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First American Home Warranty Reviews

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8.2

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Lucy

They hire cheap labor, who don''t call to schedule appointments, and they do crappy jobs with crappy products. And First American don''t follow up during and leading up to completion of services.

6 years ago

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Kristal Nimmons

Fast, friendly service and they are quick to resolve my home warranty service requests

6 years ago

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Reply from First American Home Warranty

Thank you Kristal for your review.

Jun. 12th, 2019

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Lawanda Becton

They are reliable and take interest in their customers. I've also referred them to friends.

6 years ago

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Reply from First American Home Warranty

Hi Lawanda. Thank you for your review.

Jun. 11th, 2019

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Wendy Foreman

They have pretty good response time but, in our area they have the best coverage.

6 years ago

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Reply from First American Home Warranty

Hi Wendy, we appreciate your review.

Jun. 11th, 2019

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Melany

There is always room to improve - the turn around in getting my refrig working again seemed excessive.

6 years ago

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Reply from First American Home Warranty

Thank you Melany for your review. We would like to review your claim, can you please provide us with your claim number?

Jun. 4th, 2019

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Dwight

Their response to notify a contractor is very good online. Most of their contractors have been timely and competent

6 years ago

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Reply from First American Home Warranty

Hi Dwight, thank you for your review.

Jun. 4th, 2019

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Carolyn Jackson

They handle the problem promptly accuratly listen to my situation and made things much easier to fit my needs and wants

6 years ago

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Reply from First American Home Warranty

We appreciate your feedback Carolyn, thank you.

Jun. 4th, 2019

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Mary Hamilton

Have received good and sometimes great service on different calls. I do think the price is a bit high.

6 years ago

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Reply from First American Home Warranty

Hi Mary, thank you for your review.

Jun. 4th, 2019

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Anonymous

no bad experiences. Everything went smoothly and I didn't have any issues filing a claim with FAHW

6 years ago

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Reply from First American Home Warranty

Thank you for your feedback, we appreciate it.

Jun. 3rd, 2019

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Michael Blountville, TN

Never had any problems with getting hem to send anybody out to do anything. We have had good service with them.

6 years ago

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Reply from First American Home Warranty

Hi Michael, we appreciate your review.

Jun. 4th, 2019

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Surekha Ehrenberg, AZ

Service was okay but the product was not good quality. It would be nice if they could match the quality of the product.

6 years ago

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Steve Stevenson Ranch, CA

When my garbage disposal went out, it took one day for them to call back and to get somebody out here.

6 years ago

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Reply from First American Home Warranty

Thank you Steve for your review.

Jun. 4th, 2019

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Bryan Corona, CA

It has been easy and they are very responsive. The quality of the service is great.

6 years ago

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Reply from First American Home Warranty

Thank you Bryan for your review.

Jun. 4th, 2019

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DANIEL DESIATO Raleigh, NC

I am provided with peace of mind having this policy. Response time is cery fast.

6 years ago

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Reply from First American Home Warranty

Thank you Daniel for your review!

May. 31st, 2019

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Bill Amarillo, TX

Tha reps are always polite and helpful. If there is an issue with the service, they respond promptly

6 years ago

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Reply from First American Home Warranty

Hi Bill. We appreciate your feedback and thank you for choosing First American.

Jun. 4th, 2019

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Rita

They did their job and they did it quickly. When our stove went out, they had to get a new one and had it done in six weeks.

6 years ago

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Reply from First American Home Warranty

Hello Rita. Thank you for your review. We look forward to servicing you again in the future.

May. 29th, 2019

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Randy

Sometimes they can't understand me and it's really difficult. Sometimes we have to have the contractors come back out.

6 years ago

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Reply from First American Home Warranty

Hi Randy. Thank you for your feedback.

May. 29th, 2019

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Bryan

Very timely company. Available and reliable. Only issue that I encountered was navigating their website.

6 years ago

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Reply from First American Home Warranty

Hi Bryan, we appreciate your review.

May. 29th, 2019

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Debbie

I had electrical problems and when I called, the problem was solved within two days.

6 years ago

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Reply from First American Home Warranty

Hi Debbie, we are happy to hear that your electrical was repaired promptly. Thank you for your review.

May. 29th, 2019

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Chris

I often had to make my own appointments and find our own vendors to use this service. Found them to be helpful.

6 years ago

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Reply from First American Home Warranty

Thank you Chris for your review.

May. 29th, 2019

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John

We called in for our microwave to be fixed, and they had someone come and replace the whole appliance.

6 years ago

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Reply from First American Home Warranty

Hi John, thank you for your feedback.

May. 29th, 2019

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Margie

Pleased with the work and service that was done for me when I needed my toilet repaired.

6 years ago

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Reply from First American Home Warranty

Hi Margie, we are glad to hear your toilet was repaired. We look forward to servicing you again in the future.

May. 29th, 2019

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Michael

Provides good communication throughout the whole process. They schedule fixes very quickly.

6 years ago

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Reply from First American Home Warranty

Hi Michael. Thank you for your review.

May. 29th, 2019

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Travis

Service is great and it is set at a very fair price. First American is prompt, quick, and reliable.

6 years ago

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Reply from First American Home Warranty

Hi Travis. We appreciate your review. Thank you.

May. 29th, 2019

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Reva Wiley

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

9 months ago

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Reply from First American Home Warranty

Reva, Thank you for sharing your feedback with us. We hope that you decide to reconsider, and renew with us, so we can show you that we do care about you and any concerns that may arise.

Mar. 10th, 2025

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Bella H

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.

1 month ago

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Reply from First American Home Warranty

Bella, We appreciate your feedback. It is unfortunate to see that you were not pleased with your claim experience and understand a denial can be frustrating. 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 directly.

Nov. 10th, 2025

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Luis Zendejas

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.

1 year ago

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Reply from First American Home Warranty

Hi Luis, according to our records, your home warranty contract became effective on January 17, 2024. On February 19, 2024, you placed a claim for three garage door openers indicating two would not open at all and the third was working intermittently. Aces Garage Door Repair & Installation (Aces Garage) was dispatched and reported the door on the right was getting stuck which was caused bad rollers and cracked gear casings, and the door itself was warped with dry rot. Aces Garage also advised the garage door, and its opener system would not have passed a visual inspection, and the failure was pre-existing to the start of your coverage with us. For the middle door, Aces Garage indicated the garage door opener itself was functional; however, the door was warped and out of balance, and the rollers were popping out. Regarding the left garage door opener, Aces Garage noted the garage door opener itself was functional but one of the cables was missing and another had snapped off. Under the provisions of your home warranty contract, under Important and the Garage Door Openers sections, respectively, items must be in safe working order at the start of coverage, and rollers, adjustments, and the garage door itself, which includes the cables, are specifically identified as not covered. Therefore, we denied coverage for the repair of all three garage door openers.

Apr. 19th, 2024

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Jowara Morgande

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.

2 years ago

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Reply from First American Home Warranty

Jowara, We appreciate you taking the time to share your review with us. It is fantastic to know that you had a five star experience!

Oct. 19th, 2023

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Michael Yuma, AZ

They worked hard to help me get everything taken care of and also reimbursed me for my cost. I appreciated all those who aided in getting everything done.

2 years ago

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Reply from First American Home Warranty

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

Aug. 17th, 2023

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Jamie Weiss Erwin, NC

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.

2 years ago

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Eric Caldwell (Maumelle) Maumelle, AR

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.

2 years ago

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Reply from First American Home Warranty

Hello Eric, we sincerely apologize for any delays or inconvenience you may have experienced. We have looked into your claims and our records show that the control board has been ordered and is to arrive next week. We also are currently reviewing your paid invoice for the repairs you had completed and will update you on coverage.

Jul. 25th, 2023

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Rita Baby Des Moines, IA

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.

2 years ago

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Reply from First American Home Warranty

Thank you for sharing this feedback with us. We were unable to locate your claim with only the name provided, and would like to look into this further. Please provide your claim or contract number.

Jul. 17th, 2023

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T K Brentwood, CA

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

2 years ago Edited June 12, 2023

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Reply from First American Home Warranty

Hello T.K. We will like to apologize for any delays or inconvenience you may have experienced during the handling of your claim. As a courtesy, we have agreed to refund your service call fee. You are to receive your refund within the next seven to ten business days.

Jun. 15th, 2023

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William Luebs Flower Mound, TX

My 3.0hp pool motor pump failed. Prior to failing, my filter pressure 22-24psi. WaterTex replaced the 3.0 with a 3.45hp, creating an over pressure of now 30psi. I begged to get an equal hp pump switched with same. THEY REFUSED. I hired a third party company to check out my system. HE ALSO SAID WAY WAY TOO MUCH PRESSURE. First American still refused. I paid $1,000 out of pocket for a compatible motor and even NEW CARTRIDGES. My new filter now has 21psi. First American again did not uphold their contract by replacing same for same. Sadly this company gets worse and worse every time I deal with them. One of First American’s contractors said I would probably be required TO DRAIN MY POOL, A POSSIBLE ACID WASH, but probably for sure a power wash after being drained. NONE OF THAT WAS REQUIRED AFTER CHEMICALS AND NEW CARTRIDGES WERE PURCHASED. In January, for example, my pool circuit board failed. Atop their covered list is CIRCUIT BOARDS, yet they went to fine print trying to explain why it was not covered. I actually sent their explanation with a copy to a third party who actually manufactures these boards. They said it was totally confusing. One cited “double talk” on how to escape covering this part. Their selected contractor I would have to pay $3900 to fix my problem, saying I would never find a replacement. My pool company found several easily. Not used it not on EBay as their surrogate contractor would be required.

2 years ago

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Reply from First American Home Warranty

Our records indicate you placed a claim on April 24,2023, for your pool spa not functioning properly. We dispatched independent contractor WaterTex Pool LLC to diagnose the failure. WaterTex Pool LLC reported the pool motor shorted, and the impeller screw broken off and recommended a replacement of the motor and impeller to resolve the failure. We authorized the replacement and replacement parts were ordered and WaterTex Pool LLC completed the replacement to resolve the failure.
On May 1,2023, you reached out to us advising the replacement unit was the wrong specification causing a high pressure on the system. We dispatched independent contractor Champion Pool Services to complete a second opinion diagnosis to confirm the reported failure was due to installation of a wrong unit.
Champion pool reported the size of the motor did not affect functionality and reported the green color of the pool was due to water chemistry as cyanuric acid. They also reported no issues with the filter as it appeared the filter had been cleaned recently. We advised you that no mechanical failure was reported, and we would not be changing motor as both independent contractors confirmed the size of the replacement motor did not affect the pools functionality.
We reached out this morning to discuss your claim and obtain your report provided by the contractor you had hired. However, there was no response.
We would like to review the diagnosis report provided by your contractor for further review and applicable coverage.
We hereby consider this claim pending receipt of your diagnosis report

May. 25th, 2023

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Traci Day Chattanooga, TN

I have been a customer of First American Home Warranty since 2013 when I bought my home and I have to say they have the worst customer service I have ever received from any company. It is a scam! I canceled my policy today effective immediately due to a complete lack of response from First American, as well as their contractors. First American Home Warranty's supposedly vetted contractors do not call or make appointments within the 24-48 hours that is given, First American does not service their customers or care if their customers contact them multiple times regarding issues with their providers, and First American's customer service representatives and supervisors have been nothing but completely and utterly rude on multiple occasions. I wish that I had every dollar I have spent paying for this non-existent service the past 10 years. I could have bought a new AC unit and had money left over to maintain other appliances within my household. DO NOT USE THIS COMPANY. They are borderline fraudulent and should not be recommended by any real estate agency that is worth anything. Save your money!!

2 years ago

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Reply from First American Home Warranty

Thank you for sharing this feedback with us. We were unable to locate your claim with only the name provided, and would like to look into this further. May you please provide your contract/claim/work order number?

May. 16th, 2023

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Derek Stiverson Des Moines, IA

Our basement flooded because of a failed sump pump. The damage and repair cost was around $18,000. I reached out to First American Home Warranty (which we have and was paid monthly for) and they denied repair due to a condensation line draining into the well where the sump pump was. It took them three weeks to let me know they cannot fix it because its not ground water only. Apparently, the 8oz of water that condenses every year into the sump pump well is enough to void the warranty. For three weeks I emptied multiple times a day by hand because of how slow they were to respond and when they finally did, they told me it could not be replaced. Its a shame that I pay $85 for a service ticket, a monthly price is paid and all they told me was they could not fix it due to condensation water from the homes heater, which amounts to less than a half cup of water a year, made it not able to be fixed or replaced. So I paid money for a problem not to be fixed and then was told they won't attempt to replace it. I was skeptical about home warranty companies and the fine lines they hide from customers, but I gave it a shot and it bit me. As a home owner, I would not consider a home warranty. Just save the monthly payments to yourself then use that money when the time comes for a repair. If you are serious about getting covered, please, avoid this company. Learn from my mistake. They won't take care of you. It might seem like I am being dramatic, but if you go with this company and the time comes to be taken care of, they will leave you hanging any chance they get. I work for a large company and travel to the different plants we have throughout the country and help renters in my area with their properties, so I come across many different people from all over. I will be sure to let people who ask me about home warranties to avoid First American Home Warranty at all cost.

2 years ago

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Reply from First American Home Warranty

Hi Derek. We are sorry to hear about your experience with your sump pump. Our records do confirm that per the contract, we only cover sump pump (ground water only). Thank you.

Mar. 31st, 2023

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WWV- Tim Asheboro, NC

First American Home Warranty was a true disappointment based on the level of service that was promised and what was delivered. On 1/26/2023 I submitted my claim for my water heater to be repaired. Due to schedule conflicts they were not able to check my unit until 1/28/23 and the conflicts were on both sides so not a major concern. The plumber determined that my unit needed to be replaced and he would submit the information to FAHW. FAHW provided me with the proposed replacement and it was a far lower model than the unit that was being replaced. I contacted the manufacturer of the Water Heater per the information plate on the old heater. The heater was a Whirlpool but it had advanced energy saving features and was a higher end unit in its day. It was the first water heater that I have seen that actually had a circuit board which is what went out. Whirlpool no longer markets Hot Water Heaters but the manufacturer still manufactures an equivalent line and they offered the model of the current equivalent to my water heater. I submitted this model to FAHW as a more acceptable alternative to the base model of another manufacturer that FAHW was wanting to put in. I was denied numerous times because they felt that the one offered was the proper replacement. They offered me a Cash Out Offer that did not even cover the cost of of the replacement equivalent water heater. My coverage limit on a water heater is $1,500.00 and they offered me slightly less than $800 which I refused. After several attempts at getting this resolved and consulting my attorney I requested Arbitration in regards to this. Arbitration never occurred and when I went to check the status of my claim/repair I discovered much to my surprise that I had accepted the cash out offer and the matter was closed. I never accepted the cash out offer and it is now 2/28/2023 and I still have no hot water. Bottom line is they evidently do things their way regardless of what the contract may say.

2 years ago

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Teresar Los Angeles, CA

Our Samsun washing machine has been broken since December 4. We called first American home warranty and some came out two weeks later and said they needed to order a part. Weeks went by, so I started to call them about once per week. I was told the part was on back order. This went on for a couple more weeks. Then they said the place that was going to fix it had the part. I called them several times only to be told, that they had not received the part. Finally they called and scheduled a day two weeks later to fix our machine. On the day of the scheduled appointment they called and said they had ordered the wrong part. They came out 9 days later. The service guy took our machine apart and told us he had the wrong part. He left the machine apart and a few days later I started to have an autoimmune response and was in very bad pain. I am highly allergic to mold. I looked inside the machine to discover they had left standing water in the machine for over 11 weeks. The smell of mold was horrible. My husband had to take the water out of the Maxine cup by cup. In order to shut the machine he put it back together best he could. We then had to duct tape and plastic wrap the machine closed. The service guy called and said that he needed to take a photo. I had to take the plastic wrap and tape off for him. I asked him to put the machine back together and he refused. He said he was just told to take a photo. Now they are saying they won’t fix it or replace it. That maybe they would replace a machine that we had over 4-5 years ago. We have receipts that we purchased this machine back then and had paid to be delivered and installed at our address with our names and credit card. Do not buy a first American home warranty!!! They are straight up scam artists.

2 years ago

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Reply from First American Home Warranty

Teresa, We would like to apologize for any inconvenience you may have experienced during the handling of your claim. According to our records your clothes washer was recommended for replacement on your previous clothes washer claim. A replacement clothes washer was located although you declined the replacement offer and accepted the cash payment in lieu of the clothes washer replacement in the amount of $677.69, which was mailed to the you.

Our records indicate your washer has not yet been replaced therefore and no additional repairs will be made since the clothes washer has already been recommended for replacement. Once to washer is replaced, please send in your paid invoice/receipt to remove the exclusion due to the cash payment in lieu of the clothes washer replacement.

Feb. 22nd, 2023

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Traveler76630 San Antonio, TX

I purchased the Premium plan. Our built-in Convection Micro-wave failed. I called the company and they dispatched Sears Services to repair the unit. Service man said needed parts are no longer available. He took pictures, made notes and said he must submit the report back to First American Home Warranty for additional action and I should hear from the office in a couple of days. No response so I eventually called to determine status. The phone representative checked with Sears and told me the report said parts were not available and I should hear from them in two to three days. Again, no call from anyone so I called again, basically same answer. Waited several days and called again, same response, told operator I needed a microwave and would buy one, have installed and they can re-imburse me. I proceeded to purchase a new Convection Micro-wave on sale from Best Buy and had it installed. I submitted the purchase receipt on-line to First American Home Warranty. Multiple calls again following upon status of re-imbursement but keep being told claim is pending and there will be a resolution in two to three days. After over five calls, lengthy on-hold times, and run around, still no resolution and response. Update: Finally received a buyout after 6 weeks of hassle, only about 66% of replacement cost. Will be cancelling policy.

2 years ago Edited February 14, 2023

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Reply from First American Home Warranty

Thank you for letting us know about your experience. Unfortunately, we have been seeing manufacturer shortages and delays when it comes to parts and equipment. We do apologize that you experienced this delay. We have a process when evaluating and determining an outcome for our customers, and do our best to keep this process moving forward until resolved. We hope that you decide to reconsider, and renew with us, so we can show you that we do care about you and any concerns that may arise.

Feb. 14th, 2023

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Mary Ellen Hernandez Las Vegas, NV

This company does not honor the claims submitted. Terrible customer service. I had this home warranty for 2 years. My 1st claim was regarding my Air Conditioner inside. The compressor was leaking thru the vent inside and getting my hallway wet. It was covered. I purchased the higher premium called: Premier Plan". I paid my $85 deductible. They came to fix it. Then a month and a half later, same problem occurred and they told me I had to pay another $85 deductible because it happened after 30 days even though it was an existing issue that was not fixed correctly. They said they only honor same problems within 30 days!!! I asked to speak w/supervisor but didn't help. That is a total rip off! I was forced to pay another $85 to fcome back and fix/correct the same issue. My only other claim was regarding my 2 year new expensive Refrigerator I purchased from Home Depot. I did not purchase their warranty because I had this home warranty that covered major appliances which I paid more by purchasing the "Premier Plan". After tech came, he said it was a cosmetic wear & tear. I disagreed. It was a defect. Every time I opened my refrigerator door, my Freezer door would pop open which lead to finding a water leak around my kitchen floor several mornings. All they had to do was order a new Freezer door Gasket(the rubber magnetic lining inside the freezer door), to replace the one it had that stopped working. This company declined my claim. This company just likes to collect our deductibles and don't have expert technicians fix the issue the first time. They bank on the same issue to happen again AFTER THE 30 DAYS, so we will be forced to pay another $85 deductible to come back and refix the same issue. If anyone else experiences bad service from this horrible company, I urge all of you to please post reviews on other sites, and write letters to the corporate office.

2 years ago

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Reply from First American Home Warranty

Thank you for your feedback. It is disappointing to hear that you may have experienced these issues. We requested additional information from you privately, but did not hear back. We hope the next time you may need us, you will give us another chance to meet your needs.

Mar. 3rd, 2023

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Millie Howard Johnson City, TN

There are several things I like about FAHW. There are also a couple areas I dislike. One being not able to request who is to do the work or have an option of who the contractor is. Overall, I am satisfied with the warranty.

2 years ago

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Reply from First American Home Warranty

Millie, Thank you for taking the time to share your review with us! We do try to assign the best contractor to your claim who also has the soonest available appointment. While we do our best to accommodate requests for specific contractors, this may prolong your claim. We do appreciate this feedback though, as it helps us to see where we may be able to make changes. We look forward to being there for you, should you ever need us again.

Jan. 18th, 2023

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Beth Walsh San Jose, CA

I have been dealing with an AC claim for 1 year now. They have been less than helpful, often patronizing, refuse to have a phonecall and only send emails without an identifying person on the email. I have no question but this claim is covered as I have been continuously covered to the top degree available for years and the unit has posed no problems. They sent someone to start a repair who disconnected the unit and did half the repair then left for further repair approval and never came back leaving the unit disabled. Follow up from me resulted in FAHW opening a new claim (free of charge) and the result was a denial because the unit is not in working order! No amount of calls or letters/emails or discussions can get through to anyone that they caused the problem. This has been extremely stressful and unrewarding and still after 1 yr I sit without an AC and without the ability to speak to an intelligent human with the authority to correct the proven issue created by their vendor(s). So, so awful!

3 years ago

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Reply from First American Home Warranty

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

Jan. 10th, 2023

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Anika

HORRIBLE. Paid for 2 svc requests (toilet and dryer) around the same time. Radio silence for DAYS. I reach out to FAHW only to find the plumber NEVER bothered scheduling me and they DON'T even have a contractor to look at my dryer. WHEN WERE THEY GOING TO TELL ME???!! Finally sent a plumber out and it was FROM THE SAME COMPANY that I already complained to them about bc they ghosted me following a different service request a few months prior. The plumber (who admitted he wasn't familiar with my unit) was there just long enough to flush the toilet multiple times and decide I need a whole new pump which could be about $900 (their last guy said $1200) and that it likely wouldn't be covered (well he was at least right about that). By the time he left it wouldn't even flush anymore (which it would do before he walked in). When I reached out to have him come back and reverse or reconnect whatever he did so I could at least be able to flush it...I was ghosted AGAIN. I called FAHW about my concerns with the contractor and "Amanda" said she'd get back to me about getting a 2nd opinion. HEARD NOTHING and I called her for days. I ended up hiring a different plumber to get a 2nd opinion. Meanwhile, I get an email that the pump isn't covered and my claim had been denied. The new plumber came out yesterday and SURPRISE!!!...my pump is fine!! (as I suspected). Ended up being a bad connection where the battery goes . The part cost almost nothing but I still had to pay for the labor. What's the point of paying FAHW if I end up having to find and pay for another plumber anyway? I'm so upset. Unnecessary stress. Feels scammy and it's disgusting that they'd leave their customers in limbo like this. As I said..HORRIBLE. **Their responses to bad reviews are BS which only adds insult to injury.

3 years ago

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Reply from First American Home Warranty

Update 11/29/2022:

Hi Anika. According to our records, you placed a claim on November 3, 2022, for your macerated toilet leaking and continuously running. We dispatched an independent contractor, Plumbing Specialties, who reported the macerator pump had failed and needs to be replaced. Per the Important section of your contract, we cover only the items specifically identified as covered and exclude all others. We understand you had an outside contractor diagnosis your toilet and repair a bad connection at the battery. As the repair was to the components for the macerator and not the toilet itself, we will not be able to offer reimbursement for the diagnosis and repair. We consider this claim closed.

Nov. 29th, 2022

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neverhadascreenname Kenmore, WA

I've wait 10+ months now for a new washer through this company, and STILL don't have it. They have no sense of urgency and no customer service. If I could give it a zero start review I would.This company is a scam and make it incredibly hard to get work done on your house and/or in contact with any representative. I have spent HOURS waiting on calls with the company only to get hung up on. Only way to contact anyone in the company is through a call that gets filtered through all other calls. I've dealt with numerous representatives who don't know what they talk about or can't help me with issues. They charge $85 for any service even if they can't do anything about it + you installment for the warranty. They won't let you contact any of their contractors and do all the communication through them, but they don't communicate anything to you. I've had to call to update them on status of my own project that they should know and be in communication about. I was waiting a month for hose to a dishwasher that can be bought at any home depot store. It got to delivered to my house instead of the delivery company and NO ONE KNEW. I had to wait on an hour+ call just to tell them that it arrived at my place instead of the installers warehouse, and they've kept my washer hostage, waiting to deliver it because of the hose delay, but without any follow up. By far the worst company that holds you money and communications hostage. I will be reporting to BBB and canceling home warranty early.

3 years ago

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Reply from First American Home Warranty

Thank you for your comments. We did request additional information from you previously so we could further look into your claim, but was not able to connect with you. Should you still need assistance, please feel free to reach out to us.

Nov. 2nd, 2022

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Judy Glass North Las Vegas, NV

The worst experience I have ever had, hands down, was with First American! I discourage anyone to be a client. First American proved itself to be the most unprofessional company I've dealt with. It's a waste of my money and time. This company canceled my home warranty 6 months ago without notifying me and without my authorization or permission. I am the sole homeowner and they allowed a 3rd party to cancel my home warranty without any kind of prior communication with me. Go figure, my water heater broke last night and when I called First American to start a claim I was advised that I no longer had a contract with them and that is how I found out. I felt and I still feel that slap on my face, this is the most extreme betrayal a company can have with a paying client. I was not given a formal apology nor a resolution. I spoke to about 4 different people over the phone, who did not have the resources to provide me the confirmation number of the cancelation, or why I was not notified as the homeowner. I had automatic payment set up, so it went unnoticed when they stopped taking the payment. I was not offered resources, I was not given a sincere apology nor a recommendation as far as how to solve this problem. They didn't offer help to fix the damages or this situation whatsoever. I am truly disappointed and outraged. In this day and age there's multiple options for communication yet they failed and neglected to reach out to me as I received no documents about the cancelation. I highly suggest anyone that is working hard for their money to stay away from this company and go with something else. This experience undoubtedly broke my trust in First American. If I could, I would give them a minus rating.

3 years ago

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T Havener Calhoun, TN

We have had First American Home Warranty for about 16 years total. We lived in Plano, TX for the first 10 and they were great! We moved to Tennessee in 2017 and renewed our policy for our home here. It has been nothing but trouble since then! We can not get service people out here in the country, they assign contractors (repeatedly!) that refuse to come and do not even let you know, just never show up. Now they want to collect their service fee BEFORE they will even assign a contractor, not even acknowledging that they have a problem there. Before you could at least have a contractor to come out, pay their fee, get a written estimate, wait for them to accept the amount of the repair, get the contractor to come back out and fix it, pay them and wait for FAHW to reimburse you. This has taken 2 months just to get the repair done and another 4 to 6 weeks to be reimbursed. We are on a fixed income, that is why we decided to get a home warranty. This does not work when you live out in the country! I would give them zero stars if I could at this time!

3 years ago

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Reply from First American Home Warranty

T Havener, Thank you for taking a moment to share your review. We are disappointed to hear that you experienced these issues after moving. We do have a great selection of contractors, but in some areas, options may be more limited. Regarding the service fee, we do require the fee for the contractor to diagnose your issue. It is our goal to provide our customers with a successful resolution, and we will share your comments with our team to ensure our quality of service meets our customers’ expectations. We hope the next time you may need us, you will give us another chance to meet your needs.

Sep. 28th, 2022

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Stephen Gilbert Galveston, TX

There is not much that I like about First American! I am typically on hold for 30min to an hour when I attempt to file a claim. When I finally get an agent on the phone, 100% of the time the agents are offshore and most have difficulty speaking English! My most-recent claim has to do with the coils failing on my HVAC unit. The contract indicates that these coils are 100% covered on the warranty and yet it has been a month trying to get First American to get the work done! 2 companies that First American had bid on the work were sheisters--labor charges were trumped up to perform 'mods' that were not required--these mod charges amounted to $1500 on our end. When we paid for an honest, reputable, licensed contractor to quote the work required, they indicated no mods were required. So, we have spent the last 3 weeks going back and forth with First American, who keep insisting that the mods are necessary for the coil replacement, despite our frantically trying to explain to them that their contractors were not being honest with them and us! It is obvious to us that the folks at First American don't understand about HVAC operation or this discussion wouldn't be continuing. As of this date (9/8/22), nothing has been resolved and we are sweating it out in a 85 deg F house! First American should do the right thing and get the work done by the reputable contractor that we recommended--the contractor's costs are reasonable and there is no attempt by this contractor to gouge us on unnecessary 'mod' costs. We have spent hours on the phone with these people and I have sent them mounds of data detailing the necessary work and costs to get the coils replaced. What else can we do to get First American on-board with honoring their contract and commitments?

3 years ago

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Reply from First American Home Warranty

Hello Stephen, thank you for your feedback in this matter. First American Home Warranty Corp’s (First American) records indicate that a claim was placed on August 19, 2022, for your air conditioner not cooling. First American dispatched an independent contractor Falls AC and Heating Services Incorporated (Falls AC) to diagnose the failure. On August 24, 2022, First American authorized the replacement of the evaporative coil, due to a non-repairable leak. Falls AC did quote $1,481.00 in non-covered charges related to modifications needed to the plenum, secondary drain pan, drain line, as well as the Freon line set. Modifications are not a covered item as listed in the Contract under the Limits of Liability section, number six. Our records indicate First American communicated these cost to you, and were pending your agreement to proceed. To date, there has not been an agreement to proceed with the replacement. First American has contacted you and left a voicemail to discuss further options. This claim is considered pending.

Sep. 15th, 2022

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Janis Moore Durham, NC

On 07/24/2022 the both air condition units went at our home. We contacted 1st American to file a claim to fix the unit. They had come to fix the unit within the last 45 days already. So we We attempted to use the electrical panal to restore the units but the system auto shutdown again. We paid,out of pocket, for an electriction to come and confirm their were not any isssues with our electric panel. The electriction advised the panel was fine and that the outage was the result of the fauly way that the previous fix was done by the HVAC contractors. They had left wires outside of the unit and the internal fan had chewed through the wire. The internal fan that was previously replaced is also too big for the unit. The electriction was able to get the downstairs system to work without causing an electrical issue. Meanwhile the American advised that Hooked up Vac come back out on tuesday 07/26. Hooked up did not show. American contacted them and told us we would be 1st up wens 07/27, for them to come and inspect the unit for repairs. Unfortunately we were not 1st and they got hung up all day on another job. My husband wanted this company to come since they had done the shoddy work the 1st time. But he advised we never wanted them here again after the fix. Hooked up did not come on 07/27 but did come on Thursday the 28th. They said the air compressor was broken and that they would have to order the part through the company and that it might be the following thursday before it came in. They also mentioned that we might have to pay a 900 copay. American never mentioned that. Nor have they at this time. When we called American on Friday, they had not received the report from Hooked Up. Hooked up has 24 to 48 hours to turn in report. I advised that my grand children are here for the summer and we have 95 degree temps in the bedrooms. American advised they could assist with fan reinbursement or $150 for one portible air condition for one room only. On monday of the following week still no report was in. They were able to get the report later in the day from Hooked up. The part was located but on back order in their facility. I called on Wens and they were trying to locate the part from a different vendor in the area. On Friday 08/05 Hooked up Received the part. We were told this by American. American tried to reach Hooked up about the installation appt and only got voice mail. We called American Sunday as we do almost everyday and wait on the phone for 30 mins. Still no word from hooked up. Monday 08/08/2022 Hooked up advises American they will call by the end of the day and schedule installation. We were never called. I called American Monday evening and advised of this. I called American this morning. They esculated to another dept. I called Hooked Up and they said someone was supposed to have reached out on Monday. When I advised they did not, they said they would email the installation dept and someone would reach out within the hour. Of course no one did. When I called the voice mail box was full, so I called back. This time I was given a direct number to the installation rep. He answered and said he would check the schedule and call me back within 45 mins. He did not and did not answer when I called back. I later had my husband call Chris from Hooked up, and he answered. He advised he told me he would call back this afternoon or 1st thing wens 08/10. We heard nothing else today the 9th. We are in our 3rd week of not being able to comfortably sleep in our bedrooms. I swaet most of the night. I have to sit in a cold bath before bed each night to make this tolerable. It has been hard on my grandkids so I sent them home a week early from their visit. I express this to American each call. Yet the $73 payment came out of my account today, as if they are doing their job. I am hoping someone can get to the bottom of how this can happen during these record degree temps. It is depressing and heart breaking, I also work from home so I do go downstairs because it is too hot in the home office. I feel powerless. It seems American is powerless to push the contractor to get this resolved quickly. I have no idea how long this will continue. I am hoping we will get a call tomorrow, but I fear they will tell us it will be another week before we have air. I wrote this to the department of justice a couple of weeks ago. Yesterday the contractor missed the 8th appt. American does not want to assign a new one because the current contractor has the part. I am on hold for the 2nd time today. I spend at least an hour on a call almost everyday. I have reported to BBB, and DOJ and DOI. they are involved and still no resolution. this is depressing. please dont use this company. I have been a loyal customer for 8 years

3 years ago

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Reply from First American Home Warranty

Janis, We are disappointed to hear that you have experienced this delay. We requested additional information from you so we could further look into your claim, but was not able to connect with you. Should you still need assistance, please feel free to reach out to us.

Oct. 6th, 2022

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Kimberly Merritt

Please take the time to research other companies. I originally was satisfied during the first year of my contract, overall. The second year they increased the service and drastically decreased the quality of contactors and customer service! I wished that they were as aggressive with providing a quality experience as they were with keeping my renewal at the end of last year. Each time that I speak to a representative different information is relayed and completely different information is noted on my account. My biggest frustration is that I requested HVAC maintenance service in April and it was never scheduled (even after getting confirmation that it was submitted). Had to call back multiple times, and the rep said that it was a system failure on my end and I was supposed to call back and follow up with them. The service was scheduled with a contractor, who set an appointment in May had to reschedule because of a technician issue on their end. The techs that they sent damaged the drain valve in the attic and we didn't find out until two days later when we found a leak and system not working. I called First American and sat on the phone for an hour to no avail and ended up calling the contractor. After a few Voicemails and emails, we got a tech to come out the next day (we're in TX and no AC is not an option). We were charged for the maintenance and for them to come back out and repair what they damaged. I requested a managed to contact me on 5/20, 6/8, 7/6, and 9/1. To do this day nobody has called. I was given a coupon for a free service (incentive for renewing), the rep applied it to my account in July. Only to receive a delinquent notice in August saying that the fee was never paid and the July rep notated in the system that she communicated to me that it wouldn't be applied to the fee, which is completely FALSE. I know each company may come with it's own woes but skip this company at all costs.

3 years ago

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Lauren L Acampo, CA

Sad sketchy company. To save money they hire the bottom feeding contractors who don't know what they are doing. If you like to waste time waiting for people who no show or can't diagnose your problem, this is the company for you. I have struggled through this with several repairs. The latest was a dishwasher that has not worked in over a month. Had a "virtual visit" by the repairman who ordered parts based on my photos. They then no-showed to the install appointment but labeled the job as done with FAHW. When I called them they said I needed an electrician, not them. Then the story changed - they needed to wait for more parts. They wanted me to wait another couple of weeks for the next install appointment. Infuriated I called FAHW. No remedy there. I was told my complaint went to the TOP and I would get called in a couple of hours. 2 DAYS later and no call. 4 more phone calls to FAHW, they rescheduled me with the SAME lowlife contractor. When I went ballistic they said maybe they would give me a cash credit, they would have to talk to the TOP again and get back to me. I have gotten the run around one too many times, broken promises. Any company that hires contractors who tell bald faced lies - to them as well as myself - is too scummy for me. I am done. Cancelled today.

3 years ago

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Reply from First American Home Warranty

Lauren, Thank you for sharing your comments with us. We were unable to locate your claim with only the name provided. We did request additional information from you so we could look further into your claim, but was not able to connect with you. Should you still need assistance, please feel free to reach out to us.

Oct. 6th, 2022

@endstack