Thank you for taking the time to leave your review, Brian!
Original review: Oct. 19, 2016
I either call or submit the claim online and First American usually calls me within 24 hours unless it's an emergency and they'll call me that day. I haven't had any problems scheduling an appointment. They've always been friendly, courteous, and willing to help. We had a problem with our heat pump and they sent someone out to fix it. The service tech told me that it was a fuse that went out. We've only had a problem with one person they sent out, and that's been a few years ago. It was actually a service rep from Sears and more of a language barrier issue. But they sent someone else out and fixed the situation. I was very happy with their work. First American uses pretty much all local service providers, so we haven't had any problems but they could try to put their coverage policy in simpler terms.
Thank you for being a loyal customer, Richard!
Original review: Oct. 10, 2016
I bought a house and got the homeowner's protection through the realtor. I previously had First American Home Buyers Protection but I had another company and didn't get the same service, so I switched back. I like talking to and filing my claim through a claim specialist. Everything's usually satisfactory although it can be problematic if it's over the weekend or at a time that's not good. But they're always sympathetic and try to figure out a way to make things work. I've been pretty pleased with that. Everything's always been good with their technicians and everybody is on top of everything.
The quality of their work is always right where it needs to be. I'm in construction so I’m usually right there and I see what's going on. I know what needs to be done. I never have to second guess anybody and it always works out really well. I had an issue with them one time but I got it resolved. In almost every experience, everything that has ever happened was always at least 98% good or better. It's been an outstanding experience. First American will be something that I’ll continue to do. I've been able to utilize it and pay for the service. One job can sometimes pay for a whole year, so it's definitely worth it for me.
We appreciate your business, Justin!
Original review: Oct. 2, 2016
First American came with my wife's house when she bought it. She had one year service and she kept it up. She's never had a problem with the service and if something happens, they're responsive in making sure claims are entertained. Whenever I have a claim, I call them and they get information from me.
I've done it online before but it's nice to be able to talk to a person because sometimes I don't seem to communicate well. Also, some of the things that you need to put a claim on needs a little bit more explanation than what you could put in a drop-down box. Then they find a contractor who comes out and looks at it. I get a confirmation usually from the vendor and they will let me know that they're coming out at whatever time, which is great because it's nice not having to take a whole day off for a service tech to come out for no reason. They get here and do what they're supposed to do. They'll tell us if a part is defective and call for authorization to fix or replace it. If it's over a certain threshold, they'll apologize and inform us that they're not going to replace or repair that. They also advise us to get back with the warranty company to know what we need to do next. Then I get a survey afterwards.
The last time we did that was when we had a washer go out on us. The only hiccup was when the company came out to look at it, they told us that First American wasn't going to cover it because the value of the item exceeded a certain threshold. But they said the unit will be replaced so I was waiting for somebody to call me. I didn't realize that this got entered on the electronic side and I had to login and accept something on the website. So I sat around for three or four days not knowing that I had to go on the website to click on something. When I called, somebody told me about it but nobody followed up with me in between that point. However, it's a minor thing which resulted only to a delay in ordering the item for a day or so. So if a replacement happens and somebody has to go online to do it, and I'm used to using the phone, it might be a good idea to give a courtesy call or something. But the quality of their work is 10 out of 10. Everything's excellent and we're happy with them. It's worth it.
We appreciate your feedback, Sherry.
Original review: Aug. 29, 2016
Working with the claims rep was a good experience. Plus, the work of the technicians has been great. A lot of people are really down on home warranties for some reason, saying that they refuse to fix anything because it's too old. I tell everybody that they should call First American because I haven't had that experience and everything I've called to First American has been fixed.
We appreciate your business, Edith.
Original review: Aug. 26, 2016
My friend had First American, and she said that it was great for her because whenever anything happens, she was able to call someone through them. It was also less expensive than when something would just break down. I started looking into it, and she said First American seems to be the best one. I've filed a claim online for the drain, and over the phone for the air conditioning system. It's very simple. The rep was very professional, and asked the correct questions because I had no idea how to explain everything. The technicians were very professional as well. I didn't have any issues with them.
The one that came to fix the AC explained the process, and was very good about calling me before he arrived. I explained to him that I have three pit bulls, so that I can secure them, and letting me know when he was going to walk into the house or leave. I really appreciated that. He figured out the problem right away, took the piece, and then came back with the correct piece to fix it. That was really quick too. He did caution me when he took it and said that it may take him a little bit long to find it but he was able to get it right away. It was like a week turnaround. It worked perfectly, and he did a great job. I've recommended First American to my family members.
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Thank you for being a loyal customer, Rand.
Original review: July 29, 2016
My realtor gave First American Home Buyers Protection to me when we purchased the house in 2010. Their claim process was easy. It’s an an automated system over the phone. Their technicians were almost entirely local and they’re very friendly and extremely competent. Based on our experience, I wouldn’t be without this coverage and that’s why we continue to renew it six years out.
We appreciate your business, Darryl.
Original review: July 27, 2016
By nature I'm a security-conscious type of guy and I make sure that my assets are protected. I did a three-source comparison of home warranty providers after doing an online search, then picked the best of the three, and First American came on top. I have them for a while and I've had no problems nor issues. My Master's degree is in Business Intelligence and I look for customer relations when I interact with people, and the First American reps were aboveboard with their customer relations, attitude, and the way they approached me and handled the situation. I really appreciated that. They were very professional and customer-oriented. They've always been prompt and informative, and worked with our schedule most of the time. The work they did was very good, and if there's ever an issue, they don't have a problem coming back out to address it.
Thank you for sharing your experience, Cara.
Original review: July 24, 2016
The realtor arranged for the purchase of First American for our new home. We had it for a year and then we repurchased. The person who called to help me renew the policy was so personable, helpful, and she went over everything so carefully. She gave me the confidence to feel that it is really a good plan. At this point, I have submitted two claims, and it’s always been good when I talked with their claims rep. The first contractor was really great. I was impressed. In fact, I’m going to rehire him to put new pipes in my house. The second contractor was adequate. When there was a problem with some of the works that were done and I called back to get help, First Am were helpful and nice to me and arranged to have it fixed. They were really cooperative with making sure what had been done was correct. So, I will re-buy again next year.
The primary contact I had with First American was Katie and she has been incredible. I submit claims online and it's been so easy. I had somebody out the very next day. Recently a technician came and checked if I had water damage around our water heater and they made sure that it didn't have a leak. We ended up finding out that there wasn't a leak so no repairs had to be made and it was much easier than I thought it was going to be. Overall, my experience has been very user-friendly.
I was buying a house and my brother told me about First American. I had another home warranty then that was charging me $100 each time a tech came out. I went with First American because the rate was cheaper and it seemed to give the same thing. When I had a plumbing leak, the techs that initially came to my home were horrible. The leak was from the bathroom upstairs but they went downstairs, used the snake and I believe they hit a line and broke it, but they said they didn't. I called and told the contractor that my basement was totally flooded which had never happened before. This was on a Saturday and they said they will send somebody out but they only did on Monday.
When they came out, they repaired what made the damage but swore that it wasn't their fault. To this date, I've had to pay for all the expenses out of my pocket because my warranty people only want to pay so much. They said that they would've reimbursed me for whatever I had to pay but I couldn't get the contractor to send me a copy of the bill and they didn't leave the part. I asked for the part back but the contractor never gave it back. They said it was in the man's car but then three days later they told me it had been thrown away. They never worked with me at all. So I got stuck with the fee which wasn't fair to me.
I talked to First American and told them what was going on and they informed me that the contractor was responsible, that I could talk to the contractor, get their insurance information and go from there. When I called the contractor, they never gave me their insurance information. It was a big hassle. I never called First America back ‘cause I figured they had nothing else to do with it. It was the only one problem that I had. Hopefully, it won't happen again.
My experience with First American is great but I really wish they would have a policy in place for when the contractor does something wrong that causes another problem in one's house, they have to be liable. Otherwise, it falls back on First American and it makes them look bad because they are the ones recommending these contractors. I'm talking about $10,000 that I have to come out of my pocket for.
I submitted a plumbing claim to First American over the phone and the representative was pleasant. The follow-up with the contractor took a day or two. Then the technician came and he was early. He fixed it and the quality of work was satisfactory. They’re all good, they take care of everything I want, and they send the proper contractor out.
We filed a claim for a leaky kitchen sink. After a long run around on the phone. They said "we deny your claim because you had water spots on your ceiling in another part of the house during the buyers inspection". This doesn't even make sense. They said "we deny the claim" and that's it. This company won't stand behind their policies. They wouldn't even send a claims adjuster. Worse company I've ever felt with.
I had a plumbing problem the last time the last time I used First American. The small area rug underneath the toilet in front of the sink was saturated. We called them and the first company that came said they couldn't see any problems and they didn't do anything. Then a different company came the second time. They went outside to check the water pressure and the water meter to see if there was a leak, because if there was in some place, the water meter would be moving. They did these things that the previous person didn’t.
Their work quality was good and they did not fix it on the spot. They told me what the problem was and what they have to do it. It just so happens we were leaving on a four-day vacation the following day. They said they would reschedule it. And the day after we got back, they came and had the supplies that they needed. They got the proper steel because they had to pull the toilet which is mounted on the wall. It's a little trickier to put on because it hangs. The two guys did it right and there were no leaks anymore. They've been very receptive and they have never second-guessed me when I call about a problem, which is nice. They're pleasant, professional and result-oriented.
My first time using your service was a disaster because of the assigned contractor. The young man I spoke to at that company regarding the rescheduling and lack of communication, ultimately led to me canceling the service call and I installed the 2 items myself. He was not only rude but insulting. I later received a call back from a female who I believe may have been his supervisor apologizing but by that time I was in no mood to talk. I was very displeased with this.
Our company uses First American as warranty company. It was suggested by the property manager and it worked well. I submitted the claim online and it was easy. And when I had to make schedule changes, the claims representatives were able to answer the questions. The technicians fixed the plumbing and it was good quality. The experience with them is great.
I own a rental property and all the appliances were at an age where I wanted to make sure I had the protection should things start breaking. I have called a couple of times, and First American had the best customer service during the initial call. So far, I haven't had any issues with them.
My covered water heater broke. Submitted a claim; 3 days later after I had to call the provider, they sent a contractor out. He basically said he couldn't fix it; had to check with what the laws were for legal clearance limits. I would think a licensed plumber would know this? He said he would write up the report to Worst American. 3 days later, no report; Worst American says to contact the contractor, contractor business takes another couple days, several calls with Worst American; on hold for literally HOURS. Turns out the heater replacement is too expensive; and now a week and a half without HOT WATER for my family (2 Kids 6/4), we try to get the cash out option... "Which could be MUCH less than retail"... read fine print. We take that, someone who we spoke with said they would waive the contract fee. (I got billed, had to pay.) The retail price for the heater was about $1400. (Ventless.) We got a check for about $1600.
There is no way any business would be able to replace heater. Bottom line, Worst American is cheap yes; but you get what you pay for. NO customer service. They "employ" the cheapest contractors that don't know what they are doing, and just play the system to get paid. The guy who came out basically got the service fee check to say it needs to be replaced and I'm not doing it. He played the system, and Worst American is a poor warranty service company. This was my 3rd and final item with them. The first 2 were sub-standard in service as well; but not as important as having hot water; so played less in my utter frustration with Worst American Home Warranty. Like most insurances; when it's time to pay the piper; they make it so difficult and find exclusions of why they won't pay; or pay much less than you would expect. I will not be renewing my contract.
My brand new home had a 2-year warranty on it and on the third year, I realized I needed a warranty program. When I talked to the realtor, he recommended First American. Had a very positive experience with their reps. The only issue I had was when there was a huge heat wave here in Oregon and the air conditioning went out. The agency they hooked me up with first wouldn't be able to get out there for like another week. But when I called back again, the gentleman was able to get somebody out there the next day which I really appreciated. They were very professional. I’m very satisfied with their demeanor and the work they've done.
I am now on day 40 or attempting to get my dishwasher motor replaced with no help in sight. I started with a contractor not making and appointment, then the next company lost the part. On top of this customer put me on hold so much the total running tally is well over 10 hours on hold. All I wanted was a simple motor replacement. But they don't care use a different company.
It takes so long for them to get to know what the problem is, but they get the thing done. Until you get to talk to them, it takes so long because you're talking to a machine. Then they need to know what kind of problem you have. They could have a machine, but with an option - for example: Frigidaire is number 1, and Vacuum is number 2. Then you can connect the person, which will make it faster. I had an excellent experience with the technicians. They found the problem and tried to fix it. Then they explain to you what they are doing and why they've found this. The last time they came was for the washing machine. They had to order the part, and then came back and put it on. Sometimes First American says an issue is covered by the policy, but then come back and say no, it is not covered. It happened to me twice. But other than that, they are reliable and they get after the problem because they solve it.
I've had First American for around 10 years with very little claim activity. My high end Kenmore dishwasher computer went out and the SEARS repairman said it would cost more to fix than to replace. FA reps were very hard to talk to and insisted that the GE dishwasher was comparable. They didn't respond to my questions about the brand difference and just said this is comparable. When the installer was installing I could see an obvious difference in quality. Cheap plastic handle with a slide closure. It had an open water sprayer on top with NO sprayer head. I am very upset and disappointed with the results of this claim. I am cancelling this policy and will recommend BUYER BEWARE.
Our electrician indicated we had a leaky pipe under the house. Given the house is over 100 years old we weren't surprised, but given we just bought the house and would have requested its repair during that process we're glad to have the warranty. Being our first foray with making a claim, we wondered how it would go, but were pleased with the online process and ease of scheduling a tech.
The tech arrived in the window agreed to, but started out rude as I opened the door. I can get over that, people have bad days or different personalities. Then he wouldn't crawl into the crawl space to see the actual crack in the drain pipe and demanded we have HVAC remove all our duct work so he could have access. I get that to an extent, I didn't think all the duct work needed to be moved, but I'm not a professional. Funny thing though, we have had an electrician rewiring our house, under the house a lot over three weeks... He's the one who told us we had the leak. He never requested or expressed any concern with the duct work. Then the tech told me something about coverage that I wanted to check with First American about and was extremely upset when I told him I wanted to talk to them before signing his work order - to begin work. Then he just left.
When I called First American the person wouldn't do anything until they got the technician's report but told me they could request the same company send someone else once they get the report. I asked what other companies in the area are on their list to use because we have a great plumber who's already familiar with the house. I didn't even ask for the list of technicians, but to know if our plumber was on the list. They wouldn't even tell me that stating company policy and liability.
How are we expected to work with a company that gives no information and relies only on the word of technician who clearly is unable to discuss or work with clients? Should we allow someone who won't even crawl to see the problem, who's rude, who storms off back into our home because the warranty company won't give any information? It's clear First American deals with this a lot. The call center professional and supervisor were on the defense from the onset of the call and defending a technician that's giving them a bad name. They were not apologetic or accommodating in any way.
First American almost always pays to get appliances fixed or replaced. But they also almost always deny your claim at first. They will always come back with some reason that they are not responsible for replacing your appliance - usually saying it was misused (how do you misuse a refrigerator?). They make us jump through hoops each time we put in a claim. We have to prove we didn't misuse our refrigerator/microwave/air conditioning, etc. We reported our microwave being broken on 8/29. It is 10/13 and we are still fighting them. It is extremely frustrating and surely other home warranty companies are not as bad as this.
First American is pretty reliable. My husband usually calls them to file claims, and I haven't heard him complain about it. The process has been pretty easy. We recently had the kitchen faucet done because it has rotted away with wear and tear from the hard water that California has. The technicians came out and they knew exactly what was wrong. Although they had to order the faucet which took so long because it had been discontinued. We also had to call the contractor twice to see what was going on and why it was taking so long. They said they'd get back to us. First it was two weeks and then it went into over a month. But once they got the faucet fixed, we haven't had any problems with it. So it's better than not having anything at all.
I had used American Home Shield for quite a while and they got really bad. I had also used First American years before that and they got bad. Now they got better again so I switched back, and I really like Lisa, my representative. She's excellent. Submitting claims was very easy although I do the claim on the phone because I can't see the prompts online. And over the last year, the speed that they answer the calls has really improved. One time, the technician came out for a leaky faucet. He told me how long it would take to fix it, and the quality of the work has been good. It seems like the quality of the technicians are a little bit better as well.
When we purchased our home close to ten years ago, the builder had it covered with First American homeowner's warranty. He covered it for the first five years and then after that, we kept our coverage going. We've never had anything but minor claims and there has only been four of those. But filing the claim in order to get a provider to take care of the problem is extremely easy. Everybody’s really friendly. Also, we've always had good contract people to come out here and fix whatever the problem was. They’re very competent and they always tell me exactly what's going on and what needs fixing. The quality of work performed has really been excellent. I've never had a problem recur when they came out and fixed something. That tells me they did it right the first time. They've also covered my washer and dryer, stove, microwave, and everything else. I don't have any problem with how they do what they do. I don't know how they do it, but they do it very well.
When we bought the house, the sellers gave us a list of people that we could get a home warranty with and we did reviews and researched on it from various places and saw that First American had really good reviews. We submit all of our claims with them over the phone, though we have done it online once and both experiences were great and timely. Their claims reps were professional and friendly. They were very attentive to what the issue was and were quick. It felt like there was a sense of urgency even though we had to wait 24 hours for what company will come out. Their technicians were polite and very professional, but the last one who came out was not. Other than that, First Am is a great business to work with. I just renewed, and I am gonna renew with them again in the future.
I was looking for a home warranty online and saw what First American covered and their reviews were pretty good overall, keeping in mind that most of the reviews are written by people that are pissed off. It's easy to file a claim, and I normally do it online. Their reps were very courteous and were able to answer my questions when I talk to them.
In addition, the technicians who came out did their job well. However, the people that they were sending out to my house for the air conditioning weren't compliant with State laws as far as identifying their air conditioning license on the vehicle that they came out with. The people who are coming out are in their personal cars, which is not legal in Texas. The name of the company and the Texas air conditioning license number are required to be on the vehicles. Anyway, the techs that came never got to actually fix the problem because I just did a cash-out and had somebody I knew take care of the problem.
I've always had great vendors, but I was a little shaky on the air conditioning vendor. I've had electricians, plumbers, and appliance repair people come out and no complaints on any of them. If anything, I was impressed on the quality of work that they did. I'm very happy with First American. It gives me peace of mind and I haven't been really disappointed by them. They seem to be doing a good job.
I was talking with my friend and he recently bought a home. He was telling me he got a home warranty so that's when I got curious. First American was the provider that he got, so he provided their information and we went with them. I submitted a claim myself for the plumbing in one of the bathrooms and it went very well. I had called instead of going online, so they helped me and made the appointment. They also directed me to the website for me to sign up and they told me that I could just do the claims online which was an easier thing to do.
The two technicians contracted by First American came and they tried to fix whatever needed to fix. They couldn't do it at the moment because they said the toilet needed to be changed. They said that they would call the insurance and that I should wait for them to call me. The next day they contacted me letting me know that the insurance had approved the claim. They came back another day and they did the replacement. First American has been very quick in responding to any concern. It's been a good experience so far and I'm happy with their service.
We’ve been very pleased with First American and we find that they’re prompt. Just the other day I called and talked to somebody about a late payment, and he was very polite and nice. Our last claim was for the garage door and the technician was very polite and nice too. However, we’re having a little bit of a problem again. If we need help again, we’ll give First American a call.
First American Home Buyers Protection Company Profile
- Company Name:
- First American Home Buyers Protection
- Year Founded:
- Santa Rosa