First American Home Warranty Reviews

I was very disappointed that they advertise that it will not go up but when my hot water heater went out mine went up. Also the repair man that put it in did something wrong, I was in the kitchen went to go to my room and the Foyer area was flooded I went to tell him and he claimed I had something broken, that was a lie bc there was no water before he got there. I sent them an email when my premium went up and NEVER got a response. So of course I terminated them...VERY DISSATISFIED

I wanted to share my disappointment regarding a recent service request that was denied. I appreciate that the customer service representative I spoke with was very kind and tried to help. However, despite their efforts, the request to repair our stovetop igniter was denied based on the report, which labeled the issue as "normal wear and tear."
It’s frustrating that something as basic and common as a failed igniter — the kind of problem I would expect to be covered — was dismissed without any meaningful investigation. The explanation we received for the denial was confusing and felt more like an attempt to justify not providing service, rather than actually addressing the issue.
I seriously question the reliability of this insurance. If the policy doesn’t cover such a routine and straightforward repair, it’s hard to understand the real value of having the coverage at all. As a customer, I am disappointed and feel like I’ve been paying into a service that doesn’t deliver when it counts.

This company is a scam. You're not only wasting your money buying their policy, but you are also paying for their sub-contractors to do their dirty work. When they send somebody, they are not there to help you, they are there specifically to find a way to deny your claim, so it is at no cost for First American Home Warranty and thir vendor gets free money just for showing up. I submitted a claim for a garage door that does not open when it gets barely cold, I live in the Bay Area so it is not that it snows in my city, the motor would not even react when you press the button, this is clearly an electronic or electrical issue with the motor. Well, their vendor came, took a picture of the old rollers said something about sending somebody later to fix the problem and left. Next day I got the 'resolution' saying that the garage door doesn't work because the rollers are old and that one popped out, but clearly works during the day as soon as it get warmer, so their vendor is either unqualified or it was never their intention to fix anything, you just paid them to find a justification to deny your claim. When I challenged their assessment, they said they will not look at the motor until I replace the rollers and balance the door, and that if I want a second opinion I can pay for it and I won't be reimbursed even if an independent contractor disagrees with their assessment. Save your money, don't feed these scammers, the cost of their policy and individual payments of their visits will easily cover 3 common repairs in your house, repairs they would never do for you, that's why they are profitable.

Very competitive deal. The customer service is very helpful. They find the best people to do the work on your property. Very easy process to take care of everything.

This company lies of what they offer. So let me explain the real process. Out HVAC went out on 8/9/2023 made claim same day at 5pm. No one called so we contacted the company and was told next appt is 8/14/2023 between 8-2pm. Now we have heat index 110's, county heat advisory, we have our grandchild who is one, and my husband is disabled. I called First American requesting a possible sooner appointment or another company. No, was the answer at the end. They can have someone come in 24 hours if it is an emergency and they did not consider this being an emergency. Now today is 8/14, company came and stated they must submit everything over to the company to see what will be covered and not. My question was "what do you mean what they will cover or not." He could not answer to that and said that it usually takes 2 days to hear back from First American after they submit the report. Once first American decides then the contractor will put me back on the list for repair. How is this ok and why do I pay them so much to be treated like this. I called and they confirmed it will take 48 hours for them to get back to the contractor. Then they will decide and order the parts. Then after the parts get delivered (oh and it will not be overnighted) they will call the contractor to get you scheduled for another appointment. So, in all if you have no heat or air get ready to either be burning alive or freezing for YES 2 WEEKS.

When it comes to simple plumbing and appliance repairs, FAHW is OK. When it comes to HVAC repairs, this is where First American fails miserably when it comes to repair parts! Just as a background, FAHW will not let the HVAC repair company pick up a part from a local supplier. FAHW purchasing agents have to order it for them and either ship it our have it held on will-call at a local supplier. THIS IS WHERE FAHW fails. I have two work orders open with them for HVAC repairs in record heat. The first one was diagnosed as a failing controller board by the HVAC company that submitted the claim on 7-11. As of 7-16 I find out from the HVAC company that FAHW STILL hasn't approved the repair!! No joke! So I call FAHW , and the person on the phone gets an agent to approve the part. Here we are again 4 days later and FAHW just now assigned the repair part to a 'purchasing agent'. You're thinking what I'm thinking - no way.. Yup, complete internal failures from FAHW. The second incident involved my downstairs HVAC blower completely failing so, I put in another service ticket to FAHW and they assigned the same HVAC company again (I think they only have 1 here in a city of 300k people). This HVAC company can't get me worked in for over a week in record heat. To shorten this story, I had to call in a favor and wound up paying $2000 out of pocket for a blower unit to be installed - BASED on my experience with FAHW and their slow-walking of parts from the still open controller board above! Based on this I would suggest putting $100 in savings monthly and just skip this company for HVAC warranty repairs. They're terrible. Even the HVAC company says they are terrible for parts on HVAC repairs and should only be used for appliance warranties if you want that. Calling FAHW now to cancel the other repair since the board from the unit I just had replaced is the same board that FAHW are dragging their feet on replacing.

I made a service request for my washer June 22nd, 2023. Today is July 14th. After being told week after week products should arrive… they still haven’t. Now they are telling me one part is on back order until September and Now they are looking for a new supplier. Last week they gave me the option for a cash out of 149 that was suppose to cover the parts and labor. The contractor is charging 130. Not sure how long 149 would cover this issue. I could have got parts by now but they don’t want to give out proper cash out. So here I am, going to laundry mats with my children smh. After being a customer for 2 years. I probably won’t be renewing.. I call back to speak to a supervisor, now the system is down. What a joke.

I put in a request to have my oven repaired, the first technician (Tri-Valley Repair), scheduled an appointment a week out. Exactly at the appointment time, he called and said his truck broke down. He set another appointment further out and by then I got COVID. I called well in advance that morning to inform and request a return call. I called several times and texted to avoid him wasting time to get here. I was so upset because I was so very ill and calling this guy to get a new appointment was just hard. He never returned my calls and texts. I wanted to set up an appointment because his appointments are booked so far out. I called First American Home Warranty (FHA) and complained, because by then it had been about 2 weeks. First American reassigned another company. The second technician walked in and took five minutes to tell me nothing was wrong and began to explain to me how an oven works and how to use my appliance! I was in shock since I am a 58 year old woman. He spoke down to me and treated me as a "dumb woman". He was sexist, rude and discriminating. I called First American again and told them my experience and they let it go into one ear and out the other. No apology for my bad experience and no mention as to any follow-up with this discriminating contractor. They sent out a third company and it was determined I needed a new sensor. By then, I had a broken oven for at least 6 weeks after my initial repair request. Well, now my refrigerator ice maker broke and they assigned to me the first guy who didn't show up (Tri-Valley Repair). He called set an appointment and never put it in the system. Fearing the same no show again and without putting the date in the system, no one would know he failed to appear. I called to request a different company and I was told that I can't request a different company and the service agent denied my request. I had asked to speak to a manager. "Manny" the manager, proceeded to tell me that only that assigned technician can request it to be reassigned. For the fact that I have previously asked him to be replaced, that I can't ask again. My prior request was a one-time courtesy. This guy doesn't show or return calls or put appointments in the system, what makes me think he will request a reassignment. However, I called the technician to request he do that and as expected, he ignored me. I called FAW again because it usually takes several calls to get the right thing to be done, magically I was reassigned to a different company. My original claim form had the make, model and serial number on it. The newly assigned technician arrived (now it's been 8 days since my claim). The guy walks in, looks at the refrigerator by opening the door and taking a picture of the model number went to his truck and gave me a service bulletin. He claimed he can't work on it because it's involved in a class action case in court. This technician should have looked at his work order (since he knew about the class action) and said that he receives several calls a month about these units. He should have informed FAW that he can't touch the unit prior to arrival. In fact, since FAW is a warranty company, they should have records of systems that can't be worked on. I called FAW and requested a refund of my $85 deductible and was immediately denied because he "showed up". He showed up to tell me he can't work on it. He knew it because he had the service bulletin on hand. I explained all the facts and was asked to email a copy of the notice that I was provided, which I did and was still denied. I hang up and call again ,because it takes several calls to get the right thing done. I spoke to (Airo) and he denied my request and proceed to say that he "showed up". He proceeded to talk over me and I had requested to speak to a supervisor. He responded that he will talk to his co-workers and I said no, I have already spoken to your co-workers. I asked him to transfer me, and he just spoke over me, ignoring my request. I asked him to just transfer me. He asked why and I said because I want you too and as a customer, I had that right. He told me that I had no reason to speak to a supervisor. I told him he doesn't have the right to determine that I have no right and that he needs to transfer me. I hung up and called again. I spoke to a manager and explained the situation. No apology for the treatment I had been given by (Airo) and how the tech knew about the class action and my work order had all the relevant information and they should have known as well. She said that the document I emailed was not even in my file. She proceeded to tell me she will call the tech and ask. Of course he will make an excuse because he wanted to get paid for his trip in spite of his knowledge of not being able to work on the unit. Needless to say, I filed a BBB complaint and have posted my story on every site I can find

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.

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!!

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.

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.

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.

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.

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.

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!

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.

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.

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.

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!

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?

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

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.

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.