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First American Home Warranty

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2,923 User Reviews

7.4

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Emy Fischer Oxford, MS

I called in a claim with First American Home Warranty when we stopped getting hot water out of our tankless water heater. I let them know we were getting power to our hot water heater but no power to the control panel and we had no way to get hot water. 2 day later we have finally gotten the contractor they sent (a plumber) but we don't need a plumber since it's an electrical issue (I assumed the representative on the phone would have sent me the correct type of contractor) so now we have to wait for the plumber to submit his report to them before they'll send out an electrician so it will probably be a couple more days of no hot water before we see someone, and if they need to order parts even longer until we have hot water again. I called to see if I could get things moving along faster given that we are without hot water all of this time, and was left no better off than when I called, unable to talk with a supervisor when I asked for one, and asked why this got classified as a plumbing issue when it's an electrical issue like it was my fault (I did not input the claim, I assumed the representative on the phone knew how to do his job). I would never recommend this home warranty to anyone. So far they have been horrible to deal with.

2 years ago

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alletip4 Tulsa, OK

I wish I could give this company zero stars. The fridge that came with the house broke three weeks after we moved in. They reacted quickly at first to get a repair man out who gave an incorrect diagnosis of the problem (he said a thunderstorm caused the fridge compressor to fail, but there were no storms in our area). The company was very hostile in emails when we debated the report (which was never sent to us), and said it was our fault for not properly maintaining the fridge.... that we've owned for three weeks. About two weeks later we finally get another repairman out to correctly diagnose the fridge issue, only for this company to halt all progress again because we moved the fridge to the garage. I'm 6 months pregnant and on a very strict diet that requires a fridge - which is a point I clarified several times to no avail. This is a major scam with terrible customer service. Avoid at all costs!!

2 years ago

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Lori Cartersville, GA

If I could give them no stars I would. I live in Atlanta and have had no A/C for almost two weeks during a record breaking heat wave. I called First American the first day the A/C stop working and flooded my basement. They assigned me a contractor that took three days to call me. I tried to call them in that time frame but could not get a hold of them. We set up a appointment for them to come look at my A/C unit between 8-10AM needless to say they finally got to my house at 1:30-2 was there for 15min said I was only low in Freon (4lbs) and it was fixed which I said I do not believe that is the only thing wrong if it needed 4lbs of Freon plus why did my basement flood. He said "that is all he was authorized to do that he work for First American and would have to get with them" But he never even looked to see what was really wrong. Needless to say A/C worked for three hours then was blowing warm air and basement was flooded again. I tried to call the serviceman but he would not answer or return my phone calls. I called First American and they said they had to wait to get the report from them and they had 48 hours. Well that was Friday of Memorial Day Weekend so needless to say they would not do anything until Tuesday which they still would not get me a new contractor they said they had to send it to the contract relations and they would try to reach the 1st contractor and the contractor had 24 hours to respond. Well that time limit should have been up when I called the next day but they said they still had a few hours so I waited and called back now over 2 day since that 24 hour time frame and they are still telling me they are waiting to get the report from the contractor and nobody can do anything for me until contract relations says they can not give me a number for that department because they do not take phone calls. I ask to talk with the manager of customer service department and they are not working that day. So now it has been 10 day with out our A/C unit working in 90+ degree heat and nothing is being done. You get the run around and lied to when you call. there is no one to talk to get a resolution. This is a awful company do not use. I am making sure everyone I know in real estate knows not to let their clients get this home warranty.

2 years ago

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M.B

Worst.1st thing to keep in mind: F.A Does Not cover roofs and all other companies do. Secondly, cash out values on appliances are less than half of what an appliance actually cost (ex: a double wall oven cash out value is $1300 , the actual cost of the appliance is over $2500 not including install/disposable/delivery fees. Therefore, you are left with no choice but to accept the replacement appliance. However, they will not tell you it takes months to receive the replace appliances since Most all of them are on “backorder”. And they won’t tell you the item is on back order until the day after it was suppose to be delivered. I took off of work on 3 separate occasions over the last two months and I still don’t have an oven. The fact that they disguise their corporate office phone numbers should be a red flag that this company does not care about its customers. Two months later I still don’t have an oven and I missed days from work I could have worked those days and purchased my own oven. First American does not care about you at all 0%. Run fast! Google a corporate number and your lucky if you get a customer service agents who actually resides in the U.S.....enough said go to Allstate and stay away from this company.

2 years ago

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Jessie Oklahoma City, OK

I have had a home warranty with First American for almost 3 years now. I have only had to use them 2 times previous to this service request I am dealing with now. Their website claims 24/7 phone support and that is definitely not true. I tried calling in multiple times and could never get anyone on the phone on a Saturday or Sunday. They have let me go 4 days without AC in 85 degree weather when I have an infant who can barely sleep it's so hot. I got an appointment confirmed with the contractor who has been very helpful. He calls me a few hours later letting me know that someone from the warranty department called him to let him know I cancelled my appointment and the credit card payment which is not true. He even let them know that he spoke to me and I still needed service and they told him to not come to my house. This should be a painless process considering the amount of money that I've paid them. I just spoke with customer service and they let me know that there was some processing issues with the contractors online portal and now he doesn't have time to come out and fix my AC until tomorrow after I was promised 1-3 today. I will not be renewing my services or ever using them again.

2 years ago

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Rhonda McIntyre Mebane, NC

My experience with First American Home Warranty has been simply dreadful. I filed a claim with First American. I was told to allow 48hrs for the contractor to contact me for scheduling an appointment. After waiting the allotted 48hrs, I contacted the contractor directly. They proceeded to tell me that they were not handling any calls for the next or so and that they had informed First American of such. I proceeded to contact First American to let them know their contractor was not going to assess my claim for better than a week. They proceeded to dispatch another contractor who, come to find out, was only going to take 6 days to come assess my problem (no a/c in house). When contractor arrives, they take the thermostat off the wall and put it back on; that which I had already done numerous times. When the contractor puts the thermostat back on the wall, the unit fires up. Oh, look - no problem..... ie. nothing was really done to fix the problem - yet all is working so nothing needs replaced. A week later, guess what isn't working. You got it. My a/c unit. At this point, I want my thermostat replaced. First American will not authorize its replacement as it was working when the contractor left. The unit continues to come on and go off. First American will not recognize this as a problem as long as the thermostat works as the contractor walks out the door. This is not acceptable. Don't get caught up thinking this is a great company. What makes them great when contractors see there is a problem yet their hands are tied in regards to addressing it.

2 years ago

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Reply from First American Home Warranty

Hello Rhonda, We would like to apologize for any inconvenience you may have experienced during the handling of your claim. Our records indicate your air conditioning unit has been repaired and is working properly. Thank you

Jul. 1st, 2019

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Sabrina Williams-Livingston Bakersfield, CA

This company is a complete ripoff. They cover everything but what is needed fo fix your problem. Their contract fixes everything that isn't a major component of the problem like the electrical box. When I bought the warranty, I was told that it was covered. When I needed to get the meter jaws repaired I was told that wasn't covered but it's part of the electrical box. So I had to pay them $75 to come out and tell me that it wasn't covered and how much it would cost to fix. So I had to pay $635 to have my electrical box fixed. If I'm already paying out my pocket because my claims are never covered then I don't need you. I'm paying an extra $75 on top of what I'm paying to repair what's broken. They make their money on charging us for the things they don't cover, the major things that make the item work isn't covered. This is a bad company to have your warranty through. They don't fix anything even though you have the premier package. That package is suppose to cover everything but it doesn't. That word premiere is only a way to get more money out of you. It doesn't mean swat and nothing. If you have money to throw away, then by all means choose this company cause that's all you will be doing .

2 years ago

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Colin Frederick, MD

The absolute worst. I am currently going through a claim with First American for a broken dishwasher. They sent out a contractor 2 days after the initial call, the contractor reviewed the dishwasher and said it was the control board. I then waited 1 week for the parts to come in and an additional day for the contractor to come out and install the parts. The technician arrived and said it was definitely not the control board and he wasn't sure why they ordered those parts. He thinks it's an issue with the motor, but he will not pull the dishwasher out to check since he doesn't want to risk damaging the floor or the counter! I call First American to see how they want to handle this and they take the position that it is my responsibility to remove the dishwasher since the Limits of Liability state "Company is not responsible for...gaining or closing access to Items". I try to direct them to the First Class Upgrade I purchased through them which states "Company will pay costs related to...the removal of an appliance, system or component when Company is replacing a covered appliance, system or component". Since the dishwasher is not running, obviously they will need to replace an appliance, system or component. Their position is they cannot gain access, which is idiotic since the technician has already worked on the dishwasher!!! I'll be taking my business elsewhere.

2 years ago

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Jonita Moore, SC

They will try to do everything possible to remedy your problem. Always fast to help you. Always friendly. A really good home warranty company. I highly recommend them.

2 years ago

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Reply from First American Home Warranty

Thank you Jonita for your review.

May. 31st, 2019

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Andrea Fairfax, VA

Avoid this chaos. When all is said and done, you end up spending the same or much less for your repairs and most probably with less heartache. My home is in Atlanta, not your usually high-end contractor location. Yet, i was paying $62/month for comprehensive coverage with add-ons. The basic coverage is beyond not worth it as there are so many coverage exceptions. Gather up info on a good plumber, electrician, and handyman. These three will cover most if not all of what FA will do for you. My story... I couldn't make this up if I could. A comedy of errors. The Three Stooges and Homer Simpson would have resolved this faster. FA contractors are useless and lazy. FA takes your monthly fee,.. then watch your blood pressure when you actually have to deal with them to resolve a claim. My dishwasher went bad. They sent a repair contractor who said it was not repairable. FA agreed to replace it. However, I had to first confirm that the dimensions of the one they were to install would fit. Hmmm.. they send out a repair specialist yet they ask me to confirm the dimensions?? Its like the dentist telling me to confirm the dimensions of a crown they need to install. After four weeks of back and forth because I have a tenant living in the house and I am trying to compare dimensions of the old dishwasher vs new one they will order, an installer brings the new dishwasher but won't install it because he says that "piping under the sink is too fragile", Out comes a plumber. The plumber takes a look and says "everthing is fine under the sink! that installer doesn't know what he's doing". Next day, another installer comes out, looks under the sink and says "one of the valves need replacing. you need a plumber". He leaves. All this time, does FA call me with details and updates ?? No! I am calling them and updating their client support on what's going on because they can't react unless an email is sent to the contractor or 'assigned claim specialist' , or a report from their contractors is received. No one there seems to know how to use a telephone anymore to contact their contractors to find out and speed this process up. They act like the client or the tenant has nothing better to do but to wait another day/week to hear back from them with an update and send Homer back out again to (try) to do the job. Now they are telling me the new dishwasher (remember the one they recommended and had me confirm dimensions because they were not responsible for them? ) needs a longer hose and a newer valve underneath the sink... and that FA wont cover that. After a month of back and forth, four contractors out to my house, myself and my tenant jumping through hoops, let alone that I have been a client of FA for six years, have barely used them, and have two homes with them... I realized i'm the idiot for staying with them this long. So avoid this chaos. When all is said and done, you end up spending the same or less for your repairs and most probably with less heartache. I should add my home is in Atlanta, not your usually high-end contractor location. Yet, i was paying $62/month for comprehensive coverage with add-ons. The basic coverage is beyond not worth it as there are so many coverage exceptions. So I still have to pay out of pocket for a plumber to update the dishwasher connection and then have FA install the dishwasher.

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer directly requesting for additional information in order to review her complaint.

May. 28th, 2019

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David Grants Pass, OR

Had issue with heat pump dead of winter they sent people out they went over had to buy parts and order ok.. 75 service fee..then the parts came in.. another 75 service fee. Problem still not fixed so sent again 75 fee. Decided finally needed new heat pump, service company was doing what first american process wanted. He said replace in first place.. so had to wait for that and another 75 fee..now 4 months later they say I didn't pay one of the many service fees of 75.. well one times should been enough due to same issue all times.. and it took 3 months to fix causing my electric bill to be 1000 month to try and stay from freezing in 10 to 20 degree weather..

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer requesting for additional information.

May. 23rd, 2019

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Hillary Warren Sacramento, CA

DISHONEST COMPANY - AVOID. The reviews on this site speak for themselves. Absolutely do not give this company your business. They have the worst customer service and are fundamentally dishonest with their customers. I had a microwave break. I spent a long time on the phone with the claims representative because a countertop microwave is not covered, but a built-in microwave is. They told me it would be $75 to have a serviceman come to inspect the microwave. I told them that I did not want to pay the $75 only for them to tell me it was a non-covered countertop microwave. Therefore, I spent a significant amount of time on the phone with the representative to determine whether my microwave was built-in or countertop. We went through the various factors. I explicitly stated my concern that I would pay $75 for the serviceman to come and then they would say it was countertop. The representative told me it was a built-in microwave (it is, in fact, built into our wall). I agree to have a serviceman come to it. He spends an hour or so working on the microwave (I stayed home from work to be there). He tells me that he needs to order parts in order to fix it and that First American will determine whether it wants the parts ordered and the microwaved fixed or whether it wants to just replace the microwave. I then call back to check on the claim and am told that the claim was closed because it was a countertop microwave and is not covered. I am then billed $75 for the serviceman's visit. I call back numerous times to dispute this, I spent HOURS on the phone, and everyone is rude and gives me different information. I am told to write to complain to a different address by each person I ask the address from. Some representatives I talk to tell me that it is a company policy that representatives may not give out their names. Other representatives give me their first and last name and the names of others I talk to. A representative tells me they only have a record of one call I made, when I have made numerous calls and have talked to numerous people, including a supervisor, which leads me to believe that First American does not keep record of all their customers' calls, an incredibly dishonest business practice. Most importantly, one representative told me I would not have to pay the $75 -- that it would be waived. When I continued to receive invoices, I called and was told there was no record of that and I would have to pay $75 dollars. This company is dishonest. They do not care about customer service. It was an enormous mistake to purchase home insurance from them. I will be writing a complaint to each address I was given until my situation is remedied. I will be including my state bar attorney number and the name of each person I dealt with and the times.

2 years ago

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Reply from First American Home Warranty

We have reached out the consumer directly requesting for additional information.

May. 23rd, 2019

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Christi Stratford, NJ

This place is absolutely terrible!! My basement flooded and they couldn't find a contractor for four days! I had to call them every day to find out when someone was coming out. I had no idea where the leak was coming from, but was told I needed to give them an idea so they could send someone out. I advised them the water heater was my guess. Four days past, I called them and told them I think it's something else and they told me they had to cancel the work order and start over. I told them I do not have the experience to diagnosis the issue and that is why I needed someone. It took so long I had to pay for my own contractor to come out, as I could no longer wait and play this game as my basement continued to flood. This home warranty company is a rip off and a complete joke! I called someone near me, they came out within 2 hours, diagnosised and fixed the problem. Cost me a ton of money, but I can't go without water and a flooded basement for days.

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer directly and requested for additional information.

May. 23rd, 2019

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Laura Hooper Alamo, CA

Do Not Use. Completely lied about the different services they covered. They never could find a contractor in my area to send out regarding a refrigerator I had that stopped working. The customer service number is a black hole. They continue to transfer your call until it culminates in no one answering. It just rings and rings and rings. The joke is on you as you cannot even leave a message. Trying to leave a paper trail is even more difficult. To top it off they have a highly fraudulent contract renewal practice. They send you a letter stating that if you DO NOT call them your contract will expire but after seeing the charges on your credit card and calling the 800 number they state that their practice is actually the exact opposite. They are not willing to refund anything because apparently you only have 30 days. That my friends is fraud.

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer requesting for additional information.

May. 20th, 2019

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Jamie Decatur, GA

We had a terrible experience with First American Home Warranty. We initiated a service request on May 16, 2018 because our AC was not working. It was incredibly hot in our house as we live in Atlanta so we needed it fixed promptly. The issue was that water was collecting in our emergency pan and then shutting off the AC to prevent flooding, but we didn't know the actual source of the problem. The first contractor assigned to us never responded to our calls, and he didn't respond to First American's calls either. We are not sure to this day if this contractor exists. We called First American again and asked if we could hire our own local person and get reimbursed because we live in Atlanta and have a baby who was struggling to sleep in the heat and this was becoming an urgent problem with no AC. First American said "no you have to go through one of our contractors." So we thought, okay but please take care of it ASAP. We had to go to Home Depot and buy our own siphoning equipment to keep our air running in the mean time. The second contractor they assigned was shockingly incompetent. He told us a pipe was clogged (not correct), said "did you hear that?" (no we didn't hear anything) "I unclogged the pipe!" (it's not clogged), used a Panera cup (yes, this was his professional equipment) to dump water out of our attic because he didn't even have basic siphoning tubing, broke our light bulb in the attic and left the stem of the light bulb in with shards of glass sticking out and didn't fix it (we couldn't just pull it out), and left our house saying he fixed the problem. Of course, he hadn't fixed the problem at all. If anything he had made it worse. So we called First American again and asked for another contractor. They said they could only do that after talking with Contractor #2 and seeing the report he submitted (which per them is supposed to be submitted within 48 hours). Then, surprise surprise, they couldn't reach him and a week later he still hadn't submitted his report (it's unclear whether he ever did). It took them a week to finally say okay we'll assign you someone else. By this time you'd think they would just agree to reimburse us to have someone trustworthy fix it, but they refused. Their customer service agents (including supervisors) were robots, always saying "I understand ma'am but there is nothing we can do. You must use our contractors because we have contractors who can fix the problem." This was a very frustrating assertion when they clearly DON'T have contractors who can fix the problem. They "escalated" our claim and assigned us a personal representative who never called us back when she was supposed to and never followed up. But, they did finally assign us a third contractor. So, our third contractor came out. He was a little better, at least we thought at first. He at least didn't use any paper Panera cups. He said he had to order a part. A couple weeks later we had to follow up because we hadn't heard anything. (In the meantime, keep in mind we are daily siphoning water ourselves from our attic to keep our AC running.) Finally Contractor #3 gets back to us and says okay we'll come Saturday between 1pm and 5pm but oh by the way, we had to order two of these parts (wrong- once we PAID someone competent we learned this wasn't even correct) and that will be an extra $85 that's not covered by the warranty. How is it not covered by a warranty that cost $600 for the year?? Regardless, we end up sitting at home on Saturday, waiting for this guy to come. We get a call right before 5 saying his truck broke down but he will "try" to call us Monday to reschedule. We haven't heard from him since. So ultimately we decided that we would rather pay our own person than have one of these joker warranty contractors come out and probably just mess up our AC even more or take months to even deal with it. I guess this is a victory for First American Home Warranty because they got their $600 and we still had to pay for our AC to be fixed. We hired someone great on our own on June 25 meaning we had waited for this terrible warranty company for almost six weeks before we gave up. He fixed the problem in two days and didn't have to order those "extra parts." The most ridiculous part is, we then get a voicemail from First American saying, "We are so glad your AC has been fixed by our contractor. We are sorry you had to pay the extra $85. Now your case is closed. Thank you for choosing First American Home Warranty." Their contractor never even came back to our house! How did they think this is what happened, and did this guy get paid for not even coming to our home? There are so many scams going on here I don't even know who's scamming who! The bottom line is- this has been an absolutely horrible experience and I can safely say this is probably the worst company I've ever had to deal with. They recently called us asking if we wanted to renew- and that was the easiest decision I ever made.

2 years ago

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Reply from First American Home Warranty

We have directly reached out to the consumer requesting for additional information.

May. 20th, 2019

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Dennis Solana Beach, CA

We have had an issue with our Air Conditioning Unit for 4 years in a row now. Each year First American sends out a Technician who refills the freon........they NEVER fixed the leak. This year the leak was too bad to just refill the freon. First American has taken over a month to try "fix" the problem. They then told us the correct part was no longer available (that is a lie) and that WE would have to pay to have the incorrect part modified (ridiculous!!) They have ordered the incorrect part 3 times now. The Local contractor who does the work for them has told us directly he can purchase the correct part locally in under 30 minutes.....the issue is First American doesn't want to pay what the part costs. Our home is in Tucson AZ, its friggin HOT. Today they finally mistakenly admitted they didn't want to pay the price to fix the AC unit with the correct part. They are trying to "buy us out" at a rate that would not come close to the expense of fixing the Unit. Our contract clearly states that they must "repair or replace" the unit.........they are attempting to do neither. They are non responsive and rude when we call. They don't return phone calls or send emails when they say they will. We are planning to sue them in small claims court if they don't honor the contract. I am also going to dedicate hours of my time writing bad reviews about them any place I can find. DO NOT USE THIS COMPANY!!

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer directly awaiting additional information to review the claim.

May. 16th, 2019

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btilly Houston, TX

We had First American Home Warranty with our home purchase. Our A/C was out for three days while we kept waiting for them to fix it. Their A/C guy added freon to it since it was very low due to a leak. Did he fix the leak? No, because First American would not let him. Then our A/C stopped working again and the one guy they assigned it to fix (same person as before) was busy so we had to wait several day and it was 98 degrees in our house with high humidity. The repairman didn't put in our request until after close of business (6 hours later than when he visited us.) The repairman offered to fix it for $5,500 on the side. We were worried about the wood warping in our house and mold and couldn't wait over the weekend since it had already been 5 days. So we called three others A/C repairman to get quotes and paid out of pocket. It was finished within 36 hours at around $3,200. First American reimbursed us only $200. We did not renew. If you do not want cheap fixes to your house (one of your biggest investments), go elsewhere!!

2 years ago

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Reply from First American Home Warranty

We have reached out the consumer directly awaiting additional information.

May. 16th, 2019

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FAHW sucks Toledo, OH

Yes. It's a scam. They have an "out" with every claim. They can find a reason to deny any claim even legit claims. The junior Compliance Administrator, Jazmin H, that I dealt with even brags on her LinkedIn page, "Recognized for reducing company debt by winning and settling lawsuits". They stall. They are pleasant in an attempt to just keep the "wheel in motion" and accomplish nothing in hopes that you'll just go away. The half-wit contractors that work FAHW behalf are just as shady. I had a contractor tell me the only reason he does business with FAHW is they guaranteed him 2000 calls a year at $75 a call. That's $150,000 in just house calls, not in repairs!

2 years ago

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David Brill San Clemente, CA

I can't believe how bad these guys are. Been without hot water for 5 days....now we find out that the plumber that is coming out isn't even going to bring a new one....just complete a diagnostic so one can be ordered. The bottom is rusted out and water is leaking all over the place. They won't cover the damage. Even though I have been asking FIrst American online...and the contractor...today is the first day that I am told that they won't even be replacing the water heater for another 5-10 days. The customer service rep on the phone had the balls to tell me that we should heat water on the stove for a family of four...for showers. Worst company that I have ever dealt with. Should have the option of giving zero stars.

2 years ago

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Reply from First American Home Warranty

We have reached out the consumer directly requesting for more information.

May. 10th, 2019

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Laura L Port Saint Lucie, FL

First American is awful! We have been customers since 2011-we have made a fee small claims for fridge, garage springs, water heater-however we have made several claims for our A/C and each time they send out crappy contractors with bad reviews and they never try to diagnose the problem. We were told we have a leak-but 2 companies didn’t even try to diagnose where it was or try to fix anything. However when I paid out of my own pocket for an A/C tune up they guy told me you need a nee unit this is 16 yrs old and to stop replacing parts bc it is not worth it and will only give you problems. Then they send another company out and the guy replaces the compacitor and added more freon from a month and a half prior to when freon was already added-so that tells you there is a leak. When i had the company that did the tune up come back out the compacitor never needed to be changed and he explained to me why we were having trouble with the A/C not cooling. So after 2 contractors and a total of a year and a half of service calls of $75 a pop and poor attitudes from First American as well as the contractors it’s still not fixed. We have now went with the company that did the tune up and are getting a nee unit installed and have requested cancellation with First American-and go figure have not rcvd a call back like said in the 24 hour timeframe-just like we never rcvd a callback in the timeframe promised regarding our A/C unit claim for a nee one. And First American is stuck on cleaning the A/C coils that are 16 yrs old bc one of the dumb contractors was picking at straws after replacing parts that were not needed and now oh the coils need to be cleaned. So they expected me to pay $425 for 16 year old coils to be cleaned so the idiot could damage them more and then have a bigger problem! I don’t think so. I will NEVER tell anyone to go with First American-their customer service people are beyond rude and do not care about you or your claims. And to make it worse we live in Florida and have had A/C issues all this time. Definitely not worth the $$ you pay for their warranty! And your lucky to get an American person when you call them-and you can never be transferred to a supervisor! They are the worst!

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer directly for additional information.

May. 10th, 2019

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Alex Los Angeles, CA

Having a policy with this company is like taking hundreds of dollars and lighting it on fire. It's a total scam. They cover almost nothing and when they do they payout a fraction of the cost and contract with low rated, unlicensed, unreliable providers. We recently needed to have our water heater replaced and after a week of jumping through hoops the plumber they assigned to us was a no-show. When I spoke to the plumber he was belligerent and combative. Then I reached out to FA and they told us there was nothing they could do, they couldn't assign us another contractor. We could take a minimal payout and then pay someone to do the work ourselves. Oh and did I mention we had to pay a $75 fee JUST to file the claim?? This is a terrible, useless service, take the money and put it in an interest-bearing savings account

2 years ago

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Cindy Panama City Beach, FL

This company is dishonest. This company takes your money and then creates reasons to not be responsible for your repairs. If you do get repair people, usually they are second rate and care more about First American Home Warranty’s bottom line at the expense of all of us customers. I finally had enough and tried to cancel both my properties. I was told to do it by email no live customer service to talk to. I received an auto response then nothing. I tried to call the next day to have cancellation confirmed and was hung up on. I wrote a second email and cancelled my automatic drafts, wrote negative review for Better Business Bureau. I tried calling again and was told they will take 30 more days to cancel my policies. I wrote two more negative reviews then was called and a real live person tried to argue their position as if I was wrong for canceling. Unbelievable !!! Beware. Stay away from this crooked and greedy company!!

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer directly requesting for more information.

May. 10th, 2019

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Laura Wirtz, VA

My experience with First American home warranty has been awful. It is complete frustration. Our air conditioner has not worked properly for one and a half years. It is leaking in the coil of the unit but the company they’ve selected to cover my area will not do a test to determine the leak. We of course have paid for the leak test with another (reputable) company on our own along with over $600 worth of Freon. It takes the technician over two weeks to come for an appointment when I call. It’s disgraceful. I will never use their service again. I will tell anyone who is interested about my experience and certainly discourage anyone from getting their service.

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer directly requesting additional information.

May. 6th, 2019

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Luke Missoula, MT

Absolute garbage, we received a home warranty after buying a house. It is terrible customer service. They make you break down the quote from our plumber down to individual ball valves. They were also not going to pay for the removal of our water heater. I could understand a electric oven but a gas water heater where you have to disconnect gas lines. There was one person who was helping with our claim after a few days working with her she disappeared. We had her direct phone line and she said she would call no later than the next day and heard nothing for days so we had to start over and have since talked to 6 different people

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer directly, awaiting their response.

May. 6th, 2019

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Tyler George Lubbock, TX

DONT WASTE YOUR TIME OR MONEY ON THIS TERRIBLE COMPANY. My air conditioner has been out for 3 weeks now. They sent a technician out and he said it needs a new coil. That I would have to spend 1200$ out of pocket to bring it up to code. I asked First American what they would pay for the repair so I can decide whether to replace the entire unit or not. They said they would call me back with a number. Never heard back. I have now called 5 times in the past two weeks. Every time I am told they will call me back with a number. They still have not done so. I am on hold with them right now (30 minutes) as they still are trying to figure out what they will cover. This is by far the worst customer service experience I have ever had and to make matters worse I am without an air conditioner in the middle of Spring in Texas.

2 years ago

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Reply from First American Home Warranty

We have reached out the consumer directly and awaiting additional information.

Apr. 29th, 2019

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Chad Westerville, OH

I would recommend not using this company. As usual, they will do anything in their power not to fix the issue or pay for anything. I had to submit multiple claims for the same problem. They contractor they "vetted" came out twice and was unable to diagnose or fix my issue. I had to spend time and money to try and fix the issue myself, but was unable to do so, so had to try and contact them again. They assigned the same contractor who wasn't able to fix the issue. When I asked to switch contractors, they said they couldn't do that. Essentially, they have wasted my time and money, a completely useless organization.

2 years ago

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Reply from First American Home Warranty

We have responded to the consumer directly requesting for additional information.

Apr. 26th, 2019

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HF Chattanooga, TN

DO NOT waste your money on one of these home warranties! I am a real estate professional and have sent them a lot of customers in the past. I got a home warranty for myself on my home, and after being in the home discovered a major plumbing backflow problem. I had a professional plumber take a look at it to explain to me exactly what the problem was. He told me to call my home warranty company to do the job since it was covered. They sent out a very unprofessional plumber who ignored my requests when I tried to explain the issue to her. She did not complete the job and stated she would not charge me. However, about a month later I received a bill in the mail for a $75 service charge. On top of that, the problem worsened, and I now have sewage backing up into my sink. I called First American assuming they would be more helpful with the situation and at least remove the $75 service fee from my account, especially considering the worsened problem is going to cost me $1,000+ at this point. Their customer service representatives were very rude and kept interrupting me as I was trying to explain the story. They had no interest in helping whatsoever. They would rather make their $75 than keep customers satisfaction a priority.

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer directly requesting for additional information.

Apr. 26th, 2019

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JamesFam Raleigh, NC

My water heater required replacement and I requested service from First American. They sent out a technician who confirmed the water heater was indeed in need of replacement, but then the technician stated I needed to pay an additional $600 for items for code modifications not covered by the warranty. However, all of the items that were "not covered" already existed on the failed water heater. So how are these code modifications!!?? Trying to explain this to First American was like watching grass grow...they are not qualified to speak to customers on technical issues and continue to repeat what they were told to say from the manual. Left with no options, we took the pay out, which barely covered the costs of a replacement water heater. What's more disappointing, I was told that if I had purchased the next level of insurance coverage, FA could cover a portion of the additional charges! Strongly suggested to not purchase home warranty from this company. They do not believe in customer service and you will be extremely frustrated.

2 years ago

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Reply from First American Home Warranty

We have reached out to the customer directly requesting for additional information.

Apr. 26th, 2019

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Cassandra h Kannapolis, NC

The repair companys sent to my home to date either wanted an outrageous deposit without giving me date of repair work to be started and 2nd one who reported he was understaffed to complete job now after starting claim on april 9th i am still without working ac was on hold over 30 mins for supervisor without any updates or anyone coming to line and being told to wait another 5 days for a 3rd repairman to come and test system for report of problem. No one is helping me, only offered 150 refund after i paid 300 for portable ac and almost 3 weeks later no closer to having issue fixed. My contract is up in june i feel like they are delaying so it will run out, and sending daily emails reminding me to renew, why would i renew when u wont fulfill ur side of contract in timely manner by having real repair companys

2 years ago

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Reply from First American Home Warranty

Hello Cassandra, Our records indicate your air conditioning system was installed and working properly as of April 30, 2019. At this time, your claim is considered closed. Thank you.

May. 1st, 2019

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Lisa Nashville, TN

My HVAC needs a new evaporator coil (EC). First of all, this issue was diagnosed at the start of last fall and they did nothing but add freon, so I knew this Spring I'd be in the same spot I was last Fall. Sure enough, after another $75 service call fee...same diagnosis this Spring. Now, my cost of the repair is $545, First American's (FA) portion is $301. Labor to replace an EC is 2-3 hours and a new EC will range from $300-$1475. It doesn't take Einstein to figure out that I'm getting fleeced in this situation. I will say that when you do get someone on the phone at FA, they do a fine job if you can understand their English. FA has trained them well to stand firm, tow the company line, and continue to repeat the same lines time after time. If you're looking to be treated dishonestly and unfairly this is the company for you.

2 years ago

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Reply from First American Home Warranty

We have reached out to the customer directly requesting for additional information.

Apr. 26th, 2019

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Yvette Johns Powder Springs, GA

I've already reached out to this company to cancel my service. I've been a paying customer for almost three years now and in that time have been denied two out of three claims for repairs that were minimal in cost for them to cover in comparison to the hundreds of dollars I've paid to them in premiums over the years. They always seem to find a ridiculous loop hole to refuse their claim, which I've heard contractors both affiliated and unaffiliated confirm more than I once now. Most recently, I was denied because PART of something that needed to be repaired was located outside of the house, despite the fact that the issue also extended very clearly inside the house. Not to mention the actual repair is negligible in cost to them compared to what I've even just paid them this year. I've only grown more and more disappointed with their excuses and I hope others will avoid home warranties and simply save the money they would have spent in a savings account to prep for potential issues in the future. It is not with it.

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer requesting for additional information in order to assist her.

Apr. 26th, 2019

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SS Collierville, TN

I had a very poor experience with First American. My water heater started leaking and their tech said it needs to be replaced. He said it will cost me $535 out of pocket because the modifications are not covered. FA said they are paying the plumber $622 for parts and labor. Plus I paid $75 for visit charges. So cost of replacement through warranty is $1232. My local plumber quoted $800 for replacement. Why should I keep warranty. When I asked how much they would pay me for cash out they said $501.50. So they would pay their customer less than the contractor. First American is total rip off. Stay away and hire your own contractor.

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer directly request for information in order to review the complaint in its entirety.

Apr. 24th, 2019

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Melissa Castodio Tulare, CA

First, I would give zero stars if I could. Our pool pump went out a week ago. We called to schedule someone to come out. Quickest they could have anybody out was today. So we took it. Nobody showed in the 4 hour timeframe they gave up. My husband called to see if someone would be coming out and they said "no they had to reschedule". Nobody notified us. My husband took a day off to be home and have this taken care of. He asked to speak with a supervisor and the supervisor was very rude and not helpful at all. He basically said he would put in another request but could not guarantee that someone would show. My husband asked for a refund of our $75 deductible and he said he would put in for it. So he asked to speak with whoever would be approving these requests and the man said he is the one since he is the Manager. His name is Andre. So my husband asked him if it would be approved and he said if you are asking me to make a decision today my decision would be no. I would highly recommend not wasting your time on this SCAM.

2 years ago

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John Ricca

Air conditioner is not blowing cold air, technician came out for 5 min and said the unit required maintenance. I said, great make the repair to get the unit to work properly. He said, almost right from a script, no maintenance is not covered. I said the unit needs a repair to work properly and that maintenance by definition is to maintain something that works properly. He left after collecting the $95 service fee and the air conditioner does not work. Ok, so I called FAHW and they fed me the same maintenance excuse. Again, I said the unit does not need maintenance because it is not working, it needs to be repaired. Of course I got nowhere and my air conditioner does not work. Luckily for me I am a federal agent and know a scam when I see one and between me and my lawyer sister this will be investigated and litigated.

2 years ago

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Eddie Las Vegas, NV

We could not be more disappointed working with First American Home Warranty. We had an issue with our refrigerator, and they sent out a technician 3 days later (we looked up the reviews on the company they sent, and the company had 2 stars and tons of complaints). When the tech came to diagnose this issue, he said he needed to order a part and it would get to us in a week or so. The next day, we called FA for the tracking number, they said they didn’t have it. We waited 3 days to get a tracking number for the part they supposedly ordered immediately. When the tech came back over a week later, he put the part in—the fridge was STILL not turning on. He said it looked like a different part actually had to be fixed, and laughed it off. He said he would order the other part, and it would be another week or so out. We immediately called FA after the tech left our home, and asked FA to change to a different company since we did not trust the work/competency of the company they chose. They denied our request! Over a week later, the tech comes back, attempts to install the SECOND part he has ordered—and the fridge STILL DOES NOT turn on. The tech gave up and said “it’s probably your compressor, but at this point, it should probably be replaced. I will recommend First Home Warranty replace your refrigerator.” The next day, I called FA and asked when we would get a new fridge, now that it had been almost 3 weeks of WASTED time. They said they SWITCHED our tech to Sears (even though they claimed they could not switch tech’s weeks prior when we requested them to do so). We were so frustrated and exhausted with trying to call FA, getting nothing but their voicemail to leave a message—then receiving a condescending email follow up hours later, instead of a cordial call back. Finally, after calling and calling FA, we let them know that it’s been almost a month since we have been without a fridge, we are living out of an ice chest, spending money every day eating out, and were sick of them avoiding trying to be helpful or resourceful. We asked who we could file a complaint with—ALL OF A SUDDEN, they were more than happy to offer us $75 toward a mini fridge to last us while the part was on its way (WHY was that not offered over 3 weeks ago?!). The sears tech came over a week later to install the compressor—which all in all was over a month of the fridge being out of service, hours of attempting to call FA, weeks of wasted time going from one tech to the next, THEM lying about tracking numbers/parts ordered. Terrible customer service. We will not be renewing with a company that does not treat their customers like fellow human beings, instead of just another “claim number” to avoid.

2 years ago

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Reply from First American Home Warranty

We have reached out the consumer directly and requested information in order to review his complaint.

Apr. 24th, 2019

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John Doster Kingman, AZ

Just paid $600 (plus $75 for the initial call) for a repair that should have been at least partially covered. First American Home Warranty did not notify me that the job had been denied. When contacted, I was put on with a "customer service representative" who was difficult to understand and seemed unable to express herself. Kept me on the phone for several minutes while she did something on a computer to the point that I had to ask if she was still there. Certainly will not renew.

2 years ago

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Muatassim Aziz Woodbridge, VA

I would never ever use this company in the future, as they are complete do not care. I had a plumbing issue and a contractor came to fix the plumbing problem. while he was trying to fix it he broke two parts and told us that one of the part he broke by accident is a major part and will be ordered. he will be able to come back and replaced this part in a week. While he was in my house he received a call from his company (B's plumbing), in which his company was complaining to him about a bad job he did prior to coming to my home. When i told all this to First American and explain that i do not trust this plumber is competent or is capable of doing my work. They claim i have no choice but to wait for this contractor for a week regardless of he is capable or not. I asked to please send me another company as I do not believe he is competent. First American completely disregard and hang up, and told me I can't even cancel my contract and have no choice but to keep on paying them every month. Horrible customer Service

2 years ago

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Reply from First American Home Warranty

Hello Muatassim, We would like to apologize for any inconvenience you may have experienced during the handling of your claim. Please be advised, we contacted you several times to discuss your claim but was unsuccessful in reaching you therefore, voice messages were left. Please contact us at your earliest convenience to further discuss your claim. Thank you.

May. 13th, 2019

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Christine Douglasville, GA

Our 2 year old kitchen aid dishwasher stopped working and called to use the warranty under home appliances. First American sent a technician out to look at our dishwasher. The technician opened the dishwasher, started the run cycle and seen that it wasn’t working. He stated that the dishwasher had food stuck in the basket and that it wasn’t covered under the warranty. First , there wasn’t any food in the dishwasher. Second, my husband isn’t an appliance technician but,he is a mechanic and VERY mechanically inclined! He show the technician that it wasn’t any food in the dishwasher and showed him that the dishwasher was draining but wasn’t pumping any water in the dishwasher from the water line under the sink so it had to be something wrong with the pump. The technician got upset and told my husband he has been working on dishwashers for a long time and it was food that was causing the problem and it wasn’t covered under the warranty (that we have been paying for , for years and that’s why we pay for a home warranty, right?) My husband said that didn’t make sense. The technician called American Home Warranty and told them it was food In the dishwasher. American home warranty closed the case. My husband called home warranty as soon as the technician left to ask them to send another technician out and they responded that the tech called and told them there was food in the dishwasher and that wasn’t cover and unless the technician said that it was something wrong with the dishwasher they would not reopen the case. There was more back in forth about reopening the case and to send a technician out was a fail with American home warranty. To make a long story short, we called kitchen aid repair service directly, told them what the previous technician said told them that there wasn’t any food in the dishwasher and what was going on with the dishwasher as far as what we could see. They (kitchen aid) told us they had an idea what might be going on and they ordered the part before they came. Kitchen Aids tech found it to be a broken piece inside the pump housing. He replaced the pump and fixed it. We had to pay almost $300 out of our pocket on top of what we were paying to American home warranty because American home warranty sent a technician that had NO clue about what he was doing and wouldn’t let us get a second opinion and would not reopen our case based on what their technician said because either he didn’t want to work or didn’t know what he was doing. I gave them one star because I had to but if I could I would have given them zero stars! Might as well not have had a home warranty.

2 years ago

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Reply from First American Home Warranty

We have reached out to the consumer directly requesting for additional information.

May. 20th, 2019

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Nicole Duc Renton, WA

The water heater, at one of our properties, started leaking so we called FA to send someone out. A contractor came out a day later to assess the issue. The following day we called FA to check the status of our claim and they said they hadn't received the assessment back from the contractor. 48hrs from the day the contractors came out, my husband called FA back to check the status again. This time a rep from FA tells my husband that the assessment came and the water heater needs to be replaced but the contracting company said they wouldn't be able to perform the work due to the water heater location (which is in the garage near the furnace). The FA rep then tells my husband that the cost of replacing the water heater will not be covered and we're basically on our own to find a contractor. When my husband asked to speak to a supervisor, they told him it would be 35mins before he could talk to someone. I called FA back because this all seemed so odd. This time the rep told me that our claim was approved, but we would have to pay the contractors $1500 for them to retrofit the water heater, and before they would come out, we'd have to uninstall & move the furnace. This sounded even more absurd. So needless to say, we have decided to hire an attorney to take legal action, especially after reading thru the reviews, and seeing that we're not the only ones getting ripped off by FA.

2 years ago

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Mike A Irvine, CA

I've filed a claim online for a water leak in my home and paid the deductible they were fast to send the contractor. The contractor didn't do anything dint even open the water and he said that he is going to submit a request to dig into the wall and he will come back after he got the approval, I waited for a week and then I checked the claim status and found out its marked as completed!! called the customer care and they said that I have to clear the path for him to get access to the wall which is fine for me even though no one contacted me and they just change the status to "fixed". I send them pictures showing that the wall can be accessed if I remove the doors of the built-in custom closet and I will take off these doors and the shelves inside I even consulted a professional bumper and he said that he will be able to access the pips easily from there. But First American home warranty customer service keeps asking me to take off the built-in closet which is imposable to be done that's like asking me to take the whole wall down for no reason. The customer care agent was rude and it's clear that they just don't want to do the job by giving making up excuses even though they said it's covered. now I'm in the process to file a lawsuit it's funny how a lot of headaches came from the decision that I have taken to purchase this warranty in order to get a peace of mind

2 years ago

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Christopher L Permann Spokane, WA

If it were possible to give zero stars I would. I talked my 90 year old father in law into purchasing a home warranty in order to insulate him from rip off contractors in Vegas. His water heater went out (3 yrs old) and FA sent out a plumber that stated the WH needed to be replaced. So far so good until he said his company policy was to replace the flue, water lines and gas line also at an additional cost of $520 (for 30.00 worth of parts) which is a total ripoff. The existing lines and flue are less than 3 years old and in excellent condition. They simply want to add 500. worth of profit to the deal. When after over an hour of hold time I finally spoke to a supervisor at FA he said he'd look into it and that I could call him at his extension...stupid me, he never answered his phone. Do not do business with this company. I will never recommend this firm to my clients and will never again use First American Title for any future real estate transactions either. Maybe they will get the message if my fellow real estate agents stop supporting these companies that have obvious ethics issues.

2 years ago

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Lorraine Simpsonville, SC

When it came time to renew our contract last year we were on the fence about renewing our contract. We had noticed that our damper might be sticking in the AC ductwork and asked if the plan we were renewing covered the dampers. The salesmen said yes. So we decided to go ahead and renew. Fast forward 11 months, and it seems that the damper has totally given out. So we paid the $75 to have someone come out and look at it and sure enough, it was the damper. After a few days I called First American to see what was going on and why no one had called me back about coming to do the repair. The customer service man then informed me that my plan does not cover dampers. I felt like I was lied to and there is nothing I can do about it except discontinue my service after paying for almost a whole year of service.

2 years ago

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Winona Las Vegas, NV

Worst customer service I have ever experienced! I called in to report my dishwasher is not working. (Three weeks) Technician came to my home his findings were to have the dishwasher replaced. FA advised him to replace the damage part. The part was ordered by the contractor. Technician comes out to my home on 27Mar19, And to no surprise it still doesn't work. Again! the technician recommends for the dishwasher to be replaced. I'am so livid at this point! I called in and with my luck I get a representative who was not the greatest. He advises me of a case manager. Case manager? I did not know I had one assigned to me since communication is zero to very limited. I'm so lost beyond words!!!

2 years ago

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Ryan Huntington Beach, CA

Never will I do business with First American again. I paid $800 for a home warranty for the year. The sewer pipe that my kitchen sink drained into had a leak and water was leaking onto my backyard patio. My sewer pipe for my upstairs bathroom shower started leaking 2 days later. When it rains it pours. I started a claim with First American Home warranty and their plumber scheduled an appointment between 1-5. they said they couldn't give me a shorter window so I took off work. He showed up 30 minutes late. He looks at the 2 leaks and tells me he needs to call First American to get approval to fix the 2 leaks. He comes back 10 minutes later and tells me the claim is denied and tells me he will fix the 2 leaks for $500. Nice racket they have going on. The plumber charges double...... I had a local plumber do it for $200. Having a Home Warranty with First American was nice piece of mind just as long as you don't need anything fixed. Never again will I do business with these crooks again!

2 years ago

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Lindsey Dripping Springs, TX

They’re horrible. They hire the cheapest companies to fill claims and won’t pay to fix what those companies break. So here I am without a dishwasher because it’s sitting on my porch. FA didn’t add installation and the guy who was going to install it, messed around under my sink and now my hot water is only dripping out. FA calls him and the guy admits he messed with it but that he’s on vacation. So I asked what I’m supposed to do without a dishwasher AND hot water? Can I call my water softener company and they pay for it because plumbers will not touch water softeners. “No, sorry. You will have to wait until he returns from vacation. I’m sorry. You can also fil another claim for $75 and if we find that it wasn’t your fault, we will reimburse you”. Bull. I told him it’s evident that that guy is admitting he messed with my water because he said he did AND he will willing to come back. FA will not pay for anything if they don’t have to. They’re like the Chase Bank of wareanties where everything is the consumer’s fault. There’s even a Facebook page of people showing they took FA to court and how their contractors lied. They also hired a terrible plumber who didn’t fix the leak in my bathroom. He replaced a drain and yesterday water leaked again from my bathtub to the master room. He also did not fix the pipes under my kitchen sink. Sloppy work, penny pinchers, I’m ready to get out of this contract.

2 years ago

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Nathan Greenville, SC

For the last two years, each claim has been an absolute nightmare. Most recently, our dishwasher was not working. We placed a claim in October. Multiple times contractors did not call within the "24-48" hours. Once one came out, they said the dishwasher needed to be replaced. We had to jump back through some more hoops to get the installation company to come out. Multiple no calls again until someone brought out the dishwasher. Without taking the old dishwasher out or doing more than five minutes of investigating, they said the wiring was not long enough and that we needed to place a claim for an electrician. After long, long periods of being on hold with First American over the next several days (every call involves lots of hold time), they informed me that they did not cover the electrician. We hired our own electrician, who, after 5-10 minutes of actually looking at the dishwasher, determined that the wiring was more than sufficient and said that the initial crew obviously just wanted to get out of doing the work. We still had to pay the electrician $180 out of our own pocket to tell us that the people that First American sent were wrong. Of course, First American refused to cover these charges or accept any responsibility for their contractors. We were then told that we would hear from the installation crew within 24-48 hours an that they would come back out to install the dishwasher. We did not and were told that we would hear over the next 24-48 hours. A week later, we called back because we still had not heard and they changed contractors. They sent the information to a new contractor, but there were errors in their forms so the installation was delayed TWICE, as we were informed by the contractor that they continually have issues with this home warranty company sending the wrong forms and causing delays. Once someone finally did come out to install the dishwasher that the first crew had just left on our porch, it worked for ONE cycle before breaking. It is a very cheap dishwasher and much worse than the one that we had before. We called again to get it fixed and they told us that we would have to pay the $75 service fee. Eventually they told us that, since it had only been a few days, and it was their people that installed it, they would begin the process to have the dishwasher fixed without charging the fee. This, however, like everything, is a process and not simple. They told us that we have to call back tomorrow. We will see how that goes. It is now March. We still do not have a working dishwasher. This is the most recent issue that we have had, but it is certainly not the only one. They universally refuse to accept responsibility and have denied requests to refund money spent on repairs that they said we needed and then didn't or on the monthly premiums that I have paid while they have been dragging their feet and causing hassle without actually fixing anything. Every time you call customer service you have to completely re-explain your situation and none of the representatives that I have spoken to haveany personal compassion or drive to help. We are moving and can't wait to find a different home warranty company. Any other home warranty company. Both for our new house and the buyers of our current house. UPDATE 3/8/19: The latest is that first american told me to call back another day to get the dishwasher installed. Called back, went through the menus, waited on hold, and finally spoke to someone in the right department that told me I needed to call GE to get it replaced because it is still under warranty. He gave me a number to call and a purchase order number. I expressed how cheap the dishwasher was and he told me that I would have to talk to GE about that and it would be up to them whether or not to upgrade. I called the number he gave me, waited on hold, went through the menus and finally spoke to someone. That person told me that this was the wrong department and she couldn't do anything because the guy had given me the wrong number and that they only do business to business. I tried to call the extension back for the guy at First American but he did not answer multiple times, so I went back through the whole system, telling my story all over again to other people. Eventually got the right number and talked to the guy at GE. He told me that it will be about a week before someone could get out to look at it and that they can only install the dishwashers that First American orders and that it is absolutely not up to them to install a higher quality dishwasher. He told me that he had encountered others that had had issues with First American and that they ultimately seem to care about what is the cheapest and easiest. Lots of buck passing. No one on the phone has seemed to actually care or try to help. Still no dishwasher.

2 years ago

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Edwin,Tonia Bradley Louisville, KY

We were first time homebuyers in Aug of 2017. Kept the insurance until Jan of 2019. Decided that we could not afford the coverage any longer. So we decided not to pay anymore. When we set up the payment plans it was agreed that we would call in and make payments 2-3 months at a time. We did not give them permission to take money or draft money from our account. That was understood plain and clear. Our fault for not calling and counseling our plan. They took it upon themselves to take money out of our account without our permission LIED and said we gave them access. LIES all LIES. It is sad and is a shame you can't trust these companies. They are so money hungry that they are taught to take and LIE, LIE, LIE. Our fault true enough for not calling and counseling. But you are LIARS and the truth ain't in you when you said you had permission to draft my account go back and listen to all my calls. I made it very clear DO NOT TAKE ANYTHING FROM THAT ACCOUNT and HE said yes HE understood. It just shows a lack of INTEGRITY and that it's all about a $. I will be sure and warn my friends and family members about this company. And anybody else who will listen. STOP LYING!

2 years ago

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Howard Masonheimer Newnan, GA

Worse service and vendors that they hire are incompetent. Had an issue with garage door been installed incorrectly by technician both the technician and mgt claimed I needed new rollers. Meanwhile when they gave me my ticket the technician checked 25 points check where all checked off by tehnician . Wound up getting a local garage tech who fixed within minutes because the other company incorrectly mounted the bracket. Now we had 2 small appliance repair companies they use. First company kept changing dates they were too busy sorry and they were very rude. Now the 2 nd company listed 3 items on repair and with no communication to homeowners its the circuit board. Well the technician was unable to fix and left the control panel hanging loose and we are unable to use..

2 years ago

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Reply from First American Home Warranty

We appreciate your feedback and look forward to being able to address your concerns directly with you.

Mar. 12th, 2019

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Paddy Carlsbad, CA

Filed a claim on 4 Feb for a washing machine issue. First American Home Warranty sent a technician from Antech Appliances to our home on 6 Feb to assess the situation. The technician indicated that the problem was with the main drum bearing. We paid him the $75 service fee. He said he would order the parts and have the repairs completed within 7 days. Seven days later, after not hearing anything from Antech or First American, I called Antech. No answer and no voicemail. I tried to check on our claim status online with Antech and all I received from my inquiry was that the claim was being processed. I called First American and was told that Antech hadn't filed the claim paperwork until the day before and the First American Purchasing Department determined it would be less expensive for them to purchase us a new washing machine rather than repair the old one. The replacement washer is white, not silver like the original washer and First American does not match colors. We were asked if we had paid Antech the $75 service fee, to which I responded in the affirmative. First American had no record of that payment being made. We were then told that the delivery, installation, and haul away appointment would be made within 7 days and everything would take place during that one appointment. We provided a cellphone number to First American so that we would be sure not to miss the call to schedule the delivery, installation, and haul away appointment. No one called. On 18 Feb, A1 Appliances attempted to deliver the new washer without coordinating the delivery with us. On 19 Feb, we contacted A1 Appliances to schedule a delivery. They made the delivery but said they were not permitted to install the new washer nor were they able to haul away the old washer. We were instructed to contact First American to set up an appointment for GE Sales to perform the installation and haul away separately. During the past two days, I have spent hours on the phone with First American, been disconnected three times, talked with two customer service representatives with a horrible attitude, talked with one customer service supervisor who also had a bad attitude, talked with another customer service representative who had an incomplete record of all that had transpired. I have now been told that the installation can't be made for another 5 days and there isn't anything that First American can or is motivated to do in order to expedite that process. Yesterday, I sent an e-mail to First American requesting to speak with a customer service executive immediately but have yet to hear from anyone at First American. Apparently the customer is not their primary focus. I will be cancelling our policy with First American and I highly recommend that everyone else that has a policy with them cancel as well and any potential new policy holders look elsewhere. First American subcontracts with poorly performing companies, has difficulty maintaining comprehensive claims records, and their customer service department doesn't understand what the term customer service really means.

2 years ago

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Yuriy Laguna Hills, CA

Very decent response time, warranty on services if anything is done done right the first time (I had a chance to experience that), great value overall.

2 years ago

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Reply from First American Home Warranty

Hi Yuriy. Thank you for your review, we appreciate it!

Mar. 8th, 2019

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