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No Truth and Honor in Their Business Dealings
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

VAN NUYS, CALIFORNIA -- I gave them a 1 but wanted to give them a big fat 0. Unfortunately, this site requires something in the rating. I closed on my new home on 17 OCT. 2016. The seller purchased a home warranty from First American Home Buyers Protection Corporation (FAHW) to transfer to me at closing. After moving into the home that day, I noticed the master bathroom toilet leaking so I turned off the water cutoff for that toilet.

On Sunday, 23 OCT. 2016, I went to check about the leak with the toilet tank. I turned on the valve and the CPVC line snapped behind the wall at the toilet. I looked inside the house for the house cutoff and went under the crawlspace to find it. In the dark, I lightly touched the line at a second expansion tank and that water line snapped also. I had to turn the water off at the street.

The bathroom upstairs and carpeting in the bedroom got wet as well as the ceiling downstairs, light fixtures, and fan downstairs in the foyer area. I called the FAHW to file a claim due to the brochure I was given at closing because it clearly states on the front bottom of the cover that "COVERAGE OF UNKNOWN CONDITIONS which can include rust, corrosion, sediment, and problems due to lack of maintenance" as well as "Plumbing System includes polybutylene piping" but was told then I could not file a claim since payment hadn't been received from my closing attorney.

My agent contacted my closing attorney and their office contacted FAHW, and only then was I able to get online to file a claim. The site info said that "Coverages Ordered, Eagle Premier + Sellers Coverage -- Your contract includes coverage for the following items: Seller/Buyer Plumbing System." A plumber was sent from FAHW and the plumber assessed and submitted to them photos as well as info about the state of the CPVC and water damage.

My claim was denied 25 OCT. 2016 because it was stated by FAHW that this was not usual wear and tear, and that I broke the water line, and therefore it wouldn't be covered in my contract. I told them that the two pieces of information I had says that it is covered. Then I was told that the service contract that they had (which I couldn't get access to due to the "awaiting funds" situation) says that in a certain section that it wouldn't be covered. I felt that this company had misrepresented themselves in what they say they cover and has used information to deny my claim that I am not privy to have.

I filed a complaint with the NCDOJ on 01 NOV. 2016. Dawn ** (800.992.3400, Ext. **) at FAHW contacted me via their website and by phone 02 NOV. 2016. She informed me that they had reopened the claim and wanted the following information from me:

"First American, Wednesday, Nov. 2, 2016 at 9:13 AM. Good morning: You will need to fax in a written report from a licensed contractor that states that this is normal wear and tear, and/or proof that this PVC piping is defective. Then it will be reviewed by my supervisor before a decision is made. You can fax that information to 800-700-4457 and reference your claim number **. Thank you for choosing First American. Have a good day."

I received the information they wanted 07 NOV. 2016 from a licensed contractor. It said: "We recently visited the address to handle misc. plumbing issues for the owner. Two of the issues we addressed were cracked CPVC fittings, both caused leaks, one in the wall on the 2nd floor and the other in the crawlspace. The leaks were from the normal wear and tear of CPVC and its nature to become brittle over time. This is very common of CPVC, so much that we have a waiver that we require our customers to sign before we will work on a plumbing system containing the material. CPVC is not deemed a defective material, but has a history of causing issues where it has been plumbed."

On 16 NOV. 2016, I happened to see on FAHW's site that my claim was denied again. I talked with Alexandria ** (800.992.3400, Ext. **) and she told me so many conflicting reasons as to why my claim was denied again. Not only does FAHW give misinformation, but found every loophole they could to keep from honoring their warranty and fixing my plumbing system issue in my newly acquired home. I feel that this is a flagrant abuse of truth in advertising and that every homeowner should be aware of FAHW's "scamtastic" ways as well as with other home warranty companies out there.

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Unresolved Hvac Issues
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PHOENIX, AZ, ARIZONA -- This company is horrible! My pregnant wife, two children and I have been without AC in our home since Mother's Day morning! It took 4 days for a technician to come out and they said they couldn't fix my unit! They were only at my house for 20 minutes maximum. I called the warranty to ask for another technician who could work on our unit and to rush the request. They finally did this, and a new technician came this past Friday. He was much more thorough and advised we needed a full replacement for our AC Unit. He stated he would submit a report within 24 hours. I called the next day (Sat) to confirm the warranty company received the report. They said they didn't but it wasn't for a full replacement, just a condenser on the inside unit.

I explained to the reps that this was not what was found and discussed with their technician. They told me to get in touch with him to clarify. I did and he advised he hadn't sent in his report just yet. I asked the tech to text me when he did. Received a text late Saturday letting me know the report was in. I called warranty company again (Sun) to confirm it was finally in. The representative I spoke to again told me they only had a condenser listed. They advised me to call the technician again! I said, "No, you guys call while I hold to clear it up right now." So they did...

When the representative came back he said they told the technician to submit a corrected report. I contacted the technician directly to confirm this. He did confirm he had to submit a new report still recommending a full replacement. I called on Monday (Yesterday) and nice representative by the name of Jenny confirmed they had the report recommending a full replacement. I thought finally this is resolved and we can look forward to getting this unit replaced. BUT then today I get an email from the warranty company stating that the review for my repairs still show condenser and may not be covered.

Needless to say I was frustrated and furious. Here I thought we are good to go and apparently we are still in the same damn boat. I called today (on phone right now) and first representative just goes in circles telling me that's all they have and nothing else. Doesn't offer to investigate any further. Ask for a supervisor and tell them to call technician again. They do and this lady comes back to advise that they don't need to replace the full unit, just the compressor. Despite the technician recommending a full replacement First American Warranty has decided it will only replace the compressor instead.

I texted the technician while on the phone with the supervisor and he says again he still believes we need a full replaced unit! So the warranty company is just picking what they want to try and fix the issue besides approving with their technician told them! This is such BS if I've ever seen or heard before.

So now they're only offering a full replacement in the form of a cash payment! Why wasn't this all disclosed on Saturday, Sunday or Monday!?!?!? I have been without AC for 9 days now!!!! My pregnant wife and kids have had to go live with her parents while I stay put because I work from home thanks to the pandemic. Way to treat your customers!!!! Stay away from this company!!!! Don't do business with them!!!! Don't waste your time!!!! Don't let what's happening to me happen to you!!!!

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A/C Stop Working
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAGINAW, TEXAS -- I placed a called to First American for A/C repair. They sent out a company called Master Tech. The company show up the First week of April 2020 to access What was going with the system. They didn't access the A/C because when they went into the attic without even looking at the unit. They report to FA that they see something that looks like mold on the outside of the unit. They tell FA they will not fix system until the mold is cleaned up. Ok, so then call three different remediation company to come out and tell me that, it was not mold, it was dust and dirt. So I reported my finding to FA.

First American tells me, they did not care, if that company said it was mold. I need to pay a company to still clean the outside of the unit that is in the attic, before they will approve that it was cleaned up. I called one of the company out had them to clean the area, now out of $75 + $250. This is all in the first week that I called in the request.

Now I called FA back and tell them I had it cleaned up, they tell me to fax the invoice to the claims office for approval. They said I should hear back by that following Tuesday, never hear back. I called them on Friday the second week, they tell me they will fax the paperwork to Master Tech and have them to come back.

Thirds week still no Master Tech, called FA again, they say paperwork was never faxed to them they will fax again. Fourth week still no Master Tech, they will fax paperwork again, two story home with 5 small children out of school, hot in Texas. Called FA and they say it's nothing they could do, if Master Tech don't call they will send out new company. Fifth week no repair, FA tells me again to wait, finally May 11th Master Tech suppose to show for them to call and tell me they have to change appointment tech is out sick. We want to send out same tech that came out the first time. The tech say that unit is very old and the evaporator coil is bad and oil and Freon is leaking out, which is making the A/C freeze up. He will contact FA and let them know his finding.

The A/C needs to be replaced, it 24 years old, the tech tells me that when homes are built they put in very cheap unit, he said that unit needs to be replace as early as 6 - 8 years; he is surprise that it has last that long. FA tells me that we are responsible for paying for all the stuff the tech will need to basically rebuilt the system, For instance to bring the old unit up to code I will need a permit code, disposal, reclaim, armaflex, hanging kit, locking caps, low voltage conduit, emergency float switch, drain line modification, mastic seal and duct modification total $1760 + 250 + $75.00. That is not all It, don't forget the evaporator coil and Freon and other unforeseen that may arise.

Next day I get a call from Master Tech telling me they want to send second tech to give second opinion. Now this tech comes out and tell my husband and I. The system is leaking and it is very old. That bring the unit up to code is just temporary fix. He tells us the system is old and should be repacked, he said when he finish his last job, he will email us, we don't have to go thru FA, he will send information to replace A/C. But the company couldn't report to the warranty company that the system needs to be replaced. FA is saying they trust what the companies is telling them. They don't care about the paying customers.

The company emailed us, he said just call him directly. He sent 4 different quotes, one being a 20 seer 14,000, 18 seer 13,000, 17 seer 13,000 and a 16 seer for 9,000. I don't need to call the office or FA just call him. Why can.t he call FA and tell them that the A/ C needs to be replaced. No because he wants me to go in debt and purchased a new A/C from him. It's now May 17, 2020 A/C Still not repaired, FA don't care, they are telling us, we need to pay Master Tech $1760 first then they will send the request for them make the repair.

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Avoid the Chaos and Waste of Money
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ATLANTA, GEORGIA -- Avoid this chaos with FA. When all is said and done, you end up spending less for your repairs and 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. Plus the $75 fee per issue. 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 and with much more efficiency.

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 rise 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. Good start, right? However, I had to first confirm that the dimensions of the one they were to install would fit, that I was responsible for this as they would not guarantee the dimensions of the dishwasher they assigned to my claim after a contractor went out to asses my case. Hmmm.. they send out a repair specialist yet they ask me to confirm the dimensions? It's like my dentist telling me to confirm the dimensions of a crown they need to install. I won't even detail that I have tenant, and it is difficult enough to schedule.

After four weeks of back and forth, figuring out the dimensions and scheduling conflicts, an installer brings the new dishwasher. But he says he 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 "everything 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 in between contractors, does FA call me efficiently with details and updates so as to solve my claim quickly once and for all?? No! I am calling them and updating their client support on what's going on because I urgently need to have this done inside the days when the tenant is home and available. FA can't seem to 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 assigned to my claim and had me confirm wxlxh dimensions because they were not responsible for them?) needs a longer hose and a newer valve underneath the sink... and that FA won't cover that. So I am responsible for confirming the dimensions, but FA is not responsible for assigning my case a dishwasher that is compatible with my plumbing setup??? 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. I still have to pay out of pocket for a plumber to update the dishwasher connection and then have FA install the dishwasher. Update - I found a plumber/installer to do both so that I no longer have to deal with FA. He admitted that most contracted out by FA and other warranty companies do the minimum work as they will receive a fee for just showing up at the house.

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Fraud, Rude and Bad Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BEAVERTON, OREGON -- We filed a claim with First American regarding our central heating system not work on Jan 4th. We were told we will receive the following service when we filed the claim. We requested an emergency service to due to my spouse medical condition and we are located 800 feet above sea level where the current temp is ~30. NW heating will contact us in next 24 hours to schedule an appointment. We will receive an email notification of our claim and additional information about the contractor.

Jan 5. We didn't receive either. We called to inquire the status on contractor and we provided a phone to call NW. When we call NW, they said the earliest they can come out is Jan 17. I called First American back and again requested for the emergency service, also informed them they I was able to locate 4 companies in my area who could repair the same day. They escalated my claim to dispatch and said I will hear back in 8 hours. They said Sears is scheduled to come out on Jan 7 between 8-12 pm.

Jan 6th. We didn't hear back from the First American. Now another 24 hours had passed. I called back again for check on status. I was informed they couldn't located any company who could provide the service. I asked for authorization to get the work done and they declined. I asked them what they recommend as to how I should heat my 2800 sq. ft house and they authorized a space heater for $50. Sears is still scheduled to come on Jan.

I had asked the agent to put a note in if First American can't find a company to fix the heater on Jan 7th that I will go out and hire a local fully licensed company to fix the heater and will submit a claim. I had additionally told the agent that if my spouse ends up in the hospital due to the cold conditions of my house First American will be responsible for the medical bills. For last 3 days I have been running space heaters and First American will be responsible for electric bills until the heating system is fixed.

Jan 7th. Sears called at 9 am and cancelled my appointment due to lack of repairmen in the area. I called First American again, first agent told me they find another company and have contact me in next 24-48 hours to schedule an appointment for repair. When I asked to speak to a manager they hung up on me. I called back and asked the agent to connect me to a manager after explaining the details. This agent falsely claimed that I refused to pay the Sears repairman who never showed up.

When I asked to speak to a manager and phone was disconnected again. I called back again and this I was connected to an agent who explained the following: a. Sears cancelled my appointment because they wanted me to pay for the service upfront when they come for repair and that is why the appointment was cancelled. b. I told the agent I had no problem doing that as long I could file a claim afterwards because at this point I am willing to pay upfront due to my husband's medical condition. He was able to book same day appointment with Ace All Climate today with work order number **. d. Waiting for Ace to call and schedule an appointment.

Ace All Climate company showed up, diagnosed it to say we need to replace two parts. Per instruction he was told to fix it today, so he went to locate the replacement parts in the local area, but the First American wouldn't authorize him to pick up the parts from local supplier. First American wanted to order the parts themselves and schedule another appointment to come the fix the heater. First American couldn't give a confirmation date as when the parts will arrive and when the repair can take place. To authorize the parts to be purchased from a local supplier they need to submit an internal request and they didn't have person to person escalation process in place. There wasn't any human being who could be contacted.

Jose ID **, supervisor first told me that they have placed the PO 2 hours ago for the parts when the technician had just reported the issue to them 20 minutes ago. Jose, ID ** couldn't provide the delivery date for the parts or give an ETA on when this could be fixed. I asked Jose to authorize hotel stay for my family, so they can follow the due process of First American to fix the heater. He said couldn't authorize that. I informed Jose that I will be getting the heater fixed today and will be submitting the claim. He said he understood that and I asked to make the notation on my claim and customer is fixing the heater and submitting a claim.

I have told him if First American rejects the claim I will be filing a case against First American in small claims court. Once again, I have informed the agent that if the heater is not in a working condition by end of today I will go ahead and hire a local contractor and get it fixed and will submit the claim.

Replies
Bad Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

On May 6, I put a claim in. Unit not blow cold air. Contractor Lumart Air Condition came out replace compressor. I had to pay $600 out of pocket cost. Unit was doing the same thing after repairs the next day. Lumart was reassigned to come back out. Lumart came out, deem my entire unit, bad attic and outside. I filed complaint with BBB because First American told me there was an out of pocket cost $1450 and my $600 was gone with 1st repairs which was flaw. I was contact by a claim representative I won't say her name cause she currently working on my claim and I am given her a chance to make this right before I seek counsel on this matter.

Back to nightmare my claim assigned to the rep, and she subtract the $600 I paid earlier within this claim. Which about my out of cost back down to $850 for replacement cost. Lumart came off. Replace unit. 2 days later I had a major leakage to a.c. drain being clogged which parts to out of pocket $850 was to cost a 2nd drain pan and flow switch. The leakage damages my ceiling, my mattress, bed spring, comfort set, sheets, and carpet. It leaked down in my master bedroom damage the ceiling and carpet also.

I recorded and took pictures. I send it to the Contactor and First American. The contractor came out, repaired PVC piping clogged, but before this leakage I informed the Lumart and First American that unit blow heat on cool mode when it reach set point. As Lumart was repairing the leakage, I reminded them about the unit blow heat. Lumart confirmed the issues and stated they will have to replace the thermostat but they contact me when they are back on my side on town (Wow) right. I emailed First American representative and request another company come out and check my unit.

Bless Air was that contactor. They came out and check and determine the Lumart installment was flawed. Lumart didn't vacuum the a.c. line which now has plenty oil which is prevent unit from supply 58*. Currently the unit is supply 68* with different at return like 28*. I reach out the Claim Rep via email and informed her the contractor confirmed my complaint that Lumart did a very bad job from the beginning. She told get her est cost for damages and repairs and she will reach out to Bless Air to get report. I sent her all est. and damages as if was occur from leakage.

Blessing Air came out July 14 2018. Today July 21, 2018. It's been a 103+ - 110* here in Texas the last 2 week. I have 6 children that suffering because this. I am out of $1450 on flaw repairs. The only reason I had not file a lawsuit is because First American has been fair to me in the past outside of the claim and I am giving this Claim Rep a opportunity to make this matter right, but I will seek counsel if I need too.

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AWFUL - STAY AWAY!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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

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Crappy Customer Service, Poor Availability of Qualified Contractors, Unresolved Issues but They Close the Claim Ontheir Side
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

VIRGINIA -- We have put claim since Dec 18th for refrigerator not working. This is less than 3 years old LG Refrigerator. First of all, no contractors available to come look at it. At this point FAHW should have reimbursed for whoever we get to come and fix the problem if they failed to get contractors in 48 hrs. They didn't offer that. After that, someone finally comes after 2 weeks, said compressor was not working so ordered parts to repair that. We were okay with that knowing at least someone will be there to fix it. They told us it is under warranty, so compressor was free. Then parts arrived after 8-10 days and technician not available.

After several phone calls, they sent some other technician. He was supposed to come between 8 and 12 noon. We didn't hear anything from them until I made several calls to company. They would say, he is on the way, should be there in 10-20 min. Well, he didn't come until 4 PM. No phone call about when he will come. That was least of the problem.

When he came, he told us the parts were ordered wrong. So now he is ordering new parts. After 3 weeks, still no fix, after several frustrated phone calls, someone at FAHW finally decided to help us. This was shortlived. They claim that they got involved and shipped the parts. No technician available to do repairs. Then they sent another tech from another company. He comes, tells us he will send report to FAHW. They have to handle but maybe not repairable.

FAHW calls, tells us but refuses to give written report. And denies that they will replace the appliance since it is LG 's mistake to have a bad refrigerator and appliance has 7 more years of manufacturer warranty. Tat is fine but in order to get Lg to work with us, they need written report from the technician. FAHW customer representative denies to give that to us. We were told it is companys policy not to send report!!! On top of that, they closed my claim. I can't see the representative that was handling my claim or phone number.

Looks like they scammed me big time. Refrigerator is an essential appliance. If they can't send a contractor in 48 hours, they should have let us find someone on our own and reimbursed the service fees. They didn't offer that. Also, how did they derive that appliance is unrepairable. They must have got something in report. Why can't they forward to LG or sent to us. Very fishy and looks like big scam.

Avoid this company. Not worth your time and money. Our refrigerator has manufacturer warranty left. FAHW told us about it last week so they could have told us in December itself 3 months ago instead of putting us through this agony. We are still without refrigerator and no word from them or LG. LG waiting for the technicians report and we don't have it since FAHW will not provide it.

I can't understand why they would not forward the much needed report to LG? Not to mention, going to grocery store every other day and can't buy items in bulk. Also, every time to stay home for tech to come, lost time and money from work. FAHW didn't care for inconvenience, my time and frustration. They added to my pain by really crappy customer service. Stay away from this suffering and don't buy the warranty from them.

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Horrific customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CALIFORNIA -- DO NOT DO BUSINESS WITH THIS COMPANY!! First American home warranty has the absolute worst customer service I have ever experienced in my life!! My water heater is leaking which I discovered in a Sunday after being out of town for a week. My garage is flooded and water is flowing all around a refrigerator and my furnace to say nothing of the pedestal the water heater is sitting on. I explained this in great detail to the person on the phone and they said that the soonest they could send someone out would be 1/15 - which was 8 days away. I explained again that there is water flooding my garage and lots of potential collateral damage could occur - to say nothing of not having any water. They said they would continue to look for a contractor to come sooner and would call me back. On Monday after not getting a callback I called back 5 different times and was in hold for more than 2 hours before they found someone to come out. I got the distinct impression that if I hadn't continued to call nothing would have been done at all - they seemed to be perfectly content with me going 8 days without water. Someone did come out on Monday night and found that the water heater needed to be replaced. I had the technician call American first to give them all the details of the needed repairs. American first agreed with the repairs but felt the price of the water heater was too much so they wanted to and a water heater to be installed and said they would send it to my house. I was told I would be contacted on Tuesday to have it installed. I took the day off work on Tuesday and waited for a call. The call never came so I called around 10. The person I talked to said that they had called roto rooter and they did not have any record of a service at my address and did not even recognize the name of the plumber. I had to let them know they called the wrong roto rooter and give them the correct number. Why they couldn't call me and ask me when they first called the wrong company I have no idea - I really think that if I hadn't called they would never have done anything about it. Regardless I spent all day Tuesday on the phone and on hold with American first. The huge problem was that their supplier would not deliver the water heater to my house and roto rooter did not accept deliveries at their office. Why didn't the person who answered the call and spoke to the plumber on Monday night know that their supplier didn't deliver to customers' homes? That seems unusual to me. Anyway after multiple hours on the phone on Tuesday and missing a whole day of work I have found out that it will be three to five days before a new water heater can be installed. I have no water and American first will not reimburse me for the 3-5 days I'm going to have to spend in a hotel. Thanks a lot American first!!!!!

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Crazy Company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SANTA ROSA, CALIFORNIA -- I carried a home warranty through this company for about 5 years. Initially, I was quite satisfied. About 2 years ago I had a repair and experienced my first difficulty getting the item fixed. I thought it was a fluke. Last year my dryer overheated. I called in the claim I was scheduled out 2 weeks. The technician called in sick to his company who then stated I had to wait another 2 weeks for repair through them. Long story short -- I went through so many crazy phone calls etc; trying to get approval to use another service provider that I nearly cancelled my policy out of hand.

I should have. When I was approved to use a 2nd appliance repair service center. I found out that First American had arbitrarily scheduled an appointment without letting me know with not one but two businesses. I found out about one appointment because the business contacted me to confirm. Being scheduled to work that day - I called First American for clarification and what ensued was the craziest conversation.

They called the appliance guy I was supposed to working with to ask if him if I scheduled the appointment and he stated that he met me face to face when we scheduled the appointment to just look at my dryer. He lives 90 minutes from my home. He had dropped by my house unannounced on a different day and just slipped his card under my door with a note to contact to schedule an appointment. It got stuck and I didn't see it for a few days. Then the First American employee admitted to me that their dispatch had scheduled the appointments. Seriously.

Ok, this 2nd appliance guy and I finally set up an appointment to just look at the dryer not fix because after a month of waiting it still hasn't been looked at. I put my dog in daycare, leave the garage side door-unlocked so he can enter while I am at work. I call at 7 am and leave a message letting him know all is well. I called again around 2 to see how things are going and leave a message. At 4pm he leaves a voicemail stating that he didn't bother to keep the appointment. He didn't come to town. He would now see my dryer on Tuesday.

I was done. I cancelled my policy and called a private company who fixed the dryer within a week. 6 months later I received a bill from First American stating that I owed them $65 for the original date that they scheduled without my permission and that I rescheduled. I called and reminded them that I had rescheduled that appointment because I had never agreed to it and the guy then didn't show to the rescheduled date. There was no service to pay for. I never heard back until about another six months passed and they've sent me to collections because I won't pay for a service I didn't receive. This company is insane, and they will make you nuts. Stay away.

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First American Home Warranty Rating:
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2.2 out of 5, based on 62 ratings and
79 reviews & complaints.
Contact Information:
First American Home Warranty
P.O. Box 10180
Van Nuys, CA 91410-0180
800-992-3400 (ph)
www.homewarranty.firstam.com
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