First American Home Warranty: Read 4,150 User Reviews From Real Homeowners

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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.

4 years ago

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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.

4 years ago

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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

4 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.

Jan. 9th, 2020

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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.

4 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.

Feb. 14th, 2020

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Teofilo Casiano McClure, OH

This is by far the most dishonest company. I put a claim in. They had a company come out and lie so they didn't have to cover it. Said it was missing parts. How is that possible if it just worked? This company is a complete scam. Save yourself and do not go with this company........ update after a bunch of calls and complaining i reached the ears of the higher ups. And they fixed everything. I would of gave them 5 stars if i didn't have to fight for what should have just happened. But in the end i dont have any complaints. I am happy with the out come.

5 years ago

Reply from First American Home Warranty

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

Nov. 6th, 2019

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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.

5 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.

Nov. 9th, 2019

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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.

5 years ago

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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.

5 years ago

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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.

5 years ago

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CARLOTTA MANEICE Meridianville, AL

We renewed our second year with First American Warrant and the service this time has been horrible. We have had a problem with our Washing Machine and the GE vendor contracted by 1st American dialed the wrong number to schedule an appointment, ordered parts for the washing machine that was not needed and left at our home. The final straw was throughout this entire process the 1st American Home Warranty Customer Service Representatives processes in getting a report from the GE Vendor, answering questions about the delay in repair, and/or replacement was insufficient and at times they were downright rude! Their answer to our situation was consistently the following, "we are waiting for a report", "they have 48 business hours to comply, " a supervisor will tell you the same thing," and "there is nothing we can do at this time." I put in a request to cancel my service and find another home warranty company.

5 years ago

Reply from First American Home Warranty

Hello Carlotta. We are aware that cash payment in lieu of the replacement of our clothes washer has been accepted. Please allow seven to ten business days for the processing and delivery of your check. Thank you.

Jun. 6th, 2019

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Fran Charleston, WV

My daughter had coverage with First American Home Warranty but cancelled, thank goodness. I live with her and I paid the $95.00 deductible each time for more than 5 or 6 calls for the refrigerator. Ice maker would not work about 3 days after the repairman left. And he even told me once it needed to be cashed out. We have used ice trays for a year now & I am sick of it. FMHW WON!!!! With the $95.00 I have put out, we could have bought a frig. In the freezer right now, the ice cream is half soft. I had to throw out all the food in the other side once until they got a repairman. All I can say to others "Good Luck".

5 years ago

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Tasha Denison, TX

Professional customer service reps. Phone calls and questions get answered quickly by real people. Quick response time by professional services. Transactions are easy. Have been pleased with their work.

5 years ago

Reply from First American Home Warranty

Hi Tasha. We appreciate your feedback. Thank you.

May. 31st, 2019

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Anna Mount Washington, KY

Easy to request service; however, some of the providers were terrible. Heating & Air guy didn't complete the job and didn't want to work when he got here. Electrician came, looked at the job, had to get parts, never returned or returned our calls. I would like a way to get a partial refund for having to get our own person to come to the house.

5 years ago

Reply from First American Home Warranty

Thank you Anna for your review.

May. 31st, 2019

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Beverly Arnold Lubbock, TX

We have used this service for 13 years, and I highly recommend .We have only had two bad experiences, and that was due to employees of the contractor(s), and they righted the situation.

5 years ago

Reply from First American Home Warranty

Thank you Beverly for your review!

May. 14th, 2019

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Eric Stockton, CA

Within the first 2 months of having American home warranty my water heater went out and just a phone call away someone was there the next day to check and replace as needed thx American home warranty

5 years ago

Reply from First American Home Warranty

Thank you Eric for your feedback.

May. 10th, 2019

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David chappell New Port Richey, FL

Over all every excellent service with the exception of one representative we spoke to. Very quick turn around on getting our appliance taken care of and following through with each step in the process.

5 years ago

Reply from First American Home Warranty

Thank you David for your review. We appreciate it.

Mar. 26th, 2019

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Ramona Duenez Ogden, UT

We've had this company for 3 years. Our first experience with them was amazing. However, we opened a classroom on Sunday due to the water backing up and flooding the basement. We are unable to take showers, use the toilet or anything else that drains water into the main line. It is now Monday and still nothing. We called to ask about the progress of our claim and seven someone would be out. They notified my husband that it could still be another 2 to 3 days before someone comes out. We are ready to cancel and just call a plumber out.

5 years ago

Reply from First American Home Warranty

Hello Ramona,

We would like to apologize for any inconvenience you may have experienced during the handling of your claim. Please be advised, we attempted to contact you several times in order to discuss your claim but have been unsuccessful in reaching you. Please contact First American at your earliest convenience to further discuss your claim.

Thank you.

Apr. 17th, 2019

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Jeff Taylor Conway, AR

We been covered by FAHW for going into our third year. We have had a service call each year. Some of their techs have been very prompt. Our recent experience with Sears Service was not prompt. Little communication about when the service or completion would happen. The actual service was fine

5 years ago

Reply from First American Home Warranty

Hello Jeff. We appreciate you taking the time to provide us with your feedback. Thank you for choosing First American.

Mar. 8th, 2019

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Verified Customer

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Jessica Pound

First American Home Warranty is a good value for the money.

6 months ago

Reply from First American Home Warranty

Jessica, We’re grateful for your kind review!

May. 22nd, 2024

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Verified Customer

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Judith

Quick response. Good contractors. Trustworthy.

6 months ago

Reply from First American Home Warranty

Judith, We appreciate you sharing your five-star review with us!

May. 15th, 2024

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Verified Customer

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Rebecca Downey

Excellent. Consistent. Fair. Worth an investment.

6 months ago

Reply from First American Home Warranty

Rebecca, Thanks so much for taking the time to share your awesome review! We look forward to being there for you, should you ever need us again.

Apr. 29th, 2024

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Verified Customer

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Tim

Not having to worry about a large repair expense. Peace of mind.

7 months ago

Reply from First American Home Warranty

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

Apr. 11th, 2024

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Verified Customer

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Dale Blackwell

The resolution of my issue was immediate and effective.

8 months ago Edited April 2, 2024

Reply from First American Home Warranty

Dale, Thank you for putting your trust in us! We are pleased to hear your concerns have been resolved.

Mar. 20th, 2024

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Verified Customer

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Sherry High Wilson, NC

Prompt courteous service. Polite customer service reps

8 months ago

Reply from First American Home Warranty

Sherry, We appreciate you sharing your experience with us!

Mar. 13th, 2024

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Verified Customer

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Robert Nitro, WV

price is great seems to be solid company

8 months ago

Reply from First American Home Warranty

Robert, Thanks so much for taking a moment to share your five-star review with us!

Mar. 13th, 2024

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Verified Customer

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Sharon L McCoy Moorpark, CA

Company saves me money and is easy to work with.

8 months ago

Reply from First American Home Warranty

Sharon, Thank you for putting your trust in us!

Feb. 28th, 2024

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DIY Guy Cathedral City, CA

I had chosen this company rather blindly and have used them for 2 years. The first year I only used them for an extra rider I purchased, which was for twice yearly HVAC tune ups for the AC in spring and heat in fall. Those services went well, but the customer needs to be aware that there is a relatively short window of time during which one can utilize these services and they won't be flexible about it. The customer service is minimal. Getting a person on the phone is time consuming and major chore. The website is only good for requesting service and checking the history of claims. The per service deductible is $85, which they immediately charge your account whether the service is rendered satisfactorily or not. The technicians were assigned quickly by the company, so if all goes smoothly it is a quick and easy process to request care, but if there are problems, getting help from the company to resolve the problem is snail pace. I had a simple bathroom sink faucet leak for which the technician was not able to find a replacement cartridge because they were no longer made. It took 4 months of living with a leaking faucet before I was the first to flinch and said "cash me out." The company paid $45.00 for me to purchase a matching set costing me $245 from Amazon, AND to pay a plumber to install it. I was easily able to do it myself. For this 4 month fiasco, the company paid less than $100 and I paid the equivalent of $500, on top of the premium I paid for the warranty. Needless to say I will never use this company again and cannot recommend it to others. Of course, not everyone would have the problem I had, but this company has poor customer service and no support to their paying customer to provide help. No peace of mind there. Just 4 months of frustration and hours of contacting the plumber and the Warranty service to make something happen. They are also more expensive than most of the competition.

1 year ago

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Ellie Bradley Thousand Oaks, CA

We enjoy the security that having a warranty through First American Home Warranty gives because we can call and have someone help with our big needs. However, we have had a couple of times a situation where the company they sent fixed the problem called about but left more problems in their wake. Because the bolt was loose, over time the front of our dishwasher came off after they worked on it and stuff like that.

1 year ago

Reply from First American Home Warranty

Ellie, Thank you for taking the time to share your experience with us! Should you ever experience a concern, please do not hesitate to reach out to us and we can assist further. We look forward to being there for you, should you ever need us again.

Mar. 8th, 2023

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Tara Gillispie Hurricane, WV

First American Home Warranty has been a pleasure to work with over the years. Their low price rate is the single best thing about them. Not to mention, all of the available products to provide coverage for. The technicians they send out have always been the best and have never taken more than a few days to resolve my issues.

2 years ago

Reply from First American Home Warranty

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

Oct. 28th, 2022

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Christina Sutu-Wallar Santa Clara, CA

I used First American home warranty for about 2 years a new home owner of an older home. I liked that I could call them and they already had companies lined up for issues I had. My service call fee was very affordable, And the companies they used had good reviews online. I would recommend them to anyone looking for a home warranty!

2 years ago

Reply from First American Home Warranty

Christina, Thank you for sharing your five star review with us. It is fantastic to know that you recommend us! We look forward to being there for you, should you ever need us again.

Jul. 8th, 2022

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Gary Tehachapi, CA

The company has been very quick to respond to repair requests to send out a repair person to our home. They also have been prompt in reimbursing me in two instances when it was necessary. It's also easy to use their website to request a repair.

2 years ago

Reply from First American Home Warranty

Gary, We appreciate you taking time to share your comments with us. It is great to hear that your claims were promptly resolved. We appreciate your continued trust in us.

Dec. 15th, 2021

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Chelsi Day Ghiorzi Columbus, OH

We have used First American Home Warranty twice. Both houses, we have had to file claims. We had really positive experience!! Once they couldn't find a specific specialty person and approved us to find one ourself and reimbursed! Cannot more highly recommend.

2 years ago Edited July 6, 2022

Reply from First American Home Warranty

Chelsi, Thank you for sharing your experience. It is wonderful to hear that we have been able to be there for you and provide you stellar service! We look forward to being there for you, should you ever need us again.

Dec. 15th, 2021

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Corryn Moore Charlotte, NC

First American home warranty has helped us many times. The biggest help was when our HVAC system went out. We were able to get a brand new unit with only paying for extras that needed to be tweaked to get the new system working.

3 years ago Edited July 8, 2022

Reply from First American Home Warranty

Corryn, We appreciate you taking the time to share your review with us. It is fantastic to know that you were provided five star service and have your issues resolved! We appreciate your continued trust in us.

Oct. 28th, 2021

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Verified Customer

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Liya

Thank you for your professional work over many years of our cooperation.

9 months ago

Reply from First American Home Warranty

Liya, We appreciate you taking the time to share your review with us!

Feb. 15th, 2024

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Verified Customer

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Robert Rockwall, TX

Like having a reliable company in event a claim occurs. Thus far NO COMPLAINTS!

9 months ago

Reply from First American Home Warranty

Robert, Thank you for taking a moment to share your review with us!

Feb. 15th, 2024

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Verified Customer

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Jose Hernandez Cocoa, FL

So far I've had good experience with First America and also with the service the company provided

1 year ago

Reply from First American Home Warranty

Jose, We appreciate you taking the time to share your review with us! It is fantastic to know that you have been provided great service. The next time you may need us, we look forward to being there for you.

Dec. 29th, 2022

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Verified Customer

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david g swain Scottsdale, AZ

The repair to the garage door opener repair only lasted 3 weeks before it broke again. The underlying problem needs to be addressed

1 year ago

Reply from First American Home Warranty

David, Thank you for sharing your comments with us. Please know that the contractor does guarantee their work for 30 days after your repair. Please reach out to us should you need additional assistance.

Jan. 4th, 2023

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Verified Customer

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Helen Rodgers Granbury, TX

past experiences with them have been prompt and had no problem scheduling the services needed.

1 year ago

Reply from First American Home Warranty

Helen, Thanks so much for taking a moment to share your review with us!

Dec. 13th, 2022

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Verified Customer

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Karen Lincoln, CA

They are promptly responsive when I call and schedule a contractor as quickly as possible.

1 year ago

Reply from First American Home Warranty

Karen, Thanks so much for sharing your great feedback with us regarding your recent service. We are thrilled to hear that we were able to have your appointment scheduled so quickly. We look forward to being there for you, should you ever need us again!

Nov. 30th, 2022

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Verified Customer

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kenneth lee wong Deland, FL

always excellent services, very quick scheduling/informing me/respobse to my problems

1 year ago

Reply from First American Home Warranty

Kenneth, We appreciate you taking the time to share your review with us!

Nov. 30th, 2022

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Verified Customer

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Gerald A Moore Stedman, NC

I've had some good experiences and some that haven't been good because of contractor availability in my area

1 year ago

Reply from First American Home Warranty

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

Nov. 30th, 2022

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Verified Customer

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RAFAEL A MELENDEZ ORTIZ Merced, CA

well, so far the response have been fast and easy, no problems at all in having my issue resolved

2 years ago

Reply from First American Home Warranty

Rafael, Thank you for sharing your review with us. It is always great to hear when our customers are provided excellent service!

Nov. 17th, 2022

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Verified Customer

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ERIC BECK Chesapeake, VA

Excellent Service and done on a timely matter and having experience company's to serve you.

2 years ago

Reply from First American Home Warranty

Eric, It is always great to hear when our customers have a fantastic experience with us! We will continue to be here for you should you need us in the future.

Nov. 11th, 2022

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Verified Customer

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LIZY BABU KANDOTH Edinburg, TX

MY QUESTIONS WERE CLARIFIED CLEARLY. ALWAYS READY TO ANSWER QUESTIONS. MONEY WAS SENT AS PROMISED.

2 years ago

Reply from First American Home Warranty

Lizy, Thank you for your review. It is wonderful to know that we were able to fully assist you with your claim. We will continue to be here for you should you need us in the future.

Nov. 10th, 2022

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Verified Customer

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Teresa Dickens Shingletown, CA

I have had good service from them. They have taken care of all my issues with my appliances.

2 years ago

Reply from First American Home Warranty

Teresa, We appreciate you taking the time to share your experience with us. It is great to know that we have been able to be there for you when you needed it most.

Nov. 11th, 2022

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Verified Customer

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Anne Moore Acworth, GA

The time that I used the service, I was pleased with the company providing the repair service.

2 years ago

Reply from First American Home Warranty

Anne, We are elated to hear that contractor was able to resolve your issue for you!

Nov. 9th, 2022

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Verified Customer

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Susan Bjorkman Alpharetta, GA

I have been a customer for over 5 years. Prompt service calls and professional service staff.

2 years ago

Reply from First American Home Warranty

Susan, Thank you for leaving us a five star review! We are so glad to have you apart of the First American Home Warranty family for over five years.

Nov. 9th, 2022

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Verified Customer

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Felicia Harris Reisterstown, MD

My sister recommended them and told me how they covered everything when they couldn't fix it

2 years ago

Reply from First American Home Warranty

Felicia, Thank you for taking a moment to share your review with us! We are always happy to go over any questions you may have regarding your contract. We will continue to be here for you should you need us in the future.

Nov. 9th, 2022

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Verified Customer

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Melissa Stem, NC

I've only been with them a short time but during that time that have been amazing to work with.

2 years ago

Reply from First American Home Warranty

Melissa, Thank you for putting your trust in us! We will continue to be here for you should you need us in the future.

Nov. 1st, 2022

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Verified Customer

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victor valencia North Hollywood, CA

customer service is phenomenal they communicate every step of the way during your claim and after

2 years ago

Reply from First American Home Warranty

Victor, Thank you for rating us five stars! We know how many choices you have when deciding on a home warranty company, and we are glad you chose us.

Nov. 1st, 2022

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