Business Profile
Home Warranty Plans
Fidelity National Home WarrantyHeadquarters
Important information
- Customer Complaint:
BBB’s file for Fidelity National Home Warranty opened in January 2003. A review of complaints was completed in February 2025. Complaints on file state issues with coverage and timeframes for completion.
BBB advises consumers to review the following links for information on coverage and the claims process.
https://www.homewarranty.com/faq
https://fnf.com/FNF/media/media/PDF/Terms.pdf
Complaints
Customer Complaints Summary
- 894 total complaints in the last 3 years.
- 217 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This work order has been opened as of Feburary 2025 and on multiple occasions they have brought the wrong part number for the stove ***************** and the k**** My family hasnt been able to safely use the stove like it is intended to. We would at this point request a new stove to arrive as the stove parts are wrong each time and havent heard back from Fidelity Home Warranty in regards of the next course of action.
Business Response
Date: 07/23/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of *******************************************. ******************** operates with the best of intentions and deepest respect for all of our customers. You should receive a response letter dated July 23, 2025 via mail within 7 to 10 business days. Please refer to FNHW's letter before responding. Should you have any additional questions or concerns do not hesitate to contact us.Initial Complaint
Date:07/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our air conditioning unit stopped working. We initially contacted a small local business for repair and were informed the unit was beyond repair. We contacted Fidelity as this should be covered with our home warranty. They claimed that the damage to our unit was not normal wear and tear but caused by secondary pressure washing. We disputed the claim and had multiple experts tell us and them that the unit was 25 years old and had water and hail damage from being outside the home, but not pressure washing they again denied our claim. The unit is 25 years old and we have not now nor have we ever owned a pressure washer. We are only seeking their fulfillment replacing a unit damaged beyond repair, not preexisting to our coverage. Please advise.Business Response
Date: 07/25/2025
7/25/2025 -Please be advised Fidelity National Home Warranty is looking into the matter and will provide you with a coverage determination as soon as possible once we complete the investigation. Should you have any questions regarding this matter, please do not hesitate to contact us.
Thank you for your patience.Initial Complaint
Date:07/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I pay for a home warranty with Fidelity Home Warranty and on July 2, 2025 my air conditioner went out so I called for service. ******* Mechanical came out and deemed that I needed a new AC unit because my is seized up. I live in ******* where we have EXTREME HEAT and have been with out air so far for 13 days. Fidelity has done nothing to pay for a new AC unit on my house and I am still living in the heat and am Asthmatic with other health conditions. I have not been able to get any help from Fidelity at all but yet I have paid my warranty for 4 years now.Business Response
Date: 07/23/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of *******************************************. ******************** operates with the best of intentions and deepest respect for all of our customers. You should receive a response letter dated July 23, 2025 via mail within 7 to 10 business days. Please refer to FNHW's letter before responding.
Should you have any additional questions or concerns do not hesitate to contact us.Customer Answer
Date: 07/24/2025
Complaint: 23598763
I am rejecting this response because: FNHW has left me without air conditioning since July 2, *************************************************************************** to pay $2135.00 to have my Air Conditioner replaced. In my contract it states that if it can't be fix it will be replaced and I don't feel it's fair that they are putting any of this cost on me. Also to leave someone in EXTREME HEAT WEATHER with medical conditions is not right either. Extremely POOR **************** on their part and they don't care about their customers!
Sincerely,
****** *******Business Response
Date: 07/29/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of *******************************************. ******************** operates with the best of intentions and deepest respect for all of our customers. You should receive a response letter dated July 29, 2025 via mail within 7 to 10 business days. Please refer to FNHW's letter before responding.
Should you have any additional questions or concerns do not hesitate to contact us.Customer Answer
Date: 07/31/2025
Complaint: 23598763
I am rejecting this response because: Fidelity National Home Warranty made me responsible for $2135.00 to have my Air Conditioner replaced and in my contract with them it states that if it "Can't be fixed it will be replaced", I don't feel I should have been responsible to pay to have my Air Conditioner replaced when it was covered under the contract. Fidelity National Home Warranty left me with NO AC for 29 days in EXTREME HOT WEATHER in ******* where it reached 120 degrees outside so you could imagine how hot it was inside the house with no circulation. ******* Mechanical came out to install and the new unit won't shut off so I'm still stuck dealing with a unit that isn't working correctly! Fidelity National Home Warranty has the worst ***************** Management, ordering department I have ever delt with, rest assure, I will not be renewing my contract for 8/20/2025.
Sincerely,
****** *******Initial Complaint
Date:07/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fidelity National Home Warranty Insurance Company refusal to process a valid emergency service to cover Reimbursement for Emergency Garage Door Replacement under the warranty constitutes a negligence, breach of contract and failure to act in Good Faith.Please see explanations belowCustomer Answer
Date: 07/14/2025
please see attached copies of documentsBusiness Response
Date: 07/22/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of *******************************************. ******************** operates with the best of intentions and deepest respect for all of our customers. You should receive a response letter dated July 22, 2025 via mail within 7 to 10 business days. Please refer to FNHW's letter before responding.
Should you have any additional questions or concerns do not hesitate to contact us.Initial Complaint
Date:07/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Denied claim of air conditioning repair based on claims that air conditioning condensing unit has been exposed to 'non-normal wear and tear'. Unit exists outside and is subject to the elements and has repeatedly failed and been fixed by Home Warranty Provided Technicians. Replacement recommended by two separate technicians and Home Warranty still denied based on false claims.Business Response
Date: 07/18/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of *******************************************. ******************** operates with the best of intentions and deepest respect for all of our customers. You should receive a response letter dated July 18, 2025 via mail within 7 to 10 business days. Please refer to FNHW's letter before responding.
Should you have any additional questions or concerns do not hesitate to contact us.Customer Answer
Date: 07/18/2025
Complaint: 23588243
I am rejecting this response because: the response is a letter which will arrive after the 5 calendar day window for response.Should the letter indicate a payment being made to replace the defective piece of equipment we were required to pay for out of pocket then we will consider this complaint resolved.
Sincerely,
****** *****Business Response
Date: 07/24/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of *******************************************. ******************** operates with the best of intentions and deepest respect for all of our customers. You should receive a response letter dated July 24, 2025 via mail within 7 to 10 business days. Please refer to FNHW's letter before responding.
Should you have any additional questions or concerns do not hesitate to contact us.Initial Complaint
Date:07/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I) Wrongful denial of coverage: BN plumbing was dispatched 5/22/2025 for a displaced, leaking shower drain. BNs assessment was pipe was pushed by another plumber and not related to wear and tear. I informed FNHW that the assessment was false and no one had pushed that pipe. FNHW used the BNs assessment to deny coverage. I paid $150 for the repair. During the repair, proper evaluation showed an aging and clogged pipe, displaced by its own weight. The repair should have been covered under the contract terms: FNHW will repair or replace ..mechanical malfunction due to insufficient maintenance, rust, corrosion.. II) Supporting fraudulent assessments: BNs assessment was fraudulent: a) Fabricated assessment: the assessment was based solely on looking at the pipe, beyond which ** refused to evaluate. The pipe is in the crawl space, no person had accessed it. FNHW will have no records of any service call on that pipe in the past 8 years b) Long-term use: pics show the pipe was old and clogged and displaced from weight of the clogged pipe c) Suspected fraud history: BNs Yelp reviews show that he works with home warranty companies and known to make assessments that lead to denial of coverage. I filed a fraud complaint with FNHW (5/27/2025) requesting refund of $90 service fee paid for fraudulent consultation (attached letter with pics). FNHW denied my claim.III) Violation of contract cancellation agreement: Contract fee $650 was paid covering 10/28/2024-10/27/2025. Contract canceled 6/23/2025. Refund due $216. Refund received $7.95. FNHW stated (phone call) that they can only refund me the remaining of the month the contract was canceled, and not for the unexpired term of the contract, thus violating the contract ..prorated refund of the paid contract fee for the unexpired term. Further, since FNHWs unethical practices led to the cancellation, waiving the $50 cancellation fee should be justified.Business Response
Date: 07/18/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of *******************************************. ******************** operates with the best of intentions and deepest respect for all of our customers. You should receive a response letter dated July 17, 2025 via mail within 7 to 10 business days. Please refer to FNHW's letter before responding.
Should you have any additional questions or concerns do not hesitate to contact us.Initial Complaint
Date:07/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/3/2025 Fidelity authorized a charge of $685 for hydro jetting over the phone directly with the vendor working on our kitchen sink. The next day they denied the fact they had approved it in full and said they would only cover $306.41. They said they had phone recordings that could be reviewed but still made no attempt to fix the issue saying the person who approved it did it wrong. They need to pay for the full amount of hydro jetting they approved over the phone.Business Response
Date: 07/07/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers. Please refer to ********************'S response letter dated July 7, 2025. You will be receiving within 7 to 10 business days.
Should you have any additional questions or concerns do not hesitate to contact us.Initial Complaint
Date:07/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The evaporator unit of AC was leaking water internally. Called FNHW. Tech arrived and verified the drain line was open. He called FNHW and obtained their permission to open the evaporator unit. This involved removing the furnace vent cutting the drain line, removing screws and tape sealing the cover, removing sealnat around pipe the penetrated the cover, cut pieces out of the cover around pipes. The cause of the leak was the drain line ****** in the drain pan was broken. Tech had long conversation and video with FNHW ending in promise to consider the claim. Tech then prepared to leave with entire evaporator unit, making AC non-functional. He expalined it would take 3 weeks to get new parts delivered once claim was approved. Me: So do you have a loaner portable AC for me? Tech: No. Me: If this were your house would you like it left like this? At that, **** began to re-assemble. I epoxied the the broken drain ****** back onto the drain pan. Tech left. Now I have a bucket to catch condensate. Later a call from FNHW informed me the claim was denied. I asked when the Tech would return to replace/repair damage made to my property by an agent of FNHW (aka the Tech). Answer: They would not because he claimed I now had to replace the entire evaporator unit and when that happened all would be repaired. So here we have a case where a home warranty company sends a tech who damages property, claim is denied and home owner is left with warranty company dictating resolution with no compensation from warranty company. My position: When the claim was denied, what I did about the evaporator unit was my business, not the warranty company. Warranty company did damage to my property with no compensation. Clearly grounds for a lawsuit but I have better things to do than spend my time in a courtroom. I promptly filed for cancellation of the contract. The two photos show unit before and after the Tech left. It does not show the bucket.Business Response
Date: 07/11/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home Warranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers. Please refer to ********************'S response letter dated July *******. You will be receiving within 7 to 10 business days.
Should you have any additional questions or concerns do not hesitate to contact us.
Customer Answer
Date: 07/12/2025
Complaint: 23553227
I am rejecting this response because: This is not a response to anyhting substantive in my complaint. Just a lame excuse to buy more time for an actual response. If FNHW's goal was actually something resembling customer satisfaction, then their agent (Fe;****) would have never left my premises in the state in which it was.I await an actual response that addresses my situation.
Sincerely,
******* **********Business Response
Date: 07/21/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of *******************************************. ******************** operates with the best of intentions and deepest respect for all of our customers. You should receive a response letter dated July 21, 2025 via mail within 7 to 10 business days. Please refer to FNHW's letter before responding.
Should you have any additional questions or concerns do not hesitate to contact us.Customer Answer
Date: 07/22/2025
Complaint: 23553227
I am rejecting this response because: This response is no different from the first "response" from FNHW, i.e. no response. This is indicative of FNHW lack of concern for customer satisfaction. They obviously view customers solely as a source of income with no concern for their property.
Sincerely,
******* **********Initial Complaint
Date:07/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fidelity home warranty provided a contract stating if we pay a $95 fee, they will send a provider to our home to rekey the locks and they will pay the provider directly. We put in a claim and fidelity home warranty says they do not have a provider in our area. They suggested we find one on our own and they may or may not reimburse us. They will not pay the provider directly as promised. We have already bought the policy and also they allowed us to pay the $95 fee for the service and then came back and said they dont actually have someone.Business Response
Date: 07/11/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of ********************************************* Home arranty (FNHW). FNHW operates with the best of intentions and deepest respect for all of our customers. Please refer to ********************'S response letter dated July *******. You will be receiving within 7 to 10 business days.
Should you have any additional questions or concerns do not hesitate to contact us.
Initial Complaint
Date:06/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have home warranty from with Fidelity National Home Warranty. My A/C is broken in the middle of summer season. I have little kids at home and this heat is unbearable. Its been a month since I have been calling them again and again. There is no timeline or communication from them. Some customer **** tell me they are ordering parts and this is under process (for 3+ weeks). Now they are telling me its denied. There is no communication on this. Is there something BBB can do on this ? If kids were not at home, I could manage but with toddlers at home, I am worried about how to keep up in this heat wave. Here's the timeline: My A/C broke down in the last week of May 2025. I got a assigned a technician, who came on Jun 9. The technician came in for 5 min and told that installation was incorrect (from previous owner) + HVAC is broken. Radio silence since then.Business Response
Date: 07/11/2025
Please be advised The Company is looking into the matter and will provide you with a coverage determination as soon as possible once we complete the investigation. Should you have any questions regarding the above,please do not hesitate to contact us.
Thank you for your patience.Customer Answer
Date: 07/12/2025
Complaint: 23536707
I am rejecting this response because: The incident started on 5/26 and today is 7/12. It's been month and a half and this is totally unacceptable. My kids (4 year old) are at home and we have been suffering this whole summer reason because of the lack of support and inconvenience caused.
Sincerely,
****** *****Business Response
Date: 07/21/2025
Please accept my apologies for the manner in which you felt you were treated as a customer of *******************************************. ******************** operates with the best of intentions and deepest respect for all of our customers. You should receive a response letter dated July 21, 2025 via mail within 7 to 10 business days. Please refer to FNHW's letter before responding.
Should you have any additional questions or concerns do not hesitate to contact us.
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