ComplaintsforFidelity Warranty Services, Inc.

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around Mid July 2024, I took ** 2020 Chrysler Pacifica to ******* Chrysler, Jeep and Ram to get it serviced as ** car started shaking. Fidelity Warranties told the shop to have me approve the diagnostic breakdown of the engine just to have their inspector deny the claim of fixing ** warped engine block due to me overheating the engine even though the shop themselves said they never got a code of any overheating of that sort. They then blamed me for not fixing the active grill shutter which was a claim they denied. When I called the customer service, the man explained that I didn't have the correct service plan and if I did, they would of repaired the active grill shutter. I gave them the two different warranty numbers that Echo Park gave me on ** purchase agreement which they claimed only the less expensive contract was in placed which is a lie. Now I'm out of a car that I didn't even have for 6 months as I don't have the 16k laying around to fix ** van. My van was purchased with ** tax money for me and ** kids. This company doesn't understand the hardship it put me and ** family through as ** van is just sitting in a shop for the last month waiting to get fixed. This company needs to make things right by repairing ** van. They can send another inspector out to ** van. I want ** van **** a refund of the extra service contract as it looks like they took money from me and not providing a service for one of the contracts. I'm so hurt and disgusted by this company. If I don't get a resolution, I plan to file this in small claims court where in ***** I will file for the max amount of $20,000. I please ask that someone fixes ** van and do the right thing.

  

  Business response

  09/06/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  September 6,2024
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:      ***************************
             Contract No. P00078835017
             Complaint ID:  ********
  
  To Whom It May Concern:
  
  I am responding to your recent correspondence regarding the complaint filed by ******************************* against Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of *********** claim and her vehicle service contract coverage.  
  
  FWS was first contacted on July 1, 2024, by ****************** regarding a shutter concern in Ms. ******** vehicle when starting her engine.  The repair facility requested authorization to replace the active grill shutter.  FWS recorded the repair estimate; however, after reviewing the terms of *********** contract, it was determined that the active grill shutter was not listed for coverage and her claim was denied.
  
  On July 22, 2024, ****************** contacted FWS to inquire if spark plugs were eligible for coverage under her contract. FWS informed her that spark plugs are considered maintenance items and,therefore, are not listed for coverage under the terms of her contract.  Additionally, FWS reviewed the terms of *********** contract with her, particularly with respect to eligible coverage of only specifically listed components.
  
  A claim was reported to FWS on August 1, 2024, by ***********************/Jeep/*****,stating that Ms. ******** vehicle had arrived at their facility on July *******, with ****** miles and a customer complaint of an illuminated check engine light and an engine misfire.  The repair facility advised FWS that the technician had discovered the cylinder #6 spark plug was coolant fouled.  They further reported that the cylinder head was not damaged; however, the engine block was warped.  The repair facility requested authorization to replace the engine, and an inspection was scheduled to verify their diagnosis.
  
  On August 2, 2024, FWS received the inspection report, which confirmed that the right cylinder head had been removed and the #5 cylinder had been coolant washed. The inspector noted that the cylinder head was warped .006 and the engine block was warped .010, with the maximum allowed warpage being *****, according to the technician. FWS contacted ***************** to inquire if the active grille shutter repair from July 2024 had been performed and was informed that ****************** had not approved the repair. FWS contacted ******* Chrysler/Jeep/Dodge and notified them that Ms. ******** claim was denied, due to overheat damage, which is specifically excluded from coverage under the terms of her contract. 
  
  ***************** contacted FWS on August 3, 2024, requesting an appeal of her denial and confirmed that the previous repair for her active grille shutter had not been completed.FWS communicated to ****************** that not getting the active grille shutter repaired would prevent the engine from cooling effectively as designed, resulting in an overheat condition.  ****************** informed FWS that she had been advised that her contract was Platinum level, although FWS records did not reflect the same.  *** advised her to contact her selling dealer regarding the coverage level of her contract and agreed to have a supervisor review her claim denial, but further advised her that failures resulting from an overheat condition would also be excluded under the Platinum level of coverage. 
  
  Mechanical breakdowns caused by lack of coolant or lubricants and overheating are specifically excluded in Ms. ******** contract.  Please see the section entitled, Exclusions From Coverage, which states:
  
  This contract will not pay or reimburse YOU for:
  
  8.        ANY MECHANICAL BREAKDOWN CAUSED BY CONTAMINATION,   
             DAMAGE AS THE RESULT OF CONTINUED OPERATION WITH AN
             OVERHEAT CONDITION, LACK OF COOLANT OR LUBRICANTS,
             LACK OF OIL VISCOSITY, SLUDGE, RESTRICTED OIL FLOW, SALT,  
             RUST AND RUST DAMAGE,ENVIRONMENTAL DAMAGE, OR  
                    CHEMICALS;
  
  Based on this provision, FWS believes Ms. ******** claim was handled according to the terms and conditions of her contract and thus, her claim remains denied.  Should you have any questions,please feel free to contact me at the telephone number provided above.
  
  Sincerely,
  
  *******************************
  Paralegal
  
  
  
  
  
  
  
  

  Customer response

  09/17/2024

   
  Complaint: 22194347
  
  I am rejecting this response because: When the car was taken to Caliber Auto to get its oil changed, they told me the coolant level was ok and there was no low coolant in the engine. You may contact them yourself. Your response is trying to put the blame on me when the dealership even informed your inspector that there was no code for overheating or the active grill shutter. There was already confirmation that I purchased the Platinum Coverage as its listed in my contract and the dealership themselves said it should be active. I would like to take this to arbitration at this point and come up with a resolution that will get my car fixed.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $1,446.00 for a mechanical failure service contract. The business has provided me two reasons as to why they cannot make an exception for a battery reimbursement of $189.00. Their reasons are not valid. One of the reasons is I did not obtain prior authorization before purchasing battery. Multiple **** have mentioned the claims department is open til 9pm. However, that is irrelevant if a customer cannot get a hold of a *** after 6pm. When a customer calls the 800 number AND follows the prompts correctly* an automated message indicates business hours are M-F 8-6. I had to purchase the battery under an emergency situation at 7:47pm. Reason two, battery was installed by an OReilleys Auto Shop parts specialist. Fidelity Warranty **** tell me the battery should have been installed at an auto shop. This is why I request managerial exception. The *** I spoke with today does not understand the definition of an exception. exception -noun- a person or thing that is excluded from a general statement or does not follow a rule.The *** indicated that in order to even be considered I would have had to get my battery installed by an auto shop. If I have to follow that rule then it wouldnt be an exception. I am not challenging the contract I was requesting an exception because my process was a complicated emergency. The contract says: The process is simple. If your vehicle needs ***air, if possible, bring the vehicle to your selling dealer. If you cannot do this, please follow the instructions on your Service Contract and call the toll-free number indicated on the bottom of your contract and a claims analyst will assist you.Ultimately, the prompts for the **************** need to be updated for customers calling after ***** in order to align with their claim the process is simple.

  

  Business response

  09/04/2024

  WRITER'S DIRECT LINE:   ************
  WRITER'S DIRECT FAX:    ************
  
  September 4, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:       *************************
              Contract No. P00015436846
              Complaint ID:  ********
  
  To Whom It May Concern:
  
  I am responding to your recent correspondence regarding the complaint filed by ***************************** against Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of Ms. ******* complaint and her vehicle service contract coverage.
  
  FWS was first notified of a concern with Ms. ******* battery on January 2, 2024,when she notified us that her battery had been replaced and that she was requesting reimbursement.  **************** was instructed to submit a copy of the documentation for the battery replacement to FWS for review. 
  
  On January 5, 2024, Ms. ******* battery reimbursement request was reviewed by a claims supervisor at FWS.  The documentation provided indicated that the battery had not been replaced at a repair facility and that prior authorization for the repair had not been obtained, both of which are required pursuant to the terms and conditions of Ms. ******* contract.  As such, Ms. ******* reimbursement request was denied.  **************** contacted FWS on January 15, 2024, regarding the status of her request and was notified of the denial.
  
  *************** contacted FWS on ****** 2, 2024, to further discuss her January 2024 battery reimbursement request, at which time FWS reviewed the details of her claim with her, ultimately resulting in the escalation of her request to a supervisor.  FWS received additional calls from **************** regarding her request on ****** 8, ****** 14 and ****** 21,2024.
  
  Following further review, FWS has decided to authorize Ms. ******* reimbursement request for the replacement of her battery, as a matter of customer goodwill. Please be advised that this is a one-time exception related to this specific claim only and does not apply to other present or future services or claims whatsoever. All future claims will continue to be subject to the terms,agreements, conditions and exclusions of Mrs. ******* contract.
  
  A check will be forwarded to *************** under separate cover. We trust that this matter is now resolved to ********** satisfaction as FWS values her as a customer.
  
  Should you have any questions,please feel free to contact me at the telephone number provided above.
  
  Sincerely,
  
  **********************************
  Paralegal

  Customer response

  09/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a tire warranty from Mandal GMC on ... Please see the warranty purchase on file On August 9, 2024 I stopped at ************ with a tire concern. The company directed me to Mandals as that's where my original warranty was purchased. On August 12, 2024 ******* tried to balance tires and deemed the tire had a broken belt. A Warranty claim was filed and denied. On August 15, 2024 I attempted to cancel warranty and get monies back. I was advised by the Finance Manager "this should be covered under warranty" and advised he would reach out to Regional *** with Fidelity. August 17, 2024 ******* made request I come in and have video taken of tires per Fidelty's request. Video was taken. August 19, 2024 ******* made another request that proof be shown by "balancer". -see August 12 and 17th documented visits. I made numerous attempts with no success to Finance Manager for resolution.I contacted BBB and filed complaint, Finance Manager contacted me and said " since you contacted the BBB we are canceling and pro-rating your warranty". This came from the local representative of fidelity. The finance manager **** at Mandals automotive group contact me to relay the Information. Today is August 20, there's been no refund, proof of same or contact from Mandals or Fidelity. One or both of these companies are working in bad faith and have not resolved the warranty issue with the tires nor refunded the warranty monies they received. Please advise by Friday, August 23rd by the end of business day which corporation is refunding the voided warranty monies. I look forward to hearing from you, ***************************** I request a full refund! Not pro rated.

  

  Business response

  08/27/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  August 27, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:       *****************************
              Contract No. P00076891429
              Complaint ID:  ********
  
  To Whom It May Concern:
  
  I am responding to your recent correspondence regarding the complaint filed by ********************************* with Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of Mr.******** claim and Road Hazard Tire (RHT) contract coverage.
  
  Mr.******** claim was first reported to FWS on August 9, 2024, when he contacted us to report two (2) bad tires.  FWS advised ****************** to take his vehicle to a repair facility and have them contact us with their findings to initiate a claim.   ***************** stated a repair facility had already informed him that his tires would not be eligible for coverage, at which time FWS reiterated having a repair facility call with the details of Mr. ******** concerns.
  
  On August 12, 2024, FWS received a call from Mandal Buick GMC, inquiring about Mr. ******** contract. FWS advised the repair facility that choppy tires not caused by a road hazard were not eligible for coverage under Mr. ******** RHT contract; however, if they determined the cause to be the result of a mechanical failure, Mr. ******** mechanical failure service contract may provide coverage. The repair facility agreed to further assess the vehicle and report back.  Later, FWS spoke with ****************** regarding the terms and conditions of his RHT contract. ****************** requested the cancellation of his contracts, on the basis that the claim for the tires had been denied. However, please note that there had been no claim denial at that time. The claims analyst informed him that his claim had not been denied, but nonetheless provided him with instructions on how to cancel his contracts, at his request.
  
  On August 16, 2024, FWS received an online claims submission from the repair facility, requesting authorization to replace the left front tire and for repair of the right front tire. A Truepic inspection request was scheduled to allow the repair facility the opportunity to demonstrate the tire failures through pictures and video. On August 17, 2024, FWS had not yet received the results of the inspection and a second Truepic inspection was scheduled. Simultaneously, the repair facility submitted a new online claim for the right front tire repair only. Although FWS had not yet received the requested images or videos from the inspections scheduled, the new claim to repair the right front tire was approved for a total of $26.70 and remains authorized in our system. 
  
  Later on August 17, 2024, FWS received the results of the first scheduled inspection. The images provided showed no indication of a mechanical failure and the repair facility was informed by FWS that a tread depth measurement and a documented failure would need to be provided to continue with the claims process on the left front tire claim.
  
  ****************** contacted FWS on August *******, at which time he was advised that his contracts had been canceled,effective August 19, 2024, and that the pro-rata refunds would be provided to his lienholder, pursuant to the terms and conditions of his contracts.
  
  On August 23, 2024, FWS canceled the second inspection request due to lack of response from the repair facility regarding the request for tread depth measurement and pictures of the tire damage for claim consideration.
  
  Upon receipt of correspondence from *****************, FWS has agreed, as a matter of customer goodwill, to issue a full refund for both contracts, less the applicable administrative fees.  The balances are being forwarded to Mr.******** lienholder, pursuant to the terms and conditions of his contracts.
  
  FWS hopes that this addresses Mr.******** concerns.  Should you have any additional questions, please contact me at the telephone number listed above.
  
  Sincerely,
  
  **********************************
  Sr. Paralegal
  
  cc:        *********************************
  
  

  Customer response

  08/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently have a claim in with this company. Had to get my car towed to the car lot where we purchased a car and this extended warranty and they have had it for over two weeks now. We've had to get a rental car for those two weeks and the rental car is due back tomorrow but the company says they only pay for 10 days of a car rental and it's already been 2 weeks. The service center at the dealer told us that the holdup is this Warranty company because they're having to send them proof of everything they do or want to do to the car first before it gets approved and that's why it's still not done and it's going to be a while so my question is since they're holding up the progress on the car why can't they pay for more than 10 days of a car rental service. The customer service agents that I've spoke with were very rude to me raising their voice at me and getting irate with me about asking this question

  

  Business response

  08/20/2024

  WRITER'S DIRECT LINE:            ************
  WRITER'S DIRECT FAX:             ************
  
  August 20, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:      ***************************************
              Contract No. P00024894968
              Complaint ID:  ********
  
  To Whom It May Concern:
  
  I am responding to your recent correspondence regarding the complaint filed by ******************************************* against Fidelity Warranty Services, Inc., (FWS).  I have carefully reviewed the details of Ms. ************** complaint and the vehicle service contract coverage.
  
  A claim was first reported to FWS on July 22, 2024, when *******************************************, the contract holder, called to report the vehicles check engine light being illuminated.  FWS discussed the claims process with ****************************** and advised him to have the repair facility contact us to start a claim.
  
  On July 29, 2024, FWS received a call from the repair facility, regarding a customer complaint of an illuminated check engine light and engine noise.  The repair facility requested authorization to replace the engine and an inspection was scheduled to verify their diagnosis.
  
  FWS received the inspection report on August 1, 2024, which confirmed multiple timing and misfire codes.  The inspector also confirmed a loud clatter noise in the engine on cold start and when revved up, consistent with a possible rod bearing failure.  FWS requested that the repair facility obtain customer authorization for teardown to determine the cause of the failure, suggesting only removal of the oil pan may be necessary, based on the inspectors findings.
  
  On August 6, 2024, the repair facility contacted FWS to schedule a second inspection, and on August 7, 2024,FWS reviewed those inspection results, subsequently authorizing Mr.************** engine claim for a total of $7,804.94, less his $250.00 applicable deductible.
  
  Our records do not indicate rental charges being submitted in relation to this claim. Mr.  ************** contract provides for 10 days of rental coverage at $40 per day for a covered repair. Per the terms of the contract, coverage is not provided for parts delay, shop scheduling,or for work not covered by the service contract.  You may refer to the section of Mr.************** contract entitled Alternate Transportation, which states:
  
  ALTERNATE TRANSPORTATION: In the event YOUR covered vehicle cannot be repaired within the same day, WE will reimburse YOU up toa 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.
  
  FWS apologizes for any delay ****************************** might have experienced and kindly requests he submit his rental receipt for reimbursement up to 10 days, per the terms of his contract. Should you have any questions, please feel free to contact me at the telephone number provided above.
  
  Sincerely,
  
  **********************************
  Sr. Paralegal
  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July 25th, I contacted **** Dealership in ************** and spoke with *************************. He sent me a cancellation request form that I printed out, signed and emailed back. I was informed that no future payments would be drafted from my account through ACH method. On today, 08/06/2024 $163.00 has been drafted from my account. I contacted the service payment plan which manages the Fidelity payment plan and explained the situation. The representative stated the policy was still active, and there was no pending cancellation form. He then stated it was never received from the dealership. I contacted ****, who showed me that he did in fact, send the cancellation form. Fidelity is now saying I have to wait 4-6 weeks to get my refund, instead of them reversing the payment that was taken today.

  

  Business response

  08/16/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  August 16, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:      ***************************
              Contract No. P00077982542
              Complaint ID:  ********
  
  To Whom It May Concern:
  
  I am responding to your correspondence regarding the complaint filed by *******************************, regarding the cancellation of her service contract with Fidelity Warranty Services, Inc. (FWS).
  
  Upon receipt of your correspondence, FWS contacted the service payment plan (SPP) provider on ****************** behalf regarding the $163.00 payment drafted from her account on August 6, 2023. We were advised that this payment has now been refunded to her account. Should she have any additional questions regarding that payment or if she has not received her refund, she may contact them directly at ************.
  
  Additionally,FWS has processed ****************** request for cancellation of her service contract,effective July 25, 2024. The pro-rated refund is being forwarded to SPP,pursuant to the cancellation request provided by ****************.  No further payments should be processed.
  
  We hope this matter is now resolved to ****************** satisfaction.  Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  
  **********************************
  Paralegal

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought an extended warranty from company. Valves broke in engine, engine should have been replaced.. Instead, they replaced all the valves and they broke again. just outside of warranty. They just put a bandaid on the car hoping it would make it out of warranty and it did. They did not do the right thing, they did the cheapest thing. The car has been sitting at the dealership in *******, without being repaired since October, 2023. My daughter cannot afford a new engine. What a scam

  

  Business response

  08/15/2024

  WRITER'S DIRECT LINE:      ************
  WRITER'S DIRECT FAX:       ************
  
  August 15, 2024
  
  Better Business Bureau
  ************************************************************************************************************
  
  Re:      ***********************
              Contract No. P00016539895
              Complaint ID:  ********
  
  To Whom It May Concern:
  
  I am responding to your recent correspondence regarding the complaint filed by *************************** against Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of ********* claim and vehicle service contract coverage.
  
  A claim was first submitted to FWS on April 10, 2023, by ******** *************** reporting a customer complaint of the check engine light on, and the vehicle not running right.  The repair facility requested approval to replace some of the intake and exhaust valves within the engine,which they diagnosed as faulty. FWS scheduled an inspection to verify the failure, as diagnosed by the repair facility.
  
  On April 13, 2023,FWS received the inspection report, which stated that the valve cover had been removed for inspection, and that the technician had used a borescope to show the inspector what appeared to be cracks in some of the valves. There was also carbon buildup observed in the images. The report also noted that the technician performed a compression test on all cylinders, resulting in no compression in 3 of the cylinders.  Upon scanning the vehicle, the inspector confirmed there were multiple misfire codes present. The inspector also noted that the oil and coolant were full and clean.  The inspection report recorded a vehicle mileage of ******* miles.  After reviewing the inspection report with the repair facility, FWS authorized the claim to replace the faulty valves within the engine, based on the repair technicians recommendation.  FWS received a call from the repair facility on April 24, 2023, to add additional items to the engine claim, including head bolts and a timing chain tensioner. All additional items were authorized for replacement under the terms of Mr. ****** contract.
  
  On September 6, 2023, a new claim was submitted to FWS by Southern States *******,when the vehicle had131,593 on the odometer, which was ***** miles over the mileage at the time of Mr. ****** valve repair claim.  The repair facility reported that the customers complaint was that the vehicle was misfiring and advised FWS that the spark plugs had been removed and were covered in raw fuel.  They informed FWS that the ******* Tech line had advised them to replace the fuel injectors to correct the issue.  FWS informed Southern States ******* that fuel injectors are not listed for coverage under Mr. ****** Gold level coverage, per the terms of his contract and as such, the claim for this repair was denied.
  
  On December ******, FWS received a call from the repair facility, reporting a customer complaint of the check engine light flashing, and the vehicle going into limp mode.  The repair facility informed FWS of another valve failure in Mr. ****** engine, but for a different cylinder than those replaced in April. The mileage reported at the time of this call was ******* miles.  Mr. ****** contract expired at ******* miles, and therefore, the claim was denied, pursuant to the terms and conditions of the contract.
  
  In response to ********* specific concerns, FWS authorized the valve repair claim submitted in April 2023 based on the diagnosis and recommendation of ******** Sussex *******.  FWS never received a request to authorize the replacement of Mr. ****** engine and failure to the engine was never demonstrated by any repair facility during the service contracts active period.Furthermore, the valve failure reported in Mr. ****** vehicle in December 2023 was after ***** miles had lapsed since the valve claim in April 2023.  As such, Mr. ****** claim will remain denied. 
  
  We believe that ********* claim was handled pursuant to the terms and conditions of his service contract.  Should you have any additional information you would like us to consider or have any further questions, please do not hesitate to contact me at the telephone number listed above.
  
  Sincerely,
  
  **********************************
  Sr. Paralegal
  
  

  Customer response

  08/21/2024

   
  Complaint: 22073807
  
  I am rejecting this response because:

  The repair was not done in good faith.  The root cause of the valve failure was not determined.  The easy way out was taken and the company was hoping that the engine would make it out of warranty and then it could be repaired at my cost.  A broken valve causes damage to an engine and therefore the engine should have been replaced.  Any decent mechanic knows that.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is regarding a certified preowned vehicle limited warranty issued through Fidelity warranty services dated May 26, 2024. The certified preowned paperwork shows that the vehicle I purchased was eligible for the limited warranty 10 year powertrain 12 months platinum. In 06/28/24 I brought my newly purchased 2020 ************* back to *** of ******* due to the following concerns:******************* exposed in the back see Automatic folding rear view mirror not functional Check engine light on I was informed there are 3 active safety recalls And they also found an oil leak I was informed that the above issues disqualify it from being a certified pre owned vehicle and that the repairs wouldn't be covered if it doesn't qualify as certified pre owned. *** of ******* has had my car since 06/28/24 and have made no repairs to my current vehicle. They won't give me any paperwork related to my car being in their service department. I have been told for 4 weeks that they're trying to find an equivalent trade for me but there isn't any used inventory to do so. I'm paying a car payment on a car sitting in *** of ********* lot!!!!! I need my vehicle to get to and from work so I can feed my kid. This is not okay!!!!!!

  

  Business response

  08/09/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  August 9, 2024
  
  Better Business Bureau
  ************************************************************************************************************
  
  Re:      *************************
              Contract No. J00058682046
              Complaint ID:  ********
  
  To Whom It May Concern:
  
  I am responding to your recent correspondence regarding the complaint filed by **************************** with Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of Ms.******* concerns and her Kia ********* ************************* Warranty coverage.
  
  According to our records, this is the first communication received by FWS informing us of an issue with Ms. ******* vehicle.  FWS has not received any communications from the repair facility to report a claim under Ms. ******* contract.   As such, we kindly request that **************** ask the repair facility to contact FWS with their diagnosis to begin the claims process.
  
  We hope that this matter will be resolved to Ms. ******* satisfaction as FWS values her as a customer. Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,
  
  **********************************
  Paralegal

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Start date of claim was between 10/04/2023&10/06/2023. My complaint isn't solely with fidelity warranty services,inc. It will include JT's jeep of Lexington,**.My complaint with fws,inc. is they have not responded with any type of resolution in a timely manner.Which is extremely hard for me to comprehend.FWS,inc. paid **'s jeep invoice for work that still has not been done.I need FWS,inc.to step up and help me make **'s jeep do the job they were paid to do. Paid by FWS,inc. and I. I need FWS,inc.to contact me about the work JT's jeep did complete.Work that was destructive and endangered the life's of the vehicle occupants and others around said vehicle.How FWS,inc. can allow JTs service department represent FWS,inc. is appalling.I am a ************** resident.I have followed all stipulations of contract between FWS,inc. and I.Waited triple the time stated in said contract. I'm looking for a collaboration to fix this problem they have allowed to happen.**************: If WE do not timely resolve such matters within sixty (60) days of proof of loss, YOU may contact the South Carolina Department of Insurance, P.O. ************************ 29202-3105, or **************. A ten percent (10%) penalty per month will be added to any refund that is not paid or credited within forty-five (45) days in accordance with Title 38 Section 38-78-30(f) of the ** Code of Laws.I'm trying to get FWS,inc. to fix the thousands of dollars they have loss with JTs Jeep through my contract alone. While assuring, I receive the service FWS,inc. has paid for, to actually be performed. My vehicles drivetrain is destroyed now because of a required repair that was paid for and not performed. While JTs Jeep assured me they would get to it for the past 10 months and that it was completely safe to continue to drive. When it's not. The air ride system has has catastrophic failure and FWS,inc. paid **'s jeep the repair charge when it's not been repaired.The repair cost is in 10 S of thousands now.

  

  Business response

  07/30/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  July 30, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  RE:      *************************
              Complaint ***********
  
  To Whom It May Concern:
  
  I am responding to your letter regarding the complaint filed ************** against Fidelity Warranty Services, Inc. (FWS).
  
  Please be advised that FWS is unable to locate a contract with ************** with the limited information provided. It would greatly assist us if ************** could forward his contract number, Vehicle Identification Number (VIN), and/or a copy of his retail installment agreement from the purchase of this vehicle, so that we are able to locate his contract and address his concerns.
  
  Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,
  **********************************
  Sr.Paralegal

  

  Business response

  08/14/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  August 14, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:      *************************
              Contract No.P00026159623
              Complaint ID:  ********
  
  To Whom It May Concern:
  
  I am responding to your recent correspondence regarding the complaint filed by **************************** against Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of ********* claim and his vehicle service contract coverage.
  
  A claim was first submitted to FWS on October 9, 2023, by JTs Chrysler Jeep Dodge,reporting a customer complaint of air suspension issues and engine mounts leaking.  FWS authorized the replacement of two engine mounts and four suspension ride height sensors, and the claim was paid on October 10, 2023. 
  
  On February 8, 2024, a new claim was submitted, reporting a customer complaint of a clunking noise from the front end on acceleration and oil leaks.  The repair facility requested authorization to replace the engine mounts and the front stabilizer bar links.  FWS authorized replacement of the stabilizer bar links, but denied the claim for the engine mounts, advising the repair facility that the engine mounts should be covered by Jeeps parts warranty, as they had just been replaced less than 12 months and less than ****** miles ago.
  
  On August 6, 2024, FWS received a call from JTs Chrysler Jeep Dodge, stating that they never completed the repairs regarding the ride height sensors that were authorized and paid by FWS in October 2023. Based on this information, FWS reversed payment for the ride height sensor claim accordingly. 
  
  FWS has received no additional communication from the repair facility regarding a claim for Mr. ****** vehicle.  The last claim submitted for review under Mr. ****** contract was in February 2024. 
  
  FWS attempted to contact ************** at the number provided in his complaint but was unsuccessful in reaching him.  We kindly request that ************** contact ***, Mechanical Claims Supervisor at ************ so that we may have the opportunity to discuss his concerns with him in more detail and next steps may be determined.    
  
  We hope that this matter will be resolved to ********* satisfaction as FWS values him as a customer.  Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,

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

  

  Business response

  08/14/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  August 14, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:      *************************
              Contract No. P00026159623
              Complaint ID:  ********
  
  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. ****** claim and his vehicle service contract coverage.
  
  A claim was first submitted to FWS on October 9, 2023, by JTs Chrysler Jeep Dodge, reporting a customer complaint of air suspension issues and engine mounts leaking.  FWS authorized the replacement of two engine mounts and four suspension ride height sensors, and the claim was paid on October 10, 2023. 
  
  On February 8, 2024, a new claim was submitted, reporting a customer complaint of a clunking noise from the front end on acceleration and oil leaks.  The repair facility requested authorization to replace the engine mounts and the front stabilizer bar links.  FWS authorized replacement of the stabilizer bar links, but denied the claim for the engine mounts, advising the repair facility that the engine mounts should be covered by Jeeps parts warranty, as they had just been replaced less than 12 months and less than ****** miles ago.
  
  On August 6, 2024, FWS received a call from JTs Chrysler Jeep Dodge, stating that they never completed the repairs regarding the ride height sensors that were authorized and paid by FWS in October 2023.  Based on this information, FWS reversed payment for the ride height sensor claim accordingly. 
  
  FWS has received no additional communication from the repair facility regarding a claim for Mr. ****** vehicle.  The last claim submitted for review under Mr. ****** contract was in February 2024. 
  
  FWS attempted to contact ************** at the number provided in his complaint but was unsuccessful in reaching him.  We kindly request that ************** contact ***, Mechanical Claims Supervisor at ************ so that we may have the opportunity to discuss his concerns with him in more detail and next steps may be determined.    
  
  We hope that this matter will be resolved to Mr. ****** satisfaction as FWS values him as a customer.  Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,

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

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 8, 2024, I purchased a 2023 Buick Envision from the ************* dealership in *******, **. During the purchase, the dealer ************* sold me an extended warranty through Fidelity Warranty Services, Inc. for a cost of of $2600, which was financed in my auto loan for the Buick Envision. My auto loan is financed through *********** Auto Finance.Per Fidelity Warranty Services, Inc. policy, there are 2 options to cancel a warranty: either through the dealer, or directly with the warranty company. It states that for direct cancellations, Fidelity will send any refund directly to the lienholder. On May 16, 2024 I emailed a "Direct Cancellation Form," along with all required documentation to Fidelity Warranty Services, Inc. I clearly selected my ********** (***********) as the payee, and provided their address for Fidelity to send the refund. I received a confirmation of receipt email from Fidelity; however, they never sent any update or notification as to the status of my cancellation request.June 28, 2024 I called Fidelity Warranty Services at ************** to find out what was going on. I spoke to Fidelity rep ****** at approximately 10:50 a.m. on 6/28. ****** stated that we were speaking on a Fidelity recorded line. Per ******, Fidelity received my cancellation request on 5/16, and processed it on 5/28. She added that the warranty contract was cancelled, 100% refunded with $0 cancellation fee, and sent to the dealer on their "June report." I questioned why the refund wasn't sent to my lienholder, ****** said she didn't know, but the dealership will "probably" send the refund to ***********. ****** stated all documentation was sent to the dealership instead of me, case closed, and I will just have to work it out with the dealership to get the refund sent to ***********.It definitely feels very scammy that the warranty was supposedly refunded, but sent to the wrong place. Meanwhile, Fidelity never sent me any proof of the cancellation.

  

  Business response

  08/07/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:            ************
  
  August 7, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:      ***************************
              Contract No. P00079553488
              Complaint ID:  ********
  
  To Whom It May ***************** am responding to your recent correspondence regarding the complaint filed by *******************************, relating to the cancellation of her service contract with Fidelity Warranty Services, Inc.(FWS).
  
  Pursuant to the cancellation process, upon cancellation, the refund is made to the lienholder, if applicable.  The dealership is ultimately responsible for forwarding the funds directly to the lienholder.  In the event that the lien has been satisfied or there is no lien, the dealership would then return the funds directly to the contract holder.
  
  Our records indicate that Ms. ******* contract was canceled on May 28, 2024, with an effective date of May 16, 2024, for a full refund of the purchase price of her contract.  The refund was forwarded to **** & ****** Buick GMC, the dealer, pursuant to the provisions of the contract. 
  
  Upon receipt of your letter, FWS reached out to the dealer regarding Ms. ******* refund.  The dealer notified FWS that a check was being expedited to *********** Finance, the lienholder, as Ms.******* loan is active.  A copy of that check has been attached for your file.
  
  We hope this resolves this matter to Ms. ******* satisfaction.  Should you have any questions, please feel free to contact me at the telephone number listed above.
  
  Sincerely,
  
  **********************************
  Paralegal
  
  Attachment

  Customer response

  08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from ****** dealership on 9/4/2023 and I was talked into getting a warranty that was with Fidelty Warranty Services. I purchased two warranties. I am wanting an explanation of prorated charges. I have never used the warranty because my manufactures warranty is good for ****** miles on a 2024 Buick, GX. I contacted Fidelty and a customer service *** stated that my ********************** with Fidelty wouldn't start until my manufacturers warranty expired and my warranty with them would expire at ****** miles!!!! I only had ****** miles on my vehicle when I canceled on 6/28/2024. I need a break down of how they are charging prorated fees for a warranty that was not in place nor ever used! The warranty would of only been in place after the manufacturers warranty and no time before. I would like a refund of my entire payment minus the cancelation charge. A class action suit needs to be considered for this company ripping so many consumers off, look at ALL the reviews!!!!!!!!!! I want a clear explanation of charges so I can proceed with legal counsel if need be. Thank you!

  

  Business response

  08/07/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  August 7, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:       Vail ******
              Contract No.P00022534124
              Complaint ID:  ********
  
  To Whom it May Concern:
  
  I am responding to your recent correspondence regarding the ********* filed by ************ ****** with Fidelity Warranty Services, Inc. (FWS).  I have carefully reviewed the details of Mr.******* ********* and contract coverage.
  
  According to FWS records, **************** purchased a 6-year/100,000-mile ***************************** Contract on May 20, 2022. Coverage under Mr. ******* contract began on the date that he purchased the contract and would have expired based on the term or mileage (6 years/100,000 miles, whichever comes first) selected. The expiration of the term or mileage selected is calculated using the ********************************* Date and zero (0) Miles, not the purchase date of the service contract or current odometer reading at the time of purchase. If no ********** Date or the incorrect ********** Date is provided on the front of the Service Contract, then we use January 1 of the vehicle's model year to calculate the Term expiration. Please see the section of the contract titled SERVICE CONTRACT PERIOD, which states:
  

  SERVICE CONTRACT PERIOD: Coverage under this Service Contract begins on the SERVICE CONTRAC T PURCHASE DATE shown on this Service Contract. Coverage under this Service Contract expires: (1) based on TERM or MILEAGE (as shown on this Service Contract) from the Manufacturer's Original ********** Date and O miles (not the SERVICE CONTRACT PURCHASE DATE and CURRENT ODOMETER READING), whichever comes first; or (2) if/when the aggregate total of benefits paid/payable under the Service Contract exceeds the limits as set forth in the LIMITS OF LIABILITY section. If no Manufacturer Original ********** Date or the incorrect Manufacturer Original ********** Date is entered on this Service Contract, WE will use January 1 of YOUR vehicle's model year to calculate TERM expiration.
  
  According to the Cancellation Section of Mr. ******* contract, he may cancel the contract at any time.  If the contract is cancelled during the first 30 days following purchase, a 100% refund of the contract price is provided.  If canceled after 30 days, but within 60 days of purchase, a 100% refund of the contract price will be made,less an administration fee of $50, or 5% of the contract price, whichever is less.  After 60 days, the refund is issued on a pro-rata basis, as determined by the greater of the time or mileage expired from the Purchase Date and odometer reading at ******** Date, less an administrative fee of $50 or 10% of the unearned pro-rata Service Contract Price, whichever is less. 
  
  Our records indicate that ******************* contract, P00022534124, was cancelled on September 13, 2024, with an effective date of September 4, 2024,and 35, 351 miles, i.e., more than sixty (60) days after the purchase of his service contract. Based on the contract terms above, the pro-rata refund is *****% of his contract purchase price, less a $50 administration fee.  **************** also purchased a Road Hazard Tire contract, P00022534126, and a GAP Addendum, P00022534125; both of which were canceled within thirty (30) days of purchase and refunded at 100% of the purchase price, with no administrative fee deducted.
  
  We hope this addresses Mr. ******* concerns as FWS values him as a customer.   Should you have any questions, please contact me at the telephone number listed above.
  
  Sincerely,
  
  **********************************
  Paralegal

  Customer response

  08/08/2024

   
  Complaint: 22037566
  
  I am rejecting this response because: This the WRONG ACCOUNT NUMBER! THE SO CALLED PARRALEGAL IS REFERRING TO AN OLD ACCOUNT! THIS IS THE CORRECT ACCOUNT NUMBER ************. PLEASE REFER TO THE CORRECT ACCOUNT NUMBER!!!!

  
  Sincerely,
  
  Vail ******

  

  Business response

  08/16/2024

  WRITER'S DIRECT LINE:           ************
  WRITER'S DIRECT FAX:           ************
  
  August 16, 2024
  
  Better Business Bureau
  ***************************
  *************************
  
  Re:      Vail ******
              Contract No.P00022534124
              Complaint ID:  ********
  
  To Whom it May Concern:
  
  I am responding to Mr. ******* rebuttal regarding his ************************ contract administered by Fidelity Warranty Services, Inc. (FWS). 
  
  Upon receipt of the correct contract number provided by ****************, FWS located a 4-year/60,000-mile Platinum Plus contract, purchased by **************** on September 9, 2023, with a vehicle mileage of three (3) miles.
  
  The Cancellation Section of Mr. ******* contract states:
  
  If YOU cancel during the first thirty (30) days, a one hundred percent (100%) refund of the SERVICE CONTRACT PURCHASE PRICE will be made. If YOU cancel after thirty (30) days but within sixty (60) days, a one hundred percent (100%) refund of the SERVICE CONTRACT PURCHASE PRICE will be made,less an administration fee that FWS will charge and retain of $50 or five percent (5%) of the SERVICE CONTRACT PURCHASE PRICE, whichever is less. 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 that FWS will charge and retain of $50 or ten percent (10%) of the unearned SERVICE CONTRACT PURCHASE PRICE,whichever is less. The Pro-Rata refund amount shall not be less than ninety percent (90%) of the unearned **************** CONTRACT PURCHASE PRICE.
  
  Our records indicate that ******************* contract was cancelled on July *******, with an effective date of June 28, 2024, and ****** miles, i.e., more than sixty (60) days after the purchase of his service contract. Pursuant to the contract terms above, the pro-rata refund is *****% of his contract purchase price, based on *****% of his contract term having expired since purchase, less a $50 administration fee. 
  
  Should you have any additional questions, please contact me at the telephone number listed above.
  
  Sincerely,
  
  **********************************
  Paralegal
  

  Customer response

  08/20/2024

   
  Complaint: 22037566
  
  I am rejecting this response because:
  I still haven't received a credit from the lien holder. So, as of yet they still haven't issued the refund!!!!!! The contract is worded just so they can keep the preyed upon customer's money!!!!!! This place and the preying dealerships truly have shady and deceptive buisness practices, hopefully there will be a Class Action lawsuit one day!!!!!! Thanks BBB for your assistance in this matter!!!
  Sincerely,
  
  ************* ******

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