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First American Home Warranty

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8.1

Overall Score

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Liz Schnebel Lady Lake, FL

Just had a conversation with Customer Service agent Garrett. I am shopping a Home Warranty service to accompany a Real Estate transaction. He was very proactive in answering all of my questions and provided a positive experience to move forward with First American Home Warranty. Thank you for your time and explanations Garrett!

3 years ago

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Reply from First American Home Warranty

Thank you for your feedback. Have a great day.

Sep. 3rd, 2020

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rockercola Los Angeles, CA

I can't tell you if a home warranty is worth it to you, its a form of insurance so you have to weigh your risk exposure. Generally, you are better off saving the money you would pay for the insurance and using that for repairs. But after a recent house purchase with many unknowns, I decided to keep my warranty for a few years. So far FAHW has been easy to work with and has provided good service. I have had three calls and they all resolved the issues the first time. The company is responsive and easy to work with.

3 years ago

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Dora Hernandez Gilbert, AZ

I've always raved about how much i love this company and my son in law just switched to FAHW also. I like that they get a tech out to my home quickly, and placing a claim is easy. I did, however, call them today and ask then for a copy of all the claims I've placed and they said they couldn't help me with that because they don't save previous year claims. I still thought that was odd. I pay this company $75 a month to provide me with a service. I have a policy with them. You would think that something so simple can be obtained for your own records? Also, i didn't like that i was transferred numerous times before I got to speak to the right department. I've never bothered to read the reviews, but wow! I displeases me to see how many there are. I'm not sure if I'll be renewing my contract with them in October when I move to my new home...?

4 years ago

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Phyllis Marlino

I told rep over phone what was wrong, and they sent out a plumber, who I paid $75 for the call. He said he'd order the part, then called later and said FAHW doesn't cover it. Why did they send a guy out for me to pay out $75 when they don't cover the part? They should reimburse the $75, since they sent out the plumber after I told him what the issue was. Also, the contract does not state the part is not covered.

4 years ago

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Wilson Lee Walnut Creek, CA

My house has a Bryant air conditioner panel. The panel said "System Malfunction." I explained this when I submitted my claim. The first repair person said, "I do not work on these." Instead of the First American Home Warrant (FAHW) sending a second repair person, I had to call and explain that the original repair person did not work on these. FAHW hired a second repair company. Instead of the 2nd company calling me, I had to contact them. I explained that it was a Bryant air conditioner panel. They also said it was outside their realm. So I contacted FAHW again for a 3rd time. The 3rd repairman said that something was amiss and that he would need to contact Bryant. Supposedly the thermostat was not properly attached, but this was unbeknownst to me. However, this should not have taken a month to rectify.

4 years ago

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Reply from First American Home Warranty

Hello Wilson,

We would like to apologize for any inconvenience you may have experienced during the handling of your claim. Our records indicate your thermostat was replaced on July 1, 2019. At this time, your claim is considered closed.

Thank you.

Jul. 12th, 2019

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Jenny Alarcon La Mirada, CA

I've used this company for over 25 years and have seen a change in the past two years or so. The only thing I can say is the work gets done but IT TAKES WORK! My refrigerator has not been working since June 3rd. I have two family members with disabilities that require a refrigerator for medications. Here is how the call went. 1. Called 06/03 and after over 30 minutes in calls, transfers, push this number and that and two disconnects to start over, the agreed to send someone on an emergency bases 06/04. 2. Service call 06/04. Said they would have to order parts and someone would call back within five (5) days. Offered to find and buy the part on my own to expedite but they said it would not be covered under warranty. 3) 06/04 called to ask what I'm suppose to do without a refrigerator. I was told they would send me a check to pay TOWARD RENTING a refrigerator. I found a company and rented. 4) Called service provider to ask what was going on and was told 1st American orders the parts - not them. WAITED FOR A CALL FROM EITHER for 5 more days. I had to initiate all calls. 5) 06/11 called service provider. Was informed 1st American said they ordered parts and they had no control over when the would received or ordered. 06/12 called service provider again. 06/13 received 1 of two parts on my doorstep. Called service provider and they asked for me to check the parts. One was missing. They scheduled a return appointment for 06/17 because we received one of two parts and 1st American said both would be at our home before 06/17 appointment. 5) Called 1st American and asked when the second part would arrive. They didn't know because they could not reach supply company on the weekend but left supply company a message. I informed them we only have one part and they will be at our home Monday. In addition, I asked them where the check was for the refrigerator we rented. They said it was not APPROVED YET. Called back in 10 minutes and said it was approved but I haven't sent them proof. Really? No one told me - so, I'll send proof. They said they could not send me emails without an email address AFTER 25 YEARS PLUS of service an multiple emails to and from. I was told if the person arrived tomorrow and did not have the missing part, they would return when the part arrived on another date. DOES THIS SOUND LIKE CUSTOMER SERVICE? It's almost been a fulltime job. I don't know what's going on but for the last 2 years or so, things have drastically changed. KIND COMMENTS such as "I can understand why your frustrated" but the comment I made with the person on the phone is "1st American is consistently inconsistent." It gets done but it's a lot of work in the process.

4 years ago

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N Mallard Duncan, OK

So far, I have not had to use the warranty on my new home, but I had this company in the past and was very happy with the quick service. At that time, I had a water heater blow, a problem with my washer and dryer, and they took care of all of it for nominal fee.

4 years ago

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Reply from First American Home Warranty

Thank you N for your review.

May. 10th, 2019

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Charlie Gulfport, MS

We had an a/c problem. It was inspected and found not to be able to be repaired. A new a/c was installed. We had an issue with our dryer. Repairman came and fixed the problem. The service provided by First American has thus far be superior.

4 years ago

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Reply from First American Home Warranty

Hi Charlie. Thank you for your review.

May. 10th, 2019

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Pat Towery Burlington, NC

The dishwasher had a leak. It took several visits with the leak continuing. Finally the last repair person spotted the problem, an incorrect replacement and installation of the gaskets. He had it fixed properly and I have had no more leaks.

4 years ago

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Reply from First American Home Warranty

Thank you Pat for your review. We are glad the repairs to your plumbing were completed. We look forward to servicing you again in the future.

May. 10th, 2019

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Georgia Brentwood, CA

This is the best company I have ever dealt with. They are very concerned with customers needs and timeliness in getting your repair quickly done. I would recommend it to anyone and I have sone that with many friends who have taken advantage of this wonderful service.

4 years ago

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Reply from First American Home Warranty

Thank you Georgia for your review!

May. 10th, 2019

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Dana Anaheim, CA

We asked for a buyout cost for our pool pump in order to upgrade to a high efficiency pool pump. We waited over a month and were never given that amount. We finally decided to just replace the pump since we had been without for a month. There was miscommunication between First American and the Pool Repair company. I don't know who was to blame as I received different feedback from both, but we're well over 1 month in and have still not been able to have our pool pump or pool filter cover replaced. I've had to call First American EVERY SINGLE WEEK to try and get this done...it's been a very frustrating process and it's still not complete. I gave 3 stars because we had an issue with our water pressure, and that claim was fixed and settled within 2 weeks...great experience.

4 years ago

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Reply from First American Home Warranty

We have reached out to the consumer in an attempt to resolve their matter.

Apr. 24th, 2019

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Dottie Reisterstown, MD

The service technicians are excellent. The phone reps are VERY difficult to understand and have even more difficulty trying to convey the information to me. When I ask, they (reps) say they are located in CENTRAL AMERICA!! You figure! A company named First AMERICAN Home Warranty have non-English , non-American employees - an exclusive situation it appears. HMMMMMM..........

4 years ago

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Reply from First American Home Warranty

Hi Dottie. Thank you for your feedback, we appreciate it.

Apr. 17th, 2019

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Nicholas Guinan Lubbock, TX

We've had a good overall experience with First American Home Warranty. The only gripe, honestly, was due to our air conditioner failing completely, and they hedged because the unit wasn't really big enough to provide adequate cooling based on the square footage of our house. They did kick in $1000 toward the replacement cost for a new, bigger unit.

4 years ago

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Reply from First American Home Warranty

Hi Nicholas. Thank you for your review. We appreciate it.

Apr. 15th, 2019

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Cdm North Little Rock, AR

Although equipment maybe covered, they don’t always send companies out who are certified to work on the equipment. We were having trouble with a drop side tub. There is only 1 company in Arkansas certified to work on these. Even after being given this information they insisted that they had to send a plumbing company out who was not certified to work on this. We cancelled the call and paid for the repairs ourselves.

4 years ago

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Sandy Brent Venice, FL

Very happy with the insurance and customer service.

4 months ago

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Reply from First American Home Warranty

Sandy, We appreciate you taking the time to share your review with us. It is fantastic to know that you had a five star experience! We know how many choices you have when deciding on a home warranty company, and we are glad you chose us.

Nov. 8th, 2023

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Sharon Camarillo, CA

Customer service is prompt polite and they do what they say

5 months ago

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Reply from First American Home Warranty

Sharon, We appreciate you taking the time to share your review with us. It is fantastic to know that you had a five star experience!

Oct. 10th, 2023

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Michael Pueblo, CO

With the response i got with the questions i asked.

5 months ago

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Reply from First American Home Warranty

Michael, Thank you for your review!

Oct. 10th, 2023

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DIY Guy Cathedral City, CA

I had chosen this company rather blindly and have used them for 2 years. The first year I only used them for an extra rider I purchased, which was for twice yearly HVAC tune ups for the AC in spring and heat in fall. Those services went well, but the customer needs to be aware that there is a relatively short window of time during which one can utilize these services and they won't be flexible about it. The customer service is minimal. Getting a person on the phone is time consuming and major chore. The website is only good for requesting service and checking the history of claims. The per service deductible is $85, which they immediately charge your account whether the service is rendered satisfactorily or not. The technicians were assigned quickly by the company, so if all goes smoothly it is a quick and easy process to request care, but if there are problems, getting help from the company to resolve the problem is snail pace. I had a simple bathroom sink faucet leak for which the technician was not able to find a replacement cartridge because they were no longer made. It took 4 months of living with a leaking faucet before I was the first to flinch and said "cash me out." The company paid $45.00 for me to purchase a matching set costing me $245 from Amazon, AND to pay a plumber to install it. I was easily able to do it myself. For this 4 month fiasco, the company paid less than $100 and I paid the equivalent of $500, on top of the premium I paid for the warranty. Needless to say I will never use this company again and cannot recommend it to others. Of course, not everyone would have the problem I had, but this company has poor customer service and no support to their paying customer to provide help. No peace of mind there. Just 4 months of frustration and hours of contacting the plumber and the Warranty service to make something happen. They are also more expensive than most of the competition.

11 months ago

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Cathy Heaton North Little Rock, AR

They have always responded quickly and professionally to every issue I've had.

6 months ago Edited September 6, 2023

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Reply from First American Home Warranty

Cathy, We appreciate you taking the time to share your five star review with us!

Sep. 6th, 2023

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Joey DeSena

STAY FAR AWAY! Absolutely the worst! We bought the premium plan. We never filed one claim in two years. Our water heater went after 18 years, they made us wait 2 weeks for their service worker to come out. 2 weeks of no hot water. After that, they denied to fix, pay or replaced. No reason given! Also, you would stay on the phone over an hour to get through. SAVE your money and aggravation and go with another company.

6 months ago

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Reply from First American Home Warranty

Hello Joey DeSana,
First American thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process. At this time, our records indicate that on July 14, 2023, you placed a claim for your water heater not heating water. We dispatched independent contractor AZ Remodeling and Plumbing Inc reported the water heater was leaking and unrepairable. Additionally, AZ Remodeling and Plumbing Inc advised that the water heater did not have double wall venting and excessive heat caused the leak, which is not covered. As such, your claim was denied. You may refer to your warranty contract section, Limits of Liability, Number Three.
On July 19, 2023, you provided First American with an outside contractor’s diagnosis for review to dispute the denial. After further review, First American attempted to dispatch another contractor to diagnose the failure but was unsuccessful.
On August 7, 2023, First American authorized you to locate and hire a licensed and bonded contractor as First American was unable to locate a contractor to complete the necessary repairs in a timely manner for you. You may refer to the home warranty contract, under Customer Service, Number Three. On this same day through August 14, 2023, we attempted to contact your outside contractor to review their diagnostic but were unsuccessful.
On September 5, 2023, First American contacted you and were advised that the work had been completed with your outside contractor. First American requests you provide a copy of your contractor’s diagnosis and invoice for review of coverage. First American considers this claim pending.

Sep. 5th, 2023

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Crystal Lee Ann Paselk Costa Mesa, CA

I haven't had many issues going wrong in my home but when I do FAHW responds quickly and issues are resolved quickly.

1 year ago

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Reply from First American Home Warranty

Thank you for your review! We look forward to being there for you the next time you may need us.

Dec. 29th, 2022

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Susan Rambo Las Vegas, NV

Our first and only experience was not handled well at first, but bringing it to the attention of the right person resulted in a good experience.

1 year ago

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Reply from First American Home Warranty

Susan, Thank you for sharing your experience with us. We are glad that we were able to be there for you when you needed it most.

Dec. 19th, 2022

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Donald Wayne Thomas Chattanooga, TN

Best available Warranty. Allways recommend this company because I have never had a problem with service

1 year ago

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Reply from First American Home Warranty

Donald, Thank you for sharing your five star experience with us! We are honored to know that you recommend us.

Dec. 9th, 2022

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Marsha Chism Memphis, TN

I been with First American Howm warranty for three years now and never had any problems with the company.

1 year ago

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Reply from First American Home Warranty

Marsha, Thank you for your review! We are so glad that you have been apart of the First American Home Warranty family for three years now. We will continue to be here for you should you need us in the future.

Dec. 9th, 2022

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jeanette dalgado Redondo Beach, CA

I would have given them a 5 star rating bcos it was easy to file a claim, get someone to come quickly HOWEVER the person who arrived spoke NO ENGLISH!!!!! THAT is a deal breaker!!!!!

1 year ago

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Reply from First American Home Warranty

Jeanette, Thank you for sharing your experience with us. It is great to know that you were provided quick service. We have a great selection of contractors that we take pride in partnering with and it is disappointing to hear that this was a 'deal breaker' for you.

Jan. 5th, 2023

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Debra HAMM Moreno Valley, CA

When I had trouble with a contractor American Home Warranty stayed on top of it. Keeping me informed of the status.

1 year ago

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Reply from First American Home Warranty

Debra, Thank you for taking a moment to share your review with us!

Nov. 17th, 2022

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Robert Fernandez Danville, CA

We're still waiting for our cash option check from our recent claim that your assigned contractor could not fill our need as to the instant hot water product.

1 year ago

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Reply from First American Home Warranty

Robert, Thank you for your review. We are sorry to hear that you were experiencing these issues. We were unable to locate your claim with only the name provided. We requested additional information from you privately, but did not hear back. If you are still experiencing a delay, please reach out to us directly and we can assist.

Jan. 10th, 2023

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Leroy & Barbara Terry Piedmont, SC

Great customer service. Work hard to remedy any disputes concerning problems with contractors servicing as promised.

1 year ago

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Reply from First American Home Warranty

Leroy & Barbara, Thanks so much for sharing your great feedback with us regarding your recent service!

Nov. 11th, 2022

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Bruce Johnson Loudon, TN

Coverage without hassle. First American has always assigned competent service organizations to fix our problems.

1 year ago

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Reply from First American Home Warranty

Bruce, We appreciate you taking the time to share your review. It is always great to hear when our customers have a fantastic experience with us!

Nov. 9th, 2022

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Regis A. Jameson Phoenix, AZ

Always responds immedialely to claims--very efficient, knowledgeable--referrals have been excellent-

1 year ago

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Reply from First American Home Warranty

Regis, Thank you for putting your trust in us! We look forward to being there for you, should you ever need us again.

Nov. 9th, 2022

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Pamela Kennedy Spartanburg, SC

The staff is friendly and professional. I always receive great service from the providers they recommend.

1 year ago

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Reply from First American Home Warranty

Pamela, It is always great to hear when our customers are provided excellent service!

Oct. 26th, 2022

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Alan Henson San Leandro, CA

Scheduled and appointment 3x the repairman did not show. AHW would not find another company. Forced me to continue setting up appointments with them. No callbacks from that company or AHM which they promised they would do within 48hrs. 96hrs in still no callback.

1 year ago

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Renee Brown Prescott, AZ

They are always fast & efficient. So far I've never had a problem & I've been with them for 8 years.

1 year ago

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Reply from First American Home Warranty

Renee, Thank you for sharing your review! It is fantastic to know that we have been able to be there for you for the past 8 years. We know how many choices you have when deciding on a home warranty company, and we are glad you chose us.

Oct. 14th, 2022

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Carman Coco Tucson, AZ

It was easy to purchase the warranty. Since I have not had to have service I cannot rate with any knowledge.

1 year ago

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Reply from First American Home Warranty

Carman, Thank you for sharing your review! We look forward to being there for you, the next time you may need us.

Oct. 26th, 2022

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Biancanieves Garza Penn Valley, CA

Access was timely , efficient, and effective. We had a good choice of times, and days. The locksmith changed all our locks and provided new keys!

1 year ago

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Reply from First American Home Warranty

Biancanieves, Thank you for your feedback. We are delighted to know that you had a smooth claim process. We appreciate your continued trust in us!

Oct. 14th, 2022

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Jessica Williams Kennesaw, GA

It was helpful and unexpectedly I had an issue in my home right after getting the warranty and they were able to send someone out.

1 year ago

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Reply from First American Home Warranty

Jessica, We appreciate you taking the time to share your review. We will continue to be here for you should you need us in the future!

Oct. 14th, 2022

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Peggy Payne Eugene, OR

My dishwasher is not fixed you sent a service man out here who said he cannot get parts. I called customer service and ask for help and was told that you would find someone who can get parts and fix my dishwasher, I have heard nothing. Am I going to get service.

1 year ago

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Reply from First American Home Warranty

Hello Peggy,

Thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process. At this time, our records indicate that on October 19, 2022, First American received your invoice for your contractor diagnosing the dishwasher as unrepairable and the replacement of your dishwasher. On October 19, 2022, First American reimbursed you $865.98. Please allow 7-10 business days to receive the check.

First American considers this claim closed.

Thank you,

Oct. 19th, 2022

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Virginia Holdinski Redondo Beach, CA

Very easy t work with. I called about my oven problem and they immediately sent out a repairman. Excellent !

1 year ago

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Reply from First American Home Warranty

Virginia, Thank you for leaving us a five star review! We know how many choices you have when deciding on a home warranty company, and we are glad you chose us.

Oct. 12th, 2022

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Jeff Linz Vallejo, CA

I have had some service call issues in the past. Sent me a less than reputable plumber. When I had a good plumber in the past from FAHW, wanted to use him.

1 year ago

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Reply from First American Home Warranty

Jeff, Thank you for sharing your comments with us. We do our best to connect with contractors that you may want to service your claim but may not always be able to schedule service with them. For example, the wait time to service your claim may be significantly longer than scheduling with someone else. We look forward to providing you great service in the future.

Oct. 12th, 2022

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Jose Cancel Rivera Temple, TX

Since I have first American Home warranty anything that goes wrong I called them and they sent me a team to fix it.

1 year ago

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Reply from First American Home Warranty

Jose, Thank you taking time to share your review with us! It is great to know that your claim was able to be resolved promptly. We appreciate your continued trust in us.

Sep. 28th, 2022

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Melchor Avillaneda Cypress, TX

Good response,fast service. Every time I call I get someone to help me with my claim or something I need to know.

1 year ago

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Reply from First American Home Warranty

Melchor, We appreciate you taking a moment to share your experience with us!

Sep. 20th, 2022

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Robbyn Spanish Fork, UT

Excellent service! Very easy to work with and they try to get the best service for you and your situation.

1 year ago

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Reply from First American Home Warranty

Robbyn, Thank you for sharing your feedback. We are thrilled to know that you have been provided excellent service! We will continue to be here for you should you need us in the future.

Sep. 19th, 2022

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Bernadine Union City, CA

Less hassle!! Keep you up to date!! Prompt service!! Everyone knows their job!! Customer service aware what going on!!

1 year ago

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Reply from First American Home Warranty

Bernadine, Thanks so much for taking the time to share your experience with us!

Sep. 20th, 2022

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Yvette C Jones Lancaster, CA

I chose them because of there great reputation.Unfortunately I haven't had to use my coverage as of yet.

1 year ago

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Reply from First American Home Warranty

Yvette, We appreciate you taking the time to share your five star review with us. We will continue to be here for you should you need us in the future!

Sep. 19th, 2022

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Frances Mayer Olive Branch, MS

Good customer service, fast response from quality company for repairs. Prompt call back to explain your service needed.

1 year ago

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Reply from First American Home Warranty

Frances, Thank you for your review. It is always great to hear when our customers are provided excellent service!

Sep. 20th, 2022

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Roddy Gee Sacramento, CA

Great CustomerService but companies that work via first American are not all educated to identify and resolve issues the first time

1 year ago

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Reply from First American Home Warranty

Roddy, Thank you for your review. We are disappointed to hear that you have had this experience. We take all feedback provided to us seriously, as it helps us to make changes where needed.

Oct. 3rd, 2022

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Enemecio Ochoa Roanoke, TX

Because when I open a work order the company they send take a day or two just to tell me the they going to be at my house the next day

1 year ago

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Reply from First American Home Warranty

Enemecio, Thanks so much for sharing your great feedback with us regarding your recent service. We are thrilled to hear that we were able to have this resolved for you so quickly. We look forward to being there for you, should you ever need us again.

Sep. 21st, 2022

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Jack Smith

Put claim in for fridge not working. Took the company 5 days before coming out.they showed in a car with no parts in it so now it's gonna be another 4 to 5 days to get fixed.

1 year ago

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Reply from First American Home Warranty

Jack, Thank you for your comments. We did request additional information from you so we could further look into your claim, but was not able to connect with you. Should you still need assistance, please feel free to reach out to us.

Nov. 2nd, 2022

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Elena Brettillo Northglenn, CO

The plu.mber you sent out has been here before and is very efficient and helpful with recommendations

1 year ago

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Reply from First American Home Warranty

Elena, We are elated to hear that plumber was able to resolve your issue for you!

Sep. 8th, 2022

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Review Source

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Martin Thompson Knoxville, TN

The website is easy to navigate. Depending on the trade, it can take several days to see a technician. Work is done quickly and efficiently.

1 year ago

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Reply from First American Home Warranty

Martin, We appreciate you taking the time to share your review with us!

Sep. 9th, 2022