First American Home Warranty

While the customer service representatives are very friendly and helpful, their hands are tied by management and/or the escalation team. We placed a service call for our dishwasher in January of 2023 due to a leak and an issue with the drying cycle. The original vendor diagnosed the problem, ordered the parts, and came back a few days later to install them. After he left, the dishwasher was in worse condition than when I originally placed the service call. The service call was intended to fix the drying cycle, not make it worse. I called the vendor to follow up on his installation, and he directed me to call FAHW to place an additional service call as he denied accountability for failure to fix the issue. Now the nightmare begins........it is now March 2023 and our dishwasher is still not fixed, and it's in worse condition. Several error messages are on display after the vendor attempted to fix the issue. Upon calling FAHW to follow up with the issue, I had to deal with approximately 6 customer service representatives over the span of 2 months who attempted to alleviate the situation, however, all their actions and decisions were denied the next day by the escalation team and/or management. The issue at hand was that the original vendor would not answer or return any phone calls from me or FAHW, however, I was told by one of the reps that I had to continue to wait for their response. After waiting for an additional 4 weeks, I called to follow up for about the 6th time, after waiting on hold for 40 minutes the representative was finally able to send out a different vendor to fix the investigate the repair. The second vendor finally came out in March, diagnosed the problem, ordered parts, and is scheduled to come back tomorrow (March 21st). I have never received any communication from leadership and/or management apologizing for the situation. I asked several reps to forward me to some sort of supervisor to discuss the situation, however, no reps were successful in fulfilling my request. So basically, I had to chase down the situation for remedy.....for 2.5 months. This is one of the worst customer experiences I have ever had in any sort of service issue....anytime....anywhere. The fact that I was never contacted by a supervisor/manager speaks loud and clear about the culture at FAHW......greed, arrogance, and lack of empathy. We will not be renewing our contract once completed. P.S.......Dear First American Home Warranty, please do not respond to this post with a "canned response" about future service and how much you "care" about customer service. You clearly dropped the ball....no urgency, no communication, no apology. At this point, you need to go "above and beyond" to make this right. Let's see what your customer service is capable of to make this right. I will be updating this post to inform the public regarding the conclusion of this situation. This is your opportunity to shine and deliver.......friendly reminder.......please no "canned responses" to this post. MAKE IT RIGHT!

I have called a few times for plumbing issue and always referred to the same plumber from the Portland Or area.. I live in Vancouver Washington .. and this particular plumber has not ever been cooperative in my need for an emergency appt.. after another day , I was advised that I could call my own plumber in my area and be reimbursed for the service if the problem could be done for less that $265...I had the issue resolved . Also the "uninterested " canned answer to my phone call is very annoying and if I were a new customer I might not be interested in using FAHW