Follow-up: U.S. Fidelis CEO defends company practices

By Cordell Whitlock

KSDK -- A Wentzville company under fire from consumer groups is defending its practices.

U.S. Fidelis offers extended auto warranties. The Better Business Bureau in St. Louis gave U.S. Fidelis a failing grade, claiming the company has a poor record with consumer complaints and follow up. Chris Riley, the CEO, gave NewsChannel 5 a tour of the Wentzville facilities on Friday.

Riley says out of the 1,100 complaints filed with the BBB, all but 11 have been resolved by U.S. Fidelis.

Most of the warranties sold by Fidelis are handled by other companies. Riley says there have been problems with some of those companies honoring warranties but insists the issue is being addressed.

"In many cases it is the other company that has denied a claim and we need to step in," Riley says. "I have used my position in this company to call another president and say I think you should look into this. We need to do a better job with this customer."

Chris Thetford, a BBB spokesman, says many customers never call the bureau with complaints and U.S. Fidelis is still considered a company consumers need to be wary of.

Chris Riley says any unhappy customers should call customer service and at times he will handle their request personally.