Name: First American Home Warranty
Rating: 3.7

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Julia Phoenix, AZ

I had a terrible experience with First American. Their system frequently drops calls, their customer service representatives told me multiple conflicting things about coverage (and exceptions to it), and the contractors they have partnered with are just as unresponsive. I never write reviews, but after a month of back-and-forth and literally the worst customer service I have ever experienced, I want to make it clear to anyone looking for a home warranty--do yourself a huge favor and look elsewhere.

4 years ago

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JOCELIN GIBBS Clayton, NC

This company pretends to be willing to cover the services they provide however the contractor never makes it to your home. I still have a pending service request from 2 weeks ago and every time I call they never have a note or reference of the appointments or prior call. I'm glad the seller provided this service because there is no way I would pay for them. The customer service reps are rude and unprofessional. They rush you or hang up on you. In my opinion they are a scam they have yet to provide a service. If I could give lower than 1 star I would.

4 years ago

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isaac kawa La Quinta, CA

Long Story short; After buying my home this year I tookik their insurance with almost only one item covered which is the A/C. I paid for that 600 per year, the A/C broke down and they are telling me that only part of it is insured and I still have to pay 700. So to take your money they are great but once they have to pay, they re not here anymore.If my complain is not handled quickly I will write a review everywhere so that word goes out

4 years ago

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Sandy Fresno, CA

I have had policies with First American for 20 years totaling more than 20K in premiums, a ceiling fan was only running on the lowest speed and when the technician called in to the Claims dept. to get permission to repair or replace this fan he was told that there is no mechanical failure and the fan is still working meanwhile this is summer in Fresno where temp rises about 100 deg.. I bought a new ceiling fan and paid the installer to replace it, so much for the home warranty. I am seriously considering if I wasted money all these years.

4 years ago

Reply from First American Home Warranty

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

May. 14th, 2019

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Nancy Canyon Country, CA

I've been a customer since I purchased my home in 1997. They were great up until last year where all my three claims were denied for different issues. FAHW has received over $20K of my money in all these years for minimal fixes "plus" the service fees paid to technicians. I'm not sure if there's been a change in management but they have seen the last of my business. I've cancelled my service agreement.

4 years ago

Reply from First American Home Warranty

We have reached out to the consumer directly.

Apr. 29th, 2019

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John ward Alpharetta, GA

I'm definitely not recommend to peoples to buy home warranty with First American home warranty. They are horrible service and you week and week long to respond your request for service, I did claim for my refrigerator not cool and wait for a week they send some one in and they find the problem report to home warranty and wait for another week they send some one in look it and order parts. You have to wait for a month to get it done what you do with your food? Bad and bad horrible and horrible.....

5 years ago

Reply from First American Home Warranty

We have reached out to the consumer directly to assist with resolution.

Apr. 26th, 2019

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Daniel Hayes Apex, NC

I have multiple properties and they can't get the work orders Facilitated to the right property. Not to mention their contractors are charging more than double what the cost of the repair is to the customers and take much longer to get the repairs done. You can pick up a phone book or search online for for someone else and get it done cheaper and faster.

5 years ago

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Carol San Carlos, CA

When I purchased my house the sellers provided a warranty with first American. After the first year I continued to pay on the policy. One day I woke up to a hardwood kitchen floor covered in water. The water in the fridge leaked. I called first American and wouldn’t you know they didn’t cover the fridge. They claimed they covered all the other appliances. Really? In the policy it did not say fridge was excluded. They never covered a thing. Total waste. I would NOT recommend this company.

5 years ago

Reply from First American Home Warranty

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

May. 16th, 2019

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Eden Memphis, TN

When my sink was messed up, it took them 3 weeks to get out. Then, after coming out, they had to order a part. 3 more weeks. Then came to install and had the wrong part ordered. I either had to wait or go buy my own. They said the one coming would be no where near as nice so I got my own. Then yesterday, they charged a card 3 times that should not have been on file. I used it to pay a service fee in December. They charged it in April. 3 times. Took 2hrs on the phone. An hour 2 days in a row to get it refunded.

5 years ago

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Lori Lubbock, TX

Not even worth one star but have to put that. FRAUDS!! You are better off saving your $62 a month on your own. They make up B/S so that they are not responsible for covering your claims. Their favorite word is “denied” and they use any excuse to deny you repairs and and especially replacements. I have waisted years of monthly payments to this crap company! DONT WAIST YOUR MONEY!!!!!

5 years ago

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Nancy Wake Forest, NC

Terrible customer service. Had coverage for our well and of course they said it wasn’t covered. Then $750.00 later they now want me to pay them a $75.00 service call. I called and told them at no time have I ever paid them directly and should go back to vendor that did the work. They said that I am liable for the payment . Horrible customer service. I will not renew my policy.

5 years ago

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Ohio Homeowners Bowling Green, OH

The services that they provide are so limited as to be useless. Nothing that you'd really need to be covered is actually covered by their technicians. They send people from out of town to look at something and then tell you they can't fix it. So you wind up having to call your own local repair folks anyway. Giant waste of time and money. Would not recommend.

5 years ago

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Melia Keller

The warranty had me pay $2,400 for heater repair and warrantied the work for only 30 days. No working heater and now out $2,400 for the their lousy work. They cited their fine print policy when denying to assist me in getting it working again. I had multiple issues with this company ranging from repairman no shows to double billing. Run hard and fast away from this warranty company.

5 years ago

Reply from First American Home Warranty

Hello Melia,

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

Thank you.

Mar. 25th, 2019

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Soyyoy09 Riverside, CA

The worst experience I've had as a home owner of over 10 years. I've been dealing with First American Home Warranty for 5 months for one service fee for my above ground spa. They sent out 2 different contractors that told us they can not provide any service as they don't work on above ground spas. (on our claim it was clearly stated was an above ground spa) We are still required to pay the service fee even though the contractors wouldn't help us in any way and they no showed more than 3 times. All I can say is stay away from this company!

5 years ago

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Jeff Merced, CA

SCAM! Purchased warranty and paid extra for Pool Equipment coverage. My timer shorted out and they denied the claim. Confirmed coverage for timers, circuit boards, and electrical. They denied the claim stating the Intermatic Timer was a "zone controller". I do not have zones, this is a pump on/off timer. After 20 days of dispute I paid a vendor out of pocket because my pool started getting cloudy.

5 years ago

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Brad El Paso, TX

This company is terrible. Their rates are only slightly better than the competition, but all they do is take your money and expect you to work out the rest. Whenever you come to them with any kind of issue or contractor complaint, they tell you that it's not their problem. If you schedule an emergency work order (like a busted pipe), they'll take 4+ to even respond to it. Then when they do, they'll schedule appointments with the contractor without talking to you, and tell you that you have to skip your work events to make time for them. Horrible customer service.

5 years ago

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Anita Konow Roseville, CA

I called to have a plumber come out to repair a leak. He showed up, looked at the leak and left. He said he would get back to us. He never did. I made numerous phone calls to the plumber, he never returned any calls and never came back to do the repair work. Yet, I am being threatened by First American to pay the $75 fee for repairs????? Really? No work was done. I have made numerous calls to First American and have been treated rudely. I will not be renewing

5 years ago

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Martin Nocera Carlsbad, CA

If I could rate zero stars, I would. I had a broken garage door torsion spring. I paid the $75 deductible for the broken spring to be fixed and another $75 to replace the other working spring, because this is highly recommended as the old working spring is likely to fail soon after. If protocol is to replace both springs, why am I paying two deductibles. I could have bought both springs for $60 shipped to my house and completed the work in 45 minutes. It took the technician about 15 minutes to do the whole job. What a racket.

5 years ago

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Steve Smith Garland, TX

Just purchased a 10 year old home. We got the First American Home Warranty to protect ourselves and within a few months, the microwave handle broke. My very small, wife opened it one day and it broke from the bottom. Not by force, no one was abusing it. First american denyed our claim as "the microwave handle is purely cosmetic and can be opened in alternate ways." i.e stick your hand under the microwave and pry it open from the crack. This is not a joke, this is not fake. Stay far away from this company. They will do what ever it takes to keep their money.

5 years ago

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Rishawn Kennesaw, GA

I asked them to fix a leak under the sink in my main bathroom, they sent a "plumber" that could not determine where the leak was coming from, he claimed the job was finished after he tightened the connection with the pipeline in the wall. Still had leaking issues called them back multiple times but they said that it might be my faucet leaking and they don't cover faucets. So they still charged me 75 dollars but we still have a leak under the sink.

5 years ago

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Fumiko Fisher-Fosdick San Bernardino, CA

I am not renewing my policy with First American H.W. after 17 years! The service is bad when you really need someone. They send low level workers who doesn’t care . The electrician fixed the breaker with wrong way. We were lucky that house did not burn down before we called someone local by myself . They tell the worker not to tell the customer that the replacement is needed. So the worker only fixes temporary that only last 1 day. Do not waste your money.

5 years ago

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John Galveston, TX

This company doesn't honor their contract with the homeowner. They breach their contract with the homeowner. They won't replace or repair a broken appliance and their reason is nowhere in the contract as being a valid reason to deny a claim. In fact, our contract stipulates that the appliance be repaired or replaced based on the part that is broken, however they will not abide by the contract. They have terrible customer service and terrible business practices.

5 years ago

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Becky C Cabot, AR

There was a home warranty on a home that we purchased. We decided to keep it just in case. Our a/c went out and it was 98 degrees outside. We were told it would be 4-5 days before they could get to it. I’m disabled now and I was disabled then , in which I stayed home. I told them to cram it and cancel the warranty. Thank goodness we had only made one payment.

5 years ago

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Noemi Sandoval Sanger, CA

I had this home warranty for two years and it was not worth it at all! It was a waste. Something as simple as a drawer in my fridge they wouldn’t replace. I had extra insurance on extra appliances but nothing it’s really cover. Even when replacing something it’s the cheapest material. The contractors they use have the worst customer service. You don’t have this home warranty? Good!

5 years ago

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David Leavitt Nokomis, FL

I have had dealings with First American Warranty several times in the last ten years..I'm am highly disappointed in their customer service and claim settlement...their service reps are confused and sometimes difficult to understand..three sets of broken administrative promises were made to me for claim settlement and each time they where bungled! When I asked to speak to a supervisor to outline my customer experience, she brushed me off in a disinterred manner, then talked over me and hung up on my call..very rude and unprofessional! David Leavitt. Florida

5 years ago

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Scott Scherff Shelbyville, KY

Terrible customer service. Does not get back to you with regards to questions. Gives you the run around on repairs and was unable to get contractors out to fix my water heater or air conditioner. My furnance went out and they sent someone to repair or replace. It's a replacement but now they want 882 for modifications. Cool... But what modifications and why? No answer. I got my answers though through American Shield... The same day I asked. First American is still avoiding and its been 2 weeks.

5 years ago

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Ashley B Katy, TX

Have been waiting 6 weeks for a microwave repair under Home Warranty. Multiple excuses that part can not be located. Filed repair request 6 weeks ago for an inoperable microwave. The repairman came said he had to order part returned with part Sept 28 microwave would not work said he needed a different part. Still waiting for that different part. Calls to the contractor and First American have gone unanswered. Calls to customer service are never returned or endless wait and hang up. Worst Home owners warranty I have ever had,

5 years ago

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Elijah Kariuki Maryville, TN

Make sure you read the fine print on the agreement. If they had a zero or less would reflect my actual rating of the company. Most new homes have tile and grout in the bathrooms and kitchen, but more specifically the bathroom is where you will have a leak... A major leak. If you are in the majority like I am and have a newly remodeled or upgraded new home then you more than likely have tile in the bathroom...THEY WILL NOT COVER ANY LEAKS IN THE BATHROOM... if they have to work around tile.

5 years ago

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Sherrill G. Norcross, GA

I had an issue with my refrigerator I called a technician came out. The technician told First American my kitchen floor wasn't level which is why the it was not working and based on the technician say they refused to do the repair. I questioned what the floor level had to do with it they would not answer. I cancelled the contract immediately. I had been with them 3 years prior to that. NEVER AGAIN!!!!

5 years ago

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manuel g dinovitzer Encino, CA

I thought AHS was bad, but First America is 100% worse. I had 2 calls in one years, plumbing the first, the repairman never shows up, and he entered as a completed, took me 2 months to get the 2nd repairman to come in. The refrigerator stopped working after 10 years, they sent a repair person that tells me is a missing part, OK, who took the part? the repairman???

5 years ago

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Carrie Conway Burlington, NC

I have been waiting for our AC units to be fixed properly since May the 15th. We are in NC and it’s been 85-90 here. They have sent the same company out twice and both times they leave without the issue being resolved so here we sit in a hot house for 5+ weeks! My electric bill went from $120 to $350 since the AC is running nonstop. What a joke!!!!!

5 years ago

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Gina Washington, DC

This company is in serious need for knowledgeable people. Every time you contact them each person acts as if they can't locate your file, on a few occasions they've contact a vendor who does exist anymore. I would not recommend this company to anyone who owns a home. We have been dealing with a HVAC problem since January and it is now June, and they still are giving us the run around with the same vendor.

5 years ago

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Johnean Smith Moore, SC

They are very unprofessional they do not protect single women. They dispatched contract workers to the homes of single women after work hours. They discriminate on basis of mannerisms discriminating against the disabled. They make fun of the costumers laugh and act childish and play discipline games. They had me go without air conditioning for approximately three weeks due to their own wrong choices. Contracting companies with only one star and acting like everything is the other companies fault. When had I paid out of pocket I would have had air in only a few days.

5 years ago

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Johnean Smith Moore, SC

First American has horrible customer service and they discriminate against the disabled. They are cold hearted and sinful. They compromise my health and well-being for a few laughs and jokes they are childish and uncompromising, I was without air conditioning for close to a month which was covered under my warranty. They sent a dispatch to my home after hours. When I leave this site I am going to report them to the BBB.

5 years ago

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Sally Scott North Myrtle Beach, SC

We placed a claim for our A/C unit on a Thursday. The contractor that was assigned could not even put us on his schedule until Wednesday of the next week. As this was the middle of the summer, we had to call someone else and they came the next day. I placed a call this week on Wednesday. They assigned a contractor that is over 2 hours away. When I tried to call them, the number was disconnected. I contacted First American about it and was told that the company knew the coverage area and would be in contact with me. They could care less. I will be changing warranty companies asap.

6 years ago

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Meghan Smith Louisville, KY

If I could give this company less than one star I would. We’ve been without electricity now for a week and they haven’t been able to even get anyone out here. They’ve “contracted” two different companies with people that never bothered to show up. My husband took off work multiple times as well as myself to get an electrician here and we still haven’t seen anyone. We will definitely not be renewing our home warranty with these people. They are the absolute worst.

6 years ago

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Sukumar GA

This warranty company is under new management and this new management is in the habit of avoiding to fix the repairs. When they see that the claim involves a expensive repairs, their representatives show the aptitude "If you are not happy, you can leave". Really bad experience. Its better to not have a warranty that to have warranty of such crooks.

6 years ago

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Bryce Coonce

The company has it's good qualities and its bad ones. They are not fast to send people out and have an "approved list" of parts and places to get parts. This means your system is down if the part takes a while to ship. Even if you can go get it at the store right now, they won't allow it. Customer service is better than others though.

1 year ago

Reply from First American Home Warranty

Bryce, Thank you for your comments. We are disappointed to hear that you have experienced a delay with a claim. We have a process when evaluating and determining an outcome for our customers, and do our best to keep this process moving forward until resolved. We look forward to providing you great service in the future.

Feb. 27th, 2023

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gricel valdez Yuma, AZ

I had this company when I first bought my house. Never had a claim. 2 years onto the program protection my pool pump went. No problem I thought. I paid all my premiums on time. I have the extra pool protection I should be covered right? Well I was covered BUT they had to send there service guy who was backed up for a week. I asked was there anyone else they could send. The answer was no. Dead of summer and no pump. How green do you think my pool turned? The service guy came out almost a week later. Authorized the pump but told me he couldn't get a pump for 6 weeks! By the time I got my pump I had to drain the pool, replace the filter and eventually replaster the pool because of the damage done by the algae. This company cost me thousands because they only used one pool service company out of 50 or so. Was it covered? Yes. Was it worth it ? No.

1 year ago

Reply from First American Home Warranty

7/11/2022 Update:
Hello Gricel,

Thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process. First American’s records indicate that on May 8, 2019, you placed a claim for your pool pump went out, algae went into the filter, backwashed into the pool and the pump is too strong. On June 7, 2019, contractor Green Valley Pool & Patio of Yuma LLC (Green Valley) completed all necessary repairs. On June 12, 2019, you confirmed the repairs completed and no additional failures reported. Please be advised, the company is not responsible for any secondary damages. You may refer to your warranty contract, Limits of Liability Number Five, which states:

“COMPANY IS NOT RESPONSIBLE FOR CONSEQUENTIAL, INCIDENTAL, EMOTIONAL DISTRESS, PAIN OR SUFFERING, TORT OR EXEMPLARY DAMAGES, SECONDARY DAMAGE, LOSS RESULTING FROM THE MALFUNCTION OF ANY ITEM, OR A CONTRACTOR’S DELAY OR NEGLECT IN PROVIDING, OR FAILING TO PROVIDE, REPAIR OR REPLACEMENT OF AN ITEM.”

First American considers this claim closed.
Thank you,

Jul. 11th, 2022

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Sade b Oklahoma City, OK

First american home warranty is a great company! I use to have a warranty with them and their customer service was great! They helped with any service i needed

2 years ago

Reply from First American Home Warranty

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

Oct. 28th, 2021

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Lisa Hochstetler San Marcos, TX

I have purchased 2 warranties and they have worked well. I have used them 4 times for the Hvac and they were prompt and efficient. I have had no issues with this company.

2 years ago Edited January 10, 2024

Reply from First American Home Warranty

Lisa, Thanks so much for sharing your great feedback with us regarding your recent services. We are thrilled to hear that you would recommend us! We look forward to being there for you, should you ever need us again.

Oct. 28th, 2021

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Sandra

I like the service . When I need a repair they handle it right away.

8 months ago

Reply from First American Home Warranty

Sandra, Thank you for your review! It is great to know that your claim was handled promptly. We look forward to being there for you, should you ever need us again.

Aug. 25th, 2023

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Torri Jackson, TN

Amazing customer service and fast turnaround to resolve issues.

8 months ago

Reply from First American Home Warranty

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

Aug. 25th, 2023

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Verified Customer

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Kiser Simpsonville, SC

They get anything insured taken care of.

1 year ago

Reply from First American Home Warranty

Kiser, We appreciate your five star review!

Dec. 29th, 2022

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Verified Customer

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John cataen Kingsport, TN

Dependable, and provide outstanding service

1 year ago

Reply from First American Home Warranty

John, Thank you for sharing your awesome review with us!

Dec. 29th, 2022

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Verified Customer

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Narayanan Rajagopalan Corona, CA

They have provided good service and are very reliable

1 year ago

Reply from First American Home Warranty

Narayanan, We appreciate you taking the time to share your experience with us!

Dec. 29th, 2022

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Verified Customer

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Judy Myer Charleston, WV

They are quick to find specialist and reasonable

1 year ago

Reply from First American Home Warranty

Judy, We appreciate your five star review!

Dec. 29th, 2022

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Verified Customer

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Jane Northrup Santa Maria, CA

They have always been professional and helpful!!

1 year ago

Reply from First American Home Warranty

Jane, Thank you for your review! It is wonderful to know that you have been provided great service.

Dec. 19th, 2022

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Verified Customer

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Lori Carpenter Salem, IN

Outstanding service and claims completion

1 year ago

Reply from First American Home Warranty

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

Dec. 19th, 2022

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Verified Customer

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Sandy Murphy Tomball, TX

All repairs needed have been completed in a timely manner.

1 year ago

Reply from First American Home Warranty

Sandy, Thank you for taking a moment to share your review! It is awesome to know that we have been able to promptly resolve your claims. We look forward to providing you great service in the future.

Dec. 19th, 2022