Complain about a product or service

US Fidelis

Chad of Pasadena , CA September 29, 2009

They said they are not going to pay for the repair on our transmission. My wife and I are out 5,000 dollars.

Kellie of Washington, DC September 27, 2009

the company did not pay for the repair in its entirety as stated in the agreement.

clifford of arlington, VA September 24, 2009

they have taken 600 and had a claim that was covered and they refused to pay car was in shope 5 days before anyone contacted shop, us fidelas was notified 3 days before car was put in, called several times and was given run around , refused to cancel and give refund ,

Sharon of Newport news, VA September 23, 2009

The licensed repair facility of my choice no longer does business with US Fidelis. US Fidelis told me that they did do business. On August 13, 2009 I took my 2002 Acura 3.5 RL to a licensed repair facility for an A/C compressor motor replacement. At that time Hall Acura confirmed that the A/C Compressor motor was covered under the US Fidelis extended warranty, however, Hall Acura no longer did business with US Fidelis because of past issues with payments.

When I purchased Contract No. 80023627PP on April 7, 2009, I specifically asked if Hall Acura was listed as a licensed repair facility that US Fidelis did business with and I was told 'yes' by a US Fidelis Customer Support Representative. I have taken my Acura to Hall Acura exclusively since I purchased the vehicle from that same dealership because of the excellent service.

When I contacted the US Fidelis Claims Department to discuss this matter, I was told that I had two options: (1) go to another licensed repair facility. (2) submit a claim to US Fidelis for reimbursement 'consideration'.

I went on to ask the customer support representative where is the claim form and shouldn't reimbursement be guaranteed since an A/C compressor motor replacement was listed as covered and I met the initial waiting period requirement of 60 days and 1,500 miles. The customer support representative never told me where the claim for is. She simply repeated the two options again. I did not receive the 'peace of mind' that US Fidelis advertises and I would like this contract cancelled.

I would like this contract cancelled. In addition, I do not want a negative entry on my credit rating. If I cannot cancel this contract, I would like US Fidelis to tell me where I can get a claim form and wait for my reimbursement 'consideration'. A later addendum included the following information that the BBB requested from me: 1. What was the total cost of the warranty? Total sales price = 2,975.00 2. What was the amount of your down payment? 295.00 3. What was the amount of the monthly payment? 148.89 4. What date did you call US Fidelis about the warranty coverage? August 13, 2009 5. What amount of refund are you seeking? 890.56. The down payment (295.00) + 4 payments @ 148.89 made to Mepto. (595.56).

I received the following response on August 27, 2009: "We received electronic notification on the above-referenced complaint dated August 19, 2009. Based on that complaint we have examined your file and have determined that Tier One Warranty, LLC has no record of repairs needed for your A/C Compressor. Please send your original receipt/invoice to your vehicle service provider, Tier One Warranty, LLC for possible reimbursement.

Please be advised US Fidelis, Inc is the broker for your vehicle service contract: we place you with the coverage your vehicle is eligible for. US Fidelis, Inc. does not adjudicate, deny or negotiate claims. We trust this matter is now closed. 08/19/2009 Case Closed as INVALID 08/19/2009 A19 - Consumer to Contact Us - INVALID".

I have not had the A/C motor compressor motor replaced because I am saving up the 460.00 to pay Hall Acura while I continue to make payments to US Fidelis on time. I allege that US Fidelis has deceptive advertising practices because the commercial says "You pick the repair shop.... We pay the repair shop directly". The commercial makes no mention of the fact that I went to two Acura dealerships and both said that they do not do business with US Fidelis because they do not pay their bills. If US Fidelis had been honest and told me that my repair shop did not do business with them (after I specifically asked them this), I never would have agreed to this contract.

Brigette of Fort Worth, TX September 15, 2009

I bought a warranty from US Fidelis and they claimed that the company I would be going through was Amtrust-Second best warranty company out there. I had to wait one month and go 1000 miles before the warranty would go into effect. A little over a month and 3000 miles later I took the car in because it started acting funny. Two of the windows didn't want to roll down or back up, the headlights and dash lights would flicker off and back on for no apparant reason while driving at night, and the car smoked out all its oil and would make a clankity clank sound when I was driving it. It was especially bad with speeds over 55 miles an hour. I had to put a quart of oil into the car just to take it to the mechanic. I took my car to a local Ford dealership and told them what my car was doing. (It was not doing any of these things when I bought the warranty). The Ford dealership said they would look into it and I was supposed to get free rental from US Fidelis if my car had to be taken into the shop and so I asked the dealership for a rental which they provided me with and I had to keep that car for over a week (from Saturday, September 5, 2009 until Monday, September 14, 2009) while I waited for the warranty people to make up their minds about whether they would cover the car or not.

The dealership called US Fidelis/Amtrust on Tuesday the 8th and told them what the problem was with the car and the warranty company called Wednesday early in the morning claiming they qwould not cover any of the needed repairs. I needed window regulators and motors, the front electrical control module was/is going out and needed to be replaced, and the heads in the engine needed to be replaced because the guides were/are bad. US Fidelis/Amtrust said they did not cover regulators and therefore would not cover the motors either, and the electrical control module was not covered under the warranty, (this is a 545.00 piece of equipment that can not afford so it will not be getting fixed,) and they said that the problem with the engine was with the spark plugs and they do not cover spark plugs and therefore would not cover the any parts for the car. I went to the car dealership and we all called the warranty company and told them it was not a spark plug problem but a guide problem and the guides were serviceable but most likely the heads would need to be replaced.

US Fidelis said they had to bring an inspector out to look at the car and wanted the dealership to tear down the car to the point of breakdown and then they would come look at it. The dealership asked for my permission to tear down the car further and I said okay (very reluctantly as this was getting very expensive very fast) and on Wednesday morning they called for an inspector to come out and the inspector took two full days to come out and look at the car. I called Friday afternoon to ask if the repairs would be authorized that day or not and they said yes but again lied to me as they did not call the dealership back until Monday morning around 11:45. They said the inspector said that it was a seal that was causing the engine problem not the guides and they would not authorize any repairs. I had the dealership put my car back together but since I could not afford the repairs they would have to put it back as is.

Rob of Spring Lake, NC September 14, 2009

I purchased a Protection Plus Extended Warranty with a 60 day/1500 mile waiting period. After 3 months and 2000+ miles, I needed repair for the transmission. After submitting oil change records, the repair was authorized, then later refused because my vehicle has a salvage title. Salvage title did not bar me from purchasing the warranty or making monthly payments though. US Fidelis now refusing to reimburse rental car costs as well.

I purchased a Protection Plus Extended Warranty with a 60 day/1500 mile waiting period. After 3 months and 2000+ miles, I needed repair for the transmission. After submitting oil change records, the repair was authorized, then later refused because my vehicle has a salvage title. Salvage title did not bar me from purchasing the warranty or making monthly payments though. US Fidelis now refusing to reimburse rental car costs as well.

sharan of st. albans, WV September 9, 2009

i went to have my car fixed. it was waking noise and toke it to the repair shop twice. 1st time they said they had ok it. it toke them three days to get back to the repair shop and saod that they would ok. it the other day they called them back and told them what was wrong. they said now they will not pay for it.

i should have check up on these pepole befoe i even dealt with them. so now it has cost me 400.00 to put my car back together twice now. and now they said that my engine is not valid any more. so i would like to fill a complaint. this is not right because i spent anothr 300.00 on payments and i can not use it any more. so please don not us usfidelis because they don not stand behind thier claim

Jamil of Smithville, NJ September 9, 2009

I am writing you in regards to an extended warranty plan I purchased from US Fidelis Auto warranty for my 2002 Bmw on 20 July 2009. On 8 September 2009, Bmw service dept contacted US Fidelis to notify and seek authorization of repairing my car. After two or more hours the service dept finally got through to a US Fidelis representative and notified them of the needed services. Us Fidelis denied all claims with the exception of the thermostat. I ended up having to pay all other costs including a 100 deductable to the tune of 500.00 total out of pocket.

On 09 September 09, I spoke with a resolutions rep. by the name of Brennan #9082 and at first all was well until I insisted that they counsel the contract. Brennan gave me a list of chores to accomplish before any other action could take place. Then Brennan placed me on hold and immediately placed me on an automated looped message until I finally hung up the phone.

I am apalled at the reprehenceable behavior I received and want nothing more than a cancellation and refund of monies paid. Please help me in any way possible in this matter.

Michael of Sunrise, FL September 3, 2009

I own a 2005 Chrysler PT Cruiser. One morning I started the car to go to work and there was a horrible noise. It was determined that the engine had dropped a rod and as a result I needed a new engine. Contrary to what US Fidelis says this vehicle was well taken care of and this unfortunate incident was a result of a defect from Chrysler. After sending all my receipts for oil changes and maintenance (which was extremely extensive) they told me I didn't maintain my car as described. I had gone 10,000 miles between oil changes once two years ago. If this had been with normal oil I would be guilty. As it was I have used Mobil One oil since its inception into the automobile market. I pay much more for this oil for the extended usage and mileage you can go between changes. Since the first time I brought the Cruiser to the Mobil service center all my oil changes have been within 6,000 miles of each other with the exception of that one time. Each time I changed the oil I go the extra step and flush the engine, again at further expense to me. I am passionate about my car and the upkeep is very important to me. This is why I use Mobil One and have never once used anything else. I took this information to the manager of the Mobil Oil Center and explained what was being done and he informed me I took exceptional care of my vehicle and would be available to talk with anyone I needed him to talk with. Consequently my wife and I cannot afford to go to court with this. If I could I would be there. Hopefully by filing this with you somehow another family will be saved from the scaming practices of US Fidelis. The behavior of the people at this US Fidelis was, to say the least, reprehenceable. The way I see it no matter what i did in this situation they would have found a way to NOT pay this claim. We can't afford to go to court over this, if we could I would be there. Hopefully by filing this with you somehow another family will be saved from the scamming practices of US Fidelis.

BERLINE of COLUMBIA, SC September 2, 2009

On January 1, 2009, I contacted US Fidelis to purchase a five year automobile warranty for my 2001 RX 300 Lexus SUV. I have had my vehicle for approximately four years and have never had any major mechanical problems. I purchased the warranty so that I will have a "peace of mind" if major problems occurred with my vehicle. I have maintained scheduled maintenance and care of my car. On August 15, 2009, I heard a "knocking" sound coming from my car. I took it to the Lexus service department to have it inspected. It was at that time I was informed by the service department that I was going to need a new transmission. I contacted US Fidelis to initiate my warranty service. I was then told by US Fidelis that I would need two receipts to prove that I had my vehicle serviced for oil changes. I produced those receipts, but was then denied approval to have my car repaired.

The reason stated by US Fidelis was that I had gone over 5,000 miles between services on my car. I contacted the Lexus service department and was informed that it suggested servicing every 5, 000 miles. I informed US Fidelis of this information along with other receipts that I have maintained adequate servicing of my vehicle. I was then informed that I was still denied. I continued to contact US Fidelis customer service. On Friday, August 28, 2009, US Fidelis agreed to pay for half of the expenses to repair my vehicle, stating they are only covering the liability of the transmission. I totally disagree with this decision. First, I was told I was denied because of the lack of servicing I performed on my vehicle. When I was able to provide proof of the servicing I have had performed on my vehicle, now I am being told the full cost is not being covered because of liability of the transmission (which I clearly do not understand what that means). I have tried to find resolutions with US Fidelis with no prevail.

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