First American Home Warranty Reviews

For the last two years, each claim has been an absolute nightmare. Most recently, our dishwasher was not working. We placed a claim in October. Multiple times contractors did not call within the "24-48" hours. Once one came out, they said the dishwasher needed to be replaced. We had to jump back through some more hoops to get the installation company to come out. Multiple no calls again until someone brought out the dishwasher. Without taking the old dishwasher out or doing more than five minutes of investigating, they said the wiring was not long enough and that we needed to place a claim for an electrician. After long, long periods of being on hold with First American over the next several days (every call involves lots of hold time), they informed me that they did not cover the electrician. We hired our own electrician, who, after 5-10 minutes of actually looking at the dishwasher, determined that the wiring was more than sufficient and said that the initial crew obviously just wanted to get out of doing the work. We still had to pay the electrician $180 out of our own pocket to tell us that the people that First American sent were wrong. Of course, First American refused to cover these charges or accept any responsibility for their contractors. We were then told that we would hear from the installation crew within 24-48 hours an that they would come back out to install the dishwasher. We did not and were told that we would hear over the next 24-48 hours. A week later, we called back because we still had not heard and they changed contractors. They sent the information to a new contractor, but there were errors in their forms so the installation was delayed TWICE, as we were informed by the contractor that they continually have issues with this home warranty company sending the wrong forms and causing delays. Once someone finally did come out to install the dishwasher that the first crew had just left on our porch, it worked for ONE cycle before breaking. It is a very cheap dishwasher and much worse than the one that we had before. We called again to get it fixed and they told us that we would have to pay the $75 service fee. Eventually they told us that, since it had only been a few days, and it was their people that installed it, they would begin the process to have the dishwasher fixed without charging the fee. This, however, like everything, is a process and not simple. They told us that we have to call back tomorrow. We will see how that goes. It is now March. We still do not have a working dishwasher. This is the most recent issue that we have had, but it is certainly not the only one. They universally refuse to accept responsibility and have denied requests to refund money spent on repairs that they said we needed and then didn't or on the monthly premiums that I have paid while they have been dragging their feet and causing hassle without actually fixing anything. Every time you call customer service you have to completely re-explain your situation and none of the representatives that I have spoken to haveany personal compassion or drive to help. We are moving and can't wait to find a different home warranty company. Any other home warranty company. Both for our new house and the buyers of our current house. UPDATE 3/8/19: The latest is that first american told me to call back another day to get the dishwasher installed. Called back, went through the menus, waited on hold, and finally spoke to someone in the right department that told me I needed to call GE to get it replaced because it is still under warranty. He gave me a number to call and a purchase order number. I expressed how cheap the dishwasher was and he told me that I would have to talk to GE about that and it would be up to them whether or not to upgrade. I called the number he gave me, waited on hold, went through the menus and finally spoke to someone. That person told me that this was the wrong department and she couldn't do anything because the guy had given me the wrong number and that they only do business to business. I tried to call the extension back for the guy at First American but he did not answer multiple times, so I went back through the whole system, telling my story all over again to other people. Eventually got the right number and talked to the guy at GE. He told me that it will be about a week before someone could get out to look at it and that they can only install the dishwashers that First American orders and that it is absolutely not up to them to install a higher quality dishwasher. He told me that he had encountered others that had had issues with First American and that they ultimately seem to care about what is the cheapest and easiest. Lots of buck passing. No one on the phone has seemed to actually care or try to help. Still no dishwasher.

We were first time homebuyers in Aug of 2017. Kept the insurance until Jan of 2019. Decided that we could not afford the coverage any longer. So we decided not to pay anymore. When we set up the payment plans it was agreed that we would call in and make payments 2-3 months at a time. We did not give them permission to take money or draft money from our account. That was understood plain and clear. Our fault for not calling and counseling our plan. They took it upon themselves to take money out of our account without our permission LIED and said we gave them access. LIES all LIES. It is sad and is a shame you can't trust these companies. They are so money hungry that they are taught to take and LIE, LIE, LIE. Our fault true enough for not calling and counseling. But you are LIARS and the truth ain't in you when you said you had permission to draft my account go back and listen to all my calls. I made it very clear DO NOT TAKE ANYTHING FROM THAT ACCOUNT and HE said yes HE understood. It just shows a lack of INTEGRITY and that it's all about a $. I will be sure and warn my friends and family members about this company. And anybody else who will listen. STOP LYING!

Worse service and vendors that they hire are incompetent. Had an issue with garage door been installed incorrectly by technician both the technician and mgt claimed I needed new rollers. Meanwhile when they gave me my ticket the technician checked 25 points check where all checked off by tehnician . Wound up getting a local garage tech who fixed within minutes because the other company incorrectly mounted the bracket. Now we had 2 small appliance repair companies they use. First company kept changing dates they were too busy sorry and they were very rude. Now the 2 nd company listed 3 items on repair and with no communication to homeowners its the circuit board. Well the technician was unable to fix and left the control panel hanging loose and we are unable to use..

Filed a claim on 4 Feb for a washing machine issue. First American Home Warranty sent a technician from Antech Appliances to our home on 6 Feb to assess the situation. The technician indicated that the problem was with the main drum bearing. We paid him the $75 service fee. He said he would order the parts and have the repairs completed within 7 days. Seven days later, after not hearing anything from Antech or First American, I called Antech. No answer and no voicemail. I tried to check on our claim status online with Antech and all I received from my inquiry was that the claim was being processed. I called First American and was told that Antech hadn't filed the claim paperwork until the day before and the First American Purchasing Department determined it would be less expensive for them to purchase us a new washing machine rather than repair the old one. The replacement washer is white, not silver like the original washer and First American does not match colors. We were asked if we had paid Antech the $75 service fee, to which I responded in the affirmative. First American had no record of that payment being made. We were then told that the delivery, installation, and haul away appointment would be made within 7 days and everything would take place during that one appointment. We provided a cellphone number to First American so that we would be sure not to miss the call to schedule the delivery, installation, and haul away appointment. No one called. On 18 Feb, A1 Appliances attempted to deliver the new washer without coordinating the delivery with us. On 19 Feb, we contacted A1 Appliances to schedule a delivery. They made the delivery but said they were not permitted to install the new washer nor were they able to haul away the old washer. We were instructed to contact First American to set up an appointment for GE Sales to perform the installation and haul away separately. During the past two days, I have spent hours on the phone with First American, been disconnected three times, talked with two customer service representatives with a horrible attitude, talked with one customer service supervisor who also had a bad attitude, talked with another customer service representative who had an incomplete record of all that had transpired. I have now been told that the installation can't be made for another 5 days and there isn't anything that First American can or is motivated to do in order to expedite that process. Yesterday, I sent an e-mail to First American requesting to speak with a customer service executive immediately but have yet to hear from anyone at First American. Apparently the customer is not their primary focus. I will be cancelling our policy with First American and I highly recommend that everyone else that has a policy with them cancel as well and any potential new policy holders look elsewhere. First American subcontracts with poorly performing companies, has difficulty maintaining comprehensive claims records, and their customer service department doesn't understand what the term customer service really means.

Very decent response time, warranty on services if anything is done done right the first time (I had a chance to experience that), great value overall.

Worse company I have ever dealt with. Bought home in June 2018. Started having smoke alarms activate for no reason. FAHW sent a "home builder" person to inspect. Found disconnected smoke alarm-reinstalled but problem still persisted. Person returned, said batteries had to be replaced. I installed new batteries. Alarms still going off. Called FAHW and they sent an "electrician". Reported some wiring problems--wires seem to be disconnected and whole detector system should be inspected. Call from FAHW stating this is a "pre condition" situation and NOT covered by warranty. A very curt conversation with FAHW rep. VERY DISAPPOINTED (one sided conversation)!!!!

This company is a bunch of crooks, all they want is to take your money and never pay any damaged to your home, I have 2 houses and insured by them. I have 3 damaged occasions, called them and they send their contractor out to do a report, every time they come out I have to paid $75.00. at first the send me an email stating that they will cover the damage then they change their mind that they made a mistake from the report and they are not pay for the damage, can someone direct me how to get them out of business so they don't cheat people out of money, all the wants is to take your money and decided not to pay any consumer for the repair.

Absolute worst company to deal when it comes to claim resolution and customer service! Rejects all statements from customer (me) and accepts the fictitious report claimed by the plumber which contracted by First AM. I initiated several claims and one of them is a plumbing issues. The plumbing service finally showed up a week later. Whereas, my other claim I was at my house the following day and every other claim was closed within <3 days. The plumber the company sent, in a nutshell, conducted inadequate, poor, subpar investigation/diagnosis/inspection. For example, concluded water regulator was broken/not working without properly looking or testing the regulator. Visually inspected it from where he was standing, did not bother getting down on his knees to inspect it. Ultimately, this plumber reported to First AM all his "work". Now I am trying to overturn my claim based on subpar, gundecking work. Make matter worst, the First AM will not listen to me because its my word against a "licensed" technician. Three weeks has elapsed now and I am had it with this company, and they won't honor any of my request. Now, I have to pay a claim fee of 75.00$ for a work which was not thoroughly conducted. My experience with this company is a nightmare which I hope none of you experience!

I had contacted First American Home Warranty in February of 2018 to have our hot tub repaired. I followed up multiple times over the course of several months because they never sent anyone out to service the hot tub. Eventually they marked the submission as complete even though they never sent anyone out to service the hot tub. I asked to be reimbursed and instead of honoring my request they simply passed me from department to department. I called the contracts department and they said they cannot reimburse me because the contract had expired. I pointed out that I requested to be reimbursed prior to my contract expiring and the woman said, "Let me explain to you the way a contract works…” I asked to speak with her supervisor and the supervisor was equally as rude and condescending. When I asked to speak with her supervisor she said she was the lead supervisor on the floor that day. I asked to have the contact information of her supervisor so I could follow up and she refused. Do not allow yourself to be scammed by this terrible company.

called and reported a dishwasher leak. first american home warranty did not send a technician for 7 days even though i said the damage would worsen. as a result, hardwood floors and cabinetry is damaged. when i called to notify first american home warranty of the additional damages, they said they it wasn't their responsibility for secondary damages EVEN THOUGH I TOLD THEM THIS WOULD HAPPEN. I called back, asked for the call to be escalated because the rep would only say, "I understand of the further damage..." and I was transferred to an installation supervisor's voicemail. Worthless company and would have prevented additional damages if I would have just addressed the item under warranty myself.

Do I have to give them even one star? I don’t think they deserve that. It has been 7 weeks since I opened my claim and my washing machine is still NOT fixed. Honestly, this experience has been a nightmare. From the insurance company dropping the ball on ensuring a company is sent out, to the contract company (once assigned) taking 10 days to schedule an appointment, after the first company could not fix it (second time the same company has been sent out and could not fix it), to little to no communication from either company, I have not one good thing to say about either company. I work in the customer service department and this company a HUGE opportunity. As a paying customer, how I am I the one making the phone calls and following up with the insurance company and the company contracted out trying to see when there will be a resolution? Why am I doing their job for them? Last time I left it in their hands, it took 10 days to get an appointment scheduled. I have asked to speak with a supervisor for 2 weeks and I have had no response.

I notice the male representatives speak to you with a sarcastic tone. Their company possibly may hire people overseas to handle their customer service. I advise everyone to be a pest with this company and keep bugging them because this is the only way things get done. I have a gas leak and the contractor they hired is garbage. He works off assumptions and doesn't take care of his responsibilities. The old adage of assuming is making an ass out of yourself. Its been almost two weeks and the problem is still not fixed and the contractor is putting my asset in jeopardy because my tenants don't have heat or hot water to take a decent shower. This makes me look terrible as a slum landlord. The contractor always has an excuse and appears to be incompetent. I also advise everyone to ask their representative to email your conversations in order to keep a paper trail. Moreover, don't get off the phone with them until you receive the email. I do this to document the conversation.

I just bought a house and the seller's agent convinced us to include First American Home Warranty as part of the closing costs. I had heard great things about home warranties, despite never having used one so I went ahead. It cost $500 for only coverage with fridge, stove, and AC. The house didn't even come with a refrigerator. I thought it was pretty useless once I read into it but I figured I should at least keep it for its "free" rekeying service which I'd definitely use. Well, I tried it and they asked for a $75 deductible. That's more than what it would've cost me to rekey it myself without the warranty! Save yourself from this scam. I regret having wasted those precious $500. I asked if I can cancel the warranty but they said I wouldn't get a refund, even though I've only been living in this house for less than a week, so I'm keeping it until it runs out. Even using it costs more than not having it.

Worthless. They hire the lowest bidding contractors who do the absolute minimal and incomplete work. Called them twice. Once for an ice maker that wasn't making ice. Tech came out, diagnosed it, ordered parts. Shows up 10 days later - parts aren't right. Says he be right back - left everything pulled apart. Never came back. Had to call him several more times to see if he was even in business anymore. Finally came back, fixed ice maker, but left several piece off. Awful service company. Second time was for a washing machine that was violently spinning. Tech came out, "leveled" the machine, told my wife some BS on how to operate a washing machine, left - machine still not working. Yet 1st Home Warranty won't send the tech back and wants $75 on top of it. Don't waste money with warranty companies (any of them, but especially this one). And if there was a "no star" rating, I would have chosen that.

The contractors they hire to fix the issue are not good. The two times I had someone come out to fix a plumbing issue could not diagnose the problem or fix it. I then paid an outside plumber and problem was fixed with no hassle both times. Which led to cost more being I had to pay first American and the outside plumber I hired. I had submitted a claim showing what the plumber did because it was something that the warrenty covered and they denied to refund what I had paid even with proof. Do not choose this home warrenty company. I’ve had another in the past and they were a much better company

First American Home Warranty will eventually repair your unit. However they will delay action until they run out of lies. Each time you speak with a rep you get a different answer. At the present time we are debating if our toilet is covered under the plan. This has been going on since Dec 6th and one day it is covered and the next day it isn't. The only thing that is prompt with this company is the date they withdraw the money from your bank account. They never miss a date.

Review on FAHW: BAD.. BAD and Very BAD experience from FAHW and am really skeptical if you are real company. The issue on water heater was raised on 14th and today it is 20th and till date the issue is not resolved. The contract company you guys sent said that they are placing the manufacturers warranty for the parts and they waiting for it and when we called them for update ,, they just put us on hold for 40 minutes and disconnected the call. every single time same experience. I have been calling FAHW as well as you guys don't have courtesy to update customer on status nor to acknowledge the messages .. Such a bad company FAHW. Finally when I called today FAHW mentioned that the manufacturer warranty product should be covered under them but the fact is the Manufacturer warranty will be covered only if I am the primary purchaser of the product where as I am a home buyer here and the manufacturer will not cover the warranty to new buyers. As a home warranty company you guys should be knowing this and I wonder why you guys redirected to manufacturers warranty.. I wonder why in the world would we need to add water heater to extended coverage with home warranty(FAHW) if you guys wont cover and redirect to manufacturers warranty. Finally in this case as the Manufacturers warranty don't cover this.. Please go ahead and do the needful to have my water heater fixed and working by today as already am suffering without water heater for last 1 week and along with it bad service and lot of time waste in calls with you guys as well as off days from work and stress out of all these.

In September of 2018, I filed a lawsuit against First American Home Warranty for breach of contract (FAHW). FAHW charged me $1,880.00 for replacing my A/C condenser and evaporator coils. I contacted the company but they failed to resolve the overcharge. During the trial FAHW tried to cite section 6 of the contract to justify the $1,880.00 charge. The judge ruled that the section was invalid and that it contradicted the terms of its own contract. The judge awarded me the entire sum of $1,880.00. If you check BBB, YELP and other sites you will see that thousands of customers have been mistreated by this company. If you have experienced a similar misdeed by FAHW, you can file a civil lawsuit.😊

Actually, my rating is ZERO stars for the following reasons: 1. FAHW never sent me a contract. Why don't they want me to see the contract? I called and asked them to send me a copy. Three weeks later, still no contract. 2. Ordered service for repair of dishwasher and faucet. FAHW sent a contractor to fix the faucet and he told my tenant that the contract doesn't cover the faucet, and then told my tenant to pay him cash, which she did. Unethical contractor and ignorant FAHW employee for not knowing what is or is not covered. Now FAHW is attempting to charge me a $75 fee for sending out a contractor who wasn't under contract. I'm not paying it. 3. FAHW scheduled Sears to fix the dishwasher. I called Sears to provide the brand of dishwasher, and Sears told me they don't service that brand of dishwasher. Good thing I called! FAHW told me to find my own contractor and then ask for reimbursement of the cost. I told FAHW it is their obligation to find a contractor as that is why I purchased the contract. This has been going on for over two weeks now, and no resolution in sight. I called customer service yesterday and spoke with an employee who knew nothing about the prior service requests, so I had to start back at square one and re-explain everything. After a few minutes, the line went dead. She never called me back, which kind of indicates to me, that maybe she ended the call. It was very apparent she was either new to the business or just plain ignorant. I wish I had NEVER purchased this crappy contract. What a hassle and waste of my money.

The water tank didn't work properly and I called First American to begin a claim. A representative had told me that because of a recall of the tank, they couldn't send a repairman to fix it. I contacted the manufacturer of the tank only to find out that the tank was never recalled. I called First American again and even though they had the notes from my previous call, I had to explain my whole case again. I explained that the tank was not recalled and they would not believe me. Their customer service is appalling, it has been a month ever since they found out that the tank was never recalled and the tank is still broken.

First American Home Warranty and Total Air Care - unethical, immoral, fraudulent. Avoid at all costs. Our A/C died 24 July 2018 and we contacted First American Home Warranty (FAH) the next morning via their on-line appointment request and via telephone. Three days later (!!!) Total Air Care (TAC)'s tech came out, saw that pressure was low in our condenser, and topped it off. Two days later, the same problem happens again. Obviously there's a leak somewhere. Second visit took FOUR days to get the technician out - he diagnosed a bad condenser coil (leaking) and told me they would replace it provided the home warranty covered it. FAH decided to replace it, and here's where it goes sideways - well. More sideways than the ridiculous waits for people to come out and take a look. I fought FAH for THREE WEEKS to get them to order the correct equipment. Our home is equipped with a 4 ton air handler and condenser, and they ordered a 3.5 ton replacement for both. I spent over 8 hours on the phone with multiple people who all gave me different stories, provided pictures of the make and model, the manufacturer's documentation on how to decipher the model to derive capacity, and finally am assigned a claims specialist named Yvonne. I was contacted via email only after I complained on their web-based dashboard that I wasn't being helped and that my kids were suffering in the 90+ degree, 80%+ humidity of a Florida summer. So FINALLY, at 34 days of misery, the right equipment is available for pickup by TAC. I look at the portal, and see "Awaiting customer acceptance of non-covered charges". Huh? Never disclosed. When trying to contact TAC, expect to waste 4 hours of your day in their Parts and Service queue to be told by an overflow operator w/o access to anything useful with regards to status that "someone will call you" - you never get through to a person that can help, they do NOT respond to emails, and they will NEVER call you back. Here's what TAC submitted to me as "non-covered charges" - and wouldn't tell me over the phone, I had to get this from FAH: Permit fee: $199 dollars (permit fees in my area are $95. A like-for-like replacement does not require a permit). Manual J Load Calculation: $225 (TAC never ran one. One isn't required in my county. A Manual J calculation should be performed when DESIGNING a system, and takes into account thing like floor plan, cubic footage of air to be cooled, R ratings of insulation, windows, all of it, and not required during a like for like replacement). Float switch: $100 (Available for $24.99 on-line, more than 300% markup) Condenser pad: $150 (36" x 36" x 3" pad is $78 at Home Depot, 100% markup) SUP(ply)-RET(urn) modification: $375 (Installing an air handler dimensionally identical and no listing of REQUIRED modifications. Also note TAC did not perform a site survey, cost estimating, labor estimating, or materials estimate.) Programmable Thermostat to meet code requirement: $127 (Already have one, not required). R410A reclaim/recovery fee: $144 (System is empty, it's leaking, so no refrigerant in system..if this is a legal requirement I'd want them to state the code and section that requires it. Thy did not). Disposal Fee: $100 Condenser Tie Downs: $78 (A set of four of the same make as the manufacturer of the unit to be replaced are available on Amazon for $11.75. More than 500% markup). Locking caps: $79 ($30 bucks at Grainger, no explanation of requirements provided and more than 150% markup). Electrical Modifications: $550 (What modifications are required for an existing, code compliant installation? No site survey, cost estimating, labor estimating, or materials estimate performed. I'd want an itemized list of work to be performed with materials required as well as labor to be performed - what, to plug it in???). Drain Line modifications: $76 (Huh?) Code requirement Duct Certification: $175 (not required in my county) Total cost of non-covered items were: $2378 Total cost of replacement equipment if I purchased: $3172 Offered cash in lieu of replacement: $ ~$2000 FAH stated that they: - Do not set the charges from TAC - Do not advocate for customers with contractors - Do not release procured equipment to other contractors less predatory than TAC - Do not obtain second opinions on installation "non-covered" charges - Do not negotiate. Period. - Take the payout or pay TAC $2400 dollars, and have a nice day. If you've read this thus far, you're smart enough to figure this out...TAC unavailable for comment and FAH is useless. Avoid at all costs. Find another warranty company and NEVER let TAC work on your house. Tech was a good dude but company? Crooked as a dog's hind leg.

VERY BAD SERVICE!!! As soon as I required the first service, it immediately disappointed me! Submitting the claim was an easy process, but getting the actual service was a nightmare! Three weeks later, and calls-after-calls on my end to follow up, I had to decide to cancel the service and take care of my home coverage myself. They lacked communication to me as a customer. Days passed with no updates from them. I always had to call to make sure things progressed. They were not able to even track the delivery of the part I needed, and three weeks later, they told me that the part was available and waiting for pick up since the first week of the order. This was extremely frustrating! They don’t seem to know how to keep customers informed on their claims and are unable to provide delivery details to their customers. Moreover, they seemed to worry more about the contractor then the customer, by justifying additional delays from the contractor. They didn’t showed me a willingness to pressure the contractor to speed up the process or offer me a different contractor. Their customer service quality was passive and careless.

They are completely incompetent. Nearly two months ago I reported a leaking pipe in my basement. But there was a glitch with their system so they didn't get my request. When they finally did send someone, the plumber said there were no leaking pipes it was the HVAC. The HVAC people said it was insulation and after 2 weeks of nothing, the HVAC people told me FIrst American doesn't do insulation. This morning I called a local guy who does HVAC, he took one look and asked why I didn't get the leaking pipe fixed. I called a local plumber who fixed the leaking pipe in less than an hour. THERE WAS A PIPE WITH A HOLE IN IT AND FAHW"S GUY DIDN"T SEE IT.

Very disappointed at how First American Home Warranty interact with there contracts in providing prompt service to paying customers, My Hot Water heater went out, I called my provider (FAHW) they contracted 3rd party, after several day went by they called and set up house call, The company came out and diagnose the problem, I gave them the authorization to order part, The parts company said they have the part in stock and that it would be several days before the part can be delivered, 2 weeks have gone by (No Part No Call From Contractor No Call From FAHW) I am totally disappointed, Imagine, My house has upstairs & over 3000 sq. ft. with Kids & children unable to take a proper bath because we have to boil water everyday and haul heavy water upstairs, is no reason this should take that long when Water Heaters is thee most common household appliance in a home that is usually readily available...I am holding my breath on a company that is unsatisfactorily at this point!

Our hot water heater broke down and so we called First American Home Warranty a man came out and said yes they will price the hot water heater and that's fine however it will cost an additional $478 to change a bunch of pipes. The pipes they change were not an obvious problem because the hot water heater worked otherwise it just had a leak in it. $478 is an awful lot of money to add to the Home Warranty. Talking about this with a group of women it seems that this is a common practice. They say yes we will cover your appliances and then the service provider comes in and add some enormous cost that don't necessarily need to be done. I was terribly disappointed in the whole thing I also is said to the man that our hot water recirculating pump wasn't working either in cookie fix that he said it's covered but I have to call again and have him come out again to take a look he didn't know whether it was working or not. He was right there an experienced plumber and couldn't tell me that the hot water heater wasn't working.

I would strongly recommend any prospective home warranty customer to avoid First American Home Warranty. I would rate them a zero if I could. I had restricted flow in my kitchen faucet. First American send a plumber who said that my pipes were clogged with hard water deposits; this was classified a flow restriction, which the company claimed was not covered, even though the contract provided had no such terms. They charged me the service fee for no service provided, which on complaining they reversed. I then hired a repipe plumber who inspected the pipes and said that there was no evidence of hard water buildup. He said that my issue was a "frozen angle valve." I called First American again. The customer service representative said he would send another plumber to resolve the issue. However, later another person called and said that since they will not since the problem was a "frozen" valve; the contract does not cover frozen pipes. I told him that my home is in Orange County, CA, where there was not a single day where temperatures were anywhere close to freezing. The plumber had meant that the valve was stuck. He said he could do nothing about it since that was the documentation I had provided. I told him that this was a case of mis-diagnosis by the First American plumber and that they are arguing with my plumber's language. I pointed out that "frozen" in English does not mean only "freezing due to cold" but also "stuck." It was clear that they had no intent to provide service. Grand waste of money with only aggravation to show for it.

On May 6 , I put a claim in unit not > blow cold air . Contractor Lumart Air Condition can out > replace compressor. I had to pay $600 out of pocket cost. > Unit was doing the same thing after repairs the next day. > Lumart was reassigned to come back out. Lumart came out deem > my entire unit bad attic and outside. I filed complaint with > BBB because First Am told me there was and out of > pocket cost $1450 and my $600 was gone with 1 st repairs > which was flaw. I was contact by a claim rep. I wont say her > name cause she currently working on my claim and I am given > her a chance to make this right before I seek counsel on > this matter. Back to nightmare my claim assigned to the rep > , and she subtract the $600 I paid earlier within this > claim. Which bout my out of cost back down to $850 for > replacement cost. Lumart came of replace unit 2 days > later I had a major leakage to to a.c. drain being > clogged which parts to out of pocket $850 was to cost a a > 2nd drain pan and flow switch. The leakage damages my > ceiling , my mattress , bed spring , comfort set , sheets , > and carpet. It leaked down in my master bed room damage the > ceiling and carpet also. I recorded and took pictures. I > send it to the Contactor and First Am. The contactor came > out repaired pvc piping clogged , but before this leakage I > informed the Lumart and First Am that unit blow heat on cool > mode when it reach set point. As Lumart was repairing the > leakage , I reminded them about the unit blow heat. Lumart > comfirmed the issues and stated they will have to replace > the thermostat but they contact me when they are back on my > side on town(Wow) right. I emailed First Am rep and request > another company come out and check my unit. Bless Air was > that contactor they can out and check and determinement the > Lurmart installment was flawed Lumart didnt vaccum the a.c. > line which how has plenty oil which is prevent unit from > supply 58*. Currenlty the unit is supply 68* with different > at return like 28* . I reach out the Claim Rep via email and > informed her the contractor comfirmed my complaint that > Lumart did a very bad job from the beginning. She told get > her est cost for damages and repairs and she will reach out > to Bless Air to get report. I sent her all est. and damages > as if was occur from leakage .Blessing Air came out July 14 > 2018. Today July 21, 2018. Its been a 103+ - 110* here in > Texas the last 2 week. I have 6 children that suffering > because this. I am out of $1450 on flaw repairs. The only > reason I has not file a lawsuit is because First Am has been > fair to me in the past outside of the claim and I am giving > this Claim Rep a opportunity to make this matter right , but > I will seek counsel if I need too.

Our AC stopped working in May 2018. Having a sick 1 year old and it being in the high 90s in Arizona we were desperate to resolve this issue quickly. Good thing we pay First American every month for insurance in case this happens, right? Boy were we wrong! After struggling to schedule a repair in a reasonable amount of time they finally sent us a technician that seemingly had no idea what he was doing. The first thing he did was replace the motor with a generic one from his truck. After that didn't work he made a mess rewiring our unit. Finally, he ordered parts from across the country, which when installed did not work. All this took about a week and a half. During this time we purchased a portable AC unit and was only partially reimbursed after the woman who was handling our case said that it was possible to get fully reimbursed. This is a scam as they never approve reimbursement after a certain minimal amount. About 10 days later from when the AC unit was damaged and calling First American daily, they finally dispatched another company. This technician quickly noted that everything the previous repairman did was incorrect: from installing the incorrect motor to jacking up all the wiring. He provided a temporary fix by swapping out the compressor but the incorrect motor was causing the AC to shake violently. So we call First American to explain that we need our old motor returned since it was mistakenly replace by the first guy expecting it to be an easy fix. The first tech denied having changed it and First American took his word over ours even though the second technician told them that it was a brand new motor and we had the serial number to prove that it was from the first company. Fast forward to July 2018 when the AC unit finally crashes on us due to the violent shaking in 100+ degree temps. We call First American and they denied our claim because they “don’t know who tampered with the motor”!! They did not send anyone to check out what happened. How can an insurance company deny a claim based on something one of their providers did incorrectly?!? We texted/emailed them for a week where they told us that they aren’t responsible for health of our 1 year old and gave us a myriad of baseless reasons on why our claim was denied. Fact of the matter: We PAY a warranty company monthly to help in case something like this goes wrong. When said thing does go wrong, this company needs to be held accountable for providing the service that we are PAYING for! Regardless of if the first technician did or did not put in the wrong motor, American Warranty still should have fixed it. I contacted the company that the original technician worked for directly and explained what happened to the manager. He informed me that the technician had been fired for incompetence the previous month and the motor did in fact belong to them. He promptly came over and fixed the issue himself. Why couldn’t the warrant company make this simple call 2 months ago?!? Bottom line: STAY AWAY FROM THIS COMPANY. It is disgraceful how they treat their customers. We have records of all our communication with them including the comments about them not being responsible for the well-being of our 1 year old. We would love to talk to any and all media who is interested in protecting the well-being of America families from evil money hungry companies such as First American Home Warranty.

Contractors that are assigned are not honest, in one instance the contractor charged for the replacement of the entire pool pump but only repaired the control panel, contractors that are assigned are lazy, in another instance contractor took almost 3 weeks in replacing the belt on our clothes dryer, in another instance contractor assigned did not want to complete the plumbing repair because crown molding was installed, had to hire another contractor for the removal and replacement of the crown molding not covered by FAHW, and in all instances the FAHW staff or customer service is not the best they are rude and act like we owe them something even if we are paying for the service, not satisfied at all with FAHW. I'm quitting them and going with someone else.

I have just spoken to the third foreign call center, trying to speak to this outfit(criminal undertaking) is difficult at best. My A/C stopped cooling on June 21, I called for warranty service on June 22, the company gave me the phone number of a service company to contact. The service company works only 9AM to 4PM Mon-Fri, so I got a service call envelope of time 7AM-2Pm Mon June 25. The compressor was not working and needed to be replaced and it would take 2-3 days according to the tech. The FAH warranty service company did not tell me until the compressor was to be installed that I would have additional out of pocket expenses, and waited until I agreed to pay those costs before issuing the PO to install to the service contact. Then when I found out the FAH people are all over the world and do not give a care about what happens, I determined the entire company is criminal in their dealings!

First American Home Warranty is the worst company that I have ever experienced. Please, Please don't go with them. they are incompetent and they contract out to the most incompetent plumbers I know. My Gas Water Heater was leaking water. The first plumber Pro Plumbing was awful. They did not know what they were doing and after two visits I still had a leaking water heater. Next they sent out Lanthorn Construction and Plumbing and they tired to take me for as much money as they could get especially being a woman. FAHW agreed that the gas water heater needed to be replaced but this company wanted $600 dollars out of pocket claiming that they needed to add an expansion tank and other modifications that was a City Code and had to be done. To make a long story short none of the things that this company wanted to do extra was city code, my plumbing inspector told me so, and I ended up with a cash out from FAHW for $597.18 to find my own company to replace the water heater without any other option. Although I had to add $301.82 out of pocket to have it done my my own company choosing, I should not have had to pay out of pocket expense at all because their was no mandatory city code requirement to have all that extra stuff done that the company FAHW wanted to send out required to do just to line their pocket. FAHW uses SHADY companies and stay far away from this company. And their customer service is awful as well. You will spent hours on the phone with them and accomplish nothing. Zero star is not good enough for them.

We have had a terrible experience with First American. Had trouble with our HVAC unit. They sent HVAC contractor out several times, and made us pay $75 each time, despite the fact that the contractor never fixed the problem. They finally agreed to replace the unit, which I thought was awesome, but they replaced it with a unit that wasn't compatible with our breaker. They then refused to upgrade the breaker, because it was an "upgrade," although the upgrade wouldn't have been needed if they had replaced the HVAC appropriately. So we had to pay $600 to upgrade the circuit breaker so it would work with the HVAC. And the customer service is just terrible! We wasted so much time on the phone and computer trying to get help, but we might as well have been speaking another language. Zero help from anyone.

If I could give Zero STARs I would. I have now spent over 4 hours on the phone, talking to 7 different people regarding a claim I put in for repair of a Miele dishwasher at First American Home Warranty. Miele Corporation has only ONE certified repair company in the greater Sacramento area, and I supplied First American Home Warranty with this company’s name and phone number after first calling Miele Corporation and asking, “Who is a Miele Authorized / Approved repair company in my area”. However, First American Home Warranty "customer service" people kept trying to force me to use one of "their" repair companies that IS NOT certified by Miele to work on Miele dishwashers, which are high-end dishwashers, manufactured in Germany. I repeatedly told First American Home Warranty that their "choice" for repair company is not Miele certified / Miele parts authorized. However, with each customer service rep I talked to, that went in one ear and out the other. Like they didn’t hear me, understand my concern, or were programmed robots taught to say the same thing over and over and over again. I even used the analogy that would you take your high-end Mercedes S-Class car to a Volkswagen dealership for a major repair? The answer is NO, you would not. Miele is the Mercedes of dishwashers, and like Mercedes, is a high-end, quality built, product from Germany. But this concept / analogy continually fell on deaf ears as I went from customer service rep to supervisor to supervisor’s supervisor to supervisor’s supervisor’s supervisor… The solution: I am demanding my money back on my Home Warranty contract, and will tell any friends, family, real estate people I know and title company people I know (and are willing to listen) about what a horrible experience I have had with First American Home Warranty. Absolutely horrible. This company appears to be designed to just frustrate you until you give up. Well, congratulations to them, for they finally succeeded in their mission... I hung in there through 7 people and 4 hours of accumulated talk time and time on hold. But enough is enough and it is time to cut my losses, get my money back, and move on. If your real estate agent or title company suggests you buy a home warranty on your new house, that's up to you. But if you are going to buy one, buy one from a company that does not make it so hard to use, is better at listening and responding to your issues, and isn’t so slow to act. Read other reviews of this company on the web or on Yelp. Thousands echo my sentiments. My advice to you; If you aren’t looking for frustration, excuses, long phone conversations, or headaches, cross First American Home Warranty off your list of potential candidates. You’ll thank me later on for the heads-up.

Every time I call to use my warranty, they magically don't cover it...like my water heater...they pay to replaced the unit itself (like $500) but any modifications that goes with the work, they don't cover. I have zero idea what I am paying for and I am switching companies. Customer service is terrible and the contractors they use are even worse. Emergency on the week-end, never heard back. Got my own contractor---5 inches of water under my sink. They would not reimburse me but $100/600 emergency call. Of course it was not covered...So far, they have done this twice to me..Need a new company!!!

The warranty came with the purchase of the house . The touch pad on the dish washer died and it would be 3 weeks before the first contractor would be able to get out and look at it for the $75.00. Did enough research in the first few days to realize chances are the dishwasher was dead and the odds are he wouldn't be able to fix it when he got here. No point in putting the $75.00 in the hands of someone to tell me it was dead. If this had been a furnace or water heater, there is no way I'd wait more than a few days for the service guy/gal to show up. So will not be renewing with this sorta crap.

We are a HVAC company that worked for FA for over 20 years. Had my mother purchase coverage. Do NOT purchase FA warranty coverage. FA started a policy where they want contractor to find a reason to not have repair covered; for example, they want us to find if filter or coils are dirty, a part not installed correctly, a code violation, no maintenance, etc. Contractor calls one of these items into FA and then FA informs homeowner that repair is not covered. Homeowner has to then pay out of pocket to get repairs made and usually at a higher rate because contractor will charge much higher to homeowner than what they charge FA. That is how the contractor makes its money and FA saves money.We fired FA due to this policy and will no longer due work for them.

My wife and I have been using First American Home Warranty for the past 10 months, knowing that our furnace was 35 years old and our water heater was 10 years old. When both finally went out in the middle of October, we called First American to make our claims. First American then contacted the contractors, of which are given 24 hours to call. After not hearing from the water heater company for 24 hours, we decided to call them. We played phone tag for about 3 days. Finally when someone did come over, the one-person company told us that he could not do it because we had a crawl space and it required a two man job. SO WHY DID FIRST AMERICAN SEND SOMEONE out to our house that could NOT do the job? Well, long story short, we still paid the guy $65 and later $75 that was taken out our cash-out for about 15 minutes of work. The guy came out to our house knowing he could not do the job and was out to make a quick buck. So another water heater company was then contracted (Crown Plumbing in Colorado) and they sent a bid to First American for $2900 (natural gas) and $3900 (tankless), of which First American was only going to give around $515 to (which means thousands out of our pocket!). So we just decided to get a cash out in the amount of $440 which barely covered the water heater and had a neighbor install it. Trying to get the cash out from First American was a long process since every time we called, the cash-out amount was different (originally it was $515 then it went down to $490 then $440 b/c of the $75 diagnostic fee to the first water heater company that came out). With the furnace company, it took them 1.5 months to complete the project which was a very long time frame. Long story short, First American was a very difficult company to work with because their contractors were not capable of doing the job. Also, First American did a poor job of communicating because the amount they said they were paying the contractors was different than what the contractor said. First American was supposed to give the furnace people $1050, but in turn, only gave them $590 and would not show me the bid because it was between "First American and the contractor."

I have lived in my home for 4 months with a warranty from First American and have had 3 claims. Two claims were for the air conditioning system. The first provider they sent told me that the problem was in the set line and it was not covered under the warranty. (It seems to be that it SHOULD be covered, but know that the warranty is LIMITED.) The contractor made the repair, which cost me hundreds of dollars out of pocket. Two months later the unit was not working, and First American dispatched another contractor, who said that the line had not been properly repaired. So I will be out more money to fix the problem. I am through with dealing with any First American contractor and trying to get service when nothing is covered. My third call was for a refrigerator that was not working. They dispatched a service provider who had to order a part, and then took his time getting it installed. I was without a refrigerator for 10 days! I have very limited experience with home warranties, but I can tell you that I will not be renewing mine with this company, and I would rather deal with reputable service providers who stand by their work.

I've only had anything but problems anytime I have to call them when something breaks. My AC has gone out for a second time within a few months of each other and today they hung up on me twice and told my husband and I two different things when we spoke to them on the phone. The first contractor they contacted, no one could even get a hold of him. After that they wouldn't get anyone out here until NEXT WEEK. I have medical conditions and a dog with a thick fur coat. it's over 90 outside and 84 in the house. They refused to find anyone that could come out sooner. After being hung up on multiple times. I am done with these people. I will NOT be renewing my contract with them and will take my business elsewhere.

I have been a customer for 12-15 years...I am on day 9 in Phx, AZ in AUG (110 w/ approx 40% humidity)!!! I believe they have a very short list of marginally competent servicers. On day 3 of no ac, the provider came out and found "nothing wrong" no sooner he left, machine wouldn't even turn on. This time of year, servicers are NOT avail for same day service...i get it. So, they couldn't come out for another 2 days (now day 5). After leaving saying he would report to the FrstAm for approval, the report provided to FirstAm on a FRIDAY was that he didn't know what was wrong and couldn't fix it. So here I am an entire week and a day later with no ac and a servicer who is going on 2 hours late with no call. When/If he gets here, it will probably be too late for him to do it today even IF First Am authorizes it.

This company hires contractors that are not rated with the BBB and have terrible ratings throughout multiple social media sites. They sent L&S Air Conditioning to our home in June and now July and it's STILL not fixed, as a matter of fact the last time they were here they simply unplugged our AC unit (up on our 2 story roof and just LEFT us like that...still waiting for and FAHW to do their jobs and handle this. Meanwhile FAHW has been getting numerous calls from us daily, and now won't even return our calls...and we still have no AC, in the summer, in NV, with kids in the house. FAHW is the a terrible company. I wish we'd never hired them.

Great Customer Service & they're trying to help to give Great service,

This company is horrible and they use very unprofessional contractors . They rip you off at first when they sell you the plan but at the end they make a stupid excuse for every request we made .