First American Home Warranty Reviews

Pool pump went out and they had the contractor come look at it and file the report. We got an email that they received the report and that the claim was approved. A couple of hours later we get a call telling us it was not approved. The caller could not explain why it said approved online and not on the callers system. When i asked to speak to supervisor they put us on hold and after waiting 30min we hung up and called back only to get the same bs explanation from the supervisor. They dont understand the coverage and cant explain anything. Horrible customer service. Horrible explanation of why claim was approved and then not approved. I will be cancelling my policy and going elsewhere.

Reading the reviews here, it is really sad to see that the only customer reviews American First Home Warranty acknowledges are the ones they like...which is consistent with their customer service. Bottom line, I bought the most comprehensive plan offered. I called about a problem with my disposal. FAHW charged me $75 and sent a plumber out who said there was nothing wrong, even though I had photos of the problem. The plumber was rushed, I didn't feel like a priority. Sometime around 3 - 4 weeks later (don't really know because I was on vacation), the disposer gave up the ghost and created a huge mess in my cabinet and on hardwood floors. I called again but was told because it was 30 days past the previous call and I would have to pay another $75 for a service call for the same problem I called about before! The plumber came out (different person from before) and replaced the disposal. First American would not reconsider the service fee for the second visit even though the problem was not fixed the first time. I feel cheated. When it is time to purchase a new home warranty, it will not be from First American. Too bad for them, and probably good for me, I was close to purchasing a warranty for my mother. I guess they did me a favor.

First let me say a 1 star is the lowest I can give them. They are AWFUL! Don’t waste your money. #1 We had main breaker issue and it took over 6 weeks to get it fixed they don’t have any contractor on our county so the contractor has to submit his licenses to my town. Contractor submitted to the county not the town. This cause delays. Then the contractor wasn’t staffed big enough to get to my job for weeks after license was finally submitted. Durning that’s 6 weeks we lost power on a daily basis. My kids sat in the heat cause they could not get the breaker back on. #2. We live in Florida and our A/C went out. Again no contractor in our area. The closest one was in Jacksonville which is 3 hours away and the contractor couldn’t get to us for days. It is bull crap! #3. Our pool pump has went out it is late June. Again no local contractor. Could take over a week to repair. The warranty company is going to purchase what we need ship it to the contractor and they they will schedule the repair. My pool will be green. In a freaking week. And it is going to cost us $200 to get our pool back balanced once the pool is repair. THIS WARRANTY COMPANY IS A FREAKING JOKE. DONT WASTE YOUR MONEY.

This company is a joke! We recently bought a house and now, 8 weeks into living there our garbage disposal is leaking. It wasn't leaking prior and this is a new development. They had the nerve to tell us it was pre-existing and that because we're a new policy the claim was denied! They even sent out two plumbers to check things and the 2nd one (today), called them to tell them that it needs replacing. They're response....tough luck! If I could give this policy back, I absolutely would!!!! The only thing that makes it worthwhile, is that I DIDN'T PAY FOR IT - it was a gift from our realtor. You can be sure I'll be calling my realtor and making sure he thins twice about "gifting" a policy to any new purchasers. They definitely do not appear as they advertise!!!! I would not recommend this company to ANYONE!!!!

Geez, how many of these five-stars are just their own people writing reviews? I argued with them about covering stuff they're supposed to cover, but because I didn't talk with them first, forget it, nothing, nada, zip. I mean, my home owners insurance covered stuff after I paid for it, but these idiots demand right of telling you who to get to fix a leak at 9:00 at night? I didn't see that in the paperwork. Then I tried to cancel the account, 'cause why pay for that? And first they said I didn't have an account when I had signed up, which was fine, that solved the problem. But then they charged me weeks later and I had to cancel again and now they're saying they're owed $50 in "administrative fees" 'cause it's in the contract in a 6-point font? That's besides the weeks of prorated money when I'd tried to cancel a month or more before.

In my dealings with First American Home Warranty, both the quality of the contractors they employ and their customer service are the worst. You would be better off setting aside the money you pay monthly into savings for your repairs. This is my second AC claim this year and both have taken more than a month to work out. This time the contractor (Southern Services of Lexington) who came out refused to test the system. They reported it as a cleaning issue to First American who closed the ticket since that is a maintenance issue not covered by warranty. I know it is a Freon leak, since I have had to put Freon in every year. The contractors First American sent out have just put a little Freon in each summer and do not address my concerns about a leak. Well the service tech Tyler said I could clean it myself if I wanted. When I reported that I had cleaned the unit, the service company realizing they were not going to get an extra $190 from me changed their tune and told the warranty company it had to be chemically cleaned. That service cost $250 dollars. When I cried foul to First American they told me they had to go by their contractor's expertise. The same contractor that called the gas company on me because their tech smelled a leak... prior to the tech actually arriving. So far, my dealings with customer service include a rep calling me to tell me my claim was denied, since they were told it was a cleaning issue, and when I tried to explain the situation talked over me to finish her script. Now I’ve been assigned resolution agent, Yanci G, but her extension goes straight to voicemail and she has yet to answer my emails. I have even notated updates on the ticket but I assume since it was denied, no one checks those. The one time Yanci called me, she said if I got a second opinion, pay for it out of pocket, and it turns out to not be a cleaning issue they would research if I could be reimbursed. Now that I have submitted an email with photographic proof the unit is not in the same state as Southern Services claims, and the work order from the out of service contractor showing low Freon it has been crickets.

I had a gas leak in my home. It was diagnosed by the gas company as a major leak. They immediately cut off the gas service pending a plumber evaluation to locate and fix the problem within my home. An emergent claim was submitted to the company that same day, and the soonest available day for service was 5 days later. Now, seven days after the initial claim, First American has declined my claim. I was not notified of this until I contacted the plumber and was told by him that the claim was denied the day before. Upon calling once again to First American, a representative stated that the claim was denied because they themselves concluded that the gas leak is outside the walls of my home and they are not responsible for that. Neither the serviceman from the gas company nor the plumber concluded that the leak was outside of the home. I asked them to explain how the smell of gas was in the home and they could not. I asked them to explain how they came to this conclusion (after the First American contracted plumber who initially evaluated the problem by spraying soapy water on the pipes) did not detect a gas leak on the outside pipe and concluded it must be within the wall in his report. They simply said if you can provide us with proof that the gas leak is within the home we can look into it further. We decided to hire a plumber that is not affiliated with First American, and they immediately discovered the leak was inside, within the walls. When calling back to a customer representative and telling our story for the umpteenth time, they said that they had to send their own plumber again and would classify it as “emergent”. I explained that I have 2 young children that cry when I have bathe them in cold water and didn’t have another 5 days to wait for another evaluation. She said it wouldn’t take that long. When she received the invoice from this last plumber stating the problem was inside the home, as requested by her, the call was “lost”. This was the 3rd time in 2 days that the called was lost. We rented a hotel room for the first couple of days to bathe our children in warm water and have not been able to prepare any home cooked meals for the past week. This company has horrible customer service and does everything they can to put you on hold and dance around the issue. There is absolutely no sense of urgency on their part, ever. One lady even tried telling us that we didn’t renew our contract so we wouldn’t be able to submit a claim, which had already been submitted days before. Coincidentally, the auto payment had cleared that same day. She hung up on us as well when it was pointed out to her. Stay away from them if you value your home and family.

First American Home Warranty and their service is very bad. I called regarding an HVAC issue, and it took the company a few weeks to locate a contractor to make a service visit. I had to call back to find out when one would arrive. Once a contractor arrived, he indicated he did not have the equipment to inspect/fix my issue. I was charged $75 for about a 5 minute visit. I also called FAHW regarding a plumbing issue. Explained to the customer service rep it was an exterior pipe issue. The contractor arrived and immediately informed me FAHW does not cover exteriors. I was charged $75. $150 charged for no work performed...both issues were explained on the phone to the FAHW service rep. Horrible experiences.

The only reason they received one star is because there wasn't a choice for zero stars. Water heater went out. Service provider said I had to remove my AC ductwork, deck the attic and pay them $350 for non covered piping modifications. They offered to give me a cash out offer of $527.70 for heater and installation. The cheapest heater (same size and Btu) is $540.61. You get the bottom of the bottom on service providers because FAHW pays them peanuts which is what the surcharge actually is for. Only buy this warranty if you are on blood pressure medication and double it if you need to call them.

If I could give ZERO stars to this company if I would! We purchased this warranty for our home a few months ago and what a mistake it was. After having our air conditioner stop working this past week, we had a company come out to repair it. They decided they couldn't repair it because the the air conditioner was too close to our home. Their solution was to take the wall out of our beautiful, expensive home. We contacted customer service to let them know this was not an option and it needed to be replaced. The representative was unprofessional and RUDE!! If you are thinking of paying for this warranty DO NOT DO IT!!! You will be throwing money away. I will be turning them into the attorney general in our state letting know that this company is a SCAM!!

I purchased First American Home Warranty when I closed my home escrow. Few months later my refrigerator broke down so I called them to make a claim, a month later my refrigerator is still not working because the company they hired wasn’t able to fix it. I called them to request another company for what they said they can’t because I am still under the first company warranty, I explained them that this is the third time I have to throw my food away because of that issue and they offered me to call a rental company and rent a refrigerator, I said sure go ahead and look for a company for me and have them deliver the refrigerator to my home, their response was that the rental service were not going to be covered under their warranty that I have to pay out of pocket. This company is a joke, this does not make any sense at all, so I basically have to pay a rental company around $300 plus delivery! That’s just not right. For those of you who are in the process of purchasing a home don’t ever buy this home warranty is just a waste of money.

This company has obviously not invested in training their employees the importance of customer service. Because of this, my wife and I have decided to cancel our warranty through them. We had an issue with the valves that come from the wall and connect to the washing machine. The valves coming from the wall busted causing water damage in our basement ceiling and ruining the tile floor (the damage is not covered, we understood that). We called and they sent a technician out a technician after a week of not being able to use the washer. The technician apparently thought he was there to coach me on how to do my own home repairs. He did not fix the leak, informed me that I needed to go to an ace or home depot, buy the parts and that it was "easy" to fix. (If I was comfortable fixing plumbing or other issues I would probably not invest in a home warranty). He said he didn't have the parts to repair it and left. Confused, I called the home warranty people, they said it was covered under the warranty and sent the same tech back out. No one informed me of this. He called while I was out running errands. He left me a message stating that he couldn't get a hold of me so he went ahead and LEFT the parts I needed on the the door steps and said "I hope you can figure it out." At this point I became frustrated and called the home warranty back. They wanted to send the SAME tech back out. I refused and stated that it was unacceptable. That the tech they sent before was incompetent and I would not allow them back. I then asked to hear what exactly i had covered. Upon review, they had not given my wife and I all we had been promised when we signed up. The "supervisor", Anthony R, said that we must have misunderstood them and that it was our fault we didn't have the coverage we thought we should of had. We told him to listen to the recording of the conversation when we signed up. My wife asked for an apology for accusing us of making the mistakes and all of the time we had wasted calling them. He refused to make an apology. He called back later just to tell us my wife had made an assumption about what was covered. I then asked him to listen to the recording of our conversation and to transfer me to his manager, he refused. At this point I became extremely upset and Anthony then hung up on me. Anthony R then later called back stating that they had made a mistake and that they would refund us the service fee and send out an emergency technician (still no apology). Sorry Anthony, but my wife and I are too far gone. We have sent in the cancelation request and will be taking our business and yearly renewal to a different company. You have lost a member for life We will also be telling all of our friends (my wife and I are young adults in our late 20s with lots of friends looking to by homes) to stay away from your company. We will also be telling our story to all of our realtor friends, asking that they not recomend you to their clients. My wife was also making calls and had a similar encounter with another customer service representative who was very rude and basically refused to transfer her to the supervisor or the cancellations department. Once he finally agreed to allow her to speak to a supervisor he put her on hold for ten minutes just to return and say no supervisors were available. He honestly didn't care that we were canceling or wanted to look for ways to help. Awful, awful company and we are just hoping to get a refund.

I only made one claim and it was handled very poorly, would never renew or recommend this company. They fix one issue only to create another and would not fix the second issue because we can’t prove that they caused it. The company we were forced to use was very unprofessional and rude, hard to get a hold of and took over a month to get to the house and fix our heater, they claimed to replace the whole unit then 5 months later when the unit stopped working again they said they couldn’t do anything since we were no longer with the home warranty company, and home warranty was of no help, they caused more problems then they solved, why would I ever renew their service, definitely do not recommend this home warranty company

This warranty company does not care about their customers AT ALL!! And they are straight up liars. Our dishwasher has been broken for 3 months now and they still refuse to do the cost comparison to give us a new one. The dishwasher is over 20 years old and is just falling apart and they have sent someone out to look at it 6 different times now. The appliance people coming to work on it keep saying that we just need a new one because they don't even make the parts to fix it anymore, and so we call the warranty people and they lie to us and tell us that it's the appliance team's fault and that we don't need a new one... We have been out of a dishwasher for 3 months and they refuse to do anything besides sending someone out to tell us we need a new one and then we report back and they send someone back out to tell us we need a new one and it's this continuous, frustrating cycle. Don't waste your money and time with the First American Home Warranty company!

had a drain leak that was accessible from outside wall. contractor sent out by FAHW was incompetent and appeared to have a connection with a local restoration company, as he indicated on his initial findings that the bathroom vanity needed to be taken out to access the leak. as a result, we received conflicting coverage details from FAHW claims resolution reps. this went on for days, we became frustrated and finally contacted a local plumbing outfit that correctly assessed/fixed the problem if a fellow from anytime home services shows up at your door, do not let him in. the warranty is not worth the paper that its written on.

I called in a claim with First American Home Warranty when we stopped getting hot water out of our tankless water heater. I let them know we were getting power to our hot water heater but no power to the control panel and we had no way to get hot water. 2 day later we have finally gotten the contractor they sent (a plumber) but we don't need a plumber since it's an electrical issue (I assumed the representative on the phone would have sent me the correct type of contractor) so now we have to wait for the plumber to submit his report to them before they'll send out an electrician so it will probably be a couple more days of no hot water before we see someone, and if they need to order parts even longer until we have hot water again. I called to see if I could get things moving along faster given that we are without hot water all of this time, and was left no better off than when I called, unable to talk with a supervisor when I asked for one, and asked why this got classified as a plumbing issue when it's an electrical issue like it was my fault (I did not input the claim, I assumed the representative on the phone knew how to do his job). I would never recommend this home warranty to anyone. So far they have been horrible to deal with.

I wish I could give this company zero stars. The fridge that came with the house broke three weeks after we moved in. They reacted quickly at first to get a repair man out who gave an incorrect diagnosis of the problem (he said a thunderstorm caused the fridge compressor to fail, but there were no storms in our area). The company was very hostile in emails when we debated the report (which was never sent to us), and said it was our fault for not properly maintaining the fridge.... that we've owned for three weeks. About two weeks later we finally get another repairman out to correctly diagnose the fridge issue, only for this company to halt all progress again because we moved the fridge to the garage. I'm 6 months pregnant and on a very strict diet that requires a fridge - which is a point I clarified several times to no avail. This is a major scam with terrible customer service. Avoid at all costs!!

If I could give them no stars I would. I live in Atlanta and have had no A/C for almost two weeks during a record breaking heat wave. I called First American the first day the A/C stop working and flooded my basement. They assigned me a contractor that took three days to call me. I tried to call them in that time frame but could not get a hold of them. We set up a appointment for them to come look at my A/C unit between 8-10AM needless to say they finally got to my house at 1:30-2 was there for 15min said I was only low in Freon (4lbs) and it was fixed which I said I do not believe that is the only thing wrong if it needed 4lbs of Freon plus why did my basement flood. He said "that is all he was authorized to do that he work for First American and would have to get with them" But he never even looked to see what was really wrong. Needless to say A/C worked for three hours then was blowing warm air and basement was flooded again. I tried to call the serviceman but he would not answer or return my phone calls. I called First American and they said they had to wait to get the report from them and they had 48 hours. Well that was Friday of Memorial Day Weekend so needless to say they would not do anything until Tuesday which they still would not get me a new contractor they said they had to send it to the contract relations and they would try to reach the 1st contractor and the contractor had 24 hours to respond. Well that time limit should have been up when I called the next day but they said they still had a few hours so I waited and called back now over 2 day since that 24 hour time frame and they are still telling me they are waiting to get the report from the contractor and nobody can do anything for me until contract relations says they can not give me a number for that department because they do not take phone calls. I ask to talk with the manager of customer service department and they are not working that day. So now it has been 10 day with out our A/C unit working in 90+ degree heat and nothing is being done. You get the run around and lied to when you call. there is no one to talk to get a resolution. This is a awful company do not use. I am making sure everyone I know in real estate knows not to let their clients get this home warranty.

Worst.1st thing to keep in mind: F.A Does Not cover roofs and all other companies do. Secondly, cash out values on appliances are less than half of what an appliance actually cost (ex: a double wall oven cash out value is $1300 , the actual cost of the appliance is over $2500 not including install/disposable/delivery fees. Therefore, you are left with no choice but to accept the replacement appliance. However, they will not tell you it takes months to receive the replace appliances since Most all of them are on “backorder”. And they won’t tell you the item is on back order until the day after it was suppose to be delivered. I took off of work on 3 separate occasions over the last two months and I still don’t have an oven. The fact that they disguise their corporate office phone numbers should be a red flag that this company does not care about its customers. Two months later I still don’t have an oven and I missed days from work I could have worked those days and purchased my own oven. First American does not care about you at all 0%. Run fast! Google a corporate number and your lucky if you get a customer service agents who actually resides in the U.S.....enough said go to Allstate and stay away from this company.

I have had a home warranty with First American for almost 3 years now. I have only had to use them 2 times previous to this service request I am dealing with now. Their website claims 24/7 phone support and that is definitely not true. I tried calling in multiple times and could never get anyone on the phone on a Saturday or Sunday. They have let me go 4 days without AC in 85 degree weather when I have an infant who can barely sleep it's so hot. I got an appointment confirmed with the contractor who has been very helpful. He calls me a few hours later letting me know that someone from the warranty department called him to let him know I cancelled my appointment and the credit card payment which is not true. He even let them know that he spoke to me and I still needed service and they told him to not come to my house. This should be a painless process considering the amount of money that I've paid them. I just spoke with customer service and they let me know that there was some processing issues with the contractors online portal and now he doesn't have time to come out and fix my AC until tomorrow after I was promised 1-3 today. I will not be renewing my services or ever using them again.

My experience with First American Home Warranty has been simply dreadful. I filed a claim with First American. I was told to allow 48hrs for the contractor to contact me for scheduling an appointment. After waiting the allotted 48hrs, I contacted the contractor directly. They proceeded to tell me that they were not handling any calls for the next or so and that they had informed First American of such. I proceeded to contact First American to let them know their contractor was not going to assess my claim for better than a week. They proceeded to dispatch another contractor who, come to find out, was only going to take 6 days to come assess my problem (no a/c in house). When contractor arrives, they take the thermostat off the wall and put it back on; that which I had already done numerous times. When the contractor puts the thermostat back on the wall, the unit fires up. Oh, look - no problem..... ie. nothing was really done to fix the problem - yet all is working so nothing needs replaced. A week later, guess what isn't working. You got it. My a/c unit. At this point, I want my thermostat replaced. First American will not authorize its replacement as it was working when the contractor left. The unit continues to come on and go off. First American will not recognize this as a problem as long as the thermostat works as the contractor walks out the door. This is not acceptable. Don't get caught up thinking this is a great company. What makes them great when contractors see there is a problem yet their hands are tied in regards to addressing it.

This company is a complete ripoff. They cover everything but what is needed fo fix your problem. Their contract fixes everything that isn't a major component of the problem like the electrical box. When I bought the warranty, I was told that it was covered. When I needed to get the meter jaws repaired I was told that wasn't covered but it's part of the electrical box. So I had to pay them $75 to come out and tell me that it wasn't covered and how much it would cost to fix. So I had to pay $635 to have my electrical box fixed. If I'm already paying out my pocket because my claims are never covered then I don't need you. I'm paying an extra $75 on top of what I'm paying to repair what's broken. They make their money on charging us for the things they don't cover, the major things that make the item work isn't covered. This is a bad company to have your warranty through. They don't fix anything even though you have the premier package. That package is suppose to cover everything but it doesn't. That word premiere is only a way to get more money out of you. It doesn't mean swat and nothing. If you have money to throw away, then by all means choose this company cause that's all you will be doing .

The absolute worst. I am currently going through a claim with First American for a broken dishwasher. They sent out a contractor 2 days after the initial call, the contractor reviewed the dishwasher and said it was the control board. I then waited 1 week for the parts to come in and an additional day for the contractor to come out and install the parts. The technician arrived and said it was definitely not the control board and he wasn't sure why they ordered those parts. He thinks it's an issue with the motor, but he will not pull the dishwasher out to check since he doesn't want to risk damaging the floor or the counter! I call First American to see how they want to handle this and they take the position that it is my responsibility to remove the dishwasher since the Limits of Liability state "Company is not responsible for...gaining or closing access to Items". I try to direct them to the First Class Upgrade I purchased through them which states "Company will pay costs related to...the removal of an appliance, system or component when Company is replacing a covered appliance, system or component". Since the dishwasher is not running, obviously they will need to replace an appliance, system or component. Their position is they cannot gain access, which is idiotic since the technician has already worked on the dishwasher!!! I'll be taking my business elsewhere.

They will try to do everything possible to remedy your problem. Always fast to help you. Always friendly. A really good home warranty company. I highly recommend them.

Avoid this chaos. When all is said and done, you end up spending the same or much less for your repairs and most probably with less heartache. My home is in Atlanta, not your usually high-end contractor location. Yet, i was paying $62/month for comprehensive coverage with add-ons. The basic coverage is beyond not worth it as there are so many coverage exceptions. Gather up info on a good plumber, electrician, and handyman. These three will cover most if not all of what FA will do for you. My story... I couldn't make this up if I could. A comedy of errors. The Three Stooges and Homer Simpson would have resolved this faster. FA contractors are useless and lazy. FA takes your monthly fee,.. then watch your blood pressure when you actually have to deal with them to resolve a claim. My dishwasher went bad. They sent a repair contractor who said it was not repairable. FA agreed to replace it. However, I had to first confirm that the dimensions of the one they were to install would fit. Hmmm.. they send out a repair specialist yet they ask me to confirm the dimensions?? Its like the dentist telling me to confirm the dimensions of a crown they need to install. After four weeks of back and forth because I have a tenant living in the house and I am trying to compare dimensions of the old dishwasher vs new one they will order, an installer brings the new dishwasher but won't install it because he says that "piping under the sink is too fragile", Out comes a plumber. The plumber takes a look and says "everthing is fine under the sink! that installer doesn't know what he's doing". Next day, another installer comes out, looks under the sink and says "one of the valves need replacing. you need a plumber". He leaves. All this time, does FA call me with details and updates ?? No! I am calling them and updating their client support on what's going on because they can't react unless an email is sent to the contractor or 'assigned claim specialist' , or a report from their contractors is received. No one there seems to know how to use a telephone anymore to contact their contractors to find out and speed this process up. They act like the client or the tenant has nothing better to do but to wait another day/week to hear back from them with an update and send Homer back out again to (try) to do the job. Now they are telling me the new dishwasher (remember the one they recommended and had me confirm dimensions because they were not responsible for them? ) needs a longer hose and a newer valve underneath the sink... and that FA wont cover that. After a month of back and forth, four contractors out to my house, myself and my tenant jumping through hoops, let alone that I have been a client of FA for six years, have barely used them, and have two homes with them... I realized i'm the idiot for staying with them this long. So avoid this chaos. When all is said and done, you end up spending the same or less for your repairs and most probably with less heartache. I should add my home is in Atlanta, not your usually high-end contractor location. Yet, i was paying $62/month for comprehensive coverage with add-ons. The basic coverage is beyond not worth it as there are so many coverage exceptions. So I still have to pay out of pocket for a plumber to update the dishwasher connection and then have FA install the dishwasher.

Had issue with heat pump dead of winter they sent people out they went over had to buy parts and order ok.. 75 service fee..then the parts came in.. another 75 service fee. Problem still not fixed so sent again 75 fee. Decided finally needed new heat pump, service company was doing what first american process wanted. He said replace in first place.. so had to wait for that and another 75 fee..now 4 months later they say I didn't pay one of the many service fees of 75.. well one times should been enough due to same issue all times.. and it took 3 months to fix causing my electric bill to be 1000 month to try and stay from freezing in 10 to 20 degree weather..

DISHONEST COMPANY - AVOID. The reviews on this site speak for themselves. Absolutely do not give this company your business. They have the worst customer service and are fundamentally dishonest with their customers. I had a microwave break. I spent a long time on the phone with the claims representative because a countertop microwave is not covered, but a built-in microwave is. They told me it would be $75 to have a serviceman come to inspect the microwave. I told them that I did not want to pay the $75 only for them to tell me it was a non-covered countertop microwave. Therefore, I spent a significant amount of time on the phone with the representative to determine whether my microwave was built-in or countertop. We went through the various factors. I explicitly stated my concern that I would pay $75 for the serviceman to come and then they would say it was countertop. The representative told me it was a built-in microwave (it is, in fact, built into our wall). I agree to have a serviceman come to it. He spends an hour or so working on the microwave (I stayed home from work to be there). He tells me that he needs to order parts in order to fix it and that First American will determine whether it wants the parts ordered and the microwaved fixed or whether it wants to just replace the microwave. I then call back to check on the claim and am told that the claim was closed because it was a countertop microwave and is not covered. I am then billed $75 for the serviceman's visit. I call back numerous times to dispute this, I spent HOURS on the phone, and everyone is rude and gives me different information. I am told to write to complain to a different address by each person I ask the address from. Some representatives I talk to tell me that it is a company policy that representatives may not give out their names. Other representatives give me their first and last name and the names of others I talk to. A representative tells me they only have a record of one call I made, when I have made numerous calls and have talked to numerous people, including a supervisor, which leads me to believe that First American does not keep record of all their customers' calls, an incredibly dishonest business practice. Most importantly, one representative told me I would not have to pay the $75 -- that it would be waived. When I continued to receive invoices, I called and was told there was no record of that and I would have to pay $75 dollars. This company is dishonest. They do not care about customer service. It was an enormous mistake to purchase home insurance from them. I will be writing a complaint to each address I was given until my situation is remedied. I will be including my state bar attorney number and the name of each person I dealt with and the times.

This place is absolutely terrible!! My basement flooded and they couldn't find a contractor for four days! I had to call them every day to find out when someone was coming out. I had no idea where the leak was coming from, but was told I needed to give them an idea so they could send someone out. I advised them the water heater was my guess. Four days past, I called them and told them I think it's something else and they told me they had to cancel the work order and start over. I told them I do not have the experience to diagnosis the issue and that is why I needed someone. It took so long I had to pay for my own contractor to come out, as I could no longer wait and play this game as my basement continued to flood. This home warranty company is a rip off and a complete joke! I called someone near me, they came out within 2 hours, diagnosised and fixed the problem. Cost me a ton of money, but I can't go without water and a flooded basement for days.

Do Not Use. Completely lied about the different services they covered. They never could find a contractor in my area to send out regarding a refrigerator I had that stopped working. The customer service number is a black hole. They continue to transfer your call until it culminates in no one answering. It just rings and rings and rings. The joke is on you as you cannot even leave a message. Trying to leave a paper trail is even more difficult. To top it off they have a highly fraudulent contract renewal practice. They send you a letter stating that if you DO NOT call them your contract will expire but after seeing the charges on your credit card and calling the 800 number they state that their practice is actually the exact opposite. They are not willing to refund anything because apparently you only have 30 days. That my friends is fraud.

We had a terrible experience with First American Home Warranty. We initiated a service request on May 16, 2018 because our AC was not working. It was incredibly hot in our house as we live in Atlanta so we needed it fixed promptly. The issue was that water was collecting in our emergency pan and then shutting off the AC to prevent flooding, but we didn't know the actual source of the problem. The first contractor assigned to us never responded to our calls, and he didn't respond to First American's calls either. We are not sure to this day if this contractor exists. We called First American again and asked if we could hire our own local person and get reimbursed because we live in Atlanta and have a baby who was struggling to sleep in the heat and this was becoming an urgent problem with no AC. First American said "no you have to go through one of our contractors." So we thought, okay but please take care of it ASAP. We had to go to Home Depot and buy our own siphoning equipment to keep our air running in the mean time. The second contractor they assigned was shockingly incompetent. He told us a pipe was clogged (not correct), said "did you hear that?" (no we didn't hear anything) "I unclogged the pipe!" (it's not clogged), used a Panera cup (yes, this was his professional equipment) to dump water out of our attic because he didn't even have basic siphoning tubing, broke our light bulb in the attic and left the stem of the light bulb in with shards of glass sticking out and didn't fix it (we couldn't just pull it out), and left our house saying he fixed the problem. Of course, he hadn't fixed the problem at all. If anything he had made it worse. So we called First American again and asked for another contractor. They said they could only do that after talking with Contractor #2 and seeing the report he submitted (which per them is supposed to be submitted within 48 hours). Then, surprise surprise, they couldn't reach him and a week later he still hadn't submitted his report (it's unclear whether he ever did). It took them a week to finally say okay we'll assign you someone else. By this time you'd think they would just agree to reimburse us to have someone trustworthy fix it, but they refused. Their customer service agents (including supervisors) were robots, always saying "I understand ma'am but there is nothing we can do. You must use our contractors because we have contractors who can fix the problem." This was a very frustrating assertion when they clearly DON'T have contractors who can fix the problem. They "escalated" our claim and assigned us a personal representative who never called us back when she was supposed to and never followed up. But, they did finally assign us a third contractor. So, our third contractor came out. He was a little better, at least we thought at first. He at least didn't use any paper Panera cups. He said he had to order a part. A couple weeks later we had to follow up because we hadn't heard anything. (In the meantime, keep in mind we are daily siphoning water ourselves from our attic to keep our AC running.) Finally Contractor #3 gets back to us and says okay we'll come Saturday between 1pm and 5pm but oh by the way, we had to order two of these parts (wrong- once we PAID someone competent we learned this wasn't even correct) and that will be an extra $85 that's not covered by the warranty. How is it not covered by a warranty that cost $600 for the year?? Regardless, we end up sitting at home on Saturday, waiting for this guy to come. We get a call right before 5 saying his truck broke down but he will "try" to call us Monday to reschedule. We haven't heard from him since. So ultimately we decided that we would rather pay our own person than have one of these joker warranty contractors come out and probably just mess up our AC even more or take months to even deal with it. I guess this is a victory for First American Home Warranty because they got their $600 and we still had to pay for our AC to be fixed. We hired someone great on our own on June 25 meaning we had waited for this terrible warranty company for almost six weeks before we gave up. He fixed the problem in two days and didn't have to order those "extra parts." The most ridiculous part is, we then get a voicemail from First American saying, "We are so glad your AC has been fixed by our contractor. We are sorry you had to pay the extra $85. Now your case is closed. Thank you for choosing First American Home Warranty." Their contractor never even came back to our house! How did they think this is what happened, and did this guy get paid for not even coming to our home? There are so many scams going on here I don't even know who's scamming who! The bottom line is- this has been an absolutely horrible experience and I can safely say this is probably the worst company I've ever had to deal with. They recently called us asking if we wanted to renew- and that was the easiest decision I ever made.

We have had an issue with our Air Conditioning Unit for 4 years in a row now. Each year First American sends out a Technician who refills the freon........they NEVER fixed the leak. This year the leak was too bad to just refill the freon. First American has taken over a month to try "fix" the problem. They then told us the correct part was no longer available (that is a lie) and that WE would have to pay to have the incorrect part modified (ridiculous!!) They have ordered the incorrect part 3 times now. The Local contractor who does the work for them has told us directly he can purchase the correct part locally in under 30 minutes.....the issue is First American doesn't want to pay what the part costs. Our home is in Tucson AZ, its friggin HOT. Today they finally mistakenly admitted they didn't want to pay the price to fix the AC unit with the correct part. They are trying to "buy us out" at a rate that would not come close to the expense of fixing the Unit. Our contract clearly states that they must "repair or replace" the unit.........they are attempting to do neither. They are non responsive and rude when we call. They don't return phone calls or send emails when they say they will. We are planning to sue them in small claims court if they don't honor the contract. I am also going to dedicate hours of my time writing bad reviews about them any place I can find. DO NOT USE THIS COMPANY!!

We had First American Home Warranty with our home purchase. Our A/C was out for three days while we kept waiting for them to fix it. Their A/C guy added freon to it since it was very low due to a leak. Did he fix the leak? No, because First American would not let him. Then our A/C stopped working again and the one guy they assigned it to fix (same person as before) was busy so we had to wait several day and it was 98 degrees in our house with high humidity. The repairman didn't put in our request until after close of business (6 hours later than when he visited us.) The repairman offered to fix it for $5,500 on the side. We were worried about the wood warping in our house and mold and couldn't wait over the weekend since it had already been 5 days. So we called three others A/C repairman to get quotes and paid out of pocket. It was finished within 36 hours at around $3,200. First American reimbursed us only $200. We did not renew. If you do not want cheap fixes to your house (one of your biggest investments), go elsewhere!!

Yes. It's a scam. They have an "out" with every claim. They can find a reason to deny any claim even legit claims. The junior Compliance Administrator, Jazmin H, that I dealt with even brags on her LinkedIn page, "Recognized for reducing company debt by winning and settling lawsuits". They stall. They are pleasant in an attempt to just keep the "wheel in motion" and accomplish nothing in hopes that you'll just go away. The half-wit contractors that work FAHW behalf are just as shady. I had a contractor tell me the only reason he does business with FAHW is they guaranteed him 2000 calls a year at $75 a call. That's $150,000 in just house calls, not in repairs!

I can't believe how bad these guys are. Been without hot water for 5 days....now we find out that the plumber that is coming out isn't even going to bring a new one....just complete a diagnostic so one can be ordered. The bottom is rusted out and water is leaking all over the place. They won't cover the damage. Even though I have been asking FIrst American online...and the contractor...today is the first day that I am told that they won't even be replacing the water heater for another 5-10 days. The customer service rep on the phone had the balls to tell me that we should heat water on the stove for a family of four...for showers. Worst company that I have ever dealt with. Should have the option of giving zero stars.

First American is awful! We have been customers since 2011-we have made a fee small claims for fridge, garage springs, water heater-however we have made several claims for our A/C and each time they send out crappy contractors with bad reviews and they never try to diagnose the problem. We were told we have a leak-but 2 companies didn’t even try to diagnose where it was or try to fix anything. However when I paid out of my own pocket for an A/C tune up they guy told me you need a nee unit this is 16 yrs old and to stop replacing parts bc it is not worth it and will only give you problems. Then they send another company out and the guy replaces the compacitor and added more freon from a month and a half prior to when freon was already added-so that tells you there is a leak. When i had the company that did the tune up come back out the compacitor never needed to be changed and he explained to me why we were having trouble with the A/C not cooling. So after 2 contractors and a total of a year and a half of service calls of $75 a pop and poor attitudes from First American as well as the contractors it’s still not fixed. We have now went with the company that did the tune up and are getting a nee unit installed and have requested cancellation with First American-and go figure have not rcvd a call back like said in the 24 hour timeframe-just like we never rcvd a callback in the timeframe promised regarding our A/C unit claim for a nee one. And First American is stuck on cleaning the A/C coils that are 16 yrs old bc one of the dumb contractors was picking at straws after replacing parts that were not needed and now oh the coils need to be cleaned. So they expected me to pay $425 for 16 year old coils to be cleaned so the idiot could damage them more and then have a bigger problem! I don’t think so. I will NEVER tell anyone to go with First American-their customer service people are beyond rude and do not care about you or your claims. And to make it worse we live in Florida and have had A/C issues all this time. Definitely not worth the $$ you pay for their warranty! And your lucky to get an American person when you call them-and you can never be transferred to a supervisor! They are the worst!

Having a policy with this company is like taking hundreds of dollars and lighting it on fire. It's a total scam. They cover almost nothing and when they do they payout a fraction of the cost and contract with low rated, unlicensed, unreliable providers. We recently needed to have our water heater replaced and after a week of jumping through hoops the plumber they assigned to us was a no-show. When I spoke to the plumber he was belligerent and combative. Then I reached out to FA and they told us there was nothing they could do, they couldn't assign us another contractor. We could take a minimal payout and then pay someone to do the work ourselves. Oh and did I mention we had to pay a $75 fee JUST to file the claim?? This is a terrible, useless service, take the money and put it in an interest-bearing savings account

This company is dishonest. This company takes your money and then creates reasons to not be responsible for your repairs. If you do get repair people, usually they are second rate and care more about First American Home Warranty’s bottom line at the expense of all of us customers. I finally had enough and tried to cancel both my properties. I was told to do it by email no live customer service to talk to. I received an auto response then nothing. I tried to call the next day to have cancellation confirmed and was hung up on. I wrote a second email and cancelled my automatic drafts, wrote negative review for Better Business Bureau. I tried calling again and was told they will take 30 more days to cancel my policies. I wrote two more negative reviews then was called and a real live person tried to argue their position as if I was wrong for canceling. Unbelievable !!! Beware. Stay away from this crooked and greedy company!!

My experience with First American home warranty has been awful. It is complete frustration. Our air conditioner has not worked properly for one and a half years. It is leaking in the coil of the unit but the company they’ve selected to cover my area will not do a test to determine the leak. We of course have paid for the leak test with another (reputable) company on our own along with over $600 worth of Freon. It takes the technician over two weeks to come for an appointment when I call. It’s disgraceful. I will never use their service again. I will tell anyone who is interested about my experience and certainly discourage anyone from getting their service.

Absolute garbage, we received a home warranty after buying a house. It is terrible customer service. They make you break down the quote from our plumber down to individual ball valves. They were also not going to pay for the removal of our water heater. I could understand a electric oven but a gas water heater where you have to disconnect gas lines. There was one person who was helping with our claim after a few days working with her she disappeared. We had her direct phone line and she said she would call no later than the next day and heard nothing for days so we had to start over and have since talked to 6 different people

DONT WASTE YOUR TIME OR MONEY ON THIS TERRIBLE COMPANY. My air conditioner has been out for 3 weeks now. They sent a technician out and he said it needs a new coil. That I would have to spend 1200$ out of pocket to bring it up to code. I asked First American what they would pay for the repair so I can decide whether to replace the entire unit or not. They said they would call me back with a number. Never heard back. I have now called 5 times in the past two weeks. Every time I am told they will call me back with a number. They still have not done so. I am on hold with them right now (30 minutes) as they still are trying to figure out what they will cover. This is by far the worst customer service experience I have ever had and to make matters worse I am without an air conditioner in the middle of Spring in Texas.

I would recommend not using this company. As usual, they will do anything in their power not to fix the issue or pay for anything. I had to submit multiple claims for the same problem. They contractor they "vetted" came out twice and was unable to diagnose or fix my issue. I had to spend time and money to try and fix the issue myself, but was unable to do so, so had to try and contact them again. They assigned the same contractor who wasn't able to fix the issue. When I asked to switch contractors, they said they couldn't do that. Essentially, they have wasted my time and money, a completely useless organization.

DO NOT waste your money on one of these home warranties! I am a real estate professional and have sent them a lot of customers in the past. I got a home warranty for myself on my home, and after being in the home discovered a major plumbing backflow problem. I had a professional plumber take a look at it to explain to me exactly what the problem was. He told me to call my home warranty company to do the job since it was covered. They sent out a very unprofessional plumber who ignored my requests when I tried to explain the issue to her. She did not complete the job and stated she would not charge me. However, about a month later I received a bill in the mail for a $75 service charge. On top of that, the problem worsened, and I now have sewage backing up into my sink. I called First American assuming they would be more helpful with the situation and at least remove the $75 service fee from my account, especially considering the worsened problem is going to cost me $1,000+ at this point. Their customer service representatives were very rude and kept interrupting me as I was trying to explain the story. They had no interest in helping whatsoever. They would rather make their $75 than keep customers satisfaction a priority.

My water heater required replacement and I requested service from First American. They sent out a technician who confirmed the water heater was indeed in need of replacement, but then the technician stated I needed to pay an additional $600 for items for code modifications not covered by the warranty. However, all of the items that were "not covered" already existed on the failed water heater. So how are these code modifications!!?? Trying to explain this to First American was like watching grass grow...they are not qualified to speak to customers on technical issues and continue to repeat what they were told to say from the manual. Left with no options, we took the pay out, which barely covered the costs of a replacement water heater. What's more disappointing, I was told that if I had purchased the next level of insurance coverage, FA could cover a portion of the additional charges! Strongly suggested to not purchase home warranty from this company. They do not believe in customer service and you will be extremely frustrated.

The repair companys sent to my home to date either wanted an outrageous deposit without giving me date of repair work to be started and 2nd one who reported he was understaffed to complete job now after starting claim on april 9th i am still without working ac was on hold over 30 mins for supervisor without any updates or anyone coming to line and being told to wait another 5 days for a 3rd repairman to come and test system for report of problem. No one is helping me, only offered 150 refund after i paid 300 for portable ac and almost 3 weeks later no closer to having issue fixed. My contract is up in june i feel like they are delaying so it will run out, and sending daily emails reminding me to renew, why would i renew when u wont fulfill ur side of contract in timely manner by having real repair companys

My HVAC needs a new evaporator coil (EC). First of all, this issue was diagnosed at the start of last fall and they did nothing but add freon, so I knew this Spring I'd be in the same spot I was last Fall. Sure enough, after another $75 service call fee...same diagnosis this Spring. Now, my cost of the repair is $545, First American's (FA) portion is $301. Labor to replace an EC is 2-3 hours and a new EC will range from $300-$1475. It doesn't take Einstein to figure out that I'm getting fleeced in this situation. I will say that when you do get someone on the phone at FA, they do a fine job if you can understand their English. FA has trained them well to stand firm, tow the company line, and continue to repeat the same lines time after time. If you're looking to be treated dishonestly and unfairly this is the company for you.

I've already reached out to this company to cancel my service. I've been a paying customer for almost three years now and in that time have been denied two out of three claims for repairs that were minimal in cost for them to cover in comparison to the hundreds of dollars I've paid to them in premiums over the years. They always seem to find a ridiculous loop hole to refuse their claim, which I've heard contractors both affiliated and unaffiliated confirm more than I once now. Most recently, I was denied because PART of something that needed to be repaired was located outside of the house, despite the fact that the issue also extended very clearly inside the house. Not to mention the actual repair is negligible in cost to them compared to what I've even just paid them this year. I've only grown more and more disappointed with their excuses and I hope others will avoid home warranties and simply save the money they would have spent in a savings account to prep for potential issues in the future. It is not with it.

I had a very poor experience with First American. My water heater started leaking and their tech said it needs to be replaced. He said it will cost me $535 out of pocket because the modifications are not covered. FA said they are paying the plumber $622 for parts and labor. Plus I paid $75 for visit charges. So cost of replacement through warranty is $1232. My local plumber quoted $800 for replacement. Why should I keep warranty. When I asked how much they would pay me for cash out they said $501.50. So they would pay their customer less than the contractor. First American is total rip off. Stay away and hire your own contractor.

First, I would give zero stars if I could. Our pool pump went out a week ago. We called to schedule someone to come out. Quickest they could have anybody out was today. So we took it. Nobody showed in the 4 hour timeframe they gave up. My husband called to see if someone would be coming out and they said "no they had to reschedule". Nobody notified us. My husband took a day off to be home and have this taken care of. He asked to speak with a supervisor and the supervisor was very rude and not helpful at all. He basically said he would put in another request but could not guarantee that someone would show. My husband asked for a refund of our $75 deductible and he said he would put in for it. So he asked to speak with whoever would be approving these requests and the man said he is the one since he is the Manager. His name is Andre. So my husband asked him if it would be approved and he said if you are asking me to make a decision today my decision would be no. I would highly recommend not wasting your time on this SCAM.

Air conditioner is not blowing cold air, technician came out for 5 min and said the unit required maintenance. I said, great make the repair to get the unit to work properly. He said, almost right from a script, no maintenance is not covered. I said the unit needs a repair to work properly and that maintenance by definition is to maintain something that works properly. He left after collecting the $95 service fee and the air conditioner does not work. Ok, so I called FAHW and they fed me the same maintenance excuse. Again, I said the unit does not need maintenance because it is not working, it needs to be repaired. Of course I got nowhere and my air conditioner does not work. Luckily for me I am a federal agent and know a scam when I see one and between me and my lawyer sister this will be investigated and litigated.

We could not be more disappointed working with First American Home Warranty. We had an issue with our refrigerator, and they sent out a technician 3 days later (we looked up the reviews on the company they sent, and the company had 2 stars and tons of complaints). When the tech came to diagnose this issue, he said he needed to order a part and it would get to us in a week or so. The next day, we called FA for the tracking number, they said they didn’t have it. We waited 3 days to get a tracking number for the part they supposedly ordered immediately. When the tech came back over a week later, he put the part in—the fridge was STILL not turning on. He said it looked like a different part actually had to be fixed, and laughed it off. He said he would order the other part, and it would be another week or so out. We immediately called FA after the tech left our home, and asked FA to change to a different company since we did not trust the work/competency of the company they chose. They denied our request! Over a week later, the tech comes back, attempts to install the SECOND part he has ordered—and the fridge STILL DOES NOT turn on. The tech gave up and said “it’s probably your compressor, but at this point, it should probably be replaced. I will recommend First Home Warranty replace your refrigerator.” The next day, I called FA and asked when we would get a new fridge, now that it had been almost 3 weeks of WASTED time. They said they SWITCHED our tech to Sears (even though they claimed they could not switch tech’s weeks prior when we requested them to do so). We were so frustrated and exhausted with trying to call FA, getting nothing but their voicemail to leave a message—then receiving a condescending email follow up hours later, instead of a cordial call back. Finally, after calling and calling FA, we let them know that it’s been almost a month since we have been without a fridge, we are living out of an ice chest, spending money every day eating out, and were sick of them avoiding trying to be helpful or resourceful. We asked who we could file a complaint with—ALL OF A SUDDEN, they were more than happy to offer us $75 toward a mini fridge to last us while the part was on its way (WHY was that not offered over 3 weeks ago?!). The sears tech came over a week later to install the compressor—which all in all was over a month of the fridge being out of service, hours of attempting to call FA, weeks of wasted time going from one tech to the next, THEM lying about tracking numbers/parts ordered. Terrible customer service. We will not be renewing with a company that does not treat their customers like fellow human beings, instead of just another “claim number” to avoid.