First American Home Warranty Consumer Reviews - Page 2

There are multiple issues with this company: customer service, service, coverage, and communication just to name a few. We requested a contractor through them to have a contractor come out and look at our AC unit (over a month ago). The first contractor did not accept the claim, the second contractor who did accept it, came out, but could not find the problem so they just put refrigerant in. Since this did not work, I contacted the First American Home Warranty again to get this issue resolved, but every time we tried to call up there, they would hang up mid conversation and did not bother to call us back! We put in a reoccurring request, but was having issues getting a contractor to come out. We contacted them multiple times letting them know that no one was contacting us, but they said they will call some people and call us back.... yeah, that never happened. We called the contractor who originally came out, same thing happened as the first time. I messaged them, since obviously calling was getting no where and I was too frustrated at this point to be on the phone. I put in a new request since the reoccurring problem request was getting me no where. They said if I didn't want to pay another $65 for them to come out, then I would have to do a reoccurring request, even though I explained to them that it got me no where. With the new request, a new contractor came out (this is now a MONTH AFTER I first reported my problem because they were useless trying to help me get a contractor out). This contractor did the exact same thing as the original (and second) time someone came out to look at our AC. I told him I was not paying the $65 and he could take it up with First American Home Warranty if he wanted it. I emailed them, and told them at this point every time I put in a request, the same three contractors are getting the work order and just denying it.... so what am I supposed to do!? I asked them if I got another contractor to come out to actually fix it, could they just reimburse me... of course they said NO. I then proceeded to ask them, if I am paying for your service to cover my house (and things) under warranty, but you can't get anyone out to actually fix them.... what am I paying you for!?!? they have yet to answer me, they have yet to find someone to come out and fix the problem (now a month and a half into this issue in the middle of summer), they have yet to answer any of my questions what so ever.... I have literally paid a years worth of just arguing with customer service and my issues to not be resolved. AWESOME! This company is a complete joke and a waste of money... I will do more research next time when choosing a home warranty company.

KNOXVILLE, TENNESSEE -- First American Home Warranty sent Ridge Electric out to assess a heater/vent/fan not working in my master bath. They confirmed it needing replacing and assessed it. They ordered part. After a three hour installation they showed me I had a 2" gap in my ceiling because they installed the wrong size part. They assured me First American would send a sheetrock contractor out to repair the hole in ceiling. Ridge Electric never sent a picture of installation of which I asked them to. First American sends out a sheetrock contractor who said they just installed the wrong size fan.

They called First American while here and indicated they would send Ridge Electric back out to install right size. After numerous emails and lots of phone calls (trying to get through without getting disconnected is impossible). The answer from First American was that my warranty didn't cover "size" - only function and capacity. Therefore they did NOT have to come back out and repair. So I am left with a 2" hole in my ceiling around the heater/vent/fan because Ridge Electric did NOT order the right part to install.

Sad thing is I totally got ripped off because First American confirmed it was a NEW part. They took no responsibility of installing the right size and will not come back out and replace it. I'm stuck with a 2" hole in ceiling and now paying repair and parts costs to start all over. Being a single elderly who thought a Home Warranty would help First American is NOT someone I would recommend using.

I would give this company a zero if possible. They are based out of California but provide home warranty throughout the US. The shortest version of the issue we are dealing with and have been dealing with for 6 months... We had an issue with our tub and sink draining. We submitted a service request for a plumber to come and check it out. They send out a "technician", not a plumber. Prior to starting the technician requires that we pay him the $75.00 service fee. We do so with a card. This is part of the warranty agreement and we are okay with this.

The tech "diagnoses" the issue as a collapsed pipe - without any actually equipment being used; camera, drain snake, etc. He literally used a plunger and a drain weasel. He submits his report. The company says "okay well it's a collapsed pipe and we don't cover those." We disagree - suspect a blockage. Blockages are covered by our warranty. The company then tells us "if you can prove it is a blockage and not a collapsed pipe we will reimburse you".

This is where it all starts. We call out a plumber ($300) he is concerned about the septic and recommends we have that checked out. In total at $375.00 for this issue now. We call out a septic guy ($350.00). He determines it is in fact a blockage from the tub/toilet pipe to the septic tank itself. He writes up a report. We submit both the plumber and septic tank guy's report to the company along with documentation that we paid both people and the service fee to the technician. So in total we are at $725.00 for an issue that is completely covered under our contract.

The company is still saying they will reimburse us. They send a check.... For $275. I contact them and I am told I have not submitted the proper documentation. Again I submitted the full receipts and reports from both professionals and the receipt from the service fee being paid. At this point I am fed up as they also treat you horribly on the phone and keep you on the phone or messaging you in their online portal talking in circles - in the hopes that you will just get frustrated and give up.

Fast forward, I have submitted a formal complaint with BBB. Today we received a letter from a collections agency for the $75.00 service fee that we paid 6 months ago and submitted documentation to the company proving we had. Anyway, I completely regret ever agreeing to use this company and I hope no one else gets trapped into a similar situation.

SANTA ROSA, CALIFORNIA -- I have FAHW for almost a year now and have made 2 claims. Both claims were closed by the FAHW representative without actually fixing the problem. 1st claim was December of 2017 for my washer that moves around and sounds like a jet engine during spin cycle. They sent a tech who first said that it was just a screw. He replaced the screw, collected the co-pay and left. When I used the washer the problem remains so I re-opened the ticket. They sent the same guy and he replaced the shocks.

Still the same problem. The FAHW representative told me it is normal for a washer to move around and makes loud sound during spin cycle. I have used other washer before and this one does not make the sound and dance around before so I forced him to send for second opinion. They sent the second opinion and explained to me that shocks should be hard to push in when new.

I saw the previous tech just pushing the new shocks in and out without any problem so he said that he will recommend an OEM brand. Well, FAHW closed the ticket saying there is nothing that can fix the problem as it is working as it should. When I talked to the rep, I was told to call back when the washer dies and stop working altogether.

2nd and the latest claim I made is for the Rinnai Tankless water heater. The problem is that it will just stopped producing Hot Water. I have to unplug and plug to produce hot water again. The technician seem to know what he is talking about, when I describe the problem to him he immediately say that the problem is with one of the sensor.

He said that he will contact the manufacturer for parts and call me back when they receive it. 2 weeks passed and manufacturer never called back. I was told by the lady who answered the phone that the tech will contact FAHW to see what they say. Well today, I got a voicemail from FAHW representative saying that he is closing the ticket because the tech cannot duplicate the problem.

Well duh, the tech already identified what the problem is and why a reset fix the issue temporarily, Since the issue re-occurs after few days, tech cannot live in my house and wait for the problem to re-occur. If they can come by right away when I call then that is fine else, I have to reset it as we need hot water. I cannot wait days for the tech to come and inspect after the problem re-occurs.

CALIFORNIA -- On 6/13/17, I placed a service request with First American Home Warranty to service my AC unit which was not cooling. A technician was dispatched on 6/23/17 and made an assessment. He said I had a leak somewhere, and needed to inject dye into the system to locate. A few days later, the tech returned, found the sources of the leaks, determined that I needed a new condenser and air handler. He said the company would call to schedule the work. A week later, I received a call from Memphis Air Care stating that there were various uncovered items that I would need to pay for, all totaling about $900.00. I declined to pay that and was told to call FAHW, which I did. They said I could opt for a cash out payment (presumably to pay for the cost of the equipment) so that I could have the work done myself. Three weeks later, I had not heard from anyone, so I called. It wasn't long into the conversation when it became clear that the representative was attempting to deceive me. He first said he showed that they had sent a letter weeks ago (they hadn't). Then he said that no letter had been sent because the repair had not been authorized yet. He then quoted a dollar amount of over $1200.00 that I would receive. He then proceeded to put me on hold for an extended period of time so he could look at some things and get the payment authorized. After 20-25 of being on hold, he came back, said that he still was not finished, and asked if I wanted to continue to hold or have him call me back in 10-15 minutes. I opted to be called back. Several hours later, he called me back, and said that the amount of the cash out was now $977.00, a drop of about $300.00 (he said to cover what it would cost FAHW to purchase the equipment). As I felt this was my only option, I accepted. After thinking about it and researching, nowhere could I buy a condenser and handler for $977.00. I can't buy the condenser alone for $977.00. I asked the representative if he could send me written information on what repairs the vendor said were needed, and he said he was not able to do that.

I have no confidence that what I was told was honest or accurate, and in my heart, I believe that I was intentionally deceived. The representative was not a very good actor and stumbled through the call. I am perfectly willing to seek legal counsel to get the information I'm seeking from FAHW (although I'm pretty sure it too would be falsified).

I do not recommend FAHW.

SANTA ROSA, CALIFORNIA -- We have had First American Home Warranty on our single family home since September 2011. Since that time this company has defrauded me out of numerous plumbing and appliance repairs. Our dishwasher will run but the pump and nozzles are worn out and their repair technician did not have the parts on hand and never returned to finish the repair.

We called them multiple times but the operators play games to get you to go away. They will tell you things like: 1) we are waiting for the technician's report; 2) we did not know the appliance had not been repaired yet? The Company drag this on until you go over 30-days and then they want to collect another co-pay of $65 or the refuse to complete the repair. If you pay the co-pay again then the process begins again.

They schedule a 6-hour window that you need to have an adult at home, and the appliance repair companies they send in my area are terrible. The plumbers they had in 2011 to 2014 were not plumbers, they were all new employees with minimal knowledge and did not know how to make, or get repairs authorized. Our faucets and valves were all leaking and they refused to make the needed repairs.

When your faucet goes bad and needs a simple cartridge replacement, the plumber tells you you need to replace the faucet (which is covered) but then they refused because they tell you that only contractor grade replacements can be installed and we have contractor installed "upgraded faucets". At the time I could not afford better faucets so I told them to go ahead with the low end faucets, but they still refused to make the needed repairs. We ended up spending several thousand dollars to make needed repairs because of this game they play, and we have water damage under our cabinets due to the delay. Simply the most dishonest home warranty in California.

GILROY, CALIFORNIA -- On a scale of 1-10, with 10 being exceptional service, I rate First American Home Warranty NEGATIVE 10. These guys are a joke. Washing Machine and Fridge went down. It's been over 21 days (3 weeks) and appliances are still not working. Called and email claims specialist and still very far from satisfied. Payments collected on time monthly, service takes almost a month. If this is not resolved by the end of next week, I'm going to walk away from this company and tell everyone I know not to do business with them. I'm sorry but I pay my bills on time and expect service in a timely manner. This is ridiculous. AAARRRGGG!!!

VAN NUYS, CALIFORNIA -- Crap. Absolute crap. You are better off putting your money in a bank account every month and using it for repairs, less headache and better service. Also, you do not have to deal with rude sociopaths. And they make it hard for you to cancel. Nothing on their website and the phones ring up to 90 minutes before someone answers. Here is a tip. They will ask you to cancel in writing by sending an email to the First American cancellation email address: cancellationsupport@firstam.com. Check your contract so you will not pay extra or cancellation fees. Get rid of the crap in your life. Say goodbye to First American Home Buyers Insurance. Use the cancellation email. Good Luck!

CHARLESTON, SOUTH CAROLINA -- Don't waste your time with these guys. Every claim I've filed in the past 2 years has taken nearly a month to get resolved (even air conditioning, refrigerator, etc.) so that alone is enough of a reason to stay away from them. Who wants to go a month without AC in the summer, or a month without a refrigerator. Their customer service is a joke - they honestly seem to hate their customers. If you call them for an update you'll be on hold for at least 45 minutes. Very often they hang up on you once you do reach someone and then of course they don't call back so you have to call again and wait another 45 minutes.

I could go on and on, but you get the idea. Eventually, they get it repaired but the hours I spend on each and every claim trying to force them to live up to our agreement just aren't worth it to me anymore. I'll go find a different company.

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 (50 mg) 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 ** (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 ** (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 ** (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. ** 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 gone 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.

** 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 **. We've left messages repeatedly with all of them including **. ** 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.