Complaints

This profile includes complaints for Fidelity Warranty Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

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

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Fidelity Warranty Services, Inc.

  350 Jim Moran Blvd Deerfield Beach, FL 33442-1700

  
• 

  Fidelity Warranty Services, Inc.

  PO Box 8567 Deerfield Beach, FL 33443

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ******* plan July 29, 2024 when I purchased my 2019 camaro from carmax with 3498 miles on the vehicle. The engine failed at ****** miles. ****** repair facility could not get to vehicle until 4/2025. So I had to use an approved repair pal facility. On inspection the facility confirmed that one of the bearings failed, there is a significant amount of metal in the oil pan/ filter due to the failure. They sent out an adjuster who agreed with the repair facility that the engine needs to be replaced. Now Fidelity wants the engine torn down and is delaying the necessary replacement. I just want Fidelity to approve the warranty repair so I can get my car back on the road where it belongs.

  

  Business Response

  Date: 04/09/2025

  WRITER'S DIRECT LINE:        ?************
  WRITER'S DIRECT FAX:         ************
  
  April 9, 2025
  
  Better Business Bureau 
  *********************************************************;
  ******************************;
  
  RE:     ******* *******-Contract No. P00080408214
             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). I have carefully reviewed the details of the claim and vehicle service contract coverage.
  
  On March 11, 2025, Mr. ******* vehicle was towed to a repair facility with complaints of the  following issues: the vehicle running rough while driving, stalling and failure to start, and a chirping noise. The repair facility initiated a claim with *** to replace the engine due to a possible internal bearing failure.  *** informed the repair facility that an inspection of the vehicle would be required, pursuant to the terms of the contract, in order to determine the cause of failure.
  
  On March 12, 2025, an inspection was performed on Mr. ******* vehicle. The inspection revealed that the engine was seized, and metal debris was found in the oil filter. However, no diagnostic codes were stored, and there were no signs of abuse or external oil leaks.
  
  On March 26, 2025, Mr. ******* contacted *** regarding the status of his claim. He was informed that additional diagnostics were needed to determine the cause of the engine failure in his vehicle and FWS requested that the repair facility contact FWS directly for further discussion. Mr. ******* contacted *** again on March 31, 2025, regarding the status of the claim. *** informed Mr. ******* that they had not yet heard back from the repair facility to discuss the next steps.
  
  However,please note that in order to proceed with the claim, Mr. ******* will need to provide teardown authorization, so that the repair facility can provide an accurate diagnosis of the cause of failure, given that the inspection performed did not identify the cause of failure. Please refer to the section of the contract titled, Your Responsibilities which states:
  
  If you experience a Breakdown, you agree to:
  
  1) Use all reasonable means to protect Your Vehicle from further damage.
  2)Notify the Administrator as soon as possible.
  3)Authorize the Repair Facility to perform necessary diagnostic work and provide teardown authorization so that the Repair Facility can provide an accurate diagnosis and estimate of repairs. IMPORTANT: WE WILL N OT PAY FOR DIAGNOSIS CHARGES FOR REPAIRS NOT COVERED UNDER THIS SERVICE CONTRACT.
  
  To date, FWS has been unable to reach the repair facility to discuss the required teardown authorization from Mr. ********  *** asks that Mr. ******* have the repair facility contact ******************* Administrative Specialist for FWS, at ************** to discuss the claim.
  
  We trust that this has answered any questions that Mr. ******* had regarding this matter. Should Mr. ******* have any additional questions, he may contact the undersigned at the telephone number listed above.
  
  Sincerely,

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

  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23119628
  
  I am rejecting this response because:
  
  Fidelity did not make adequate effort with communication about anything holding up the repair process. 
  

  Though it was difficult, I was able to get the repair process moving and repairs are making progress. This process was made unnecessarily difficult by Fidelity.

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

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this extended warranty when I purchased my 2019 ***** CR-V. I have not had any reason in the 5 or so years to use the warranty for any repairs. In the past 2 months the front windshield wipers have not been working past the Intermediate function. When it rains heavy here in *******, I can not use the CR-V. I just recently found time to bring it into ****** ***** here in ************ to be repaired. I knew it would take more that one day to repair. When I went to pick up the car, I was informed that Fidelity Warranty would not cover the repair. They said it was cosmetic and the casing that had to be repaired was called "TRIM". I man not sure how a casing that would repair the wiper arm since this is what was causing the wipers not to function properly. I spoke to several people in the **************** area and they all reviewed my contract with the response " YOU ARE COVERED" Now that I had ****** make all the necessary repairs, now I find out that Fidelity will not cover a needed part to allow me to use my CR-V in any weather. I also spoke to ***** who is a LEAD in the company and he would not back down from the word/repair "TRIM". I still have four & half years remaining on my contract. This is a maintenance contract and I have the feeling that their interpretation of Maintenance and mine have to be very different.

  

  Business Response

  Date: 04/10/2025

  WRITER'S DIRECT LINE:   ************
  WRITER'S DIRECT FAX:    ************
  
  April 10, 2025
  
  Better Business Bureau 
  *********************************************************;
  ******************************;
  
  RE:     ******* *******-Contract No.: P00009963424
             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            his claim and vehicle service contract coverage.
  
  On March 24, 2025, *** ******* took his vehicle to the dealership due to the windshield washer not functioning and a loose steering wheel cover.  *** ******* was informed by *** that diagnostic charges are eligible only for covered repairs.  The FWS claim analyst reviewed the contract with the customer and advised that the steering column wiper motor controls and wiper motor are eligible for coverage under the terms of the contract.
  
  Later that day, a repair facility initiated a claim with *** to replace the windshield washer pump and the steering column covers in *** ******** vehicle. *** authorized the claim for the windshield washer pump but informed the repair facility that the steering column covers are considered a trim piece, which is specifically excluded from coverage under the terms of the contract.
  
  Please refer to the section of the contract titled Exclusions From Coverage which states:
  
  THIS SERVICE CONTRACT WILL NOT PAY OR REIMBURSE YOU FOR:
  
  15.  UNDER PLATINUM COVERAGE, ANY OF THE FOLLOWING PARTS: BRAKE LININGS, BRAKE DRUMS AND ROTORS, DISC BR.AKE PADS, STANDARD MANUAL TRANSMISSION CLUTCH FRICTION DISC, PRESSURE PLATE, PILOT BEARING, THROW-OUT BEARING AND ARM, AIRBAGS, SOLAR POWERED DEVICES, GLASS, LENSES, SEALED BEAMS, BODY PARTS AND/OR PANELS, WEATHER STRIPPING, TRIM. MOLDINGS,
  
  The claim for the steering column covers will remain denied as such parts serve no mechanical function and are trim pieces which are specifically excluded under the terms of the contract.
  
  Should ********** have any additional information he would like us to consider or any further questions, he may contact the undersigned at telephone number listed above.
  
  Sincerely,
  

  /s
  
  ***** K.**********
  Sr. Paralegal
  

  
  

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23115720
  
  I am rejecting this response because: The steering wheel column that was causing the windshield wipers to not work at 100% of its capacity. The column that had to be replaced had a defect and would not allow the wipers to function fully. This column had to be replaced in order for the wipers to perform at capacity. This part was not a cosmetic or trim replacement as stated by ***. There is a casing that had to be replaced in order for the 2019 ***** CR-V to perform at 100%. At this point FWS based on the contract that I purchased from them back in 2019, should honor the product that they sold to me from ******************. If I had accepted this half function reason that I brought the CR-V to be repaired, I could have place myself and my family in danger. This contract that was sold to me in 2019 with a 10 year warranty was a fully Maintenance agreement that for any reason " Maintenance should be repaired to 100% to allow the safety of the vehicle." At this point *** has not complied with their end of the contract. I will continue to take this complaint to the next level so that other claims that meet the agreement are accepted. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/25/2025

  WRITER'S DIRECT LINE:   ************
  WRITER'S DIRECT FAX:    ************
  
  April 25, 2025
  
  Better Business Bureau 
  *********************************************************;
  ******************************;
  
  RE:     ******* *******-Contract No.: P00009963424
             Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to Mr. ******** rebuttal regarding his claim with Fidelity Warranty Services, Inc. (FWS).
  
  As stated in our previous response,the steering column covers requested by the repair facility for replacement in Mr. ******** vehicle serve no mechanical function.  Steering column covers are trim pieces, as clearly denoted on the repair order provided by Mr. ******** in which the repair facility documented the diagnosis of and necessary repair to Mr. ******** vehicle as found upper and lower trim around steering column warped.replaced both trim pieces. 
  
  Pursuant to the terms and conditions of Mr. ******** contract, trim pieces are specifically excluded from coverage pursuant to the terms of Mr. ******** contract, and thus, his claim will remain denied.
  
  Should you have any questions, please feel free to contact the me at telephone number listed above.
  
  Sincerely,
  
  ***** K.**********
  Sr. Paralegal

• Initial Complaint

  Date:03/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2017 ****** Sentra has a broken transmission. My warranty with this company states it is for 7 years or ******* miles..... neither has been hit yet. They are refusing to pay for my transmission and saying that they will only pay for repairs up to the purchase price of the car. The company said there is only $4261.21 in repairs they will still pay for. I uploaded the contract and it does not state at all nowhere does it state it they only pay repairs until you hit the purchase price of the car! NOWHERE! I want my transmission fixed and they will be paying for the transmission and the labor. Just that only nothing else. You can read for yourself it does not say purchase price at all. I have attached a copy of the SIGNED CONTRACT THAT I HAVE SIGNED! IT CLEARLY STATES 7 YEARS OR ******* MILES! The car in question has a little over ****** miles on it. They are in breach of their contract 100% that I paid $3933.32 for this warranty and need to pay for the repair to our transmission and the labor for it! The total for the transmission and labor will be just under $6,000 total I asked my service advisor about it. That is the total that she gave me. There is only one solution and it is THEY PAY TO FIX THE TRANSMISSION THE WHOLE AMOUNT ACCORDING TO THE CONTRACT I PAID AND SIGNED FOR!

  

  Business Response

  Date: 04/04/2025

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************
  
  
  April 4, 2025
  
  Better Business Bureau
  *****************************
  *************************
  
  RE:      ******* **********, Jr.
              Contract No. P00016070266
              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). I have carefully reviewed the details of Mr. *********** claim and contract coverage including the section of the contract titled Limits of Liability, which states:
  
  LIMITS OF LIABILITY: For any one repair visit, all benefits paid or payable shall not exceed the ******** Official Used Car Guide retail value of YOUR vehicle at the instant prior to the most recent loss. 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...
  
  On March 20, 2025, a claim was reported to FWS, regarding Mr. *********** vehicle experiencing the following issues: no acceleration, hard shifting, and vibration. The repair facility determined that the transmission needed to be replaced. The claim analyst advised the repair facility that *** would need the buyers order to verify the purchase price of the vehicle, due to the restrictions set forth in the Limits of Liability section of the contract. The claim analyst advised that *** would be scheduling an inspection to determine the cause of the problem.
  
  On March 21, 2025, an inspection was performed on the vehicle. The inspector indicated that there was a slow response from the vehicle when accelerating. In addition, a code was present, which confirmed that the air conditioning control was shutting off or glitching at the time. The claim analyst again requested the buyers order before a decision could be made regarding whether the claim was eligible for coverage under the contract due to the Limits of Liability section.
  
  During the processing of the claim, it was determined that Mr. ********** was close to reaching the Limits of Liability as defined under the service contract. As outlined above, the Limits of Liability clause states that aggregate total of all benefits paid or payable during the term of the service contract shall not exceed the price paid for the vehicle.
  
  On March 24, 2025, ************* was notified again that a copy of the buyers order would be required to determine eligibility of the repair pursuant to the terms of the contract.
  
  On March 24, 2025, ************** wife also contacted *** regarding the vehicle claim. She was also advised that *** would need the buyers order relating to the vehicle, for FWS to determine the applicable Limits of Liability of the contract. On March *******, Mr. ********** was provided a sample copy of his contract. Once *** receives the buyers order, *** will be able to make a final decision regarding the status of Mr. *********** claim under the terms of the contract. We ask that Mr. ********** please forward the buyers order directly to me as soon as possible.
  
  We trust this letter has answered any questions that Mr. ********** has regarding this matter. Should he have any additional questions, he may contact me at the telephone number listed above.
  
  Sincerely,
  

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

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23109963
  
  I am rejecting this response because:I looked at the contract that I signed and there is NO LIMIT OF LIABILITY OF WHAT I SIGNED! IF ****** WAS SUPPOSED TO PROVIDE ME WITH SOMETHING ELSE THAT SHOWED THAT THEY DID NOT. THAT IS NOT MY PROBLEM IS IT! THAT WOULD BE A NOPE. MY WIFE IS THE ONE WHO WILL BE CALLING! SHE IS THE RUTHLESS ONE!! AS FOR THE BUYERS ORDERS MY WIFE TRIED TO EMAIL THEM TO A SUPERVISOR WHO GAVE A FAKE EMAIL ADDRESS AS IT CAME BACK THREE TIMES WHEN HER SERVICE ADVISOR AT ****** EMAILED IT THANK YOU VERY MUCH!!!! I JUST HAD TO BUY A NEW CAR AS WE HAVE A SPECIAL NEEDS SON WHO HAS MULTIPLE THERAPIES HE HAS TO BE DRIVEN TO ON A WEEKLY BASIS AND I ALREADY SHELLED OUT OVER $1200 FOR A RENTAL AND I WAS NOT PAYING FOR A RENTAL ANYMORE! I JUST PAID $26K FOR A NEW CAR AND NEED THAT ****** FIXED SO I CAN DRIVE IT TO WORK AND LEAVE THE NEW CAR FOR MY WIFE TO TAKE OUR SON TO AND FROM HIS THERAPIES!!! I DONT HAVE ANYMORE EXTRA MONEY TO PAAY THE REPAIRS ON THAT CAR!!!!!!!!!!! ALL I WANT IS THE TRANSMISSION FIXED AND I WILL BE DONE WITH YOUR COMPANY FOR GOOD! I WONT EVEN USE YOUR COMPANY FOR AN EXTENDED WARRANTY ON MY NEW CAR I CAN PROMISE THAT!!! YOU WILL NEVER EVER HEAR FROM ME AGAIN!!!!! I HAVE OTHER BILLS TO PAY LIKE RENT, FOOD, ELECTRIC, HEALTH INSURANCE AND CAN'T PAY FOR A TRANSMISSION AT ALL AFTER TAKING ALL MY SAVINGS TO BUY A NEW CAR!!!!!
  
  Sincerely,
  
  ******* ********** **

  

  Business Response

  Date: 04/07/2025

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************
  
  
  April 4, 2025
  
  Better Business Bureau
  ****************************************************
  *************************
  
  RE:      ******* **********, Jr.
              Contract No. P00016070266
              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). I have carefully reviewed the details of Mr. *********** claim and contract coverage including the section of the contract titled Limits of Liability, which states:
  
  LIMITS OF LIABILITY: For any one repair visit, all benefits paid or payable shall not exceed the ******** Official Used Car Guide retail value of YOUR vehicle at the instant prior to the most recent loss. 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...
  
  On March 20, 2025, a claim was reported to FWS, regarding Mr. *********** vehicle experiencing the following issues: no acceleration, hard shifting, and vibration. The repair facility determined that the transmission needed to be replaced. The claim analyst advised the repair facility that *** would need the buyers order to verify the purchase price of the vehicle, due to the restrictions set forth in the Limits of Liability section of the contract. The claim analyst advised that *** would be scheduling an inspection to determine the cause of the problem.
  
  On March 21, 2025, an inspection was performed on the vehicle. The inspector indicated that there was a slow response from the vehicle when accelerating. In addition, a code was present, which confirmed that the air conditioning control was shutting off or glitching at the time. The claim analyst again requested the buyers order before a decision could be made regarding whether the claim was eligible for coverage under the contract due to the Limits of Liability section.
  
  During the processing of the claim, it was determined that Mr. ********** was close to reaching the Limits of Liability as defined under the service contract. As outlined above, the Limits of Liability clause states that aggregate total of all benefits paid or payable during the term of the service contract shall not exceed the price paid for the vehicle.
  
  On March 24, 2025, Mr. ********** was notified again that a copy of the buyers order would be required to determine eligibility of the repair pursuant to the terms of the contract.
  
  On March 24, 2025, Mr. *********** wife also contacted *** regarding the vehicle claim. She was also advised that *** would need the buyers order relating to the vehicle, for FWS to determine the applicable Limits of Liability of the contract. On March 26, 2025, Mr. ********** was provided a sample copy of his contract. Once *** receives the buyers order, *** will be able to make a final decision regarding the status of Mr. *********** claim under the terms of the contract. We ask that Mr. ********** please forward the buyers order directly to me as soon as possible.
  
  We trust this letter has answered any questions that Mr. ********** has regarding this matter. Should he have any additional questions, he may contact me at the telephone number listed above.
  
  Sincerely,
  
  /S
  
  ***** K. **********
  Sr. Paralegal

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23109963
  
  I am rejecting this response because: I UPLOADED THE BUYERS ORDERS TO THE BBB AND SENT IT TO YALL THROUGH THE BBB ON APRIL 4TH! IF YALL DIDNT GET IT NOT MY PROBLEM! Y'ALL KEEP SAYING YOU DIDNT GET IT ONCE AGAIN LYING TO GET OUT OF PAYING FOR ANYTHING!! I UPLOADED IT!!!!!!!!! WHAT DONT YOU GET OF I SENT IT TO YALL THROUGH THE BBB!!!???? ARE YALL THE FREAKING BLIND PAY FOR THE TRANSMISSION WE DONT HAVE THE MONEY TO PAY FOR IT AS WE HAD TO SPEND 26K ON A NEW CAR SINCE WE HAVE A SPECIAL NEEDS SON WHO HAS MULTIPLE THERAPIES HE NEEDS TO BE DRIVEN TO AND WE ALREADY SPENT OVER $1,200 ON A RENTAL WE COULDN'T KEEP PAYING FOR A RENTAL!  I AM UPLOADING THE ******* BUYERS ORDERS ONE MORE ******* TIME!
  
  Sincerely,
  
  ******* ********** **

  Customer Answer

  Date: 04/08/2025

  I never got another answer from Fidelity Warranty Services from the last message I sent when I uploaded the Buyers Orders for a Second Time through the BBB to them! What is going on!? I am sick and tired of the runaround from them since they wanna keep playing games like they do with every single customer. Their reviews prove how they refuse to pay for repairs and honor their contracts! So why have I not heard anything else from them after rejecting their response a second time!? I guess I will upload the Buyers Orders a Third Time! 

  

  Business Response

  Date: 04/09/2025

  WRITER'S DIRECT LINE:  ************     
  WRITER'S DIRECT FAX:   ************
  
  April 9, 2025
  
  Better Business Bureau 
  *********************************************************;
  ******************************;
  
  RE:       ******* **********, Jr.-Contract No. P00016070266 
               Complaint ID: ******** 
  
  To Whom It May Concern: 
  
  I am responding to your follow-up letter regarding the claim filed by Mr. ********** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. *********** claim and contract coverage including the section of the contract titled Limits of Liability, which states: 
  
  LIMITS OF LIABILITY: For any one repair visit,all benefits paid or payable shall not exceed the ******** Official Used Car Guide retail value of YOUR vehicle at the instant prior to the most recent loss. 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... 
  
  Based on the language in bold above, the total amount of claims paid to ************* pursuant to his service contract cannot exceed the price Mr. ********** paid for the vehicle. According to the Buyers Order, Mr. ********** paid $12,480.85 for his vehicle. As such, pursuant to the terms of the service contract, the total amount of claims paid under the contract cannot exceed $12,480.85.
  
  Prior to submission of the current claim, *** already paid $9,519.30 in claims made by Mr. ********** under the service contract. As a result of these prior authorized claims, there was a total of $2,961.55 left before the limits of liability specified in the contract were met.
  
  As such, FWS authorized the remaining available amount of $2,961.55 towards the current claim, which is the total amount of benefits left that may be authorized pursuant to the terms of the contract. Based on this current claim, Mr. ********** has now fully reached the Limits of Liability set forth in his contract. *** Is not responsible for any amounts beyond the Limits of Liability, which have now been met.
  
  We trust that this has answered any questions that Mr. ********** had regarding this matter. Should he have any additional questions, he may contact me at the telephone number listed above.
  
  Sincerely,
  

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

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23109963
  
  I am rejecting this response because: We don't have the money to pay the rest of the transmission. We just had to pay over $26,000 for a new car and over $1,200 for a rental so where would you like us to get money to pay for the rest of the repair for the transmission!? Are you gonna pay our rent, put food in our house, pay our electric, gas and stuff so we keep our condo!? Yea that's what I thought 
  
  Sincerely,
  
  ******* ********** **

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Fidelity Warranty Services (under JM&A Group) regarding their failure to honor the terms of my High Mileage Warranty and their refusal to reimburse me for rental car expenses as promised.Details of the Issue:On January 28, 2025, my car broke down and required mechanical repairs. I utilized the High Mileage Warranty, which I purchased through my car dealer and is administered by Fidelity Warranty Services.Despite the warranty stating that certain parts were covered, Fidelity Warranty Services selectively covered only some parts, leaving me with an out-of-pocket expense of $2,000 for repairs that should have been covered.Additionally, I rented a car during the repair period, expecting reimbursement per the warranty terms. However, since January 28, I have not received any reimbursement for the $691 rental charges.I have made numerous calls and sent multiple emails to Fidelity Warranty Services regarding this issue. The company has been unresponsive and has a pattern of discontinuing or deleting email addresses, making it difficult to reach anyone or receive a response. This behavior appears to be a deliberate attempt to avoid accountability and prevent customers from obtaining rightful reimbursements.Resolution Sought:I am requesting that Fidelity Warranty Services (JM&A Group) immediately reimburse the $691 rental car expense and review my claim for the $2,000 repair costs that were unfairly denied under the warranty. I have attached all relevant

  

  Business Response

  Date: 03/28/2025

  WRITER'S DIRECT LINE:   ************
  WRITER'S DIRECT FAX:    ************
  
  March 28,2025
  
  Better Business Bureau
  ***************************
  **************************
  
  RE:     ****** ******-Contract No.:  P00078360928
             Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your recent correspondence regarding the complaint filed by Ms. ****** ****** against Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Ms. ******* claim and her ************************** Contract coverage. ********* raises concerns about both (i) certain parts/repairs that were not covered by her contract, and (ii) reimbursement for a rental vehicle. Each of these issues is addressed below:
  
  The Claim and Requested Repairs:
  
  ********** claim was first reported to FWS on January 28, 2025, stating a customer complaint of the vehicles check engine light being illuminated, a running rough condition, and the vehicle feeling underpowered when being driven. The repair facility requested authorization to replace multiple parts based on the diagnostic error code P0299 being present and a failed boost pressure test.
  
  Following a thorough inspection of the vehicle, the identified repair needs were classified into three categories:
  
  --repairs resulting from demonstrated mechanical failures that were covered under the service contract and were authorized to proceed (for example, the turbocharger, with the required retainer, seal and gasket;
  --repairs resulting from demonstrated mechanical failures that are excluded from coverage under the service contract (for example, the turbocharger intercooler, intercooler pipes, and a manifold absolute pressure (MAP) sensor); and
  --repairs for which no mechanical failure had been established, but which could potentially be covered under the service contract if such a failure was demonstrated (for example, the turbocharger actuator, spring, and solenoid). 
  
  These issues were discussed with the repair facility and FWS scheduled a second inspection in an attempt to verify the failures related to the repairs and parts that could be covered under ****************** contract, should a mechanical failure be demonstrated.  The second inspection did not support a finding that there was a mechanical breakdown of the remaining parts that Ms. ****** submitted for authorization and this part of Ms. ******* claim was denied, in accordance with the terms of her contract.
  
  Rental Car Reimbursement:
  
  Pursuant to the terms of ********** contract, reimbursement for alternate transportation is provided at $40 per day for a maximum of ten (10) days. Please refer to the section of ********** contract titled Alternate Transportation, which states:
  
  ALTERNATE TRANSPORTATION: In the event YOUR covered vehicle cannot be repaired within the same day, WE will reimburse YOU up to a maximum of $40 per day for ten (10) days for the cost of alternate transportation incurred if required for a covered repair. ALTERNATE TRANSPORTATION coverage includes reimbursement for public transportation,rental car services or rideshare services using a legal business entity. YOU are responsible for obtaining a rental car or rideshare service from a licensed rental car agency, authorized dealer or an authorized rideshare service provider. ALTERNATE TRANSPORTATION COVERAGE IS NOT PROVIDED FOR PARTS DELAY,SHOP SCHEDULING OR FOR WORK NOT COVERED BY THIS SERVICE CONTRACT. YOU MUST RECEIVE PRIOR AUTHORIZATION FOR ALTERNATE TRANSPORTATION. REIMBURSEMENT IS LIMITED TO DOWNTIME REPAIRS AND ENDS ON THE DATE OF REPAIR COMPLETION OR AFTER TEN (10) DAYS, WHICHEVER OCCURS FIRST.
  
  On February 17, 2025, *** authorized rental reimbursement in the amount of $400.00, the contracts maximum allowance of $40 per day for ten (10) days, in accordance with the terms of the contract and Ms. ******* claim. A reimbursement check was sent to Ms. ****** on March 20, 2025.  If ********* has not received the check in the next ten (10) to fifteen (15) business days, she should contact *** so that a replacement check can be issued. No further rental car reimbursement is available under the terms of Ms. ******* contract.  
  
  *** believes that it has administered Ms. ******* claim in accordance with the terms and conditions of her contract. Should you or Ms. ****** have any additional questions, you may contact me at the telephone number listed above.
  
  Sincerely,
  ***** K.**********
  Sr. Paralegal
  

• Initial Complaint

  Date:03/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I starts from day one are we bought the insurance it's supposed to be 100$ bring it in get car fixed every trip either they don't fix anything on the list or they overbill us or both recently we finally got a big list fixed but they bill us 600 instead of a 100 they said they were going to reimburse us for the rental car. They have not reimbursed the rental car after 20 plus calls each agent says 10 more days it's in the mail pure lies here we are 3 months later still no rental car reimbursement we really need are money

  

  Business Response

  Date: 03/10/2025

  WRITER'S DIRECT LINE: ?************
  WRITER'S DIRECT FAX: ?************
  
  
  March 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 finance contract.  Once we obtain the necessary information, FWS will be able to investigate this matter and provide you with a thorough response.
  
  Please forward the additional information regarding this matter to my attention at the facsimile number listed above or you may upload your documents to the Better Business Bureau. Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,
  

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

  
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23041581
  
  The contract is under my wife's name **** ******* the vin # ***************** I really need the money you owe me like yesterday
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/26/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  March 26,2025
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:       **** ******
              Contract No. P00017640232
              Complaint ID:  ********[DF1] 
  
  To Whom It May Concern:
  
  I am responding to your recent correspondence regarding the complaint filed by Mr. **** ****** against Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of Mr. ****** complaint and his vehicle service contract coverage.
  
  A claim was first reported to FWS on October 21, 2024, regarding several concerns with the vehicle identified in our records under the name of ******* *******,including: the radio screen delaminating; the transmission slipping and the vehicle not accelerating over 30 mph; the driver window going off track; the vehicle needing to be jumpstarted with the start/stop light on; the rear cargo floor being broken; a popping noise when traveling over bumps; and when changing the A/C settings for the vents, it would not work. *** provided authorization for the repairs listed for coverage under the terms of the contract; specifically, authorization for repairs to the struts with strut mounts, the sway bar with both links and the driver front window regulator with the glass weather strip, was provided on October 22, 2024. However, given that the terms of the contract do not provide coverage for the radio assembly, that specific repair was denied.
  
  On October 23, 2024, *** was contacted by Mr. ****** regarding a $400.00 diagnostic fee related to his vehicle repairs.   He was informed that diagnostic charges are only eligible for coverage in connection with covered repairs. After reviewing the claim, *** confirmed that Mr. ****** has already been authorized for the full amount of diagnostic charges eligible under the terms of the contract. As a result, no additional diagnostic fees could be approved. [DF2] [MS3] 
  
  On December 12, 2024, FWS assisted Mr. ****** with scheduling a rental car reservation, at his request. On December 16, 2024, *** advised Mr. ****** that he would be required to provide a final paid rental invoice in order to be reimbursed for the rental fees,pursuant to the terms of his contract.
  
  FWS was contacted on December *******, regarding a failed coolant reservoir in Mr. ****** vehicle and authorization for this repair was provided. FWS also spoke with Mr. ****** on this date, again providing instructions for reimbursement of his rental car expenses and confirming his mailing address. The reimbursement check for the rental expenses was sent to Mr. ****** thereafter.
  
  On January 2, 2025, FWS was informed by Mr. ****** that he had misplaced the reimbursement check mailed to him, and a new check was requested.  The check replacement process was explained to Mr. ****** and the process was initiated at this time.  On February 24, 2025, Mr. ****** was advised that his replacement check had been mailed and should be arriving; however, on March 3, 2025, FWS was notified that the second check had been returned as undeliverable.  FWS attempted to contact Mr. ****** by both phone and email but was unsuccessful. 
  
  Mr.****** contacted FWS on March 19, 2025, regarding his rental reimbursement and provided a new mailing address.  A new check has now been requested and will be mailed under separate cover to Mr. ****** at the new mailing address he provided. Mr. ****** should expect to receive the check in ***** business days.
  
  We trust that this matter has been resolved to Mr. ****** satisfaction as FWS values him as a customer. Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  
  ***** K.**********
  Sr. Paralegal

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2013 Dodge Avenger (VIN: *****************) from ****** in May 2022, unknowingly receiving a MaxCare extended warranty administered by Fidelity Warranty Services. At no point during the sales process was I clearly informed of the warranty's terms, coverage, or claims process. After driving only ***** miles, the vehicle suffered catastrophic failures well beyond what should be expected for such low usage. The repair costs totaled $6,425.92, including: - A/C system leak evaluation, refrigerant recharge, tire installation, oil change, and alignment check ($1,166.03)- A/C compressor replacement, accumulator replacement ($1,501.59)- Alternator replacement, serpentine belt replacement, A/C compressor replacement under warranty ($435.34)- Radiator flush, water pump replacement, serpentine belt replacement ($645.97)When I contacted Fidelity Warranty Services, they refused to cover these costs despite the fact that many of the repairs would have been covered under a standard vehicle service contract. Furthermore, after discussing my situation with ******* at ******, he reviewed the repairs and confirmed that Fidelity would have covered the costs if I had submitted them. This proves that Fidelity wrongfully denied coverage that was rightfully owed under the ******* contract. ******* lack of disclosure regarding the warranty's terms and coverage limits constitutes deceptive sales practices, and Fidelitys failure to honor covered repairs resulted in out-of-pocket expenses that I should not have incurred. I demand full reimbursement of the $6,425.92 in repair costs, as I was unknowingly sold a ******* contract under misleading circumstances and was denied coverage that should have applied. If Fidelity Warranty Services does not resolve this matter, I will escalate this complaint to state and federal consumer protection agencies.

  

  Business Response

  Date: 03/19/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  March 19, 2025
  
  Better Business Bureau
  ***************************
  ************************
  
  RE:      ******** ********-Contract No.: P00022434700
              Your File No.:  23020851
  
  To Whom It May Concern:
  
  I am responding to your recent letter regarding the recent claim filed by Ms. ******** ******** with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Ms.********* claim and vehicle service contract coverage.
  
  According to our records, a repair facility contacted *** on March 4, 2025, to commence a claim regarding Ms.********* vehicle. The repair facility indicated there were numerous receipts regarding completed repairs which were performed on Ms. ********* vehicle. *** explained to the repair facility that any repairs performed due to an emergency or if closed during business hours must be submitted within 30 days for consideration of coverage under the terms of the contract. However, all claims would be subject to the terms and considerations of the contract.
  
  Please refer Ms. ******** to the section of her contract titled, Notice to Customer,which states:
  
  You are required to obtain authorization prior to beginning any repairs covered by this Service Contract. Refer to Your Responsibilities for instructions.
  
  Emergency Repair Instructions: In the event that a Breakdown of a covered part occurs when the ********************* is closed and emergency repairs are necessary, You may follow the claim procedures and commence emergency repairs without securing the Administrators prior Authorization. However, You or the Repair Facility must notify the Administrator of the repairs as soon as the ********************* reopens. You must submit written information and documentation concerning the Breakdown and repairs no later than thirty (30) days after the Breakdown. Reimbursement of emergency repairs will be subject to all terms and conditions of this Service Contract and nothing herein authorizes repairs not otherwise covered. Emergency repairs are those required because Your Vehicle was inoperable or unsafe to *********** must be available for inspection when the ********************* reopens.
  
  On March 4, 2025, Ms. ******** contacted *** and advised that she was not aware that she had a service contract. She explained that her vehicle was then at a repair facility with another issue. The claim analyst advised Ms. ******** to ask the repair facility to contact *** to verify claim eligibility.
  
  On March 5, 2025, the repair facility initiated a claim for a failed starter in Ms. ********* vehicle. *** authorized the claim in the amount of $232.94 after Ms. ********* $300 deductible was applied.
  
  We are also requesting that Ms. ******** forward the prior paid repair receipts for review.  She may forward them via email to (****************************************************************************).  After review, FWS will make a final determination regarding the reimbursement of the repairs.
  
  Should Ms. ******** have any questions, she should feel free to contact me at the telephone number listed above.
  
  Sincerely,
  

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

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a warranty for our ***** XC60. The check engine light came on. The oil drip pan needed to be replaced. Our repair person contacted the warranty company. Took Fidelity 4 days to come out to look. Fidelity warranty person came out said they that could not cover this part as it was not failing and the error code could be multiple things. The service company works only with ****** and is an expert in their repair. Fidelity just looking not to pay. This repair is covered under their warranty. Plan to also send to Sec of State and possibly pursue further.

  

  Business Response

  Date: 03/14/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  March 14, 2025
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:      ***** *******-Contract No.:  P00023908622
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your email regarding the recent claim Mr. ******* filed with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of Mr. ******** claim and service contract coverage.
  
  On February 20, 2025, a repair facility contacted *** to initiate a claim on Mr. ******** vehicle, regarding the replacement of the oil trap in the vehicle due to an illuminated check engine light. *** informed the repair facility that an inspection would need to be performed to determine the cause of the problem.
  
  On March 3, 2025, an inspection was performed on Mr. ******** vehicle. The inspection did not reveal any failure to the oil trap. Additionally,diagnostic code P0171 was present, indicating an issue with the check engine light. After performing two smoke tests, no failure was detected in the oil trap. Therefore, the repair facility was notified that the claim would be closed since no mechanical breakdown was demonstrated in Mr. ******** vehicle.
  
  On March 4, 2025, Mr. ******* contacted *** regarding the claim. *** explained that the claim was closed because no failure was demonstrated in the oil trap. Mr. ******* was informed that although a check engine light with a code was present, the tests performed did not indicate a failure. He was also advised that the check engine light being illuminated did not warrant a part replacement. The repair facility would need to demonstrate a failure to the requested part to demonstrate a mechanical breakdown.
  
  Please refer to the section of the contract titled,Mechanical Breakdown, which states:
  
  Mechanical Breakdown: The failure of a Covered Part (as defined in Vehicle Covered Parts) due to (1) faulty workmanship or materials supplied by the original vehicle manufacturer or distributor; or (2)a gradual reduction in operating performance as a result of normal wear and tear.
  
  FWS is prepared to initiate another inspection of Mr.******** vehicle if the repair facility can demonstrate a mechanical breakdown in the vehicle. Note that *** is not responsible for teardown costs in the event the repair is not covered pursuant to the terms of your service contract.
  
  Should Mr. ******* have any additional questions, he may contact the undersigned at the telephone number listed above.
  
  Sincerely,
  

  /S

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

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23019514
  
  I am rejecting this response because:

  The auto repair shop specializes in *****'s. The car sat for almost two weeks waiting for FWS to inspect the vehicle, That is far too long.  13 days. I was not present when the car was examined but I paid for the said repair. It is also known by both the auto maker and specialty repair shop that codes can apply to multiple issues. The repair ship explained the failure of the part and its cost to repair. The *** service contract  attempts not to pay any/all claims. It forces the holder of the policy to replicate the code and the owner has been without a car for almost two weeks. The car has been fixed and the cost should be borne by ***. If it is not paid, the policy holder will sue the company in small claims court in ** for the cost of the repair plus cost of being without a car for two weeks. The policy holder is happy to provide the full and exact amount of the service repair. $513.. 

  This is not a one off. *** has a dismal record of payments for repairs. They force holders to wait many days and weeks then reject claims which should be paid according to the terms of their policy. They are legally responsible for this repair and should revisit the claim of face legal action by the policy holder. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/16/2025

  
  WRITERS DIRECT LINE:          **************
  WRITERS DIRECT FAX:           *************
  
  April 16, 2025
  
  Better Business Bureau
  *****************************************>Suite 4
  *************************
  
  RE:     ***** *******-Contract No.: P00023908622
             Complaint ID: ********
  
  To Whom It May Concern:
  
  Fidelity Warranty Services, Inc. (FWS) is in receipt of the follow-up complaint filed by Mr. ***** *******.
  
  We are in the process of reviewing the information provided by Mr. ******* and will provide him with a complete response to this as soon as possible.
  
  In the meantime, if you have any questions,please do not hesitate to contact me at the telephone number listed above.
  
  Sincerely,
  
  /S
  
  ***** K. **********
  Sr.Paralegal
  
  

  

  Business Response

  Date: 04/29/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  April 29, 2025
  
  Better Business Bureau
  *****************************
  *************************
  
  RE:      ***** *******-Contract No.:  P00023908622
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your follow-up email regarding the claim filed by Mr. ******* with Fidelity Warranty Services, Inc. (FWS).
  
  As previously indicated, Mr. ******** claim was closed because the repair facility did not demonstrate any failure to the oil trap. Although a check engine light with a code was present, the various tests performed did not indicate a failure of the engine. Mr. ******* was advised that the check engine light being illuminated did not warrant a part replacement and a failure of the requested part would still need to be demonstrated.  Thus, the claim was closed,until the repair facility could demonstrate a mechanical failure.
  
  As previously indicated, FWS is prepared to initiate another inspection of Mr. ******** vehicle if the repair facility can demonstrate a mechanical breakdown in the vehicle, which FWS will then review to determine eligibility under the terms of Mr. ******** contract. However, *** will not be responsible for any teardown costs if the repair is not covered pursuant to the terms of ******************** contract.
  
  Should Mr. ******* have any additional questions, he may contact the undersigned at the telephone number listed above.
  
  Sincerely,
  

  /S

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

  

  Business Response

  Date: 04/30/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  April 29, 2025
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:      ***** *******-Contract No.:  P00023908622
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your follow-up email regarding the claim filed by Mr. ******* with Fidelity Warranty Services, Inc. (FWS).
  
  As previously indicated, Mr. ******** claim was closed because the repair facility did not demonstrate any failure to the oil trap. Although a check engine light with a code was present, the various tests performed did not indicate a failure of the engine. Mr. ******* was advised that the check engine light being illuminated did not warrant a part replacement and a failure of the requested part would still need to be demonstrated.  Thus, the claim was closed, until the repair facility could demonstrate a mechanical failure.
  
  As previously indicated, FWS is prepared to initiate another inspection of Mr. ******** vehicle if the repair facility can demonstrate a mechanical breakdown in the vehicle, which FWS will then review to determine eligibility under the terms of Mr. ******** contract. However, *** will not be responsible for any teardown costs if the repair is not covered pursuant to the terms of ******************** contract.
  
  Should Mr. ******* have any additional questions, he may contact the undersigned at the telephone number listed above.
  
  Sincerely,
  

  /S

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

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to my warranty company (Fidelity Warranty Services, Inc.) in early January to inquire about a reimbursement for a module I paid $1,070 out of pocket for on my vehicle. After emailing back and forth for several days, my warranty company approved the reimbursement (AUTH # W0908628A) on 01/23/25 and stated that I would receive a check in the mail within 13 business days. I then followed up on 02/13/2025 as I still had not received my reimbursement and it was well over the 13 business days provided to me. The Fidelity employee who approved this reimbursement, ***** ********* ********************************************* did not answer my email. I then called the Fidelity **************** line and was helped by ****** *****, ***************************************** on the same day. ****** tried contacting ***** once with no luck and then the second time he stated that ***** submitted the request but is unsure why it was not sent out. ****** stated he would take over my case and when I asked how I could reach him if I have further questions he stated, We dont really have direct numbers so, if anything we will call you. The next day, 2/19/25, I emailed both ***** and ****** asking what address they had on file to ensure they had the correct one. I did not hear anything back from either so on 2/25/25 I emailed both ****** and ***** again demanding an update. Today is 3/2/25 and I have still not heard a response back and my reimbursement is still missing. The customer service line is: ************.

  

  Business Response

  Date: 03/13/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  March 13, 2025
  
  Better Business Bureau
  ***************************
  **************************
  
  RE:      ********* *********-Contract No. P00025030214
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your letter regarding the recent claim filed by Ms. ********* ********* with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of the claim and ********************* contract.
  
  On January 17, 2025, Ms. ********* contacted *** regarding a completed repair on her vehicle. She was informed by *** that her contract required prior authorization before any repair could be completed. Consequently, her claim was submitted for further review.
  
  Later that day, the repair facility contacted *** regarding the completed repair in Ms. ********** vehicle,involving a faulty gateway module. The repair facility explained that the customers vehicle was involved in an accident and slid into a snowbank. The repair facility was instructed to ask Ms. ********* to contact FWS, since the repair was already performed.
  
  On January 21, 2025, FWS reviewed Ms.********** repair order, which indicated that her vehicle had slid into a snowbank. Multiple warning lights were illuminated in the vehicle after the initial repair. The vehicle was subsequently taken to a dealership, where a faulty gateway module was discovered. The claim analyst escalated the claim to a supervisor for further review.
  
  On January 23, 2025, a supervisor made a one-time exception regarding Ms. ********** claim, since it could not be determined whether the damage was due to the customer sliding into the snowbank.
  
  On February 18, 2025, Ms. ********* contacted *** regarding the reimbursement check. She was informed that the claim was authorized, but not yet paid.
  
  On March 7, 2025, FWS forwarded a reimbursement check to Ms. ********** The claim was paid pursuant to the following breakdown:$266.67 for parts, $716.00 for labor, $65.11 for tax, and a $100.00 deductible,for a total of $947.78.
  
  We trust that this matter was resolved to Ms.********** satisfaction as FWS values her as a customer. Should Ms. ********* have any questions, she should feel free to contact me at the telephone number listed above.
  
  Sincerely,

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

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good day ******* ********* purchase an 2016 **** A3 Feb 2020 From ************* **** At the same time an extended warranty contract was purchase on vehicle . Expiration date on contract shows 2027 Bought vehicle to Gwinnett **** in Ga for repair on 2/9/2025 On 2/12/2025 I receive a call from service advisor **** I need 6000 worth of repair and it has been denied by fidelity warranty because contract expired 1/2024 I explained thats not correct paper work show 2027 I immediately called fidelity warranty spoke with ******* (cancellation ***** She pulled up my info and states contract expired by date I begain to explained that is incorrect should be good til 2027 Everytime I called in to verify was told expired 2027 and I have unlimited mileage She then states she notice last year 2024 dealership change the inservice date to 2016 and the contract was good for 8 years I explained how can they just change the info and no one ever notified me she explained she didnt know and forward me to dealer I went to dealer same day and spoke to ***** at ****************** and he pulled from his computer showing inserive date 2016 But information printed on contract shows inservice date 12/29/2019 original contract that I signed and was submitted to Fidelity warranty wish they honored And on a binding contract ***** stats nothing he can do but if I tow car to him he can give me discount , I told him no discount want total coverage because I was led to believe I purchase contract that expires 2027 and fidelity warranty honored . I got no where So I called Fidelity and spoke to customer service **** and was told same info my contract expired and its 8 years from vehicle inservice date I explained in service date on contract was reported 12/29/2019 nothing she can do Spoke to supervisor ***** , she pulled original contract showing 2027 as expired date and stat will have review . She called back and told me same thing vsc expired and nothing can be done .

  

  Business Response

  Date: 02/27/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  February 27, 2025
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:      ******* *********
             Contract No. P00013424066
             Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your recent letter regarding the complaint filed by Mr. ******* ********* against Fidelity Warranty Services, Inc. (FWS) regarding the terms of his vehicle service contract.  I have carefully reviewed the details of Mr.********** claim, and contract coverage.
  
  On February *******, a repair facility initiated a claim regarding a lit check engine light in Mr. ********** vehicle, as well as a coolant and transmission leak.  At the time, the information in FWSs system indicated that Mr. ********** contract had expired on January 1, 2024.   Thus, the claim was denied.   
  
  Upon receipt of Mr. *********** complaint and the copy of his contract, FWS contacted the selling dealership to inquire about a discrepancy in the contract term dates. In accordance with the information provided, the contract term was adjusted,and the new expiration date is December 29, 2027.  
  
  Upon the change to Mr. ********** contract term, FWS contacted the repair facility to start the claim process.  However, FWS was notified that the vehicle had already been repaired.  As a result, we are requesting that the paid repair receipt be provided to the undersigned, so that FWS may evaluate the claim.  
  
  Should Mr. ********* have any questions, he should feel free to contact me at the telephone number listed above.
  
  Sincerely,
  

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

  
  

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 11, 2025, I requested the cancellation of two service contracts, and this company is refunding me only 78% to 80% of what I paid for the contracts instead of 100% of the purchasing price. When signing the contracts, the dealer didn't provide me with the paper documents for revision, I was provided with minimal verbal information, and signatures were collected on a digital screen without all the contract information. I was not able to have the right to cancel within 30 days or review the documents because no paper documents were provided to me. I have sent two emails to the finance person, and he never responded.

  

  Business Response

  Date: 02/24/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  February 24, 2025
  
  Better Business Bureau
  ****************************************************************************************************************
  
  RE:     ******* *******-Contract No. P00026065047 and P00026065045
             Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your letter regarding ******************** complaint regarding his request to cancel his service contract and road hazard tire contract with Fidelity Warranty Services, Inc. (FWS). I have carefully reviewed the details of his request.
  
  According to the information in our system, Mr. ******** road hazard tire contract and service contract were cancelled on February 21, 2025, with an effective date of October 15, 2024, pursuant to his request, and pursuant to the  terms of the contracts. 
  
  Please refer to the cancellation section of the road hazard tire contract, which provides:
  
  Cancellation:If YOU cancel after sixty (60) days,a Pro-Rata refund of the SERVICE CONTRACT PURCHASE PRICE will be made based upon the time expired from the SERVICE CONTRACT PURCHASE DATE less an administration fee of $25 that FWS will charge and retain.
  
  Please also refer to the Cancellation section of the service contract, which provides:
   If YOU cancel after sixty (60) days, a Pro-Rata refund of the SERVICE CONTRACT PURCHASE PRICE will be made based upon the greater of the time or mileage expired from the SERVICE CONTRACT PURCHASE DATE less an administration fee of $50 that FWS will charge and retain.
  
  As such, Mr. ******* was provided a pro-rata refund in the amount of $2,040.19 for the service contract, and a pro-rata refund in the amount of $761.63 for the road-hazard tire contract. Please note that the funds will be forwarded to Mr. ******* within the next few days, pursuant to the provisions of his contracts.
  
  We trust that this matter was resolved to Mr. ******** satisfaction, as FWS values him as a customer. Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  

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

  
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22926542
  
  I am rejecting this response because:

  On section 5 Page 1 on the Vehicle protection plan contract number P00026065047 stated that BY MY SIGNATURE BELOW, I CERTIFY THAT I HAVE READ, FULLY UNDERSTAND, AND AGREE TO BE BOUND BY ALL PAGES OF THIS CONTRACT,INCLUDING THE ***** AND CONDITIONS, AVAILABLE ELECTRONICALLY AT ********************** OR IN PAPER COPY ON REQUEST FROM MY SELLING DEALER.

  I requested two times copy to the dealership (by email)withing 48 hours after purchasing the vehicle and I was never provided with the documents.
  
   Also, the finance person at the dealership conditioned the financing approval to the purchase of this contract, by offering me a better interest rate when the contract clearly stated that YOU UNDERSTAND THAT THE PURCHASE OF THIS SERVICE CONTRACT IS OPTIONAL, IS NOT REQUIRED IN ORDER TO OBTAIN FINANCING OR TO PURCHASE OR LEASE THIS VEHICLE AND IS CANCELLABLE. But once again I was never provided with the contract.
  On April 26, 2023 and May 5 2023 (******* 30 days of purchasing the contracts) I emailed the dealer because something was wrong with the explanations provided by the finance person and he never responded. My emails were requesting copy of the documents, once I received those documents (Jan 2025)  I immediately requested a cancellation of the contract. The contract states:
  This Service Contract may be cancelled by YOU at any time during the SERVICE CONTRACT PERIOD. To cancel this
  Service Contract, contact YOUR Selling Dealer or FWS in writing for instructions. If YOU cancel during the first thirty (30) days, a one
  hundred percent (100%) refund of the SERVICE CONTRACT PURCHASE PRICE will be made.
  I wasnt provided with the documents, and the dealership didnt respond my inquiries withing 30 days of purchasing the contracts. I have a copy of the emails sent to the dealer.  Thats why I am requesting full refund instead of partial refund. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/05/2025

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  March 5, 2025
  
  Better Business Bureau
  ***************************
  ************************
  
  RE:      ******* *******-Contract Nos. P00026065047 and P00026065045
              Complaint ID: ********
  
  To Whom It May Concern:
  
  I am responding to your letter regarding ******************** request to cancel his vehicle protection plan and road hazard tire contract with Fidelity Warranty Services,Inc. (FWS). I have carefully reviewed the details of his request.
  
  Mr. ******* acknowledges that he purchased a vehicle protection plan (contract No. P00026065047).While *** was not involved in the sales process of the vehicle protection plan, at the time of execution of the contract, Mr. ******* was provided with the first page of the vehicle protection plan  and certified that he read, fully understood,and agreed to be bound by all pages of the contract, including the terms and conditions which were available to him electronically in the link provided.
  
  As also indicated on the front page of Mr. ******** vehicle protection plan, which was reviewed and certified by Mr. ******** the purchase of the vehicle protection plan was optional and was not required for Mr. ******* to obtain financing or to purchase or lease the vehicle.
  
  Mr. ******* indicated that he emailed the dealership on April 26, 2023, and on May 5, 2023, to request a cancellation of the contracts.We are requesting that Mr. ******* provide us with copies of those emails, to determine whether the cancellation requests were made within the allotted timeframe to do so for a full refund of the purchase price.  
  
  Please note that Mr. ******* should contact the dealership directly for any other issues related to the sale of the vehicle.
  
  Should Mr. ******* have any questions, he should feel free to contact me at the telephone number listed above.
  
  Sincerely,
  

  /S

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

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22926542
  
  I am rejecting this response because:

  As MENTIONED BEFORE, I requested the dealer two times copy of ALL DOCUMENTS signed and never received those documents. Please I respectfully request you to READ my emails/responses, INSTEAD OF STATING THAT I SAID SOMENTHING THAT I DIDN'T. I couldn't request an immediately cancellation because I was never provided with the documents. My rights of immediate cancellation were violated, that is why I am requesting a full refund because I contacted the warranty to request a full refund as soon as I revied the contract the first time.   

  Provide me with an email address and I will forward the two emails sent to the dealer requesting ALL DOCUMENTS SIGNED ON April and May 2023.
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22926542
  
  For the last ***** days, I have been contacting this business to get a full refund for a warranty. I previously submitted a complaint with BB and they were trying to request private information (Copies of emails, etc.) to solve the issue, so I decided to communicate directly with the company (Staff Initials N.K.B.). I provided her with a copy of the emails requested on 3/6/2025, and she agreed to contact my back once she had a response from her supervisor. As of today, I have emailed her, and called her and no responses have been received.
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/18/2025

  WRITERS DIRECT LINE:          *************
  WRITERS DIRECT FAX:           **************
  
  April 18, 2025
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:     ******* *******-Contract No. P00026065047 and P00026065045
             Complaint ID: ********
  
  To Whom It May Concern:
  
  Please note that we take Mr. ******** concern very seriously and apologize for any inconvenience he encountered. We have reached out to Mr. ******* directly at the email address he provided to obtain additional information. Once we receive the additional information, we will be able to perform a thorough review of the matter.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 22926542
  
  I am rejecting this response because All the requested information has been provided. On 4/10/2025, I received an email requesting non-warranty-related information and responded by inquiring about the reasons for requesting that information. I am still waiting for their response. 
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 04/24/2025

  All documents requested has been provided. If the other party want to request a confidential document non-warranty related I kindly request a reason for requesting those documents.