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Home Warranty reviews in Trabuco Canyon

  • F
    Fidelity has possibly the worst customer service I have ever experienced. The company has no regard for its customer's time and does not back up its repairs. I had a refrigerator go out last year, and it took them six weeks and about 5 appointments to "fix" the refrigerator. At the time, the service technician said that the refrigerator shouldn't be fixed and a replacement should be provided instead. Fidelity decided they would rather waste my time and fix it. The refrigerator went out again in less than a year for the same issue (a seal system failure). After I paid for another service fee, the technician came out and said it was the same issue and that he recommends I just get a buy out. It's now been over a month, and Fidelity won't even give me a buy out quote. Instead, they want to send out another technician to look at the problem again, and want me to take additional time off work. Moreover, this is not the first time I have had issues with them. My water heater broke a few months ago and they played games after games and gave me a low ball number for a replacement and did not cover things that were clearly covered under the contract. Bottom line, stay away from Fidelity.
    - Siavash R.
  • F
    The FNHW HVAC specialist went through his inspection, and told me he did not believe the system could be repaired to work properly.  He then filed his report and I was contacted by FNHW and the claim was denied.  Later, a written statement indicated the reasons for denial as:  1)  The upstairs system is undersized so both units are not eligible for repair, and 2) Duct work was damaged so it was not eligible for repair.

    The existing system is 2.5 Ton and serves about 1050 square, which actually only requires a 2 Ton unit.  Clearly it is not undersized.  Although there was some compression to the old ductwork ( a factor of age and time ), it was normal.  The duct he claimed was collapsed, and not allowing for airflow was simply shut down at the damper ( which he claimed did not exist ).  The other duct he claimed was damaged actually had been passed over an elevated 2x4 and was depressing at the point of contact.  That could be easily resolved with a piece of wood to spread the load over several loops of the internal wire coil. 

    The issue has been referred to the California Insurance Commissioner along with complete documentation.  Clearly both of these findings cannot be substantiated, and neither is a cause to deny the claim for the whole unit.  In fact, the cause of the problem is that both condensors had simply "aged out", and were leaking freon where they were breaking down internally.  The contract provides that if such an element needs to be replaced, all additional components ( like all HVAC components and necessary ducting ) will also be replaced to maintain a matched system.  By the terms of the agreement, FNHW should have offered a "cash out" equal to the price they would have paid for the new components and the cost of installation plus permits. 

    UPDATE:  Although the company had been advised specifically how their conclusions were in error, they waited until the end of their 30 day response timeline allowed by the insurance commissioner, and then replied with a scripted text that they were sorry for my experience, and then repeated the original, erroneous, findings.  If anyone reads this review, limit yourself to reviews written about this company for 2011, and 2012.  They are almost exclusively D and F ratings !  I have a 9 year history with them, and find their current policies very disturbing.
    - Tim S.
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Home Warranty Companies in Trabuco Canyon

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