First American Home Warranty Reviews

This is so bad that I can't even believe it still exist as a company. It's a scam! we called twice during our one year contract and both times the "technicians" who came had no idea about anything. The result of one claim they wouldn't replace it or repair it because in the first place it was not installed properly years ago and that's why it doesn't work which is a lie because he was working perfectly fine until now. The second one said that the dishwasher was so old that it was "normal" to see and smell smoke! Seriously, it's so ridiculous it's almost a joke! we had to pay $75 per visit for a total waste of time and money, of course. Please please Believe in these reviews and do not waste your money with this fake company.

If you see one star reviews on major repair with air conditioning units taking to long for repair. Well believe those stories. I have a very similar experience with this company and they are just a robotic script customer service. Not genuinely friendly and once you ask for someone in charge they leave you on hold for a reasonable 45 minutes. Then they transfer you to a answering machine. They had my repairs scheduled for the past Friday before Labor Day weekend. Then suddenly they said someone called to cancel my repairs. I have a family of five and spending on my children living with different friends of the family and I'm in this house with no air with my dog so she could be cared for. My wife is in of one of my daughters friends house for the past week and half. Still no responce and i have called for 1 week now just to see when is this repair taking place. I guess being from California they dont understand Texas weather. Well my sir it is hot. Hopefully someone will see that this company is not the ideal company if your looking for a sense of urgency

I've had 1st American home warranty since 2005. They were a good company for the 1st 5 years. I am in Florida now and they only have one electrical contractor, And he has continued to visit my rental property and say there is nothing that he can find wrong with the electric. Over a year later I'm still having issues. I have lost one renter and I'm about to lose another 1. I hired an alternate contractor who told me the problem immediately. He also stated that this is a the tensional safety issue that needs fixed right away. I've tried several times to get the the warranty approved electrical company to visit and fix the problem and they are unable and now unresponsive. 1st American home warranty refuses to let me use an alternate contractor. The electric company for the county even visited and said that the panel was bad. 1st American home warranties electrician doesn't call back. There is no way for me to get this issue fixed. I have been told repeatedly by 1st American home warranty that they will call me back within an hour or a few hours and they don't call me back. Do not use this company!

I have had FAHW for 4 years now. When I bought my home, this was the warranty that was provided for the first year as part of the purchasing of the home through the previous owners. My AC units are the original units are about 15 years old so I figured it would be better to keep the warranty every year instead of replacing units. Every year I have had to have my AC units checked b/c they would go out. I can tell you that home warranty companies are on the business to replace. They will find any way to keep the old one running plus also find ways in wording to not pay. Every time I make a claim it is $75 up front. Then I have to wait for them to get in touch with a contracting company then almost another week before the contracting company can come look at my unit. If I am calling about an issue, it is a right now issue and having no air in the Summer has been brutal. The last 3 years they covered the costs b/c it was mainly my AC unit being out of Freon. This year I had to make 3 separate calls for the same issue and same unit. The first 2 times the issue was misdiagnosed and I was told I would have to pay for any work done. The 3rd time the contractor actually went into my attic and looked at the unit and found a part that need to be replaced, which is covered under warranty. FAHW orders the part, which takes over a week to come in. I actually had to call the contracting company b/c FAHW never called me or updated me on the situation. I had been 6 weeks without AC so I had to make sure it was taken care of. After all the repairs are finally done, I get a call from the contractor saying I owe $325! How is that possibly with it being under warranty? Apparently FAHW had to order a part that was newer b/c the part being replaced isn't made anymore. That new part was a different fit so the contractor had to rework the duct work. B/c the contractor said the word "modification" in his report, FAHW found the loop hole it needed to not pay for the work! On top of that, they don't pay for the disposal of the part (that they covered with warranty) unless you pay for a premium version of their warranty! How bogus is that! I was never notified that there would be charges on my behalf before the work was done. When I questioned FAHW about this, they threw the contracting company under the bus! How could it be the contracting company's fault if I am a customer of FAHW not the contracting company? All in all, I don't know if it b/c of COVID but wait times to even talk to a human are around an hour. If you have a complaint or challenge being charged for something, good luck b/c they aren't going to pay. This company is a joke and I could have just used an AC company on my own and probably paid less! I can promise you I will not be renewing with them and hope others read this and look at a different company as well.

I am here after having FAHW fail to resolve an issue for 3 months. My washer had completely failed, and they sent a technician with no parts after a few weeks. He took a quick look and said it was beyond reasonable repair, he called FAHW while on speaker phone in front of me and told them it failed internally and had to be completely replaced. The FAHW guy on the phoned asked if there was any damage on the outside or anything they could use to deny the claim, and I saw the look of horror on the technicians face. He told them no, it had to be replaced due to the motor and barrel assembly failing. He apologized about the affair but he said he would ensure his report stated it needed to be replaced. A week later, FAHW called me and told me they would replace the unit. Fast forward 2 months (and a lot of phone calls later), FAHW has still yet to even place an order for a replacement unit. They've said the order is still processing. I spoke with management multiple times, and made a claim with the BBB, nothing gets them to respond. It's been months, either they are going out of business or they are legitimately out to steal your money. I am not a review guy by any means, but the word needs to get out about these guys. PLEASE DO NOT USE THIS COMPANY.

Replacement of Upstairs A/C Unit Timeline UPDATE: As of September 4, 2020, the a/c replacement/repair described below was completed. Hertless Air Conditioning, Heating and Mechanical arrived today at 9:30am and left about 5:30pm after replacing our a/c unit outside and making repairs to the upstairs unit. The two technicians were very nice and considerate and seemed to do a great job. At least we are nice and cool in our upstairs this evening. Thank you Hertless. I am still extremely aggravated that it took 6 weeks and 2 days to get the job done and blame that entirely on First American Home Warranty. The ratings I have given are for FAHW and not Hertless (who deserves 5 stars). Wednesday, July 22, 2020 - It is hot upstairs (88°) and not going down. Around 9:30pm at night we contacted First American Warranty Company. The automated system assigned Certified Repair Service. Thursday, July 23, 2020 – After several calls to Certified Repair Service we finally had an appoint for 7/25/20 for a repair person to check out the system. Friday, July 24, 2020 – Certified Repair Service came at 10am and inspected the outside unit. He said it was too low to charge and that we needed at new unit. He said the job was too big for him and he would call First American and arrange to turn over our claim to a larger company. Monday, July 28, 2020 – Hertless Air Conditioning, Heating and Mechanical called and made an appoint for Friday, July 31, 2020, between 8am and noon. Friday, July 31, 2020 – David H came and said there was a leak in the upstairs unit’s coils and in the condenser on the outside unit. He said he would turn it into First American to approve the repair. Also said it would take 2-3 weeks to get anything done. Friday, August 7, 2020 – Called about status and was told we would have to pay $1,100 for non-covered repairs. We are very distressed about our air conditioner issue. Ours has been out of service for more than two weeks and we have been dealing with our home warranty service for that long with no promise of repair anytime soon. We called for service on Wed., July 22 (late in the day). After several phone calls back and forth, a repairman came to check it out on Fri., July 24. He decided the unit needed replaced and he said the job was too big for him and that he would ask First American to call someone else to fix it (he took our $100 check and went on his way). On Mon., July 27, Hertless Air Conditioning and Heating called to say they would be here to check it out on Fri., July 31. Mr. David h was here promptly on that day and determined that the unit needed to be replaced and he would report to First American. He did not indicate any modifications or additional work would need to be done. Today (Aug 7, 2020), we called First American because we have had no word on the status of our claim. We have now been 17 days without a/c on the second floor of our house. We were told that First American would have the parts today or tomorrow. However, we are suddenly told there are extra charges ($950 to $1,000) for which we are responsible. Mr. H never mentioned extra charges or that modifications would be necessary. We are disappointed that First American has not been forthcoming with information and that we had to pry the "information" from them. When were they going to tell us about the extra cost? We have a call into Hertless to check on the validity of the extra work and cost. Our understanding is that this is not an uncommon problem when dealing with First American and we are looking for a resolution. We have paid on this insurance policy since 2012 (8 years) and would expect more consideration. Texted First American: FAHW: Hi Sharon. Can you please provide the claim number? Me: We didn't get one. FAHW: Thank you. We will review the claim and provide a response today. Thank you. Fri, Aug 7, 2020 4:34 PM FAHW: Hi Sharon. Anytime there are non-covered costs requirement, these items and costs can be advised of by the contractor as they are the ones who know what needs to be performed and set the prices. The information is then provided to us to also provide this information. At this time, the non-covered costs are $825.00, which includes: $350.00 duct modifications, $75.00 access, $150 line set flush, $125 condenser pad (code), $75 refrigerant safety caps (code) $150 recover reclaim(covered per the contract), $50.00 condenser rises (code), $75 haul away (covered per the contract), $150.00 condensate and float switch(code), $50.00 secondary drain pan (code), $ 50 torch and fitting modification , $75 haul away (covered per the contract). We have deducted $250.00 from the total costs of code items, along with haul away for a total of $150.00 and $150.00 for the reclaim, which brings the total non-covered costs to $825.00. Please refer to the home warranty contract, under Limits of Liability #6 as modifications are not covered. Fri, Aug 7, 2020 7:01 PM Me: Thank you for the clarification of charges. We don't understand why there are so many extra charges. However, seems we are between a rock and a hard place. Can you arrange for the repair to be made as soon as possible? It is very difficult to talk to a live person if we call the phone number. Hertless Air Contioning & Heating was in line to do the repairs. Thank you for your assistance. Sat., Aug 8, 2020, 7:47 PM Me: Once again we are waiting for First American to get their act together. They have give us four different prices for extra charges: a. $950 - $1000 b. $825 c. $540 d. $900 They have also given us several versions of what is and isn't covered plus they don't seem to understand the scope of the actual problem. They tell us there are two systems involved while there is only one upstairs system. We have had no word on status since Saturday, August 8, 2020. We would appreciate our air conditioner being fix NOW! FAHW: Thank you for contacting us. If you need to place a claim, please call us at 800-992-3400 or visit us online at www.firstam.com/warranty. We cannot place claims requested through this site. If you currently have a claim and need assistance with it, please call our Claims Resolutions Department at the number listed above. This page is monitored periodically Mon-Fri from 6 am-5pm pacific. Me: Tried your web site and that is where you sell a useless product. And above you act as though we don't have an active claim. Saturday, August 8, 2020 – First American called and indicated additional costs of $540. We told them to go ahead with repairs. Shortly afterwards, First American rep. called again to say she had made a mistake and that costs would be about $950 because they think there are two systems to be repaired. Then we determined they misunderstood the scope of the work and thought that there were two separate systems involved instead of just one. They indicated they would check with Hertless (the contractor) to determine whether there was more than one system. They would advise. Tuesday, Aug. 11, 2020 – Texted First American and received a reply saying we needed to place a claim. Tuesday, Aug. 11, 2020 – Called First American once again. Talked to Kristen who stated they have confirmation it was only one system and the non-covered costs would total $225 and also said they were waiting for us to approve those charges. We approved those charges right then and there. She indicated that the equipment was coming and she would inform Hertless. Friday, Aug. 14, 2020 – Called First American again. We were told that the repair had been approved. He called Hertless and left a message for an update on when they would be making the repair. Didn’t hear back from them. Monday, Aug. 17, 2020 – Called Hertless and actually got a human. Asked about the status of our a/c repair and was told they were waiting on parts. Interesting that First American told us that the parts were coming “today or tomorrow” on August 7, 2020, and yet, as far as we know, they are not here yet (10 days later). Wednesday, Sept., 2, 2020 – Hertless called to let us know that they would be out on Friday, September 4, 2020, to repair/replace our second floor air conditioner and that the non-covered charges would be $570. We have been given five different prices for the uncovered fees. Guess it depends on you talk to. I'll up date this when and if the job gets done.

We called FAHW about our HVAC not working in half of our home. A contractor came out on 7/22 and said we needed a new compressor and condensor. We were told the part would be ordered. on 7/29 the part was ordered and i was told it would be expedited since there was a miscommunication in ordering the part...two weeks later and 95 degrees in half of our house we are told that the part was in fact not ordered yet as they were trying to find a part...which was completely false as the HVAC company gave them the exact parts to be ordered. Long stories short the part came in finally and yesterday on 8/27 the technician comes out and they were sent the wrong parts. FAHW ordered a generic part for our ac unit which is a trane that needs actual trane parts not the cheapest part they could get their hands on which was what they ordered. Not only has NO one called me, emailed me or contacted me back after multiple voicemails but our HVAC contractor was called by them today to ask for help finding a TRANE part as they can not get it and it will be 3 more weeks or more before a part comes!!!! Customer service is the WORST and honestly after missing three days of work, multiple phone calls and still not having an answer I have asked for a new unit to be installed but I cant speak with an actual person so who knows when or if my AC will ever be fixed.....AWFUL is all i can say.

The WORST experience in my life! We've been trying to get our AC unit fixed since April without any luck. They started the process to order a part back in June and they haven't even been able to do that successfully. We were being proactive with our unit, we heard it making noise and having issues kicking on, but after all the time trying to get it fixed, it went out entirely mid-July. At over 90 degrees every day and having an infant, we could no longer wait. We had to buy a portable unit to get us through the weekend and then hired our own LEGIT contractor (the one sent to our house by First American will also be getting a poor review from us) and they were able to properly diagnose the issues, get parts ordered and repaired within 24 hours of us contacting them... meanwhile with First AM and their contractor, misdiagnosed the issue, ordered the wrong part, said they finally after 6 weeks ordered the correct part and still I've heard nothing. I was instructed by First AM to submit our out of pocket expenses to their claims review email, which I did on 7/20/2020 and NO response from anyone. I sent messages and attachments to their online customer portal, NO response. Are they even still in business? Worst, worst, worst experience I've EVER had dealing with anyone. I've filed a claim with the BBB, next I'll be filing something with the AG and since many real estate companies have their sellers purchase these types of policies for home buyers (which is what we had and then renewed for the second year, worst mistake I've ever made) I'll be contacting ALL of our real estate and brokerage companies in the area letting them know about this illegitimate business. NO one should have to go through what we've been going through and after reading reviews, I see far too many people already have. Do yourself a HUGE favor, whatever money you are planning to spend on a warranty company, just put it in savings in case something goes out. Otherwise you will be throwing money into a trash can because you're issue won't get solved quickly and they'll give you the cheapest crap they can find anyway.

They are a horrible company whom sends out bottom feeder contractors and will dance around the issue for weeks with no resolution. 3 weeks later and my a/c still isn't fixed. Oh I forgot I am in Arizona, where the average temp is above 110. Talk about not caring about your customer. UPDATE*** 10.14.2020 Three months later no response from First American. No Reimbursement nothing. A representative reach out here with Best Company request a work order to review. a couple days later they had called me attempting to make this right and however they dropped the ball once again. After many complaints about the bottom feeder contractor mentioned above, they in fact schedule the exact same contractor out to my house. Mind you, the first time they showed up unannounced, in an unbranded vehicle, looking all disheveled and came into my house without a mask in the middle of a pandemic. With all that said, the representative said "ok, well have a contactor come out and repair the parts that are broken" and I was like thank god. Right? WRONG. Out of nowhere I get a text saying that that same garbage contractor is coming to my house. I immediately called the same rep I spoke to before express my concern but to no avail. She failed to pick up the phone. I tried multiple times and even messaged on the message board online. NOTHING. Then 10 mins ago that so called contractor called me and said they are confirming their appointment. I told them to never come back to my house. If my review didn't sway you before, PLEASE head my advice and never recommend First American to anyone.

We pay the extra fee per month for air-conditioning coverage. Air conditioner went out middle of July in Kansas, over 100° for five days in a row with no air-conditioning called to check status get the runaround regarding ordering parts versus approval. Representative would not give name offered $150 voucher to be reimbursed for a portable air conditioning unit. Portable air condition units cost around $400. Would not offer additional reimbursement for air conditioner or hotel room. Also would not send confirmation email that we would be reimbursed for the $150 if we purchased the portable. Representatives change stories regarding whether parts have been ordered or even approved for order.We are looking at 10 more days or longer without air-conditioning in the heat of summer. Horrible company horrible communication should not be rated by the Better Business Bureau spend your money elsewhere!

I would give zero if I can. I had the worst experiences with FAHW. They took 2 MONTHS to replace my gas stove where gas leak was involved. 2MONTHS! That’s not all, they took more than 5 MONTHS FOR REFRIGERATOR repair. They ended up offering minimum amount possible for refrigerator replacement. 5 MONTHS!!! That’s after me calling and waiting 35-45 mins on phone waiting. Try on-line and it takes days to respond with survey. Totally useless. Surprised they are in business. First they pride themselves being local co. of California when they were selling. When I called someone overseas answered. Response I received from FAHW was that they only use local contractors—- . What a joke! I wasn’t expecting them to fly contractors from overseas to do repair on my appliances although the timing it took them to respond, they s might as well have and it would have been quicker!

This company has wasted countless hours of my time. First, the tech they sent out to deal with my dishwasher left water all over the floor for me to clean up. When he came back, he chipped my countertop reinstalling the dishwasher, and glued it back on, so we wouldn't notice for a couple days until it fell off. Next, my microwave is mounted above my stove. It has been there for 23 years, and has naturally started to bend the frame, causing the front grill to snap off. I have duct taped it into place, but it keeps falling off nonetheless, and several times, into hot grease, splashing it everywhere while cooking. The microwave itself stopped working around the same time, so we filed a claim. Fast forward nearly 2 months. Now, they are offering to pay me $120 for the cost of the repair, ignoring the rest of the issues. It was installed professionally, by the electricians that wired the home when new. I have spent countless hours, sent multiple emails, sent many pictures, etc. The only response I get, is that this is a "cosmetic issue". From their own website "Cosmetic defects, such as scratches or dents to kitchen appliances." This is not a scratch or dent. The frame has bent, snapping off the grill, and it is now dangerous, and the unit will not work. This multi-million dollar company would rather argue for months than pay out an extra $150 to help us get a new, functioning microwave that isn't a hazard. They must have spent thousands paying people to deal with us at this point, but, 2 months later, I still have no functioning microwave, and they refuse to do anything about it. The last "customer service" rep, simply put the phone down and went silent in the middle of our call for several minutes, refusing to speak to me. We were still connected. Ended up hanging up. I do not recommend this company and will be telling every friend and family member about our experience. Several have First American currently, and they are not pleased with the way they have handled this. It's simply insane to drag this out, spend thousands of dollars, lie to us about a frame and grill being "cosmetic", (Think about it this way, is the frame of a car cosmetic? Absolutely not, it's the entire framework of the machine .). So, here, again, I sit, still with no functioning microwave, so they can spend thousands, and waste months, to keep from paying out an extra $150 to keep their customers safe and happy. Run, don't walk, away from this company.

I requested service on my AC unit a little over 2 weeks ago. I contacted 1st American Home Warranty when I did not hear from American Team in over 48 hours. American Team then contacted me that Friday, and told me they would be at my home that Sunday. Sunday came and the 2 gentlemen told me I needed a new air handler and Freon for my unit. When I inquired about paperwork for their assessment, Gus told me that I would receive an email from 1st American Home Warranty. That NEVER HAPPENED!!! As a matter of fact, 1st American Home Warranty was told by American Team that the job was completed because all I needed was Freon and Freon was allegedly added. That NEVER HAPPENED. I resubmitted a service request because the job was never completed. I now have my 86 year old father enduring the heat because I am trying to rectify this his issue with both 1st American Home Warranty and American Team. Neither of these companies that bare the name American represent what I stand for as an American veteran. Very disappointing!!!!

This company is a scam! We have made 3 separate claims—none have been resolved satisfactorily. The last one we reported was for our A/C on June 7. It’s July 17 and we still don’t have a working A/C. We’ve spent around 11 or 12 hours on the phone either on hold or speaking to someone and got nowhere! Any time you ask to speak to a manager you are sent to a voicemail and they don’t call back. We were given a “claims specialist,” Gregory,” who said he would call us back the next day. He never called back. It’s been 2 weeks. I’ve called his extension and left 5 messages. Also, the online portal says if you leave a typed message they will answer within 24 hours. I’ve left 5 messages there and never received a reply. The contractor they sent looked at part of the HVAC unit and said it needed a new compressor (which took him almost 2 weeks to come out after the original claim). However, we were going to need to pay $900 for things not covered by the warranty. We agreed. They couldn’t fix it until July 1–so we went almost a whole month without air. Then they “fixed” the problem, but never checked the entire unit and missed a major leak in the pan which caused major damage to our home. We immediately called back on July 2, and we have been waiting for over 2 weeks for it to be fixed. Yesterday, the contractor told us it had been authorized by the warranty company and he had ordered the part. Today he said he was still waiting on First American to pay so we called the warranty company—and we were on the phone for nearly 2 hours AGAIN. Ronald, a supervisor, told us that he had conflicting information on his end and he wasn’t sure. Five minutes later he said the claim was denied... fishy, right? I logged on to the online portal and the claim still said “authorized.” We asked to speak to a manager to find out what was going on and were told the manager wasn’t available...this happens EVERY TIME you ask for a manager. We were immediately transferred to a voicemail and of course disconnected without making any progress. I logged back in this evening and the claim magically went from “authorized” to “denied.” We will NEVER use this company again. And, we have already contacted our realtor and recommended she NEVER use it with another client. We are out $975, not including the damage done to our home and still don’t have a working A/C! We will be taking our business to a legitimate organization.

WORST COMPANY EVER! DO NOT BUY! Purchased home warranty from First American and when our dishwasher did not work, they offered to either fix it or replace it for the service fee of $75 which we paid. The engineer they sent confirmed the dishwasher could not be fixed yet First American refused to replace it even though they had promised to over the phone. We asked for a full refund of the $75 which they refused and to date have only offered a $50 prorated refund for a $500 warranty(we have 6 months left)! In total, they have taken $575 from us for ZERO service! Don’t bother buying from them as they will take your money and leave you high and dry!

June 5th a service request was made for my A/C under the Premium Plan; today is July 13th and the unit is NOT repaired. Contractor (ALL PRO Mechanical) says part is in, then 3 days later texts he's picking up the part AND does not perform. Also, said if unit needed replacing it would be a $2.5K charge. Also, bashed another HVAC contractor by stating they did not do business with 1st American; neighbor works for a HVAC part company and verified the other business in fact does. FAHW need to do business with reputable and efficient HVAC contractors. Temps here are now averaging 77 at night and 95 daytime; I am 67 yrs old. Mitagator called and NO A/C still nor follow-up with me. Website not secure today per Google Chrome Security; no https.

I have First Class Upgrade with this company . I had 2 plumbing issues. I did the service request online for leaking pipe below the kitchen sink and sprayer of the faucet quit working because it more than 10 y old. The plumber came demanding me to pay not one service fee $75 but $ 150 for two plumbing problems. I refused saying that service fee only $75. He was angry. I don't know what he presented to the company but they denied fixing the sprayer saying that its manufacturer's defect . To fix the pipe they want me to pay $150 for modification. SO BE AWARE. THEY DO NOT FIX MANUFACTURER DEFECT AND YOU MAY PAY 5 TIMES MORE FOR MODIFICATION OF THE PIPE.

Because it's good to have a service like what First America Home offers and without it the prices to fix our problems at home will most likely be so much more.

Our washer went on the fritz; work request was placed on 5/26/2020, this review is being written on 7/8/2020. We still don't have a working washer. Service techs have made 3 visits to repair. We still don't have a working washer. First American will not pull the trigger and declare the machine as unfixable. The service manager at the appliance repair business told us that First American is notorious for this type of behavior. We have a family of 7 people and the laundry piles-up quickly. We have visited the coin-op laundry multiple times. First American only offers a one time refund of $50 for the trouble and they require a receipt. Who gets a receipt from the coin-op? Previous to this I had placed a work order for a broken garage door spring, That issue was fixed in an acceptable time frame. Apparently they are loath to replace appliances. Keep this in mind if you have an older appliance and you are foolish enough to contract their services. I am over my foolishness as of now. Since this adverse treatment from First American I have set up an automatic withdrawal for $63.50 (the cost of the contract) to be placed in a separate bank account. I believe that this a better use for my money.

As I read these reviews, it amazes me to see that FAHW only responds to reviews with 3 or more stars. They appear to not want to research the negative feedback and respond to those. Most of the 1 star ratings are very much like my complaint. There is a serious lack of communication and the process is too long especially when you have no heat or air conditioning. I have filed 3 claims since 2018, all HVAC related, and have paid out of my pocked each time. They never were able to provide a technician in a reasonable time frame so we did it ourselves. There are few (1) company in our area that will work with FAHW because they won’t pay reliable, professional contractors a fair price to provide service to their customers. The only time a service technician came out to look at our ac unit a week ago said the unit needed to be replaced and he took pictures and said that he would make that recommendation to FAHW in his report. A week later I had heard nothing so I reached out to check the status of the claim. The email that I received showed the service technician lied to us and just put in for a new compressor. The FAHW employee states that the service company would NEVER tell 2 different stories, eluding to me that I had lied to them about what we were told. I just wanted a response and my ac fixed. Once again, we have taken care of the problem and paid out of our pocket. I would not recommend this company to anyone. Take the premium amount and save it yourself for repairs. I feel as I have been disrespected and scammed bc this company has not provided the service promised to me when I signed up. I’m very disappointed in myself for allowing this company to take advantage of me for this long. I’m not sure why the word amazing has appeared in my message but this company is anything but amazing!!! Beware of these types of legal scammers. THEY ARE NOT AMAZING!!!!!

We payed our service fee to have someone come look at our air conditioner, they came and looked at it. 3 weeks later, called them, they still hadn’t put the order in to repair it. Now going on a month and a half and still hasn’t been fixed, and it’s 90 degrees here almost every day. Try to call them, they give us the run around blaming it on the contractors. Can’t get ahold of the contractors AT ALL. No confirmation on anything. And they didn’t cover much of the costs anyway, a little over half, still gonna be 1900$ out of pocket! I do no recommend them at all. I’m about to have someone else come out and get it fixed because they are taking thier time and seem to not be concerned at all with our problems.

I had First American Home Warranty until this June 2020! For two years I asked for ac help. They sent out a man who basically added Freon and said “ it’s fixed but it wouldn’t go down past 81degrees. He stood in my foyer sweat rolling down his face. Took a phone call and sat in his air conditioned car for 40 minutes and then just DROVE OFF. No goodbye , nothing. Never came back. First American came out the second year to check the working of my a/c in OCTOBER at 9:30 am!!!ok!!! They won’t carry away your water heater and didn’t want the job to fix it so we had it fixed and CARRIED AWAY by another company! They hire SUB-standard contractors (EXCEPT KC Appliance. They are the only ones we had that were really good. ). I had to cash out my dryer because they wanted to replace mine with a horrid dryer that Sears had sitting off to a corner! Don’t be scammed by this company!

This company is a joke. I have had to file 3 claims in 10 years and each time its an absolute nightmare. I will detail my most recent experience. I contacted them and started a claim on 5/28 for a refrigerator that had stopped cooling. I have the normal plan and the “ First Class upgrade” which covers refrigerators and other appliances. Once contacted they stated they would contact a provider. It took them 48 hours to contact a provider. That provider was supposed to contact me in 24 hours. That did not happen. It took 3 more days for them to reach out to me. Then they told me it would be 7 more days before they could come out to “diagnose” the problem .. 11 days without a fridge ..I asked FAHW to provide me with a replacement or compensation to get a temp fridge. I was told they do not do that. When I researched the providers they selected they had terrible reviews. 1 star on google, 1 star on yelp and an F rating with the BBB. I called FAHW and expressed my concerns. They stated that was their contractor and they didn’t care about the reviews . When I objected they said they would call around and find someone else. That took 24 hours and NOBODY would take the call for them. ( I called 5 repair facilities and all 5 said they could be there in 1 business day , all 5 said NO when I asked if they worked with FAHW.. Everyone said they don’t pay the prevailing rates for qualified repair techs, they said they don’t listen to the real solution and always suggest band aid repairs instead of solutions and all 5 refused to work with FAHW. The warranty company was unable to find anyone willing to accept the job beside the poorly rated company I spent 3 ½ hours on hold with FAHM over the course of 5 days trying to get a solution worked out. On day 6 a “manager” said we will give you 75 towards a rental fridge or a small fridge since its taking so long.. Really ??? I asked 5 days ago you said WE DON’T DO THAT and I gave away or threw out hundreds of dollars of food to prevent spoiling and NOW You offer this and act like you are doing me a favor Well the day comes that they show up to look it over. The guy spends 10 mins looking at it .. makes sure he collects my 75.00 service fee then says .. Yeah all the GE and Samsung fridges have the same issue , I do 30 of these a week but I have to order parts …Really you do 30 a week and have to order parts? SO he leaves submits the part request to FAHW and says they will have to approve this. ( this was on a Monday, they finally approved it on Saturday so the provider didn’t order parts until the following week on Tuesday lol) You can see these guys only care about your premiums not your claims. Its been over 3 weeks (almost 4 weeks) .. no fridge , no date set to repair it no updates despite calls, emails and messages on the website. The managers that were supposed to call me back have never done so, the person they were escalating this to urgently has not called me. I mentioned to them the providers horrible reviews all indicated this pattern and they assured me they NEVER had any issues with this provider whatsoever ..All lies , One of the appliance repair guys I spoke with at another local company said this is the only provider that will work with FAHW and they hire uncertified people and pay them poorly. He said they spend all day running around “diagnosing” for FAHW so they can quickly collect the 75 service fee and then when that diagnosis orders slow down they start scheduling the repairs . The reason the provider is in business with the horrible reviews is because WE are not the customer to them FAHW is and all they care about is making them happy. No other business could survive with these reviews ( hundreds and hundreds and hundred of 1 star reviews all with stories just like mine) Seriously google At your service in Kansas City and check out the laughable reviews Today I am filing a complaint with the BBB and the KS insurance commissioner and I will leave FAHW a review anywhere on the WWW that I can find so others can avoid these guys. I have been paying 65 per month FOR 10 years at 65.00.. Over $8,000 in premiums paid and claims are a joke.. I would tell you about the AC claim I had a few years ago but you wouldn’t believe me and I just finished paying another company over $1,000 to fix the damage the FAHW provider caused Terrible company all the care about is collecting premiums not paying claims and they will not send qualified people to your home you will get cut rate repairmen ordered to perform cut rate repairs which will cost you thousands in the long run Avoid these crooks at all costs

Very disappointed after the 3 or 4 times I've called them. They send low end sketchy hustlers. After replacing the element in my stove, didn't even push it back into place. Another fine group told me the air conditioner pump/wheel was dirty, THATS why its making the off balance noise,, kike tire at high speeds, and would cost about 1300.00 to take it apart and clean it. Told them to just put the cover back on and leave. This guy looked and acted like he had just got thru hitting a glass pipe in the beat up van he got out of. A neighbor had an a.c. company over for a repair and I asked if they could give mine a once over, I'd gladly pay the fee, didn't tell them what the other rip off artist told me about it being dirty, this guy takes one look and says its waaay old and needs to be replaced, it would be less than 700.00. I call First American back, they don't cover things because they make a noise. So I guess I have to wait till it completley rips itself apart so they can replace it. I will NOT be throwing money away on first american again. They always have an out, an exemption or excuse. They have to, how else could they make money, they can't of they actually pay good people to do the job.

I'd give them a zero if I could. Spare yourself the trouble and avoid them like the plague! I'm currently on hold for a supervisor again... HVAC went out and I could not get to talk to an actual person, all automated and the company didn't answer messages. I had to get a local company because it was 40 degrees outside and we were freezing. I called to see if First American would work with me about the bill, was it covered etc and more repairs were needed. Person said they were on it, a week later nobody knew anything. Supervisor said they were on it and did nothing. They finally sent a second company which misdiagnosed the problem-would have cost me more money of course. I've called so many times, sent a copy of the actual problem and they are still trying to bill me. Said I've been non-responsive, will turn this over to collection agency. Nobody knows what happened to the email I sent, it's not on my account. And they just hung up on me again. Spare yourself the trouble-a total waste of time and a rip off. They did nothing for $750.

So- I WAS RECENTLY FIRED FROM MY JOB BECAUSE I TOOK OFF TOO MANY DAYS/HOURS FOR FIRST AMERICAN HOME WARRANTY TO NOT REPAIR A DOGGONE THING!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Had warranty from April 2020 until now and they've been to my home a total of 8 times for the same two problems. They DON'T REPAIR ANYTHING - THEY DO THE BARE MINIMUM AND IT'S $75 EACH TIME YOU REQUEST SERVICE Microwave- called for not heating water ; theyve been to my home 4 times all together for other problems that "they continue to find" when they come out. I sincerely dont understand if youre coming to repair one thing, why you write down a host of other things, and then you come out to repair that issue, but you didnt bring the necessary tools to fix the job. They came out today, and guess what they did- NOTHING!!!!! He said that the wrong part was ordered and he would have to return some other day with the correct part, so now thats about 16 total work hours missed for me. Are you confused yet??? Believe me- I AM!! Water Heater - keeps going out; I had to manually restart it 3 times BEFORE I called First American. When they showed up, I practically begged him to repair the gas control as MY FRIEND THAT WORKS FOR THE GAS COMPANY SAID IT WAS A BAD CONTROL. He didnt fix anything; he manually restarted it just like me :(. I complained once he left - he showed up today and guess what he did- he took MORE PHOTOS!!!!! WHY? I KNOW WHAT THE ISSUE IS ALREADY, SO I BASICALLY TOOK TIME OFF FROM WORK JUST FOR THEM TO TAKE PHOTOS. I finally made it to work around 1145am (I was supposed to be there at 8am) and was immediately fired ; they told me that I have taken too much time off of work and they think that I am "making up reasons to not come to work". I tried to prove that it was First American and they didnt care

We had a saga with our fridge for the last couple of months. We opened a claim with First American that send a technician that barley opened the fridge, said "it is a known issue with LG - you should call them", took his $75 and left. We called LG and they said that if we have home warranty, the home warranty company should send one of their licensed technician and we could get a new fridge! But this was after our contract was expired and First American said they can send another technician for free - if we renew of course. Our fridge is ding for the last couple of months, food was thrown many times. We brought another technician that said it is hopeless. So we now had to spent $1,600 + tax (after memorial day discounts) because First American DO NOT look after their customers it seems so.

My refrigerator went out last week of April. In the middle of this pandemic. They couldn't get a rep out until May 8th. The rep showed up and said he needed to pull out the refrigerator and that he might damage our floor. He asked me to sign a release holding him harmless if he damaged my floor. I would not sign the release (not a part of my warranty requirements) and the technician left. Another technician was supposed to arrive on May 15th and never showed (Sears Appliance Repair)! I've sent many emails and none answered. I finally called and pressed the number to speak to a sales rep to sell me a new plan. Phone was answered right way. If you want to buy a plan, you get immediate service. If you want them to handle a claim, you get the run around. Buyer beware. This is not a reputable service. You are going to pay them money and get nothing but a hassle in return. Hours on the phone, still no repaired refrigerator!!

I have been using them for over two years. There service techs are horrible!!! They all let you know that their contracts with the company are horrible, if they have to come out over two visits for a repair, they will not get paid . I have a claim right now where the tech will not return to complete the job, we have been a month waiting. The service hotline is people who do not seem to care, when you make notes on your account portal, no one responds. Over all this company is not good at all, they just gladly charge your card monthly. They are cheaper than most. If you want a good one which I have used in the past, American Home Shield AHS.com, they are little higher but do a great job taking care of their customer!!

I had horrible experience! Would not recommend this company! I have a new Viking stove for 3 month. One of the knob was broken and we can’t turn off the gas. We submit the claim and paid $75 for the contractor to come and check. But our claim was denied because it was not consider wear and tear! The customer service was not helpful at all! They said because of contractor report saying that something inside was bent, it was not cover on the wear and tear policy. I only use this stove for home cooking, not commercial. And the other 3 knobs works just fine. I paid $75 for the contractor to come and got denial letter 1 week after. What a waste of money and time! Don’t use this company ever again!

I called for a Central Air issue in January. First service call they replaced freon and said it was fine. February second service call for the noise coming from the outside unit - was told they could not fix because it was not making the noise at that time. Third service call - unit was making the noise - technician could not figure it out and played with the thermostat. Shortly after he left we now had NO AC, a blower that won't stop running, and a broken thermostat. Fourth call - technician found the issue (without the noise because the unit won't run) needs compressor and blades. I live in FL - temps are now in the 90's. I will be without AC for a minimum of 4 days - potentially longer as the purchase order for the parts has not yet been placed. This should never have taken 4 service calls and should have been fixed in January - first call. I paid the $75 deductible in January - but I am now told I will owe $325 upon completion due to making modifications. Hidden costs. First American will NOT make any accommodations for this absolutely awful customer service. I place calls - leave voice mails - they do not call back. Warning - customer service is lacking and there are hidden costs above the $75 deductible. High temps in Florida with a broken AC system do not constitute an emergency to them even though they over emergency assistance. Beware.

So I pay $60/month for what??! Terrible customer service and hidden fees?? Placed 2 claims yesterday: pipes (water hammer), disposal & microwave. Attempted to have my central vac serviced but was told that that is an additional service fee of $75 under appliances. When I called today bc I have not been contacted, nor received promised email containing contractor details etc, the micro is listed as appliance.....Im so irritated. THEN when I called the plumber today at 11am I was told that an order didn't even exist. I placed the claim yesterday morning! Beyond displeased and will be finding a new Home Warranty provider!

I have been waiting since 2/3 for my oven to be repaired. Sears was scheduled through First American, they performed a service call said the part was no longer manufactured. First American arranged a company to come out that I am unable to even find a phone listing for much less a better business bureau rating, for a company I am supposed to allow into my home!!! Oh no worry, they called the morning of the scheduled appointment and the technician, their only technician, wrecked their only service vehicle so they are unable to make the service call on my oven. I notified First American .... no answer.... almost a month in and they are doing everything possible to avoid fulfillment of the policy I purchased. The last two repairs... they replaced my 3/4 hp garbage disposal with at 1/2 hp.... I could not explain to them it was a smaller less effective unit. I even said if you have four quarters you have .75 cents if you have two quarters you have .50 cents which is more??? I am fed up with First American.... oh and you should see what the service provider that came out two years ago did to my air conditioning unit... they ran wires around the outside of the unit and put a wire nut on them out on top of the unit... looks like it has a bow of wire sitting on top of it.

It has been over three weeks and nothing has been fixed. They have sent two contractors out both of which said we will need a new dishwasher...the warranty company hasn’t said a word. I keep having to reach out to them to get any sort of status update. They say to allow 1-3 business days after they receive a report to determine next course of action and provide a status update...it’s been 4 or 5 days and still nothing. This company is horrible. Over 3 weeks to fix or replace a simple leak on a dishwasher or so I think because I wouldn’t know since no one has said a word on the report and the contractors they sent us were there for 30 seconds and left with no word.

This is factually correct and very honest review. DO NOT BUY ANYTHING FROM FIRST AMERICAN HOME WARRANTY !!!! I wish I could give them no stars. I was very hesitant of buying a home warranty years ago. My friends told me not to. But I just bought this house in 2015 and said, lets take a shot. Been paying premiums for at least 16 months !!!! Then just last week my fridge stopped cooling and compressor would not kick on. I called FAHW and they sent somebody out within two days. I was very pleased at that point !! Contractor's tech guy came that day and looked at fridge on 1/21, he determined that something like the thermostat or defroster was bad, I cant remember. I asked him if the part should be under the warranty program and he said that he does this a lot with warranty companies and it would be. Was happy !!! He said he was gonna order the part. A week went by and no call from anyone, not a peep from ANYONE from this company!!!! I finally called FAHW on 1/29/20 and asked for the status. They said the claim was denied on 1/22, all along I was thinking things were getting taken care of. They said that the pictures that the tech sent them showed some rodent droppings and a "nest", and the tech submitted the report stating that there was a nest in the coils and that caused the damage. Ok, have to admit there were a few droppings on the floor I noticed when we pulled out the fridge and some dog hair on the floor, but a "nest"??, an INFESTATION FAHW said?? And they are saying a nest was in the coils !!! NO there was no such thing !! I watched the tech take off the back of the fridge and there was NO NEST of anything inside. It was actually pretty clean. What they are looking at was DUST, just DUST on the coils. I asked to speak with a supervisor, after 20 min on hold I just hung up. Next day I attempted again to talk to supervisor and after another 20 min hold I finally was able to talk to one. I told him my story and that things didn't add up with what FAHW is saying and the Tech said when he was at my house. The tech never said anything about the fridge being damaged by rodents to me. He said it was from a bad part and that's why the compressor wont click on. In fact, when I talked to the supervisor I asked him if he put anything about a nest or anything on the report, he said "no, not exactly". So I then called the contractor and the manager said that the tech guy that came to my house quit a couple days after he was at my house and she has no copy of the report because the tech submitted it electronically to FAHW and she doesnt have any photos because he took them from his personal phone. She really didnt know what was going on at that point and dont blame her. Anyway, the supervisor said mistakes happen and he will do whatever it takes to help me and he would be taking over my claim personally and would call me tomorrow. He also wanted me to take photos of the inside of fridge and send them to him, which i did same day. No Call from him the next day! Huh... I then called the next business day later and talked to a customer service rep and she told me my claim was bumped up to his supervisor. After a few days of calling his supervisor finally called me back and said that she will review everything and give me a decision about my claim. Which she did.... Here is what she wrote to me..... ***I have reviewed the photos and spoke with the contractor. Please note, based on my review your unit is fairly new (2-4 years) which means the failure of this magnitude could not have been caused by normal wear and tear. The contractor reiterated that there was a nest inside your unit that clogged the coil and caused the failures to the unit. The contractor father submitted photos of the units showing the droppings of pests and the clogged coil. Based on the review of all documents I will sustain the decision on the claim. Please be advised, First American only provides coverage for items failing due to normal wear and tear** 1. The contractor could not have reiterated that there was a nest in the fridge because she doesn't have the report and was never there!!!! And the Tech quit a couple days later after seeing me at the house and the contractor has no reference on this claim. So FAHW is lying !! Unreal !! 2. The coil was not clogged with a nest, IT WAS DUST !!!!!!!! Anyone from FAHW can pull out their own fridge right now and they will see DUST ! C'mon ! Thats wear and tear. All I can say is that this company is doing its best not to pay a claim. They will look at everything and all photos and they will try to find ANY way not to pay a claim. I believe they are totally lying, or just completely incompetent. Either way I do not trust this company and neither should you. I have asked them for the photos and report and not gotten them yet and dont expect I ever will. Also, the customer service is terrible, you will be on hold a long time and god forbid you have to take your claim to the next level !!!!

This is becoming the worse experience by far. I have been without heat for almost 4 weeks. The first company left my HVAC in pieces and now no other company wants to touch it. I have been on the phone with First American at least 10 times in the last 3 weeks with no resolution. The CS reps are all nice but do absolutely nothing to help. They recite the same script about escalating to the highest level and nothing happens. They offered me a $50 voucher to purchase a space heater. I have a 4000 square foot two story home. I am so angry! Right now I am on hold waiting for a manager.....I have been on hold for 20 minutes and now being told I have to wait til tomorrow....yet again

I've obtained a home warranty as part of my new home purchase on 12/09/19. I've filed 2 service requests on 12/13/19. Immediately, they demanded payment of $150; $75/claim. As of today (12/29/19), nothing is done. What I've received were headache and frustration. First American Home Warranty (FAHW) and their contractors are working together to deny my service requests. From my experience, I have many reasons to believe they will not honor any of my service requests. They intentionally provided excuses after excuses to cover up their dishonest business practice. Now, I understand why they provided me four $25 off coupons from their cousin company called Porch Handyman as a welcome package.

We bought our house in Feb 2019. With it came this old fridge that supposedly still worked. Within about a month and a half the fridge that came with the house was going out and making this high pitched sound and not cooling as great as it should be. We called First American Home Warranty and they sent someone who worked on it. Paid the $75 service fee. The noise went away, our food was staying cool but within just over 30 days, the noise came back - same problem. Our freezer food was going bad. Because it was over 30 days, we needed to pay another 75$ for another service fee. The same guy came out and he came out two more times after that. These last two times were within the 30 day period of the same claim. On after that fourth time the guy came out I called First American Home Warranty and said that this is ridiculous - the same guy said it's an old fridge, I know you do as much as you can to not pay out, but our food is going bad and can you just give us credit to go towards a new fridge. They said a report needs to be made by the service man to attest to the fridge needing to be replaced. The FAHW phone representative said they will contact the service person and ask for the report. Of course, they never did and they never called back, and we had to throw a bunch of food away and run out to get a new fridge after living out of our coolers for a couple days. I feel that most home warranty companies don't care about customer service but this has definitely been the worst yet. WASTE OF TIME AND MONEY - do not give them your business.

The service was terrible! Do not pay $75 unless they actually inspect or diagnosis the problems. The repair guy came into the house for about 5min and decided he cannot fix the problem with the airflow and left. I will not pay $75 when the guy did not inspect or diagnosis the problem of why there is a lack of airflow going into one of the bedrooms. The work was mentioned in the "Repair Detail" that the symptom is "Lack of Airflow". He looked at the AC unit in the house and said it is working fine. I know that already! The requested repair call was not for him to inspect the AC unit but to inspect why there is "Lack of Airflow" coming into one of the bedrooms. I do not recommend that you wast your money buying protection from this company

DO NOT USE! The company is a joke and First American warranty was no help whatsoever. My pool pump stopped working. I called 1st American, and they had Southwest Pool call me. The tech Jesus came the next day, and said it was the motor. After trying to sell me a high efficiency motor, I said just give me a replacement as covered by the warranty company. He called 2 days later (friday) and said he had a motor. But if I waited til monday afternoon, he could give me a NEW high efficiency motor. On monday, he brought a new looking motor, that was fresh painted. He started the install and saw some of my wires in the conduit needed replacing. He said he would come back in a few days. When he was gone, I inspected the motor. It was an old motor, with dusty, corroded wires inside. I called Jesus, and he said he would bring a new motor. When he returned, he stated he did not have one. I told him to leave. I took photos, and called 1st American. After talking in circles with the operator, then a supervisor- Daniel for 1 1/2 hours, they refused to get me a new company to do the repair, leaving me with the only option to accept the old "reconditioned" motor.

When I tested my basement sump pump by filling the sump with water, it took over 15 minutes to "pump" water out of the sump. By every plumbers standard this is a fault and either the sump or the valve needs to be replaced or inspected. First American charges a service fee of $75 regardless of whether the technician fixes the issue or not. The technician did not inspect the sump, but agreed that over 15 minutes to clear the sump pit of clear water indicated a non-working sump pump. After calling First American claims department, First American explained that the sump, although taking more than 15 minutes to pump water, was still working and that it was not broken. They would not allow a claim and I was still charged $75 for the service fee. You should stay away from First American. The service technical took my word for a broken sump but never tested it, recommended a replacement after describing the issue to First American, but both he and I were denied. Now I am fighting to get the technician to test the sump because that is now the only way they will honor the warranty to prove that it is in fact "broken". This is terrible service, no concern for the home owner or their situation.

It has been a nightmare working with this company. I filed a claim in October to fix my kitchen sink, and it still hasn't been fixed. FAHW sent a plumber who told me my sink needed replaced so he would order the parts and be back in two weeks. After 3 weeks I had not heard back from him, so I called FAHW. FAHW assured me the plumber would call me the next day to set up my appointment to repair the sink. The plumber never called, so after a few days I called FAHW back and again they assured me he would call, but he never did. I have called FAHW countless times all with the same run around. It's now December and it's still not fixed, and the plumber hasn't bothered to call me to set up the appointment. Yesterday I called FAHW and guess what the rep for them said??? "I assure you the plumber from A&D will call you tomorrow. He hasn't called yet, and I won't hold my breath.

I would NEVER recommend First American Home Warranty. It's a scam! On November 12, 2019 I called First American to renew my policy, one I had had for a year. This was a renewal of the policy, not a new policy, and I was told it could be used without a waiting period. I was also told I had 30 days to cancel it. On November 14 I called to have a service technician sent to my home to inspect an issue with the heating system. My policy had coverage for heating issues and ductwork. An appointment was scheduled with my tenants for November 20th, 2019. At this time, I was charged $75 for a service call, which I paid. The technician came to my home on the 20th and spent 15-20 minutes there, writing his report on the spot and submitted it to the First American. 48 hours later the firm called me to say they were denying the claim. They said that while they did cover ductwork, they would not cover this. I called the company back for an explanation and got the run around. On November 21, I cancelled my policy after talking with a customer service representative who not only told me that my claim had been denied (again) but since I was canceling within the 30 day time frame, I would be refunded the full $468 I spent (for a year and upgraded) just a week prior. The service agent at First American gave me the email to write to cancel my policy and I did so immediately. On December 3, I received an email saying I would be refunded only $117.74 of the $468. I called the company and talked to several customer service folks, the last telling me that yes the claim had been denied, I cancelled within the time frame and I had already paid the service call fee. She herself could not understand the discrepancy. After several minutes waiting on hold for her manager to investigate, she came back to tell me that there was a $50 claim fee (fine) and that the service repair contractor had charged First American $290 for his report. He spent 15 minutes at my home and did no work, didn’t even step in to the attic and wrote his report at my tenant’s dining room table. Clearly, there is fraud here. I paid the service fee for an assessment. No work was performed and yet $290 is being deducted from my refund.

The worst company ever!!!!! I had an issue with my dryer overheating. Opened a service request for someone to come out and check. The contractor First American chose came out and promised there's no issue with the dryer and it's safe to use. After a few days the dryer overheats again and almost caught the house on fire, the plastic parts inside the unit all melted leaving the house full of toxic smoke, luckily we were home or who knows what's going to happen. Called First American right away to escalate the issue because of how serious it is, hoping someone can come out and resolve the issue ASAP. The answer I got is it's not a life threatening event, so it's consider a regular case and told us to wait 48 hours before a contractor will contact us. It's ridiculous the fact that the supervisor Jose told us since we are not dead there's nothing he can do not even to escalate the case. If we are not able to unplug the unit he can call 911 for us so we can be responsible for the charge. This insurance is basically useless. Guess First American doesn't really care about their customer, for sure not their life and safety.

First of all, beware that you cannot speak to a person if you have a problem. You will only get canned responses through their website and no resolution. This warranty came with our home purchase. The washer wasn’t draining so we opened a claim. The tech came out right away and FAHW said they would replace the washer. Two weeks later, they decided to fix it instead. Fine but why make us wait so long? The tech came back after the parts were ordered. When he put the machine back together, he forgot a part in the motor and it blew our fuse. I reached out to FAHW and asked them to fix it since it was their technician who caused the problem. The rep told me to open a new claim and she would speak to a manager about waiving the new deductible. The electrician came out and was able to fix the problem. However, in speaking with FAHW, they have decided that we will have to pay the additional deductible, even though it was their technician who caused the problem. The fuse would not have blown if he had put the washer together correctly. FAHW response is that we would have to pay a 3rd party to tell them that it was the technician’s fault, even though he admitted it was his fault. It makes no sense that I should have to pay more money to prove their fault. I am very disappointed in this company and when I renew my home warranty, it will be with a better company.

This company really sucks!!!!!!!! If I could give -10000 review, I would. They denied my coverage on non working microwave bacause of grease got inside the boards per the tech that they sent. They said that this is non normal wear and tear. Its a microwave installed on top of the stove, of course grease will get in into it. I opened the microwave myself and started diagnosing the problem and found that it keeps blowing the fuse. I found (im a graduate as an electrical engineer) that the magnetron is drawing so much current that it blows the fuse. The board is definitely working and functioning. this company wont even send another tech to look at it, just a denial on warranty. They are working with these contractors that are looking for a loophole not to cover the repairs. I am really frustrated that I paid them in time and paid so much money for nothing. This company should never be in business!!! They are out there to get your money. Please, please do not sign up with this company!!!!!!!

I would give them negative stars if I could. First American Home Warranty (FAHW) is the worst warranty company I have had by far! I purchased this home warranty with our new home assuming that if I had an issue, they would handle it. However, that is not the case. Our Air Conditioning stopped cooling in 100 + degree weather. I called FAHW to set up a service request on the AC. They sent out a contractor who only spent 5 minutes and put Freon in it. Within a week, the Freon leaked out and I called FAHW again to reopen the service request. They again sent out the same contractor, who again only spent 5 minutes looking at the AC. He said the coils needed to be replaced because they were overheating. He said it would take 3-5 days to get the part and then he would finish the repair. After 5 days with no contact, I called FAHW to check the status. I was told the part was on order and I would have to wait. Again we have no AC in 100+ degree weather. After 2 weeks of no contact, I called FAHW again to check on the status. Again I was told the part was ordered and I would have to wait. I started calling FAHW on a daily basis. I was told they would escalate our service request and try to get the part from some other source. This did not happen. They gave me a dedicated service rep to contact after that. But every time I called the dedicated service rep, I got his voice mail and left a message. I never received a call back. I called FAHW again and asked for a supervisor. The supervisor did nothing. After 5 1/2 weeks of calling daily and requesting the repair be completed, I had to call my own AC contractor. The new contractor came out the next day and diagnosed the issue. The following day, we had AC (no thanks to FAHW). I called FAHW to let them know I had contacted another company for repair. I gave them the phone number and asked that they call them to authorize the repair. I was told I would have to wait for the original part that was ordered to come in and be repaired. I told them this was unacceptable. We had been without AC for 5 1/2 - 6 weeks. We were told there was nothing that they could do. I asked them if that was good business practice and the rep told me no. However, he was unable to give me authorization to have the work done and I would just have to wait on the original contractor. I chose to have the new AC contractor do the work so I would have AC. I asked FAHW to reimburse me for the repair and they refused. This is bad business. I do not recommend wasting your money buying a home warranty from First American Home Warranty because they don't follow through with service requests or pay for work to be done.

I recently requested service for 2 issues with my house. One issue was with a few outlets that stopped working and another with the A/C not functioning properly. I requested both services at the same time and did not receive any communication from First American for a few days until I had to personally contact them again. Only one of the requests was "addressed" which was when an "electrician" came to my home and within 10 minutes figured that the issue was not covered by the warranty. $75 service fee basically in the garbage! I have had electricians doing FREE in home estimates work harder! And that is exactly what I was forced to resort do, hiring someone else to do the work. The electrician I hired found the REAL cause of the issue and fixed it within 30 minutes, meaning that First American not only took my money but lied to me through the people they sent. To make matters worse, the issue with the A/C was then marked as completed and the service request was closed! I still dont have working A/C and I have about 10 months left with this warranty, I dont know if I will be keeping it that long.

Don't buy it, not worth your money. I've two properties covered, really bad experience in the past few months. I had to make multiple calls for each claim, after requesting service online. For 1 property, the washer problem was never fixed after 2 technician visit, then I was told I had to find my own technician to get a second opinion, otherwise the case would be closed. Ridiculous! The cooktop in the other property was not fixed, because the technician claimed there was silicon seal preventing him to find the part #/serial#. The microwave was first repaired by a technician, but the problem was still there and it could not be used. Then another contractor was sent, luckily they determined it needs to be replaced. Then waited for the new microwave to be ordered and delivered, then the 3rd contractor came to install it, but didn't take the broken one away. Now I had to pay $55 to dispose of the broken one... Not to mention that everytime I called, I was put on hold from 10 -40 minutes. I just requested to cancel one of the contract, and was told no refund of the paid premium. They owe me money back! I wish some lawyer could help me sue them!!!

I cannot believe how bad the customer service is. The AC at my house went out and First American sent a technician from "Platinum Repair" to do the service. The technician was rude and said he fixed the problem. A few weeks later, the AC stopped working again. First American sent "Platinum Repair" to fix the problem again and the technician didn't show. Upon calling them, they claimed they were scheduled for a different date. When they did show, they supposedly fixed the problem again. Then a couple of weeks later, the AC stopped working. I called First American, told them of the problem, and also told them that all of the reviews for "Platinum Repair" state the same bad things- the company does temporary fixes and poor work. I requested a different company, stating the listed problems as well as the fact that I have already had to take 2 days off of work for the prior calls. First American put me on hold for 30 minutes and then tried telling me that I needed to file a new claim (along with another $75 call for service fee) if I wanted a new company to respond. After some persistence, they sent "SEARS". the "SEARS" technician was polite and professional. He identified a different problem with the AC that the first two "Platinum Repair" techs did not mention. However, "SEARS" policy is that they don't work on units who have been previously been worked on by other companies. First American then told me "Platinum Repair" would be back to do the job, despite my request to have a different company as a result of all the problems I had. They told me I need to speak to a supervisor, put me on hold for an hour and then hung up. I will NEVER use First American again.