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First American Home Warranty


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Item Covered Under Home Warranty Not Upheld
Posted by on 04/11/2003
RESEDA, CALIFORNIA -- First American Home Buyers Protection Corporation sent THEIR contractor (J&Y Appliance - 626-358-3537) out to check our telephone wiring and he said it was the wiring and not the phone jacks, which is covered in the warranty. Insurance said it was the phone company's responsibility. Phone company said they are only responsible for outside wiring line to point of entry and since we have one line that works, it's not their wiring or property. Ive called daily to get a copy of the contractors report. Insurance refuses to give me a logical answer or a copy of the report and so does the contractor, Alex, who wont even call me back.

First American Home Buyers Protection Corporations warranty clearly states in writing that they cover Telephone Wiring, but not phone jacks or wiring which is the property of the phone company. The phone company states that they are only responsible for outside wiring line to the point of entry and since we have one line that works its not their wiring, because its not their property.
Their running a scam - you pay into them for coverage and get nothing in return except a fee to have the contractor come out. They said they would send another of THEIR contractors to come out for yet another service fee - but how can we possibly trust the contractors they send?
     
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Scam Artists!
Posted by Allison the Mom on 08/17/2009
VAN NUYS, CALIFORNIA -- First American Home Buyer's "Protection" Corporation are scam artists. I wish I'd gone with Old Republic. We have them for our other house and they've been great. The only reason we didn't use them this time is that First American gave me a hard sell, had lower fees for a duplex than did OR, and gave me a discount b/c we'd installed new central a/c (under the installer's warranty).

They have been horrible from the start - not faxing the invoice to my title company so that the policy could get started, making me wait 8 hours for a customer representative call-back on a major plumbing emergency. The actual plumber didn't call till at least 24 hours after THAT call. I had another licensed plumber there when the representative called (I'd called him b/c we know he's highly skilled and honest and I'd forgotten that the issue might have been covered by the warranty). I explained to the representative this could not wait and said could they reimburse me if I paid the guy who was there at that point. They said absolutely not (OR would've done this - have done it in the past).

I said in that case I wanted to cancel my policy. They said they wouldn't let me!!!!!!!! I asked to speak to a supervisor, and the guy said he WAS a supervisor and actually laughed at me! I'd had it only a week or 2 at that point and they'd told me in their sales pitch there was a 30-day no-questions-asked cancellation period.

They've already collected their 2nd payment from my credit card (3 weeks after the initial payment!). I've closed my credit card to prevent them from stealing any more money. I'm going through the BBB and fighting them.

They are truly scam artists. STAY AWAY FROM THEM!!!!
     
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Posted by Anonymous on 2009-08-17:
Just because you were told there is a 30-day cancellation period doesn't mean it exists. Read your copy of the contract for any mention of a cancellation period. Their web pages say nothing about cancellations only that a sample contract can be requested.
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Scam
Posted by Whirlwind Girl on 07/13/2008
Sunday, June 30th, my AC stopped blowing out cold air. We called the First American Home Buyers Protection Corporation to file a claim and have the AC fixed. No one returned our call. The following day, we called and got confirmation that Glatfelter & Sons would come out and service our AC on Wednesday July 2nd. A technician came out and put in so much Freon in our unit that his bottle froze up. We had to provide a bucket of hot water. Later that day, I came home from work and the AC unit was making a god-awful noise like metal on metal. I had to shut the AC off, call the home warranty company to get someone out to figure out what happened. I called the AC technician too who did not return my calls. The warranty company assured me they would find someone immediately and they would call me back. Surprisingly enough, they did not.

Thursday, July 3rd, I called the warranty company several times as did my husband to find out the status of the claim and to find out when a technician would be dispatched to resolve the issue. I have severe allergies and take prescription medication Xyzal, Nasonex and Arbuterol. With the windows open for 5 days, the grass pollen also being high, I have to take Benadryl on top of that medication (50mg) every six hours making me zombie like an unable to function. I made this a medical claim with the warranty company who assured me that they would get emergency dispatch to find us a contractor.

Friday, July 4th, the second contractor came out and looked at our unit. He was extremely knowledgeable and competent. We told him what the first technician did and he was stumped. In all of his experience and his boss's experience (30+ years), he has NEVER heard of anyone using that much Freon on an AC unit. He told us the guy had blown the compressor and the condenser and evaporator coil would need to be replaced. He called the warranty company who was only going to pay him for 3 hours of his time even though he had been at our house with travel time 4 hours. He lives in Lebanon and we are located an hour and a half away in Hanover. So, he left.

Later that day, after much arguing, I was talking with Eileen (a supervisor with First American), who went back and said that they decided to approve the second technician after all. She had originally said that they were going to hire a third company to come out and give an estimate to fix our unit....which makes no sense when the competent technician was already there and could have got the process of repair started. The hold up with the warranty company then became the paperwork. They needed to have the quote in writing to break down the cost of the job. Every day, for five days, the contractor faxed and called in the price. The warranty company kept claiming they did not have the information.

Wednesday, July 9th - Spoke to Angela (another supervisor) assured me that she would personally call the contractor and get the information, get the job approved and have our AC fixed. She assured me that a third technician would not have to be hired that they were going with the second company.

Thursday, July 10th - Spoke to Daniel (another supervisor) at the warranty company. They rejected the second company's bid and were going with a third technician. The third company would call us by EOB Thursday. Daniel would also call us back and let us know the status. Again, no one returned our call. We called again and spoke to a claims representative on the main number. All the supervisor extensions we have went straight to voice mail. This person told us that a contractor (All Done Mechanical) was hired to be our third technician and would contact us by EOB. Angela called and left a message that she was personally taking care of this claim and would have an answer and a technician for us...even though we were told by someone else that a third contractor was already hired.

Friday, July 11th - We are currently on hold with a third supervisor on this one call (it's been 2 hours of arguing). They do not have a third company hired. They are going to go with the second company and want to call us back. We are refusing to get off the phone until we have an appointment to get the AC fixed. Now they are back on the phone saying they are trying to get a third company and are not going with the second one. FREAKING RIDICULOUS!!!!!!!!!!

Sunday, July 13th – We still do not have an appointment set for a third technician to come out. We’ve spoken to Eileen (#3627), Angela (#2422), Noel (#3560), Daniel (#2978), Karen (#2381) and Serena (#4040). We’ve left messages repeatedly with all of them including Wiley (#2224) and Porsche (#4834). Serena said she would call in 30 minutes, it’s almost an hour.

We had to stay at a hotel for two days because my allergies were killing me. Tonight we are back home and it's 95 degrees outside right now.

I have 4 pages of all the calls logged just by myself. They do not include all the calls my husband has made for the last 14 days.

I am frustrated and confused as to how they are allowed to operate as a business. Their first technician destroyed our AC unit. The second one could have fixed it. They didn’t like the price of the second one so they want to go with a third one but now are going back to the second one…allegedly. The bottom line is that they said we can call our own contractor and get reimbursed by the warranty company. We are not going to do that, because I am pretty confident they will refuse to pay us.
     
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Posted by Anonymous on 2008-07-13:
All home warranty companies are a rip off.
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Denied on false premise
Posted by Firstamerijoke on 10/22/2007
PORTLAND, OREGON -- First American Complaint (Warranty not insurance = Not Regulated by your State Insurance Division)

Sure, I have a story. A month into this claim and no oven repair. 1st Tech said, Parts no longer available, need to replace unit." They sent for a second opinion. Second tech said no parts available, but he could retrofit from other ovens. Next day, claim denied due to pre-existing problem. I sent them a copy of the home inspection that stated that the oven worked. I called first tech., he said oven could break at any time, through normal use. First tech offered to have First Am. call him to confirm. First Am. said, denied, denied, denied. I have phone calls recorded, kinda funny when you listen and hear conflicting information from the representatives. If I get emails, I will post it on the net as a podcast or youtube for you listening pleasure.

I got an attorney and also made a complaint with BBB as described below, currently the tech is waiting for parts First American promised to send him that Hotpint/GE said, do not exist anymore.

First though and important NOTE!! First American Home Buyers Protection Corporation is not an insurance company.

They are NOT REGULATED!
They sell a warranty. You can sell a warranty too! No insurance license needed.
This means that your state's insurance division is powerless. Call them, they will tell you.

Your State's Department of Justice has a little bite but mostly they can gnaw, but have no bite.

Better Business Bureau. This will help to some degree. If you make a proper complaint, a First American representative will contact you.
IMPORTANT: You must make a complaint with the BBB in their home town. Here is a link for Better Business Bureau that they belong to: http://www.labbb.org

First American Home Buyers Protection
P.O. Box 10180
Van Nuys, CA 91410-1980
Contact: Kristin
Phone: (800) 553-6699


P.S. There are 1019 complaints in the last 36 months. Thats over 306 a year, Better Business Bureau complaints. How many people have time for this?? Most will just replace or pay Sears to fix it out of their own pocket.
     
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Posted by Anonymous on 2007-10-22:
By legal definition, a warranty can only be provided by either the manufacturer or a repair company. What you should have is a service agreement, I know it is splitting hairs. Anyway, states vary widley in these circumstances. The first thing I would do is file a small claims suit for the cost of the replacement of the oven, then I would contact your states attorney general for assistance. Do yourself a favor and print out their webpage because I quote "We have no obsolute parts clause, if we can't fix it, we replace it". Good Luck
Posted by moneybags on 2007-10-22:
Did a real estate company sell this policy? Most are sold when a new home is bought. Contact your agent. Many times, a RE company has a "preferred" warranty company and have representatives that they can contact to intercede on your behalf. Also, contact your local Board of Realtors. This company may be an associate member and they may be able to offer assistance. Good luck.
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First American Home Warranty Nightmare
Posted by Iris Mendre on 08/16/2010
First American Home warranty has failed to honor their claims and seems to only work with unreasonable, or incompetent contractors. I have had an open service claim for my stove since late last year, and it is now mid August. Initially the contractor (L & S) refused to schedule service outside my work schedule (7 am - 2 pm). They said I would have to be home between 8 and 5 and would not be more specific or flexible in any way. The warranty itself, as well as the customer service recording when you are on hold, says "Service is aailable 24 hrs. a day 365 days a year. This is a false claim. When I decided to cancel my policy, I was contacted by a representative who apologized and assured me the matter would be resolved. On July 1st, another technician was dispatched, from the same company, who now mysteriously was able to schedule until 9pm. The technician came out, the service fee was paid, and I was told a part had to be ordered. I also had discussed with him another issue which I suspected would not be covered and he was going to find out and let me know how much it would be to fix. When they called to let me know the part was in, I requested the same technician and was assured he would be the one sent out. Instead, another guy showed up. The new technician, looked over the unit briefly and then went outside. I did not realize that he just left and never even said a word to me. The stove was not fixed and no one ever called me from the contractor or First American. Several weeks later, I put in a new request for service on my air conditioner, and an inquiry on the existing service request for the stove with all of the details of what transpired. I received an email reply that I could not respond to, and it had nothing to do with the stove. It said that a complete diagnosis for my "air conditioner" had been requested, that the contractor said they were unable to locate parts and that if they couldn't get the parts, a replacement would be covered. It seems no one knows what is going on, as when I made another telephone inquiry to customer service, I was told that notations were not made to my account about the matter and I will be called back. Nice.
     
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Posted by Venice09 on 2010-08-16:
I can't believe the tech just walked out leaving you with a broken stove and didn't even say anything! Unless he suddenly fell ill, there simply is no excuse.

This is another example of horrible warranty service. I don't know what's worse, the incompetency or the lack of parts. Not only does this company have your money, but you are forced to use THEIR service people. If they gave you what you paid for, it wouldn't be so bad, but you're stuck with broken appliances and the aggravation and inconvenience of having to deal with these people. It's a no win situation for you.
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First American Really Stinks
Posted by RCA on 07/28/2010
CA -- I purchased the home warranty protection with 1st American, upon the suggestion of my realtor. I filed 3 separate claims over the 1st few mths, not surprising as the house was built in 1977 & a foreclosure. The claims were:

1- electrical stemming around what turned out to be a ceiling fan. the guy they sent out said he saw nothing wrong. I hired an electrician, who upon removing the fan immediately said the motor was extremely hot & the fan needed replacing, which he did

2- my upstairs air condition, set to hold at 82º, changes degrees itself 3 or 4 nights a week to 78º, 67º, or 55º. The repair guy said something like ‘I don’t see anything wrong & if I don’t see it then there is nothing wrong’ & actually asked if I was sure. To which I pointed out the degrees change at night & apparently it is the thermostat. He repeated there was nothing wrong & it was just my imagination.

3- pool valves can not be turned. according to my previous pool guy were rusted from age & lack of use. He is a rather strong guy & could barely turn 1 or 2 of the 5. I’m a female 63 yrs old & can’t even budge them. The repair guy 1st American sent went back & said he had no problem opening & closing the valves, which was not true. I stood there watching his attempts & he told me “these valves are very old, put in when the pool was first install, which is probably about 25 or 30 yrs old. We will have to take them out & put in the newer types of valves”.


All claims were denied!! So I filed a complaint with the BBB (better business bureau)
     
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Worthless Warranty service
Posted by Rbofannin on 07/24/2010
VAN NUYS, CALIFORNIA --
Recently we bought a house in Texas that my wife fell in love with.
First American Home Warranty was "recommended" by the seller's realtor some we mistakenly went with them. Last week we called them about some electrical issues in our home. Some outlets had quit working in a couple of rooms. After we called FAHW, an electrical contractor finally came by a week later. The electrical apprentice spent more than a hour at our house. He really didn't do much but check a few outlets, take some pictures and write a report. I thought, what the hell are the photos for? He'd assured us he'd be back in a day or two to run some new electrical wires. Had to pay the guy $60 for basically nothing. Allegedly some wires had burned out behind one of the walls (?). How that happened he couldn't quite explain. That's when I started to get a bad feeling about FAHW and their electrical contractor, Allsafe out of Desota, Texas. The repair cost was allegedly gonna be rather high... Four days later, nothings happened. Finally five days later AHW called us to let us know the claim was denied.
The denial had nothing to do with the issue of concern. The denial was based on some some additional electrical lines the home's previous had installed near the service panel. Thought the lines were not active and had in no way been connected to the breaker box, AHW denied the claim. Also, some screws were missing from some face place - another reason to deny an honest and fair claim.
Please be advised that AHW and their contractors are not interested in fixing your home problems - their job is to find any angle they can to deny your claim. I called a guy from Craigs list the same day, he showed up the next morning and fixed the problem within an hour. It cost us less than the service call we had to pay to the AHW contractor - who did absolutely nothing but collect a check from us and make some promises about coming back in a day or two to fix the problem.
It actually took less time for the second electrician to fix the problem than it took for AHW's contractor to write his report and take his pictures.
AHW is a dishonest and unfair company.
Their motto is to analyze the issue and deny the request based on each and every condition that deviates in any way, matter or form from the strictest regulations and criteria that can be enforced in your County, City or State.
If you don't want to disappointed and ripped off - don't use AHW.
Thanks,
Rob Fanning
Texas
     
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Posted by Venice09 on 2010-07-24:
It seems like no one wants to honor warranties anymore. They just want to take your money and be done with you. And once they do have your money, there's not much you can do about it.

Nice review. I'm glad you got the problem fixed. Good luck in your new home.
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Happy with my Home Warranty
Posted by Bvaz69 on 05/14/2010
I just bought my home warranty with FIRST AMERICAN HOME WARRANTY company this month,
May 12, 2010 my ac stop cooling enough, I call customer service to make a claim around 4:00 pm, the lady told me the service provider will contact me within 24 hours to set up a visit,
the next 2 hours I got the phone call (around 6:00 pm) the provider told me he have an opening the very next day at 10:00 am, he was next day checking my ac, he said they have to come back to get it fix, because one of the pipes was frozen and they can not perform the job due to this pipe...
the very next day May 14, 2010 the technician was again in my house, and I was told the coil was dirty and it need to be clean for $165.00 plus the $55.00 service call... they fix my ac with no problem, and I have no complaint with it..
also I got a second opinion from a local ac company, I was told to do this job they will charge between $400.00 to $500.00 dollars, and they will not recommend this job to be done, this other company want to change the coil for the amount of $1,700.00
I'm not an ac technician but my ac unit seems to need to be cleaned and recharged because is not cool enough only...
I'M SO GLAD I BOUGTH MY HOME WARRANTY WITH FIRST AMERICAN, they save me a lot of money and headache,
I paid the total of $220.00 and my ac is cooling like new again

     
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First American Home Buyers Rip Off Corp.
Posted by Mason Bman on 06/02/2009
CALIFORNIA -- On May 31 of 2008 we closed on our first home, which was provided with a home warranty from First American Home Buyers Protection Corp. Our first negative experience came a month into the warranty when FAHBPC sent us a bill for for $100 for service from March (before we owned or even put an offer on the home). It took 4 separate phone calls to FAHBPC @ about a 30 minute Hold EACH TIME! to deal with it. My first 2 half hour wait calls ended up with me speaking to someone for about 3 minutes who hung up on me! My 3rd call had me talking to someone that transferred me to another hold that I gave up on after 10 minutes. On the 4th call I got a lady who listened and said "no problem, we will just write it off". No more bill. Well after about 10 more months we finally needed (our first) service, on our pool - which was specifically included in the Warranty bought for this home.

They sent a service tech. who came into my back yard, disconnected every part of the pump, disassembled the pump into about 20 pieces, and after about 10 minutes of being there stood up and said "we don't have the parts". He asked for his service fee, when I gave it to him... He left - with my pump in pieces and now my pool leaking from the disconnected parts. After a few days we called and were told that they had to order a part and would be back in about 2 to 3 weeks. I stated that that was unacceptable, we are in Memphis where you can Fed EX anything in the world here in 2 days! We even offered to pay for the priority shipping, also waiting 2 - 3 weeks of no pump or filtering of pool water will RUIN the POOL (we consulted 3 other companies)! Well it turns out that the 2 weeks for shipping a part is coincidentally just after our policy expires! Both the service tech. and FAHBPC basically said that it would still be 2 - 3 weeks and they would do nothing to service the pool in the meantime. We told them to Forget it and bought a new pump ourselves.

THEN! it gets better. Turns out that the $100 bill that was never ours, that was "written off" is showing up as past 60 days late write off on our credit report which has lowered our near perfect credit score. Our year warranty with FAHBPC cost us countless cell minutes, wasted time, destroying our pool pump, flooding our back yard, lowering our credit score, and extreme frustration. Afterwards they asked me to pay my bill to renew the policy... No way in Hell!
     
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Posted by Soaring Consumer on 2009-06-02:
I suggest that you write a letter of dispute to the credit bureaus in certified mail.
Posted by Andanda on 2009-06-28:
I had the same awful experience with this company. I took the premium insurance and paid almost $800/year. They replace my dishwasher with a reconditioned one instead of a new dishwsaher after fighting with the company for 6 months. The "new" dishwasher stopped working in the first week, leaked and destroyed one of my cabinets. This company is a total joke. No work worder was honored or resolved.
Posted by Andanda on 2009-06-28:
I ended up spending more money myself to resolve all the issues. And there is no escalation process within the company. They place you on hold for hours and hours and nothing gets resolved.
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Poor Services
Posted by Dizzy dee on 03/02/2009
First American was great until the last 2 years. I have had 3 different run in myself and one for my mother.

On my mom case they left a 68 year old women without air for 2 1/2 months in 115 degree weather. Yes that is right, they sent 3 different contractors, each one of the contractor said it was broke. The first guy came and left, after collecting the $ 55.00 dollars, saying its broke. Never to be seen again. The next two wrote up estimates for a new a/c unit and said they forwarded it to First American. I felt that First American did not like being told they needed to honor the claim, so they kept sending out people, to delay the claim. They were called daily, each time by me. I was told they had no paperwork, that the tech had not made any comments, I had the paperwork it was plain as day. Unit is no longer functioning, recommend replacement. I contacted, both companies that came out and was told, they had forwarded it to the company yet the company did not have it. They forwarded it to my office and I sent it a total of 5 times myself. They did not pay for the unit my mother did out of pocket. They told us after more than a dozen calls : There is no ac units in Las Vegas therefore we have none to install. They failed on her behalf.

On the 3 times I had a run in saying that there is nothing wrong with the ac unit even though the coldest it ever got was 96 degrees. Out side it was 114, and there was nothing wrong. We paid the $55.00 just to be told there was nothing wrong! The next company sent on the same problem actually spent more than 17 minutes on the roof and said the fan motor was going out and seizing up. He changed it we were fine.

Hot water heater issue they put in the last one, it is flushed once a year. We told them the heating element was going out. There tech said we had the hot water heater turned down too much. Two weeks later we had no hot water, and they sent someone else, who said that we must turn it up until he looked at the setting and said we burned it out by having it too high.

Now is this anyway to treat customers? They really could careless, it please hold, please hold.. One time the call center thought she had placed me on hold to ask her manager a question for service, and she did not. I heard about her weekend with her boyfriend for 3 to 4 minutes. When she came back to me she said, her manager was not available and I continue holding (now more than 30 minutes) or they could call back.. Don't let them call you back they will not.
     
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Posted by Soaring Consumer on 2009-03-03:
I suggest suing them for insurance fraud and taking advantage of the elderly.

What they did was purely ridiculous.
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