Fidelity National Financial

Claim Z28938, Service Work Order Number 8485380
I called Fidelity National Home Warranty to fix a clogged waterline that services my main guest bathroom toilet. They assigned the repair to Advance Plumbing and Rooter Services to fix the issue. After 2 visits to the house and a big new hole in my wall, the problem has not been resolved. In fact the plug in the line has now moved to the outside wall hose bib.
After not hearing from anyone regarding what was happening Advance Plumbing told me when I called them, Fidelity was not going to authorize the completion of the water line replacement/repair. Their explanation was "plugged water lines were not covered by the policy. Now I am stuck with a hole in the wall from the plumber and a plugged hose bib.
Why was the work authorized in the first two plumber visits and now its not? I told everyone up front it was a plugged water line. I even told them how to back flush and unclog the line, which the plumber did not do on either visits. The plumber concluded it after the second visit, the job would take a new water line to be installed from the attic to the toilet to restore the water line service to the toilet, and probably more holes in the walls.
Why was this service call authorized when up front they were told by me in the beginning that it was a clogged water service line?
I believe that I am due a completion of the job, a flushing of my water lines to unclog (now) the hose bib, my walls patched up, resurfaced to match the existing stucco texture, and the patch painted to match my existing wall color. I do have the paint on hand so no one has to worry about matching colors.
I am f_king mad about this service. The incomplete product, and the total inability to talk to anyone about this. I did get in touch with a service call manager and he was the one who placed me on hold and left me hanging for over 3 hours then then dropped the call.
I have attached two photos with this submission. The first is the hole in my wall with just the stucco cut out sitting with in it. The second of my hose bib turned full one.
I want answers and if needed heads to roll.
Gerald A. Vinson
Homeowner

On 6/14/21 I filed a claim for my well pump that went out, I called the company a total of 46 times within 3 days off 2 different phones while stuck at home with covid and 2 small children and no running water, in arizona in the summer time, temps of over 115 and couldn't water citrus grove or supply water to animals. I got hung up on, transferred, the calls remained silent till hung up on, I dove into the city cause im in a rural area thinking maybe it a signal problem and no still they keep hanging up on me, I used a family members phone to and still no contact with anyone! I filed a claim online and was charged twice for service fee, they sent me an email with a contractor who didn't answer phone nor respond to voicemail for over a week. After 3 days of trying over and over to call them I was forced to call local well companies to service for an emergency and pay out of pocket $4, 606! I have prior called the company a total of 4 time requesting a copy of the contract so I know what they cover, as a 1st time homeowner who did not even sign up for them my realastate agent did for me, I had no knowledge of what they covered. They never sent copy of contract. I called and asked if they covered termites on my contract, I was told no, then I was told yes and no again! Paid out of pocket $2, 600! Ive had to pay out of pocket for oven (they should have covered), washing machine (they should have covered), and electrical problems (they should have covered) all cause they refuse to send a copy of the contract 4 times as requested! Finally get ahold of supervisor months later begging they hold their end and help a paying customer seek reimbursement, he refuse to provide email where I can send call logs and emails, invoices and all the logs requesting contractor to contact me. He refuse to help, told me he couldn't send copy of contract still! Said he will not review for reimbursement since he didn't approve it before I had my emergency contractor come out not even listening to the fact that I could not get ahold of the company.. Forcing me to report to bbb. I went 3 days with no water just to give fidelity national a chance to help me. The worst experience ive ever had