Home Warranty

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Buyers Opinion on Selected Home Warranty Companies

Fidelity Home Warranty

Tom B, Phoenix, Arizona | 03/07/09, 5:30 pm

* Customer Service: 4
* Service Timeliness: 4
* Repair or Replacement Service: 4
* Overall Rating: 4

Have Fidelity home warranty coverage on several rental houses that I own. Most of the Fidelity staff have been very courteous. A few service suppliers have sent out incompetent people who couldn't or wouldn't complete the work in an effective manner. I've reported each case of poor service, in writing, to Fidelity. If after that the same service company was scheduled to come out to a house, I request an alternate provider and explain why. Most of the incompetent companies disappear after a short while. They do have some problem providers like the pool service company that ALWAYS reports that the "malfunction was due to lack of maintenance", or the plumber who installed a water heater incorrectly and the wires to the unit shorted out a couple of days after installation. I haven't been offered their names for quite a while, which tells me that if you keep them posted, they try to weed out the bad apples.

On the other hand if an air conditioner fails on a Saturday afternoon when it's 110 in Phoenix, they will authorize me to find an outside contractor who can give same day service. My tenants have been very appreciative.

Then there was the time that a built in microwave oven died. The tech who came out to work on it said that it needed to be replaced. Fidelity arranged for a replacement unit. The new microwave failed two weeks after it was installed. Unfortunately the microwave seller and manufacturer got corsswise with one another and neither would take care of the unit. The seller wanted me to uninstall the built in microwave and deliver it to the store for service. Finally I was able to have Fidelity direct the merchant to replace the unit. That merchant, a national chain, no longer is an approved appliance provider to Fidelity.

Are they perfect? No. But they do try to make things work out OK, if you call and explain the problem, in a calm and courteous manner. Also their service provider notification system doesn't always work properly. The worst part being that occasionally they have failed to notify the service provider that I have paid the $50 service fee in advance. As a result the service man has demanded the $50 from our tenant. But all it takes is a few phone calls to get something like that sorted out.

Over the years the cost of the Fidelity policies has been quite a bit more than what we would have saved had we not had the coverage. However the policy allows us to not have to worry about finding a service contractor, when an emergency occurs at one of our houses.

Old Republic Home Warranty
Steve, Carrollton, Texas | 02/10/09, 3:49 pm | Rate this review: Add rating 0 Subtract rating 1 Edit

* Customer Service: 3
* Service Timeliness: 3
* Repair or Replacement Service: 3
* Overall Rating: 3

I've had ORHP for 1 year now, having moved into a house that was 30 years old. Since that time, I've had to have my water heater replaced, my dishwasher replaced and almost my Center AC Compressor.

The water heater acted up after 2 weeks of living in the house. ORHP stated they refused to pay for it. After back and forth, I told them I would go back to the previous home warranty company that the seller had before I chose to go with them. They said fine. Ten minutes later they called me back and said they would install the new water heater and pay for the labor, but the city codes required an extra pressure tank and upgraded piping, so I would have to pay $400. For $400, I got a pretty good deal, but had to fight and haggle to finally get them to submit.

Next my dishwasher went out. This was a little too easy to be honest. The repairman came out, said there would be $350-400 in repairs to fix it. ORHP came back and said I could have a check or have them send one and have it installed at no cost to myself. They did say there was going to be a $100 disposal fee (or something close like that.) However, in my city, appliances are picked up as part of being a resident at no cost - so there was no cost for me there either. It took 10 days from the death of the dishwasher to get the new one working, but was well worth it.

The third time I had called them, my AC was spitting out hot air. They were ready to replace the compressor at their cost (~$700) or so, but after a second inspection, it was a simple wiring fix that had the furnace running at the same time as the AC. As such, I paid my $60 (and $30 more on the side to have the motor cleaned), and it was as good as new.

Overall, ORHP is probably one of the better companies on the list. I've heard horror studies from others. Part of the process of dealing with these companies is negotiation. However, when it comes to pricing, I'm not thrilled that the policy would now run me $500 a year (25% increase) and $75 trade fee (25% increase as well.) As such, I will probably discontinue my service with them. However, if I had to choose someone to go with, it would likely be them.

Good luck with your choices!