 14, 2025.
FWS strives to maintain the highest standards for customer service and FWS takes Mr.****** ******** seriously. Nonetheless,Mr. ****** failed to obtain prior authorization as required under the terms of his contract, and thus, his claim will remain denied.
Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,
***** K. **********
Sr.ParalegalCustomer Answer
Date: 04/28/2025
Complaint: 23195889
I am rejecting this response because:
Fidelitys business practice is a scam and predatory. Search the internet. There are many more customers like me who have been treated the same way. I accept the fact I was ripped off by them. Why would they only respond to me after I contacted them BBB? No one until then told me my claim was denied.
Sincerely,
***** ******Initial Complaint
Date:04/11/2025
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 March 11th, I brought my 2019 **** A6 to the service department due to a knocking sound coming from the engine. At that time, I provided the Fidelity warranty contract, and I was informed that they would coordinate directly with them.Later that week, I received a call stating that metal had been found in the engine oil and that there was a pronounced knocking sound. I was advised that an investigator would be sent the following week to assess the issue. According to the investigators findings, the engine had scored cylinder walls and would need to be replaced. However, I was told the repair would not be covered under the warranty due to the claim of a "preexisting condition."I want to clarify that the vehicle did not have any known preexisting issues at the time I purchased the warranty. In fact, the car had been brought to an **** dealership in November 2024 for a generator/alternator failure, which was covered under ****s extended warranty. At that time, the vehicle passed all tests and the multi-point inspection.I purchased the Fidelity warranty in February 2025 for added peace of mind, especially after the prior alternator issue. The vehicle had been driven less than ***** miles between that service appointment and the purchase of the warranty. The knocking noise began shortly before I brought the car in on March 11thwell after the warranty was ********* is concerning that Fidelity is denying coverage based on a claim of a preexisting issue, particularly since no inspection was done by them prior to policy activation. I respectfully request a re-evaluation of this decision and a clear explanation of how this conclusion was reached.Business Response
Date: 04/25/2025
WRITERS DIRECT LINE: **************
WRITERS DIRECT FAX: *************
April 25, 2025
Better Business Bureau
***************************
*************************
RE: ******* *******
Complaint ID: ********
To Whom It May Concern:
Fidelity Warranty Services, Inc. (FWS) is acknowledging receipt of the complaint filed by Mr. ******* ******* 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: 04/28/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 28, 2025
Better Business Bureau
***************************
*************************
RE: ******* *******-Contract No. P00082212443
Complaint ID: ********
To Whom It May Concern:
I am responding to your letter regarding the recent claim filed by *** ******* ******* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim.
On January 27, 2025, *** ******* purchased a vehicle service contract for his vehicle, which had ****** miles on the odometer at the time of purchase. On February 4, 2025, in response to *** ******** inquiry, FWS explained to ********** that he may perform the oil changes to his vehicle.
On March 12, 2025, *** ******* took his vehicle to the dealership for a concern regarding the coolant light being illuminated on the dash. After diagnosis, the dealership determined that the water pump, thermostat, and vacuum-actuated coolant components would need replacement. An inspector was dispatched by *** to verify the cause of the failures. The repair facility contacted *** again on March 13, 2025, regarding a knocking noise emitting from the engine in *********** vehicle. The repair facility determined that the engine would need to be replaced. They also found metal shavings upon the removal of the oil filters.
Also, on March 13, 2025, an inspection was performed on *** ******** vehicle. The inspection revealed a coolant leak stemming from the coolant pump and the water pump switch. No other failures were verified.
On March 21, 2025, the repair facility notified FWS they were prepared to show the engine failure of *** ******** vehicle. A second inspection was scheduled of *********** vehicle to verify the cause of the problem.
The second inspection was performed on *** ******** vehicle on March 25, 2025. The inspection revealed a loud internal knocking noise emitting from the engine when the vehicle was running. The repair technician also demonstrated via a borescope that the cylinders were scored along with cylinder delamination.
On March 27, the claim was denied by *** on the basis that the failures shown were long-term failures, which pre-existed the purchase of the contract. We note that *** ******* initially took his vehicle to the dealership for engine concerns less than 2 months after he purchased the vehicle service contract. Pre-existing conditions are excluded under the terms and conditions of *** ******** contract.
Please refer to the section of the contract titled, Exclusions From Coverage, which states:
This service contract will not pay or reimburse you for:
21. ANY BREAKDOWN CAUSED BY A CONDITION REASONABLY DETERMINED TO HAVE EXISTED PRIOR TO THE SERVICE CONTRACT PURCHASE DATE (PRE-EXISTING);
On March 27, 2025, *** ******* was informed that his claim was denied because the breakdown was determined to have existed prior to the purchase of the contract. *** ******* requested a supervisory review of his claim.
On March 28, 2025, a claim supervisor requested all the repair history and maintenance records from *********** vehicle to perform a thorough review of the claim. On March 31, 2025,*** ******* contacted *** regarding the claim decision and requested a copy of the inspection report. The claim decision was confirmed, and *** ******* was provided with a copy of the inspection report.
On April 4, 2025, a supervisor reviewed *** ******** claim and spoke with the repair facility. The repair facility provided additional pictures of the internal engine, and FWS stood on the claim denial since the failure was determined to exist prior to the purchase of the contract. The repair facility advised *** ******* to reach out to **** corporation for assistance due to a known defect associated with the engine in *** ******** vehicle.
At this time, the claim will remain denied.
Should *** ******* have any questions, he may contact the undersigned on the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 04/29/2025
Complaint: 23190683
I am rejecting this response because: as i have stated and shown with the attached documents the vehicle was in perfect running condition prior to the purchase of the contract. Also the vehicle was not showing any check engine lights or coolant lights prior to bringing the car to the **** dealership. The car was not low on coolant yet and the leak had started recentlyI have also spoken with **** of America and they do not know what known engine problems FWS is insisting they have with the ea839 engine platform
Sincerely,
******* *******Customer Answer
Date: 04/29/2025
Attached is a picture to prove that coolant leak has also just started as its slightly below the min line from the first inspection at the **** dealershipCustomer Answer
Date: 04/29/2025
Attached is a picture to prove that coolant leak has also just started as its slightly below the min line from the first inspection at the **** dealershipBusiness Response
Date: 05/05/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
May 5, 2025
Better Business Bureau
**************************************************;
******************************;
RE: ******* *******-Contract No. P00082212443
Complaint ID: ********
To Whom It May Concern:
I am responding to the additional correspondence provided by Mr. ******* regarding his claim with Fidelity Warranty Services, Inc. (FWS).
FWS strives to maintain the highest standards for customer service and FWS takes Mr. ******** feedback seriously. Our team at *** works tirelessly to review every claim to ensure it is administrated pursuant to the terms and conditions of the contract. Nonetheless, the inspection performed on Mr. ******** vehicle on March 13, 2025, documented the existence of a long-term coolant leak and other long-term failures, which pre-existed the purchase of the contract. Pre-existing conditions are excluded under the terms and conditions of Mr. ******** contract, and thus, his claim will remain denied.
Should you have any questions, you may contact me at the telephone number listed above.
Sincerely,
***** *. Beausejour
Sr. ParalegalCustomer Answer
Date: 05/15/2025
Complaint: 23190683
I am rejecting this response because:
Sincerely,
******* *******Initial Complaint
Date:04/10/2025
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 is the implementor of my extended warranty policy, and my mechanic has my car. The mechanic was unable to diagnose anything wrong with the engine without opening the engine, and then immediately called Fidelity to begin the approval process. Fidelity told them they would need to send out an adjustor to review the job, which would have required my vehicle to remain on one of the bays for several days until he could come out an visit. This would have halved the mechanic's capacity, because they only have 2 bays for cars. Fidelity is now telling the mechanic that they will not pay them because I instructed them to perform the work without authorization and that I would need to pay them and be reimbursed, however I never provided that authorization. They are now telling me that they are going to deny the claim because the work was performed. This is a blatant attempt to evade reimbursing for work under the policy I purchasedBusiness Response
Date: 04/22/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 22, 2025
Better Business Bureau
***************************
************************
RE: ****** ******
Contract No.: P00080598706
Your File No.: 23188259
To Whom It May Concern:
I am responding to your recent letter regarding the claim filed by Mr. ****** ****** with Fidelity Warranty Services****. (FWS). I have carefully reviewed the details of Mr. ******* claim and his *************** Contract coverage.
According to our records, a claim was reported to *** on April 7, 2025, regarding Mr. ******* check engine light being illuminated. The repair facility requested authorization from FWS to replace the timing components including the chain, the camshaft gears, and variable timing solenoids, as well as the water pump and thermostat, which the repair facility believed to have failed. *** advised the repair facility that, pursuant to the terms of the contract, an inspection of the vehicle was required to verify the failures, at which time FWS was informed that repairs on Mr. ******* vehicle had already begun. The repair facility was instructed to discontinue all repairs until the vehicle could be inspected,to which the repair facility agreed, and an inspection was scheduled.
On April 10, 2025, *** received the inspection report, which indicated that the repairs to Mr. ******* vehicle had already been completed upon the inspectors arrival. The inspector was provided a box of parts from an unverified vehicle, and a printout of various diagnostic codes. The inspector documented that the repairs had been authorized by the customer because the customer wanted the vehicle. *** denied Mr. ******* claim because the repairs were completed without prior authorization, which is specifically required under the terms of Mr. ******* contract. Later that day, the repair facility contacted *** regarding the inspection results and was advised that Mr. ******* claim was denied because the repairs were completed without prior authorization from *** but advised them that Mr. ****** could submit his claim for review.
Please refer to the section of Mr. ******* contract entitled, Notice to Customer,which states, in relevant part:
Notice to Customer:
You are required to obtain authorization prior to beginning any repairs covered by this Service Contract. Refer to Your Responsibilities for instructions.
Additionally, please refer to the sections entitled Miscellaneous and Your Responsibilities, which provide, in relevant part:
Miscellaneous:
What this Service Contract Does Not Cover (continued). We will not pay or cover the following:
28. Repairs performed without the Administrators prior authorization.
Your Responsibilities:
If You experience a Breakdown, You agree to:
7) Obtain Authorization from the Administrator prior to beginning any repairs covered by this Service Contract.
On April 11, 2025, *** reviewed the claim with Mr. ******* informing him that the claim was denied because the repairs had been completed before failure to the requested components could be verified by ***. As noted in the sections listed above, repairs performed without prior authorization by *** are specifically excluded from coverage, pursuant to the terms of Mr. ******* contract. As such, Mr. ******* claim will remain denied.
*** believes Mr. ******* claim has been administered according to the terms and conditions of his contract, as outlined above. Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,
***** K. **********
Sr.ParalegalInitial Complaint
Date:04/08/2025
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 purchased a third party auto warranty from Fidelity to protect myself from engine issues. While traveling across the country with my family, from ******* to *****, my truck suffered a catastrophic engine failure in *******, stranding myself and my family there. We got the truck towed to a dealership in *******, AZ that could handle the warranty work. The Fidelity adjuster claims the failure was due to an oil filter collapse, and stated that Fidelity will not honor the warranty or cover the work needed to repair the truck. I'm pretty mechanically savvy, and do not agree with the adjuster. Neither does the dealership and has stated as such. There is no way to prove that the oil filter issue was the cause of the failure, or a result of the failure, especially as there should be fail safes in place, that did not activate. We want the repairs covered. We do subscribe to a legal service, and it will not put us out to get an attorney involved. If we have to go that route, we will not only seek repairs covered, but also the costs of additional testing to prove the warranty should be covering repairs, room and board for my family, the costs of cancelled vacation plans, and emotional distress. It would behoove Fidelity to honor their warranty from the beginning. Fidelity made multiple false statements, including stating that my truck was used for commercial use because of racks attached to the bed of my truck...the racks are used for carrying my personal kayak. It was quite clear they came with a list of things that they use as a blanket statement to get out of paying warranty claims. We have no intention of rolling over and will use every resource at our disposal. As a 100% disabled Army veteran, I have several, and am not beyond getting multiple agencies involved, and news sources if I need to.Business Response
Date: 04/10/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 10, 2025
Better Business Bureau
***************************
*************************
RE: ***** ********
Complaint ID No. ********
To Whom It May Concern:
I am responding to your letter regarding the complaint filed by Mr. ***** ******** against Fidelity Warranty Services, Inc. (FWS).
Please be advised that *** is unable to locate Mr. ********* contract without additional information. To locate Mr.********* contract, we will need his contract number, Vehicle Identification Number (VIN), and/or a copy of his retail installment agreement relating to the purchase of this Vehicle. Once we obtain the necessary information, FWS will be able to investigate this matter and provide you with a thorough response.
Please forward the additional information regarding this matter to my attention at the above listed address or via the facsimile number listed above. Should you have any questions, please contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 04/10/2025
Complaint: 23178767
I am rejecting this response because: No resolution was offered.I have attached the requested information.
The contract number is: P00020910592
The VIN is: *****************
The vehicle is well within the specifics of the contract and has abided by all stipulations therein, including producing maintenance records and receipts.
I have attached additional information regarding why the reason given as denial of the claim, IE oil filter collapse, is a breach of contract. The picture depicts the base of the oil filter housing, where the bypass valve for the oil filter is annotated.
Excerpt from the following website, which serves as a technical bulletin on why it's important to look for other indicators if an oil filter becomes compromised: ****************************************************************
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------
"When a collapsed center tube or element is discovered, the natural tendency is to assume something is wrong with the filter.
This is generally not the case, but instead is a symptom of problems with internal engine components.
Most engines incorporate a bypass valve across the inlet and outlet of the full flow oil filter within the lube oil system. The valve is designed to open and bypass oil around the filter and/or element when the restriction reaches its opening pressure.The bypass flow circuit ensures oil flow to the engine when there is a significant restriction across the filter due to element plugging or cold start conditions. Typically, engine manufacturers design bypass valves to open at a pressure differential of approximately 10 to 30 psid with some as low as 4 psid (28 kPad), and others opening as high as 75 psid (500 kPad). Some engine manufacturers locate the bypass valve in the filter mounting base on the engine, while others locate the valve within the filter. Either way, the same purpose is served.
Oil filters are designed to withstand differential pressures significantly greater than those experienced under normal operating conditions. Therefore, when a center tube or element has collapsed, it is usually the result of a sticking or otherwise malfunctioning bypass valve.
In some instances, a sticky filter bypass valve alone is not enough to collapse the center tube or element. The oil pump pressure regulating valve may also stick in the closed position, which results in increased pressure and oil flow through the filter. Although this condition may be only momentary, it can quickly collapse the center tube if the bypass valve fails to, or is unable to, relieve the excessive differential pressure.
A collapsed center tube or element can lead to a loss of filtration and oil flow to the engine. There is the possibility that interior parts of the filter or filter media may be physically displaced and could migrate into the system interfering with the oil flow. Additionally, debris and contaminants that are held by the filter may be released.
The malfunction of the filter bypass and oil pump pressure regulating valves and the subsequent collapse of the center tube or element may not cause noticeable damage. However, at times it can result in a catastrophic failure of the engine caused by the seizure of a piston, connecting rod or main crankshaft bearings among other failure possibilities.
The malfunction of filter bypass valves and pressure regulating valves has been traced to:
Sticky surfaces caused by cold, highly viscous oil
Oil contaminated by excessive condensation, coolant or oxidation
Neglect - extended oil drain and filter change intervals
Carbon grit that temporarily jams a valve
Sudden acceleration of the engine with any of the above conditions.Discovery of a filter with a collapsed center tube or element calls for the inspection of the bypass valve, if not built into the filter, and the oil pump pressure regulating valve, plus a review of the engines performance and maintenance history."
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The last paragraph is of particular importance in this case. The Fidelity inspector denied the claim simply upon the basis that the oil filter was damaged, and without due process outside of the assumption that the oil filter was the cause of the failure. I provided the dealership with the maintenance logs and receipts of the vehicle's maintenance history, including an oil and filter change approximately 2000 miles prior to the failure. All maintenance that I performed on the vehicle was within accordance of the specified maintenance requirements located within the owners manual (and even the ***************** Bulletin (TSB ******) Mopar issued on July 20, 2016, that updated oil spec for vehicles with the 3.0L Ecodiesel built on or before June 30, 2016 to API CJ-4 certified 5W-40 full synthetic oil (which I used 5w40 Shell ******* T6, which abides by such certification.)
There was no indication that the engine had any issues right up to the point of failure, other than a "low oil pressure" message on the screen simultaneously with the engine losing power and shutting down on the interstate.
The work should be covered because the bypass system, as well as the oil pressure regulator valve in the oil pump (which are internally lubricated components of the engine, as are stated as covered in the contract) are implicated as faulty should an oil filter collapse as such.
Sincerely,
***** ********Business Response
Date: 04/24/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 24, 2025
Better Business Bureau
***************************
*********************************************
RE: ***** ********
Contract No.: P00020910592
Your Case ID: ********
To Whom It May Concern:
I am responding to your recent letter regarding the claim filed by Mr. ******** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. ********* claim, and the coverage offered under the above-referenced ************************** Contract.
According to our records, *********** contacted *** on March 31, 2025, and reported that his vehicle had experienced a catastrophic engine failure while driving across the country. Mr. ******** was advised to have the repair facility contact *** to initiate a claim as prior authorization is required before performing any vehicle repairs.
On April 3, 2025, FWS received a call from the repair facility requesting authorization to replace ************ long block due to catastrophic engine failure and possible failed engine bearings. The analyst advised the repair facility that an inspection of the vehicle and the vehicles maintenance documents were required to proceed with the claim. The inspection was subsequently scheduled.
On April 7, 2025, *** received the inspection report which stated that the vehicle had an aftermarket bumper,tuner, and ladder rack installed. The inspector noted that the oil filter collapsed and there was metal debris inside the filter. No external leaks or signs of abuse were observed.
After reviewing the inspection report, *** denied Mr. ********* claim as the only cause of engine failure identified during the inspection was the collapsed oil filter. Pursuant to the terms of Mr. ********* contract, the oil filter is not a covered part.Specifically, the contract states that it will reimburse only for those parts that are specifically listed as covered under the coverage plan selected which,in Mr. ********* case is Powertrain Coverage. Please see 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;
See the contract section entitled Vehicle Covered Parts, Powertrain Coverage Plan, for a complete listing of parts covered pursuant to the terms of Mr. ********* contract.
On April 9, 2025, *** provided *********** with a sample copy of his contract, at his request. Later that day, FWS reviewed the claim information with Mr. ********* advising him that the denial of the claim was the result of a failed oil filter, which was the only failure identified by the inspection.
Should Mr. ******** wish to provide the repair facility with authorization for teardown to determine an exact cause of failure, he can have the repair facility contact *** so that another inspection can be scheduled. Once the inspection is completed, eligibility for coverage will be reviewed pursuant to the terms and conditions of ************ contract. Please note that diagnostic charges are only covered in conjunction with a covered Mechanical Breakdown, as stated under the section of Mr. ********* contract titled Diagnostics Coverage.
Should you have any questions, you may contact me at the telephone number listed above.
Sincerely,
***** K. **********
Sr. Paralegal
Initial Complaint
Date:04/04/2025
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.
Had a warranty on vehicle that they wilp not cover biggeat issue is ****** **** refuaes to let me speak to a manager and has been rude. Said he does not havw to let me speak and hia answer is final. I was refered by ******Business Response
Date: 04/10/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 10, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: Bj Cribb
Complaint ***********
To Whom It May Concern:
I am responding to your letter regarding the complaint filed by Mr. ***** against Fidelity Warranty Services, Inc. (FWS).
Please be advised that *** is unable to locate a contract with Mr. ***** based on the limited information provided. It would greatly assist us if Mr. ***** could forward his contract number, Vehicle Identification Number (VIN), and/or a copy of his retail installment contract from the purchase of this vehicle, so that we are able to locate his contract and address his concerns.
Please forward the additional information regarding this matter to my attention at the above-listed address or via facsimile. Should you have any questions, please contact me at the telephone number listed above.
Sincerely,
***** *. Beausejour
Sr. ParalegalInitial Complaint
Date:03/31/2025
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 purchased a Platinum extended warranty through Fidelity Warranty Services for my 2017 Kia ******** engine failed, and a repair was authorized under warranty, but the issue was not fixed the car continues to misfire, and the check engine light is back with the same codes (P0301, P0303).The dealership originally recommended replacing the full long block, but Fidelity authorized only a short block replacement. That repair failed. Now the service center is saying a new cylinder head is needed, but Fidelity only offered partial coverage ($1,316) for a repair that costs over $4,500.I also requested an official repair report from Fidelity more than a week ago I called twice, and I have received no response.I am stuck with an undriveable vehicle and no resolution. Fidelity refuses to complete the repair and is avoiding communication. I am requesting full coverage of the needed repair or a settlement resolution.If I continue to be ignored, I will escalate legally.Business Response
Date: 04/11/2025
WRITERS DIRECT LINE: **************
WRITERS DIRECT FAX: **************
April 11, 2025
Better Business Bureau
***************************
*************************
RE: Shamsiddin Aslamov
Complaint ID No. ********
To Whom It May Concern:
Fidelity Warranty Services, Inc. (FWS) is in receipt of the complaint filed by ********************************* 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: 04/19/2025
Complaint: 23139050
I am rejecting this response because:
Sincerely,
Shamsiddin AslamovBusiness Response
Date: 04/21/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 21, 2025
Better Business Bureau
*********************************************************;
******************************;
RE: Shamsiddin *******-Contract No. P00080547120
Complaint ID: ********
To Whom It May Concern:
I am responding to your recent letter regarding the claim filed by ********************** with Fidelity Warranty Services, Inc.(FWS) regarding his vehicle service contract. I have carefully reviewed the details of Mr. ******** claim and vehicle service contract coverage.
Mr. ******** service contract contains the following provision, applicable to this dispute:
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. If the ******** Official Used Car Guide vehicle valuation is unavailable, not widely recognized, or not commonly used in the geographic area, FWS may use another market retail valuation method
To date, FWS has paid $6,558.79 for claims submitted by Mr. ******* under his service contract:
The value of Mr. ******** vehicle at the time of purchase was $9,225.00. Based on the provision above, the remaining benefit available to Mr. ******* under his service contract is approximately $2,666.21. (We note that this amount is approximated because, despite **** request, Mr. ******* has not provided FWS with a copy of the Buyers Order from his vehicle purchase so that the exact price he paid for the vehicle can be determined. If Mr.******* provides the Buyers Order, FWS is ready to provide the exact amount of benefit remaining available under the service contract.) Mr. ******** most recent claim for replacement of a cylinder head is expected to exceed the remaining benefit available to him.
With that background, FWS remains willing to authorize Mr. ******** current claim up to his contracts limits of liability. Mr. ******* will be responsible for all repair costs associated with his claim that exceed this amount. Should Mr. ******* wish to proceed with his claim, with the understanding that all costs that exceed the Limit of Liability will be his sole responsibility, he should forward the Buyer's Order to FWS. Once the Limit of Liability is determined, FWS will proceed with the claim. We trust that this has answered any questions that Mr. ******* had regarding this matter.Should he have any additional questions, he may contact the undersigned at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr.ParalegalCustomer Answer
Date: 04/25/2025
Complaint: 23139050To Whom It May Concern,
Thank you for your response regarding my service contract claim. I appreciate the time taken to review the case. However, I must respectfully address several critical issues that remain unresolved and require further clarification.
---
1. Prior Approval Without Buyer's Order
FWS previously authorized a major engine repair (short block replacement) without requiring a Buyer's Order. That approval led to a repair that ultimately failed to resolve the underlying issue. Introducing the Buyer's Order requirement now after authorizing and funding significant repairs raises concerns about fairness, transparency, and consistency.
Moreover, the Buyer's Order figure is a contractual element and should not be retroactively treated as an adjustable assumption.
---
2. Documented Ineffectiveness of Prior Repair
Both the servicing dealership (********** **** and FWS-appointed inspectors confirmed that the original issue engine misfires, low compression, and bucking persisted after the authorized short block repair. The final inspection report documents:
Misfires on all four cylinders
Compression levels significantly below factory specifications
Ongoing engine performance issues
This confirms that the initial authorized repair failed to correct the root cause, and therefore the claim remains open and unresolved.
---
3. Dismissal of a More Effective and Lower-Cost Repair Recommendation
Initially, the dealership recommended cylinder head replacement a repair more directly addressing the clogged EGR ports and misfire symptoms. *** declined this proposal in favor of the short block strategy, which ultimately proved less effective and more expensive.
This decision squandered coverage funds while leaving the primary defect uncorrected, despite my full compliance with the claims process.
---
4. Ongoing Validity of the Current Claim
FWS currently estimates that approximately $2,666.21 remains available under the coverage limit. I respectfully remind that the engine defect at issue is the same one that triggered the original claim and remains unresolved. Therefore, this is not a new or unrelated claim but the continuation of the same mechanical failure.
I am willing to proceed under the remaining coverage limit and submit the requested documentation. However, I ask that FWS acknowledge that the situation results from an ineffective authorized repair not from a separate or newly arising defect.
---
5. Contractual Language and **************************************************** contract contains no provision requiring submission of a Buyer's Order to validate or determine the Limit of Liability, nor does it authorize FWS to retroactively modify benefit calculations based on an administrative omission.
Furthermore, under the implied covenant of good faith and fair dealing inherent in all contracts, *** has an obligation to act reasonably and to avoid frustrating the essential purpose of the agreement namely, restoring my vehicle to operable condition.
To deny adequate resolution following an ineffective authorized repair would constitute a breach of these contractual obligations.
---
6. Ongoing Financial Harm to the Consumer
Additionally, I continue to make monthly payments on both my vehicle loan (through *************** and a separate financing agreement for the extended warranty, which was sold to me by *** ********** without any Buyer's Order documentation required at the time of contract issuance.
I am paying approximately $300 per month for a warranty product that has failed to fulfill its purpose while also continuing to pay for a vehicle that remains undrivable due to ineffective repairs authorized and paid for by ****
I raise these points not merely as grievances, but as evidence of ongoing financial harm resulting directly from FWSs decisions.
---
7. Supporting Inspection Evidence
The official inspection report from FWS (April 2025), provided in response to my request, confirms the following:
> *** recommends replacing the cylinder head.
Failure could be consistent with clogged EGR ports in cylinder head causing misfiring on all 4 cylinders.
Another dealership replaced the short block in 2021... they did not replace the cylinder head.
This demonstrates that FWS knowingly approved a short block repair despite documented evidence that the cylinder head remained the likely source of the failure.
---
8. Confirmed Cylinder Head Failure Ignored by FWS
The same inspection report further confirms:
Engine misfires were confirmed on all four cylinders
Trouble codes (P0038, P0133, P016B, P0A0F) indicated combustion issues and failure to start
Compression testing showed ****** psi below factory norms
The technician confirmed that a long block would be a cheaper and more effective solution than a short block paired with a cylinder head assembly
This reinforces the fact that *** acted against the technical advice of its own inspector, failed to remedy the defect, and exhausted the contract limit through an ineffective repair.
---
In light of the failed repair strategy, inspector-confirmed technical recommendations that were ignored, and ongoing financial harm caused by **** decisions, I respectfully request the following resolution:
Primary Request:
FWS must fully fund the proper repair to restore my vehicle to operational condition, regardless of the remaining contract limit. This is a necessary corrective action for the previously approved, ineffective repair.
Alternative Acceptable Resolution (if full repair is denied):
1. Full refund of all payments made toward the extended warranty contract;
2. Cancellation of the remaining financed balance related to the warranty;
3. Written release from further obligation under the contract;
4. Consideration of reasonable compensation for vehicle downtime and related hardship, including continued payments on a vehicle rendered undrivable.
I am committed to resolving this matter in good faith but cannot accept that I continue paying for both a warranty and a vehicle that provide me no value or use.I remain cooperative and willing to resolve this matter transparently and respectfully.
Sincerely,
Shamsiddin Aslamov
Email: **************************
Initial Complaint
Date:03/28/2025
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.
In 2020 I purchased a 2020 ***** 2500 pick up truck.This year I took my truck in for warranty service. I have a front bumper sensor bad.This should have been covered under Fidelity Warranty. They declined to fix this problem due to my truck having a snow plow mounting. They told me that its a commercial ****************************** was void. There was nothing in my contract that says I could not plow snow under this ************************* truck is registered in my name, insurance is in my name. I was screwed out of $1895.00. I have since cancelled this so called warranty. Fidelity should not be able to continue to practice this miss leading business practicesBusiness Response
Date: 04/10/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 10, 2025
Better Business Bureau
*****************************
*************************
RE: **** *********-Contract No.: P00014160950
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 his claim and vehicle service contract coverage.
Mr. ********* brought his vehicle to a repair facility on January 27, 2025, regarding the following issues: a service park assist message, the tailgate self-opening, and a coolant smell. The repair facility commenced Mr. ********** claim on January 28, 2025, regarding an issue with the right front parking assist sensor and a tailgate release switch. No failure was found with a coolant smell. The claim analyst was advised by the repair facility that additional labor would be required since there was a snowplow attached to the front bumper of the vehicle. The claim was denied since Mr. ********** vehicle had a snowplow attached and was being utilized for light duty commercial use.Please refer to the Exclusions From Coverage section of the contract, which states:
This service contract will not pay or reimburse you for:
13. ANY CLAIM IF YOUR VEHICLE IS USED FOR COMMERCIAL DELIVERY/SERVICE/REPAIR OR SNOW REMOVAL (UNLESSYOU HAVE SELECTED THE LIGHT DUTY COMMERCIAL USE COVERAGE ON THIS SERVICE CONTRACT AND YOUR VEHICLE QUALIFIES FOR SUCH COVERAGE);
Because Mr. ********* was using his vehicle for snow removal purposes and did not select the light duty commercial use option shown on page 1 of his contract, his claim will remain denied.
If Mr. ********* has any additional information he would like FWS to consider or has any additional questions, he may contact the undersigned at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalInitial Complaint
Date:03/27/2025
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 purchased my car on 2-3-25 from **** *******. I signed a contract at that time through Fidelity Warranty Services **** Contract # P0082296382 Mechanical Failure, #P0082296384 Carefree Windshield and P0082296383 ****************** After reviewing the Warranty I decided to cancel these contracts as allowed per the Service Contract agreement which I have attached. The contract states I can contact *** directly or go back to the dealer. I am canceling the contract before the 60 days which is allowed. when I called a representitive names Schelanda told me I can not cancel directly over the phone and I had to use their Roadready Hub. When I explained the clearly written contract states I can she tranfered me to a voice mail box. When I logged onto ************* I was forced to creat an account. Then in order to cancel it is requiring me to see my selling dealer or a notary. This is not what the Contract is stating I have to do if it has been less than 60 days. I completed the request to cancel without the unauthorized Odometer statement and attached the contract page cancellation agreement. The web site took that but stated it takes 30 days to cancel. Something else that is not in the contract I was given and signed for. it does state any refund would be paid or credited in 30 days. Big difference.Business Response
Date: 04/09/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 9, 2025
Better Business Bureau
*****************************
*************************
RE: ***** ****
Contract No. P00082296382,P00082296383, P00082296384
Complaint ID: ********
To Whom It May Concern:
I am responding to your email regarding your request to cancel the above-referenced contracts with Fidelity Warranty Services, Inc. (FWS).
FWS is willing to assist Mr. **** with the cancellation of his ************************** Contract (P00082296382) and **************** Maintenance Plan contract (P00082296383).For us to process the cancellations, please forward us (i) the mileage currently on the vehicle, (ii) a statement from the lienholder indicating that no credit was ever received from the dealership, and (iii) the completed cancellation form which will need to be completed by Mr. **** to process the cancellation. Once this information is received, we will process the cancellation effective on the date in which the cancellation request was made and issue the refund to the lienholder pursuant to the terms of the contract. If the lien has been satisfied or there is no lien, the refund will be issued directly to Mr. ******************* note that the ********************************************** Warranty (Contract No. P00082296384) which was purchased by Mr. **** is non-cancellable. Please refer to the section of the Limited Warranty entitled Cancellation, which provides:
CANCELLATION. This Warranty is non-cancellable.
Should you have any questions, please feel free to contact me at the telephone number listed above.
Sincerely,/s
***** K. **********
Sr.ParalegalInitial Complaint
Date:03/26/2025
Type: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.
In August of 2020, I purchased a new 2020 Chevrolet Silverado at Ourisman Chevrolet of *********. I purchased the extended powertrain warranty there, which is serviced by Fidelity. On March 10, 2025, I dropped the truck off at ******** Chevrolet for engine and transmission trouble. It was found that major work needed to be done on both. ******** contacted me the next day and said they needed a full teardown authorization from me, because Fidelity wanted to send someone to inspect the truck themselves. That Thursday they came and inspected the truck. I called Fidelity the next morning and was told that the repairs were "expensive" and I needed to provide them with oil change maintenance history for the life of the truck, or my claim would be denied. I gathered all of the receipts i could from various places I went to and submitted them on March 21, 2025, along with a hand written log of all of the oil changes that were done since I purchased the truck. Today, March 26, 2025, I was notified from my service advisor that they weren't going to honor my contract if I can't produce the last 3 receipts from the oil that I purchased. In the meantime, I have been paying out of pocket for a rental, which should also be covered. They are trying everything they can to not have to pay for these repairs. I purchased an extended warranty so I wouldn't have to worry about this kind of stuff, but they are really making things difficult. I want my truck fixed, and my money back from this rental that I have to pay for.Business Response
Date: 04/04/2025
WRITER'S DIRECT LINE: ************
WRITER'S DIRECT FAX: ************
April 4, 2025
Better Business Bureau
***************************
*************************
RE: ****** ******-Contract No. P00015297048
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 the claim and ****************** contract.
On March 10, 2025, Mr. ****** presented his vehicle to a repair facility with the following issues: an illuminated check engine light, engine noise and vibration, hard shift/slip from the transmission at low speed, and a trailer brake warning light. The repair facility also inquired about a rental vehicle for Mr. ****** since his vehicle had not yet been diagnosed.The claim analyst advised that rental was only eligible for authorized claims and inspection delays.
On March 11, 2025, the repair facility initiated Mr. ******* claim regarding the camshaft, lifters, and upper seal. *** informed the repair facility that an inspection would be required to verify the failure of the vehicle, pursuant to the terms of ******************* contract.
On March 13, 2025, an inspection was performed on the vehicle. The inspection revealed that cylinder number four and the intake hydraulic roller lifter were scored and worn, and the corresponding camshaft lobe was also damaged.
On March 14, 2025, Mr. ****** contacted *** regarding the vehicle. The claims analyst advised that the inspection report had been received, but that certain failures had not yet been verified. The claims analyst advised the customer that, pursuant to the terms of the service contract, the vehicles maintenance records would be required before a final decision could be made. *** also requested that the dealership contact us to discuss the claim details.
On March 24, 2025, *** provided the repair facility with an email address to which they could submit the required maintenance records for Mr. ******* vehicle. Later that day, *** received maintenance records for service provided at ****** miles, ****** miles, and ****** miles, as well as handwritten documents for service provided at ****** miles, ****** miles, ****** miles and ****** miles. However, multiple maintenance records were still missing.
On March 26, 2025, the repair facility was informed that there were missing maintenance records for Mr. ******* vehicle. However,they indicated that they did not have any additional maintenance records. The repair facility was advised that the claim would be closed until the requested maintenance documents were submitted.
On April 3, 2025, *** received the additional requested maintenance records for Mr. ******* vehicle. Thus, *** authorized Mr. ******* claim in the amount of $8,940.14, which included $2,689.09 for parts, $6,189.70 for labor, $161.35 for taxes, less Mr. ******* $100.00 deductible.
We trust that this matter was resolved to Mr.******* satisfaction as FWS values him as a customer. Should Mr. ****** have any additional questions, he should feel free to contact me at the telephone number listed above.
Sincerely,/S
***** K. **********
Sr. ParalegalCustomer Answer
Date: 04/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******
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