First American Home Warranty

I made a service request for my washer June 22nd, 2023. Today is July 14th. After being told week after week products should arrive… they still haven’t. Now they are telling me one part is on back order until September and Now they are looking for a new supplier. Last week they gave me the option for a cash out of 149 that was suppose to cover the parts and labor. The contractor is charging 130. Not sure how long 149 would cover this issue. I could have got parts by now but they don’t want to give out proper cash out. So here I am, going to laundry mats with my children smh. After being a customer for 2 years. I probably won’t be renewing.. I call back to speak to a supervisor, now the system is down. What a joke.

I put in a request to have my oven repaired, the first technician (Tri-Valley Repair), scheduled an appointment a week out. Exactly at the appointment time, he called and said his truck broke down. He set another appointment further out and by then I got COVID. I called well in advance that morning to inform and request a return call. I called several times and texted to avoid him wasting time to get here. I was so upset because I was so very ill and calling this guy to get a new appointment was just hard. He never returned my calls and texts. I wanted to set up an appointment because his appointments are booked so far out. I called First American Home Warranty (FHA) and complained, because by then it had been about 2 weeks. First American reassigned another company. The second technician walked in and took five minutes to tell me nothing was wrong and began to explain to me how an oven works and how to use my appliance! I was in shock since I am a 58 year old woman. He spoke down to me and treated me as a "dumb woman". He was sexist, rude and discriminating. I called First American again and told them my experience and they let it go into one ear and out the other. No apology for my bad experience and no mention as to any follow-up with this discriminating contractor. They sent out a third company and it was determined I needed a new sensor. By then, I had a broken oven for at least 6 weeks after my initial repair request. Well, now my refrigerator ice maker broke and they assigned to me the first guy who didn't show up (Tri-Valley Repair). He called set an appointment and never put it in the system. Fearing the same no show again and without putting the date in the system, no one would know he failed to appear. I called to request a different company and I was told that I can't request a different company and the service agent denied my request. I had asked to speak to a manager. "Manny" the manager, proceeded to tell me that only that assigned technician can request it to be reassigned. For the fact that I have previously asked him to be replaced, that I can't ask again. My prior request was a one-time courtesy. This guy doesn't show or return calls or put appointments in the system, what makes me think he will request a reassignment. However, I called the technician to request he do that and as expected, he ignored me. I called FAW again because it usually takes several calls to get the right thing to be done, magically I was reassigned to a different company. My original claim form had the make, model and serial number on it. The newly assigned technician arrived (now it's been 8 days since my claim). The guy walks in, looks at the refrigerator by opening the door and taking a picture of the model number went to his truck and gave me a service bulletin. He claimed he can't work on it because it's involved in a class action case in court. This technician should have looked at his work order (since he knew about the class action) and said that he receives several calls a month about these units. He should have informed FAW that he can't touch the unit prior to arrival. In fact, since FAW is a warranty company, they should have records of systems that can't be worked on. I called FAW and requested a refund of my $85 deductible and was immediately denied because he "showed up". He showed up to tell me he can't work on it. He knew it because he had the service bulletin on hand. I explained all the facts and was asked to email a copy of the notice that I was provided, which I did and was still denied. I hang up and call again ,because it takes several calls to get the right thing done. I spoke to (Airo) and he denied my request and proceed to say that he "showed up". He proceeded to talk over me and I had requested to speak to a supervisor. He responded that he will talk to his co-workers and I said no, I have already spoken to your co-workers. I asked him to transfer me, and he just spoke over me, ignoring my request. I asked him to just transfer me. He asked why and I said because I want you too and as a customer, I had that right. He told me that I had no reason to speak to a supervisor. I told him he doesn't have the right to determine that I have no right and that he needs to transfer me. I hung up and called again. I spoke to a manager and explained the situation. No apology for the treatment I had been given by (Airo) and how the tech knew about the class action and my work order had all the relevant information and they should have known as well. She said that the document I emailed was not even in my file. She proceeded to tell me she will call the tech and ask. Of course he will make an excuse because he wanted to get paid for his trip in spite of his knowledge of not being able to work on the unit. Needless to say, I filed a BBB complaint and have posted my story on every site I can find

My 3.0hp pool motor pump failed. Prior to failing, my filter pressure 22-24psi. WaterTex replaced the 3.0 with a 3.45hp, creating an over pressure of now 30psi. I begged to get an equal hp pump switched with same. THEY REFUSED. I hired a third party company to check out my system. HE ALSO SAID WAY WAY TOO MUCH PRESSURE. First American still refused. I paid $1,000 out of pocket for a compatible motor and even NEW CARTRIDGES. My new filter now has 21psi. First American again did not uphold their contract by replacing same for same. Sadly this company gets worse and worse every time I deal with them. One of First American’s contractors said I would probably be required TO DRAIN MY POOL, A POSSIBLE ACID WASH, but probably for sure a power wash after being drained. NONE OF THAT WAS REQUIRED AFTER CHEMICALS AND NEW CARTRIDGES WERE PURCHASED. In January, for example, my pool circuit board failed. Atop their covered list is CIRCUIT BOARDS, yet they went to fine print trying to explain why it was not covered. I actually sent their explanation with a copy to a third party who actually manufactures these boards. They said it was totally confusing. One cited “double talk” on how to escape covering this part. Their selected contractor I would have to pay $3900 to fix my problem, saying I would never find a replacement. My pool company found several easily. Not used it not on EBay as their surrogate contractor would be required.

I have been a customer of First American Home Warranty since 2013 when I bought my home and I have to say they have the worst customer service I have ever received from any company. It is a scam! I canceled my policy today effective immediately due to a complete lack of response from First American, as well as their contractors. First American Home Warranty's supposedly vetted contractors do not call or make appointments within the 24-48 hours that is given, First American does not service their customers or care if their customers contact them multiple times regarding issues with their providers, and First American's customer service representatives and supervisors have been nothing but completely and utterly rude on multiple occasions. I wish that I had every dollar I have spent paying for this non-existent service the past 10 years. I could have bought a new AC unit and had money left over to maintain other appliances within my household. DO NOT USE THIS COMPANY. They are borderline fraudulent and should not be recommended by any real estate agency that is worth anything. Save your money!!

Confusion over type of repairs to be done and when, while the service representative is there. I am still dissatisfied with repairs to be done to my furnace, as they have not been addressed or completed. Phone reps have been very helpful in solving my questions and problems, but repairs are slow,

For the most part, it is a benefit to pay for the monthly insurance, especially if you have the premium upgrade perks where they take away the old unit for free. We have had some issues with our AC , but after speaking with multiple customer service people, we finally got it fixed. Helpful service if you can't afford to replace a whole appliance if it were to break. Worth it for us

The portal was easy enough to navigate and to book a vendor to come out. Our dishwasher wasn't working and we scheduled a consultation for a diagnosis after having already verified with another repair service what was wrong and that basically, the part that we would need replaced is expensive. It cost $85 just for them to come out --- just for the technician to take 5 minutes and tell us there was nothing wrong with the dishwasher. We tried to request another one but it was ultimately too hard with no payoff that we could see and we replaced the dishwasher instead. I will never buy home warranty again after this experience.

There are a lot of home warranty services with poor reviews. I tried First American Home Warranty because they cover a newly purchase home. I Called 3 times for service over 6 months. 2 of the 3 services were not covered therefore I was forced to contact another repair company and covered the cost. Problem was First American wants you to pay the $75 service fee for each request even when they don't cover the cost of repair. Doesn't make sense to pay their ssrvice fee when they deny the repair and find and pay another repair company. Customer service is difficult at best to communicate with. Hold times are long.

I just wish my realtor had given me a prepaid Visa card rather than this $600.00 home warranty policy. Getting in touch with them the first time ( on the phone) was painfully slow. You have to go on their website and make an account then getting someone to respond either doesn’t happen or takes forever. They charge a $75.00 fee to show up whether the person can fix the problem or not. In Santa Barbara most of their contracts go through phoenix plumbing and heating out of Santa Maria, more than an hour away. Maybe if they had more plumbers on their contract list it could be better. When my toilet backed up recently and I contacted First American I never got a response, who can wait when it comes to sewage? I called my own plumber, he quickly cleared it for $70.00 and I saved $5.00 by not paying First Americans co-pay!!!

I've had the warranty for years (I believe since 2014 or so) and hardly use any of their service (good thing I guess). But my recent service request is a nightmare. It's a toilet leak from my unit (I live in a condo) to my neighbor's downstairs. I understand that I need to get a quote and authorization before the work started. The rep is VERY slow to respond my questions. And in the middle of the claim they switched my rep to someone else! who also does NOT return my calls nor my messages online (why do they have a message portal feature if nobody is checking it?!!). They allowed me to use outside contractor and I am following their required steps to a T. Anyway, now they're having a problem with fixing the drywall of my neighbor's unit because it's not my unit! Well, that's not what I was told earlier. It's a part of the leak problem. If it's within my unit, they would have covered. So, what is the difference!? I asked many times how the drywall will be fixed after the plumber fixed my toilet leak (which he has done that). And the first rep told me that First American will be sending someone to patch the drywall. So, I don't understand why it is a questionable item now. And now again with the calls back and forth... on hold waiting for a supervisor to talk to me and still nothing! For a simple toilet leak the work (not by the plumber but because of the steps I have to follow) takes more than a month!?!?! This is ridiculous!

We've had a home warranty with First American for 2+ years. The three claims we have had have been handled promptly until now. Our contractor said that the oven would be replaced and that First American would get back to us in 48 hours. It's been a week. I finally tried to contact the company and it took me TWENTY minutes of being on the phone with their automated system to finally be redirected to an actual service line!! And then of course, I'm just on hold forever. It's a fine warrenty, but the customer service is pretty dang frusterating.

When you call expect to be on hold for at least 40 minutes before you get a live person. and if they have to transfer you to another department plan on another 40 minutes. The people that answer the phone are pretty good but their hands are tied on what they can do. A couple of people said that they would get back to me but they never did. One lady told me not to hang up because she wanted solve the problem for me now. She left me on hold for a while but she got me the answers I needed. Bottom line, they have a bunch of good people but probably not enough. If they worked on the weekend or even later to accommodate people on the left coast that would be helpful.

They were great when I used them. They answered my questions and were easy to work with when my garage door stopped working. They found a great local repair person and it was a great experience.

I've been with First American Home Warranty for over 16 years. I can tell you in the past I have had positive experiences with this company. This time, however, not so much. My family and I were out of air conditioning for 14 days. This was due 100% to FAHW. 1. The technician they assigned me was here the very next day. 2. There was a substantial out of pocket cost I was not aware of. 3. I asked FAHW if there was anything they could do to help. 4. FAHW suggested a possible solution would be to take a "cash out/buy out". 5. I asked for a cash out quote so I would be able to make an informed decision. 6. I was told this quote had to come from a different department and that could take a few days. 7. I went the next 12 days, pleading, crying, begging for help and/or call backs from anyone in this company explaining I have a 91 year old cancer survivor who was suffering greatly in the desert heat. 8. While they promised to call back with the SWEETEST and most caring sounding phone voices they DID not call back. I called them 58 times over the days. 9. FINALLY I reached someone named Lisa. She was THE ONLY one who helped me. She was actually able to give me the quote everyone else said would take days and days in minutes right over the phone as I waited. On top of that when Lisa said she would call me back... SHE CALLED. When she said she would send me an email... SHE SENT AN EMAIL. If I had gotten Lisa in the beginning my air conditioner would have been fixed (including the time to order the parts) in less than 5 days instead of 14 days. Once Lisa got involved we were able to get the go ahead over to the contractor who had the issue fixed in two days. Lisa is the ONLY reason I gave 2 stars. Had it not been for her I would have given 0 stars. I really don't think FAHW wants their customers to have this type of experience. They need to get Lisa to train the others including the supervisors I spoke with along the way. In the past I have sent FAHW no less than 8 new customers. I will not send anymore of my friends with this type of service.

Needed an AC repair, within a month of moving into our home. Side note: when buying a home with an AC, spend a $100 to get an AC inspection from a reputable HVAC contractor. Most general home inspection firms don’t do a detailed enough inspection of the AC unit (e.g. using an electronic leak detector) to find a leaking coil. If I could review the contractor who did the repair separate from First Am, the contractor would get five stars and First Am would get one star. The problem with First Am is that despite my paying extra to get AC coverage, with a specifically stated $1,500 maximum, the way that First Am “interprets” the contract language resulted in several exclusions that still resulted in my paying $800 for the job. That could have been a lot more if the Lennox warranty on the coil itself wasn’t still in effect. Bottom line - I’ll certainly never use First Am again.

Good day. I am submitting this as a formal complaint based on the inability of your company to fix my Freezer. I initially contacted your company to have my ice makers checked on my Fridge. The technician came out numerous times and fixed the upper freezer and wanted me to wait a reasonable time frame to see if adjusting the temperature would resolve the lower freezer issue. He said give it 30 days and if it is still having issues then call again.. Ok so I did as he told me and you are now charging me $75 for the same issue.. PS in between this time my brother passed away so my main focus was taking care of family first.. Let me know how your going to reimburse me my $75 Thanks

My refrigerator and wash machine went out on Thanksgiving Eve it’s now December 19th and both items are not fixed. Unfortunately repair company was horrible and communication was lacking between First American and A and R repair. I ending up having to buy new refrigerator because unfortunately company couldn’t find a compressor sooner enough or couldn’t give me a date the compressor was to arrive. No one new anything about my wash machine and because I bought from someone who fixed it wrong they will not cover repair or replace. I’ve been a member for over 4year and they will now cover me when I really need them. Disappointed in our relationship.

This is by far the most dishonest company. I put a claim in. They had a company come out and lie so they didn't have to cover it. Said it was missing parts. How is that possible if it just worked? This company is a complete scam. Save yourself and do not go with this company........ update after a bunch of calls and complaining i reached the ears of the higher ups. And they fixed everything. I would of gave them 5 stars if i didn't have to fight for what should have just happened. But in the end i dont have any complaints. I am happy with the out come.

My first problem after signing up for their premium coverage. All went well on the first visit by a service technician. There was a part required to fix the problem. A month goes by and the problem comes back. We call the service company to find out where the part is and find out the claim has been denied. When we call FAHW they lie and tell me they left a voice mail after the service. We have no calls from them and no voice mail. We request a technician to be dispatched to fix the problem, even if we have to pay for the repairs. They indicate that once service has been denied they no longer have responsibility and we will have to find our own technician. They also charge an additional $75 fee that we had to call back to get reversed.

Not sure why I’m giving them 2 instead of 1 but their phone system is horrible. Every time I have a question I get put on hold for an hour and then get transferred to four different people before hanging up the phone in frustration. Current home I just purchased has a keypad lock on it that is old and doesn’t work. Called to get it changed into an actual key door lock which I wouldn’t think would be such a big problem but they refuse to change the lock only fix the crappy one that’s on it. They literally haven’t helped me in any instance I’ve ever had. Oh and for being AMERICAN home warranty nobody there can speak fluid English and there’s always a language barrier.

First they are getting 2 stars because they actually do communicate with me in a timely manner. However, their customer service sucks and the contractors they send out are incompetent. First about 4 months ago, I submitted a claim online that my dryer was having issues making extremely loud squealing noise. I was charged the $75 service fee. They sent a very nice man out to fix it. I thought it was all fixed. Then last month it starts doing the exact same thing. And my washer happened to die on me at the same time. Put in claim number 2. THis time the company they send out is here MAYBE 10 minutes (in that time he always used my restroom) didn't even look at the dryer or turn it on, tells me my whole front panel on the washer needs to be replaced and I will be charged extra for it being a stackable. WHAT??? I call First American, was told nothing would be extra as the $75 covers everything. a few days go by, the contractor does not return any of my calls. First American calls me and states they are ordering the parts for my washer, but the dryer is not covered. They claim "noise" is not an issue. WHAT????? Both time I explained the issue I was having and they had no problem charging me both times for the $75 service charge knowing they wouldn't cover "noise"? Mind you the dryer is not usable due to how extremely loud it is. Now they call me and tell me the contractor needs me to move the dryer from the washer (they are stackable) before they will schedule to come. Now I have to do part of their job for them? I'm a woman by myself and have to figure out how to get the dryer down before they come out? THey wouldn't even call me they will only talk to First American yet I am the one they need to schedule when they will come out. First American has not been a help whatsoever with this. THey use very unprofessional contractors, and they things at you last minute like this. Be very cautious of them.

**READ THE CONTRACT** I have had FAHW for 3 years. I've had a claim each of the years. First year was just the dryer(minor issue). Customer service = good Year two was the dishwasher, which was replaced. A quick note about this claim. ********************************************* ***Do not just accept the offer to replace*** ********************************************* You need to research the replacement item before accepting. FAHW tried to sneek by with replacing my dishwasher with one that was half the capacity and efficiency. I refused, and they gave me another offer 2 days later which after researching I accepted. My HVAC was also having issues which took them 2 weeks to fix. Customer service = OK On this third year, my HVAC broke down again. This time it needed to be replaced. It took a week and a half to diagnose the problem and as I am writing this it is still broken. My HVAC has been out for more than a month. During this whole process I have been calling and emailing with both FAHW and the contractor they selected. It took me a whole week to squeeze the info out of FAHW about the replacement equipment. Once the equipment was ordered, they told me 2-3 days. In actuallity it has taken 2 weeks. If you use FAHW always get info in writing. I had them send me emails with the info. I've finally gotten a scheduled installation date after 2 months. The problem has always been with the warranty company, never the contractor. Customer service = Bad A quick note about the customer service. Everytime I called, they would never have the info I needed. They would have to call around in their own company to get info from others. The last time I called, they had info, but it was outdated info from when I called 2 weeks ago and they just "assumed" is was right.

We renewed our second year with First American Warrant and the service this time has been horrible. We have had a problem with our Washing Machine and the GE vendor contracted by 1st American dialed the wrong number to schedule an appointment, ordered parts for the washing machine that was not needed and left at our home. The final straw was throughout this entire process the 1st American Home Warranty Customer Service Representatives processes in getting a report from the GE Vendor, answering questions about the delay in repair, and/or replacement was insufficient and at times they were downright rude! Their answer to our situation was consistently the following, "we are waiting for a report", "they have 48 business hours to comply, " a supervisor will tell you the same thing," and "there is nothing we can do at this time." I put in a request to cancel my service and find another home warranty company.

My daughter had coverage with First American Home Warranty but cancelled, thank goodness. I live with her and I paid the $95.00 deductible each time for more than 5 or 6 calls for the refrigerator. Ice maker would not work about 3 days after the repairman left. And he even told me once it needed to be cashed out. We have used ice trays for a year now & I am sick of it. FMHW WON!!!! With the $95.00 I have put out, we could have bought a frig. In the freezer right now, the ice cream is half soft. I had to throw out all the food in the other side once until they got a repairman. All I can say to others "Good Luck".

Professional customer service reps. Phone calls and questions get answered quickly by real people. Quick response time by professional services. Transactions are easy. Have been pleased with their work.

Easy to request service; however, some of the providers were terrible. Heating & Air guy didn't complete the job and didn't want to work when he got here. Electrician came, looked at the job, had to get parts, never returned or returned our calls. I would like a way to get a partial refund for having to get our own person to come to the house.

We have used this service for 13 years, and I highly recommend .We have only had two bad experiences, and that was due to employees of the contractor(s), and they righted the situation.

Within the first 2 months of having American home warranty my water heater went out and just a phone call away someone was there the next day to check and replace as needed thx American home warranty

Over all every excellent service with the exception of one representative we spoke to. Very quick turn around on getting our appliance taken care of and following through with each step in the process.

We've had this company for 3 years. Our first experience with them was amazing. However, we opened a classroom on Sunday due to the water backing up and flooding the basement. We are unable to take showers, use the toilet or anything else that drains water into the main line. It is now Monday and still nothing. We called to ask about the progress of our claim and seven someone would be out. They notified my husband that it could still be another 2 to 3 days before someone comes out. We are ready to cancel and just call a plumber out.

We been covered by FAHW for going into our third year. We have had a service call each year. Some of their techs have been very prompt. Our recent experience with Sears Service was not prompt. Little communication about when the service or completion would happen. The actual service was fine

Horrible Service. I have a broken dishwasher and the appointment they gave is 2 weeks out. What are we to do ? I will get it fixed and then what. You pay home warranty using escrow how do we dispute bad service. If there is someone review please refund the money we paid for warranty so we can a aleast get our own contractor to pay for it.