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Originally posted by rgtrahn:
I have Fidelity also. My a/c went out last Friday. I called Fidelity on Saturday morning and they told me their contract vendors were booked out a week plus, but that I could hire a sub contractor. Naturally, I agreed, went on-line and found the company with the most positive reviews.

The company came out diagnosed the system as having a faulty fan motor and capacitor. The company said that if the system was repaired there was no guarantee the condenser was not damage and recommended a full system change out.

After diagnosing the system, the company called Fidelity for authorization to repair or replace the system. Fidelity naturally denied the claim saying the company was to expensive. I attempted to step in and work with the authorization associate at Fidelity and was amazed at how unprofessional their staff was. Upon asking for a supervisor, I was hung up on and placed back in the queue: this happened twice. Each time I was hung up on, I had to wait 45 minutes to speak to someone.

Finally, I spoke to someone who appeared to want to listen and help. This associate offered $75.00 credit toward a fan or potable a/c and stated he agreed the system needed to be replaced, but needed an estimate.

At this point, it was 730 on Saturday and the sub contractor closed for the weekend. On Monday, I attempted to get an estimate to replace the system. By Tuesday, I had a written quote of $7,500 to replace the a/c, and furnace with Lennox equipment.

Fidelity responded and said no, but that they would offer me a check for a cash in lieu of their own vendor putting in a new system. We never got into numbers, but it was somewhere near $1,000 and no where close to the $7,500 estimate I was quoted. So, instead, I asked that Fidelity send their HVAC vendor out to diagnosis the system and make the repairs or replace the system.

The first person I talked to told me it would be at least another 5-9 days before a service contractor would be available. Mind you, I have a nine month old daughter, an unhappy wife and its 90+ degrees in my house and probably another 10+ hotter upstairs. Basically, the house is unlivable with the baby, so we stayed at a family member's house. I explained how unhappy I was and asked they attempt to find something sooner. Fidelity was able to find a company from the Bay Area that would come to Roseville to diagnosis the system in approximately five days. A completely different topic, but the people home warranty companies contract with have the worst reviews.

By Wednesday, I found the phone number on google for the local Fidelity Sale Rep and explained my story. She was helpful and able to find a vendor to come out on Friday of this last week.

On Friday, upon showing up, the vendor is very polite and professional. He goes through his checklist and I share the report the sub contractor provided me. The vendor laughed and said the only problem with the unit was the circuit breaker. After replacing the breaker and charging the system, the a/c turns on blows cold and the vendor leaves. After approximately 45 minutes, the a/c unit is screaming. I go outside and see that the unit is on, but the fan motor is not working and fan is not spinning.

I take a video of what's happening and then call the vendor. Over the phone he diagnosis the problem as being a bad capacitor. The vendor comes back out to fix the problem only to realize he does not have the part he needs.

The vendor promised to have the part tomorrow and have the problem solved. At about 100pm on Saturday, the vendor said he was in his way. The vendor arrived and replaced the capacitor with no issue and then the vendor left.

After approximately 45-60 minutes, system is screaming and doing exactly what it was doing before. I made a video and called the vendor. This time he said it needs a fan motor and he needs to order that.

So, 7 days of no a/c , 100+ temperatures and still unknown problem with my a/c I am not happy with my home warranty. It's been nothing, but a nightmare.

I feel like my only recourse is to litigate the issue and share my experiences with the BBB and the California State Insurance Commissioner.

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