I called Fidelity because I came home after Christmas and my heat wasn't working. They sent someone out to fix it, who came about 4 or 5 times over a month long period and kept replacing parts but the heater never worked. The thermostat inside my home was reading in the low 50s (in Arizona). Finally, I got on the phone with them and after refusing to deal with any of the first line people that answer the calls, I spoke to a supervisor, who told me that the problem was that they no longer make replacement parts for my heater so the company was guessing on alternate parts that might fit it. I told them if they correct part was no longer manufactured they had a responsibility to replace the entire unit. Ultimatley they agreed but this took another several weeks. By the time they got my heater working I had developed bronchitis (which I believe was caused by living without heat for so long.)