First American Home Warranty

I had the central air conditioner go out and the furnace had a cracked heat exchanger so it needs replaced as well. I have children with disabilities and with severe asthma in the home. Their one and only technician with horrible reviews (false advertisement that they monitor and ensure companies are approved due to reviews…this company has a 1 star review!!) couldn’t even come out in a reasonable time frame. So I was allowed to get my own contractor. After I did and submitted everything, First American has been horrible about expediting the replacement. Now they want to pay out $1492 when it costs $8700!! They say they base it on nations averages. What company can buy and install a furnace AND central air unit for $1492?! Then they said I can go through their horrible one contractor who wasn’t even available in a reasonable time frame so we can delay the replacement MORE! It is now going on a month!!! Then they said they expect a reputable company to install their equipment they send out, but would not even tell me what brand and specs they were. I have a Bryant furnace and definitely don’t want something from China and cheaper than want I have! This company is penny pinching but sure wants high premiums!!! I have not even been reimbursed for the service call I paid out of pocket for! This company lies to get you to sign up and has deceptive practices!

This company use to be good but have become a shadow of itself. seems to have outsourced its customer services offshore . when you call for service they now send you some shady tree contractors that are far from been professionals , treat you with utmost disdain and lack of respect . they treat you as if they are doing you a favor ,I will definitely be looking for a better home warranty company that actually cared.

Do NOT use this company! They outsource work to their own contractors. I had a water leak and they were unable to get a technician to fix the leak for 3 days causing an unsafe environment and further damage. I had to find my own contractor and pay our of pocket. They refuse to reimburse me for this as they define an emergency to be resolved within 3 days. Water actively leaking from a pipe is an emergency that needs to be fixed ASAP and is unacceptable to go 3 days without being fixed. They used a company closed on weekends. I spent hours on the phone with them across 3 days and no resolution. This is a WARNING to not waste your money as they will not help and will cause already stressful situations more stressful. You're better off on your own!

The ac unit in my rental Apartament broke down 2.5 months ago. Contacted first American warranty and they sent out a contractor within 1 week. They contractor gave their report 2 weeks late and then stopped answering calls or messages. So first American sent another contractor 2 weeks later, they showed up and said don't do Apartament's. So why didn't first American let them know that this is an apartment they are going to work on!???? Waste of time They sent a third company and they no bid and then they sent another company and they gave their assessment. So finally after 2 months there was company that was willing to work on this repair but they provided an outrageous list of modifications and labor that first American said it's not covered by my warranty plan. They wanted me to pay $7000 for modifications and labor!!!!!!! This is absolutely crazy!!! I got a quote just on my own and found out that a replacement condenser and hair handle with labor is $8900. So let's say the first American contractor also was charging $8900 so that means first American pays $1900 while I pay $7000. How does this makes sense? How do they justify this?? So I asked the warranty company to give a cash out offer and this process took 2 weeks. They offered me ~1400 to take and go fix it on my own. So rejected this offer and now they will send another contractor for a second opinion. When is this going to end!?????

I haven't been with FAHW that long. My first repair was my HVAC which the company sent out to fix my heat. The Appliance company that they sent out collected my $100 and then said they had to order the part. It went down hill after that. I was told the part had came in and 2x they set me up with no show and when I tried to call the company there was no answer. I asked FAHW to send me another company out, they refused since the appliance company had ordered the part. The company called and said they would be out the next day and gave me a window from 12-1pm. Never showed up and never called. I ask FAHM to return my $100 they said no. You pay your monthly fee on time and I didn't get the respect/service that I was entitled to. FAHM's job is to satisfy the customer and it didn't happen. Had to make numerous phone calls and was told nothing but lies. I have never been so upset with a company who is taking my money every month and I can't get the service. I am a senior citizen who has been taken advantage of. I am very dissatisfied with First American Home Warranty and I will be canceling my policy immediately

We bought a home in Orlando FL in January 2022. The previous owner had a refrigerator repair work order since October 2021 with first American hw. We were told that the repair would be conducted in early February and decided to prepaid a one year coverage that included everything. The problem consisted of a bad freezer door and ice maker on a Viking refrigerator unit. It is hard to describe the process my wife and I have gone through with this company that sales lies and is not honorable. After multiple calls to customer service and being told a different lie every time they were able to send the parts to the appliance repair company but sent them to Georgia instead of Florida which is not surprising due to FAHW inability to provide quality control at their office. We elevated our concerns to "someone that would help us getting the problem resolved" as described by one of their liars aka customer service reps. Fast forward to March 14th 2022 and after not responding to my call and emails the higher up "problem solver" sent me an email apologizing for not replying to my email because she was out of the office. A simple automatic out of the office would have been enough but again I am not surprised because they lie and do not care about customer service. Her email offered $175 to close the order because that is what our ice maker repair parts and labor would cost. She never acknowledged the main problem "The Freezer Door". Her email read "I have reviewed you claim and understand that your ice maker is to be replaced." it is obvious she di not review my case and only scanned over it so she missed the broken freezer door. I called to cancel the warranty and was told you'll be charged this and that but I'll gladly pay anything to get out of this business relationship with a company that does not honor a contract and trains their personnel to lie and to avoid replacing an appliance. They should have honored the advertised online quote "If we can't repair it, we'll replace it*" but their business motto is to get your money and not replace units even if a work order takes 6 months to get resolved! Please, please do yourself favor and run away from from FAHW. There are other very reputable and responsive companies out there. Do your homework before signing a contract. Cesar.

The warranties don't cover the major problems with your appliance's. They come out and do the minimum work and then tell you more money is needed. It looks like this is just not a good warranty to have because most people believe it will cover major repairs when it does not.

My water boiler broke down 3 weeks ago and it was a nightmare to get it repaired. 4 phone calls on day 1 and no one came . Next day afternoon the first contractor came. They were too late to send the first contractor. Meanwhile there was water damage to the home foundation and water continuously leaking into it. I had no choice but to call another contractor to get it fixed. That private plumber I called was ready to do the boiler replacement the same day. I then call First American to see if they would work with this plumber. I was told no so I told the plumber to go. Meanwhile the contractor from First American came and said the claim process will go through hopefully by next week and then the boiler will be replaced. Also there is a fair chance the claim will be denied because the boiler isn't at its original position. I said that's unacceptable and got the boiler replaced the same day. It isn't fair to wait another 1 week in peak winter for boiler replacement. This should have been expedited to the highest levels. Any reasonable person will understand this but First American doesn't. For an emergency in the middle of winter when I have 2 little kids I cannot wait for days for this kind of repair. First American failed at multiple levels. I am a physician. If someone has a heart attack you don't wait 5 days to do an angiogram, you put a stent in right away so the damage is reversed. You do it right away, that's the point. First American expects me to wait for all the water damage to happen then fix the issue after the claim process goes through. How dumb is that. I explained all this to their customer care and cancellation department but they didn't listen. I have terminated my contract and in that process I ended up paying even more because of early termination. I am not sure how First American is surviving in business with such kind of behavior with their customers.

Singularly the worst experience with a company many times over. Extremely difficult to talk to anyone, minimum...I mean minimum wait of 10 minutes on hold every time. If I don't follow up, and wait on hold, nothing happens or moves forward. They say one thing and then do another or dont follow through. Most of the companies that work with them do not like too. They close a work order before it is finished. And there are always extra fees. The coverage is never as advertised. BUT...when its time to renew I received a call, a text message and an email every day. Which all basically said...your stuff is going to break, you know it is going to break so make sure to renew your warranty. THE WORST!

Terrible experience. We called out for the same service 3 times. First time, the tech did the job wrong (as documented by the second tech), 2nd tech did a different thing wrong and damaged my floor. ALL DOCUMENTED in my account with First American. I called for the 3rd time, they offered assistance, and I got a bunch of notifications of pending work, and then no contact for 4 weeks. I needed the toilet repaired, so I was forced to get a professional. I called for reimbursement, which every person saw my chain of issues, and was told a toilet was non-essential, and I would never get reimbursed. Period. 5 hours on the phone and no way I can be accommodated by this companies lack of sending the support I pay for.

Weird company. I bought their annual repair contract. I got water leakage in my bathroom so I called them. they forwarded that complaint to US Plumbing. The plumber came on Dec 22nd to my Channi Ct, Danville house to check water leakage in my toilet from the flush and he said I have to change the machine and we will do that in the next 1 or 2 days. Today is Jan 10th 2022 and they did not even call or come to fix that. I am calling them but nobody is picking the call. Very weird services so don't even call them for any plumbing services. Don't buy their Home Warranty Services as Its a fraud company.

If I could give them negative stars, I would. Under no circumstances and for no reason should you give these incompetent, dishonest, and borderline criminal fraudsters one cent of your hard earned money. I have been without a washing machine for almost 2 months now. Most recently, I was promised on 12/19 that the part needed to repair my machine would be mailed to me on the 22nd of December. I called FAHW this morning, from the laundromat, no less because I have not received the part. They told me that they would "locate" the part on January 6th. What does locate mean? I told them that was not acceptable. I was speaking to Paul. He put me on hold, and then disconnected the line. I called back, and got Armando. I told Armando that the 6th of January was ridiculous and I wanted a new washing machine. He said he didn't have the authority to give me one. I told him to calculate what amount I could get as a cash settlement. He put me on hold, ostensibly to run those numbers, and then he hung up on me. I called back, and was connected to a woman, who was obviously working from home. I could hear her dogs barking in the background. She offered me $95 as a cash settlement. I told her that was completely unacceptable. You cannot replace a washing machine for $95, when the service fee is $85. At this point, I told miss barking dogs to cancel my contract. Whatever you do, do NOT do business with First American Home Warranty.

I have First American Home Warranty (premium coverage). My furnace/heater stopped working last week and only blows cold air. I called to have it fixed. They assigned Kravets company. The guy came first and said there was no gas line and that I needed to contact the Gas Company to have installed. This was false because it previously worked without any problem. I again called FAHW to complain because I believe Kravets filed a false report in order to deny my claim. I requested a different company and they resent the same technician. This time, he said he was wrong and it was a circuit board of the furnace. FAHW called me today and said based on the report, they cannot cover it or repair it. I bought FAHW to exactly cover this kind of problem. I don't know what else they would cover then. Why would anyone buy a home warranty when they can even cover a simple problem like this? I saw their advertisement, "if we can fix, will replace it". Is this a case of false advertisement?

Until This year I had great experiences with this company. I feel sad that customer service has gone so far down the road that it isn't recognizable. I have had a claim for new dishwasher since May 2021. I finally received and they aren't able to get a tech out to install? It was delivered on 11/19 and I called the following Monday 11/22 to schedule installation. They assigned a company that had informed them 2 weeks prior that they weren't able to do any installations due to lack of installers. I called back and the lady was very helpful and called around trying to find someone and couldn't. She said that she was going to escalate it and to give it 24-48 hours for the other department to find someone. I called back on Wednesday and was told it had only been 24 hours since the request was made??? Apparently not submitted until Tuesday?? I gave the benefit of the doubt and waited until today 11/30. The person on the phone told me I never called in to let them know that we had received the dishwasher and then proceeded to try to find me an installer. Couldn't locate so started the 48 hours over again in escalation and when I asked to talk to someone that could actually do something I was given I can't lie to you and tell you they will do it sooner and my supervisor will tell you the same thing. There is no way to actually make a complaint at this company to get resolution. I have sent an email and am ready to contact my legalsheild attorney again. Waiting to see what the email from claim review results in. Someone needs to take responsibility for incompetency. First they order a dishwasher that can't be gotten and once I finally get one that can I have it sitting in my garage. I also asked for documentation or proof, email note online in the portal something to tell me this person did their job correctly and submitted the escalation. I was told I cold call back and have someone check his notes. So sit on hold again? I just want my dishwasher installed.

My last experience with them was horrible. The person in customer support was extremely rude and condescending. I am actively looking for a new service now. I have been with FAH for over 10 years and this last time was enough to look else where. I never leave bad reviews because I am a business owner and know that customers can be unrealistic at times. But if you pay for a service every month and when the time to use that service you don't want to wait 2 weeks to get service.

I wish I could give zero stars. They are HORRIBLE and very difficult to deal with. The time between requesting service and actually getting someone to your house is ridiculously long, even for emergencies. There are several hidden loop holes that end up requiring you to have to pay out of pocket (we have already paid over 1k out of pocket this month). STAY AWAY from them. They may claim to cover a lot, but that is provided that your emergency happens within business hours, and you can wait several days (sometimes weeks) for it to be addressed. Their practices are unethical. I was forced to pay for my own plumber when raw sewage was spewing out of my drains in my house because, oops.. the emergency wasn't during business hours after they FAILED to send someone the previous week when the request was made.

I am a Realtor who has recommended First American to all my clients for 30 years now and have bought 5 of their Home Warranty's myself since 2006. They were always great until NOW. I bought my most recent policy in May 2021. Today is October 6, 2021 and I had to contact them for service. I did so at 8:30 this morning. The gentleman PROMISED me a Contractor would call me with in 8 hours. No phone call. I then called back and was PROMISED AGAIN that someone would call me with in the next 4 hours. No phone call. I am stuck with this plumbing issue!! I now feel extremely guilty that I have recommended this Company to all my Client's which obviously has changed for the worse since I had to actually use one of my Contracts back in 2012 which at that time they sent someone out and fixed the problem on that home. I have bought 3 Contracts from this Company since the 2012 house but never had to call them with a problem. I will be calling them AGAIN tomorrow morning for a complete refund of my money and will NEVER recommend this Company again which is sad after 30 straight year's of recommending them. This is pure Malfeasance!

What disaster, not sure where to start but after trying to have my under sink instant hot water heater fixed for 6 months nothing was done. I believe the company is retaliating due to my negative reviews. The (second)contractor says they declined the repairs even though they were approved in the past by the first contractor that stated FAHW is extremely difficult to get them to do anything. I have exhausted myself spending countless hours trying to get the problem resolved. Written reviews on various sites etc. called and emailed to no avail. I will take this matter as far as it needs to go in order to get resolved. I am in the process of obtaining executive email addresses, filling a detailed and well-structured customer complaint with the Better Business Bureau. Hopefully FAHW can approve the contractors to fix my problem, this would be the simple solution. The other option would be to give me a full refund of $616.00 from my initial purchase made on March 24 2021 for a years warranty. I hope someone from FAHW contacts me. and I hope people read this before purchasing a policy. UPDATE 10/15/2021: I finally have it scheduled. This was after emailing the CEO and other top executives in the company (I got a reply and approval the next day:) Prior to that all my emails and messages were ignored. Hopefully the problem will be fixed however looking at the approval It looks like the leak is not included in the fix. There is lots of fine print on what is and is not covered. It only took 6 months.

Would like to give 0 star. Just note these 2 points before getting into contract with this company. 1. No email contact for contacting the company. so you cannot maintain any official record of your requests and escalation. 2. No escalation channel. Just one phone no. thats all. Work done through them will cost many times more than done without any warranty. I contacted first American for my garage door repair. It took them almost 2 months to get it fixed with 1.5 times the price i would have paid without the warranty. Even after that the issue is not resolved. Any they just closed the request based on contractors feedback. They work with fraud contracting companies, these companies just make money without and warranty/guarantee. The garage door repair guy told me he will give me only 2 months warranty on replaced parts. When i contacted the CC, she told me that she is escalating my request and that i should receive a phone call in next 2 days. No body called. Also my request was closed. I called them again on 3rd day, they had no record of any escalation. I am totally surprised such companies are able to exist in this country. Totally frustrated with this company. I even asked them to cancel my contract and refund the prorated money. But they don't do that as well.

I tried to use them this summer when my AC stopped working. They referred me to a contractor Cool Inc. They guy had over 20 bad reviews on Yelp. Not one good one. Most of them said they were referred to him by FAHW. I called FAHW back to get anyone else. They said that was the only contractor they had. Seriously? That's the best they can do. The guy came and looked at my AC. I didn't believe his diagnosis for one minute. He wanted to replace the whole thing. If found a local contractor who came and fixed the problem for $175.00. It works fine now. Thanks for nothing FAHW. I will not renew with you.

Had a garage door opener motor issue, which needs to replace new motor + a battery back-up sys per latest code. The garage door company did not separate the motor and backup battery sys. FAHM denied the full coverage due to max code upgrade allowance of $250, even though motor is fully covered. Even though I explained with FAHM and the garage door company is willing to break down the costs to separate the back-up battery sys, FAHM refused to valid the coverage to motor. They are seeking a buy-out quote or I pay anything beyond $250. Another thing is now they keep ignoring any request to talk to rep due to understaff. I called several times, all the sys say is ask you to use self-service sys, do not give you options/ignoring your voice request for rep. It took me hrs to get to speak to a rep, which is with bad attitude. very disappointed as a 3 year customer. I am planning to switch to other warranty companies.

The worst insurance company I have ever dealt with. Our dishwasher stopped working and insurance assigned service called Smart Choice. Smart Choice technician came 4 times and he had no idea (he even said he would lose his job if he tells he can't fix). We explained insurance and asked for another service. Insurance assigned Fox and technician figured out the problem but insurance decided to assign Smart Choice back. Smart Choice keeps cancelling request. Now insurance company keeps hanging up the phones. By the way, you can't send emails or submit any issues/complains through their website. They blocked all written communication ways so there is no proof left.

First American Home Warranty has the worst customer service that I have ever experienced. Sears technician came to my home to service a refrigerator. He told me that the refrigerator had a freon leak and that the evaporator needed replacement. He said that that the refrigerator was over 25 years old and he could not find a replacement evaporator and that no part is available for a unit this old. He informed me that Sears and First American Warranty were obligated to do an extensive search for the part. If it cannot be found (which was very likely), I would be informed and a replacement refrigerator with be forthcoming. After two weeks and over a dozen phone calls - First American service finally stated that they found the part; however, it was on backorder and no delivery date was stipulated. Unfortunately, the part they found was for an evaporator fan motor not an evaporator. The technician stated that the unit had a loss of freon due to the evaporator (the evaporator fan motor is different and has no freon). I tried to contact Sears, to have them correct this mistake with First American Warranty. Impossible! I received NO paperwork from the technician, have had direct communication, to contact sears and have been without a refrigerator for almost 3 weeks. I have spoken to approximately 10 customer service reps and 5 supervisors in the Claims Resolution Dept. - all to no avail.

I've attempted to utilize my warranty service 4x within the year I've had it, and on 3 of the occurrences, it was for the same exact issue. I had a plumbing issue and a contractor came out, I paid the fee, they "repaired" the issue, and the same issue occurred the next month. Since it was the same issue, I made another service request and advised no fee should be charged because the issue recurred within the prior repairs warranty. Delmar Plumbing came out, provided no invoice, was late on multiple occurrences, would schedule an appt and never show up, and there were often times where I had no idea what was next. First Am. and myself were unable to contact him on multiple circumstances. He would come up with erroneous costs, no proof and made claims to First Am. which resulted in them denying the claim. I never received notice of the denial and had to keep calling around to figure out when my plumbing issue would be fixed. I called 4/21/21 and was told it was denied and they read the denial letter to me. Based off what she read, I specifically explained where the claim should've still been covered under my warranty but Brittany with Support said she couldn't say anything more, it's already denied, then she transferred me to a line where no one answered. I decided to find my own contractor to fix the issue but inquired on if First Am. would reimburse me and instead, they advised they'd send someone else out to revisit the issue and determine at that point. I didn't even bother since their contractors are already highly questionable. First Am works with terrible contractors and they want you to use their contractors only. I verified with Support that my 2nd visit fee would be waived since it was the same issue that occurred the next month but still I received a bill. I figured this would be removed as advised and instead, I receive a collections notice from an outside agency. I attempted to request service for a different issue today but was told I couldn't until the prior fee was paid. How can a company outsource your fee to a Collections Agency then continue to try to receive payment from you directly? So if I pay First Am. money of which I was already not responsible for, the collections company would still harass me for payment since they weren't the ones to collect it as they were outsourced to do. I called 8/17/21 and spoke with Gloria who first said I had to pay Now in order to submit any requests. She then claimed it would be a deferred payment and I could submit a request after 2 hours. Later in the convo, she said her supervisor (whose name she claimed she didn't have) didn't approve a deferral. After requesting to escalate, she instantly claimed I would be able to submit a request within 1 hour. At that point, I wished her a good day and said I'll find someone else it fix my issue asap instead of playing games with a company that I no longer find reputable. I will never recommend this company to anyone.

5 weeks without a fridge for my family of 4. It has been "escalated" 6 times. We have been spending a fortune eating out. The 1st tech they sent wasn't even certified to work on the equipment. The 2nd never ordered parts. My wife calls every day. Now, with our kids returning to school, we bought a new fridge on our own and requested they reimburse us what it would cost to repair ours. They are deducting for service calls(that were useless and include an uncertified tech?!). BTW, our fridge now has black mold growing in it from so long without use. Beyond frustrating and inept. The service agents read from a script and the supervisors don't return calls. What a waste of time and money. Choose ANYONE else.

Service call for a freezer that I have had since 1998 in the garage. The tech came out and said all it needed was freon and I will get a call to schedule it. After three day I got no call. I call the company and they said the claim was denied. I contacted FAHW a d git an offshore avent. I requested that a manager call me back.That never happen. I requested twice and even sent in a request on line. I had to get another company to come out and said that the coil needed to be replace and that it would be better to get a new fdeezer. Now this company wants me to pay for xervice call when he gave me tbe wrong diagnosis. My freezer was garage ready.

I filed a claim when my water company advised I possibly have a leak due to the amount of water usage. The first contractor they sent said they did not have the equipment for leaks detection. The second contractor located a leak in the master bathroom but said they do not fix, only locate. They sent another contractor to fix the leak and they advised they cannot fix it because the prior contractor did not mark it. He came BACK out and tore out the bathtub and toilet and cut holes in the walls. Then another contractor was assigned to fix it and they called and said they could not… this claim was filed in April and it is now august which means I have been paying an extra $150-$200 per month in water bills due to this leak. Finally spoke with a rep that advised they would reimburse me for the repairs but I would have to hire my own contractor and pay out of pocket. I immediately got a quote to fix the leak in the wall between the toilet and bathtub. Now, the rep is claiming the leak is in the slab and the max they will pay is $500. The quote for the repairs is over $1600 and doesn’t even include the drywall repair. Not to mention, the leak is NOT a slab leak but a leak in the pipe in the wall.

I requested service for a 14 year old Hayward pool heater. The first contractor stated that the pool heater had chewed up wires from rodents and low gas pressure. My claim was denied. I had an authorized Hayward authorized dealer inspect the unit. The dealer confirmed that the pilot light was not working due to age and normal wear and tear. No signs of rodents, low gas pressure or chewed wires. I sent the report from the Hayward dealer to FAHW. They reopened the claim based on the report and the photos submitted. 2nd contractor (second opinion) does not follow the rules that FAHW puts in place on 3rd visit.. The first visit the contractor stars I had low gas pressure but did not mention anything wrong with heater. He said that everything looks good. Claim was denied for low gas pressure. I had an authorized gas dealer come out and inspect the gas and they noted no problems. I submitted the paperwork and FAHW reopened the service request. 2nd contractor comes out a second time and says the system has low gas pressure. Claim was denied. I open up a gas service request with FAHW. The gas contractor confirms no gas problem. FAHW reopens the claim and send the 2nd contractor back out a 3rd time. This time the contractor does not schedule an appointment and shows up at the house without confirming that an individual of the age of 18is at the house. The contractor takes photos of the pool heater . The contractor was not authorized to be on the property since a date and time was not scheduled. There is a concern that someone was outside the house and the family inside were not aware. Ring camera showed the individual on property for 6 minutes. I did not get to see what the pool company was doing to the unit while on-site. Next, I was told by FAHW that my replacement claim was denied due to the report and photos taken.

Just an awful warranty company that actually makes you feel helpless when in need. It was such a painful experience. I hope that at the least, this helps others by seeing the pain this company causes. Within my area, First American cycles between 2 pool companies for pool repairs whom have no business being around pools but are well trained to know exactly what voids FAH warranties. And if one was to review those companies reviews they would see similar issues like mine and similar claims like mine. For this particular issue - a crack in the main filter, the cause determined by their contractor was due to a dirty filter which he then told me would void the warranty. Mind you, this determination was made when he knocked on my front door and w/out seeing the equipment. He proceeded to prove to me that was the cause and then told me First American will void this but ill still submit. I did tell him i had a professional pool company that just cleaned the filter 3 months ago, which he told me they are lying to me. What followed was 3+ weeks of complete hell. I called the First American call center and submitted a complaint about this guy and his accusations that my filter is not clean and that this would void my warranty. I told FAH i have proof it has been cleaned and I will get outside vendors to come and diagnose also since its obvious it has to be replaced. -The outside contractors laughed at the idea one would consider this a dirty filter and they all determined it to be the life of the housing for the reason. Onee contractor flat out said its a scam if they think this filter caused that crack. Also note, I have a very well known pool service company that comes out weekly to maintain the pool and cleans the filter religiously every 6 months. And all of that proof was sent to FAH. Also, the findings of the other contractors were also sent with their estimates. I followed up daily either by their general claim review email (where they asked me to send all my emails) or the call center. My pool equipment has been off for 3+ weeks and the water was actually harmful to be in, my salt water had to have chlorine dumped to combat the equipment (My child is allergic to chlorine) and since that obviously didn't work since all the equipment is off, my pool service company + and an outside contractor said they cant do weekly service until i get the water treated and or drained and/or get this filter replaced today. So, i document that, beg them to respond or tell me what to do, even asking if its ok if i just purchase it and send it to my only lifeline at First American - the general email that ive never heard from and the call center. Hear nothing from email (5+ days) and call center give me the same 2 options: File a complaint (which would be the 3rd one and i know they aren't documenting them or escalate). However, this time based on the scenario they advised to not do any more damage to the pool so to handle that and then they would continue the escalation internally. So i had not other choice then to replace it. I got that done and emailed and called the sources again and told them. The next day I finally get a call (how convenient) but it was to tell me that my claim is denied b/c i replaced it myself it and that they had assigned another one of their contractors to make a 2nd diagnosis (3 weeks later they tell me this) but since i replaced it its all is void and she had the nerve to tell me that this completes your request. By the way, the 2nd contractor they were brining out is the same company currently working on my pool heater. When i say working on it - I mean they came out, super rude and unprofessional, scared my kids when they went straight into my backyard (when i requested they don't) - which they entered on the wrong side and proceeded to walk, across my large backyard through the kids playing and over to the other gate to the pool. They then blamed the pool heater not working was due to it not being cleaned (b/c of spiders in the pipes and it needed to be cleaned (and would not look at the errors it was throwing). Notice the cleaning trend. "I dare you to google first american home warranty pool repairs cleaning" and research the trend. B/c Ive dealt with this before, I had my pool company clean the heater, but this company said they have to clean it so they can be ensured its not that.. So they charged me $150 to clean it and then 2 days later the same issues were still going on. This was over 7 weeks ago. For the past 6+ weeks, they haven't been able to schedule to come back and take a look at it. Actually they called me once at 7am asking if they can be at my house at 9am and i was not in town but haven't heard back in 2 weeks. This is the company First american was lining up to be their 2nd opinion (which i'm sure would of taken weeks to come out based on the heater situation). At the end of the day, I paid for the filter (which should of clearly been under warranty and proven by 3 contractors) + now I am paying for treating the water b/c i waited those 5 days thinking FAH would respond, even though it had been 3 weeks going. Not sure what else I could of done, I had to replace it because it was becoming a health hazard and I gave every opportunity for this company to help, i contacted them daily, tried to be proactive and tell them the outlook just looking for the help they promised when i signed up for them. Never again will I make that mistake by choosing First American and I hope you don't either.

I am so upset with FAHW. We sold our home and called and spoke with Brenda on 3/16/21, Alfred on July 9th(to cancel) and it was not disclosed that we would be charged for any repairs that FIRST AMERICAN PAID OUT...ridiculous. We wanted to transfer the home warranty to our new home in Lufkin, TX, but FAHW does not offer services in our area...NOT OUR FAULT. The new home owners did not want home warranty services, also not our fault. We knew of the $50 cancellation fee, but in our conversations with Brenda and Alfred, no mention was made about the deduction from our refund for what Fst American paid out....we are being penalized an additional $200 because we sold our home and they do not offer services where we currently live. If you are reading this post----look elsewhere for home warranty services. Better yet...hire a local handyman and support a local business. Shame, shame on FAHW.

My AC was broken for 6 weeks in over 100 degree weather. I caught the contractor and warranty company in lies. I finally gave up called a local company and paid out of pocket. They had it fixed in an hour. I paid $55 a month for the warranty a $75 deductible. Had to buy a $400 AC for my bedroom so I could sleep. Had to eat out every day because it was to hot to cook. My electric bill went up because the little AC ran 24/7 trying to keep my bedroom cool. I basically lived in my bedroom for the 6 weeks. So in the end I could pay $675 to fix the AC myself. The only good thing is the local rep is helping me get reimbursed for some of the money I had to pay out.

I had issues arise with both my refrigerator and dryer after purchasing a new home and in both cases the technician failed to contact me or show up to at least one of the appointments I scheduled. First American made no effort to assist me in working through these scheduling challenges and did not treat this issue with any degree of concern or priority. As a company that operates as a middle-man between a consumer and a service technician, I find this to be completely unacceptable. Their role is to streamline this process but at every step in the process they only served to further waste my time (e.g. sitting on hold, talking to First American representatives who were either unwilling or unable to address my issues, etc) and to cause me more frustration. In retrospect, even though I had two repairs which would seem to have made this purchase a cost effective one for me, I regret purchasing a home warranty from First American on account of the hassle and frustration they introduced into my repairs. I will never purchase any service from them again and strongly recommend others steering clear of them.

I dont like anything about this company. With few exceptions this company actions are misleading on the border of fraudulent. My last 2 experiences were horrendous. Couple of months ago the washer started making grinding noises. We called the warranty. After paying $75 the serviceman told us without a through investigation that the center post is out of alignment because we are washing too many clothes. Hello ?? As of result they denied fixing the machine. Prior to this incident we called because the electricity at the 2nd floor was inadequate coming and going. The home insurance electrician came and said the reason the fuse is tripping is because we are using an outlet with and extension with multiple outlets. Because of this he said they will not fixed it because the problem is outside of the coverage. What ? What was plugged in there were tv screen and monitors. Mind you the panel is 200 amps. Subsequent to paying the $75 we called a professional troubleshooter from a very large electric company. He fixed the problem and told us that what the insurance company was telling us IS PURE "BOGUS". I also think our phone number and email is on their blacklist as I can't go through to them to place another claim. DO NOT INSURE WITH THIS COMPANY. I would love to give them some TV space so everybody can learn how bad this company is.

I have been out of AC almost a month now. They sent a company to my house that misreported the issue, saying my unit was missing components so it wasnt covered. I paid out of pocket for a 3rd party HVAC company (with a better reputation) and they said all the parts are there, and that the unit is very old and should be replaced. So I called FAHW back and they sent another company. The tech went on the roof for 10 minutes and the air started blowing cold. He said it was a "bad wire". The next day, the air went out again. The claim is reopened and I have to wait another week for one of their techs to come back. Its 115 degrees in Phoenix, AZ right now! Am I paranoid for thinking this company is doing everything they can to avoid replacing this unit?

We got a sellers insurance. One of our ACs is not working . We filed a service request on 6/13 and paid for it online but they didnt allocate a contractor. So we filed a second request on 6/15. Now they gave us a contractor. After waiting for another day for them to contact us, we called the contractor to get an appointment, earliest available date 6/19. No way to speak to anyone or even and email address to write to them. Waiting in the heat for someone to come. Will update how the appointment itself goes.

The online service call system will send you a technician who cannot work with your type of appliance. When you try to reach F Am to talk about it you'll have to overcome a voice mail system designed to send human beings into spirals of frustrated rage while deflecting all inquiries. Stay on the phone for an hour and you may reach a customer service person with no authority to help you. Keep trying. Eventually they may send someone who can actually fix your oven. It will not be worth the toll on your sanity from dealing with them.

I have had a policy with First American for at least 7 years now. For whatever reason, they have been miserable the previous 3 [of 7] years. I'll tell you about one incident in particular. In the beginning of March I filed a claim to have my upstairs (two-zone) air conditioner fixed because it was not blowing cold air. About a week later, the assigned company comes out and he inspected my A/C unit. The technician determined the relay switch needed to be replaced, but it had to be ordered. A few week later the technician comes back out and he changes the relay switch. However, the A/C still was not working. Therefore, the technician determined the compressor needed to be replaced. I got three (3) emails from First American regarding the replacement of the compressor after the technician made his recommendation to First American. The first email was April 1, and it indicated they were reviewing the contractor's notes. The other two emails came on April 5. One email authorized the repair and the second email said they [First American] ordered the compressor. I later came to find out, from the technician himself, that First American orders the parts, not the contractors. Per the technician, First American did not order a factory (original) part. It was a compressor that operator/sounded completely different [compared the the original compressor that broke and the original compressor on the downstairs unit]. As a matter of fact, the part they ordered was missing pieces and the technician had to leave the job site to purchase the parts he needed to complete the job. Between 2-3 weeks later, I called the assigned contractor because I had not heard from them, despite the First American email saying the compressor was ordered. However, I did not get an answer (there was a consistent pattern of the contractor never answering the phone, which resulted in he and I playing "telephone tag.") so I left a message. He called me later on the same day and scheduled an appointment for the next day. This is where it gets good. The technician came out and replaced the compressor, thus fixing my upstairs A/C unit. I actually think the technician.... and the technician alone... did a fantastic job. So, the job was finished and the technician came up to me and said he needed to collect $300. I thought he was joking, but he was serious. Apparently, First American was billing me $300 for out of pocket expenses that no one ever told me about.... ever. Not in an email, or in the work order, or a phone call, or any other form of communication. Per First American's FAQ section on their website, "...First American or the contractor will communicate this information and the associated costs." That never happened. I called the company and spoke to a supervisor about 5 minutes after the technician left. After being on hold for 20 minutes, I finally got her on the line. Per the supervisor, the only way I'd be able to get my $300 back was for them to send the contractor company back to my house and un-do all of the work they did. I said, "Fine, do that." That was a week ago and I still haven't heard anything from them. I just filed my complaint with the Better Business Bureau. If they can not help me to get my $300 back, then I have other avenues I intend to take.

Over a period of 3 years, we had filed 3 claims and it was like pulling teeth. It felt like they wanted to deny anything we submitted, though they ended paying for the 3 items. Their pricing is almost the best you can get (lowest) but you do get what you pay for.

I had a compressor go out on my refrigerator and requested service. They only had one contractor to that gave me a service date of 2 weeks off. I know how this company works from past experience with a AC. Took over a month to get it fixed. They actually had to replace it and YES charged me an extra $600 for the contractor. There was nothing in the fine print that allowed that. So not wanting to go without a refrigerator for 2 weeks plus the time for them to get a compressor and reschedule another appt, I called a local service company and paid them to fix the refrigerator. Fixed it the day I called. Useless warranty !

Horrible. I've been at my daughter-in-law's house helping with a newborn and her AC has been out far too long with no real attempt by First American Home Warranty to resolve the issue. This is her home warranty company and she lives in Phoenix where it's been over 90 degrees during every single day of this mess. She's had them out 4 times in the last year now for this same issue but it's never been fixed. She's paid their service fee each time yet there has been no resolution. In fact, we know now that the first couple times their techs simply flipped the breaker switch rather than addressing the issue that kept causing the breaker to flip. We also know now that the last tech who came out actually bypassed the main breaker which has now destroyed parts for the AC unit. The home warranty company just gives her the runaround and they have been without AC for nearly two weeks now in this weather with a newborn. On April 1, she called to talk with a supervisor but was told there were none available. On April 5, she was told that her claim was never elevated to a supervisor at all. On April 9, she was told again it was never elevated though she'd been on the phone with various supervisors all week long. She was told the parts still needed to be ordered and the contractor wasn't responding and various other asinine excuses while an infant, two other kids, and two dogs remain overheated day after day.... today is April 12 and there is still no AC.

This warranty company is incredibly difficult to deal with. They consistently assign poor contractors that cannot complete the repairs, but you are still charged the service fee for them coming out. They are slow to respond and make you jump through hoops to get anything repaired. When a third party contractor is needed and they actually approve it. They draw out reimbursing you forever!! I have spent way too many hours dealing with this terrible company. DO yourself a favor and just contact a professional to repair your appliance or whatever your issue and don't waste your money on this worthless warranty company.

I have been paying 59.50 month for approximately 5 years, in the event that I would be protected! So far I have only had a few small problems taken care of which I paid 75.00 for each call. I filed a claim a couple of years ago on my duct work which ended costing me 700.00 out of pocket. December 31st 2020 I filed a claim on our kitchen stove. The tech came out and said he had to order 2 parts for the stove. After many conversations with First American, I was promised about 3 weeks ago that they would replace it! They are still just talking and NOTHING IS BEING DONE! My wife and I are beyond livid! We've been without a stove for months now!!! I continue to get the run around ! They didnt want to replace my stove because of my manufacturers warrenty but im being told they cannot get the parts! My contract with First American Warranty reads repair or replace!!! They dont have to beg me to pay them every month but I certainly feel as though im begging them to hold up their end!!!!

Terrible company. Terrible customer service. They sent a used motor for our dishwasher. Even the contractor sent by them to install it, said it was used and they argued that it was not and wouldn’t buy a new one. Terrible customer service. A contractor came out for our pool heater and said the heater rusted out and needed to be replaced. I never heard another word from anyone for 3 weeks. I tried calling the contractor and they would never call me back. I logged into my account and it said the request was closed. After holding on the phone for an hour, they said the claim was denied because there wasn’t a gas regulator on the unit. We just bought the house and had the pool inspected when purchasing and there was no mention of this, plus the heater had worked for 3 months. They still denied the claim and would not give me a copy of the contractor’s report.

I have yet to have First American agree to cover anything of any consequence. I've had three service calls on my HVAC system, and even though I pay extra for the coverage (and in fact only maintained the overall coverage because the HVAC units are aging) each time the contractor assigned has spent more time trying to find a reason not to cover a repair or replacement than they have on the problem itself. A condensor leak was due to "environmental conditions" - I live by the ocean so I'm not sure how salt air is a surprising or exculsionary condition. After replacing the condensor out of my own pocket there was an issue with the heat pump coil - a completely different component that is located inside the house - and that is also not being covered. Previously I was refused service on a bidet which is integrated into our master bathroom toilet. I had to explain to the call center what a bidet was and how it was a component of the toilet. After multiple phone calls I finally gave up and had the unit serviced by a local contractor (and it turned out to be an issue with the toilet rather than the bidet component). Every service event ends up as an argument about coverage - clearly there is a powerful disincentive for a contractor to approve a replacement unit. First American's entire system seems to built upon the premise that nothing is ever actually covered under their policy - unless you can prove otherwise. In other words, if you are counting on your First American plan to cover any major item, don't. You are far better off to have a reputable local contractor deal with any issues. Their HOW plan is a frustrating waste of money.

I have been waiting two months to get my AC fixed ( Service Request #310584906). The contractor that was hired took 3 visits and over a month to figure out what was wrong. My requests to send a technician that was certified on my system were denied multiple times. Now First American has ordered the wrong part twice. During this process I have been hung up on/disconnected from their phone system multiple times. Additionally, ever service representative I speak with has a different story on what is going on. The service representative assigned my case won't return any of my phone calls or emails. Unbelievably bad service.

I like my warranty.Took care of appliances fast.Have had problems with plumbing FAHW cannot find a emergency plumber waited 2 weeks for them to tell me they did not have one in my area .WANTED me to find one then hire someone have FAHW look at bill then they might refund me minus service charge.Then wait 3 to 4 weeks to get paid.Did to do some advance work finding servicers.

What a terrible experience. It feels like they try to make you jump through so many hoops to frustrate you to the point that you don't even want to deal with them and just give up on their service (which is what I did). The furnace in the home we purchased went out. The sellers purchased a warranty through First American. We are in the colder months and they have dragged this out for so many weeks. The adults in the house can survive, but my two toddlers are always cold. They have zero sense of urgency, no empathy or desire to fix the issue. I always have to call them- they never respond through the messaging system and each time I call it is at least an hour wait on hold. They are a bureaucratic mess, with so many departments and approvals and steps. It has been 5 weeks since I opened my claim and I still have no solution. Also, the HVAC contractor they sent was unprofessional, slow and I had no confidence in them. They never answer their phone or respond to messages. I will never in a million years recommend First American.

This service is awful, and I do not recommend it to anyone. I have been waiting 5 days now for a service request to be fulfilled. They claim 24 hours but it’s not true, you don’t get what you pay for with them. After waiting approx 1 hour to get on the phone with someone, they proceed to go through a list of contractors to help with your problem. Well, my operator went through the whole list and said no one was answering or could help me. She proceeded to put me on hold for a reimbursement program where I would be reimbursed for hiring my own private person to help me. But when she put me on hold, she hung up the line. This company is awful, please look into other ones and save yourself the money and time!

I turned in a work order for my microwave oven about two and a half weeks ago. After waiting a week for an appointment for the service tech from Sears to fix it, he came said he could fix it but he wasn't going to because he didn't feel comfortable taking it down and putting it back up. He left without doing a thing. So I called 1st American again. They had a service tech come out almost a week later from another company. The new Tech said he could fix it and he didn't mind taking it down and putting it back up, but he would have to write a report and see if they would pay for the part it needs. So now 2 days later I called 1st American again to see if they authorized the part. Today is Tuesday. The customer service agent told me to call back Friday because it had to have time to go through the authorization process. This is ridiculous. Friday it will be almost 3 weeks since I first turned in the work order. And to add to this complaint. Every time I call I spend close to an hour holding on to talk to someone, then I get hung up on. I call back and hold another 30 minutes to talk to an agent. This has happened every singe time I call. So far I have had a terrible experience with First American. I do not recommend them.

It has now been another week with no activity. No replacement of parts. No repair. Voicemails and messages with no response. We are almost at 2 months with no heat, freezing temperatures, and an infant at home. The entire thing is a scam. They take your money, make you pay for the $75 service calls, then reject the repair, are unable to diagnose, or reroute you. They asked us to source our own contractor after a month of not being able to get one out. Then they rejected reimbursement, even though they had previously provided an e-mail authorizing reimbursement. We have spent hours on the phone, complained to the BBB (of which they have a B rating and 2.98 review rating) We are out hundreds of dollars, in addition to the cost of service calls, and still have no resolution. Meanwhile they fail to respond or take action, regardless of the impact to our safety and living condition, and they "can't verify the repair is needed" even they can't get it to work, and their contractor is admittedly unable to diagnose the issue.