First American Home Warranty Reviews
8.1
Overall Score
Verified Customer
Review Source
Paul
Not so well. Waited a long time for service. Tech came and had you order a drip pan replacement. Waited and wrong part came. Called to report that and rep said a new was being ordered. Awaiting the new part and return instructions for the part that does not fit. What gives?
2 months ago
Reply from First American Home Warranty
Paul, Thank you for your comments. We requested additional information from you privately 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 directly.
Oct. 9th, 2025
Verified Customer
Review Source
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
3 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.
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
Verified Customer
Review Source
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.
3 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.
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
Verified Customer
Review Source
Mandy Matthews Stephenville, TX
After being in our home for 1 week, the hot water heater went out. I called set up a service call online. There was no one locally to service our needs and we went 4 days without hot water. There were multiple calls to the call center, 2 different businesses scheduled, and then conveniently overbooked and didn't bother to call us and tell us they were not coming. It was incredibly frustrating. Repair services do not want to spend 1 hour or more driving (one way) to Stephenville, TX when they can stay in the metroplex and make more money. Please secure local businesses to service the needs of your customers. I gave 2 stars because of the nicest call center representative that tried for almost an hour to locate an alternate provider after we had a no show. He could not locate anyone that was willing to show up soon.
5 years ago
Reply from First American Home Warranty
Hello Mandy,
We apologize for any inconveniences you may have experienced during the handling of your claim, and thank you for bringing this issue to our attention, as 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 the service request for your water heater has been cancelled as the unit has been repaired.
Thank you,
We apologize for any inconveniences you may have experienced during the handling of your claim, and thank you for bringing this issue to our attention, as 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 the service request for your water heater has been cancelled as the unit has been repaired.
Thank you,
Aug. 10th, 2020
Verified Customer
Review Source
Stephen
The first year I owned my home, they were very good about helping me out and so I renewed it for a the second year. Every time I call, everyone seems very polite and helpful however I don't necessarily feel like my issue gets solved or they have the best people taking care of the issue. I was having plumbing issues and they sent a total of three plumbers out to the house. The first two I found out had no idea what they were talking about and so one of my bathrooms has been in shambles since then until I had a third plumber who knew what he was talking about and we found out that they were all easy fixes so I'm wondering why it took seven months without hot water. I don't feel like they send the most professional contractors out to the house.
6 years ago
Verified Customer
Review Source
Pete Robbins
The gentlemen we were speaking to, George, was not able to address our questions or concerns and when he went to validate my concerns he agreed he gave us incorrect information. I asked him to escalate this to someone who could address our concerns more knowledgeably, he wouldn't saying that the information he gave us was correct. At this point we most likely will not be renewing our warranty because we don't understand the coverage.
1 year ago
Verified Customer
Review Source
Ping Fu Calabasas, CA
They don't make sense. Their contractors make up stories to get our claim denied on purpose, so they they can take the business away to make their own money, and this Home Warranty community let them do that. By this kind of contracted relationship, home warranty company doesn't have to pay for any repairs whenever possible but still collect yearly premiums. AND, you can't cancel your policy in the middle of the "term". So as consumers, we lose twice: $85 copayment for each claim ( without getting proper service ) and the whole year premium. You are pretty much stuck with them.
3 years ago
Reply from First American Home Warranty
Ping Fu, 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.
Jan. 10th, 2023
Verified Customer
Review Source
Betsy Smith Canyon, TX
We have called at least 6 times about our toilet stopping up. They come out and clear it and say it's fixed, but it obviously isn't fixed. It only works for a few days then it stops back up. Two of the plumbers they sent have said we need a new high volume toilet, but they don't get us one. I feel like we have been misled. You are not replacing the toilet that clearly is not fixed.
3 years ago
Reply from First American Home Warranty
Betsy, We did request 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.
Nov. 11th, 2022
Verified Customer
Review Source
Candida Gallegos El Paso, TX
I am completing this survey a little late. I put in a request for my air conditioner on 9/15/22 and as of today (10/14/22) it has not been resolved . I live in the desert were temperatures reach 80-90 daily. Thank goodness during this time the weather has been mild. I must still however open all my windows and doors at nigh to get the cooler breeze. Awaiting closure
3 years ago
Reply from First American Home Warranty
Update 11/03/2022:
Hi Candida. We would like to apologize for any delays in handling your air conditioning claim. Our records indicate you confirmed Ideal Climate completed replacement of the condenser fan motor and cap on 11/03/2022. We have authorized FAS Appliance and Refrigeration to replace the failing section of copper line and they will be in contact with you for scheduling. First American considers this claim pending.
Hi Candida. We would like to apologize for any delays in handling your air conditioning claim. Our records indicate you confirmed Ideal Climate completed replacement of the condenser fan motor and cap on 11/03/2022. We have authorized FAS Appliance and Refrigeration to replace the failing section of copper line and they will be in contact with you for scheduling. First American considers this claim pending.
Nov. 3rd, 2022
Verified Customer
Review Source
Dongning Wang San Jose, CA
My experience with the contractors from First American Home Warranty is mixed. My last request with STREET PLUMBING AND ROOTER. Their call is super hard to connect through. There were times the worker they sent trying to reach to me and I missed the call, but immediately call back to their number (every communication is through one number) but couldn't get through. Eventually the worker couldn't enter my home and we missed the appointment. Ever since then I was trying to call their service number to setup another appointment, and haven't got connected successfully.
3 years ago
Reply from First American Home Warranty
Dongning, Thank you for sharing this feedback with us. We did request 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
Verified Customer
Review Source
Marsha A. Farello Clayton, NC
Had ice cube maker service, paid the technician $85.00 - then First American Home Warranty billed me for this amount. I had to prove that it had been paid, felt like I was on trial. Your technician works for you, I can hire anybody to issue a Home Warranty. I have only used you guys TWICE - and my second time was a real doozy. I think I should be compensated with a free something or another. An apology just doesn't cut it!!
3 years ago
Reply from First American Home Warranty
Hello Marsha. Our records indicate you placed a claim on May 21, 2022, for your refrigerator leaking water from the ice maker. Per the home warranty contract under Customer Service Number Two, anytime a claim is placed the $85 service call fee becomes due. You informed First American that you paid the service fee to the contractor. As of July 5, 2022, the contractor confirmed he collected payment and your claim reflects as satisfied.
First American apologizes for any inconveniences you experienced and considers this claim closed. Thank you.
First American apologizes for any inconveniences you experienced and considers this claim closed. Thank you.
Aug. 11th, 2022
Verified Customer
Review Source
Hooks New Braunfels, TX
Did not repair my refrigerator, I bought the refrigerator from the previous owner, when I had a problem the repair company could not get to me fast enough so I bought a new refrigerator and moved the broken one out of the kitchen, I have never heard back from first American. The broken refrigerator was the one that I bought with the house not a secondary refrigerator first American should repair it but they did not.
3 years ago
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. We hope the next time you may need us, you will give us another chance to meet your needs.
Jul. 8th, 2022
Verified Customer
Review Source
Patrick Perl San Luis Obispo, CA
Our in-wall plumbing leak was resolved, but then drywall needs to be replaced. FAHW could not source a local contractor, and therefore told me to find my own for reimbursement. I can't find a local contractor, probably for the same reason that FAHW couldn't find a contractor, and now I am getting emails from FAHW saying that if I don't find a contractor soon then FAHW is going to close my claim. Unnecessary pressure on me to try to do something that FAHW couldn't do itself.
4 years ago
Reply from First American Home Warranty
Hello Patrick,
First American apologizes for any inconvenience you may have experienced during the handling of your claims 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, our records indicate you have been pre-authorized up to $275.00 to hire your own independent contractor to patch up the drywall access created by the plumber. Once you have located your own contractor, please provide with their estimate/invoice for review.
Please be advised, First American considers your claim pending.
Thank you
First American apologizes for any inconvenience you may have experienced during the handling of your claims 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, our records indicate you have been pre-authorized up to $275.00 to hire your own independent contractor to patch up the drywall access created by the plumber. Once you have located your own contractor, please provide with their estimate/invoice for review.
Please be advised, First American considers your claim pending.
Thank you
Jun. 10th, 2021
Verified Customer
Review Source
Deborah Harris Helotes, TX
The company they have a contract with for ac and heating, Air Force 1 is horrible! The techs display 0 knowledge, sympathy, or empathy. I had to go to an outside company for repairs. They removed a damaged part, ordered a new part then took 4 unsuccessful visits and I still had to get an outside company to repair my system. Air Force one had the gall to try to sell a product I did not need prior to the repair! Other contractors under them 5 stars then they leave first america. I wonder why..
4 years ago
Verified Customer
Review Source
Kelley Morfoot
I have had 2 service requests made years apart and both times they claimed to not have gotten the request even though the deductible was paid initially. It had to be resubmitted which added days onto the request. Both times the service appointments were made for a random day and time so I had to take time off of work. If they would have consulted about the appointment time I would have scheduled it for my day off which is during the week.
5 years ago
Verified Customer
Review Source
WILLIAM SMITH Pensacola, FL
ITS THE SUMMER TIME, ITS HOT AND MY A/C IS OUT,I HAD TO WAIT A WEEK FOR A TECH TO SHOW, THEY SAID THEY DID BUT NO ONE CAME TO THE DOOR,NOW I HAVE TO WAIT ANOTHER WEEK,I WORK SIX DAYS A WEEK AND IT COST ME MONEY TO TAKE A DAY OFF,I HAVE A PHYSICALLY HANDICAPPED ADULT LIVING IN MY HOME AND ITS UNBEARABLE, HELL ITS A BITCH WHEN I CANT EVEN SPEAK TO A REPRESENTATIVE. I AM VERY DISPLEASED AND FEEL THAT IF YOU OR YOUR LOVED ONE WAS IN THIS POSITION YOU WOULD BE TOO..
5 years ago
Verified Customer
Review Source
Jami Sims
Well they seem like a good company when you have a problem. It is easy to fill out a form either over the phone or in the website, however there is generally no follow through and they still haven't fixed my heater since probably January at this point. Oh by the way I love in the north east. I hope they fix it by next winter at this rate. They used to be better last year they fixed a few issues really quick. Not sure what changed but hopefully they can get there stuff together.
5 years ago
Steven Renke
The service has no email address, and the only way to cancel a contract is to call during normal business hours and wait on the phone to do it.
Its 2025, they should have this automated and easier. It appears they want me to pay forever for this.
service is fine - didnt really use it but it was nice to have. Its just very frustrating to be stuck on auto-renew with no easy to way to cancel.
also, there is an early termination fee which is also ridiculous in my opinion. What is that protecting against?
not a good value in my opinion.
8 months ago
Reply from First American Home Warranty
Steven, Thank you for reaching out. Cancellations can be submitted to cancellationsupport@firstam.com. As your home warranty is an annual contract, please call us at 800-327-9292 Ext. 7521 to discuss any fees that may be associated with cancelling.
Mar. 24th, 2025
Verified Customer
Review Source
Nancy Florence, KY
I am trying to resolve an issue and was promised a return call on Friday but no call back so I called today said they couldn't hear me so I suggested they call me back I am still waiting at 9:00pm and this was this morning before noon.
2 years ago
Verified Customer
Review Source
Mario Lodi, CA
Little disappointment, my hot water went out and thought it would be more sense of urgency. It probably be about 48 hours by the time a plumber actually is out here. Hopefully it’s something he could fix ASAP. We shall see.
2 years ago
Reply from First American Home Warranty
Mario, We do apologize that this took longer than anticipated. We have a process when evaluating and determining an outcome for our customers, and do our best to keep this process moving forward until resolved. We look forward to being there for you, should you ever need us again.
Sep. 27th, 2023
Verified Customer
Review Source
Michael J Paris Edinburg, TX
took 4 weeks to finally get the correct part no AC for 4+ weeks I had a planned trip during that time and because of incorrect parts and ac repair claiming to be booked I had to call several times and voice my displeasure and frustration.
3 years ago
Reply from First American Home Warranty
Michael, Thank you for letting us know about your experience. Unfortunately, we have been seeing manufacturer shortages and delays and apologize that this took longer than anticipated. We hope the next time you may need us, you will give us another chance to meet your needs.
Nov. 1st, 2022
Verified Customer
Review Source
Armand Lake Worth, FL
I didn't get somebody to my house until three days later and I can't in touch with them because they don't pick up their phone. I ended up paying a hundred and eighty dollars plus the two hundred and eighty dollars I put in the system.
6 years ago
Verified Customer
Review Source
Paul Y.
Some simple cases are OK. But A/C service is not acceptable. There is a company called Expert HVAC, which I have told them is not responsive and overall terrible but they keep sending them. Shouldn't they have learned from my feedback?
6 years ago
Verified Customer
Review Source
Anonymous
Sometimes they're very good and sometimes they're not. One time my refridgerator didn't work and I called them and they said they weren't going to do anything about it. Sometimes they don't think that it's not working. I just wish they didn't give home owners a bad time
6 years ago
Reply from First American Home Warranty
Thank you for sharing your recent experience. We take all feedback provided to us seriously, as it helps us to make changes where needed.
Oct. 19th, 2021
Verified Customer
Review Source
jeanette dalgado Redondo Beach, CA
I would have given them a 5 star rating bcos it was easy to file a claim, get someone to come quickly HOWEVER the person who arrived spoke NO ENGLISH!!!!! THAT is a deal breaker!!!!!
2 years ago
Reply from First American Home Warranty
Jeanette, Thank you for sharing your experience with us. It is great to know that you were provided quick service. We have a great selection of contractors that we take pride in partnering with and it is disappointing to hear that this was a 'deal breaker' for you.
Jan. 5th, 2023
Verified Customer
Review Source
Dorothy Bida-Silver Roseville, CA
did not cover an item that I believe should have been, as per the booklet that lists all the items covered. Also, sometimes the quality of the service companies is not the best.
3 years ago
Reply from First American Home Warranty
Dorothy, Thank you for your comments. 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. We can certainly go over this with you and answer additional any questions you may have. We hope the next time you may need us, you will give us another chance to meet your needs.
May. 5th, 2022
Verified Customer
Review Source
Kristi Portland, OR
Communication was horrible, first American blamed the contractor they hired, the contractor blamed first American. 2 months of going back and forth until I ended up just buying a new dishwasher
4 years ago
Verified Customer
Review Source
Linda Moody
The first repair man could not fix it, The second one said he didn't have the part & would order it which would take ten days. It has been over 10 days & NO word frome him .
4 years ago
Verified Customer
Review Source
Dan Chandler, AZ
The reason I rated them 2 stars is because they left me with NO AC for 5 days in 117 degree weather. 2 young kids a wife and a small dog! No call back or any concern about our safety and health!
5 years ago
Verified Customer
Review Source
Marc Polander
I have been trying to deal with a service request since 2 weeks now and very little to no progress. Most not all of customer service people tell you the same thing as if reading a script. They tell you to call back tomorrow
5 years ago
Verified Customer
Review Source
Sandy
I just joined and I needed pool service, the company they sent the technician had a nasty attitude. He was extremely expensive to repair and determined that one issue was preexisting.
5 years ago
Verified Customer
Review Source
AJ
Poor quality technicians sent to the home and lack necessary knowledge or skills to makes necessary repairs and require multiple visits or they cant tell the difference between normal wear and tear versus breakage
6 years ago
Verified Customer
Review Source
Marilou Pearson
I have waited over a month for a refund. I have called 3 times and have been told my refund has been requested and should be back in my account within a certain number of days. It is still not back in my account.
6 years ago
Verified Customer
Review Source
Anonymous
The companies they use send technicians who do not know what's going on, 2 different technicians gave me 2 different answers as to why my refrigerator was acting up. Far worse than going to the local mechanic.
6 years ago
Verified Customer
Review Source
Ronald
The repairman was supposed to come and fix my refrigerator but I have yet to hear from him. I was without a refrigerator for three solid weeks the first time and now I've been out again for a week.
6 years ago
Verified Customer
Review Source
ROBERT Taylors, SC
My wife and I have been customers with FAHW for nearly five years and we had purchased what we thought was the premier protection package for our home. Up until April 14, 2023, we thought FAHW was a forthright company that stood by what they advertised in relation to home protection. Unfortunately, we were to learn what a double-talking scam FAHW was when I called to initially ask what protections our policy afforded us. At first, I spoke to someone in "Ecuador" who told could no "Help Me", then it was off to some other foreign country service center. When I asked for a copy of my policy coverage, I was told it would be mailed to me in 10 to 15 business days. When I once again explained that my home had various levels of damage, *e.g. air conditioning, duct work, mold, etc.) I was told "restrictions" were the norm and I could not be assisted at that time. So, here we are, 71 years old and 75 years old, and we have been hustled. I served 25 years in the Navy and my wife served 25 years in the CIA. We are retired and sadly disappointed in FAHW whom we thought was an honest company
2 years ago
Reply from First American Home Warranty
Hi Robert. Thank you for sharing this feedback with us. Can you please provide us your claim number so we can look into this further to better understand what may be going on?
Apr. 26th, 2023
Review Source
Kelly Mustang, OK
Our fireplace issue has still yet to be resolved. The “service company” who came out on the call didn’t fix the shut on/off issue. When I called the company to reschedule a followup, they told me they only cover their work for 30 days and normally don’t mess with fireplaces.
Called First American for assistance, spoke to Shelley C, who willing agreed to look into the issue but I’ve never heard back. Sent her the pictures, receipts, etc. as requested but no response. And this was back in February.
My overall rating is low because I’m paying for services that aren’t being completed.
2 years ago
daniyang Santee, CA
The portal was easy enough to navigate and to book a vendor to come out. Our dishwasher wasn't working and we scheduled a consultation for a diagnosis after having already verified with another repair service what was wrong and that basically, the part that we would need replaced is expensive. It cost $85 just for them to come out --- just for the technician to take 5 minutes and tell us there was nothing wrong with the dishwasher. We tried to request another one but it was ultimately too hard with no payoff that we could see and we replaced the dishwasher instead. I will never buy home warranty again after this experience.
4 years ago
Reply from First American Home Warranty
Hello Daniyang. We have requested additional information from you.
Sep. 14th, 2021
Eric Klopman Atlanta, GA
There are a lot of home warranty services with poor reviews. I tried First American Home Warranty because they cover a newly purchase home.
I Called 3 times for service over 6 months. 2 of the 3 services were not covered therefore I was forced to contact another repair company and covered the cost. Problem was First American wants you to pay the $75 service fee for each request even when they don't cover the cost of repair. Doesn't make sense to pay their ssrvice fee when they deny the repair and find and pay another repair company. Customer service is difficult at best to communicate with. Hold times are long.
4 years ago
Maria Peterson Goleta, CA
I just wish my realtor had given me a prepaid Visa card rather than this $600.00 home warranty policy. Getting in touch with them the first time ( on the phone) was painfully slow. You have to go on their website and make an account then getting someone to respond either doesn’t happen or takes forever. They charge a $75.00 fee to show up whether the person can fix the problem or not. In Santa Barbara most of their contracts go through phoenix plumbing and heating out of Santa Maria, more than an hour away. Maybe if they had more plumbers on their contract list it could be better. When my toilet backed up recently and I contacted First American I never got a response, who can wait when it comes to sewage? I called my own plumber, he quickly cleared it for $70.00 and I saved $5.00 by not paying First Americans co-pay!!!
4 years ago
Reply from First American Home Warranty
Hi Maria. We thank you for your feedback. Our records do indicate that when the claim for your toilet was placed online the step to assign a contractor was not completed. It is for the reason service was never provided. Thank you.
May. 28th, 2021
Tip Boulder, CO
I've had the warranty for years (I believe since 2014 or so) and hardly use any of their service (good thing I guess). But my recent service request is a nightmare. It's a toilet leak from my unit (I live in a condo) to my neighbor's downstairs. I understand that I need to get a quote and authorization before the work started. The rep is VERY slow to respond my questions. And in the middle of the claim they switched my rep to someone else! who also does NOT return my calls nor my messages online (why do they have a message portal feature if nobody is checking it?!!). They allowed me to use outside contractor and I am following their required steps to a T. Anyway, now they're having a problem with fixing the drywall of my neighbor's unit because it's not my unit! Well, that's not what I was told earlier. It's a part of the leak problem. If it's within my unit, they would have covered. So, what is the difference!? I asked many times how the drywall will be fixed after the plumber fixed my toilet leak (which he has done that). And the first rep told me that First American will be sending someone to patch the drywall. So, I don't understand why it is a questionable item now. And now again with the calls back and forth... on hold waiting for a supervisor to talk to me and still nothing!
For a simple toilet leak the work (not by the plumber but because of the steps I have to follow) takes more than a month!?!?! This is ridiculous!
4 years ago
Reply from First American Home Warranty
Hi Tip. We appreciate your feedback. We have messaged you for additional information.
Apr. 17th, 2021
john gant Chandler, AZ
When you call expect to be on hold for at least 40 minutes before you get a live person. and if they have to transfer you to another department plan on another 40 minutes.
The people that answer the phone are pretty good but their hands are tied on what they can do. A couple of people said that they would get back to me but they never did. One lady told me not to hang up because she wanted solve the problem for me now. She left me on hold for a while but she got me the answers I needed.
Bottom line, they have a bunch of good people but probably not enough. If they worked on the weekend or even later to accommodate people on the left coast that would be helpful.
5 years ago
Robin Redbreast Las Vegas, NV
I've been with First American Home Warranty for over 16 years. I can tell you in the past I have had positive experiences with this company. This time, however, not so much. My family and I were out of air conditioning for 14 days. This was due 100% to FAHW.
1. The technician they assigned me was here the very next day.
2. There was a substantial out of pocket cost I was not aware of.
3. I asked FAHW if there was anything they could do to help.
4. FAHW suggested a possible solution would be to take a "cash out/buy out".
5. I asked for a cash out quote so I would be able to make an informed decision.
6. I was told this quote had to come from a different department and that could take a few days.
7. I went the next 12 days, pleading, crying, begging for help and/or call backs from anyone in this company explaining I have a 91 year old cancer survivor who was suffering greatly in the desert heat.
8. While they promised to call back with the SWEETEST and most caring sounding phone voices they DID not call back. I called them 58 times over the days.
9. FINALLY I reached someone named Lisa. She was THE ONLY one who helped me. She was actually able to give me the quote everyone else said would take days and days in minutes right over the phone as I waited. On top of that when Lisa said she would call me back... SHE CALLED. When she said she would send me an email... SHE SENT AN EMAIL. If I had gotten Lisa in the beginning my air conditioner would have been fixed (including the time to order the parts) in less than 5 days instead of 14 days.
Once Lisa got involved we were able to get the go ahead over to the contractor who had the issue fixed in two days.
Lisa is the ONLY reason I gave 2 stars. Had it not been for her I would have given 0 stars.
I really don't think FAHW wants their customers to have this type of experience. They need to get Lisa to train the others including the supervisors I spoke with along the way.
In the past I have sent FAHW no less than 8 new customers. I will not send anymore of my friends with this type of service.
5 years ago
Steve Montgomery, TX
Needed an AC repair, within a month of moving into our home. Side note: when buying a home with an AC, spend a $100 to get an AC inspection from a reputable HVAC contractor. Most general home inspection firms don’t do a detailed enough inspection of the AC unit (e.g. using an electronic leak detector) to find a leaking coil.
If I could review the contractor who did the repair separate from First Am, the contractor would get five stars and First Am would get one star. The problem with First Am is that despite my paying extra to get AC coverage, with a specifically stated $1,500 maximum, the way that First Am “interprets” the contract language resulted in several exclusions that still resulted in my paying $800 for the job. That could have been a lot more if the Lennox warranty on the coil itself wasn’t still in effect.
Bottom line - I’ll certainly never use First Am again.
5 years ago
Philip F Ketterle Atascadero, CA
Good day. I am submitting this as a formal complaint based on the inability of your company to fix my Freezer. I initially contacted your company to have my ice makers checked on my Fridge. The technician came out numerous times and fixed the upper freezer and wanted me to wait a reasonable time frame to see if adjusting the temperature would resolve the lower freezer issue. He said give it 30 days and if it is still having issues then call again.. Ok so I did as he told me and you are now charging me $75 for the same issue.. PS in between this time my brother passed away so my main focus was taking care of family first.. Let me know how your going to reimburse me my $75 Thanks
5 years ago Edited September 14, 2021
Reply from First American Home Warranty
Hello Philip,
In the interest of customer service, First American provided you with a $75.00 service call fee reimbursement.
Thank you.
In the interest of customer service, First American provided you with a $75.00 service call fee reimbursement.
Thank you.
Jan. 9th, 2020
Unhappy customer Fresno, CA
My refrigerator and wash machine went out on Thanksgiving Eve it’s now December 19th and both items are not fixed. Unfortunately repair company was horrible and communication was lacking between First American and A and R repair. I ending up having to buy new refrigerator because unfortunately company couldn’t find a compressor sooner enough or couldn’t give me a date the compressor was to arrive. No one new anything about my wash machine and because I bought from someone who fixed it wrong they will not cover repair or replace. I’ve been a member for over 4year and they will now cover me when I really need them. Disappointed in our relationship.
5 years ago
Reply from First American Home Warranty
Hello Ms. Madel,
We have attempted to contact you several times regarding your kitchen refrigerator claim but have been unsuccessful in reaching you. Please contact First American at your earliest convenience in order to discuss your concerns.
Thank you.
We have attempted to contact you several times regarding your kitchen refrigerator claim but have been unsuccessful in reaching you. Please contact First American at your earliest convenience in order to discuss your concerns.
Thank you.
Feb. 14th, 2020
Mike Eide Henderson, NV
My first problem after signing up for their premium coverage. All went well on the first visit by a service technician. There was a part required to fix the problem. A month goes by and the problem comes back. We call the service company to find out where the part is and find out the claim has been denied. When we call FAHW they lie and tell me they left a voice mail after the service. We have no calls from them and no voice mail. We request a technician to be dispatched to fix the problem, even if we have to pay for the repairs. They indicate that once service has been denied they no longer have responsibility and we will have to find our own technician. They also charge an additional $75 fee that we had to call back to get reversed.
6 years ago
Reply from First American Home Warranty
Hello Mike,
Our records indicate you placed a claim for your kitchen refrigerator not working properly. All Desert Appliances Incorporated reported the thermal shell was deteriorated so the unit was not maintaining temperatures. Please be advised, thermal shells are not covered per your home warranty contract under Kitchen Refrigerator, Not Covered. At this time, your claim is considered closed.
Thank you.
Our records indicate you placed a claim for your kitchen refrigerator not working properly. All Desert Appliances Incorporated reported the thermal shell was deteriorated so the unit was not maintaining temperatures. Please be advised, thermal shells are not covered per your home warranty contract under Kitchen Refrigerator, Not Covered. At this time, your claim is considered closed.
Thank you.
Nov. 9th, 2019
Chris North Richland Hills, TX
Not sure why I’m giving them 2 instead of 1 but their phone system is horrible. Every time I have a question I get put on hold for an hour and then get transferred to four different people before hanging up the phone in frustration. Current home I just purchased has a keypad lock on it that is old and doesn’t work. Called to get it changed into an actual key door lock which I wouldn’t think would be such a big problem but they refuse to change the lock only fix the crappy one that’s on it. They literally haven’t helped me in any instance I’ve ever had. Oh and for being AMERICAN home warranty nobody there can speak fluid English and there’s always a language barrier.
6 years ago
Melissa Bradley Huntington Beach, CA
First they are getting 2 stars because they actually do communicate with me in a timely manner. However, their customer service sucks and the contractors they send out are incompetent. First about 4 months ago, I submitted a claim online that my dryer was having issues making extremely loud squealing noise. I was charged the $75 service fee. They sent a very nice man out to fix it. I thought it was all fixed. Then last month it starts doing the exact same thing. And my washer happened to die on me at the same time. Put in claim number 2. THis time the company they send out is here MAYBE 10 minutes (in that time he always used my restroom) didn't even look at the dryer or turn it on, tells me my whole front panel on the washer needs to be replaced and I will be charged extra for it being a stackable. WHAT??? I call First American, was told nothing would be extra as the $75 covers everything. a few days go by, the contractor does not return any of my calls. First American calls me and states they are ordering the parts for my washer, but the dryer is not covered. They claim "noise" is not an issue. WHAT????? Both time I explained the issue I was having and they had no problem charging me both times for the $75 service charge knowing they wouldn't cover "noise"? Mind you the dryer is not usable due to how extremely loud it is. Now they call me and tell me the contractor needs me to move the dryer from the washer (they are stackable) before they will schedule to come. Now I have to do part of their job for them? I'm a woman by myself and have to figure out how to get the dryer down before they come out? THey wouldn't even call me they will only talk to First American yet I am the one they need to schedule when they will come out. First American has not been a help whatsoever with this. THey use very unprofessional contractors, and they things at you last minute like this. Be very cautious of them.
6 years ago
Nathan H. Louisville, KY
**READ THE CONTRACT**
I have had FAHW for 3 years. I've had a claim each of the years.
First year was just the dryer(minor issue).
Customer service = good
Year two was the dishwasher, which was replaced. A quick note about this claim.
*********************************************
***Do not just accept the offer to replace***
*********************************************
You need to research the replacement item before accepting. FAHW tried to sneek by with replacing my dishwasher with one that was half the capacity and efficiency. I refused, and they gave me another offer 2 days later which after researching I accepted. My HVAC was also having issues which took them 2 weeks to fix.
Customer service = OK
On this third year, my HVAC broke down again. This time it needed to be replaced. It took a week and a half to diagnose the problem and as I am writing this it is still broken. My HVAC has been out for more than a month. During this whole process I have been calling and emailing with both FAHW and the contractor they selected. It took me a whole week to squeeze the info out of FAHW about the replacement equipment. Once the equipment was ordered, they told me 2-3 days. In actuallity it has taken 2 weeks. If you use FAHW always get info in writing. I had them send me emails with the info. I've finally gotten a scheduled installation date after 2 months. The problem has always been with the warranty company, never the contractor.
Customer service = Bad
A quick note about the customer service. Everytime I called, they would never have the info I needed. They would have to call around in their own company to get info from others. The last time I called, they had info, but it was outdated info from when I called 2 weeks ago and they just "assumed" is was right.
6 years ago
