Feb 13, 2015
Dear Sharon and Sandy: Thanks so much to Fidelity for again protecting both my reputation and my clients' very frazzled nerves. Escrow closed Friday. Saturday they moved in and discovered a nonoperational garbage disposer. Monday morning I called Fidelity, explained the situation and they sent someone out right away. The technician and I were both in touch with Fidelity during the process as we understood the precarious position my clients were in with the risk of a preexisting condition. From my initial call, then two followup calls and finally speaking with Authorizations, each individual was patient, polite and sounded concerned rather than being cynical. At my instruction and my promise to pay if nothing was found, the technician - a man with 35 years experience, very skilled - and who had previously told me what a busy day he had ahead of him, with a smile on his face took the time to carefully dismantle the unit. He examined it thoroughly and found nothing. As soon as he explained all this to Fidelity and read them the inspection report stating its' functionality, Fidelity immediately authorized full replacement of another 3/4 horse unit which he had in his truck. No squabbling, no further delay, no grousing about schedules. The technician said, as I have heard from many other trades people, that Fidelity more than any other warranty company stands behind their contracts. My clients felt as if they were they only people Fidelity and their staff had on their calendar and I was incredibly relieved but not a bit surprised. This has been my experience with Fidelity for almost 20 years! Thank you!!