First American Home Warranty
7.5
Overall Score
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LAST UPDATED: May 20th, 2023
First American Home Warranty has been an industry leader for over 35 years and has a reputation of providing quality home warranty plans with extensive coverage for homeowners across the nation. The home warranty provider has serviced millions of claims, saving homeowners $219 million in covered repairs and replacements just in 2021 alone.
The company has a large network of prescreened technicians so you don't have to worry about doing your own research and independently finding your own technician. Warranty coverage lasts for one year and monthly payment options are available as well. First American Home Warranty ranked in our list of Top 10 Best Home Warranty Companies of 2019.
Top Ranked Companies
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American Home Shield
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#3
Landmark Home Warranty
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8.1 Overall Score
The Good
- Decades of Experience and Company Stability
- Comprehensive Plans
- Coverage Limits
- 24/7 Claims Service
- Online Homeowner Center
Decades of Experience and Company Stability
First American has been providing home warranties since 1984. The home warranty service provider offers coverage to 30 states. Over 35 years of home warranty experience is a good indication of the company’s stability and willingness to provide quality service. Choosing a home warranty company with so much experience could be an additional benefit for homeowners.
Comprehensive Plans
First American Home Warranty currently offers two coverage plans and a variety of additional options for warranty coverage. The monthly cost for a First American Home Warranty plan starts at $28 per month and lasts for one year. The service fee varies by location, but you will typically pay $75 whenever you schedule a repair or replacement with a First American Home Warranty technician. Warranty plan holders can upgrade or expand their warranty plan within the first 30 days of coverage to add on additional systems or appliances.
First American also offers a 30-day review period for new warranty contract holders. Customizable plans are made for homeowners, real estate professionals, as well as network service providers. First American Home Warranty's website allows anyone to receive a sample contract and specific residential warranty pricing within minutes.
First American Home Warranty does not have an age limit on systems and appliances, so you don't have to worry about the company refusing coverage based on this. Warranty coverage for major appliances and systems is as follows (pricing and coverage for protection plans may vary by location):
The Basic Plan: $28 per Month or $336 per Year
- Washer and dryer
- Refrigerator
- Dishwasher
- Oven range
- Cooktop
- Microwave
- Garbage disposal
- Trash compactor
The Premier Plan: $42.50 per Month or $510 per Year
- Includes everything in the Basic Plan
- Plumbing
- Plumbing stoppages
- Heating
- Water heater
- Electrical
- Garage door opener
- Ductwork
- Central vacuum system
Optional Coverage
For a fee, you can add additional coverage items to your service contract:
- Central air conditioning (electric) — $9 per month
- Additional refrigeration — $4 per month
- Pool/spa equipment — $15 per month
- Well pump — $7 per month
- First class upgrade — $9 per month
Coverage Limits
Unlike some home warranty providers, most of First American’s covered items do not carry a specific dollar limit. First American plans do not require a home inspection to be done by a contractor or maintenance records to be retrieved from a repair person for coverage. The service provider also offers extra protection for malfunctions due to lack of maintenance, regular wear and tear, rust, corrosion, and sedimentary build-up. There are no age limits on covered items, and no limit to the number of claims a customer can file.
24/7 Claims Service
No matter the time of day, customers can open a claim. First American offers a 24/7 service request hotline where you can make service calls at any time as well as a user-friendly online customer portal. First American has a nationwide network of workers and prescreens every service contractor and requires them to complete a probationary period to ensure customer satisfaction standards are met through customer survey results.
Online Homeowner Center
First American offers an easy-to-use online homeowner center for all of its customers. From this portal, a customer can open and track their claims, view their contract details, renew their home warranty, and manage communication preferences.
The Bad
- Nationwide Service Unavailable
- First American Home Warranty Reviews
- Extra Cost for Air Conditioning Coverage
Nationwide Service Unavailable
First American provides coverage in 30 states. There is a tool on its website that allows for a zip code lookup to determine if First American provides coverage for customers in a particular state. Unfortunately, if you are out of First American’s coverage area, you are unable to receive its services.
First American Home Warranty Reviews
First American Home Warranty has some negative reviews highlighting bad customer service, delayed and lengthy response and service time, and hidden fees on appliances. We suggest reading through First American Home Warranty reviews before making a final purchasing decision.
Extra Cost for Air Conditioning Coverage
Many home warranty providers offer air conditioning as part of their premier plan or combo plan, but First American Home Warranty only offers an AC unit as additional coverage with an extra fee you add to your chosen plan. This may be a problem for customers looking to have air conditioning as part of their prearranged plan. However, because the AC unit isn't covered in First American Home Warranty's two main plans, this is what makes the company's warranty cost cheaper than most.
The Bottom Line
With 35+ years of experience and a large network of service providers (each contractor is reviewed and put through a probation period to ensure customer satisfaction), First American Home Warranty has comprehensive protection with high coverage limits for major appliances and systems. With a competitive cost and service call fee and multiple plan options, First American Home Warranty gives you more value for your money and covers customers with flexible payment options for various budgets.
The company offers a basic plan for customers that are looking for more standard coverage, as well as a premier plan for homeowners wanting more robust coverage. Additional add-on items are also available for coverage so consumers can pick and choose other major systems and appliances they want covered. Note that First American Home Warranty only covers the wear and tear of major appliances and systems. Like most home warranty companies, First American does not cover pre-existing conditions.
When compared to other home warranty companies, First American Home Warranty has a competitive monthly cost and service fee. Some warranty providers charge upwards of $600 per year with a $100 service fee.
First American Home Warranty created its home warranty programs with not just homeowners in mind but network service providers and real estate professionals as well. Typically, for whichever home warranty plan you select, the service contract will last for one year.
If you want to learn about what customers think of the company, such as response time, customer service, and quality of repair, check out First American Home Warranty reviews below.
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William Luebs Flower Mound, TX
My 3.0hp pool motor pump failed. Prior to failing, my filter pressure 22-24psi. WaterTex replaced the 3.0 with a 3.45hp, creating an over pressure of now 30psi. I begged to get an equal hp pump switched with same. THEY REFUSED. I hired a third party company to check out my system. HE ALSO SAID WAY WAY TOO MUCH PRESSURE. First American still refused. I paid $1,000 out of pocket for a compatible motor and even NEW CARTRIDGES. My new filter now has 21psi. First American again did not uphold their contract by replacing same for same. Sadly this company gets worse and worse every time I deal with them.
One of First American’s contractors said I would probably be required TO DRAIN MY POOL, A POSSIBLE ACID WASH, but probably for sure a power wash after being drained. NONE OF THAT WAS REQUIRED AFTER CHEMICALS AND NEW CARTRIDGES WERE PURCHASED.
In January, for example, my pool circuit board failed. Atop their covered list is CIRCUIT BOARDS, yet they went to fine print trying to explain why it was not covered. I actually sent their explanation with a copy to a third party who actually manufactures these boards. They said it was totally confusing. One cited “double talk” on how to escape covering this part. Their selected contractor I would have to pay $3900 to fix my problem, saying I would never find a replacement. My pool company found several easily. Not used it not on EBay as their surrogate contractor would be required.
1 week ago
Reply from First American Home Warranty
Our records indicate you placed a claim on April 24,2023, for your pool spa not functioning properly. We dispatched independent contractor WaterTex Pool LLC to diagnose the failure. WaterTex Pool LLC reported the pool motor shorted, and the impeller screw broken off and recommended a replacement of the motor and impeller to resolve the failure. We authorized the replacement and replacement parts were ordered and WaterTex Pool LLC completed the replacement to resolve the failure.
On May 1,2023, you reached out to us advising the replacement unit was the wrong specification causing a high pressure on the system. We dispatched independent contractor Champion Pool Services to complete a second opinion diagnosis to confirm the reported failure was due to installation of a wrong unit.
Champion pool reported the size of the motor did not affect functionality and reported the green color of the pool was due to water chemistry as cyanuric acid. They also reported no issues with the filter as it appeared the filter had been cleaned recently. We advised you that no mechanical failure was reported, and we would not be changing motor as both independent contractors confirmed the size of the replacement motor did not affect the pools functionality.
We reached out this morning to discuss your claim and obtain your report provided by the contractor you had hired. However, there was no response.
We would like to review the diagnosis report provided by your contractor for further review and applicable coverage.
We hereby consider this claim pending receipt of your diagnosis report
May. 25th, 2023
Traci Day Chattanooga, TN
I have been a customer of First American Home Warranty since 2013 when I bought my home and I have to say they have the worst customer service I have ever received from any company. It is a scam! I canceled my policy today effective immediately due to a complete lack of response from First American, as well as their contractors.
First American Home Warranty's supposedly vetted contractors do not call or make appointments within the 24-48 hours that is given, First American does not service their customers or care if their customers contact them multiple times regarding issues with their providers, and First American's customer service representatives and supervisors have been nothing but completely and utterly rude on multiple occasions. I wish that I had every dollar I have spent paying for this non-existent service the past 10 years. I could have bought a new AC unit and had money left over to maintain other appliances within my household. DO NOT USE THIS COMPANY. They are borderline fraudulent and should not be recommended by any real estate agency that is worth anything. Save your money!!
1 week ago
Reply from First American Home Warranty
Thank you for sharing this feedback with us. We were unable to locate your claim with only the name provided, and would like to look into this further. May you please provide your contract/claim/work order number?
May. 16th, 2023
Verified Customer
Review Source
Leona Doidge Santa Maria, CA
I notified the plumber with Jerry's Plumbing on Saturday morning. No calls back Saturday, Sunday, or Monday. I called on Monday morning and told them I had water on my closet floor. He did nothing about it. There was water on the corners of the cabinet under my sink in two cabinets. There wasn't water under the sink in the bathroom. He did nothing about it. I had to hire another plumber from JES Plumbing. He took a 4x4 foot piece of drywall off behind the sinks in the bathroom. When the faucet was turned on, water shot out into the closet and soaked my carpet. That plumber repaired the drain pipe to stop the water. I dried the carpet all day and night with fans in the closet. I used chlorox water to kill the mildew. That cost me $450.00. Then I had to call another person to put the drywall back. He cut it to 4x8 foot to get rid of all the mildew and wet drywall. He inserted new drywall in the closet and I dried out the carpet with fans. The carpet has stains on it from the Christmas boxes I had stored there. The boxes were soaked with water. Everything is dry now, but now I have to get someone to finish the drywall with texture and paint. Your company charged me $85.00 for the first plumber who did nothing. The second plumber charged me $450.00 and the person that put in new drywall on the wall backing the bathroom sink was $300.00. Now I have to get someone to texture the wall and paint it. I don't know how much that will be. $85.00 plus $450.00 plus $300.00 and I don't know how much it will be to finish it with texture and paint. Since the first plumber did not call me back on Saturday, my daughter and I missed a Christmas program we were supposed to be at. I would NEVER recommend Jerry's Plumbing to ANYONE!!! I am now out $835.00 plus I still have to hire someone to finish it. Are you going to reimburse me for all of this? Your Home Warranty means nothing!!!!!
4 months ago
Reply from First American Home Warranty
Hello Leona,
First American apologizes 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. At this time, First American’s indicate that contractor Jerry's Plumbing and Heating (Jerry's Plumbing) replaced the drain line in your master bathroom on December 13, 2022. No additional leaks reported by either you or Jerry's Plumbing. At this time, First American is requesting that you provide with your contractor’s diagnosis and invoice for review.
Regarding the service call fee, please be advised the service call fee applies when you file a claim through your warranty contract.
First American considers this claim pending.
Thank you
Jan. 11th, 2023
Derek Stiverson Des Moines, IA
Our basement flooded because of a failed sump pump. The damage and repair cost was around $18,000. I reached out to First American Home Warranty (which we have and was paid monthly for) and they denied repair due to a condensation line draining into the well where the sump pump was. It took them three weeks to let me know they cannot fix it because its not ground water only. Apparently, the 8oz of water that condenses every year into the sump pump well is enough to void the warranty. For three weeks I emptied multiple times a day by hand because of how slow they were to respond and when they finally did, they told me it could not be replaced. Its a shame that I pay $85 for a service ticket, a monthly price is paid and all they told me was they could not fix it due to condensation water from the homes heater, which amounts to less than a half cup of water a year, made it not able to be fixed or replaced. So I paid money for a problem not to be fixed and then was told they won't attempt to replace it.
I was skeptical about home warranty companies and the fine lines they hide from customers, but I gave it a shot and it bit me. As a home owner, I would not consider a home warranty. Just save the monthly payments to yourself then use that money when the time comes for a repair. If you are serious about getting covered, please, avoid this company. Learn from my mistake. They won't take care of you. It might seem like I am being dramatic, but if you go with this company and the time comes to be taken care of, they will leave you hanging any chance they get. I work for a large company and travel to the different plants we have throughout the country and help renters in my area with their properties, so I come across many different people from all over. I will be sure to let people who ask me about home warranties to avoid First American Home Warranty at all cost.
2 months ago
Reply from First American Home Warranty
Hi Derek. We are sorry to hear about your experience with your sump pump. Our records do confirm that per the contract, we only cover sump pump (ground water only). Thank you.
Mar. 31st, 2023
WWV- Tim Asheboro, NC
First American Home Warranty was a true disappointment based on the level of service that was promised and what was delivered. On 1/26/2023 I submitted my claim for my water heater to be repaired. Due to schedule conflicts they were not able to check my unit until 1/28/23 and the conflicts were on both sides so not a major concern. The plumber determined that my unit needed to be replaced and he would submit the information to FAHW. FAHW provided me with the proposed replacement and it was a far lower model than the unit that was being replaced. I contacted the manufacturer of the Water Heater per the information plate on the old heater. The heater was a Whirlpool but it had advanced energy saving features and was a higher end unit in its day. It was the first water heater that I have seen that actually had a circuit board which is what went out. Whirlpool no longer markets Hot Water Heaters but the manufacturer still manufactures an equivalent line and they offered the model of the current equivalent to my water heater. I submitted this model to FAHW as a more acceptable alternative to the base model of another manufacturer that FAHW was wanting to put in. I was denied numerous times because they felt that the one offered was the proper replacement. They offered me a Cash Out Offer that did not even cover the cost of of the replacement equivalent water heater. My coverage limit on a water heater is $1,500.00 and they offered me slightly less than $800 which I refused. After several attempts at getting this resolved and consulting my attorney I requested Arbitration in regards to this. Arbitration never occurred and when I went to check the status of my claim/repair I discovered much to my surprise that I had accepted the cash out offer and the matter was closed. I never accepted the cash out offer and it is now 2/28/2023 and I still have no hot water.
Bottom line is they evidently do things their way regardless of what the contract may say.
2 months ago
Verified Customer
Review Source
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.
10 months ago Edited June 30, 2022
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
Review Source
John Del Mauro
My recent experience was one of the worst I've had with any company. It took over 10-days to get a simple fix on my refrigerator costing me hundred's in ruined food. The customer service team continually fabricated dates and facts and never returned a phone call. If I had not reached out on a daily basis, I would still be awaiting repairs. You should be ashamed of yourselves...
2 months ago
Teresar Los Angeles, CA
Our Samsun washing machine has been broken since December 4. We called first American home warranty and some came out two weeks later and said they needed to order a part. Weeks went by, so I started to call them about once per week. I was told the part was on back order. This went on for a couple more weeks. Then they said the place that was going to fix it had the part. I called them several times only to be told, that they had not received the part. Finally they called and scheduled a day two weeks later to fix our machine. On the day of the scheduled appointment they called and said they had ordered the wrong part. They came out 9 days later. The service guy took our machine apart and told us he had the wrong part. He left the machine apart and a few days later I started to have an autoimmune response and was in very bad pain. I am highly allergic to mold. I looked inside the machine to discover they had left standing water in the machine for over 11 weeks. The smell of mold was horrible. My husband had to take the water out of the Maxine cup by cup. In order to shut the machine he put it back together best he could. We then had to duct tape and plastic wrap the machine closed.
The service guy called and said that he needed to take a photo. I had to take the plastic wrap and tape off for him. I asked him to put the machine back together and he refused. He said he was just told to take a photo. Now they are saying they won’t fix it or replace it. That maybe they would replace a machine that we had over 4-5 years ago. We have receipts that we purchased this machine back then and had paid to be delivered and installed at our address with our names and credit card. Do not buy a first American home warranty!!! They are straight up scam artists.
3 months ago
Reply from First American Home Warranty
Teresa, We would like to apologize for any inconvenience you may have experienced during the handling of your claim. According to our records your clothes washer was recommended for replacement on your previous clothes washer claim. A replacement clothes washer was located although you declined the replacement offer and accepted the cash payment in lieu of the clothes washer replacement in the amount of $677.69, which was mailed to the you.
Our records indicate your washer has not yet been replaced therefore and no additional repairs will be made since the clothes washer has already been recommended for replacement. Once to washer is replaced, please send in your paid invoice/receipt to remove the exclusion due to the cash payment in lieu of the clothes washer replacement.
Feb. 22nd, 2023
Traveler76630 San Antonio, TX
I purchased the Premium plan. Our built-in Convection Micro-wave failed. I called the company and they dispatched Sears Services to repair the unit. Service man said needed parts are no longer available. He took pictures, made notes and said he must submit the report back to First American Home Warranty for additional action and I should hear from the office in a couple of days. No response so I eventually called to determine status. The phone representative checked with Sears and told me the report said parts were not available and I should hear from them in two to three days. Again, no call from anyone so I called again, basically same answer. Waited several days and called again, same response, told operator I needed a microwave and would buy one, have installed and they can re-imburse me. I proceeded to purchase a new Convection Micro-wave on sale from Best Buy and had it installed. I submitted the purchase receipt on-line to First American Home Warranty. Multiple calls again following upon status of re-imbursement but keep being told claim is pending and there will be a resolution in two to three days. After over five calls, lengthy on-hold times, and run around, still no resolution and response. Update: Finally received a buyout after 6 weeks of hassle, only about 66% of replacement cost. Will be cancelling policy.
3 months ago Edited February 14, 2023
Reply from First American Home Warranty
Thank you for letting us know about your experience. Unfortunately, we have been seeing manufacturer shortages and delays when it comes to parts and equipment. We do apologize that you experienced this delay. 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 hope that you decide to reconsider, and renew with us, so we can show you that we do care about you and any concerns that may arise.
Feb. 14th, 2023
Verified Customer
Review Source
karen colino Stateline, NV
My first call on a monday and i didnt get a reply. Friday I called and found out that you didnt have any plumber in my area. I called again and requested your plumber near me. I called and the closest was 1.5 hours away. I had to process my own repair. it was more complicated, than helpful. I canceled my warrenties with you. your management operators were nice and helpful. It is not their fault you sell warranties without have vendors. I think that is why i canceled last time. I should have noted it. shamfull
8 months ago
Reply from First American Home Warranty
Hello Ms. Colino, First American apologizes for the inconvenience you experienced with your plumbing claim. At times the Company may not be able to locate a contractor to service your claim, and may request you contact an independent licensed contractor. Our records indicate that is what took place, and a reimbursement has been processed to you. First American considers your claim closed.
Sep. 8th, 2022
Verified Customer
Review Source
Alan Henson San Leandro, CA
Scheduled and appointment 3x the repairman did not show. AHW would not find another company. Forced me to continue setting up appointments with them. No callbacks from that company or AHM which they promised they would do within 48hrs. 96hrs in still no callback.
7 months ago
Verified Customer
Review Source
Peggy Payne Eugene, OR
My dishwasher is not fixed you sent a service man out here who said he cannot get parts. I called customer service and ask for help and was told that you would find someone who can get parts and fix my dishwasher, I have heard nothing. Am I going to get service.
7 months ago
Reply from First American Home Warranty
Hello Peggy,
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 on October 19, 2022, First American received your invoice for your contractor diagnosing the dishwasher as unrepairable and the replacement of your dishwasher. On October 19, 2022, First American reimbursed you $865.98. Please allow 7-10 business days to receive the check.
First American considers this claim closed.
Thank you,
Oct. 19th, 2022
Verified Customer
Review Source
Rosemarie Furnari Pearland, TX
I needed a plumber and reached out to First American. They sent my request to a plumber whose initial extimated time was between 8 and 12. That changed every half hour so I wasted an entire waiting for a company that never showed up.ted time would be between 8 and 12. That time changed every half hour after 12 and at 6 PM
8 months ago
Reply from First American Home Warranty
Hello Rosemarie,
We would like to apologize for any inconveniences and delays you have experienced during the handling of your claim. Upon review, you placed a claim for your toilet because you attempted a repair that was unsuccessful. Please be advised, there was no normal wear and tear failure which is what the home warranty contract covers. First American considers this claim closed.
Thank you.
Sep. 9th, 2022
Mary Ellen Hernandez Las Vegas, NV
This company does not honor the claims submitted. Terrible customer service. I had this home warranty for 2 years.
My 1st claim was regarding my Air Conditioner inside. The compressor was leaking thru the vent inside and getting my hallway wet. It was covered. I purchased the higher premium called: Premier Plan". I paid my $85 deductible. They came to fix it. Then a month and a half later, same problem occurred and they told me I had to pay another $85 deductible because it happened after 30 days even though it was an existing issue that was not fixed correctly. They said they only honor same problems within 30 days!!! I asked to speak w/supervisor but didn't help. That is a total rip off! I was forced to pay another $85 to fcome back and fix/correct the same issue.
My only other claim was regarding my 2 year new expensive Refrigerator I purchased from Home Depot. I did not purchase their warranty because I had this home warranty that covered major appliances which I paid more by purchasing the "Premier Plan". After tech came, he said it was a cosmetic wear & tear. I disagreed. It was a defect. Every time I opened my refrigerator door, my Freezer door would pop open which lead to finding a water leak around my kitchen floor several mornings. All they had to do was order a new Freezer door Gasket(the rubber magnetic lining inside the freezer door), to replace the one it had that stopped working. This company declined my claim.
This company just likes to collect our deductibles and don't have expert technicians fix the issue the first time. They bank on the same issue to happen again AFTER THE 30 DAYS, so we will be forced to pay another $85 deductible to come back and refix the same issue.
If anyone else experiences bad service from this horrible company, I urge all of you to please post reviews on other sites, and write letters to the corporate office.
4 months ago
Reply from First American Home Warranty
Thank you for your feedback. It is disappointing to hear that you may have experienced these issues. We requested additional information from you privately, but did not hear back. We hope the next time you may need us, you will give us another chance to meet your needs.
Mar. 3rd, 2023
Verified Customer
Review Source
Vanda Jaggard
I reported air conditioner malfuctions on July 11, 2022, I have had 4 service people out. I am still waiting on repair or replacement. First American is refusing to take the recommendations of service techincians to replace a 22 yr old A/C unit. One of the technicians toke the power switch out and stole it.
9 months ago Edited August 18, 2022
Reply from First American Home Warranty
08/24/2022 Update:
Hello Vanda,
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 on August 24, 2022, contractor Belair Cooling & Heating (Belair Cooling) has recommended to replace the condenser fan motor as it is humming and overloading the compressor. First American authorized to replace the condenser fan motor. You may accept to proceed with the repair or may accept cash payment in lieu of the repair for $464.000. The amount includes the condenser fan motor, labor to install and any applicable sales tax. The cash payment is based on First American’s negotiated rates with its suppliers and are non-negotiable, which may be less than retail as indicated in your warranty contract, Limits of Liability Number Fourteen, which states:
“Contract holder and Company may agree on payment of cash in lieu of repair or replacement. Payment is made based on Company’s negotiated rates with its suppliers, which may be less than retail.”
First American is awaiting your decision on how to proceed and considers this claim pending.
Thank you,
Aug. 24th, 2022
Verified Customer
Review Source
Peter Misseijer Marietta, SC
The two times that I need it was for immediate help with my first floor air-conditioning and the second time for the second-floor air-conditioning both were issues because they could not find me a service that with address it immediately. The cooling in both first and second floor was not working. I would have to wait at least three weeks before someone would come out. It's ridiculous I've never had that kind of service before especially with a new service that I started just a couple months ago.
9 months ago
Reply from First American Home Warranty
08/10/2022 Update:
Hello Peter,
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 on July 19, 2022, you placed a claim for your air conditioning not cooling. First American dispatched independent contractor Mechanical & More LLC (Mechanical & More) to diagnose the failure. On July 20, 2022, First American authorized you up to $200 to hire a licensed independent contractor to diagnose the failure. Consumer was informed to provide with own contractor diagnosis and bid to repair or replace directly to First American for review Once the information is received the information will be reviewed for covered items and authorized accordingly. The consumer may refer to warranty contract under Customer Service Number Three which states:
“Sometimes Company may not be able to locate a contractor to service your claim and may request that you contact an independent licensed contractor. Covered repairs or replacements will be authorized if the work can be completed at an agreed upon rate. If your contractor does not bill Company directly you will be reimbursed the authorized amount upon receipt of a paid invoice”
On July 25, 2022, you requested to cancel the claim as the unit is working fine. As such, First American cancelled your claim.
First American considers this claim closed.
Aug. 10th, 2022
Verified Customer
Review Source
Stephen Boviall Kennesaw, GA
We had them check out two appliances. They do everything they can to put a band aid on it so they don't have to replace it. In the end we bypassed them and made the purchase on our own. Our AC unit was going out. We had it looked at professionally ourselves and was told it needed replaced. The warranty had someone look at it and they said it needed replaced. The warranty had another person, a one man company, and said it needed cleaned. That's what they went with. Rather than pay $350 for a cleaning, another service fee for them to come look at it, and then another $500 for the warranty, we just purchased a new furnace ourselves. It wasn't worth the hassle to keep putting a band aid on it.
2 years ago
Verified Customer
Review Source
ROBERT J MURPHY Ponte Vedra Beach, FL
I am three months into the repair of my air conditioner. Called several times and asked for interim motor to be installed. No answer. Just put in another request and cancelled because they are too slow.
8 months ago
Reply from First American Home Warranty
First American's records indicate you placed a claim on July 15, 2022, for one of your air conditioning systems not cooling. First American dispatched an independent contractor Bring The Cool Inc to provide diagnosis on July 17, 2022. Our records indicate Bring the Cool Inc ordered, and is waiting on a blower motor part #16X39 via Lennox. Which is currently on a back order. Your system is under a manufacture warranty. Per the Contract under the Customer Service section number four: "Sometimes there are problems and delays in securing parts or equipment. When the Items are secured, they are installed promptly without any further service charge." First American considers this claim pending.
Oct. 6th, 2022
David Stetser Philadelphia, PA
If you are looking for a warranty company stay away from First American. Every time I have a problem the contractor comes to my home and reports the problems with the failed item need parts that are not covered or they say it’s now code and you have to pay extra to have the item fixed. I have had to call my own contractor and pay to fix the real problem. I also pay extra for complete coverage by paying for the first class upgrade. Do not do business with this company.
4 months ago
Reply from First American Home Warranty
David, Thank you for sharing your comments. We were unable to locate your claim with only the name provided. We requested additional information from you privately, but did not hear back. Should you still need assistance, please reach out to us directly and we can look into this further.
Mar. 3rd, 2023
brian parker
A spring broke on my garage bar and First American is refusing to cover the cost. With the spring breaking it locked up and does not allow the garage door to open. First American said they were denying my claim because the door will not open, Of course it will not open because the spring that is covered in my plan no longer works. This company is a scam.
5 months ago
Reply from First American Home Warranty
Brian, Thank you for your review. According to our records, you placed a claim on November 21, 2022, for your garage door opener not functioning properly. We dispatched an independent contractor, #1 Garage Door, who reported the door is off track and out of balance, the cables and drums are damaged, and the rollers and bearings are locked up. As a result, the motor is not opening the door. Due to non-covered items under your contract, your claim was denied. Please refer to the Garage Door Opener section of your contract, which lists doors and adjustments as not covered.
Dec. 13th, 2022
Verified Customer
Review Source
Molly Haro Willow Spring, NC
Terrible. It is so difficult to get a real person on the phone even when I ask for an agent over and over again. Its been 5 weeks and my AC is still not fixed. The contractor is ignoring me and wont take my calls, and YOU WONT DO ANYTHING ABOUT IT
10 months ago
Reply from First American Home Warranty
Hello Molly. Our records indicate you placed a claim on May 23, 2022, for your air conditioner indicating it is blowing hot air. First American dispatched independent contractor, 5 Star Mechanical HVAC Services, to diagnose the failure. The contractor reported the evaporator coil has an unrepairable leak and recommended replacement of the unit. First American authorized the replacement and ordered the equipment.
As of July 13, 2022, First American attempted to contact both the contractor and you and is awaiting responses. First American apologizes for any inconveniences you have experienced during the handling of your claim.
Please be advised, First American considers this claim open and pending.
Jul. 13th, 2022
Beth Walsh San Jose, CA
I have been dealing with an AC claim for 1 year now. They have been less than helpful, often patronizing, refuse to have a phonecall and only send emails without an identifying person on the email. I have no question but this claim is covered as I have been continuously covered to the top degree available for years and the unit has posed no problems. They sent someone to start a repair who disconnected the unit and did half the repair then left for further repair approval and never came back leaving the unit disabled. Follow up from me resulted in FAHW opening a new claim (free of charge) and the result was a denial because the unit is not in working order! No amount of calls or letters/emails or discussions can get through to anyone that they caused the problem. This has been extremely stressful and unrewarding and still after 1 yr I sit without an AC and without the ability to speak to an intelligent human with the authority to correct the proven issue created by their vendor(s). So, so awful!
6 months ago
Reply from First American Home Warranty
Beth, Thank you for taking the time to share your comments. 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.
Jan. 10th, 2023
Anika
HORRIBLE. Paid for 2 svc requests (toilet and dryer) around the same time. Radio silence for DAYS. I reach out to FAHW only to find the plumber NEVER bothered scheduling me and they DON'T even have a contractor to look at my dryer. WHEN WERE THEY GOING TO TELL ME???!! Finally sent a plumber out and it was FROM THE SAME COMPANY that I already complained to them about bc they ghosted me following a different service request a few months prior. The plumber (who admitted he wasn't familiar with my unit) was there just long enough to flush the toilet multiple times and decide I need a whole new pump which could be about $900 (their last guy said $1200) and that it likely wouldn't be covered (well he was at least right about that). By the time he left it wouldn't even flush anymore (which it would do before he walked in). When I reached out to have him come back and reverse or reconnect whatever he did so I could at least be able to flush it...I was ghosted AGAIN. I called FAHW about my concerns with the contractor and "Amanda" said she'd get back to me about getting a 2nd opinion. HEARD NOTHING and I called her for days. I ended up hiring a different plumber to get a 2nd opinion. Meanwhile, I get an email that the pump isn't covered and my claim had been denied. The new plumber came out yesterday and SURPRISE!!!...my pump is fine!! (as I suspected). Ended up being a bad connection where the battery goes . The part cost almost nothing but I still had to pay for the labor. What's the point of paying FAHW if I end up having to find and pay for another plumber anyway? I'm so upset. Unnecessary stress. Feels scammy and it's disgusting that they'd leave their customers in limbo like this. As I said..HORRIBLE. **Their responses to bad reviews are BS which only adds insult to injury.
6 months ago
Reply from First American Home Warranty
Update 11/29/2022:
Hi Anika. According to our records, you placed a claim on November 3, 2022, for your macerated toilet leaking and continuously running. We dispatched an independent contractor, Plumbing Specialties, who reported the macerator pump had failed and needs to be replaced. Per the Important section of your contract, we cover only the items specifically identified as covered and exclude all others. We understand you had an outside contractor diagnosis your toilet and repair a bad connection at the battery. As the repair was to the components for the macerator and not the toilet itself, we will not be able to offer reimbursement for the diagnosis and repair. We consider this claim closed.
Nov. 29th, 2022
neverhadascreenname Kenmore, WA
I've wait 10+ months now for a new washer through this company, and STILL don't have it. They have no sense of urgency and no customer service. If I could give it a zero start review I would.This company is a scam and make it incredibly hard to get work done on your house and/or in contact with any representative. I have spent HOURS waiting on calls with the company only to get hung up on. Only way to contact anyone in the company is through a call that gets filtered through all other calls. I've dealt with numerous representatives who don't know what they talk about or can't help me with issues. They charge $85 for any service even if they can't do anything about it + you installment for the warranty.
They won't let you contact any of their contractors and do all the communication through them, but they don't communicate anything to you. I've had to call to update them on status of my own project that they should know and be in communication about. I was waiting a month for hose to a dishwasher that can be bought at any home depot store. It got to delivered to my house instead of the delivery company and NO ONE KNEW. I had to wait on an hour+ call just to tell them that it arrived at my place instead of the installers warehouse, and they've kept my washer hostage, waiting to deliver it because of the hose delay, but without any follow up. By far the worst company that holds you money and communications hostage. I will be reporting to BBB and canceling home warranty early.
7 months ago
Reply from First American Home Warranty
Thank you for your comments. We did request additional information from you previously so we could further look into your claim, but was not able to connect with you. Should you still need assistance, please feel free to reach out to us.
Nov. 2nd, 2022
Judy Glass North Las Vegas, NV
The worst experience I have ever had, hands down, was with First American! I discourage anyone to be a client. First American proved itself to be the most unprofessional company I've dealt with. It's a waste of my money and time. This company canceled my home warranty 6 months ago without notifying me and without my authorization or permission. I am the sole homeowner and they allowed a 3rd party to cancel my home warranty without any kind of prior communication with me. Go figure, my water heater broke last night and when I called First American to start a claim I was advised that I no longer had a contract with them and that is how I found out. I felt and I still feel that slap on my face, this is the most extreme betrayal a company can have with a paying client. I was not given a formal apology nor a resolution. I spoke to about 4 different people over the phone, who did not have the resources to provide me the confirmation number of the cancelation, or why I was not notified as the homeowner. I had automatic payment set up, so it went unnoticed when they stopped taking the payment. I was not offered resources, I was not given a sincere apology nor a recommendation as far as how to solve this problem. They didn't offer help to fix the damages or this situation whatsoever. I am truly disappointed and outraged. In this day and age there's multiple options for communication yet they failed and neglected to reach out to me as I received no documents about the cancelation. I highly suggest anyone that is working hard for their money to stay away from this company and go with something else. This experience undoubtedly broke my trust in First American. If I could, I would give them a minus rating.
7 months ago
T Havener Calhoun, TN
We have had First American Home Warranty for about 16 years total. We lived in Plano, TX for the first 10 and they were great!
We moved to Tennessee in 2017 and renewed our policy for our home here. It has been nothing but trouble since then! We can not get service people out here in the country, they assign contractors (repeatedly!) that refuse to come and do not even let you know, just never show up. Now they want to collect their service fee BEFORE they will even assign a contractor, not even acknowledging that they have a problem there. Before you could at least have a contractor to come out, pay their fee, get a written estimate, wait for them to accept the amount of the repair, get the contractor to come back out and fix it, pay them and wait for FAHW to reimburse you. This has taken 2 months just to get the repair done and another 4 to 6 weeks to be reimbursed. We are on a fixed income, that is why we decided to get a home warranty. This does not work when you live out in the country! I would give them zero stars if I could at this time!
8 months ago
Reply from First American Home Warranty
T Havener, Thank you for taking a moment to share your review. We are disappointed to hear that you experienced these issues after moving. We do have a great selection of contractors, but in some areas, options may be more limited. Regarding the service fee, we do require the fee for the contractor to diagnose your issue. It is our goal to provide our customers with a successful resolution, and we will share your comments with our team to ensure our quality of service meets our customers’ expectations. We hope the next time you may need us, you will give us another chance to meet your needs.
Sep. 28th, 2022
Stephen Gilbert Galveston, TX
There is not much that I like about First American!
I am typically on hold for 30min to an hour when I attempt to file a claim.
When I finally get an agent on the phone, 100% of the time the agents are offshore and most have difficulty speaking English!
My most-recent claim has to do with the coils failing on my HVAC unit. The contract indicates that these coils are 100% covered on the warranty and yet it has been a month trying to get First American to get the work done!
2 companies that First American had bid on the work were sheisters--labor charges were trumped up to perform 'mods' that were not required--these mod charges amounted to $1500 on our end. When we paid for an honest, reputable, licensed contractor to quote the work required, they indicated no mods were required.
So, we have spent the last 3 weeks going back and forth with First American, who keep insisting that the mods are necessary for the coil replacement, despite our frantically trying to explain to them that their contractors were not being honest with them and us!
It is obvious to us that the folks at First American don't understand about HVAC operation or this discussion wouldn't be continuing.
As of this date (9/8/22), nothing has been resolved and we are sweating it out in a 85 deg F house!
First American should do the right thing and get the work done by the reputable contractor that we recommended--the contractor's costs are reasonable and there is no attempt by this contractor to gouge us on unnecessary 'mod' costs.
We have spent hours on the phone with these people and I have sent them mounds of data detailing the necessary work and costs to get the coils replaced.
What else can we do to get First American on-board with honoring their contract and commitments?
8 months ago
Reply from First American Home Warranty
Hello Stephen, thank you for your feedback in this matter. First American Home Warranty Corp’s (First American) records indicate that a claim was placed on August 19, 2022, for your air conditioner not cooling. First American dispatched an independent contractor Falls AC and Heating Services Incorporated (Falls AC) to diagnose the failure. On August 24, 2022, First American authorized the replacement of the evaporative coil, due to a non-repairable leak. Falls AC did quote $1,481.00 in non-covered charges related to modifications needed to the plenum, secondary drain pan, drain line, as well as the Freon line set. Modifications are not a covered item as listed in the Contract under the Limits of Liability section, number six. Our records indicate First American communicated these cost to you, and were pending your agreement to proceed. To date, there has not been an agreement to proceed with the replacement. First American has contacted you and left a voicemail to discuss further options. This claim is considered pending.
Sep. 15th, 2022
Janis Moore Durham, NC
On 07/24/2022 the both air condition units went at our home. We contacted 1st American to file a claim to fix the unit.
They had come to fix the unit within the last 45 days already. So we We attempted to use the electrical panal to restore
the units but the system auto shutdown again. We paid,out of pocket, for an electriction to come and confirm their
were not any isssues with our electric panel. The electriction advised the panel was fine and that the outage was the
result of the fauly way that the previous fix was done by the HVAC contractors. They had left wires outside of the unit
and the internal fan had chewed through the wire. The internal fan that was previously replaced is also too big for the
unit. The electriction was able to get the downstairs system to work without causing an electrical issue. Meanwhile the
American advised that Hooked up Vac come back out on tuesday 07/26. Hooked up did not show. American contacted
them and told us we would be 1st up wens 07/27, for them to come and inspect the unit for repairs. Unfortunately we
were not 1st and they got hung up all day on another job. My husband wanted this company to come since they had
done the shoddy work the 1st time. But he advised we never wanted them here again after the fix. Hooked up did not
come on 07/27 but did come on Thursday the 28th. They said the air compressor was broken and that they would have
to order the part through the company and that it might be the following thursday before it came in. They also
mentioned that we might have to pay a 900 copay. American never mentioned that. Nor have they at this time. When
we called American on Friday, they had not received the report from Hooked Up. Hooked up has 24 to 48 hours to turn
in report. I advised that my grand children are here for the summer and we have 95 degree temps in the bedrooms.
American advised they could assist with fan reinbursement or $150 for one portible air condition for one room only. On
monday of the following week still no report was in. They were able to get the report later in the day from Hooked up.
The part was located but on back order in their facility. I called on Wens and they were trying to locate the part from a
different vendor in the area. On Friday 08/05 Hooked up Received the part. We were told this by American. American
tried to reach Hooked up about the installation appt and only got voice mail. We called American Sunday as we do
almost everyday and wait on the phone for 30 mins. Still no word from hooked up. Monday 08/08/2022 Hooked up
advises American they will call by the end of the day and schedule installation. We were never called. I called American
Monday evening and advised of this. I called American this morning. They esculated to another dept. I called Hooked
Up and they said someone was supposed to have reached out on Monday. When I advised they did not, they said they
would email the installation dept and someone would reach out within the hour. Of course no one did. When I called the
voice mail box was full, so I called back. This time I was given a direct number to the installation rep. He answered and
said he would check the schedule and call me back within 45 mins. He did not and did not answer when I called back. I
later had my husband call Chris from Hooked up, and he answered. He advised he told me he would call back this
afternoon or 1st thing wens 08/10. We heard nothing else today the 9th. We are in our 3rd week of not being able to
comfortably sleep in our bedrooms. I swaet most of the night. I have to sit in a cold bath before bed each night to make
this tolerable. It has been hard on my grandkids so I sent them home a week early from their visit. I express this to
American each call. Yet the $73 payment came out of my account today, as if they are doing their job. I am hoping
someone can get to the bottom of how this can happen during these record degree temps. It is depressing and heart
breaking, I also work from home so I do go downstairs because it is too hot in the home office. I feel powerless. It
seems American is powerless to push the contractor to get this resolved quickly. I have no idea how long this will
continue. I am hoping we will get a call tomorrow, but I fear they will tell us it will be another week before we have air.
I wrote this to the department of justice a couple of weeks ago. Yesterday the contractor missed the 8th appt. American does not want to assign a new one because the current contractor has the part. I am on hold for the 2nd time today. I spend at least an hour on a call almost everyday. I have reported to BBB, and DOJ and DOI. they are involved and still no resolution. this is depressing. please dont use this company. I have been a loyal customer for 8 years
8 months ago
Reply from First American Home Warranty
Janis, We are disappointed to hear that you have experienced this delay. We requested additional information from you so we could further look into your claim, but was not able to connect with you. Should you still need assistance, please feel free to reach out to us.
Oct. 6th, 2022
Kimberly Merritt
Please take the time to research other companies. I originally was satisfied during the first year of my contract, overall. The second year they increased the service and drastically decreased the quality of contactors and customer service! I wished that they were as aggressive with providing a quality experience as they were with keeping my renewal at the end of last year. Each time that I speak to a representative different information is relayed and completely different information is noted on my account. My biggest frustration is that I requested HVAC maintenance service in April and it was never scheduled (even after getting confirmation that it was submitted). Had to call back multiple times, and the rep said that it was a system failure on my end and I was supposed to call back and follow up with them. The service was scheduled with a contractor, who set an appointment in May had to reschedule because of a technician issue on their end. The techs that they sent damaged the drain valve in the attic and we didn't find out until two days later when we found a leak and system not working. I called First American and sat on the phone for an hour to no avail and ended up calling the contractor. After a few Voicemails and emails, we got a tech to come out the next day (we're in TX and no AC is not an option). We were charged for the maintenance and for them to come back out and repair what they damaged. I requested a managed to contact me on 5/20, 6/8, 7/6, and 9/1. To do this day nobody has called. I was given a coupon for a free service (incentive for renewing), the rep applied it to my account in July. Only to receive a delinquent notice in August saying that the fee was never paid and the July rep notated in the system that she communicated to me that it wouldn't be applied to the fee, which is completely FALSE. I know each company may come with it's own woes but skip this company at all costs.
8 months ago
Verified Customer
Review Source
Phil Carpenter Hamburg, MI
First American sets you up on an annualized payment schedule on your credit card then makes it very difficult to cancel. This results in months of credit card Billings . I had to cancel my credit card to stop their payments. I emailed all the documents they requested which they said they never received and continued billing me. I would rank them as scammers and give them the lowest possible rating.
2 years ago
Reply from First American Home Warranty
Hi Phil. Thank you for your feedback. Our records do indicate that at this time your contract has been cancelled. However, at the time of the sell of your home we never received your written request to cancel your contract.
May. 4th, 2021
Verified Customer
Review Source
Matthew Moore Virginia Beach, VA
Slow to fix any claims. I have waited over 30 days for repairs on multiple claims. They will replace only one small component at a time no matter how many failures a single piece of equipment has. If your A/C or heater goes out expect your home to be in the 90s or 40s depending on the season. Calls are not answered. Messages are not returned. Find another home warranty company! Do not sign up for this service!
2 years ago
Verified Customer
Review Source
Brenda
My first occasion to use my new home warranty has been a huge disappointment.. my microwave stopped working in 11/15 andI immediately reported it and was told the claim would be filed... which it was and in 36 hours Sears sent an email that Sears service department would be ti my home on DECEMBER 29....6 WEEKS AWAY!!! to repair a microwave!! I called FAHW again yesterday to question the time stated and was told Sears would call within 4 hours... 2 days later, I'm still waiting!!!
2 years ago
Verified Customer
Review Source
Marissa & Nathaniel Bianco North Las Vegas, NV
If I could give zero stars I would. We called to put a request in for for our new homes refrigerator and an agent actually answered the phone SINGING and was very very very obviously under the influence of alcohol/drugs. So extremely disrespectful!!!! And then when we did get "help" they said they wouldn't be able to come to our house until the end of the next week. So we had to go out and buy a brand new refrigerator because we have 3 kids and all of our food was completely ruined. Hands down absolute WORST customer service my husband and I have ever received.
2 years ago
Verified Customer
Review Source
Helen Kamin
They lied about when emergency service would take placeplace. No return phone calls when indicated they would with status information. Representative refused to let me speak with a supervisor. Don''t think they really have them as all calls were answered in El Salvador or Guatemala. Request to have ac issue turned in as emergency due to severe health issues. Request was turned in as normal. Service took more than 5 days with emergency status. This is unacceptable. After more than 15 years with a company, one does not ex
3 years ago
Verified Customer
Review Source
Richard Angell
First America Home Warranty does not have the network to serve the smaller cities. I requested service from a plumber, electrician and locksmith. First America told me they had no one in their network that could provide service. I was told to find my own provider and they would reimburse me less the service fee. I did find my own people for less than the cost of the service fee. If First America can't provide service for the small things, what are the odds they will help with the major things.
3 years ago
Verified Customer
Review Source
JASON Phoenix, AZ
Had to speak with the President of the companies assistance to get any help. They continue to use horrible sub contractors.
1 month ago
Reply from First American Home Warranty
Jason, Thank you for sharing your feedback with us. We certainly do our best to ensure overall satisfaction for our customers and apologize that you had to escalate your concerns to be heard. We hope the next time you may need us, you will give us another chance to meet your needs.
Apr. 20th, 2023
Verified Customer
Review Source
Ken weatherford Jr Cordova, TN
I requested that my HVAC contractor fix my AC unit, my request was declined. Took him 10 minutes to fix the minor problem. It's 100 degrees I Memphis and I needed it fixed quickly. My vendor was here same day.
11 months ago
Reply from First American Home Warranty
Hello Ken,
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 on June 16, 2022, you placed a claim for your air conditioning not cooling. First American dispatched independent contractor Subcooling Services LLC (Subcooling) to diagnose the failure. On June 19, 2022, you requested First American to cancel your claim as service no longer needed. Please be advised, First American will not reimburse for services performed without prior approval. You may refer to your warranty contract, under IMPORTANT section, which states:
“First American Home Warranty Corporation (Company) will not reimburse you for services performed without prior approval.”
First American considers this claim closed.
Thank you,
Jun. 28th, 2022
John McFarland Louisville, KY
Have just experience a total disaster with my warranty on are Electric Water Heater
Have spent 3 Weeks And countless hours with them to repair the water heater.
THERE is a TOTAL DISRESPECT FROM THEM TO REPAIR THE WATER HEATER.
after 3 Weeks of this I gave up and called a local repair co . THEY FIXED THE WATER HEATER THE SAME DAY WITH A BRAND NEW WATERT HEATER
This Co Has NO RESPECT FOR THIER CUSTOMERS
ADVISE ALL FUTURE C USTOMERS GO WITH A TOP WARRANTY CO THE
EXTRA MONEY WILL BE WORTH IT
6 months ago
Reply from First American Home Warranty
Hello John. 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 November 4, 2022, for your water heater not working properly. First American dispatched Jefferson Plumbing, LLC, who reported the wiring and elements burnt and recommended replacement. A replacement was ordered with an estimated installation date for November 23, 2022.
On November 18, 2022, you informed First American you had already replaced the water heater and requested a cash payment in lieu of water heater replacement. Therefore, First American processed a cash payment in lieu of water heater replacement in the amount of $859.62 on November 23, 2022. Please allow 7-10day for the processing and mailing of your check and please refer to your home warranty contract under limits of liability number fourteen.
First American considers this claim closed.
Nov. 24th, 2022
Conner O'Hea Albuquerque, NM
First American Home will do anything they can to make sure they don't help you. The only contractor available currently has 1-star reviews on BBB, Yelp and other trusted sites. When we brought in a third-party contractor to review the AC unit they recommended a replacement for the safety of the home. First American said they will not replace until it is inoperable even though there are major issues.
Will definitely be looking into other companies once my contract is up in one month.
7 months ago
Reply from First American Home Warranty
Conner, We are disappointed to hear that you were not happy with your diagnosis. We do complete internal surveys as well as monitor feedback on our contractors. We always want to ensure we are providing our customers with the best service possible. We hope the next time you may need us, you will give us another chance to meet your needs.
Oct. 12th, 2022
Grace Tseng San Carlos, CA
I filed a claim to repair my built-in microwave on 7/27/2022. The problem has not been taken care of as of this date (9/8/2022). The first assigned technician's assessment was the unit couldn't be repaired &needed to be replaced. FAHW finally assigned a 2nd technician who was suppose to inspect and give a 2nd opinion today(9/8/22). The appointment was postponed again to 9/14/22. Very difficult (holding time is more t 30 min or longer) to get to talk with a real person at FAHW. Phone recording said to call me back by the next business day but never did.
8 months ago
Reply from First American Home Warranty
Hello Grace,
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 contractor Nana Technologies recommended replacing the safety thermostat switch and fuse to your microwave. First American authorized the repair. Nana Technologies reported to First American they attempted to schedule an appointment to complete the repair without success. On August 26, 2022, First American dispatched independent contractor Peninsula Appliance Repair LLC (Peninsula Appliance), who scheduled an appointment with you for September 23, 2022. Peninsula Appliance will submit their diagnosis and recommendation to First American for review. First American will contact you directly with an update regarding your claim.
First American considers this claim pending.
Thank you,
Sep. 14th, 2022
Verified Customer
Review Source
willie summers Perry, AR
I have been with heat in my house about a mounth and can not a new unit installed your co. dose not want to keep there promise will not answer the phone or answer voice mail,I am up for renewel in Jan. and it Questionable if I will renew!
1 year ago
Verified Customer
Review Source
Mike Arlington, TX
Your monthly rate is high--have not received your promotional gift card, after almost 5 months. FAHW has no compassion for its loyal, faithful customers, in my opinion, all FAHW concerns is to make money, and not fair customer treatment relationship.
2 years ago
Reply from First American Home Warranty
Hello Mike. We are sorry to hear. We have messaged you for additional information.
Apr. 17th, 2021
Verified Customer
Review Source
Sue M Beasley
failed me on 1st claim- sent out a tech that didn't know his job-ended up costing me almost $ 300.00- then turner down my claim on cracked toilet tank-said they only cover normal wear and tear-I thought flushing a toilet was normal wear and tear!!!!!~normal
2 years ago
Reply from First American Home Warranty
Hello Sue,
We would like to apologize for any inconvenience you may have experienced during the handling of your claim. First American's records indicate you placed a claim for a plumbing stoppage and a cracked toilet. First American dispatched an independent contractor, All Hours Emergency Plumber LLC who reported the septic tank needed pumped as it was full. In addition, they reported the toilet cracked as a result of physical force which is not normal wear and tear. Please be advised, This Contract covers only the items specifically identified in this Contract as covered and excludes all others. In addition, Liability is limited to repair or replacement cost of Item due to normal wear and tear. You may refer to your home warranty contract under the section marked Important and Limits of Liability, Number Three.
First American considers this claim closed.
Nov. 4th, 2020
Verified Customer
Review Source
Norm
Terrible service. A recent example is when a 35 year old ceiling fan's light switch broke from inside its housing. The technician stated to me that it wasn't covered as it was classified as not normal wear and tear; additionally, he laughed and said they didn't tell you about their exchange policy?
2 years ago
Verified Customer
Review Source
Ms Doris
I am been very satisfied in the past. This time I'm really disappointed. I had an emergency I was assigned a company that's 2 hours out of my area and wasn't open on Saturday. I had to get someone on my own & pay myself. Your customer service person was very disrespectful
2 years ago
Verified Customer
Review Source
Hamid K
My faucet was loose and its bolt was stuck due to rust and they said it’s not covered and I paid for the faucet and labor to replace it. Cost me $400. It should have been covered. Not happy at all. I do not recommend this company.
2 years ago Edited September 14, 2021
Verified Customer
Review Source
Mary Jo Hooper Hanford, CA
Simple I called them for a water heater issue and the verdict is it needed routine maintenance. I bought the house 4 years ago, the water heater is 30 years old. Routine maintenance is a grossly ignorant claim on the part of First American. I pay my premiums and the company is negligent. I will not be continuing my policy.
3 years ago
Verified Customer
Review Source
RON SERAB
YOU DROPPED THE BALL, I'VE BEEN WAITING FOR 2 WEEKS FOR A DRYER REPLACEMENT AND NOW IT SEEMS THE ORDER WAS CANCELED BECAUSE DEALER WILL NOT DELIVER TO MESQUITE, NV. NO ONE BOTHERED TO CORRECT THIS OR CALL ME TO TELL ME THE SITUATION....
3 years ago
Verified Customer
Review Source
Brittney
We are three weeks without air conditioning and we are being told it will be at least 2 more weeks without in the hottest part of the year. They keep trying to fix things instead of replace unit. At this point it has gotten ridiculous and their customer service is terrible.
3 years ago
Lauren L Acampo, CA
Sad sketchy company. To save money they hire the bottom feeding contractors who don't know what they are doing. If you like to waste time waiting for people who no show or can't diagnose your problem, this is the company for you. I have struggled through this with several repairs. The latest was a dishwasher that has not worked in over a month. Had a "virtual visit" by the repairman who ordered parts based on my photos. They then no-showed to the install appointment but labeled the job as done with FAHW. When I called them they said I needed an electrician, not them. Then the story changed - they needed to wait for more parts. They wanted me to wait another couple of weeks for the next install appointment. Infuriated I called FAHW. No remedy there. I was told my complaint went to the TOP and I would get called in a couple of hours. 2 DAYS later and no call. 4 more phone calls to FAHW, they rescheduled me with the SAME lowlife contractor. When I went ballistic they said maybe they would give me a cash credit, they would have to talk to the TOP again and get back to me. I have gotten the run around one too many times, broken promises. Any company that hires contractors who tell bald faced lies - to them as well as myself - is too scummy for me. I am done. Cancelled today.
9 months ago
Reply from First American Home Warranty
Lauren, Thank you for sharing your comments with us. We were unable to locate your claim with only the name provided. We did request additional information from you so we could look further into your claim, but was not able to connect with you. Should you still need assistance, please feel free to reach out to us.
Oct. 6th, 2022
