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Is Fidelity Home Warranty worth the cost of the premium?
First, it's important to set some records straight -- Fidelity Home Warranty is run by a different company than the commonly known Fidelity Investments. Although they have been a force in the home warranty market for quite a while, they have mixed reviews from customers. Some have described having a good experience making claims and getting service, but others have had countless issues getting repairs good service even with items that are covered in the warranty.
Overall Score: 7.7/10
Customer Satisfaction: 7.7/10
Prompt Service: 7.7/10
Repair / Replace Quality: 7.8/10
Deductible: $65Get Your Quote Now
Fidelity National Home Warranty (FNHW) was established in 1995 and was acquired by Fidelity National Financial (which also has title services and 1031 exchange services within its businesses). Here are the details about the home warranty side of the business:
|Fidelity National Home Warranty|
|States Served||13 States (AZ, CA, CO, FL, GA, ID, IL, MO, NV, OR, TX, UT, WA)|
With its business and marketing largely focused in title services and insurance, Fidelity National Home Warranty is able to directly upsell its home warranty services to existing clients of its title and correlary businesses. This is an advantage, but to the consumer it may mean that they are less focused on providing an exemplary service for each, individual home warranty customer.
They offer two main plans - Buyer's Standard Coverage, Buyer's Comprehensive Coverage, and additional Buyer's Coverage Options. Here are some of the highlights to their coverage (that can change depending on region so make sure to read your contract carefully):
|Buyer's Standard||With select exclusions:|
|Optional Items||A la carte options:|
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Customers have mixed reviews when it comes to making claims. The online web experience leaves things wanting for customers and some of those that have contacted phone support centers have reported very long wait times and difficulty getting service providers assigned to their case in a timely manor.
There are mixed reviews about repairs and replacements. Although, some have had straightforward interactions, there are many reports about coverage issues that customers don't recognize until they need the service. It is extremely important to read the contract and terms before purchasing so you know of the limitations. Additionally, some have had issues with difficulty getting service people to come out, and others have had service providers up-charge them for additional services that they did not request.
Fidelity offers brochures and marketing materials to realtors, but their website experience makes managing many accounts more difficult. That said, they do offer local sales reps specifically for realtors to answer their questions. This is a potentially nice bonus if you have questions in deciding on what is best for your business. In addition to the plans listed above, there are two additional plans:
|Comprehensive Plus Plan||Same as Comprehensive Plan above and:|
|Enhanced Plan||Same as Comprehensive Plus Plan and:|
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Fidelity vs. American Home Shield (AHS)
One of the major differences between AHS and Fidelity is the online experience and the customization options that AHS has. AHS gives customers the ability to fully customize their plan per system and appliance. Also, they are able to easily submit requests through the online system and track status in a user-friendly interface. Along with a competitive price and good reviews, AHS is a big winner.
Fidelity vs. First American Home Warranty
Fidelity and First American both have set plans that are easy to select from. Some of the biggest differences is that First American has a better user experience online for both home owners and realtors. Though their deductible is higher, they have many more positive reports from customers overall.
Fidelity vs. Choice Home Warranty
Choice Home Warranty is refreshingly upgraded versus Fidelity and offers a good website experience -- being a younger company. In terms of the service, Choice Home Warranty gets higher marks overall from customers and even a slightly cheaper deductible and very comparable pricing for what you are getting.
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I have had Fidelity National since I bought my house in 2012. I have renewed the policy twice so far. It always happens that problems occur Friday afternoon or over the weekend. My garage door opener stopped working on a Saturday, someone was at my house the next day to repair it. My water heater started leaking 3:00 p.m. on Friday, someone was out installing a new water heater Saturday afternoon. Everyone I have dealt with at Fidelity have been cordial, effective and realize that most of these issues are time sensitive (like not having hot water!).View More Reviews
I placed a service call for garage door - the springs and the pull-wire broke and needed replacement. Only mechanical parts. All electrical parts were good and fully functional including the motor, keypads, opener button and remote clickers, all by brand GENIE.
The technician from Cosco Garage Door Sw came and said he would fix it no problem. When he came back with the parts and finished the job - I was devastated. All electrical parts were replaced by new system called Genesis, he advised me that he did me a favor replacing the motor and this new motor is far superior to GENIE. But not compatible with any other systems, including universal openers, etc... He charged me $90 extra for wall button as he stated HW doesn't cover it and its not compatible with new motor. Why do I have to pay for this if it didn't need to be changed as well as the motor 0- it is not optional accessory, it is part of operating system!!!
Keypad started malfunctioning in 5 days. I checked the Genesis company on-line to see the warranty and was horrified again.
Genesis is just formed, sells their one model of openers to few repair people on high commission basis, the company is shady, unknown, has no presence in any stores, has no service, no contact phone number, no address, no accessories available and no customer service or support. It is not compatible with any garage openers accessories. I cant order anything or get any service for it anywhere except this Cosco that installed it which is father and son business run by 2 people. I couldn't reach them for 5 days, they didn't return the calls. I contacted HW and asked them to fix it, as well as told them the whole story. They promised me to send technician back but when I finally reached Cosco 1 week later and apparently the guy never heard from HW about coming back. So, many calls later WITH OVER 50 MINUTES +++ wait time every time - I still dont have a functional garage door, my family members cant enter the house as handicap entrance is only through the garage. This is unacceptable.
Also I have a question - the problem was with belt and springs, our old garage door motor by Genie worked well - much better than the new Genesis one. WHY DID HE CHANGE IT? To make more money on you. Also - if he changes the system (for no reason) you should cover new keypad and opener as the system he put in is not universal and not compatible with anything and comes with its own clickers - THERE IS NO ACCESSORY AVAILABLE FOR GENESIS ON LINE OR IN STORES - so he took advantage of us to sell the push-button for $90, when equivalent of it for any other brand sells for $15-20 on line and in Home Depot and Sears. Its thievery and fraud.
Only because I can't give a zero!!! I've paid for their warranty for 4 years and haven't needed to file many claims. When I did need a repair on an item that's covered (fridge ice maker) they wouldn't honor the warranty. The repair person who came out lied and said it wasn't broken after telling us that he was ordering a part. I complained and all they offered to do was reimburse my $75 service fee. What I really wanted was them to repair my ice maker and stand by their policy. I've tried to get it fixed and spent many hours on the phone but it's still broken. I'm not only disappointed but I'm switching warranty companies after I fix my own ice maker.
I'm a realtor so I'm familiar with home warranties and fidelity is not one I'd recommend to any of my clients!
As an update on my last review, I finally decided to cancel the warranty with Fidelity National Home. To my surprise, I called in and they told me that the contract is not cancellable! Any insurance can be cancelled and Fidelity somehow sneak into the contract and says the warranty is not cancellable. This shows they are desperate in keeping the customers, but this just makes the customers more unhappy.
WORST COMPANY EVER!!!! I wish I would have read the review on yelp before buying this bullshit company's home warranty. First of all charging $75 copay for coming and inspecting the problem, then not even fixing it. And then telling us that is not included because it might have happened before we bought the house. Most ridiculous thing ever. I would rather not have this stupid insurance company which was not even there when I needed it. What's the point?!!! I would suggest people to research first, so that you don't get involved with this kind of fraudulent companies and waste your money!
The thought of buying home warranty seems great on paper, extremely frustrating and a waste of time in reality. i'm never doing it again, especially with these guys.
I paid $500 for home warranty, $65 per home visit. A bunch of frustration and punting with no actually problem solving and reasonable resolution.
i called them on HVAC/AC cooling problems. still at square one, minus i'm down in the money and not them.
save the headache and find someone that your friends/family recommend for house help.
It came with the purchase of our home, and they have been miserable to deal with. We have had 2 incidents that should have been covered based on what they say is included and after several poor attempts at repairing things that just needed to be replaced, taking time off work for repair men to come and not show up, poor communication, long hold times, I have no idea how these people are still in business...honestly... --RUN AWAY. Put $600 in a savings account each year and earmark it to replace your water heater or refrigerator--would be a much better, less stressful use of your money...
Worst service ever. Our AC broke summer June of 2017 and they still haven't fixed it in Jan 2018. Summer is gone and so is winter and in spite of repeated calls, there has been no action from Fidelity. Total sink of money. Not sure how I can recover my lost money .
THE WORST! I have never gotten so frustrated with a company in my life. Our water heater went out and it took over nearly 9 days and five separate technician visits (each spending minimal time in our home) to finally get a new one. Appointments confirmed by supervisors at Fidelity (that talk over you & don't want to listen) only to have no one show. After directly calling the actual provider that was scheduled to come, the company actually forwarded me the email showing that the appointment was cancelled by Fidelity right after ended the phone call with the supervisor where he confirmed it! Between my fiancé and I we had to use nearly 40 hours of paid time off from our jobs with these clowns for a whole lot of nothing.
1st guy (plumber) - "It's an electrical issue." Second guy - (electrician) "This is clearly plumbing. The plumber just didn't want to mess with it." Third guy - "This is an electrical issue." I even went so far as to go up the corporate ladder and left two separate messages for the Vice President of Customer Relations, Olvia Moll explaining all the miscommunication & inconvenience and she never even bothered to call back. Good luck getting through to corporate as well. The only way I was able to was by calling the authorizations department and pressing the option of being a contractor, waiting for a voicemail & being transferred to the operator & asking for the person by name. Everyone from Fidelity you can actually talk to tells you there is no direct line to corporate, just "call centers."
To top it all off, I finally got what they said was an additional service fee for something "not covered" waived due to all the inconvenience and just received a PAST DUE bill today indicating my account has been suspended for not paying this waived fee. Horrendous customer service. I will not be renewing and I will be advising my realtor & all of my friends and family to stay away as well.
Worst experience with both of my service requests. They never keep their word on how long service is going to take.
I used their service for a plumbing request and a heating system. Both the times they sent request to some agencies and those agencies are so careless and not responsible at all in responding to our phone calls or getting our issues.
When my heating system is down, called them multiple times requesting to fix soon as it's very difficult to survive winter without heater. They never responded or helped us to fix the issue even after 15 days of request.
On the other instance with plumbing leak, they sent plumbers who can't detect leak properly but spoiled our house flooring and left with out fixing issue or flooring. Very careless.
Never use these guys and not at all worth to take this warranty.
Worst service ever! DO NOT, and I repeat, DO NOT purchase any services - you are better off paying services elsewhere. If I could give -5 star review, I would. The company has no customer service, covered no claims, unavailable, do not call back as per promise, and will be canceling service with them and requesting for every penny i paid for their contract. I've gotten attitude from a Fidelity employee and this is purely unacceptable.
We had a leak issue. We called in advance, to schedule for plumber to come out. We had to take a day off from work to come out here to make appointment (as service only allows no additional fees for weekend), because our house is in Tahoe. And the company's technician got sick and we have spent 4 hours waiting! We asked insurance company to get another company but the customer rep has no knowledge or training.
Honestly, my time and patience is more valuable than going through this.
Do not use this service. They wouldn't help you and their premium is $75 per pop making their warranty pretty much useless.
Fed up with this company. Our dishwasher is not cleaning properly and leaving traces of food in all of our dishes and baby bottles. They had a company come out and they said there's nothing wrong with it. Last time I checked, a dishwasher is not suppose to leave food stuck on the inside of dishes. We clean the dishes before we put them in but don't get everything obviously - have never had this problem in 20 years with any other washer. I called Fidelity to say that the company did not fix the problem and said nothing was wrong with it. They said they would call the company and ask for a report. Fidelity never got back to me. I called again and said I would like a different company to come out as why would you have the same one come out - they thought nothing was wrong! They said I would have to pay for a new company to come out but they can have the same one come out free. It just doesn't make sense. They clearly don't care about their customers, especially the health and safety of their customers. Horrible customer service also. The supervisor had the nerve to tell me "well if the dishes are dirty why would you still use the broken dishwasher?" Who the hell says that? I told him it's not like I don't clean them again when I see they have little specs of food in them. This is the second time I've gotten attitude from a Fidelity employee. Take your money elsewhere as they don't give flying turd about you or your broken appliances.
Do not get a home warranty through this company. We've placed two service calls with them and both have been a huge hassle. The companies they contract with have given us 6 hour service windows and take forever to respond. It took us 6 weeks to get our microwave repaired and we had to go through 3 different companies before we found someone who would respond to our calls.
Giving 1 star because there is no option to choose 0 star. Not sure how a company like this can run business with no regard for customers. Once you file a claim, they promptly take $65 and then don't care. You will eventually lose your patience and get things fixed by yourself.
This warranty service sucks. Very unhelpful customer service, the reps just reads the policy book to the distressed customer instead of helping them in resolving their hardship. This is a money fleecing agency.
In my case, we had a kitchen sink blockage since Saturday, we tried on-the-shelf methods on Sat, since it did not fix it, we contacted this warranty service on Sunday morning 9am. They did not send anyone on Sunday, kitchen was unusable and started to stink as well. On Monday morning when i talked to rep, he said the designated plumber has till Monday night to call em and schedule an appointment and they cannot do till that time, no helping, just reading the rule book to me. I expected him to help me by asking his team mates to find someone who can fix it today, considering that it has been three days including today.
I have also had a prior experience where they sent a tech to solve a problem (a refrigerator fan noise) who went away without solving the problem and taking my $75.
They are great at taking your money, not great at delivering on their obligations. We paid for SPA coverage, our SPA broke 3 months into the policy, now they said that our SPA is not covered. I asked for my money back. They said they'd get back to me. I'm still waiting.
I got Fidelity National Home Warranty since I purchased my condo 3 years back. I renewed each year because I thought it would help cover unexpected expenses on my older condo. My water heater just recently went out and started leaking everywhere.... not much fun. I called on a Saturday morning and they promised to have someone call me back today. And hopefully have someone out on late Sat or Sun. I did get a call back saying that Hagee plumbing would call me and come out Sunday or Monday. So far so good though it's not as quick as I'd like.
Sunday rolls around and nothing from Hagee and when I call them, I get silence... I call Fidelity back and get a pre-authorization to go ahead and find my own contractor if that suits me better. Okay... it's a hassle, but at least I can move something forward.
I get a couple numbers and start calling around. Monday morning and I still don't get a call from Hagee so I call them. They told me they can't make it till Tuesday. Unacceptable I say, so I call Fidelity back to get more help. They will send the call back to dispatch to find someone to come out today (Monday).
I (not Fidelity) got someone from Zesbro to come out at noon (so basically less than 3 hours after I talked with them) and they have someone meet me at the home at noon (right on time!). I called Fidelity and spent the next 3 hours with them trying to get them all the information they had been asking for to get a confirmation/authorization code. With much back and forth and a bunch of calls to Zesbro's office, Robert at Fidelity gave me the go ahead and the authorization code. It took 2 hours, but I figure hey, they agreed to reimburse me. Cool, I give Zesbro's tech the go ahead and they replace the water heater and go along their merry way (awesome job that I will review later).
I get a call on Wednesday afternoon from someone at Fidelity telling me they won't authorize my claim... WTF, I am at work, so I have to step out because I thought I was going to rip someone's face open when I heard that news. I asked for a supervisor and after being on hold for 5 minutes, they repeat the same thing. I asked why they would lie and give me an authorization code and then rescind the authorization, and now come back and tell me they won't honor it, even though I followed directions as they asked and waited for their guys to never show up. They tried to place me on hold while they figured it out, and I told them to fix it and then call me back because I also have a job to do.
I finally get a call back from the original guy I spoke to and they said again that they would authorize it... Way to piss off your customer for no apparent reason. So I sent in the form with the authorization code and the credit memo as requested. They did eventually send me my check... so the one star is for them upholding their end of the deal even though it took an act of god to do it.
I only wish I could give ZERO stars. This company should be investigated by the CA Insurance Commissioner's Office. If you call in with a problem you will get a recording telling you that due to "inclement weather their call center is experiencing problems." Call back and your call does not go thru. Call again, and youre on hold for 30-40 minutes and then they tell you that your call is a "top priority," but they can't tell you when a vendor might be getting back to you. In my opinion, it is a SCAM operation, with too few people to properly service the number of customers and warranties they keep selling. HORRIBLE company!
Complete sh*t show. Zero stars. No communication. I've had to call at least half a dozen times. Two months in and I am finally getting my microwave installed BUT the installers say the warranty company didn't write an order to uninstall and remove the old one. So they are leaving the old one in my garage as we speak. Just was on hold for 15 minutes AND THEN was forced into a voicemail box. Oh and for funsies I got a threatening email saying if I didn't pay the $65 fee for the microwave service then my plan would be canceled. Microwave hasn't even been fixed yet. Debacle after debacle. I've worked with other warranty companies in the past--none even close to this bad.