First American Home Warranty: Read 4,242 User Reviews From Real Homeowners

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M. Howard Norfolk, VA

The level of this company’s incompetence cannot be overstated. They will talk in circles, cancel any progress actually made with contractors, and make it nigh impossible to get contractors scheduled without making you jump through hoops. I would recommend this company to someone I truly hate so they can experience the levels of fury and frustration that truly should not even be associated due to their consistent incompetence and failure to accept responsibility for those shortcomings in the first place.

6 years ago

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Tom Clovis, CA

I have been on the phone for over an hour trying to get in touch with a local tech to check my A/C unit. Customer service would only put me in contact with a company in another county some 60 miles from my home. I live in a two town community of over a million population and they couldn't give me the name of a local tech? Now I must wait 24-36 hrs. to make an appointment I am told won't be for at least another nine days!! And they call this customer service?

6 years ago

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Mark Crestwood, KY

My wife and I used First American Home Warranty for our rental property. It turns out our warranty lapses without any notification about needing to renew it. When we realized this, we were told First American Home Warranty would not allow us to renew our warranty for that property. There was no reason given for this decision. The only thing that makes any sense is because we actually used the service, which was horrible. It took months sometimes for them to take care of certain things. I would not recommend them to anyone.

6 years ago

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Steven Williams Santa Rosa, CA

Horrible customer service! They do not return emails or calls, only way to get a hold of them is wait on hold forever to get someone that just tries to get you off the phone. I have an attic fan that I placed a claim on roughly 45 days ago and still can not get first american to get a contractor to come out. Every time I call to follow up there is a different excuse, they sure take my money on time though. I would HATE to depend on this company if it were something important broken.

6 years ago

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Christyn Stevens Huntersville, NC

They steal your money and refuse to send anyone out to fix the problem. I was just told they have the part and the approval but just can’t send someone out. The claim was started first week of April. They didn’t care that it’s 94 degrees and we have a 1 year old. They didn’t care that we have already paid for a service they refuse to fulfill. And they also acted as if the safety of our family in the extreme heat meant nothing. Do not use them!!

6 years ago

Reply from First American Home Warranty

We appreciate your feedback and look forward to being able to address your concerns directly with you.

Aug. 14th, 2019

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Geraldine little Memphis, TN

Please don’t go with this company. They give you the run around they send the worst and most unprofessional contractors and they have horrible customer service. I have called over and over about my washer they have had service calls and promised to give me a replacement but they have lied to me. I hate this company and I will never use them again.

6 years ago

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Ed Las Vegas, NV

Our pool equipment displayed an error code. We informed the service company when they contacted us to schedule the call what the error code was. The service provider arrived looked at the error display and told us it wasn't covered and we owed the service charge. They knew it wasn't covered before they came out what a scam. First American says we still owe them the service charge even though their provider is clearly dishonest.

6 years ago

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Christian Queen Creek, AZ

Biggest waste of money. We have attempted 3 claims, all 3 times were denied because their contractor said its not a problem. We got second third and fourth opinions and the consensus was it was a problem. We have had to pay out of pocket for a new washer and dryer, a new HVAC and now to fix major plumbing issues. It has been impossible to get any service with them and we get stuck paying their service fee each time.

6 years ago

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Julia Phoenix, AZ

I had a terrible experience with First American. Their system frequently drops calls, their customer service representatives told me multiple conflicting things about coverage (and exceptions to it), and the contractors they have partnered with are just as unresponsive. I never write reviews, but after a month of back-and-forth and literally the worst customer service I have ever experienced, I want to make it clear to anyone looking for a home warranty--do yourself a huge favor and look elsewhere.

6 years ago

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JOCELIN GIBBS Clayton, NC

This company pretends to be willing to cover the services they provide however the contractor never makes it to your home. I still have a pending service request from 2 weeks ago and every time I call they never have a note or reference of the appointments or prior call. I'm glad the seller provided this service because there is no way I would pay for them. The customer service reps are rude and unprofessional. They rush you or hang up on you. In my opinion they are a scam they have yet to provide a service. If I could give lower than 1 star I would.

6 years ago

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isaac kawa La Quinta, CA

Long Story short; After buying my home this year I tookik their insurance with almost only one item covered which is the A/C. I paid for that 600 per year, the A/C broke down and they are telling me that only part of it is insured and I still have to pay 700. So to take your money they are great but once they have to pay, they re not here anymore.If my complain is not handled quickly I will write a review everywhere so that word goes out

6 years ago

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Sandy Fresno, CA

I have had policies with First American for 20 years totaling more than 20K in premiums, a ceiling fan was only running on the lowest speed and when the technician called in to the Claims dept. to get permission to repair or replace this fan he was told that there is no mechanical failure and the fan is still working meanwhile this is summer in Fresno where temp rises about 100 deg.. I bought a new ceiling fan and paid the installer to replace it, so much for the home warranty. I am seriously considering if I wasted money all these years.

6 years ago

Reply from First American Home Warranty

We have reached out to the consumer directly requesting for additional information in order to review the complaint.

May. 14th, 2019

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Nancy Canyon Country, CA

I've been a customer since I purchased my home in 1997. They were great up until last year where all my three claims were denied for different issues. FAHW has received over $20K of my money in all these years for minimal fixes "plus" the service fees paid to technicians. I'm not sure if there's been a change in management but they have seen the last of my business. I've cancelled my service agreement.

6 years ago

Reply from First American Home Warranty

We have reached out to the consumer directly.

Apr. 29th, 2019

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John ward Alpharetta, GA

I'm definitely not recommend to peoples to buy home warranty with First American home warranty. They are horrible service and you week and week long to respond your request for service, I did claim for my refrigerator not cool and wait for a week they send some one in and they find the problem report to home warranty and wait for another week they send some one in look it and order parts. You have to wait for a month to get it done what you do with your food? Bad and bad horrible and horrible.....

6 years ago

Reply from First American Home Warranty

We have reached out to the consumer directly to assist with resolution.

Apr. 26th, 2019

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Daniel Hayes Apex, NC

I have multiple properties and they can't get the work orders Facilitated to the right property. Not to mention their contractors are charging more than double what the cost of the repair is to the customers and take much longer to get the repairs done. You can pick up a phone book or search online for for someone else and get it done cheaper and faster.

6 years ago

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Carol San Carlos, CA

When I purchased my house the sellers provided a warranty with first American. After the first year I continued to pay on the policy. One day I woke up to a hardwood kitchen floor covered in water. The water in the fridge leaked. I called first American and wouldn’t you know they didn’t cover the fridge. They claimed they covered all the other appliances. Really? In the policy it did not say fridge was excluded. They never covered a thing. Total waste. I would NOT recommend this company.

6 years ago

Reply from First American Home Warranty

We have reached out the consumer directly and awaiting additional information.

May. 16th, 2019

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Eden Memphis, TN

When my sink was messed up, it took them 3 weeks to get out. Then, after coming out, they had to order a part. 3 more weeks. Then came to install and had the wrong part ordered. I either had to wait or go buy my own. They said the one coming would be no where near as nice so I got my own. Then yesterday, they charged a card 3 times that should not have been on file. I used it to pay a service fee in December. They charged it in April. 3 times. Took 2hrs on the phone. An hour 2 days in a row to get it refunded.

6 years ago

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Lori Lubbock, TX

Not even worth one star but have to put that. FRAUDS!! You are better off saving your $62 a month on your own. They make up B/S so that they are not responsible for covering your claims. Their favorite word is “denied” and they use any excuse to deny you repairs and and especially replacements. I have waisted years of monthly payments to this crap company! DONT WAIST YOUR MONEY!!!!!

6 years ago

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Nancy Wake Forest, NC

Terrible customer service. Had coverage for our well and of course they said it wasn’t covered. Then $750.00 later they now want me to pay them a $75.00 service call. I called and told them at no time have I ever paid them directly and should go back to vendor that did the work. They said that I am liable for the payment . Horrible customer service. I will not renew my policy.

6 years ago

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Ohio Homeowners Bowling Green, OH

The services that they provide are so limited as to be useless. Nothing that you'd really need to be covered is actually covered by their technicians. They send people from out of town to look at something and then tell you they can't fix it. So you wind up having to call your own local repair folks anyway. Giant waste of time and money. Would not recommend.

6 years ago

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Melia Keller

The warranty had me pay $2,400 for heater repair and warrantied the work for only 30 days. No working heater and now out $2,400 for the their lousy work. They cited their fine print policy when denying to assist me in getting it working again. I had multiple issues with this company ranging from repairman no shows to double billing. Run hard and fast away from this warranty company.

6 years ago

Reply from First American Home Warranty

Hello Melia,

We appreciate your feedback and look forward to being able to address your concerns directly with you.

Thank you.

Mar. 25th, 2019

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Soyyoy09 Riverside, CA

The worst experience I've had as a home owner of over 10 years. I've been dealing with First American Home Warranty for 5 months for one service fee for my above ground spa. They sent out 2 different contractors that told us they can not provide any service as they don't work on above ground spas. (on our claim it was clearly stated was an above ground spa) We are still required to pay the service fee even though the contractors wouldn't help us in any way and they no showed more than 3 times. All I can say is stay away from this company!

6 years ago

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Jeff Merced, CA

SCAM! Purchased warranty and paid extra for Pool Equipment coverage. My timer shorted out and they denied the claim. Confirmed coverage for timers, circuit boards, and electrical. They denied the claim stating the Intermatic Timer was a "zone controller". I do not have zones, this is a pump on/off timer. After 20 days of dispute I paid a vendor out of pocket because my pool started getting cloudy.

6 years ago

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Brad El Paso, TX

This company is terrible. Their rates are only slightly better than the competition, but all they do is take your money and expect you to work out the rest. Whenever you come to them with any kind of issue or contractor complaint, they tell you that it's not their problem. If you schedule an emergency work order (like a busted pipe), they'll take 4+ to even respond to it. Then when they do, they'll schedule appointments with the contractor without talking to you, and tell you that you have to skip your work events to make time for them. Horrible customer service.

6 years ago

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Anita Konow Roseville, CA

I called to have a plumber come out to repair a leak. He showed up, looked at the leak and left. He said he would get back to us. He never did. I made numerous phone calls to the plumber, he never returned any calls and never came back to do the repair work. Yet, I am being threatened by First American to pay the $75 fee for repairs????? Really? No work was done. I have made numerous calls to First American and have been treated rudely. I will not be renewing

6 years ago

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Martin Nocera Carlsbad, CA

If I could rate zero stars, I would. I had a broken garage door torsion spring. I paid the $75 deductible for the broken spring to be fixed and another $75 to replace the other working spring, because this is highly recommended as the old working spring is likely to fail soon after. If protocol is to replace both springs, why am I paying two deductibles. I could have bought both springs for $60 shipped to my house and completed the work in 45 minutes. It took the technician about 15 minutes to do the whole job. What a racket.

6 years ago

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Steve Smith Garland, TX

Just purchased a 10 year old home. We got the First American Home Warranty to protect ourselves and within a few months, the microwave handle broke. My very small, wife opened it one day and it broke from the bottom. Not by force, no one was abusing it. First american denyed our claim as "the microwave handle is purely cosmetic and can be opened in alternate ways." i.e stick your hand under the microwave and pry it open from the crack. This is not a joke, this is not fake. Stay far away from this company. They will do what ever it takes to keep their money.

6 years ago

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Rishawn Kennesaw, GA

I asked them to fix a leak under the sink in my main bathroom, they sent a "plumber" that could not determine where the leak was coming from, he claimed the job was finished after he tightened the connection with the pipeline in the wall. Still had leaking issues called them back multiple times but they said that it might be my faucet leaking and they don't cover faucets. So they still charged me 75 dollars but we still have a leak under the sink.

6 years ago

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Fumiko Fisher-Fosdick San Bernardino, CA

I am not renewing my policy with First American H.W. after 17 years! The service is bad when you really need someone. They send low level workers who doesn’t care . The electrician fixed the breaker with wrong way. We were lucky that house did not burn down before we called someone local by myself . They tell the worker not to tell the customer that the replacement is needed. So the worker only fixes temporary that only last 1 day. Do not waste your money.

6 years ago

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John Galveston, TX

This company doesn't honor their contract with the homeowner. They breach their contract with the homeowner. They won't replace or repair a broken appliance and their reason is nowhere in the contract as being a valid reason to deny a claim. In fact, our contract stipulates that the appliance be repaired or replaced based on the part that is broken, however they will not abide by the contract. They have terrible customer service and terrible business practices.

6 years ago

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Becky C Cabot, AR

There was a home warranty on a home that we purchased. We decided to keep it just in case. Our a/c went out and it was 98 degrees outside. We were told it would be 4-5 days before they could get to it. I’m disabled now and I was disabled then , in which I stayed home. I told them to cram it and cancel the warranty. Thank goodness we had only made one payment.

6 years ago

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Noemi Sandoval Sanger, CA

I had this home warranty for two years and it was not worth it at all! It was a waste. Something as simple as a drawer in my fridge they wouldn’t replace. I had extra insurance on extra appliances but nothing it’s really cover. Even when replacing something it’s the cheapest material. The contractors they use have the worst customer service. You don’t have this home warranty? Good!

6 years ago

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David Leavitt Nokomis, FL

I have had dealings with First American Warranty several times in the last ten years..I'm am highly disappointed in their customer service and claim settlement...their service reps are confused and sometimes difficult to understand..three sets of broken administrative promises were made to me for claim settlement and each time they where bungled! When I asked to speak to a supervisor to outline my customer experience, she brushed me off in a disinterred manner, then talked over me and hung up on my call..very rude and unprofessional! David Leavitt. Florida

6 years ago

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Scott Scherff Shelbyville, KY

Terrible customer service. Does not get back to you with regards to questions. Gives you the run around on repairs and was unable to get contractors out to fix my water heater or air conditioner. My furnance went out and they sent someone to repair or replace. It's a replacement but now they want 882 for modifications. Cool... But what modifications and why? No answer. I got my answers though through American Shield... The same day I asked. First American is still avoiding and its been 2 weeks.

6 years ago

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Ashley B Katy, TX

Have been waiting 6 weeks for a microwave repair under Home Warranty. Multiple excuses that part can not be located. Filed repair request 6 weeks ago for an inoperable microwave. The repairman came said he had to order part returned with part Sept 28 microwave would not work said he needed a different part. Still waiting for that different part. Calls to the contractor and First American have gone unanswered. Calls to customer service are never returned or endless wait and hang up. Worst Home owners warranty I have ever had,

7 years ago

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Elijah Kariuki Maryville, TN

Make sure you read the fine print on the agreement. If they had a zero or less would reflect my actual rating of the company. Most new homes have tile and grout in the bathrooms and kitchen, but more specifically the bathroom is where you will have a leak... A major leak. If you are in the majority like I am and have a newly remodeled or upgraded new home then you more than likely have tile in the bathroom...THEY WILL NOT COVER ANY LEAKS IN THE BATHROOM... if they have to work around tile.

7 years ago

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Sherrill G. Norcross, GA

I had an issue with my refrigerator I called a technician came out. The technician told First American my kitchen floor wasn't level which is why the it was not working and based on the technician say they refused to do the repair. I questioned what the floor level had to do with it they would not answer. I cancelled the contract immediately. I had been with them 3 years prior to that. NEVER AGAIN!!!!

7 years ago

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manuel g dinovitzer Encino, CA

I thought AHS was bad, but First America is 100% worse. I had 2 calls in one years, plumbing the first, the repairman never shows up, and he entered as a completed, took me 2 months to get the 2nd repairman to come in. The refrigerator stopped working after 10 years, they sent a repair person that tells me is a missing part, OK, who took the part? the repairman???

7 years ago

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Carrie Conway Burlington, NC

I have been waiting for our AC units to be fixed properly since May the 15th. We are in NC and it’s been 85-90 here. They have sent the same company out twice and both times they leave without the issue being resolved so here we sit in a hot house for 5+ weeks! My electric bill went from $120 to $350 since the AC is running nonstop. What a joke!!!!!

7 years ago

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Gina Washington, DC

This company is in serious need for knowledgeable people. Every time you contact them each person acts as if they can't locate your file, on a few occasions they've contact a vendor who does exist anymore. I would not recommend this company to anyone who owns a home. We have been dealing with a HVAC problem since January and it is now June, and they still are giving us the run around with the same vendor.

7 years ago

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Johnean Smith Moore, SC

They are very unprofessional they do not protect single women. They dispatched contract workers to the homes of single women after work hours. They discriminate on basis of mannerisms discriminating against the disabled. They make fun of the costumers laugh and act childish and play discipline games. They had me go without air conditioning for approximately three weeks due to their own wrong choices. Contracting companies with only one star and acting like everything is the other companies fault. When had I paid out of pocket I would have had air in only a few days.

7 years ago

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Johnean Smith Moore, SC

First American has horrible customer service and they discriminate against the disabled. They are cold hearted and sinful. They compromise my health and well-being for a few laughs and jokes they are childish and uncompromising, I was without air conditioning for close to a month which was covered under my warranty. They sent a dispatch to my home after hours. When I leave this site I am going to report them to the BBB.

7 years ago

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Sally Scott North Myrtle Beach, SC

We placed a claim for our A/C unit on a Thursday. The contractor that was assigned could not even put us on his schedule until Wednesday of the next week. As this was the middle of the summer, we had to call someone else and they came the next day. I placed a call this week on Wednesday. They assigned a contractor that is over 2 hours away. When I tried to call them, the number was disconnected. I contacted First American about it and was told that the company knew the coverage area and would be in contact with me. They could care less. I will be changing warranty companies asap.

7 years ago

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Meghan Smith Louisville, KY

If I could give this company less than one star I would. We’ve been without electricity now for a week and they haven’t been able to even get anyone out here. They’ve “contracted” two different companies with people that never bothered to show up. My husband took off work multiple times as well as myself to get an electrician here and we still haven’t seen anyone. We will definitely not be renewing our home warranty with these people. They are the absolute worst.

7 years ago

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Sukumar GA

This warranty company is under new management and this new management is in the habit of avoiding to fix the repairs. When they see that the claim involves a expensive repairs, their representatives show the aptitude "If you are not happy, you can leave". Really bad experience. Its better to not have a warranty that to have warranty of such crooks.

8 years ago

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HellasBlue Odessa, FL

Lately, the service providers they have been sending out have provided subpar service. Small issues sometimes require the service company to return multiple times due to their initial repair being completed incorrectly. While the coverage is good, their vendors are not. They are also very slow to schedule repairs. They really need to look at the repair companies they choose to work with. If there were better options I would absolutely sign somewhere else

1 year ago

Reply from First American Home Warranty

Thank you for sharing your recent experience. We take all feedback provided to us seriously, as it helps us to make changes where needed. We have requested your claim information privately so we can investigate this further. We hope the next time you may need us, you will give us another chance to meet your needs.

Mar. 6th, 2024

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Bunny Garlington Weatherford, TX

This was the Home Warranty Company when I bought my home. Trying to call in for a service request was a nightmare. They used an Indian Call Center and the folks were all but impossible to understand. They only covered one thing, a broken ceiling fan.

2 years ago

Reply from First American Home Warranty

Thank you for sharing this feedback with us. We were unable to locate your claim with only the name provided, and would like to look into this further. Please provide us with additional information such as claim/work order number.

Jun. 19th, 2023

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Bryce Coonce

The company has it's good qualities and its bad ones. They are not fast to send people out and have an "approved list" of parts and places to get parts. This means your system is down if the part takes a while to ship. Even if you can go get it at the store right now, they won't allow it. Customer service is better than others though.

2 years ago

Reply from First American Home Warranty

Bryce, Thank you for your comments. We are disappointed to hear that you have experienced a delay with a claim. We have a process when evaluating and determining an outcome for our customers, and do our best to keep this process moving forward until resolved. We look forward to providing you great service in the future.

Feb. 27th, 2023

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gricel valdez Yuma, AZ

I had this company when I first bought my house. Never had a claim. 2 years onto the program protection my pool pump went. No problem I thought. I paid all my premiums on time. I have the extra pool protection I should be covered right? Well I was covered BUT they had to send there service guy who was backed up for a week. I asked was there anyone else they could send. The answer was no. Dead of summer and no pump. How green do you think my pool turned? The service guy came out almost a week later. Authorized the pump but told me he couldn't get a pump for 6 weeks! By the time I got my pump I had to drain the pool, replace the filter and eventually replaster the pool because of the damage done by the algae. This company cost me thousands because they only used one pool service company out of 50 or so. Was it covered? Yes. Was it worth it ? No.

3 years ago

Reply from First American Home Warranty

7/11/2022 Update:
Hello Gricel,

Thank you for bringing this issue to our attention. We are always looking for ways to better our service and your feedback is an invaluable part of the process. First American’s records indicate that on May 8, 2019, you placed a claim for your pool pump went out, algae went into the filter, backwashed into the pool and the pump is too strong. On June 7, 2019, contractor Green Valley Pool & Patio of Yuma LLC (Green Valley) completed all necessary repairs. On June 12, 2019, you confirmed the repairs completed and no additional failures reported. Please be advised, the company is not responsible for any secondary damages. You may refer to your warranty contract, Limits of Liability Number Five, which states:

“COMPANY IS NOT RESPONSIBLE FOR CONSEQUENTIAL, INCIDENTAL, EMOTIONAL DISTRESS, PAIN OR SUFFERING, TORT OR EXEMPLARY DAMAGES, SECONDARY DAMAGE, LOSS RESULTING FROM THE MALFUNCTION OF ANY ITEM, OR A CONTRACTOR’S DELAY OR NEGLECT IN PROVIDING, OR FAILING TO PROVIDE, REPAIR OR REPLACEMENT OF AN ITEM.”

First American considers this claim closed.
Thank you,

Jul. 11th, 2022

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Sade b Oklahoma City, OK

First american home warranty is a great company! I use to have a warranty with them and their customer service was great! They helped with any service i needed

4 years ago

Reply from First American Home Warranty

Sade, We appreciate you taking the time to share your review with us. It is fantastic to know that you had a five star experience!

Oct. 28th, 2021

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