I am writing this review to warn others away from Alliance/First American Home Warranty. If you are buying home or getting a home warranty, DO NOT use this company. I have had many issues arise with my new home, and this company will do anything it can to find a way out of paying for repairs/replacement.
We recently found out that our toilet was leaking under the floor. After calling the home warranty company, they did not have a local plumber so they schedule one from over an hour away. This company could not come for two weeks, so they sent another plumber after a week. When the plumber arrived, he informed us that he could fix the seal and reset the toilet, but if there was floor damage they would not replace it. We paid a $55 service charge for that info- no work was done. After pulling the tile we tried to get a the warranty company to send the plumber back to fix the floor and toilet flange. 5 times we were told that they were sending someone and that they would call us back, and never once did it happen. After several weeks of calling I finally got a manager (I had to sit on hold for 32 minutes) and they told me that they were denying the claim because the original plumber was now saying that the floor caused the damage. In reality, the floor was damaged (minimally) because of the leak- the plumbers explanation was impossible. The toilet seal simply failed, and should have been covered.
Finally, after being without a master bathroom toilet for almost 2 months, I had my own local plumber come do the work. When they went to reset the toilet, the discovered that the original toilet did not fit perfectly and that we needed a different toilet. All in all we ended up paying over $700 for everything, and this warranty company will not give us a single penny. They have now changed their tune and are saying it was an "improper installation" and is not covered. Its funny how they don't claim that the floor caused it like they said before??
Recently, the handle on our over-the-range microwave broke. We cannot open or use our microwave without prying it open with a butter knife. Each time we do this it damages the frame. When we called, Alliance assured us that it would be covered because it was built-in and couldn't be used without the handle. When the serviceman called the claim in, they denied it saying that they don't cover handles. We are now stuck with a broken microwave and had to pay the $55 service fee for nothing...again. When we called to protest both the non-coverage and the service fee issue, they did not care.
We have also had our dishwasher fail. They did reimburse us for the dishwasher, but not the damage to the hardwood floor. Our floor is now warped form the water that leaked, but these warranties do not cover "secondary damage". My suggestion to anyone thinking of buying a home warranty is DON'T BOTHER! Unless the seller is paying the money, save yours because these warranties and these companies are a FRAUD. There is very little that they cover, and teir policies are so full of loopholes that they will even try to find a way out of things that are supposed to be covered. Not only that, but they clearly to not care about customer service. I wrote a very professional letter to the company to express my displeasure with the customer service and warranty coverage that I was receiving, but it was clear by their response that the letter had no effect. They merely responded by reiterating the denial of the claims without apologizing or providing any restitution for the horrendous customer service.