First American Home Warranty Reviews

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

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

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

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

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

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

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

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

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

My AC went out on June 1st and I filed a claim. The assigned contractor couldn’t make it out until following week. It’s summer in Florida understand. It took until June 27th for FAHW to make their decision on what they would cover, after many calls to customer service saying they needed contractor to provide additional information, that it’s in another department review and that can take days, all kinds of you have to wait. That was a frustrating cycle waiting a month just to figure out what they were going to do, but accepted because I needed my AC fixed. I was then informed equipment is ordered and after a few calls waiting on hold for 30 min or more find out equipment will be in a week. When the date came told the sent it to the wrong depo and I have to wait another week to get it to the right depo near me. Another week goes by and I’m told they closed the depo they originally sent it to (the wrong one) and they canceled the order. I’m told they needed to reorder and then told it would be another week and half to reprocess order. Now we are 2 months after AC failure and they tell me they have to start all over again because the incompetent person used the same PO to reorder and it’s attached to a closed depo. So after a month from when Oder was placed, starting all over again. There were many times I left messages, talked to supervisors that said we will call you back. After more than 2 months, I had the first person call me back today only to tell me they have no idea how much longer I have to wait. This company has no customer service, and when you attempt to connect to management they send you to voice mail and won’t call back. No one owns up when they make mistakes, completely understand mistakes happen, but do something to fix them not start what appears to be a month long process all over again. An apology would sure go a long way in keeping my cool in a hot house.

Where do I begin… June I put in a work order for my air conditioner we r @ the end of July right now. Heard noting from the air conditioner company they sent out . Called several time to First American and waited 45 min. The air conditioner company was Custom Control Ass. They would not return my call to make an appointment. Called First American back please send another company out they won’t return my call .. mind you this is day 2 @ 104* First refused to send another company out because they have already summited the work order and it was up to us to contact them. Begged cancel the work order and resubmit a new one to another company. Mind you it takes 45 min each phone call to get a hold of someone @ First American H/W day 4 I contacted the CEO Matt W of first American and he gave me Laura name & number who works in the President office. She was very sweet @ first said she had to review the phone recordings w/ the claims department and get back with me. Two weeks and I called and Laura said she had one more recording to go through by now I’m fed up and hung up on her. It’s Late July and my wife and myself have left message after message W/ Laura and she will not return our calls!!! I paid for this warranty and you need to stand behind your warranty. I’ll call again tomorrow my name is Mike T From Fresno Ca You have my number Laura … left 20 Message on your phone!!! Think twice before you waist your money with First American Home Warranty!

We were supposed to receive two checks one for temporary relief ($150) and one for a reimbursement ($646.44) from First American Warranty Corp. We had service done on our A/C on 6/17/22 which was approved by First American. On 6/20/22 I received an email that stated I would receive a refund for the amount of $150 within 3-5 business days. On 6/21/22 I received an email that stated I would receive a refund for the full amount of $646.44 within 3-5 business days. On 6/29/22 I spoke to First American Warranty Corp to check on the status of the checks and was told that the time table that I received from them was incorrect and that it was 7-10 business days. I followed up on 7/5/22 and was told that they were putting in a stop payment and overnighting the checks and we would have it 7/6/22. On 7/6/22 we did not receive the checks so I called First American Warranty corp. I was told that they do not overnight checks, but that the request had already been expedited and that I would receive the checks no later than Friday 7/8/22. We now sit at Monday 7/11/22 and they are telling me that they never put a stop payment on the checks and that it will be another 7 to 10 business days to get the checks because they do not expedite refunds.

We’ve used 1st American for over 3 years, the service hasn’t been adequate hence why I’m writing a review. We will not be renewing our contract. This has happened more than two occasions, it this is the last draw. We wait on average on hold for over 30 min this time only to find out the garbage disposal is under plumbing, but it is under appliances according to our pamphlet. We finally get someone and their system is super slow and takes another 20 min to get the ticket opened. We open the request on 6/15/2022, but it is closed without us getting any notification on 6/21/2022. We actually do not know when it was cancelled. This was the day we just happened to check the website. The site doesn’t even tell us when it was cancelled or why it was cancelled. Now we have to open a new request. This has been very frustrating dealing with 1st American Home Warranty.

My ac went out. Its been over a week since I filed the claim. Set up appt with their contractor for monday. He never showed nor will he answer his phone. I contacted First American Home warranty and have had nothing but excuses and no action. I ended up having my own company come out and do temporary repairs since its over 100 degrees. They also have 2 other repair companies which also will not answer the phone. My claim has been expedited to "Contractor Relationship" department to handle. Of course I get promised a return call and never receive one. I will not be renewing with this company. This is my one and only claim and their service is not customer friendly at all. I am so tired of each and every rep tell me how sorry they are and how they understand. This is script only. Its a shame I pay a monthly fee to receive horrible service.

My air conditioning unit went out. I called FAHW and they said someone would be out in 2 days. The company reached out to me directly and they weren't able to get to me for 7 days. The temperatures are 90-100 degrees during this time and I have a toddler in the house. When the technician finally came out, he diagnosed the problem as needing refrigerant added to the unit. This needed a FAHW authorization. The technician tried but FAHW wasn't available. FOUR days later, I had to call the technician to see if they got the authorization from FAHW -they had not. They had called several times and nobody would send it over. They said they'd reach out again. They finally got the authorization but since we're near another weekend, they aren't able to come out for another four days to repair. Leaving me with another weekend of 90-100 degree temps. I have been on the phone with FAHW for over an hour on hold and arguing with the customer service rep who refuses to patch me through to a manager to voice my complaint. When I was sent over, I was transferred to El Salvador. They have no warranty information on file and are just contracted out as "supervisors" to take escalated calls. You will have to provide all information to them because they do not share information. They did

I have been a First American Home Warranty for 2 years and the contractors they use suck bad. I give them a 1 on a survey. I usually have my AC service once a year and my maintenance person found I had a slow leak in my evaporator. Instead of using my maintenance person to fix the slow leak, I call FAHW. I put in the service call and they found a contractor in their network, this contractor cancel twice and on the second cancellation, they had the nerve to say they are booked. I call FAHW and express my displease and put it on their Facebook page. FAHW took a week to have another contractor come out and in total it was a month before anyone came to my house. The second contractor comes out and had no clue what the problem was and ask me what the issue. I told him my evaporator has a slow leak, and he tells me my warranty does not cover slow leaks if it does not run out in a certain period it is not covered. Since my maintenance guy already added froen it is not an issue. He did something around the house on the AC which my camera saw and he came back speaking AC language (he could have told me anything) and did not even test for the leak. Their contracts are wordy and I did see any about leaks are not cover. They suck and if I COULD DROP THEM RIGHT NOW I WOULD, but there contract is annual. I would not recommend them to my worst enemy

I had the central air conditioner go out and the furnace had a cracked heat exchanger so it needs replaced as well. I have children with disabilities and with severe asthma in the home. Their one and only technician with horrible reviews (false advertisement that they monitor and ensure companies are approved due to reviews…this company has a 1 star review!!) couldn’t even come out in a reasonable time frame. So I was allowed to get my own contractor. After I did and submitted everything, First American has been horrible about expediting the replacement. Now they want to pay out $1492 when it costs $8700!! They say they base it on nations averages. What company can buy and install a furnace AND central air unit for $1492?! Then they said I can go through their horrible one contractor who wasn’t even available in a reasonable time frame so we can delay the replacement MORE! It is now going on a month!!! Then they said they expect a reputable company to install their equipment they send out, but would not even tell me what brand and specs they were. I have a Bryant furnace and definitely don’t want something from China and cheaper than want I have! This company is penny pinching but sure wants high premiums!!! I have not even been reimbursed for the service call I paid out of pocket for! This company lies to get you to sign up and has deceptive practices!

This company use to be good but have become a shadow of itself. seems to have outsourced its customer services offshore . when you call for service they now send you some shady tree contractors that are far from been professionals , treat you with utmost disdain and lack of respect . they treat you as if they are doing you a favor ,I will definitely be looking for a better home warranty company that actually cared.

Do NOT use this company! They outsource work to their own contractors. I had a water leak and they were unable to get a technician to fix the leak for 3 days causing an unsafe environment and further damage. I had to find my own contractor and pay our of pocket. They refuse to reimburse me for this as they define an emergency to be resolved within 3 days. Water actively leaking from a pipe is an emergency that needs to be fixed ASAP and is unacceptable to go 3 days without being fixed. They used a company closed on weekends. I spent hours on the phone with them across 3 days and no resolution. This is a WARNING to not waste your money as they will not help and will cause already stressful situations more stressful. You're better off on your own!

The ac unit in my rental Apartament broke down 2.5 months ago. Contacted first American warranty and they sent out a contractor within 1 week. They contractor gave their report 2 weeks late and then stopped answering calls or messages. So first American sent another contractor 2 weeks later, they showed up and said don't do Apartament's. So why didn't first American let them know that this is an apartment they are going to work on!???? Waste of time They sent a third company and they no bid and then they sent another company and they gave their assessment. So finally after 2 months there was company that was willing to work on this repair but they provided an outrageous list of modifications and labor that first American said it's not covered by my warranty plan. They wanted me to pay $7000 for modifications and labor!!!!!!! This is absolutely crazy!!! I got a quote just on my own and found out that a replacement condenser and hair handle with labor is $8900. So let's say the first American contractor also was charging $8900 so that means first American pays $1900 while I pay $7000. How does this makes sense? How do they justify this?? So I asked the warranty company to give a cash out offer and this process took 2 weeks. They offered me ~1400 to take and go fix it on my own. So rejected this offer and now they will send another contractor for a second opinion. When is this going to end!?????

I haven't been with FAHW that long. My first repair was my HVAC which the company sent out to fix my heat. The Appliance company that they sent out collected my $100 and then said they had to order the part. It went down hill after that. I was told the part had came in and 2x they set me up with no show and when I tried to call the company there was no answer. I asked FAHW to send me another company out, they refused since the appliance company had ordered the part. The company called and said they would be out the next day and gave me a window from 12-1pm. Never showed up and never called. I ask FAHM to return my $100 they said no. You pay your monthly fee on time and I didn't get the respect/service that I was entitled to. FAHM's job is to satisfy the customer and it didn't happen. Had to make numerous phone calls and was told nothing but lies. I have never been so upset with a company who is taking my money every month and I can't get the service. I am a senior citizen who has been taken advantage of. I am very dissatisfied with First American Home Warranty and I will be canceling my policy immediately

We bought a home in Orlando FL in January 2022. The previous owner had a refrigerator repair work order since October 2021 with first American hw. We were told that the repair would be conducted in early February and decided to prepaid a one year coverage that included everything. The problem consisted of a bad freezer door and ice maker on a Viking refrigerator unit. It is hard to describe the process my wife and I have gone through with this company that sales lies and is not honorable. After multiple calls to customer service and being told a different lie every time they were able to send the parts to the appliance repair company but sent them to Georgia instead of Florida which is not surprising due to FAHW inability to provide quality control at their office. We elevated our concerns to "someone that would help us getting the problem resolved" as described by one of their liars aka customer service reps. Fast forward to March 14th 2022 and after not responding to my call and emails the higher up "problem solver" sent me an email apologizing for not replying to my email because she was out of the office. A simple automatic out of the office would have been enough but again I am not surprised because they lie and do not care about customer service. Her email offered $175 to close the order because that is what our ice maker repair parts and labor would cost. She never acknowledged the main problem "The Freezer Door". Her email read "I have reviewed you claim and understand that your ice maker is to be replaced." it is obvious she di not review my case and only scanned over it so she missed the broken freezer door. I called to cancel the warranty and was told you'll be charged this and that but I'll gladly pay anything to get out of this business relationship with a company that does not honor a contract and trains their personnel to lie and to avoid replacing an appliance. They should have honored the advertised online quote "If we can't repair it, we'll replace it*" but their business motto is to get your money and not replace units even if a work order takes 6 months to get resolved! Please, please do yourself favor and run away from from FAHW. There are other very reputable and responsive companies out there. Do your homework before signing a contract. Cesar.

The warranties don't cover the major problems with your appliance's. They come out and do the minimum work and then tell you more money is needed. It looks like this is just not a good warranty to have because most people believe it will cover major repairs when it does not.

My water boiler broke down 3 weeks ago and it was a nightmare to get it repaired. 4 phone calls on day 1 and no one came . Next day afternoon the first contractor came. They were too late to send the first contractor. Meanwhile there was water damage to the home foundation and water continuously leaking into it. I had no choice but to call another contractor to get it fixed. That private plumber I called was ready to do the boiler replacement the same day. I then call First American to see if they would work with this plumber. I was told no so I told the plumber to go. Meanwhile the contractor from First American came and said the claim process will go through hopefully by next week and then the boiler will be replaced. Also there is a fair chance the claim will be denied because the boiler isn't at its original position. I said that's unacceptable and got the boiler replaced the same day. It isn't fair to wait another 1 week in peak winter for boiler replacement. This should have been expedited to the highest levels. Any reasonable person will understand this but First American doesn't. For an emergency in the middle of winter when I have 2 little kids I cannot wait for days for this kind of repair. First American failed at multiple levels. I am a physician. If someone has a heart attack you don't wait 5 days to do an angiogram, you put a stent in right away so the damage is reversed. You do it right away, that's the point. First American expects me to wait for all the water damage to happen then fix the issue after the claim process goes through. How dumb is that. I explained all this to their customer care and cancellation department but they didn't listen. I have terminated my contract and in that process I ended up paying even more because of early termination. I am not sure how First American is surviving in business with such kind of behavior with their customers.

Singularly the worst experience with a company many times over. Extremely difficult to talk to anyone, minimum...I mean minimum wait of 10 minutes on hold every time. If I don't follow up, and wait on hold, nothing happens or moves forward. They say one thing and then do another or dont follow through. Most of the companies that work with them do not like too. They close a work order before it is finished. And there are always extra fees. The coverage is never as advertised. BUT...when its time to renew I received a call, a text message and an email every day. Which all basically said...your stuff is going to break, you know it is going to break so make sure to renew your warranty. THE WORST!

Terrible experience. We called out for the same service 3 times. First time, the tech did the job wrong (as documented by the second tech), 2nd tech did a different thing wrong and damaged my floor. ALL DOCUMENTED in my account with First American. I called for the 3rd time, they offered assistance, and I got a bunch of notifications of pending work, and then no contact for 4 weeks. I needed the toilet repaired, so I was forced to get a professional. I called for reimbursement, which every person saw my chain of issues, and was told a toilet was non-essential, and I would never get reimbursed. Period. 5 hours on the phone and no way I can be accommodated by this companies lack of sending the support I pay for.

Weird company. I bought their annual repair contract. I got water leakage in my bathroom so I called them. they forwarded that complaint to US Plumbing. The plumber came on Dec 22nd to my Channi Ct, Danville house to check water leakage in my toilet from the flush and he said I have to change the machine and we will do that in the next 1 or 2 days. Today is Jan 10th 2022 and they did not even call or come to fix that. I am calling them but nobody is picking the call. Very weird services so don't even call them for any plumbing services. Don't buy their Home Warranty Services as Its a fraud company.

If I could give them negative stars, I would. Under no circumstances and for no reason should you give these incompetent, dishonest, and borderline criminal fraudsters one cent of your hard earned money. I have been without a washing machine for almost 2 months now. Most recently, I was promised on 12/19 that the part needed to repair my machine would be mailed to me on the 22nd of December. I called FAHW this morning, from the laundromat, no less because I have not received the part. They told me that they would "locate" the part on January 6th. What does locate mean? I told them that was not acceptable. I was speaking to Paul. He put me on hold, and then disconnected the line. I called back, and got Armando. I told Armando that the 6th of January was ridiculous and I wanted a new washing machine. He said he didn't have the authority to give me one. I told him to calculate what amount I could get as a cash settlement. He put me on hold, ostensibly to run those numbers, and then he hung up on me. I called back, and was connected to a woman, who was obviously working from home. I could hear her dogs barking in the background. She offered me $95 as a cash settlement. I told her that was completely unacceptable. You cannot replace a washing machine for $95, when the service fee is $85. At this point, I told miss barking dogs to cancel my contract. Whatever you do, do NOT do business with First American Home Warranty.

I have First American Home Warranty (premium coverage). My furnace/heater stopped working last week and only blows cold air. I called to have it fixed. They assigned Kravets company. The guy came first and said there was no gas line and that I needed to contact the Gas Company to have installed. This was false because it previously worked without any problem. I again called FAHW to complain because I believe Kravets filed a false report in order to deny my claim. I requested a different company and they resent the same technician. This time, he said he was wrong and it was a circuit board of the furnace. FAHW called me today and said based on the report, they cannot cover it or repair it. I bought FAHW to exactly cover this kind of problem. I don't know what else they would cover then. Why would anyone buy a home warranty when they can even cover a simple problem like this? I saw their advertisement, "if we can fix, will replace it". Is this a case of false advertisement?

Until This year I had great experiences with this company. I feel sad that customer service has gone so far down the road that it isn't recognizable. I have had a claim for new dishwasher since May 2021. I finally received and they aren't able to get a tech out to install? It was delivered on 11/19 and I called the following Monday 11/22 to schedule installation. They assigned a company that had informed them 2 weeks prior that they weren't able to do any installations due to lack of installers. I called back and the lady was very helpful and called around trying to find someone and couldn't. She said that she was going to escalate it and to give it 24-48 hours for the other department to find someone. I called back on Wednesday and was told it had only been 24 hours since the request was made??? Apparently not submitted until Tuesday?? I gave the benefit of the doubt and waited until today 11/30. The person on the phone told me I never called in to let them know that we had received the dishwasher and then proceeded to try to find me an installer. Couldn't locate so started the 48 hours over again in escalation and when I asked to talk to someone that could actually do something I was given I can't lie to you and tell you they will do it sooner and my supervisor will tell you the same thing. There is no way to actually make a complaint at this company to get resolution. I have sent an email and am ready to contact my legalsheild attorney again. Waiting to see what the email from claim review results in. Someone needs to take responsibility for incompetency. First they order a dishwasher that can't be gotten and once I finally get one that can I have it sitting in my garage. I also asked for documentation or proof, email note online in the portal something to tell me this person did their job correctly and submitted the escalation. I was told I cold call back and have someone check his notes. So sit on hold again? I just want my dishwasher installed.

My last experience with them was horrible. The person in customer support was extremely rude and condescending. I am actively looking for a new service now. I have been with FAH for over 10 years and this last time was enough to look else where. I never leave bad reviews because I am a business owner and know that customers can be unrealistic at times. But if you pay for a service every month and when the time to use that service you don't want to wait 2 weeks to get service.

I wish I could give zero stars. They are HORRIBLE and very difficult to deal with. The time between requesting service and actually getting someone to your house is ridiculously long, even for emergencies. There are several hidden loop holes that end up requiring you to have to pay out of pocket (we have already paid over 1k out of pocket this month). STAY AWAY from them. They may claim to cover a lot, but that is provided that your emergency happens within business hours, and you can wait several days (sometimes weeks) for it to be addressed. Their practices are unethical. I was forced to pay for my own plumber when raw sewage was spewing out of my drains in my house because, oops.. the emergency wasn't during business hours after they FAILED to send someone the previous week when the request was made.

I am a Realtor who has recommended First American to all my clients for 30 years now and have bought 5 of their Home Warranty's myself since 2006. They were always great until NOW. I bought my most recent policy in May 2021. Today is October 6, 2021 and I had to contact them for service. I did so at 8:30 this morning. The gentleman PROMISED me a Contractor would call me with in 8 hours. No phone call. I then called back and was PROMISED AGAIN that someone would call me with in the next 4 hours. No phone call. I am stuck with this plumbing issue!! I now feel extremely guilty that I have recommended this Company to all my Client's which obviously has changed for the worse since I had to actually use one of my Contracts back in 2012 which at that time they sent someone out and fixed the problem on that home. I have bought 3 Contracts from this Company since the 2012 house but never had to call them with a problem. I will be calling them AGAIN tomorrow morning for a complete refund of my money and will NEVER recommend this Company again which is sad after 30 straight year's of recommending them. This is pure Malfeasance!

What disaster, not sure where to start but after trying to have my under sink instant hot water heater fixed for 6 months nothing was done. I believe the company is retaliating due to my negative reviews. The (second)contractor says they declined the repairs even though they were approved in the past by the first contractor that stated FAHW is extremely difficult to get them to do anything. I have exhausted myself spending countless hours trying to get the problem resolved. Written reviews on various sites etc. called and emailed to no avail. I will take this matter as far as it needs to go in order to get resolved. I am in the process of obtaining executive email addresses, filling a detailed and well-structured customer complaint with the Better Business Bureau. Hopefully FAHW can approve the contractors to fix my problem, this would be the simple solution. The other option would be to give me a full refund of $616.00 from my initial purchase made on March 24 2021 for a years warranty. I hope someone from FAHW contacts me. and I hope people read this before purchasing a policy. UPDATE 10/15/2021: I finally have it scheduled. This was after emailing the CEO and other top executives in the company (I got a reply and approval the next day:) Prior to that all my emails and messages were ignored. Hopefully the problem will be fixed however looking at the approval It looks like the leak is not included in the fix. There is lots of fine print on what is and is not covered. It only took 6 months.

Would like to give 0 star. Just note these 2 points before getting into contract with this company. 1. No email contact for contacting the company. so you cannot maintain any official record of your requests and escalation. 2. No escalation channel. Just one phone no. thats all. Work done through them will cost many times more than done without any warranty. I contacted first American for my garage door repair. It took them almost 2 months to get it fixed with 1.5 times the price i would have paid without the warranty. Even after that the issue is not resolved. Any they just closed the request based on contractors feedback. They work with fraud contracting companies, these companies just make money without and warranty/guarantee. The garage door repair guy told me he will give me only 2 months warranty on replaced parts. When i contacted the CC, she told me that she is escalating my request and that i should receive a phone call in next 2 days. No body called. Also my request was closed. I called them again on 3rd day, they had no record of any escalation. I am totally surprised such companies are able to exist in this country. Totally frustrated with this company. I even asked them to cancel my contract and refund the prorated money. But they don't do that as well.

I tried to use them this summer when my AC stopped working. They referred me to a contractor Cool Inc. They guy had over 20 bad reviews on Yelp. Not one good one. Most of them said they were referred to him by FAHW. I called FAHW back to get anyone else. They said that was the only contractor they had. Seriously? That's the best they can do. The guy came and looked at my AC. I didn't believe his diagnosis for one minute. He wanted to replace the whole thing. If found a local contractor who came and fixed the problem for $175.00. It works fine now. Thanks for nothing FAHW. I will not renew with you.

Had a garage door opener motor issue, which needs to replace new motor + a battery back-up sys per latest code. The garage door company did not separate the motor and backup battery sys. FAHM denied the full coverage due to max code upgrade allowance of $250, even though motor is fully covered. Even though I explained with FAHM and the garage door company is willing to break down the costs to separate the back-up battery sys, FAHM refused to valid the coverage to motor. They are seeking a buy-out quote or I pay anything beyond $250. Another thing is now they keep ignoring any request to talk to rep due to understaff. I called several times, all the sys say is ask you to use self-service sys, do not give you options/ignoring your voice request for rep. It took me hrs to get to speak to a rep, which is with bad attitude. very disappointed as a 3 year customer. I am planning to switch to other warranty companies.

The worst insurance company I have ever dealt with. Our dishwasher stopped working and insurance assigned service called Smart Choice. Smart Choice technician came 4 times and he had no idea (he even said he would lose his job if he tells he can't fix). We explained insurance and asked for another service. Insurance assigned Fox and technician figured out the problem but insurance decided to assign Smart Choice back. Smart Choice keeps cancelling request. Now insurance company keeps hanging up the phones. By the way, you can't send emails or submit any issues/complains through their website. They blocked all written communication ways so there is no proof left.

First American Home Warranty has the worst customer service that I have ever experienced. Sears technician came to my home to service a refrigerator. He told me that the refrigerator had a freon leak and that the evaporator needed replacement. He said that that the refrigerator was over 25 years old and he could not find a replacement evaporator and that no part is available for a unit this old. He informed me that Sears and First American Warranty were obligated to do an extensive search for the part. If it cannot be found (which was very likely), I would be informed and a replacement refrigerator with be forthcoming. After two weeks and over a dozen phone calls - First American service finally stated that they found the part; however, it was on backorder and no delivery date was stipulated. Unfortunately, the part they found was for an evaporator fan motor not an evaporator. The technician stated that the unit had a loss of freon due to the evaporator (the evaporator fan motor is different and has no freon). I tried to contact Sears, to have them correct this mistake with First American Warranty. Impossible! I received NO paperwork from the technician, have had direct communication, to contact sears and have been without a refrigerator for almost 3 weeks. I have spoken to approximately 10 customer service reps and 5 supervisors in the Claims Resolution Dept. - all to no avail.

I've attempted to utilize my warranty service 4x within the year I've had it, and on 3 of the occurrences, it was for the same exact issue. I had a plumbing issue and a contractor came out, I paid the fee, they "repaired" the issue, and the same issue occurred the next month. Since it was the same issue, I made another service request and advised no fee should be charged because the issue recurred within the prior repairs warranty. Delmar Plumbing came out, provided no invoice, was late on multiple occurrences, would schedule an appt and never show up, and there were often times where I had no idea what was next. First Am. and myself were unable to contact him on multiple circumstances. He would come up with erroneous costs, no proof and made claims to First Am. which resulted in them denying the claim. I never received notice of the denial and had to keep calling around to figure out when my plumbing issue would be fixed. I called 4/21/21 and was told it was denied and they read the denial letter to me. Based off what she read, I specifically explained where the claim should've still been covered under my warranty but Brittany with Support said she couldn't say anything more, it's already denied, then she transferred me to a line where no one answered. I decided to find my own contractor to fix the issue but inquired on if First Am. would reimburse me and instead, they advised they'd send someone else out to revisit the issue and determine at that point. I didn't even bother since their contractors are already highly questionable. First Am works with terrible contractors and they want you to use their contractors only. I verified with Support that my 2nd visit fee would be waived since it was the same issue that occurred the next month but still I received a bill. I figured this would be removed as advised and instead, I receive a collections notice from an outside agency. I attempted to request service for a different issue today but was told I couldn't until the prior fee was paid. How can a company outsource your fee to a Collections Agency then continue to try to receive payment from you directly? So if I pay First Am. money of which I was already not responsible for, the collections company would still harass me for payment since they weren't the ones to collect it as they were outsourced to do. I called 8/17/21 and spoke with Gloria who first said I had to pay Now in order to submit any requests. She then claimed it would be a deferred payment and I could submit a request after 2 hours. Later in the convo, she said her supervisor (whose name she claimed she didn't have) didn't approve a deferral. After requesting to escalate, she instantly claimed I would be able to submit a request within 1 hour. At that point, I wished her a good day and said I'll find someone else it fix my issue asap instead of playing games with a company that I no longer find reputable. I will never recommend this company to anyone.

5 weeks without a fridge for my family of 4. It has been "escalated" 6 times. We have been spending a fortune eating out. The 1st tech they sent wasn't even certified to work on the equipment. The 2nd never ordered parts. My wife calls every day. Now, with our kids returning to school, we bought a new fridge on our own and requested they reimburse us what it would cost to repair ours. They are deducting for service calls(that were useless and include an uncertified tech?!). BTW, our fridge now has black mold growing in it from so long without use. Beyond frustrating and inept. The service agents read from a script and the supervisors don't return calls. What a waste of time and money. Choose ANYONE else.

Service call for a freezer that I have had since 1998 in the garage. The tech came out and said all it needed was freon and I will get a call to schedule it. After three day I got no call. I call the company and they said the claim was denied. I contacted FAHW a d git an offshore avent. I requested that a manager call me back.That never happen. I requested twice and even sent in a request on line. I had to get another company to come out and said that the coil needed to be replace and that it would be better to get a new fdeezer. Now this company wants me to pay for xervice call when he gave me tbe wrong diagnosis. My freezer was garage ready.

I filed a claim when my water company advised I possibly have a leak due to the amount of water usage. The first contractor they sent said they did not have the equipment for leaks detection. The second contractor located a leak in the master bathroom but said they do not fix, only locate. They sent another contractor to fix the leak and they advised they cannot fix it because the prior contractor did not mark it. He came BACK out and tore out the bathtub and toilet and cut holes in the walls. Then another contractor was assigned to fix it and they called and said they could not… this claim was filed in April and it is now august which means I have been paying an extra $150-$200 per month in water bills due to this leak. Finally spoke with a rep that advised they would reimburse me for the repairs but I would have to hire my own contractor and pay out of pocket. I immediately got a quote to fix the leak in the wall between the toilet and bathtub. Now, the rep is claiming the leak is in the slab and the max they will pay is $500. The quote for the repairs is over $1600 and doesn’t even include the drywall repair. Not to mention, the leak is NOT a slab leak but a leak in the pipe in the wall.

I requested service for a 14 year old Hayward pool heater. The first contractor stated that the pool heater had chewed up wires from rodents and low gas pressure. My claim was denied. I had an authorized Hayward authorized dealer inspect the unit. The dealer confirmed that the pilot light was not working due to age and normal wear and tear. No signs of rodents, low gas pressure or chewed wires. I sent the report from the Hayward dealer to FAHW. They reopened the claim based on the report and the photos submitted. 2nd contractor (second opinion) does not follow the rules that FAHW puts in place on 3rd visit.. The first visit the contractor stars I had low gas pressure but did not mention anything wrong with heater. He said that everything looks good. Claim was denied for low gas pressure. I had an authorized gas dealer come out and inspect the gas and they noted no problems. I submitted the paperwork and FAHW reopened the service request. 2nd contractor comes out a second time and says the system has low gas pressure. Claim was denied. I open up a gas service request with FAHW. The gas contractor confirms no gas problem. FAHW reopens the claim and send the 2nd contractor back out a 3rd time. This time the contractor does not schedule an appointment and shows up at the house without confirming that an individual of the age of 18is at the house. The contractor takes photos of the pool heater . The contractor was not authorized to be on the property since a date and time was not scheduled. There is a concern that someone was outside the house and the family inside were not aware. Ring camera showed the individual on property for 6 minutes. I did not get to see what the pool company was doing to the unit while on-site. Next, I was told by FAHW that my replacement claim was denied due to the report and photos taken.

Just an awful warranty company that actually makes you feel helpless when in need. It was such a painful experience. I hope that at the least, this helps others by seeing the pain this company causes. Within my area, First American cycles between 2 pool companies for pool repairs whom have no business being around pools but are well trained to know exactly what voids FAH warranties. And if one was to review those companies reviews they would see similar issues like mine and similar claims like mine. For this particular issue - a crack in the main filter, the cause determined by their contractor was due to a dirty filter which he then told me would void the warranty. Mind you, this determination was made when he knocked on my front door and w/out seeing the equipment. He proceeded to prove to me that was the cause and then told me First American will void this but ill still submit. I did tell him i had a professional pool company that just cleaned the filter 3 months ago, which he told me they are lying to me. What followed was 3+ weeks of complete hell. I called the First American call center and submitted a complaint about this guy and his accusations that my filter is not clean and that this would void my warranty. I told FAH i have proof it has been cleaned and I will get outside vendors to come and diagnose also since its obvious it has to be replaced. -The outside contractors laughed at the idea one would consider this a dirty filter and they all determined it to be the life of the housing for the reason. Onee contractor flat out said its a scam if they think this filter caused that crack. Also note, I have a very well known pool service company that comes out weekly to maintain the pool and cleans the filter religiously every 6 months. And all of that proof was sent to FAH. Also, the findings of the other contractors were also sent with their estimates. I followed up daily either by their general claim review email (where they asked me to send all my emails) or the call center. My pool equipment has been off for 3+ weeks and the water was actually harmful to be in, my salt water had to have chlorine dumped to combat the equipment (My child is allergic to chlorine) and since that obviously didn't work since all the equipment is off, my pool service company + and an outside contractor said they cant do weekly service until i get the water treated and or drained and/or get this filter replaced today. So, i document that, beg them to respond or tell me what to do, even asking if its ok if i just purchase it and send it to my only lifeline at First American - the general email that ive never heard from and the call center. Hear nothing from email (5+ days) and call center give me the same 2 options: File a complaint (which would be the 3rd one and i know they aren't documenting them or escalate). However, this time based on the scenario they advised to not do any more damage to the pool so to handle that and then they would continue the escalation internally. So i had not other choice then to replace it. I got that done and emailed and called the sources again and told them. The next day I finally get a call (how convenient) but it was to tell me that my claim is denied b/c i replaced it myself it and that they had assigned another one of their contractors to make a 2nd diagnosis (3 weeks later they tell me this) but since i replaced it its all is void and she had the nerve to tell me that this completes your request. By the way, the 2nd contractor they were brining out is the same company currently working on my pool heater. When i say working on it - I mean they came out, super rude and unprofessional, scared my kids when they went straight into my backyard (when i requested they don't) - which they entered on the wrong side and proceeded to walk, across my large backyard through the kids playing and over to the other gate to the pool. They then blamed the pool heater not working was due to it not being cleaned (b/c of spiders in the pipes and it needed to be cleaned (and would not look at the errors it was throwing). Notice the cleaning trend. "I dare you to google first american home warranty pool repairs cleaning" and research the trend. B/c Ive dealt with this before, I had my pool company clean the heater, but this company said they have to clean it so they can be ensured its not that.. So they charged me $150 to clean it and then 2 days later the same issues were still going on. This was over 7 weeks ago. For the past 6+ weeks, they haven't been able to schedule to come back and take a look at it. Actually they called me once at 7am asking if they can be at my house at 9am and i was not in town but haven't heard back in 2 weeks. This is the company First american was lining up to be their 2nd opinion (which i'm sure would of taken weeks to come out based on the heater situation). At the end of the day, I paid for the filter (which should of clearly been under warranty and proven by 3 contractors) + now I am paying for treating the water b/c i waited those 5 days thinking FAH would respond, even though it had been 3 weeks going. Not sure what else I could of done, I had to replace it because it was becoming a health hazard and I gave every opportunity for this company to help, i contacted them daily, tried to be proactive and tell them the outlook just looking for the help they promised when i signed up for them. Never again will I make that mistake by choosing First American and I hope you don't either.

I am so upset with FAHW. We sold our home and called and spoke with Brenda on 3/16/21, Alfred on July 9th(to cancel) and it was not disclosed that we would be charged for any repairs that FIRST AMERICAN PAID OUT...ridiculous. We wanted to transfer the home warranty to our new home in Lufkin, TX, but FAHW does not offer services in our area...NOT OUR FAULT. The new home owners did not want home warranty services, also not our fault. We knew of the $50 cancellation fee, but in our conversations with Brenda and Alfred, no mention was made about the deduction from our refund for what Fst American paid out....we are being penalized an additional $200 because we sold our home and they do not offer services where we currently live. If you are reading this post----look elsewhere for home warranty services. Better yet...hire a local handyman and support a local business. Shame, shame on FAHW.

My AC was broken for 6 weeks in over 100 degree weather. I caught the contractor and warranty company in lies. I finally gave up called a local company and paid out of pocket. They had it fixed in an hour. I paid $55 a month for the warranty a $75 deductible. Had to buy a $400 AC for my bedroom so I could sleep. Had to eat out every day because it was to hot to cook. My electric bill went up because the little AC ran 24/7 trying to keep my bedroom cool. I basically lived in my bedroom for the 6 weeks. So in the end I could pay $675 to fix the AC myself. The only good thing is the local rep is helping me get reimbursed for some of the money I had to pay out.

I had issues arise with both my refrigerator and dryer after purchasing a new home and in both cases the technician failed to contact me or show up to at least one of the appointments I scheduled. First American made no effort to assist me in working through these scheduling challenges and did not treat this issue with any degree of concern or priority. As a company that operates as a middle-man between a consumer and a service technician, I find this to be completely unacceptable. Their role is to streamline this process but at every step in the process they only served to further waste my time (e.g. sitting on hold, talking to First American representatives who were either unwilling or unable to address my issues, etc) and to cause me more frustration. In retrospect, even though I had two repairs which would seem to have made this purchase a cost effective one for me, I regret purchasing a home warranty from First American on account of the hassle and frustration they introduced into my repairs. I will never purchase any service from them again and strongly recommend others steering clear of them.

I dont like anything about this company. With few exceptions this company actions are misleading on the border of fraudulent. My last 2 experiences were horrendous. Couple of months ago the washer started making grinding noises. We called the warranty. After paying $75 the serviceman told us without a through investigation that the center post is out of alignment because we are washing too many clothes. Hello ?? As of result they denied fixing the machine. Prior to this incident we called because the electricity at the 2nd floor was inadequate coming and going. The home insurance electrician came and said the reason the fuse is tripping is because we are using an outlet with and extension with multiple outlets. Because of this he said they will not fixed it because the problem is outside of the coverage. What ? What was plugged in there were tv screen and monitors. Mind you the panel is 200 amps. Subsequent to paying the $75 we called a professional troubleshooter from a very large electric company. He fixed the problem and told us that what the insurance company was telling us IS PURE "BOGUS". I also think our phone number and email is on their blacklist as I can't go through to them to place another claim. DO NOT INSURE WITH THIS COMPANY. I would love to give them some TV space so everybody can learn how bad this company is.