First American Home Warranty Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

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.

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.

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.

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.

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!

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!

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!!!

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.

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

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.

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.

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.

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 .

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!

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!!

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.

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.

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.

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

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!

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.

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!

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.

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.

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.....

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!!!!!