First American Home Warranty Reviews
8.6
Overall Score
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Hani Kashou Sugar Land, TX
DON'T buy any of their services!!! Very bad service, rude customer service employees and supervisors never answer or get back to calls!!
I purchased home warranty with them and I had a problem with my fridge I had to throw all my food away, when the technician came to check he said the thermostat needs to be changed and we need to get it and come back install it within a week. A week later he comes with the wrong part and I have to wait another week with no fridge at home in Houston Texas where the heat is crazy!! I call the insurance company and tell them this is insane to stay 2 weeks with no food or even water in fridge they said we can offer you $75 to purchase a mini fridge which you can't even buy buy a picnic cooler with this money! The cheapest mini fridge to buy or rent is more than double the price. The employee this is what we can offer it's up to you !!!
Oh thank you I paid $550 for the coverage to get this answer and this service!!
AVOID THEM
5 years ago
Sonja Yuba City, CA
They are terrible. I have had to place more than one claim with them. 2 for my ac the first one went terribly and I was out of an ac for a long time. The first company they assigned me to scheduled an appointment but never showed even with me calling multiple time asking where the technician was and being told he is in his way. For 6 hours past the initial 3 hour time frame they gave me. Then the second never answered nor called to schedule an appointment. They ended up getting me to their rarely used company because they don’t typically do warranty’s. Second time I got the same first company but this time they showed thought the technician was rude. I called with complaints for the service both times and the warranty company didn’t much care. They placate but nothing actually comes of it. This time with my stove they sent someone out and I’m pretty sure they are a shady company that doesn’t know what they are doing. Now I’m waiting for an electrician. I tried to call the company to schedule the appointment 7 times for a total of 1 answer and hang up and on the final call getting sent to voicemail the other 5 totaling almost 30 minutes of listening to it ring and going nowhere. Would definitely not recommend First American as the people they contract are bottom of the barrel and all the companies have terrible reviews and shoddy work
5 years ago
Tran Bui Tampa, FL
I placed a claimed on 10/11/19 because my AC did not work. They sent out 3 technicians from 3 companies but none of them know what the problems are. Then they said they will schedule an electrician. it has been over 11 days and counting, we do not have AC in the house. I have 3 year old and 5 year old sons that could not breath well due to the heat in the house. The wood floor got so moist becuase of no AC. I kept calling them to expedite the problem but they did not care the fact that i have kids. THey said they already assigned the technician and i have to wait. If they can not fix it they should have changed the unit instead of having all of us suffered for weeks. Now it become a health problem to my children. I am so helpless and do not know what to do now. They are so unprofessional and unsympathetic. I will have to look for an attorney to deal with them and seek justice for their mistreating customers.
5 years ago
Mrs lupear Albuquerque, NM
My only claim with them was a horrible experience. At least 13 calls to get my garage door fixed as it was stuck halfway up... never got any response all day except the repair service was on its way. That was even after any service was possible for that day. At that point I was informed I should reset the appointment. The only reason I got it fixed was because I found a company that worked with them and even then it was not much of a saving.
Also beware of the fact that if you don't cancel the service in a particular way they will continue to debit your card . I cancelled by phone and was still debited.
Don't waste your money on them.
5 years ago
Robert Williams Smyrna, GA
After nearly a 1-month battle to get the declination of my claim to repair my water heater overturned. I received an email on September 9, 2019, stating my parts were on order and Delmar Construction was assigned to complete my work. Here I am today October 9, 2019. I have not heard from Delmar Construction nor have I heard from Carlotta R of First American Home Warranty, the person in claims escalations assigned to my case. I have made repeated phone calls, sent several messages on the First American Home Warranty server, called and sent text messages to Delmar Construction and I cannot get anything other than Ms. R voicemail. She does not return my calls and the regular customer service department states they cannot help me because my claim is in her hands. This is the worst display of customer service I have ever experienced. I seriously doubt it takes 30 days for a part to come in but if it does take that long, that does not prevent Carlotta R and Delmar Construction from returning my telephone calls. I thought First American Home Warranty was a reputable company that dispatched reputable contractors to serve their clients; I have been given a costly reality check. Homeowners, when you get a sales call from this company, you should run as fast as you can.
5 years ago
Der Sacramento, CA
If I can give it a negative infinity I would. This company is full of it. They take your money and all they can do is apologize about it and say they can't do anything about it. Well then fire your contractors and hire more reliable ones! Choose a different home warranty that doesn't give you the run around like this one. Do your research especially on this company and you will understand. Stay away from this company they are a waste of money. They will try to avoid having to reimburse you at all cost. That $75 fee is ridiculous when you can get free estimates else where if you do your research. I warned you so stay away or you will regret it like I did.
5 years ago
Reply from First American Home Warranty
Hello Der. We apologize for any inconvenience you may have experienced during the handling of your claim. We are currently reviewing this matter.
Oct. 10th, 2019
Hailstorm-a-bruin Costa Mesa, CA
The positive reviews are obviously fake consistently claiming their service is “prompt” and consistently delivers on a 2-3 day turn around time. I can definitely confirm they are useless. Most recently I had to incur 15 hours of missed work to be home for 3 useless contractor “service windows” only to result in no resolution of my AC leak and a denied claim once they realized the repair would be costly stating my AC policy does not cover “outside piping.” Funny because the AC unit is OUTSIDE so how is the AC to work without a series of pipes running from outside to inside and vice-versa. I should mention I have plumbing and ductwork coverage as well. Awful company. This company has lost my trust for life. Will never trust First American with the care of my goods. Time spent communicating with first American is time wasted. Money spent on their policies is money you will never reap any benefit from. If I can give one word of advice to those “gifted” this policy by the sellers in a home purchase- Do not get emotionally invested in the company resolving your issue. Save yourself the $75 service charge and any lost income (for me at my hourly rate it’s been $500+ lost for just this one claim this far). Cut your losses and put that policy in the trash before you’re ever tempted to submit a claim.
5 years ago
Jamie Nguyen Elk Grove, CA
We purchased our home in 2016 and got this warranty. Had issues with the garbage disposal. They sent someone out to replace it. After a few weeks, it was leaking underneath when we turn the garbage disposal on. We dealt with it. Then our garage door was making so much noise. They sent a technician out and he replaced the springs. In the past month, the noise came back. We called the garage repair guy to check it out. The technician said the springs was used and there is only one spring. It supposed to have two springs. First American Home Warranty guy extra charged us, use a used spring, and put only one in. What a scam! Big company like you should be out of business! We should report them to the business bureau. What kind of company is this? Do not buy their warranty! You’ll never know if they use the new or old parts!
5 years ago
Greg Hilstad Grants Pass, OR
I've been trying to get my refrigerator repaired/replaced for over three months. Every time I call, I speak to a different person that has no idea what is going on. After months of taking off work for 4 hour windows to meet the repair people, FAHW finally decided it wasn't repairable. They didn't bother to tell me they made that decision. However, when I called they said they were just waiting on me to approve the new unit. I looked it up, wrote down the dimensions, measured the spot in my kitchen and notified them that I approved the replacement. After a week of hearing nothing other than having additional parts mailed to my house to repair the old refrigerator, I called FAHW again and was told that the refrigerator they offered would be available for nearly a month and they couldn't wait that long so I would have to approve this other refrigerator. I asked if it was the same size as the first offer and was told it was similar. I approved the new one. It took more than two weeks to get the refrigerator delivered. When it was, it was substantially smaller than the old one. I called FAHW they said it was my problem because I approved it and there was nothing more they could do. After arguing with them for 15 minutes, they said I could refuse it and they would offer me a cash out but I would have to pay a re-stocking fee and the offer would be based on wholesale value of the appliance. At this point, I was at a loss and agreed. They told me to call back in 4 days for the offer. When I called back I was told once an replacement is sent, they will not do a cash out offer. I told the rep to look at the call notes from 4 days ago because I was told they would and to call back today. He told me whoever told me that was wrong, but he would check into it. When he got back on the phone, he said they would honor the cash out offer, but it will take 5 to 7 more days... I'm still without a working refrigerator and am afraid of what they will say in yet another week!!! I wish zero stars was an option!
5 years ago
Frustrated home owner Alpharetta, GA
NIGHTMARE!! Worst experience ever. This company is a complete scam. They will not protect/cover/care about you or your home. 2 weeks without AC in 95 degrees. the contractor they assigned quit his job after visiting my house and the company does not answer phones or emails. They simply don’t care,first American makes false promises and lie while I’m boiling at my house waiting on relief that probably will never come. They finally authorized the work and told me my cost will be $1400 for upgrading the pipes and pad !!!!!! in order to bring it up to code and that’s with their most expensive plan that should cover modifications and codes. I said ok but the contractor doesn’t want to complete the job. Probably not worth it to them... 3 days go by with no solution in sight so Decided to take the cash out option. They offered me $1000 to replace a condenser and coil . What a sad joke!!! I now have to shed another 3k-4K out of pocket to get a new system. Save yourself a great amount of stress and hassle, first American home warranty is a useless scam that nobody needs to deal with. they are simply worthless and will make your situation worse by wasting your time and money! Avoid by all means!!!
5 years ago
Amber Santa Ana, CA
it's a scam, my first time purchasing a home and apparently their service was purchased as well ( paid about $600 for nothing), a month later my water heater's seal was broken, called them they said they will sent someone to take a look, told me the service was not covered under my warranty ( even tho their warranty claims water heaters are covered) , they never told me there was going to be a $75 charge even if they don't perform the service ( mind you a lot of water heater companies comes to your home for a free estimate, so i assume the diagnostic was going to be free) . Avoid is at all cost, they provide no value what a nightmare, I got my water heater fixed for about $50 on my own.
5 years ago
Michael Stacey
WORST COMPANY
The service that I have had has been borderline criminal and should be reported to the Better Business Bureau. Specifically dealing with the service of my Central Air Conditioning unit. Three to four times a year the A/C unit breaks down and stops blowing cold air (usually during the summer season). Every time you send out a contractor to fix the problem, they pretty much put a Band-Aid on the issue and never truly resolve the problem. Just in the past 12 months alone I have had four separate service request. Every time you contract a serviceman to come out, they are from different companies. This leads to them not knowing the problem and we are always told the problem is different from what the last company has said. The current service request is still waiting on parts to come in, which I personally think the ball got dropped on that issue. The serviceman came out to the house on August 14th and completed his assessment of the problem, but I was not contacted by First American Home Warranty until September 11th (almost a month later), and was informed that parts needed to be ordered and that we will have to pay $282.00 for “Non-Covered parts. Now today Sept 23rd the serviceman has contacted me and informed us that the parts have to be re-ordered because there isn’t a vendor in Kentucky that sells the part(s), so they have to be reordered from a local vendor. Our house temperature has been over 80 degrees since the service request was put in thirty-five days ago. Since we have pets in the house and my elderly mother-in-law leaving with us I have had to go to the local Home Depot and purchase window and portable A/C units out of pocket with the cost of over $1400.00
I was Told that the Non-Covered parts was: Replace evaporator coil Non-Covered Charges: 150.00 copper modification 100 drain line modification. How these are Non-Covered since my coverage states the following: PLEASE EXPLAIN
My Coverage States:
Covered
• Refrigeration System - includes heat pump
o Thermostats
o Refrigerant lines
o Liquid and suction line dryers
o Fuses, breakers, disconnect boxes and wiring
o Evaporator coils - including thermostatic expansion valves
o Condensing unit
o Air handling unit
o Refrigerant recharging
5 years ago
Reply from First American Home Warranty
Hello Michael,
We would like to apologize for any inconvenience you may have experienced during the handling of your claim. Our records indicate your condenser and air handler have been installed and working properly. As such, your claim is considered closed.
Thank you.
We would like to apologize for any inconvenience you may have experienced during the handling of your claim. Our records indicate your condenser and air handler have been installed and working properly. As such, your claim is considered closed.
Thank you.
Nov. 7th, 2019
Shalisa Sicklerville, NJ
Horrible company!!! I was with this company for 1.5 years and never filed a claim until this year. The process was so frustrating and disappointing. I've never experience such a nightmare with one company and never felt under valued. I cancelled my policy with this company due to their terrible services and mishandling of my claims. I was even told by one representative when I called to express my concerns that they don't work around me and don't have to honor my requests. I spoke to several different representatives and each one provided a different story. I offered to give them proof that was sent from their company of what I was saying and was told they did not care what so called proof I had, they were going by what was in their system. I was even denied the opportunity to speak with a supervisor. That's when I decided to cancel my policy. I asked for a refund of my unused premium, since I paid it upfront for the year. After calling for over two weeks about the cancellation, and getting the runaround, I finally received an email for not even half of the premium. Which I had the policy for less than 6 months. When I called to inquire about the refund. I was told they charged me for what they paid on the claim I filed. I questioned how could they do that when I paid the service fee upfront. The response I received was, "that's our policy." I still have not received a copy of the breakdown of fees that was taken. Very disappointed with this company. Not worth anyone's business.
5 years ago
Sharon Vista, CA
If I could give no stars I would. I only used the policy once and I paid $75 for nothing. The plumber came out and said he would not fix anything and made some excuse. I paid for this policy$498 in full. I then sold home and was to get prorated refund for 5 months unused service($250). I got$77! When I called asking why, they said you have to pay a $50 cancellation fee and the $75 to plumber for claim ((which I did pay even though he did nothing!) And on top of this a $100 fee because company payed plumber. What?! What was my $75 for? I asked her and she could not answer. I asked for a supervisor and they never called me back. Please don’t buy this. Walk away! I got taken.
5 years ago
Mike Laguna Niguel, CA
This is an update on my previous review. I really wish I could give a negative rating. So first American Home Warranty denied a legitimate claim. And now I get a bill for $75 related to the claim they denied. I called to ask about it and Julio informed me it costs me $75 to file a claim whether they do anything with it or not. So basically I shoot the dice every time I make a claim. Since they seem to be in the business of denying legitimate claims, why would I want to file another claim that costs me $75 and get nothing but frustration in return. And Julio made it VERY clear that if I don’t pay their extortion fee the will sick a collection agency on me. What a scam!!!! How is this even legal? They have done their job. They have collected the price for the useless home warranty from the seller, they are collecting another $75 from me for doing nothing, and they have successfully dissuaded me from ever filling another claim. I don’t know if this is typical in the home warranty industry, but in my opinion first American Home Warranty are nothing but crooks. I will have no contact with them what so ever after I send in my $75 claim disuation fee.
5 years ago
Laura Olive Branch, MS
TERRIBLE customer service. No return calls.
We have been a customer for 10 years. NEVER had we had issues like we have encountered this month.
We have been trying to have a dishwasher repaired for one full month. We have had 4 service calls, the pump replaced twice, and are now waiting for a timer replacement.
The contracted company is unable to repair the problem, but are willing to replace every possible part before deeming it needing to be replaced.
One customer service agent agreed that the cost ratio of the repairs was exceeding the cost of replacement. However, leadership did not agree. We were told to expect a phone call from a manager within 24 hours to discuss it, but never received a call.
When filing and following up on a claim, there is no direct contact provided. Instead, you deal with different customer service agents each time. Each of them have different opinions on how to proceed with problems with service. There is absolutely to continuity of service.
We have canceled our service. It will be less expensive and much less trouble to save the money that we spend on an annual contract toward unexpected home repairs .
5 years ago
KLW Lynnwood, WA
I bought a home warranty in Oct 2018. They quoted me the full years premium which I paid up front. I submitted a claim after the 2018 Thanksgiving holiday.
I sold the property in April 2019.
Requested the cancellation 2 times, after property sold. It is now 9/5/19, and they will NOT refund the premiums for the period of time that they did not insure the property bcuz the claim I filed exceeded the premium. As far as I’m concerned, that’s what insurance is for! Them not refunding the premium for the period they aren’t covering the propert is fraud!
I paid the annual premium in advance, in good faith, but their ‘good faith’ is not the same as those they take their money from.
So, be warned, if your claim exceeds your premium and you cancel in advance of contract expiration for which you’ve fully paid they will likely deny any refund is due!
5 years ago
Jeremiah Petal, MS
I had a warranty through First American since 2014, used it once in June 2019 and had such terrible experience I canceled my service.
The main issues I experienced were:
1. Terrible communication and delayed communication
My AC unit compressor failed the second week of June 2019. A week later the 1st contractor installed a replacement compressor. On July 4, 2019 the compressor failed again. I called First American to let them know and they weren’t even aware that the repair had been made in the first place. I explained the repair had already been made and that it had gone back out - they said that’s not a problem and that they would get back with the contractor and have them come back out. Three says later I call the contractor to see when they plan to come back out and - they had not gotten anything from from First American about a return visit.
When the contractor did come back out - they informed First American of assessed issue and determined no fault of theirs - that a power surge killed the compressor and that it will not be covered. It wasn’t until I called two days after the visit to get a status that they informed me - and that I could dispute the decision - by this time the air had been out a week.
They opted to send a second contractor - contractor #2 recognized faulty work of contractor #1 and put in to replace the outside condenser. First American never once called to schedule an installation time - or if the work was even approved.
2. They knowingly send shady contractors
As I mentioned above - I had eventually had to have a second contractor due to me disputing the decision from the first contractor. Contractor #1 opted to replace the compressor in my original unit . According to Fist American they only use brand new parts - well contractor #1 didn’t use the equipment that was ordered from First American for my repair, but rather a used one from another unit (I’ll talk about this later). First American also allowed contractor #1 to charge me $900 uncovered cost to replace the compressor - a used compressor at that - that didn’t last two weeks.
3. They are totally fine with you getting screwed over and fraudulent activity from the contractor
Like I mentioned earlier I got ripped off from contractor #1. They did not use the part ordered for my unit, originally - but rather a used one - and I know this because I took a picture of what they installed and compared it to what First American said they ordered (they post brand and model number) and they didn’t not match. I notified First American of this and asked for help in getting this resolved - still got told it was not fault of contractor and had to go through the dispute process - and got no where. They would not offer help in getting any reimbursement - said it was out of their hands and they were not responsible for it - even though the contractors technically are hired by First American for warranty work!
Yes my AC finally got fixed - correctly by contractor #2, who knew of contractor #1 and has had to go behind them on many warranty claims through First American. Get this - out of pocket cost to replace the entire out side condenser - $175. As compared to $900 to replace just the compressor!!
When First American finally called to offer a resolution - not a reimbursement - they offered that if could find the part cheaper they would cover all labor. This came AFTER contractor #2 had already completed the job and after I called and personally let First American know the new AC unit was installed. Funny thing is - they were talking about the failed compressor from the original ticket - they were 4 weeks behind - absolutely unreal!!
5 years ago
Heorhi Fedchanka Walnut Creek, CA
George. I would never recommend that company. My story with a fridge started 6 months ago, and we still don't have any positive result. The first time our fridge was broken 6 months ago, and the tech fixed it. Then in 2 weeks fridge was broken again and the tech said that they don't have that part and I have to wait on it. The GE manufacturer stopped making that part. It's taken for First American Home Warranty about 1-1.5 month to find that part. They found that part on eBay, that means that there is no warranty, and there is no confirmation that that part is original (I didn't know that previously). I can't imagine that company like First American Home Warranty ordering parts on eBay, it's unprofessional. Tech came in 2 months and replace that part. Fridge worked around 2 months after that stopped working again. We called back to and open another claim. The first time tech was scheduled but didn't come. The second time the tech came and said that he can't repair the fridge. Then First American Company sent tech from official General Electric company. That tech was very professional, and he confirmed that the fridge can't be repaired because the parts are not manufactured anymore. He called to First American and provided that information. I spoke with the representative from First American and he confirmed that they are going to send me a new fridge. I'm OK with that, but today I've got confirmation that they scheduled another contractor to fix my fridge. How come? How long it takes? I can't trust to that company, all the time they are providing different information. I see that they don't wont to replace my fridge. I'm going to find the attorney or go to the small court. I don't have a choice.
5 years ago
Brenda Waldrop Lakeland, FL
I really would give it 0 stars but that is not an option. I have been a loyal customer for 13+ years. At one time I had 5 warranties with this company. I raved about the service and encouraged others to buy their product. As with a lot of services in our world, times have changed and this company now gladly takes your money and then proceeds to argue with you about fixing the problem or how long they have to get it done. There used to be one person that you dealt with and not it is whoever picks up the phone. It is almost impossible to ever get a supervisor on the line and usually pointless when you do. The death of a great service provider greatly saddens me. I will not be renewing my coverage next year and encourage others to do the same.
5 years ago
Christina V. San Bernardino, CA
BUYERS BEWARE!! This warranty company is a joke!! Be sure to take notice of how the negative reviews far outnumber the positive ones!! They really should allow you to go with a zero star rating. This is absolutely the most unprofessional company I have ever dealt with. Their customer service reps can hardly string an intelligent sentence together and become argumentative if you stand your ground on an issue. During a phone call, I asked to speak to a supervisor. . .the rep that I was speaking to literally said "enjoy being on hold for 10 minutes" before clicking off of the line. I ended up being on hold for over 20 minutes and the supervisor that I spoke to told me that literally my only recourse to the problem I was having was to hire an outside A/C repair person and pay for it out of my pocket before they will incur the expense of sending out one of their contracted companies to do a second opinion on my A/C unit. At this point, I have spoken to numerous customer service reps and supervisors. They will not listen to my complaint against the company that they sent to my home. . .they will not arrange for a second opinion and they will not refund my $75.00 service fee. BEWARE OF THIS COMPANY!! I feel like the good reviews are simply clients that got lucky. The negative reviews completely outnumber the negative reviews.
5 years ago
Rachel Austin, TX
Update: still no AC and cant get ahold of anyone at First American to provide an update. We are at 97 degrees inside our home and its been a week and a half. The customer rep we were given is going straight to voicemail, the claims specialist is OOO and the people on the main line say they cant help
I made a call about my AC and got technicians out the next day, but the technicians were completely neglectful (at my home for 10 mins total, only looked at the external unit and left before confirming that anything was fixed). I reopened the service request 2 hours after I left via the website then called the next monday. At this point my broken AC had begun leaking through the ceiling, which they will of course not cover. Its 105 degrees out so not running the AC is not an option.
I was told that for urgent requests, I need to call even though they present the website as the preferred means to operate. Beyond that the technicians said they cannot come out for another 48 hours, but could charge me $150 for a temporary AC (because I of course should have to pay for a solution since they contracted a terrible company with 1 star reviews all over the place online). They refused to look for another contractor, were quite rude, left me on hold for extended period of times and were overall horrible in their customer service. Next year I will be going with a different company for my warranty, as expecting me to go a week without AC in August in TX is ridiculous
5 years ago
DMA
I would give zero stars if I could. First of all, they have poor and rude customer service. They literally hung up on me twice or sent me on a phone goose chase before. Once I called in advance to see if a repair was covered, the agent confirmed it was only to be surprised that it was not when the technician showed up. To make matters worse, I had to pay the service fee for no work, because the technician showed up. Even though this was their mistake, they were unwilling to waive the fee. Finally, cancelling your contract is a nightmare. You have to do it in writing and it would take up to 30 days. It is as if they want to make it the hardest task to do. Good luck talking on the phone with the cancellations department, which does not have a phone number. AVOID this company for your own good. Not worth you time or money. They are not honest!
5 years ago
Connie Newport News, VA
I’ve had nothing but problems with FAHW. They haven’t paid for air conditioner components. The first HVAC guy didn’t fix the problem. But I had to pay another HVAC guy to come out and rediagnose the problem. $500 later FAHW won’t cover the expenses. Now on to the refrigerator. July 8th I put in a claim and now August 22 the problem isn’t fixed yet. FAHW won’t get me another contractor to fix the problem. I have been on the phone multiple, multiple times to have this situation remedied. FAHW won’t return calls like they say they will. I am nothing but angry and disappointed with their service.
5 years ago
Eric Lakeside, CA
Total waste of my home-seller's money. I've paid for two service calls, $150 total, for AC service and plumbing service on a manufactured home. First American has no clue there are differences in AC and plumbing systems between manufactured and constructed homes. Both service calls (actually there were two for AC and one plumber) got nothing done due to differences in construction, setup, and design. I will NEVER schedule a service call through them again. I'd rather do my own research and hire a professional that actually understands my problem and is able to help me, even at a higher cost!
5 years ago
ALS Broomall, PA
I called in to have a water leak on our washing machine fixed It was leaking on the left side there was very small amount of water on the floor after each load of wash done. First American sent out a repair tech the determined it was a gasket and a tube which connects to door boot was the problem they had to order the two part. A week they came out to install the two parts. Taking the whole top of the washer apart to install these two parts. After were installed the tech run the washer to see if this indeed fix the leak. No the leak was now coming from the right of the washer 10 times worse then before. No the tech determined the new leak was from the soap dispenser which he had already taken out and reinstalled along with other parts. He took out the soap dispenser and took it all apart and said he will reseal it with some kind of sealer and he will put the soap dispenser back into the washer and not to use it until that evening or next day. We elected to give it a try the next day.
The leak now is like 20 times worse ..... we had to use 4 big towels to clean up the water on the floor after one load. We called First American and they called the tech the tech said the soap dispenser will need replaced but First American does cover this part. After going back a forth for weeks now going six weeks without our washer First American they will cover the price of the soap dispenser as they said they would do so to get our fixed. Then all of sudden that is no where in the claims notes and they said the repair tech broke the soap dispenser they would have to pay for it. Now there was never a leak coming from the soap dispenser before the first attempted to determine the leak problem not until the repair took out the soap dispenser and then reinstalled it did it leak. I have to agree with First American but not the repair tech company say the repair tech did not brake the part and they aren't paying for it. We either have to pay soap dispenser or continue to going back and forth on who's paying for this part. Now 6 weeks later we will pay for the part which isn't FAIR or do without a washer.
Some FUN isn't ....... I will close our warranty account after this repair is all finished and never deal with First American again or this badly run repair company they use.
5 years ago
R J P Wimberley, TX
I don’t usually write reviews good or bad, but my experience with First American Home Warranty has been one of the worst experiences I’ve ever had. It started on July 29th, 2019, our AC system froze up. Mind you we live in Texas where the average day time high in August is over 100 degrees. I requested service from the warranty company that day, pay my $75-dollar deductible, and was told the first available day they could get someone to my house was August 6th. I call them back and basically beg for something sooner and they found another contractor that showed up on August 2nd. That contractor found that the air handler needed to be replaced. That took a couple days for the warranty company to approve, then the replacement unit was ordered. Install date was scheduled for August 15th.
The morning the contractor shows up, they call me, and I must pay $1050 dollars in uncovered expenses for them to install the air handler. I argue, but what’s the use, I need the air and the contractor is knocking on the door. The contractor installed air handler, and, in the process, they leave two water stains on my ceiling about the size of a large laptop (this is an attic installed air handler) and two holes in the ceiling sheet rock. Guess I’ll have to pay another contractor to fix ceiling issues. At the time, I was just happy to have air conditioning in my house and so the contractor leaves without offering any assistance for the water stained and damaged ceiling sheet rock. But wait, an hour after they left, no cold air and it is 105 degrees outside, the AC has stopped working again. I call the warranty company and no one can come check it until August 20th after 1pm. Ok, another weekend of no AC in the house.
At 8pm the day before they are scheduled to come fix the unit again, they call me to move the appointment up from 1pm to 9am and I say sure, even better. But on the 20th no one shows up and after lunch they call and say sorry, we’ll be there tomorrow morning. Brings us to today, August 21st, 2019. 22 days without Air in the stifling Texas heat. Contractor shows up, turns system on and of course, the system runs perfectly. Contractor hangs around 10 minutes then leaves, then 1 hour later, no AC. At this point, my wife breaks down in tears, this is just too much to handle. I call to see if contractor could come back but was told the next scheduled visit is days away. I’ve had it. There is Zero sense of urgency in the Warranty company and the contractor is just incompetent. I now have called a local AC company who showed up in less than an hour and they are replacing the defective parts as we speak. So, 22 days of run around trying to use a home warranty. Never again, total scam.
As a side note, I’d also like to mention that during this time I had a plumbing issue. I called the warranty company to request service and two days later they call me and tell me they cannot find a plumber to assist. They offered for me to use someone locally and they would approve $125 dollars in repairs, mind you I already paid the $75-dollar deductible. I questioned that and was explained that they would reimburse me up to $50 dollars, that is $125 total in repairs, minus the $75 I already paid, total BS. I took a day off from work and repaired the plumbing issue myself.
Lesson learned, next time I will decline the sellers offer to buy a home warranty and take that cash instead at closing. Maybe other home warranty companies are different, but this whole experience tells me to run, run as fast as you can.
5 years ago
Linda Robertson Atwater, CA
I bought the Cadillac policy, discussed with agent when buying that I would get like for like. My Casablanca fan in my bedroom with life ended up dying with the technician working on it! Then the only would offer me a contractors grade white ceiling fan, totally would clash with my decor. On the buyout the gave me only $74.11, then they deducted the$75 service fee that my salesman was going to at least cover because he was miss informed and then miss informed me as well. First class upgrades are really not and option with company, despite the promise. My final check for my ceiling fan was $4.11, for a top of the line Casablanca fan, really.....
5 years ago
Ashlie Pearl, MS
i would not recommend this company on my worst enemy!!! not once but twice first american has left me hanging without a dishwasher for 3 months and now a washer for 2 1/2 months. the contractor that they have sent will not answer the phone nor are able to leave a message.. and first american does not care.... i have spent numerous hours on the phone with them and have gotten no where. one customer service will tell you something then you speak to another and they will tell you something different,, if i could speak to the ceo or a high up person i would tell them how i feel about there company and the way they handle things. i have even spoken to managers that dont care that they get my money each month and when i need service i cant get it, then why am i paying???? go with another home warranty company!!!!!
5 years ago
Jaymz5150 Hutto, TX
I have had FAHW for 2 years and have since cancelled. This company can only be some sort of criminal front. That is the only logical reason I can think of for this company to exist. Rude, dishonest, underhanded, conniving, two-faced rats...that's about the nicest thing I can say about these people. It's over 100 degrees in Texas right now and I have been without an A/C for almost 6 weeks. They subcontract all of the work to "no name" companies with employees that don't seem know what the heck they're doing. They have been to my home no less than 8 times and the outcome is never any different. Twice the HVAC guy showed up with his girlfriend. After they completely ruined my A/C and after the most infuriating of exchanges with FAHW's pathetic customer service, I was told that I could take an absurdly low payoff or I could pay $500 to cover the damages done by the HVAC company and then FAHW would authorize the repair for the rest. You can imagine how angry this made me. Here we are though, still over 100 degrees and no closer to having my A/C repaired. These guys are criminals. If you want to throw your money away, you're better off burning it in the fireplace. It will save you more time and frustration. And you will still be in the exact same place you would be in if you had purchased this scam they call a home warranty. Good luck to you all, I'm sure there are good home warranty companies out there, but this is certainly not one of them.
5 years ago
Reply from First American Home Warranty
Hi Jaymz5150, we are terribly sorry to hear about this and would like to assist you. Can you please provide us with your claim number so that we can look into this? Thank you.
Aug. 20th, 2019
Laura Dankenbrink Pasadena, CA
This company is horrible. They booked an appointment with a AC company that got horrible reviews. I called and emailed to see if I can get a new company. NOPE! bc it is computer generated. Hey First American Home..... you should at least give me a few options. I have gone out to find an AC company myself. Even if this company is under the warranty for First American Home, they will not cover it.
The customer service person was just doing their job, however I felt as if they worked in a box. Not able to help, just sorry the computer generated this company for you.
Please note.. Any negative comments on this review the company has not responded too. However if i wrote a positive note, they will.
5 years ago
Bill K Roseburg, OR
I would give them a zero, but one star is as low as I can go. We purchased a home and asked the seller to pay for a warranty. The seller said they would pay $350 towards the warranty and we could pay the rest. All agreed and everything okay. Signed papers in escrow and added AC coverage. We (buyers) paid the additional $160 for the coverage of the policy.
Moved into the house and after 5 days of running the AC, it quit. Called FAHW and they said not covered because the home doesn't close until August 14th (claim was on the 11th and closing was on the 6th). Real estate agent called the local FAHW agent and was told that closing date would be fixed and we would indeed have coverage, even set up claim with contractor.
Now received email from FAHW that said they were returning our money for the AC coverage and that it would not be covered (company had already cashed our check).
After 3 calls to FAHW's customer service, I can honestly say that they are "long on promise, short on delivery" with a touch or rudeness in the mix.
Bottomline . . . they want your money. Would not recommend to use or purchase their warranties.
5 years ago
Frances E Riffe Oakley, CA
Have been waiting for a responsive from agent ADRIANA A for information about the claim that she supposedly submitted for a plumbing leak. I had an emergency water leak flooding my carport and she could not get any of their contractors to come so she said to call another plumber ands he would reimburse me for the amount that cost was over $600.00. She asked me to e-Mail her the invoice , responded she received it and was going to try to get me as much money she could and since then she does not answer any of my E-Mails or my calls and this is going on for 3-4 weeks. To find out today, after many E-Mails saying to me it takes 2 to 3 weeks to receive my money and their is no such claim on file and no money noted for reimbursement. I am a former Real Estate Agent and this is totally irresponsible not to mentioned crooked, Other complaints on these reviews had the same problem. Next, I am filing a complaint to the Better Business Bureau. They have been notified that if this issue was not resolved by today and I receive my money like she promised I will do this, but apparently they do not care because they have been getting away with it with so many other customers. We should all take them to Small Claims Court and report them because they do not stand behind their promises or their contract and look for loop holes so they can tell you they won't pay. I don't remember anyone telling me that and my direct contact was Adriana A
.
Frances Riffe, Real Estate Specialist, Retired
5 years ago
Reply from First American Home Warranty
We appreciate your feedback and look forward to being able to address your concerns directly with you.
Aug. 17th, 2019
Tedla Sugar Land, TX
My Contract Number is #10485857403. First American Home Warranty is a joke. I have AC unit problem they said they have ordered the part and I waited for more than a month in this Summer weather. When I haven't received anything we tried to contact them and they told me they will cover $265 and I have to pay $1500. Is this how Insurance works. Every time something come up they always give excuses not to pay anything. I decided not to have any insurance than getting disappointed with insurance like this.
The person assigned and the customer service people are so unprofessional and undisciplined.
5 years ago
Reply from First American Home Warranty
Hello Tedla,
Our records indicate you accepted a cash payment in lieu of the replacement to the evaporator coil. Please be advised, the cash payment was mailed out on August 13, 2019 and your claim is considered closed.
Thank you.
Our records indicate you accepted a cash payment in lieu of the replacement to the evaporator coil. Please be advised, the cash payment was mailed out on August 13, 2019 and your claim is considered closed.
Thank you.
Aug. 20th, 2019
First American losers Apopka, FL
We had air conditioning issues that were unresolved for over four weeks. They sent out a HVAC company that had a F rating by the Better Business Bureau. The contractor came out and did not even attempt to evaluate the actual issues. He looked at the unit without even hooking up gauges or trying to run the unit, then he listed all these issues that were not covered under their premium package. He then said copper lines needed to be manipulated which was not true, and American home warranty would not cover the but if you lease and of the refrigerant lines inside the condensing unit. It took over four months to try and get these issues resolved, I ended up calling the contractor myself to get someone else out there that knew what they were doing, and he found a whole in the condenser unit coil. That he totally demolished all of the fins on the condenser unit where he had to solder the whole up. Now three months later were having issues again with the same air-conditioner and they have set out another company that says that someone has personally damaged the unit and first American home warranty will not cover any work to the AC unit now that he needs replaced. Why would First American home warranty do business with the contractor that has a F rating by the Better Business Bureau.
5 years ago
Behrouz Jafari Yorba Linda, CA
If I could, I would have given them zero star! This company is one of the worst in the business. They sub-contract to a bunch of shady and incompetent companies and leave us with no choice. I have been with this company for more than 3 years and every single time was a struggle to communicate with each sub-contractor. I recently had an A/C break down and as a result of their sub-contractor's incompetence, had a significant ceiling damge with water leak. They left me without A/C for almost 1.5 month. Finally, their sub-contractor made a wrong diagnosis with a very long delay. I had to call other companies to change my A/C on my own. When I called the First American they did not care at all and did not reimburse for any portion of the replacement. So, I decided to cancel my contract with them. If you can stay away from them, definitely do!
5 years ago
Michael L Payson, UT
FAHW provides poor contractor selection and poor claims service in my experience. I paid an additional premium for HVAC coverage and still more for "First Class Service." The inevitable air conditioning issue arose in the middle of a heat wave and after waiting two days for a callback on my claim, they couldn't schedule an HVAC contractor in less than 10 days, so I insisted on using an independent local contractor who agreed to come out the same day I called. A simple addition of refrigerant and a charge of $119.00 was all that was needed. As instructed, I emailed FAHW the receipt, and first, the claims rep said she couldn't open it and then that she couldn't read it, and finally that maybe she could see it, but it didn't contain information that was clearly there. I included the contact information for the contractor with my email and suggested they call them and explain what it is they found lacking. The rep implied that was somehow dishonest of me. After consulting several "supervisors" they finally agreed to reimburse me $44.00 after subtracting their $75.00 service deductible. They wasted my time and insulted my character over such a minor repair! I won't be wasting any premium money waiting around to see how they treat me when I have a major break down.
5 years ago
No Marysville, WA
I had this warranty through this company for 2 years. The first thing to note is you cannot do ANYTHING without calling these idiots. Not a single thing can be done online. You want to cancel? Good luck with that! They charged me for the same service call 3 times! Not a single human being ever came out to my house! I've requested a refund several times. I've also requested to cancel several times. I explain my issue to a customer service rep that is not listening to what I say. I am placed on indefinite hold then click disconnected! I doubt I will ever get my money back and the only thing I can do is stop payment with the bank to keep them from taking money out of my account. DO NOT SIGN UP WITH THESE PEOPLE!
5 years ago
Julie Callaway Humble, TX
We are completely dissatisfied with First American Home Warranty. They are denying our claim for our pool heater despite having a home inspection that stated our heater was working properly.
They maintain that there is a missing part and won’t cover it because of that. They have taken over a month to deny this claim despite opening it back up after I disputed it. They never returned phone calls and the customer service is terrible. I also made a claim for a garbage disposal that they would not service for a week out even though there was standing water in my kitchen sink. They have been worthless.
I advise everyone to save your time and money and not to use them. They will not service in a timely manner and find anyway to deny a claim.
5 years ago
Karen Bonnell Tallahassee, FL
My husband and I are completely dissatisfied with First American Home Warranty. They have been completely unresponsive to our emergency with A/C failing in extremely hot weather, unable to find a repair tech. Finally, they emailed me that they were unable to dispatch anyone (48 hours after my initial phone call) and I should find someone myself and they would pay, up to $200. I did so, got the repair accomplished for $200.85 within one day. This is the amount they agreed to pay. But, they have so far denied payment, though on Best Company, they said it was paid and I would receive a check within 7-10 days. That was 19 days ago and no one will return my calls. In short, they lied by publicly writing on this site that they paid the claim while ignoring my calls. I will continue to pursue payment, as they agreed, using all methods available and I will write brutally honest reviews of their lack of integrity, poor customer service and ineffective warranty promises. Needless to say, I won't do business with them again!
5 years ago
Reply from First American Home Warranty
Hello Karen,
We would like to apologize for any inconvenience you may have experienced during the handling of your claim. Please be advised, First American reimbursed you $200.85 for your air conditioning repairs. You will receive your check in seven to ten days.
Thank you.
We would like to apologize for any inconvenience you may have experienced during the handling of your claim. Please be advised, First American reimbursed you $200.85 for your air conditioning repairs. You will receive your check in seven to ten days.
Thank you.
Jul. 18th, 2019
Ram Cary, NC
Have been customer of first american home warranty for a few years now. I had a problem with my Cooktop oven range. and they assigned the case to a provider 75 miles away. That is problem #1. Getting them to schedule and come over for repair itself is a 1 week task as they dont want to drive until they have enough calls. Then it is about fixing the problem. They ordered a part, got it and scheduled an apptmt. And never showed up. No calls nothing. That was 4 week ago.
This issue is now two months old and i am still calling first american every few days and nothing gets resolved. Absolutely no progress. Their customer service says the same thing "Let me talk to the contractor" and nothing moves.
2 Months, and a problem is still not fixed. This has destroyed my confidence in warranty companies. Just take care of the repair rather than paying $500-$600 every yea.
5 years ago
RABnTN Franklin, TN
Issue w/ hot water heater pressure valve leaking so I replaced that myself. Still leaked, esp with heavier use of hot water.
Filed the FAHW claim and it turns out to be the main line pressure regulator and is covered...until FAHW decides its not.
Plumber would have to significantly cut into drywall to get to it but having had a water conditioning system installed, putting a regulator at this point of the main line was a much easier & less costly option.
However, FAHW deems this to be a “modification” so sorry, it’s not covered.
A much easier job is possible by relocating the regulator to a spot not requiring any damage to house and would save FAHW the additional cost of sending out a drywall repair person....but they can save even more by just denying the entire claim. End result, I’m out $115 to replace the regulator in the better location plus the $75 fee that I (stupidly) prepaid when filing the claim.
Lemme be clear here - my gripe is not with the plumber’s company, it’s with FAHW.
Regardless of what common sense says, if there is any opening for FAHW to deny the claim, they will.
Over the past 20 years at 2 different homes, central AC went out in July & August, respectfully. Both times took over 2 months to finalize the repairs which were finally completed with less expensive, substandard equipment versus what was replaced.
I should have known better to re-up, my only excuse is my current home’s seller provided first year coverage and I (stupidly) renewed it.
I failed to recall the frustration these folks generate but won’t make this mistake again.
After cancelling current coverage, I’ll set aside the money saved & just pay repairs as needed.
Even if I’m out additional $$ by not being covered, it’s worth it to avoid the grief these people cause.
5 years ago
Customer Denver, CO
If I could give zero or negative stars I would - this company is terrible!
It's worth googling "lawsuits first american home warranty" and looking at their Better Business Bureau profile - 2,961 complaints and counting.
FAHW referred me to a plumbing contractor that did a no call, no show followed by a failure to return messages. I asked repeatedly to have a different contractor assigned which FAHW very rudely and dismissively refused. I researched the plumbing contractor and found that: (1) the company registration with the State of Colorado was withdrawn in 2016 which means they are operating illegally and likely don't have insurance, (2) the contractor has an 'F' rating with the Better Business Bureau, (3) the contractor averages 1.5 stars on Yelp.
I can see on the online reviews that multiple people with FAHW complained about the contractor, yet FAHW continues to try to send an unregistered F-rated contractor into their customers homes. Disgusting.
5 years ago
Blanca Estela Ruvalcaba San Diego, CA
This company should not be allowed to conduct business. They are liars and can’t provide the service that they are paid for. We had our refrigerator go out unexpectedly and we were told our case would be escalated to emergency and that they would come out the next day. The next day came and went and they claim they could not find anyone in all of San Diego to come and fix it. This is after they supposedly sent someone who would come to fix it- some random rude contractor who said he knew Nothing of our case and yelled at us to call him on Monday to see when he could come in. We called multiple people and each one had a different story and could not tell us when. Someone would come to fix our fridge.run away from these people, they just want to steal your money and hire the crappiest, rude, and incompetent co
5 years ago
Theresa Palmer Hemet, CA
This is the worst experience I ever had been with them for 3 years it took 2 months for them to send a contractor out to look at my pump I had drain my entire pool and buy a temporary pump until they could get a contractor to come out the one they sent lied and said they came out never did they finally did and denied my claim after all that time because of faulty wiring which they said caused my pump to go down. Now had they come when I orginally called it was just the pump the wiring was done prior to me purchasing the home but to my understanding it was all covered.But oh no it's not what part of wear and tear it this not. If you have a pool don't go with company they only have 2 contractors and one is unreliable and the other is for them they deny the claim so you have to pay them to fix your issues. I wish I could give 0 stars cause that's what they deserve. Oh and don't ask for a supervisor or manager they must not exist. 3 yrs I'm done thanks for nothing.
5 years ago
Reply from First American Home Warranty
Hello Theresa,
Our records indicate you placed a claim for your pool pump not working properly. First American dispatched an independent contractor, Golden West Pool and Spa Repair who reported that the pump drive shorted out due to a power surge which was caused by a bypassed inline fuse that was wrapped in tin foil. Please be advised, First Americans liability is limited to repair or replacement of an item due to normal wear and tear. The consumer may refer to their home warranty contract under Limits of Liability, Number Three. As such, First American considers this claim closed.
Thank you.
Our records indicate you placed a claim for your pool pump not working properly. First American dispatched an independent contractor, Golden West Pool and Spa Repair who reported that the pump drive shorted out due to a power surge which was caused by a bypassed inline fuse that was wrapped in tin foil. Please be advised, First Americans liability is limited to repair or replacement of an item due to normal wear and tear. The consumer may refer to their home warranty contract under Limits of Liability, Number Three. As such, First American considers this claim closed.
Thank you.
Aug. 13th, 2019
Hillary Fowler Atlanta, GA
This company has been a nightmare. They send out technicians that are incompetent, and after several times of them NOT fixing the issue, they will STILL send out the same company. I have had a tech come out 4 TIMES to fix my dishwasher. When it seemingly DIED the day after the last tech came out, I got them to send another company, only to have this technician state that it was not due to normal wear-and-tear, and therefore they denied my claim! He claimed it was due to using detergent pods and he found a small piece of glass (I never have broken a glass) and that was IT!
I have had technicians order parts for my refrigerator, with no follow-up....only to learn a week later that they ordered the wrong part when I called back.
I was told that "noise" is not covered under my contract when I tried to explain the issue with my refrigerator. This company does not try to help its customers.
5 years ago
Reply from First American Home Warranty
We appreciate your feedback and look forward to being able to address your concerns directly with you.
Aug. 19th, 2019
Phally Chea
My toilet was not flushing. I called first American home warranty. They sent Fit It All Plumbing. According to my tenant, Joan, fix it All Plumbing's technician has never been resourceful. At every visit, he always attempted to avoid doing any fixing work. At the second visit, Joan finally was able to get him to snake the toilet, which temperarily fix the problem. During the snaking process, it left a brown unremovable stain to our toilet bowl. Upon request, Fix it all plumbing had stopped by the third time. Instead of fixing the damage, their technician yelled at my tenant and denied the responsibility. My tenant has gotten very upset at their unprofessional behavior. She requested not to use Fix It All Plumbing again.
I then contacted First American to get some remedies. I was asked to email photos proof and I did. But their customer rep keep on "not received anything" from me. That went on for months until my contract expired. So I told their rep, I will not renew my contract unless they can fix my toilet. I guess that is not enough motivation for them.
Now that my contract had expired, they said "due to the department of insurance compliance laws the policy has to be active in order for us to take any action just like Car or homeowners insurance."
First American, do you know what? I'm a real estate agent. How do I feel comfortable referring your service to my clients if I have a horrible experience myself? I will NEVER EVER again buy First American Home Warranty for my clients. I'm going to make sure my whole brokerage will not use First American. It only costs a few hundred dollars to have that toilet replaced. That tells us how much they value us as a customer....
5 years ago
Reply from First American Home Warranty
Hello Phally,
We appreciate your feedback and look forward to being able to address your concerns directly with you.
Thank you.
We appreciate your feedback and look forward to being able to address your concerns directly with you.
Thank you.
Aug. 9th, 2019
Francis Labarbara Hurricane, WV
If you can do without important stuff in your home for weeks these are the people for you. They hire part time guys that show up at 6 on Friday or 7 on Saturday without calling ahead.
What a nightmare.
The oven broke 7/12 and I turned it in. They scheduled the tech for 2-5 on Friday 7/19(week 1). No call, he shows at 6. He has to order parts.
He calls Saturday 7/27 at 7pm (week 2). We are out. He leaves a message that he has the parts and wants to come over.
I have called him several times without reply since then. He hasn't called again
It is 8/1 (week 3 tomorrow) and these people are replying to me on here instead of calling him to come fix the oven.
This is some extremely unprofessional behavior. I can live without the oven. What if it was something important?
5 years ago
JoAnn Hampton, VA
If you like getting sub par contractors assigned to do your repair work, then 1st American is for you. I think they look for the cheapest and not the best, and they are usually companies you have never heard of.
If you like a painful experience of getting approval for the repairs and parts, then 1st American is for you. (All while your service fee goes up each year)
If you like being shuffled from department to department when trying to resolve a claim, then 1st American is for you.
If you like having to jump though hoops to extract yourself from a contract that was renewed despite your indicating you did not wish to (because of the worst customer experience of your life) then 1st American is for you. Just make sure you are cool with waiting 30 days to end the contract, while they continue to take your monthly payment!
If you are thinking of signing up with 1st American....think again. And for those who may think this is one disgruntled customer...as I shared my frustration with my co workers, the common response was "Oh my gosh, we dropped them as soon as we could."
5 years ago
Theb Porterville, CA
This company really does not care about the customer. We filed a claim for a non-working pool pump over a week ago and the contractor never contacts us. We have called FAHW several times over the pass week and we keep getting the run-around. Every representative we talk to always tells us that if the contractor does not call us by the end of the day they would escalate our claim and get us another contractor. That has never happened. FAHW never calls us back, we are always calling them back, in which they always tell us the same thing. FAHW scheduled an appt for us without confirming with us whether we would be available, which we were not as we were out of town. We ask to talk to a supervisor but they are never available. The temperature is in the 100s in our area and the water has been sitting stagnant way too long already. I regret renewing this warranty and will not be renewing in the future.
5 years ago
