Name: First American Home Warranty
Rating: 4.3

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Ronald Beal Austin, TX

my central air conditioner had a freon leak and needed several pounds of R-12, which is no longer made. The A/C company charged up the system, but did not find the leak. Technician said that probably the inside coil, but the warranty would not pay for a permanent fix and it would be so expensive that i should replace the entire system. this is not a warranty.

1 year ago

Reply from First American Home Warranty

Hello Ronald. First American apologizes for any inconvenience you may have experienced during the handling of your claim. According to our records, you placed a claim on August 20, 2022, for your air conditioning not working properly. First American dispatched EMS HVAC LLC, who reported adjusting the pressures on your air conditioning system, completing repairs the same day. The contractor’s work is warrantied for 30-days. You can refer to your home warranty contract under Customer Service number two, which states:

“Contract holder pays the $85 service call fee for each separate trade call. Trade call means each visit by an approved Contractor, unless multiple visits are required to remedy the same problem. Persons dispatched for trade calls are independent contractors, not agents or employees of the Company. Company warrants Contractor’s work for 30 days. If the Item fails outside this time period, an additional service call fee will be charged. Failure to pay the service call fee may delay processing of future claims.”

If you are experiencing a failure a new claim would need to be placed, you can call us or place it online.

First American considers this claim closed.

Sep. 29th, 2022

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Diana Gregory Magalia, CA

I appreciate having a one-stop shop for all things that can go wrong; and having a set amount to pay.I do think that the annual fee is steep - especially since it cannot be split over the year (this year being very bad with my insurance dropping me).And I live in a place where it is difficult to find repair folks, so I have had to actually spend my own time finding people - and then would have to go through somehoops to get their services covered. I think If I'm doing the work, I should at least have the service charge refunded.

1 year ago

Reply from First American Home Warranty

Diana, Thank you for being a valued customer. It is great to know that we have been able to be there for you when things go wrong. We also appreciate all feedback received, as it allows us to see if there is a need for improvement in any area of our service.

Oct. 3rd, 2022

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Cindy Hot Springs Village, AR

Good response to service calls but when my A/C needed repair the first person who came to my house had absolutely no idea what he was doing. I had to kick him out of my house. Second one was good. Took a very long time to get replacement items but there were a lot of supply issues. Very happy with the final resolution.

2 years ago

Reply from First American Home Warranty

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

Sep. 2nd, 2022

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Terry Meeks Helendale, CA

When you have to wait, 3 weeks with no AC, AND YOUR INS. LOW BALL YOU, KNOWING THAT THEIR COST IS NOT THE SAME AS YOUR COST, AND YOU HAVE TO BUY SOMETHING TO HELP YOURSELF WHILE YOU WAIT ON THEM, THE CONTRACTOR THEY HIRE, GIVES YOU GUYS A BREAK, AND THEY KNOW WHAT YOU GUYS ARE WILLING TO PAY FOR, THEY KNOW THEY CAN CHARGE BY HOW THEY WRITE THE REPORT, NOW YOUR COST IS 3 TIMES WHAT YOU GUYS ARE GOING TO PAY OUT, I WAS HUNG UP ON, 3 TIMES, waited for hours at a time just to get to the right people. I had to beg for some kind of help with money to BUY portable AC. 100 DEGREES IN MY HOUSE FOR 3 WEEKS, ELDERLY MAN, WITH HEATH CONDITIONS. LOOKING FOR WAYS NOT TO PAY OR HELP. THIS IS NOT A WATER HEATER, OR SMALL APPLIANCES, THIS situation is well being, and heath. So disappointed in a company I had for 10 years, and only use it maybe 3 times, it went from 35 to 60, in that time period, and 75 to 89 on a service call, loyalty doesn't count here, the first contractor, talk to me like I had a tail, disrespectful, and should have seen the contract they wanted me to sign, you need to check your people, you hire for your customers, oh it's what best for your company. Not clients

2 years ago

Reply from First American Home Warranty

Hello Terry,
We apologize for any inconvenience you may have experienced during the handling of your claim and 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. Our records indicate you placed a claim on August 5, 2022, for your air conditioner not cooling. We dispatched contractor, Diversified Mechanical Service, who reported the failure was caused by interval valves, compressor puncture and defective related conductors. Diversified Mechanical Service recommended replacing the compressor with non-covered costs to complete repairs in the amount of $355.00, which included the cost of refrigerant circuit clean out, induce high pressure nitrogen, and complete vacuum. You accepted the non-covered costs, and we ordered the replacement compressor on August 29, 2022.
On September 7, 2022, we confirmed that an appointment to complete the replacement of your compressor has been scheduled for September 14, 2022. We consider this claim pending. Thank you.

Sep. 7th, 2022

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Cheryl & Jack Hartin Grants Pass, OR

We've dealt with other warranty companies in the past - slow responses, higher fees, and overall poor performance. We've been very happy with First American and the technicians they've sent.

2 years ago

Reply from First American Home Warranty

Cheryl & Jack, Thank you for taking the time to share your five star review with us! We know how many choices you have when deciding on a home warranty company, and we are glad you chose us.

Aug. 26th, 2022

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Theresa Diaz-Ramos Seguin, TX

We call twice for issue and both times they were resolved within hours. Technician came out and took care of problems. Also the technician also gave us advice for future references.

2 years ago

Reply from First American Home Warranty

Theresa, Thanks so much for sharing your feedback with us regarding your recent services! It is great to know that we were able to have this resolved for you so quickly. We look forward to being there for you, should you ever need us again.

Aug. 19th, 2022

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Don

Generally good but often problems with assigned contractors and with the two major issues I've had, I had to replace items at my own expense, while First American did pay a portion, it was not a large portion. Seems there is always a loophole that prevents them from replacing anything (AC/HVAC or Water Heater) when it goes down.

2 years ago Edited August 18, 2022

Reply from First American Home Warranty

Don, Thank you for sharing your experience with us! We appreciate your patience with the contractor as they work through their appointments. We look forward to being there for you, should you ever need us again.

Aug. 19th, 2022

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Sarah Rea Livonia, MI

Generally very responsive to problems and has provided us with good coverage for a couple major appliances. Had a little difficulty getting reimbursed quickly and had to wait on hold for an hour to speak to someone. But we are still pleased with the coverage.

2 years ago

Reply from First American Home Warranty

Sarah, We appreciate you taking a moment to share your review with us! We will continue to be here for you should you need us in the future.

Aug. 19th, 2022

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Marqui Jackson Glendale, CA

The contractors are hit or miss. Sometimes they're really good and correctly identify the problem, other times they don't And it's concern that First American continues to work with contractors who have poor reviews and history of bad customer service. And recently, I called to have another contractor assigned to my claim but was told there were no other options.

2 years ago

Reply from First American Home Warranty

Hello Marqui,
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. Our records indicate you placed a claim on July 26, 2022 for your dishwasher not functioning properly. We dispatched contractor, Ukon Appliance Repair Inc. (Ukon Appliance), to diagnose the failure.
On August 8, 2022, you reported to us that you wished to cancel this claim as service as no longer needed for your dishwasher. We have honored your request and as such consider this claim closed.
Thank you.

Aug. 9th, 2022

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Leslie Dunbar, WV

It's a fight because they give me all the information I need and they the people that needs to work on whatever I need in my home they call me back quickly that's why I like first American home warranty

2 years ago

Reply from First American Home Warranty

Leslie, Thanks so much for taking the time to share your experience with us!

Jul. 28th, 2022

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Robin & Anne Kirkland

It's been a long wait, 3 companies in for replacing my AC Unit. Sweltering heat in the 100s. At the least they refunded $300 of the $700 we had to spend on AC Portable Units only 2. My home is 2,000+ sq ft. One in master and one in Living room. Not doing any cooling at all. 80-90* in the house in the afternoon till lat in the evening. I've begged to get the Unit installed. Almost 2 months later no new Unit!

2 years ago

Reply from First American Home Warranty

7/20/2022 Update:

Hello Robin and Anne,

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. At this time, our records indicate that First American is awaiting the outside contractor to provide with their diagnosis/recommendation and estimate to complete. First American will review and authorize covered repair/replacement once the information is received. First American will keep you updated.

First American considers this claim pending.

Thank you,

Jul. 22nd, 2022

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David Connelly Claremont, CA

I feel that the coverages are too vague and too many exclusions result in my 3 star rating. I had an issue as soon as I moved in where I saw water leaking from the pipe but because it was located right outside of my backyard, I was told it was not a covered issue. Since I had no other claim experience, I am not sure if there will be numerous exclusions that would deem my warranty useless.

2 years ago

Reply from First American Home Warranty

David, Thank you for your review. While our plans may not cover everything you need, we do offer additional coverage which allows you to tailor a plan more to your needs. Please reach out to us and we can certainly go over any questions you have, with you. We will continue to be here for you should you need us in the future.

Jul. 8th, 2022

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Marcia C. Barksdale

Everything takes so long to get processed. If you do not call repeatedly and stay on top of them, it takes forever.

2 years ago Edited January 10, 2024

Reply from First American Home Warranty

Thank you for your review. We are sorry to hear that you were experiencing these issues. We were unable to locate your claim with only the name provided. We requested additional information from you privately, but did not hear back. If you are still experiencing a delay, please reach out to us directly and we can assist.

Jul. 8th, 2022

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Diana Sneed Victoria, TX

I have been disappointed with the lack of air conditioner repair companies in our area. When our ac has gone out, I have had to wait several days just for a service tech to come to town because they did not have enough business in the area to pay for a single repair need.

2 years ago

Reply from First American Home Warranty

Diana, Thank you for sharing your experience with us! We appreciate your patience with the contractor as they work through their appointments. We will continue to be here for you should you need us in the future.

Jun. 24th, 2022

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Ivan Flowers Mission Viejo, CA

My experience was my LED panel is working intermittent which controls the temperature is not working. The person that came out said that I broke it. The person that came out said it was cosmetic damage. I agree, because the the black tape came of due to cleaning. So, the person that came out took a picture and left without checking anything. It was disappointing. I paid for service and got nothing check. I recently has a HVAC person come out for another matter to check my AC. The first guy came into my home and said the Siri's cool and your AC is working and left. I called back a few months for the same issue. The up stairs was not getting cool. The next person came out an listen to my issue. He changed the blower that control the air flow. He was great. I reason I took so long to call back is because I tried to fix it by installing new air duct and a replaced the thermostat. Anyway first American doesn't care. I plan on buying a new refrigerator and cancel my contract with this company soon.

2 years ago

Reply from First American Home Warranty

Hi Ivan,
First American would like to sincerely apologize for any inconvenience you may have experienced during the handling of this claim and 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. Our records show you placed a claim for your air conditioning not working properly. Marina Heating and Ventilation Air Conditioning was dispatched and reported that the blower motor and capacitor needed to be replaced. Our records also show that they completed the replacement of these parts and confirmed the air conditioner to be working as intended. First American considers this claim to be closed.

Jun. 29th, 2022

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John Moegenberg Franklin, VA

The coverage is great, but I've only attempted to use the locksmith feature when I bought my home. They said that they couldn't find a locksmith in my area and that I'd have to get one myself and file for reimbursement. If I could pay the initial up front cost without harming my family's financial situation, I wouldn't carry a home warranty.

2 years ago

Reply from First American Home Warranty

John, Thank you for taking a moment to share your review. We have a great selection of contractors, but in some areas, options may be more limited depending on the service. We look forward to providing you great service in the future.

Jun. 16th, 2022

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Monica Lahmon Crestline, CA

First experience was great. Second experience was not completed. The plumber who came gave false information to First American. The plumber wanted to charge me $399 more to complete it. I called First American and explained what happened and that what the plumber said was not what happened. I got a letter from First American saying the warranty did not cover the service needed. So, my plumbing issue has still not been resolved.

2 years ago

Reply from First American Home Warranty

If this is the case, you are certainly able to discuss them with your contractor. Should you have any additional questions, please do not hesitate to reach out to us.

Jun. 10th, 2022

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Jimmy Clayton Rancho Cucamonga, CA

Have been with this warranty company for 2 yrs. Have filed 3 or 4 claimss with them during that time.(mostly plumbing issues) All claims have been resolved satisfactory. Have had to wait for service from vendors a little too long but otherwise so far so good.

2 years ago

Reply from First American Home Warranty

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

Jun. 10th, 2022

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Amanda Sherlock Oceano, CA

The first (and only, so far) time I needed to use them, they were very responsive and sent a good company to fix the issue. The parts arrive within a week, which is pretty good for post-covid.

2 years ago

Reply from First American Home Warranty

Amanda, We appreciate you taking the time to share your five star review with us! We look forward to being there for you, should you ever need us again.

Jun. 2nd, 2022

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Jeannie Weck Lexington, KY

I have been a client of First American Home Warranty for several years up until now I would have rated them 5 star. I was getting a washing machine serviced and I waited 4 weeks then found out the current Contractor could not complete the job. They sent me a new Contractor's information for them to repair my washer. I feel like FAHW should check to make sure their clients are being serviced within a reasonable time. I had an extremely hard time finding someone to help. So my rating is based on my last experience.

2 years ago

Reply from First American Home Warranty

Jeannie, Thank you for taking the time to share your review with us. We hope the next time you may need us, you will give us another chance to meet your needs.

Jul. 8th, 2022

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Margaret Sawyer Portland, OR

I think it is very unfair that when a client moves to a new home their contract with FAHW is cancelled and funds are not credited to the new contract at the new home. I was told you charge for the cancellation and all service calls are deducted from the remaining funds in the contract. I won't recommend your company as you are not really saving anyone anything!

2 years ago

Reply from First American Home Warranty

Margaret, Thank you for sharing your comments with us. We do apologize but unfortunately a contract cannot be transferred to a new property. However, a contract can be transferred to a different owner for the same property. We hope that you give us another chance to show you that we truly care about our customers.

Jul. 8th, 2022

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Larry Palmdale, CA

The repair company that was contracted to do repairs for 1st Amer. was going back and forth about the problem with my washing machine, 1st Amer. stepped up and replaced the unit with NO Hassle! That's a company on my side!!

2 years ago

Reply from First American Home Warranty

Larry, Thank you for sharing your experience with us. It is fantastic to know that we were able to replace your washing machine! We appreciate your continued trust in us.

May. 12th, 2022

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Wayne Haberman Arizona City, AZ

Excellent customer service . Had water heater replaced. Brutnell was fast and friendly. Did excellent job on replacement. Was very please without come of my claim from start to finish

2 years ago

Reply from First American Home Warranty

Wayne, We are elated to hear that Brutnell was able to resolve your issue for you! We will continue to be here for you should you need us in the future.

May. 12th, 2022

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randy Santa Ana, CA

Representative went out of her way to repair my problem, when she could not find a company within her network to do the job, she authorized the manufacturer representative to get it done.

2 years ago

Reply from First American Home Warranty

Randy, Thanks so much for sharing your review with us! We’re glad you chose us and look forward to being here when you need us again.

Apr. 28th, 2022

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Dale E Newsom Hot Springs National Park, AR

We were without heat during freezing weather. FAHW worked very fast and had our heat back extremely fast. We are very thankful for FAHW and the company they contracted to fix our heating problem.

2 years ago

Reply from First American Home Warranty

Dale, Thanks so much for taking the time to share your review! It is wonderful to know that we were able to be there for you, when you most needed it. We look forward to being there for you, should you ever need us again.

Apr. 21st, 2022

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Lacey Baker Tomball, TX

We pay a monthly fee AND A SERVICE FEE, yet a service call is only warrantied for 30 days. It is alot of money to keep spending. I feel like I am spending alot of money to have someone come out for $85.00 and then it breaks again in a different location.

2 years ago

Reply from First American Home Warranty

Lacey, Thank you for your review! Our contractor partners do guarantee their work for 30 days. If you are continuing to have a repetitive issue with something that you have already received service for, please reach out to us.

Mar. 16th, 2022

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Jeff Cook Phoenix, AZ

Overall very happy, been with you for over 10 years. You typically will cover my needs. Only reason it is a 4 vs. 5 is due to the amount of time it takes to get somethign fixed. The approval process is not consume friendly buth rather cumbersome and very lengthy, I've waited up to 60 days in some cases

2 years ago

Reply from First American Home Warranty

Jeff, We appreciate you taking the time to share your honest feedback with us. We are so glad to have you be apart of the First American Home Warranty family for over ten years and look forward to being there for you, should you ever need us again!

Jan. 18th, 2022

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Vicky Heibeck Roseville, CA

Every time I've used/contacted First American Home Warranty, I have received excellent customer service as well as assistance from required industry members who have provided the service needed at that time.

2 years ago

Reply from First American Home Warranty

Vicky, We appreciate you taking the time to share your review with us. It is fantastic to know that you were provided five star service!

Jan. 18th, 2022

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Mike Burmeister Apex, NC

Good value for the money and I like the peace of mind of having a warranty. I wish some of the contractors you worked with were a little better and I wish the process moved a little faster. Waiting for approval on a parts order when you have no AC in August kind of sucks.

2 years ago

Reply from First American Home Warranty

Mike, Thank you for sharing your review with us! It is great to hear that we can provide you peace of mind. We understand your frustration regarding your A/C service and truly appreciated your patience with the contractor. We look forward to being there for you, should you ever need us again.

Jan. 6th, 2022

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Glenn Ashworth Chiloquin, OR

They have replace items fast, customer service varies hard to understand and make the customer service people understand what you need since they at a from other countries than the untied states

2 years ago

Reply from First American Home Warranty

Glenn, Thank you for sharing your feedback with us.

Dec. 29th, 2021

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Dyann Duling San Marcos, CA

First American Home Warranty is efficient and quick to respond to requests made for service. The most memorable of the services was on my refrigerator, fixings heating coil in the freezer.

2 years ago

Reply from First American Home Warranty

Dyann, It is always great to hear when our customers have a fantastic experience with us!

Dec. 14th, 2021

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Shirley holgate Arroyo Grande, CA

yesterday I had an excellent electrician come to fix my fan, and he did a fabulous job, even cleaning up beautifully. He was a 5, but several years ago I had a problem with my microwave, and they put in one that didn't work. They did provide a very good one at least.

3 years ago

Reply from First American Home Warranty

Thank you Shirley for your review.

Jun. 21st, 2021

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LUCILLE PICCININNI Charlotte, NC

They fix the problem with no trouble. Don't like they (service man) has to call and get ok from company which could take a day or two and the item you called about has to wait that extra time.

3 years ago

Reply from First American Home Warranty

Thank you for your feedback Lucille.

Jun. 8th, 2021

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Laura Trent Chattanooga, TN

When my tankless water heater quit working, First American replaced it, even though tankless water heaters are very expensive. I would have marked 5 stars, except that I had to work at questioning the initial response, which was not at all satisfactory, and finally they did agree to completely replace it.

3 years ago

Reply from First American Home Warranty

Thank you Laura for your feedback. We are glad everything worked out.

Jun. 8th, 2021

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Andrea Smith Hemet, CA

I am in the middle of a claim. The adjuster most likely has more claims than he would like & is tough to get hold of. On a personal note, he is fine to deal with & pretty clear on most questions. I haven't had enough experience with customer service to be able to rate them. I will not be able to give you an appropriate answer really, to any of the other questions until the claim is closed out.

3 years ago

Reply from First American Home Warranty

Hello Andrea. Thank you for your feedback, we appreciate it.

Jun. 8th, 2021

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Jane Mick Mesa, AZ

They are improving but there are still a few issues. Wish you could receive service from previous contractors who served you well. Also, preventive service should be covered since that would serve you and the customer well in keeping costs lower. For example, annual air conditioner inspection service and cleaning.

3 years ago

Reply from First American Home Warranty

Thanks for your feedback Jane.

Jun. 4th, 2021

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Ken Lewis Little River, SC

Fast and easy to work with. The service man First American sent to my house to repair my garage door got the door working fast and didn't waste time. Very nice to talk to and explained everything he was doing..

3 years ago

Reply from First American Home Warranty

Hi Ken. We are very pleased to hear the the work performed was quick and hopefully met your expectations.

May. 18th, 2021

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Radhakrishnan Fremont, CA

In one instance we had to go through 4 claim specialists and then the regional manager of our area. Once alerted, the manager did an excellent job in working with the service provider and sorting the issues with their technician’s report. Problem got resolved after a month since we filed the first service request.

3 years ago

Reply from First American Home Warranty

Thank you Radhakrishnan for your review.

May. 19th, 2021

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Terry Phoenix, AZ

Almost always direct but during my last call the people I wanted in the first place for my heating issue was ultimately the company that took care of everything. Kappa Air is fantastic and the job was given over or transferred from Seabreeze who did nothing!

3 years ago

Reply from First American Home Warranty

Hello. Thank you for your feedback. Have a great day.

Apr. 23rd, 2021

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Bill Copperas Cove, TX

Never had them question or deny a claim, fast surface and when I had a washing machine being replaced with a model not compatible with the broken machine there was no problem, they made it right

3 years ago

Reply from First American Home Warranty

Hello. Thank you for your feedback. Have a great day.

Mar. 2nd, 2021

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Weatherston Yuma, AZ

Good coverage, good CS reps who take time to explain the program. Good website that allowed appointment set up and confirmation and we appreciated the selection of quality repairmen when we had a problem.

3 years ago

Reply from First American Home Warranty

Hello. Thank you for your feedback. Have a great day.

Feb. 24th, 2021

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Fazal Khan Manassas, VA

Usually, I'm very impressed and happy with First American's ability to help with resolving my home issue. However, it took 28 days for First American to order the part for my hot water heater. My family and I were without hot water for almost a month during the winter. I expected better!

3 years ago

Reply from First American Home Warranty

Hello, Thank you for your feedback. Have a great day.

Feb. 5th, 2021

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Elizabeth Sanders Las Vegas, NV

My last few encounters and interactions with them have been very positive, professional, transparent, and successful. They have been willing to work with me to address my repair needs in a manner satisfactory to both of us.

3 years ago

Reply from First American Home Warranty

Hello, Thank you for your feedback. Have a great day.

Feb. 5th, 2021

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Lori Barsamian Fresno, CA

The customer service has been excellant. The company representative calls ME with all updates regarding my claim. The hold time has been longer than normal during Covid, but you end up speaking with a real person. I have been with this company since 1998.

3 years ago

Reply from First American Home Warranty

Hello. Thank you for your feedback. Have a great day.

Feb. 2nd, 2021

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Judy Verdugo Fresno, CA

Always great service. Whenever we need service they never hesitate to send repair people to deal with the problem. We feel that this is the best money spent to have the security of knowing we can count on First American.

3 years ago

Reply from First American Home Warranty

Hello. Thank you for your feedback. Have a great day.

Feb. 2nd, 2021

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Edith Gonzalez Corpus Christi, TX

Depending on the service, I'd love to have companies warranty their service. For example, if a central uniting was installed in the summer, them a follow up for the heater working well should be done. As for First American, the company is trust worthy.

3 years ago

Reply from First American Home Warranty

Hello. Thank you for your feedback. Have a great day.

Feb. 2nd, 2021

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Jim Williams Tustin, CA

Our stove oven went out, and our dryer would shut off. They came out and checked it out and determined what was wrong , order the parts and in a few days were up and running. Great Tech Karl did a great job.

3 years ago

Reply from First American Home Warranty

Hi Jim. Great to hear. We are happy to your home warranty provider.

Jan. 6th, 2021

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Jim Aylward Naples, FL

I had one actionable call - hot water heater crapped out. They replaced with a top of the line brand. A little slow in getting the technicians here, but when they got here they were very good.

3 years ago

Reply from First American Home Warranty

Thank you Jim for your review.

Jan. 6th, 2021

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Google Walter Moryan @ Amazon.con

Normally... they are so friendly,......:................:............::::::....:...... and dependable. But with this last order but I want to go no one has been communicating and our outlets are still flickering on and off while the ceiling fan is falling apart~.

3 years ago

Reply from First American Home Warranty

Hello. Thank you for your feedback. Have a great day.

Dec. 9th, 2020

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Michael Hutchinson

3 years ago

Reply from First American Home Warranty

Hello. Thank you for your feedback. Have a great day.

Dec. 9th, 2020