First American Home Warranty
8.2
Overall Score
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Theresa Palmer Hemet, CA
This is the worst experience I ever had been with them for 3 years it took 2 months for them to send a contractor out to look at my pump I had drain my entire pool and buy a temporary pump until they could get a contractor to come out the one they sent lied and said they came out never did they finally did and denied my claim after all that time because of faulty wiring which they said caused my pump to go down. Now had they come when I orginally called it was just the pump the wiring was done prior to me purchasing the home but to my understanding it was all covered.But oh no it's not what part of wear and tear it this not. If you have a pool don't go with company they only have 2 contractors and one is unreliable and the other is for them they deny the claim so you have to pay them to fix your issues. I wish I could give 0 stars cause that's what they deserve. Oh and don't ask for a supervisor or manager they must not exist. 3 yrs I'm done thanks for nothing.
4 years ago
Reply from First American Home Warranty
Hello Theresa,
Our records indicate you placed a claim for your pool pump not working properly. First American dispatched an independent contractor, Golden West Pool and Spa Repair who reported that the pump drive shorted out due to a power surge which was caused by a bypassed inline fuse that was wrapped in tin foil. Please be advised, First Americans liability is limited to repair or replacement of an item due to normal wear and tear. The consumer may refer to their home warranty contract under Limits of Liability, Number Three. As such, First American considers this claim closed.
Thank you.
Our records indicate you placed a claim for your pool pump not working properly. First American dispatched an independent contractor, Golden West Pool and Spa Repair who reported that the pump drive shorted out due to a power surge which was caused by a bypassed inline fuse that was wrapped in tin foil. Please be advised, First Americans liability is limited to repair or replacement of an item due to normal wear and tear. The consumer may refer to their home warranty contract under Limits of Liability, Number Three. As such, First American considers this claim closed.
Thank you.
Aug. 13th, 2019
Hillary Fowler Atlanta, GA
This company has been a nightmare. They send out technicians that are incompetent, and after several times of them NOT fixing the issue, they will STILL send out the same company. I have had a tech come out 4 TIMES to fix my dishwasher. When it seemingly DIED the day after the last tech came out, I got them to send another company, only to have this technician state that it was not due to normal wear-and-tear, and therefore they denied my claim! He claimed it was due to using detergent pods and he found a small piece of glass (I never have broken a glass) and that was IT!
I have had technicians order parts for my refrigerator, with no follow-up....only to learn a week later that they ordered the wrong part when I called back.
I was told that "noise" is not covered under my contract when I tried to explain the issue with my refrigerator. This company does not try to help its customers.
4 years ago
Reply from First American Home Warranty
We appreciate your feedback and look forward to being able to address your concerns directly with you.
Aug. 19th, 2019
Phally Chea
My toilet was not flushing. I called first American home warranty. They sent Fit It All Plumbing. According to my tenant, Joan, fix it All Plumbing's technician has never been resourceful. At every visit, he always attempted to avoid doing any fixing work. At the second visit, Joan finally was able to get him to snake the toilet, which temperarily fix the problem. During the snaking process, it left a brown unremovable stain to our toilet bowl. Upon request, Fix it all plumbing had stopped by the third time. Instead of fixing the damage, their technician yelled at my tenant and denied the responsibility. My tenant has gotten very upset at their unprofessional behavior. She requested not to use Fix It All Plumbing again.
I then contacted First American to get some remedies. I was asked to email photos proof and I did. But their customer rep keep on "not received anything" from me. That went on for months until my contract expired. So I told their rep, I will not renew my contract unless they can fix my toilet. I guess that is not enough motivation for them.
Now that my contract had expired, they said "due to the department of insurance compliance laws the policy has to be active in order for us to take any action just like Car or homeowners insurance."
First American, do you know what? I'm a real estate agent. How do I feel comfortable referring your service to my clients if I have a horrible experience myself? I will NEVER EVER again buy First American Home Warranty for my clients. I'm going to make sure my whole brokerage will not use First American. It only costs a few hundred dollars to have that toilet replaced. That tells us how much they value us as a customer....
4 years ago
Reply from First American Home Warranty
Hello Phally,
We appreciate your feedback and look forward to being able to address your concerns directly with you.
Thank you.
We appreciate your feedback and look forward to being able to address your concerns directly with you.
Thank you.
Aug. 9th, 2019
Francis Labarbara Hurricane, WV
If you can do without important stuff in your home for weeks these are the people for you. They hire part time guys that show up at 6 on Friday or 7 on Saturday without calling ahead.
What a nightmare.
The oven broke 7/12 and I turned it in. They scheduled the tech for 2-5 on Friday 7/19(week 1). No call, he shows at 6. He has to order parts.
He calls Saturday 7/27 at 7pm (week 2). We are out. He leaves a message that he has the parts and wants to come over.
I have called him several times without reply since then. He hasn't called again
It is 8/1 (week 3 tomorrow) and these people are replying to me on here instead of calling him to come fix the oven.
This is some extremely unprofessional behavior. I can live without the oven. What if it was something important?
4 years ago
JoAnn Hampton, VA
If you like getting sub par contractors assigned to do your repair work, then 1st American is for you. I think they look for the cheapest and not the best, and they are usually companies you have never heard of.
If you like a painful experience of getting approval for the repairs and parts, then 1st American is for you. (All while your service fee goes up each year)
If you like being shuffled from department to department when trying to resolve a claim, then 1st American is for you.
If you like having to jump though hoops to extract yourself from a contract that was renewed despite your indicating you did not wish to (because of the worst customer experience of your life) then 1st American is for you. Just make sure you are cool with waiting 30 days to end the contract, while they continue to take your monthly payment!
If you are thinking of signing up with 1st American....think again. And for those who may think this is one disgruntled customer...as I shared my frustration with my co workers, the common response was "Oh my gosh, we dropped them as soon as we could."
4 years ago
Theb Porterville, CA
This company really does not care about the customer. We filed a claim for a non-working pool pump over a week ago and the contractor never contacts us. We have called FAHW several times over the pass week and we keep getting the run-around. Every representative we talk to always tells us that if the contractor does not call us by the end of the day they would escalate our claim and get us another contractor. That has never happened. FAHW never calls us back, we are always calling them back, in which they always tell us the same thing. FAHW scheduled an appt for us without confirming with us whether we would be available, which we were not as we were out of town. We ask to talk to a supervisor but they are never available. The temperature is in the 100s in our area and the water has been sitting stagnant way too long already. I regret renewing this warranty and will not be renewing in the future.
4 years ago
Courtney Williamstown, NJ
These people are terrible ! I have had someone out 3 different times to fix my AC it is 90 degrees in my house I am pregnant and have asthma and have been without air almost all summer ! Every person you talk to tells you something else ! They then said I could use an outside company because their company still hasn’t contacted us to set up an appointment and when the guy came out and said we need a whole new unit they are making it impossible to get it replaced saying we didn’t get the right information from the technician...we are out about $700 dollars already dealing with the same issue ! I would never recommend them.
4 years ago
Karen E Neal Overland Park, KS
I honestly think this company is almost a scam. I bought my home in December of 2014 and have faithfully paid into my plan monthly since then, about $54 a month for 55 months. That's approximately $2,970 I've paid. The first time I used the insurance was for my dishwasher, which is so old the top rack is broken off and the baskets are rusted out. I was honest with the First American representative when I called about the issues and they sent a repair person out to take a look. I paid the repair person the $65 (at that time in 2015) service fee. He said he would order new baskets and the parts to fix the top wrack. I never heard back from him and never received a response from First American. No repair was completed--they just got my $65 for nothing. Then I got busy with life as a single mom working full time and attending college. Fast forward to 2019, my dishwasher is still running (no thanks to First American) with rusted out baskets and a top rack that is hanging off on one side. Now I have a new issue. My oven stopped working the second week or so of June. I called First American. It took their service provider over a week to get out to my home. The repair person who came said it was an easy fix and could be taken care of quickly but they had to order a part through First American. First American has a control problem--major micromanagement issues. Unfortunately, it took First American over a month to deliver the part to the service company. Finally, six weeks after I filed the claim, the repair was made but while the technician was installing the new circuit board, he broke off a few pieces on my oven, twisted the drawer face of the bottom pull out storage shelf and stripped the paint off the control panel face on the front of the stove. I'm not waiting on the replacement for that. Then, the main reason I've been paying for this insurance happened. My heating and cooling system went caput. I called First American thinking, well, let's see if they can get it right this time. Thank God I have insurance! Nope. They assigned me to a heating and cooling repair company that literally gets one star, but the truth of that is the reason for the one star is primarily because of the time it takes the insurance company to respond. It should not take 5 to 8 weeks to get an air conditioning unit or system back up and running. There is no way I am going to make my family wait that long for air conditioning in the heat of the midwest summer. We went with Bob Hamilton instead and paid the price and I don't regret it for a moment. I'm done with First American Home Warranty. There is no way they are getting any more of my hard earned dollars. I HIGHLY recommend you do not go with them!! I promise you will not be satisfied and they will not take care of you. I don't know who said they are number one but it's not true. I have heard countless praises for other companies that replace obviously old ovens and dishwashers for new home buyers, no questions asked. Leaving families to sweat it out or freeze while you order parts shipped on slow boats from other countries is unacceptable and no way to treat loyal customers. Their telephone representatives are very nice but it doesn't translate to quality service. Very poor.
4 years ago
Dwayne W
Poor customer service and no choice on who does the repairs. About 6 months ago, we had an issue with our ice maker. They sent out a 2 star repair company. The guy they sent must have been his first day. He was constantly texting and sending pictures to someone who was helping him. Three calls and three weeks later, we FINALLY had ice (after insisting on another repair tech). Now here we are again. Ice maker not making ice again. I call and they dispatch the SAME company. I told them I wanted someone else, but they say they can't find a complaint about this repair company, even though I assured them I did. First American hires sub par contractors and does not care about customers or their satisfaction.
4 years ago
Melanie Apex, NC
Very, Very, Very frustrated with First American Home Buyer's Insurance Company.
1) Website is horrible! HOME OWNER CENTER is NOT user friendly.
When I call customer service it asks to provide the 9 digit work order number that is NOT on my website when I log in. It just provides the SERVCE Order number. What gives??
Website - Does not give #, does not show details about WHEN..date/time contractor came out..how it was diagnosed. Instead it just shows date ticket was opened, contractor info.
Website doesn't give person's extension # working on the service contract so when I call in..it asks for that info that IS NOT ON MOST service requests.
2) Called in multiple times to find out the cash out value for a microwave that a contractor could not fix. Everytime I called at least 4 times, I was told I'll get a call back in 24hrs and never did. I finally got one 1.5 months later since the contractor came out.
3) It says we can manage our claims online. I messaged service twice on service request and they ONLY wrote me back AFTER I had to call in.
4) Horrible, horrible experience.
Going to look elsewhere for a home warranty.
4 years ago
Mark Cumming, GA
Two weeks ago our air conditioning broke. We called First American and they gave us a vendor that would come in 4 days. The vendor cancelled our appointment and we could not get another one until the next week. Once the vendor finally did show they gave us the information that we needed a coil. The warranty company said it was not covered we sent a copy of the contract. They agreed it was covered and said they would order the part. After another weekend we called to ask what the status was.... they had forgotten to order the part...now it will be another week .....terrible company do not use them
4 years ago
Brandon Nerkowski Las Vegas, NV
I have leak in my house. I called and made a claim. The sent a leak detection company to my house Very Professional. Then the adjusters came very unprofessional. The leak company backed up the damage of my floor sink and dishwater was damaged from the leak. The claim adjusters first comment was to insult my handicap mother. She uses a brace to walk and it takes her long time to go down stairs. When she opened the doors she apologized for the wait. While they were in my home the other adjuster stated "she is faking it". First of all she is an old woman with health issues we don't need your commentary attacking her character, we need the leak fixed and repairs done. Secondly the adjuster states the where the floor was raised wasn't caused by the leak. Exactly the opposite of what the leak detection company they sent out told us. There is clearly over 1000 dollars of damage , but the adjuster was saying I need to fix the leak. They just fix the damage and it isn't even enough to surpass the deductible. because they only want to fix the side directly attached to the dishwasher. Now i have been waiting for a response from the person handling my claim. I have made numerous attempts to call with no avail being sent voicemail and no responses. I need to fix this issue before more damages occur. Still no response. I may have to talk to lender and just pay more for State farm or Progressive insurance. I am used to insurance agent being prompt and answering their calls this is peculiar. It really does seem very shady and not transparent. Please somebody help my policy is up for renewal in October. I really don't want to have to change but if this isn't fixed by then and i end paying more that will be my final solution.
4 years ago
Amy Woodland, CA
Terrible customer service. The lady on the phone was so rude to me and insisted that my broken water heater would not be covered. After several calls back they finally sent someone out to my home. The company they sent came four times over the course of two weeks and the issue was never resolved. Let me repeat that: cold water for two whole weeks.
I had read somewhere online that home warranties have to resolve cold water in less than 14 days because it’s technically a sanitary issue and when I reminded my representative of this she proceeded to tell me that it’s fourteen days to replace the water heater from when they decide it needs to be replaced no matter when I called them. Um, what? That makes no sense.
Once I finally decided I was done with this company and opted to just call myself a plumber I was advised my by realtor to see if they would offer money to have the problem fixed elsewhere. Good news: they did. Bad news: I was literally on hold for 47 minutes while they figured it out. I honestly think someone went to lunch and forgot about me.
Long story short, save yourself the trouble. I called another plumber after dealing with the warranty company for two weeks and they came within two hours and replaced my water heater without any issue.
This company has terrible customer service and will do whatever it takes to avoid having to pay for the fix. They truly do not have the customer in mind.
4 years ago
Nik Lake Forest, CA
They are consistently the worst customer service I have ever had on any home warranty. I have had two issues in a row in the last month and they have a been horrific experiences and have cost me way too much stress. I also have a lot of hidden fees for things you have to pay for when just getting an appliance facts which I am now switching the plan because I cannot take this anymore. They do not respond to service request put in online right away you have to call them and follow up to get anything done and half the time that doesn’t even have an even an emergency situation. Was extremely unhappy with how they did not follow up with me at all or Assign the service to anyone Until I called on both instances.
The second time that’s happened to the claim had to be reassigned because it went to a contractor that was no longer servicing in the area and this was a huge waste of time and me calling him to follow up to get the job done. The next day I asked to speak with the manager about it and how unhappy I was with the service and the manager was very This respectful towards me and said he needed to talk first and I finally hung up on him. Do not need to be treated this way for my so-called manager once I am already super upset. Needless to say I am no longer using First American home warranty. So I am still waiting a week later for the contractor to show up.
4 years ago
Keith Reynoldsburg, OH
Run don't waste your time. Submitted a claim to fix my AC a week ago. No resolution. I'm pretty sure this is a scam.i feel my $500 went to pay for a call center in India to give me excuses every day how co tractors are not available. Then they proceed to tell me to back every 4 to 8 hours they will have a resolution. I couldn't make this stuff up. Spend hours of my personal time trying to get a so called company to hold up there end of the commitment.
Here is what you get with your new home warranty.
1. You pay $400 to $600 for a peice of mind and fancy pamphlets.
2. You can submit a very easy online claim.
3. A local hack job is sent a request to repair your issue not a credible company.
4. That hack job doesn't respond to your claim, calls or emails.
5. You get to jump thru the 300 hoops First American throw at you.
6 you get to call back and wait 1 hour every 4 to 8 hours to be told nothing but to call back.
7. You now have waisted $500 lots of valuable time and still have a house thats 100 degrees with 3 kids a upset wife and over heated bulldog.
8. Thanks First American for your unbelievable abiltly to run a legit legal scam
4 years ago
James Thomas Virginia Beach, VA
Dealing with First American Home Warranty to get our AC repaired was one of the worst experiences that I have ever encountered dealing with customer service. The ineptitude of this company from the case workers to management is beyond belief. We filed a claim on 5/22/19 because our AC went out and we needed it repaired. It took two weeks before their one star vendor was able to come out and take a look. It was determined then that the evaporation coil and refrigerant needed to be replaced. The part was under warranty so First American did not need to cover the price of the part. They told me it would take between 7-10 business days to get the part. Two weeks later they called me to tell me that the wrong part was ordered and that it would take another 7-10 business days to get the right part. After talking to a claims specialist and a manager, I was told that they would try to get the part expedited because it was their fault for ordering the wrong part. A few days later I called to get a status and was told that they were waiting for a refurbished part to become available from their preferred vendor and that it could take a few more weeks. I decided to take matters into my own hands and called the company (Goodman) that the original part was warrantied under and they informed that the part was on the shelf and could be in my area within five days. I also found a four star vendor to perform the installation. I accomplished more in 30 minutes than they had accomplished in six weeks. First American issued a check for the part installation but refused to pay for the refrigerant. So basically they were going to leave me without a functioning AC unit. My family suffered at the hands of this company from May 22nd to July 10th during some of the very hottest weeks of summer. We also had to take time off from work on four separate occasions just to get a dripping shower faucet fixed on a different claim! Most of us purchase a home warranty to be protected from the unexpected and to know that someone is looking out for us in case something critical breaks down. This company is only worried about their profit margin and not their customers. In fact, there is even a “I hate First American Home Warranty Facebook Page” filled with stories just like mine. I will definitely not be renewing my subscription with them next month. If you would not hire a one star vendor to work on your home, then why would you pay a big company money to send out a one star subcontractor? Buyer Beware!
4 years ago
Nicole Cici Olive Branch, MS
DO NOT WASTE YOUR MONEY! I've had this company for over 7 years and each and every time I make a claim, there are so many problems. I found out from one of the contractors that FAHW tells the contractors to make minimal repairs. In other words, just put a bandaid on the problem and they'll call again. I've been without a refrigerator for a month. They offered to reimburse me $70 if I bought one. You can't even buy a mini fridge for that money. The temps are in the 3 digits here. I have nowhere to put milk, eggs, juice or anything else for my children. When I told the Customer Service Rep that this in unacceptable and I was going to cancel my contract, his response was "ok" as in, "ok, great, can't wait." I never received a call back that I requested from a supervisor. How can they call themselves a warranty company and let their customers go without the necessity of a refrigerator for a month? I'm cancelling and if I would have read the reviews when I bought my home over 7 years ago, I wouldn't have went with this company. Horrible service, worse customer service, not worth your money...let me add that the rate goes up every year and the service fee for service that gets worse.
4 years ago
Reply from First American Home Warranty
Hello Nicole,
We apologize for any inconvenience you may have experienced during the handling of your claim. Our records indicate your kitchen refrigerator was repaired on July 18, 2019. In addition, we waived your $75.00 service call fee in the interest of customer service. At this time, your claim is considered closed.
Thank you.
We apologize for any inconvenience you may have experienced during the handling of your claim. Our records indicate your kitchen refrigerator was repaired on July 18, 2019. In addition, we waived your $75.00 service call fee in the interest of customer service. At this time, your claim is considered closed.
Thank you.
Jul. 24th, 2019
Kristina S Mission Viejo, CA
Do yourself a favor and stay away from First American Home Warranty!
As a first time home buyer I'm incredibly disappointed with the services from this company. We called them to fix a leak in the bathroom. First they canceled the original appointment because they claimed that they had the wrong address. The appointment was reschedule to a few days later. When the day came, they called a few hours before schedule and tried to cancel it again saying that they were running behind. I mentioned that I had left work to open the house for their visit, and that I'd want them to come. Long story short, an "employee" named GERA showed up 3 hours later, he did not come in a work related vehicle and did not bring any tools with him. I met him outside the house and walked him inside to where the issue was (a continuous leak in our shower). Gera took a few photos (on his cell phone)of the shower and handed me a receipt stating that I owe $75.00 (cash only). I kindly told him that I do not mind paying but he did not service anything and that I wanted a work order made or service done before I pay. Gera did not state anything about what he or the company will do or let me know of any service that would be needed. He simply said that was okay and walked out of the house. I did not hear back from the company again. I, as a woman, thought that this was the most unusual service situation and was completely uncomfortable with his late hour, not work related car, no tools, and him asking for cash. I had to go outside the company and get the leak fixed by another outside company and paid my own money.
Later I received a call from First American stating that I had an outstanding balance for work the bathroom work that they claimed to have done themselves. After explaining the situation they demanded proof that I had gotten the service done by another company. After providing them with the information they requested, I was surprised to receive a letter from a collections agency requesting the payment. I also noticed that my case has moved from closed to re-opened without my knowledge.
This situation is ridiculous, I had to spend more money to get the bathroom serviced, and also my personal time on phone calls and sending emails to this company and they are still trying to charge me like they completed work at my house.
I would NEVER recommend this company to any friends/relatives, and it has dramatically shaken my belief in the "home insurance" market. One star is more than they deserve.
Get it together First American!!!
4 years ago
Mike Greensboro, NC
Three things to look out for. In my area they don’t have enough contractors, so you might have to wait several day to get Someone to come out and take a look at your problem. Once they diagnose the problem it may take 3 to 4 weeks to repair, if parts are needed. And when you’re waiting for a contractor, the window they give you maybe 8am in the morning to 6pm (Sears home Repairs) in the evening.
4 years ago
Ken San Bernardino, CA
I have had this warranty for two years now and this company has not done one positive thing. Or maybe their vendors that are sent out are poorly chosen. Each time something is wrong, a second opinion has to be sent for the issue or something isn't covered when it shows it is covered on the policy. Their customer service reps give different information depending on who you talk to and give horrible information. When you ask to have things noted on the account, it never is done correct or critical information is left off. I advise avoiding this company. What is the point of a warranty if nothing is covered or ever fixed, right?
4 years ago
Shanon Redondo Beach, CA
Terrible experience and customer service! Any other home warranty insurance has to be better. They will do everything in their power to not help you and to save a few bucks. We needed our range hood replaced as it was not functioning. The original contractor they sent could not locate the missing part and notified First American. First American then did nothing for the next month until we called to follow up. They then realized their error and asked us for the model number, which we provided along with photos and measurements. They spent several more weeks trying to locate the part without success, so finally agreed to provide us with a replacement. Once the replacement was delivered, they placed the responsibility on us to find a contractor to install it. However, they provided us with a budget that was less than half of all the quotes we were getting. After several more weeks arguing this point, they reluctantly agreed to cover the quote provided by the contractor. Once the contractor arrived, the installation required a few unexpected extra steps, so they were charging more. We called the insurance company, but they denied the extra charges! The problem is, without it, we can’t do the installation at all! So now, we have a brand new range hood uselessly sitting in its box in our hallway, since First American refuses to provide adequate funds to install it. Thus far, more than three months later, they have provided a completely useless service as our appliance is still broken. I would encourage all homeowners and real estate agents to purchase their home warranty through any other company, as this entire process has truly been a headache and a nightmare.
4 years ago
Tanya Roanoke, VA
Been a customer for over 13 years. Wouldn’t give 1 star if I didn’t have to. Scheduled an appointment to have my stove repaired. I was sent a work order saying that Sears would be repairing my stove on 7/12 between the hours of 8 and 5. Around 2:45 I hadn’t heard anything so I called to ask what time they would be here. I was told the appointment was for the 19th not the 12th as my work order plainly stated. I was YELLED at by two Sears employees when I insisted the appointment was in the 12th, and when I asked to speak to their supervisor....they hung up on me. I called back and asked the employee that answered to transfer me to a supervisor...which after 5 minutes of explaining to her all I wanted was a supervisor she finally transferred me. The only thing the supervisor did was make excuses for the two employees that were rude to me and refused to transfer me to her. Said that their technician would be out on the 19th. After explaining to her that I couldn’t afford to take yet another day off from work she said she didn’t know what to tell me. I asked for her email so I could send her a copy of the work order that I had plainly showing the date as the 12th. She told me she couldn’t give me her email.
I called First American....They called Sears....Issue still not resolved. Offered to reschedule appointment through Sears....After the way that I was treated Sears will never get any more of my business. I paid my monthly payment for insurance and I have never been late. When I told First American that I was canceling my policy because I refused to be treated that way by their contractor, they didn’t seem to care. I should be reimbursed for this months payment because my stove still isn’t fixed! Don’t waste your money! If you notice they only respond to the good reviews.....I will make sure to let every outlet of social media know just how they do business! Very dissatisfied customer!
4 years ago
Mark Ripon, CA
First and last claim with First American. Warranty came with house I purchased. Will not be renewing. Customer service is horrible. Technician dispatched to my home to fix a leaky bathtub faucet. Technician an hour late and reeked of smoke. When I called sub-contractor to ask why technician was late I was told that estimated time of arrival given is not accurate due to "our thing is broken. Technician did not even trouble shoot problem of leak, just told me we don't stock Kohler stuff we will need to order it. Order what? They never determined source of leak. Alerted Firs American of issue and they did nothing to resolve. In fact defended actions of their sub-contractor. Fixed myself for $25.00 less than First American service fee
4 years ago
Holly Greer, SC
If I could leave 0 stars, I would. My household has been without AC for 56 DAYS!!! And it's July, the HOTTEST days in South Carolina. We have been with First American for over 6 years and they have in no way been willing to help us or push along the contracting company to fix our AC. We have been on the phone trying to get help, with only them saying there isn't anything they can do, that WE have to contact the contracting company. Then when we do they're telling us that we have to contact home warranty.... HUGE communication problems!! We are fed up and once this AC is fixed, we are dropping them. Save your money and go somewhere else!!!
4 years ago
Michelle Pelzer, SC
Worst experience ever. Had the warranty with zero claims for 6 years. Filed one claim for a leaking coil in my air handler. Took over 3 months to have new air handler installed, but the company they sent to install the air handler unhooked the old one before realizing they had ordered the wrong sized unit. Then, turns out the new unit they ended up installing was incompatible with my compressor unit, causing the wiring to need to be rigged to have the thermostat hooked straight to the compressor for it to work. We went without AC in the middle of the summer for 2.5 weeks during all of this. New air handler also caused system to constantly hunt and starve the compressor unit for oil to where it started to run very loudly and caused my monthly power bill to increase by $40, on top of the $590 I had to pay to this first company to essentially break my AC. I told First American and they sent another company as a second opinion about the outdoor unit. The guy from that company only visibly looked at the unit and did not look at any wiring or line pressures or anything productive and only reported back “no mechanical problems” despite the fact that the system was rigged in a way that the heat wouldn’t work come winter. I contracted a third company on my own who wrote up a detailed explanation of the issue and sent it to First American, who then replied that since their pathetic second opinion said there was no mechanical problem, there was nothing they could do. So I now have had to spend over $3000 to fix the problem that their contractors created. Oh, but they did refund my $75 service fee for the headache.... needless to say, I no longer have First American. STAY AWAY FROM THIS COMPANY!!!
4 years ago
C Jones Sorrento, FL
I submitted a claim to First American Home Warranty for my A/C unit that was leaking inside my home . The service request was referred to a contractor, Total Air Services. They sent a technician to my home on 6/13/19. He inspected my A/C unit, and then charged my system, flushed and cleaned the lines for drainage, and cycled the system. He said that the problem was resolved. The issue returned on 6/30/19 when the leaking began again. I reopened the claim with First American as unresolved, and they sent Total Air Care Services back to my home again to address the issue. On 7/7/19, another technician came to my home. This technician arrived at my home without a uniform, no identification to prove he worked for Total Air Care, his body odor was so strong and offensive that the stench lingered in my home after he left. This technician stated that the issue was my Evaporation Coil, which would need to be removed-cleaned and inspected for leaks. He then said that it was not covered. I pulled out my First American policy that stated that the Evaporation Coil was covered. I declined moving forward with any work on the unit until I had the opportunity to speak with First American for clarification. I spoke with Maria from First American on 7/8/19, who stated that it would not be covered. She said that the policy does not cover routine maintenance. I told her that I did not submit a claim for routine maintenance, the coil was causing a leak and that since the coil is covered in the policy then the cost should be covered under my warranty. She said the contractor said it was routine maintenance and that there wasn't a leak. I told her that I had pictures of the leak that I showed to both technicians and the first technician took his own pictures of the leak as well. She kept stating that it was considered routine maintenance and not covered. I would have to pay for the maintenance of the coil. At no point, did Maria attempt to explain what exactly the evaporation coil is covered for under the policy, all she repeated was that it was considered maintenance and not covered. I pointed out to her that the first technician who came out did in fact perform maintenance on my unit when he came out to fix the leak- he inspected the unit, flushed the lines for drainage, vacuumed them out, cycled the system, added freon. Those are the same things that are done to my AC unit when I have regular maintenance done. Now that the part that is identified costs more money, they are now going to claim maintenance is not covered. I asked Maria to escalate my call to a supervisor, she transferred me, and I got the voicemail of the supervisor. I left a message, still no return call. I have also been assigned some type of claims rep, I am sure they will not call either. I have entered a complaint with the BBB, I encourage you all to do the same. If no resolution, I will be escalating further and exploring legal options. It appears from reading the complaints that this company and its substandard contractors spend the majority of their time looking for ways NOT to cover items, all while taking our premiums and service call fees.
4 years ago
Farhad Yamoutpour Escondido, CA
We recently purchased our house in February. The seller agreed to offer home warranty coverage for us, and we accepted. The dishwasher in our house is unique, it's a split dishwasher, instead of the usual one. We quickly noticed the dishwasher collects water on the bottom half of the machine since we only use the top half.
Long story short, I have paid two payments of $75 and after 5-6 technicians, FAHW refuses to replace my dishwasher. FAHW contracts with local companies (the cheapest)and those companies hire 1099 technicians with very limited English speaking skills. Not only I can't communicate to the technician what the exact problem is, but they also can't relay the problem on their report.
When you call First American Home Warranty, you can clearly tell the call center is not located in the United States.
4 years ago
Bryan Mandella Houston, TX
We have been faithful customers for a few years now and we never had a problem until today. We live in Houston,Tx and requested A/C repair. There was a LOT of miscommunication and after being hung up on twice (please refer to the recorded conversations on 7/9), we finally received substandard service from the service company after the promised timeframe of 1-6pm cst. The serviceman arrived late with NO explanation, and when I tried to call First American, I never got through to a supervisor. I merely stayed on hold for 20 minutes until my IPhone said call disconnected. American Home Shield might provide better customer service.
4 years ago
Michelle P. Laguna Niguel, CA
First american is a terrible warranty company! the house we purchased had to shut off the gas for termite repairs. When the gas company came to our house to turn it back on the water heater would not work. First American sent G&G Construction to take a look. When they came to my house, one guy was a grumpy old man with some high school looking kid that knew nothing. The old man came up with stupid reasons why our water heater wasn't working calling it "not normal wear and tear." However, the water heater is kept nicely in a closet and was in great condition otherwise and we had proof that it did work from the inspection. He continued to yell at us saying our gas was turned off, which we never turned it off because we ran the heater and stove. He claimed he was on our side and would do whatever he could to get the warranty to cover it. That was a lie since he told the warranty insurance it's not a covered service. My realtor knew an agent at First American named Rosie P. Supposedly she was going to send out a second opinion and was going to contact me. I never heard from anyone. When I tried to fight the bill and get a second opinion the company told me they don't do that. They ended up sending us to collections forcing us to pay the bill and I never received a second opinion. This company is only after your money and will not help.
4 years ago
jessica Milford, OH
Our warranty came with the home we purchased. For 38 days now we have been without AC! All contact has been made by us! Took 2 weeks from the initial contact to even get a response, because we called twice! Now fighting with FAHW and the contractor, because he is so overbooked it could still be weeks before they can get to us and the compressor is in limbo. Don't even get me started on what our out of pocket cost will be, especially since its suppose to be covered! Our house been well in the 90's and multiple health issues in our household. You would think they would offer better customer service and complete the service in a timely manner, with policy renewal coming up! Very dissatisfied with the customer service we have received majority of the time and the length of time. Do not waste your money or your time!
** imagine that a reply stating they’ll contact my husband and still no contact from their company. The AC guy is here today (7/8/19) finally because I emailed him personally. Again would never recommend this company to anyone. Maybe we were just an unlucky family, but regardless- 44 days without AC even though we have a warranty that covers it!
4 years ago
Kelley Murnen Hilliard, OH
Several issues with this company. First time we had to use them was when our basement flooded in the fall. We had 8 inches of standing water in our basement and when we called them, they said they’d send a contractor out on Monday. It was Thursday night. They offered zero guidance on what to do in an emergency situation and when we had our own contractor come out they refused to cover any of it. Also, they contractor that did finally call was a complete jerk. And then when our AC unit wasn’t working properly they said we should have it cleaned bc they don’t cover that, but would send a contractor just in case. The contractor came before the cleaner. He looked at our filter and said it could be replaced soon and then put coolant in our ac unit. He was here for maybe 10 minutes: When the other AC company came out to clean it they found a lot wrong with it, one thing being too much coolant was put into the AC unit. This company hires incompetent contractors, they really don’t cover much of anything and don’t help make a stressful situation better. Our realtor has stopped recommending, I can’t express enough to avoid this company.
4 years ago
Quinn Las Vegas, NV
I have been calling this company for 2 weeks now to try and get our AC fixed. I was told on July 1st that I would be receiving a call from a manager in 24-48 hours. The contractor from Chilly Willy's missed two scheduled appointments and when First American finally sent out a different contractor they told him that he could not do anything to the AC without approval from them. We have a 3 month old German Shepard as well as a 11 month old Service dog who had surgery the day of Chilly Willy's first missed appointment.
I called back again today, after having three separate people tell me I needed to wait for a manager's call back, and was informed that I needed to be transferred to the manager's voicemail machine to hear from them.
Our power bill for the month is almost triple the normal cost because the company has not sent a contractor out to fix the AC problems. The temperature rises in the house to above 85 at night and above 98 during the day with unreliable cooling that is dangerous to the two humans and the puppy and service dog in the house.
The customer service has been rude and inconsistent with the data they've given to me and the first supervisor that I spoke to refused to add the information that I provided him with to my file. This included the information on the service dog, the negligent contractor, the manager call request, and the reminder that I had already filed a complaint with contractor relations about Chilly Willy's services.
If you are looking for a reliable company with reliable contractors and helpful customer service I would strongly suggest looking elsewhere.
4 years ago
Albert Estrada Rancho Cucamonga, CA
Pool pump went out and they had the contractor come look at it and file the report. We got an email that they received the report and that the claim was approved. A couple of hours later we get a call telling us it was not approved. The caller could not explain why it said approved online and not on the callers system. When i asked to speak to supervisor they put us on hold and after waiting 30min we hung up and called back only to get the same bs explanation from the supervisor. They dont understand the coverage and cant explain anything. Horrible customer service. Horrible explanation of why claim was approved and then not approved. I will be cancelling my policy and going elsewhere.
4 years ago
Lori Sammamish, WA
Reading the reviews here, it is really sad to see that the only customer reviews American First Home Warranty acknowledges are the ones they like...which is consistent with their customer service. Bottom line, I bought the most comprehensive plan offered. I called about a problem with my disposal. FAHW charged me $75 and sent a plumber out who said there was nothing wrong, even though I had photos of the problem. The plumber was rushed, I didn't feel like a priority. Sometime around 3 - 4 weeks later (don't really know because I was on vacation), the disposer gave up the ghost and created a huge mess in my cabinet and on hardwood floors. I called again but was told because it was 30 days past the previous call and I would have to pay another $75 for a service call for the same problem I called about before! The plumber came out (different person from before) and replaced the disposal. First American would not reconsider the service fee for the second visit even though the problem was not fixed the first time. I feel cheated. When it is time to purchase a new home warranty, it will not be from First American. Too bad for them, and probably good for me, I was close to purchasing a warranty for my mother. I guess they did me a favor.
4 years ago
Reply from First American Home Warranty
Hi Lori. We appreciate your feedback and have resolved this matter. Thank you.
Jul. 10th, 2019
Disappointed in Florida Melbourne, FL
First let me say a 1 star is the lowest I can give them. They are AWFUL! Don’t waste your money. #1 We had main breaker issue and it took over 6 weeks to get it fixed they don’t have any contractor on our county so the contractor has to submit his licenses to my town. Contractor submitted to the county not the town. This cause delays. Then the contractor wasn’t staffed big enough to get to my job for weeks after license was finally submitted. Durning that’s 6 weeks we lost power on a daily basis. My kids sat in the heat cause they could not get the breaker back on.
#2. We live in Florida and our A/C went out. Again no contractor in our area. The closest one was in Jacksonville which is 3 hours away and the contractor couldn’t get to us for days. It is bull crap! #3. Our pool pump has went out it is late June. Again no local contractor. Could take over a week to repair. The warranty company is going to purchase what we need ship it to the contractor and they they will schedule the repair. My pool will be green. In a freaking week. And it is going to cost us $200 to get our pool back balanced once the pool is repair. THIS WARRANTY COMPANY IS A FREAKING JOKE. DONT WASTE YOUR MONEY.
4 years ago
APRIL FOSTER Orlando, FL
This company is a joke! We recently bought a house and now, 8 weeks into living there our garbage disposal is leaking. It wasn't leaking prior and this is a new development. They had the nerve to tell us it was pre-existing and that because we're a new policy the claim was denied! They even sent out two plumbers to check things and the 2nd one (today), called them to tell them that it needs replacing. They're response....tough luck! If I could give this policy back, I absolutely would!!!! The only thing that makes it worthwhile, is that I DIDN'T PAY FOR IT - it was a gift from our realtor. You can be sure I'll be calling my realtor and making sure he thins twice about "gifting" a policy to any new purchasers. They definitely do not appear as they advertise!!!! I would not recommend this company to ANYONE!!!!
4 years ago
Reply from First American Home Warranty
We appreciate your feedback and look forward to being able to address your concerns directly with you.
Jul. 3rd, 2019
Keith Gipson Beaverton, OR
Geez, how many of these five-stars are just their own people writing reviews?
I argued with them about covering stuff they're supposed to cover, but because I didn't talk with them first, forget it, nothing, nada, zip. I mean, my home owners insurance covered stuff after I paid for it, but these idiots demand right of telling you who to get to fix a leak at 9:00 at night? I didn't see that in the paperwork.
Then I tried to cancel the account, 'cause why pay for that? And first they said I didn't have an account when I had signed up, which was fine, that solved the problem. But then they charged me weeks later and I had to cancel again and now they're saying they're owed $50 in "administrative fees" 'cause it's in the contract in a 6-point font? That's besides the weeks of prorated money when I'd tried to cancel a month or more before.
4 years ago
Jarrett Zongker Clemmons, NC
In my dealings with First American Home Warranty, both the quality of the contractors they employ and their customer service are the worst. You would be better off setting aside the money you pay monthly into savings for your repairs.
This is my second AC claim this year and both have taken more than a month to work out. This time the contractor (Southern Services of Lexington) who came out refused to test the system. They reported it as a cleaning issue to First American who closed the ticket since that is a maintenance issue not covered by warranty. I know it is a Freon leak, since I have had to put Freon in every year. The contractors First American sent out have just put a little Freon in each summer and do not address my concerns about a leak. Well the service tech Tyler said I could clean it myself if I wanted. When I reported that I had cleaned the unit, the service company realizing they were not going to get an extra $190 from me changed their tune and told the warranty company it had to be chemically cleaned. That service cost $250 dollars. When I cried foul to First American they told me they had to go by their contractor's expertise. The same contractor that called the gas company on me because their tech smelled a leak... prior to the tech actually arriving.
So far, my dealings with customer service include a rep calling me to tell me my claim was denied, since they were told it was a cleaning issue, and when I tried to explain the situation talked over me to finish her script. Now I’ve been assigned resolution agent, Yanci G, but her extension goes straight to voicemail and she has yet to answer my emails. I have even notated updates on the ticket but I assume since it was denied, no one checks those. The one time Yanci called me, she said if I got a second opinion, pay for it out of pocket, and it turns out to not be a cleaning issue they would research if I could be reimbursed. Now that I have submitted an email with photographic proof the unit is not in the same state as Southern Services claims, and the work order from the out of service contractor showing low Freon it has been crickets.
4 years ago
Reply from First American Home Warranty
Hello Jarrett,
We apologize for any inconvenience you may have experienced during the handling of your claim. Our records indicate the evaporator coil was replaced on August 5, 2019. At this time, your claim is considered closed.
Thank you.
We apologize for any inconvenience you may have experienced during the handling of your claim. Our records indicate the evaporator coil was replaced on August 5, 2019. At this time, your claim is considered closed.
Thank you.
Aug. 7th, 2019
Pam Gutierrez Weslaco, TX
I had a gas leak in my home. It was diagnosed by the gas company as a major leak. They immediately cut off the gas service pending a plumber evaluation to locate and fix the problem within my home. An emergent claim was submitted to the company that same day, and the soonest available day for service was 5 days later. Now, seven days after the initial claim, First American has declined my claim. I was not notified of this until I contacted the plumber and was told by him that the claim was denied the day before. Upon calling once again to First American, a representative stated that the claim was denied because they themselves concluded that the gas leak is outside the walls of my home and they are not responsible for that. Neither the serviceman from the gas company nor the plumber concluded that the leak was outside of the home. I asked them to explain how the smell of gas was in the home and they could not. I asked them to explain how they came to this conclusion (after the First American contracted plumber who initially evaluated the problem by spraying soapy water on the pipes) did not detect a gas leak on the outside pipe and concluded it must be within the wall in his report. They simply said if you can provide us with proof that the gas leak is within the home we can look into it further. We decided to hire a plumber that is not affiliated with First American, and they immediately discovered the leak was inside, within the walls. When calling back to a customer representative and telling our story for the umpteenth time, they said that they had to send their own plumber again and would classify it as “emergent”. I explained that I have 2 young children that cry when I have bathe them in cold water and didn’t have another 5 days to wait for another evaluation. She said it wouldn’t take that long. When she received the invoice from this last plumber stating the problem was inside the home, as requested by her, the call was “lost”. This was the 3rd time in 2 days that the called was lost. We rented a hotel room for the first couple of days to bathe our children in warm water and have not been able to prepare any home cooked meals for the past week. This company has horrible customer service and does everything they can to put you on hold and dance around the issue. There is absolutely no sense of urgency on their part, ever. One lady even tried telling us that we didn’t renew our contract so we wouldn’t be able to submit a claim, which had already been submitted days before. Coincidentally, the auto payment had cleared that same day. She hung up on us as well when it was pointed out to her. Stay away from them if you value your home and family.
4 years ago
Anthony N Jowid Los Angeles, CA
First American Home Warranty and their service is very bad. I called regarding an HVAC issue, and it took the company a few weeks to locate a contractor to make a service visit. I had to call back to find out when one would arrive. Once a contractor arrived, he indicated he did not have the equipment to inspect/fix my issue. I was charged $75 for about a 5 minute visit. I also called FAHW regarding a plumbing issue. Explained to the customer service rep it was an exterior pipe issue. The contractor arrived and immediately informed me FAHW does not cover exteriors. I was charged $75. $150 charged for no work performed...both issues were explained on the phone to the FAHW service rep. Horrible experiences.
4 years ago
Steve Huffman, TX
The only reason they received one star is because there wasn't a choice for zero stars. Water heater went out. Service provider said I had to remove my AC ductwork, deck the attic and pay them $350 for non covered piping modifications. They offered to give me a cash out offer of $527.70 for heater and installation. The cheapest heater (same size and Btu) is $540.61. You get the bottom of the bottom on service providers because FAHW pays them peanuts which is what the surcharge actually is for. Only buy this warranty if you are on blood pressure medication and double it if you need to call them.
4 years ago
Karen M. Littleton, CO
If I could give ZERO stars to this company if I would! We purchased this warranty for our home a few months ago and what a mistake it was. After having our air conditioner stop working this past week, we had a company come out to repair it. They decided they couldn't repair it because the the air conditioner was too close to our home. Their solution was to take the wall out of our beautiful, expensive home. We contacted customer service to let them know this was not an option and it needed to be replaced. The representative was unprofessional and RUDE!! If you are thinking of paying for this warranty DO NOT DO IT!!! You will be throwing money away. I will be turning them into the attorney general in our state letting know that this company is a SCAM!!
4 years ago
Doricela San Diego, CA
I purchased First American Home Warranty when I closed my home escrow. Few months later my refrigerator broke down so I called them to make a claim, a month later my refrigerator is still not working because the company they hired wasn’t able to fix it. I called them to request another company for what they said they can’t because I am still under the first company warranty, I explained them that this is the third time I have to throw my food away because of that issue and they offered me to call a rental company and rent a refrigerator, I said sure go ahead and look for a company for me and have them deliver the refrigerator to my home, their response was that the rental service were not going to be covered under their warranty that I have to pay out of pocket.
This company is a joke, this does not make any sense at all, so I basically have to pay a rental company around $300 plus delivery! That’s just not right.
For those of you who are in the process of purchasing a home don’t ever buy this home warranty is just a waste of money.
4 years ago
Matt Salt Lake City, UT
This company has obviously not invested in training their employees the importance of customer service. Because of this, my wife and I have decided to cancel our warranty through them. We had an issue with the valves that come from the wall and connect to the washing machine. The valves coming from the wall busted causing water damage in our basement ceiling and ruining the tile floor (the damage is not covered, we understood that). We called and they sent a technician out a technician after a week of not being able to use the washer. The technician apparently thought he was there to coach me on how to do my own home repairs. He did not fix the leak, informed me that I needed to go to an ace or home depot, buy the parts and that it was "easy" to fix. (If I was comfortable fixing plumbing or other issues I would probably not invest in a home warranty). He said he didn't have the parts to
repair it and left. Confused, I called the home warranty people, they said it was covered under the warranty and sent the same tech back out. No one informed me of this. He called while I was out running errands. He left me a message stating that he couldn't get a hold of me so he went ahead and LEFT the parts I needed on the the door steps and said "I hope you can figure it out." At this point I became frustrated and called the home warranty back. They wanted to send the SAME tech back out. I refused and stated that it was unacceptable. That the tech they sent before was incompetent and I would not allow them back. I then asked to hear what exactly i had covered. Upon review, they had not given my wife and I all we had been promised when we signed up. The "supervisor", Anthony R, said that we must have misunderstood them and that it was our fault we didn't have the coverage we
thought we should of had. We told him to listen to the recording of the conversation when we signed up. My wife asked for an apology for accusing us of making the mistakes and all of the time we had wasted calling them. He refused to make an apology. He called back later just to tell us my wife had made an assumption about what was covered. I then asked him to listen to the recording of our conversation and to transfer me to his manager, he refused. At this point I became extremely upset and Anthony then hung up on me. Anthony R then later called back stating that they had made a mistake and that they would refund us the service fee and send out an emergency technician (still no apology). Sorry Anthony, but my wife and I are too far gone. We have sent in the cancelation request and will be taking our business and yearly renewal to a different company. You have lost a member for life
We will also be telling all of our friends (my wife and I are young adults in our late 20s with lots of friends looking to by homes) to stay away from your company. We will also be telling our story to all of our realtor friends, asking that they not recomend you to their clients. My wife was also making calls and had a similar encounter with another customer service representative who was very rude and basically refused to transfer her to the supervisor or the cancellations department. Once he finally agreed to allow her to speak to a supervisor he put her on hold for ten minutes just to return and say no supervisors were available. He honestly didn't care that we were canceling or wanted to look for ways to help. Awful, awful company and we are just hoping to get a refund.
4 years ago
Alyssa Espinoza Azusa, CA
I only made one claim and it was handled very poorly, would never renew or recommend this company. They fix one issue only to create another and would not fix the second issue because we can’t prove that they caused it. The company we were forced to use was very unprofessional and rude, hard to get a hold of and took over a month to get to the house and fix our heater, they claimed to replace the whole unit then 5 months later when the unit stopped working again they said they couldn’t do anything since we were no longer with the home warranty company, and home warranty was of no help, they caused more problems then they solved, why would I ever renew their service, definitely do not recommend this home warranty company
4 years ago
Bryan Barber Houston, TX
This warranty company does not care about their customers AT ALL!! And they are straight up liars. Our dishwasher has been broken for 3 months now and they still refuse to do the cost comparison to give us a new one. The dishwasher is over 20 years old and is just falling apart and they have sent someone out to look at it 6 different times now. The appliance people coming to work on it keep saying that we just need a new one because they don't even make the parts to fix it anymore, and so we call the warranty people and they lie to us and tell us that it's the appliance team's fault and that we don't need a new one... We have been out of a dishwasher for 3 months and they refuse to do anything besides sending someone out to tell us we need a new one and then we report back and they send someone back out to tell us we need a new one and it's this continuous, frustrating cycle. Don't waste your money and time with the First American Home Warranty company!
4 years ago
Raymond Mariani Gold Canyon, AZ
had a drain leak that was accessible from outside wall. contractor sent out by FAHW was incompetent and appeared to have a connection with a local restoration company, as he indicated on his initial findings that the bathroom vanity needed to be taken out to access the leak. as a result, we received conflicting coverage details from FAHW claims resolution reps. this went on for days, we became frustrated and finally contacted a local plumbing outfit that correctly assessed/fixed the problem if a fellow from anytime home services shows up at your door, do not let him in. the warranty is not worth the paper that its written on.
4 years ago
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.
4 years ago
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!!
4 years ago
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.
4 years ago
