First American Home Warranty Reviews

I've had a heated air guy come out, the plumbing serviced and a washing machine replaced. At one point, my furnace went out and I only had the service for about two or three months. Initially, when the contractor put in the claim, First American denied having to put in a new furnish, but he convinced them that if we don’t, then we’re gonna have problems later on. So, they went on, put the new furnace in and they’re working fine. The contractor was able to handle everything and I had the best experience with him. I’m very pleased with First American.

Joyce was checking on it with one of the representatives. Tony is the guy that owns the company. He was going to check with Joyce also. And that's been five days. Of course, we had holidays. I was going to call Joyce again to see how they were going to handle that. What they're going to do and when they're going to come back, one or the other.

After listening to both the contractor and FAHW tap dance around the issue, I have no confidence that what I am being told is honest or accurate. I have had other techs assess my unit, and they see no logical reason for these modifications. I've lived long enough to recognize bs when I hear it, especially considering that the rep could not provide me with any specifics on covered items, knowing what it would cost on the open market. For what I have needed FAHW to do this past year, I could have just called Joe down the street to make repairs and saved that monthly payment. I do not recommend First American Home Warranty.

With every issue that I've had, whether it's something I ended up having to pay for myself or something that First American worked on, it has always been easy to get in touch and work with them, and to get somebody out to look at problems. When I have somebody that I can depend on, then I hardly move away from that. I always call when submitting a claim, and to me, it's been fine. The claims representatives were great. Whoever I've talked to in the different times with whatever the problems were have understood what I was talking about. They assigned someone to do the job and everything went fine. It was either something that was covered or something that wasn't. The only time I had a problem with a technician was when a guy from Sears looked at my air conditioning and I wasn't happy with how long it took him to isolate the problem. But other than that, everybody that's come out has been really good.

We just sold our house and our First American warranty is transferable, so we're going to transfer that over to the new owners. We're going to be moving to our motor home or RV for a while, but when we get another house, we'll get another home warranty with First American. They're very professional, easy to do business with and have great follow-up.

After several calls from June 17-21, I was told by Platinum that they had submitted their report. FAHW told me they had received no report. This went on for about one week when finally FAHW said they received a report but it was for fan blades! I inquired further about this as I was told the unit would need to be replaced. How are fan blades going to work on a unit that the motor is clearly not working?

Close to one week more goes by. At this point, I can no longer get through to Platinum and have left 4 voice mail messages after waiting 10-11 minutes each time, when their automated voice mail comes on. I call FAHW and I have to wait on the line while they call Platinum. This occurs several times throughout the week. Some of the calls to FAHW, they could not even get through to Platinum, their own vendor! At this point, I am making it clear to FAHW that I am not happy with the way and lack of professionalism this claim is being handled and that Southern California is experiencing a major heat wave and the temperature in my area is in the triple digits, upward of 107 degrees, plus. Thank God I had purchased a portable AC unit in May although, until the breakdown of the wall unit, I had not needed to hook it up.

Anyway, FAHW is finally able to get through to Platinum who tells them that the fan blades are no longer available and they were going to have to update their report to reflect that I need a new unit. Seriously? I was told this was the original request on June 16, 2017!!! It is now June 27. June 27, I call FAHW again. At this point, a representative whom I could not really understand since he did not have a full command of the English language said that FAHW offers temporary relief in situations like this. Quite frankly, I just wanted (and still want) my AC unit replaced. I told him that I had purchased a portable AC unit a couple of months ago, to which I was told that would suffice if I could provide the receipt.

I did as I was asked. Meanwhile, the AC Unit was supposedly being ordered. I asked him if FAHW could use the services of a different AC company. He actually said that he didn't know why they were still using Platinum since they have received so many complaints. This DID NOT HELP MY CAUSE NOR MAKE ME FEEL ANY BETTER.

The FAHW rep emailed me his response to my submission of my receipts and I quote (cut and pasted from his email): "I got inform that they are unable to located the fan blade your wall unit. So most likely it's going to be replace. You claim is being handle by the authorization department but I also being updated for it. I am going to submit the check for approval of the $150 temp relief."

June 28, I get a call from a clear speaking rep from FAHW. The only reason I actually get a call from them now is to tell me they were rejected my temp relief. I explained in a very strained voice all of the trials and tribulations I had been going through since June 16, with both Platinum and FAHW. Needless to say, the temp relief was approved. I asked him for the status of my AC unit. He calls Platinum and actually gets someone. However, apparently, Platinum had not yet placed the order for my replacement unit. Really? No, you don't say.

At this point, I have emailed FAHW twice, the last time expressing my disappointment and actually expressing to them in writing that I want to make a complaint, called and left two messages for this last rep who is allegedly handling my claim. I have called and left four messages with Platinums voice mail messaging system. Remember, the only way to get to the system is to wait the 10+ minutes each time. Last I was told, Platinum had placed the order for the replacement unit. However it takes 1-1 weeks to arrive at Platinum and they will call me to schedule an appointment for installation.

Well folks, guess how long it's been? Let's just say that today is July 12, 2017 and I have yet to receive a return call or email from FAHW addressing my concerns or rectifying this issue and I continue to leave messages on Platinums general voice mail system. Oh, by the way, over the past month of this ongoing issue, I continue to receive automated requests and reminders to renew my policy with FAHW.

Fast forward again few weeks and the correct part arrives but he does not know how to install the component properly. He tries cutting and connecting things randomly to determine at the end that the whole water heater cannot work anymore and needs replacement (obviously no clear explanation was provided, no diagnostic was conducted to find out what the problem was. I was there the whole time to check on his work). His incompetence then turned out to be very costly for us, the new water heater cost was covered but the warranty charges us the cost of installation as quoted by this terrible contractor.

We asked many times to get the same water heater but they said they cannot enforce that without thinking that this is extra cost for the homeowner because the contractor will choose to install whatever parts they want, they may get a cheaper component and charge whatever they want for installation, and the warranty is not protecting you at all. The installation alone now will cost the same as buying and installing a new heater from a reputable vendor and we have no idea which heater they have purchased.

Both experiences were so stressful, the warranty is basically worthless, the time and money it takes to fix your problems is much more than it would be going on your own with a contractor you select and trust. The customer service is terrible, the phone machine is basically not working, you end up waiting forever for a representative and you will never be able to talk to anybody. Even if you do get to talk to somebody it is extremely frustrating because they do not care at all and will not try helping. The point of buying a home warranty is so that when something happens you will be covered and somebody will help taking care of the issue, unfortunately though, with this company you will just have more trouble and you will spend more money.

Once the contractor finally showed up they were prompt to submit everything needed to FAHW, we were scheduled for a new hot water heater to be installed by the next day. FAHW then gave the contractor the run around, as well as my husband each time he called. We were told by FAHW that the quote was authorized and then received a call from the contractor informing us that they could not install the hot water heater because it had not been approved by FAHW. DO NOT USE FAHW!! Buy a warranty from someone else. This is literally the worst customer service experience I have EVER had. We have now been without hot water for 5 days with no end in sight.

They said that they would have a contractor at our home at the end of the week. They never called or came. We called back and they scheduled a new contractor. The contractor never called. We called the contractor and was told that they didn't have our work order. We finally got that squared away and had a technician come to our home four days later. He comes down from the roof and tells me that we are missing the drain line. He tells me that he has to send the report to his company and they would send it to First American to verify coverage. I received an emailed report within 10 mins of his inspection.

The next morning I call First American to see if it's covered. They hadn't received the report yet. That evening I called back and they still hadn't received the report. I was put on hold while they called the contractor and received the report. I was then told that it was not covered. The real problem that I have is that it took three weeks just to get someone to our home. Three weeks for the possibility of more damage. Three weeks of no power in that room. Even if it would've been covered, it's still ridiculous that it took three weeks. I will definitely be looking for a new home warranty provider.

Original Review: July 11, 2017

On June 8, 2017, I submitted an online request due to my garbage disposable not working. The process was easy and the next day the plumber came out to my home to look at the unit. The plumber said that the unit would have to be replaced and that he would submit the request to the home warranty co. I did not have to pay the $65 service call until the work was completed. At this point, I was pleased with the service; however, I had no idea what pain I was about to endure. About two weeks later (FYI, I am not able to use one side of my sink due to the broken unit) I heard nothing. On June 21, 2017, I called First American Home Warranty and was on the phone with them for 26 minutes, as they had to call the plumber to ask for their service report. They said they could not do anything until they received the report.

The following week I heard nothing, so on June 26, 2017, I called First American and again was on hold so that they could contact the plumber, but only took 14 minute call. They told me I would hear from the plumber the next day. We finally got the report and the plumber was going to make the repairs. I then spoke to the plumber, but he was only authorized to install a regular garbage disposal and that I would have to pay an extra $100 so that I could get a unit that had similar features as what I currently have. On June 30, 2017, I called First American to ask why I had to pay an extra $100 for a similar unit as mine. I was on the phone for 10 minutes, was disconnected, and then was on the phone for an additional 60 minutes, and finally they said they would submit my request to purchasing to see if they would match all features of my garbage disposal. I was told I would get a call in a few days, but I did not.

I called First American on July 11, 2017, was on the phone for 1 hour and 10 minutes, 45 minutes of that was on hold waiting to speak to a supervisor. I finally gave up and told the representative I could not continue to wait because I have to work. However, the representative named Luis, who would not give me his last name said they do not consider the noise reduction a feature. I have done my research and all the websites I've seen states that it is a feature, the specification of the product says it is a feature, and I consider it a feature. Also, the HP they want to use to replace my unit is not less than my unit.

First American contract states, "The company will replace with equipment of similar features, efficiency, and capacity but not responsible for matching brand, dimension, or color." Our home is equipped with an InSinkErator Select 5/8 Horse Power (HP) with Noise Insulation to reduce noise and they want to replace it with a unit that an InSinkErator Badger 5, which is HP garbage disposal with no insulation.

I believe that First American Home Warranty is violating their own contract by not matching all features my current unit is equipped with. First American Home Warranty said they could pay me out and I could go buy my own unit, but that they would only give me $7.00, which wouldn't even pay for the taxes. I am very dissatisfied and feel that this company is lying to customers and giving them false information and expectation about their services. Also, their calling system is flawed as they make you hold for almost everything and they won't call you back when they are free or have contacted technicians for information needed to complete work orders.

I was considering renewing my contract, but I do not believe it is worth it based on this experience. I may end up buying my own unit, having it installed, as it would be cheaper than paying the extra $100, plus $65 for a unit of "similar features" from First American Home Warranty. Also, I will be looking into what steps I need to take to address the company for violating their own contract.

The technicians that First American sent out have also been very nice. I've had four of them come over, two for my refrigerator and two for my air conditioner. The other ones did perfect but one of them was not very neat and he was reported to the company. The refrigerator people were very professional, knowledgeable and took care of the problem ASAP. One of them showed me what the problem was, told me it was going to take a couple of weeks because they needed the part and went step by step.

I've had a wonderful experience with my refrigerator, but I'm having a terrible experience with my air conditioner. The last tech that came out told me about a coil that needed to be replaced but he never took me out there or told me where it goes like the refrigerator guy did. He also said that he was going to see if he was approved or not to fix the problem but in the meantime, my air conditioner is still acting up. It's not my first house so I know that there's still something wrong with it. Right now, I'm very disappointed. I haven't heard back from anyone and I don't know whether to get in touch with the company or with First American.

I waited another 7 days and still heard nothing! I called First American and they said the parts must still be on order. In my home owning experience it doesn't take 19 days to get a part in for an air conditioner - unless you don't really want to fix the problem! I have had no customer service support from First American, and they could care less whether my problem is fixed or not. I have a pregnant wife at home and the house gets up over 80 degrees. THEY DON'T CARE!

They assigned a special agent to my case and assured me she would follow up with me in 24 hours. She didn't! She called and left one message two days later telling me she had checked on my case and the parts were on order! Are you kidding me?!? I called her back 5 times that same day but she never once answered the phone. It is 19 days and counting since I opened my claim and I can't even be sure the parts I need to fix my problem have been ordered. DO NOT USE First American for your home warranty.

I called in on 07/06/2017 about the plumbing issue. They give me a contractor phone number and claim# which is **. 1st contractor, FAHW Told me to call the contractor and deal with the contract. When I ask them customer Service Rep why I have to call and deal with contractor. Why I am paying FAHW for. The answer was very rude. Rep told that's the way it's in the FAHW. Ok that's fine. I call James ** the plumbing contractor. He told me he cannot come because his truck break down. Then he ask me what happen. I told him. He said it is not covered. I told him FAHW told me it is covered. Contractor told me that he cannot come since his truck breakdown and he don't know when it will be fix.

Then I call back FAHW to tell them about it and spoke to Balbino ** who was very rude and instead of Apologizing and help me start explaining me the company's policies and start arguing with me the topic has nothing to do with my issue for what I am calling for. Told me to wait 48 hrs. Then I call again. Spoke to Kelly ** who have no Idea. Didn't even read the notes on my account of what's going on. Keep over talking. When I ask for supervisor she complete denied and told me to cancel the service and go somewhere else.

I was very helpless. I pay $57 every month on time but when I need help FAHW try to avoid to help me. I waited 48hrs since it was 07/06/2017 so I call back on 07/09/2017. From 07/06/2017 till 07/09/2017 no follow up no call back from FAHW. That is unbelievable. On 07/08/2017 I call back again from the solutions Dept. I was given another contractor number and I was told to Deal with them who was BS Plumbing. I called them, left massage. Until 07/09/2017 they didn't call me yet. On 07/09/2017 Spoke to Carlos ** in solutions Dept, again he was clueless. Start explaining me the company policy, I told Carlos it already 48hrs. He just flat out told me he cannot do anything. As I explain before FAHW is based on lie and fake promises when customer a service call... As of now 07/10/2017 my problem is still not fixed and nobody followup or called from contractor or FAHW.

UPDATED ON 07/13/2017: 6/9 filed claim on Water Heater. 6/13 paid $75 to provider for service per FAHW. 6/15 per authorization paid $200 old water heater removal and measured clearance 19". FAHW ordered 18" WH twice. 7/7 FAHW advised me THEIR SUPPLIER could not provide 18" tank, although readily available everywhere. 7/7 Filed complaints at 7 consumer protection agencies. 7/13 Consumer Affairs report said FAHW WAS ISSUING $400+ Check to cover EVERYTHING (including my reimbursement of $275). 7/13 Refiled claim with Consumer Affairs and FAHW. Claim is NOT RESOLVED.

7/13 As a compromise, I contacted FAHW that in order to settle before I die (age 71+ with Cancer) that I would take the $400+ and $275 reimbursement. Alejandro at FAHW said no, that I have to accept their offer of $400+ or nothing. I am requesting for them to provide WH and Installation or reimburse me the amount I will pay to have it done. I now have NO HOT WATER, NO COLD WATER and no air conditioning, waiting for resolution. I have spent well over 30 hours on this. I have limited time left to live. Please do not make me use precious time on this. Please help me.

I googled the company and once again RATED F!! I called a reputable company and they were out in less than two hours, RATED A+ with the BBB. My bill came to $1,595. I will be submitting my bill to First American and if no results then to an attorney. Why are we paying $500 a year for a warranty when they send F rated technicians that can't fix a simple toilet leak? Read reviews on this site for people who needed A/C repairs, complete nightmare. I suggest anyone using this company to research who they are sending to your home as it will save a lot of headaches and MONEY.

Sears has one good technician but the other ones aren’t that great. A lot of the time, the technicians would guess what's wrong with the part. One time, I ended up having to buy a cheap microwave until they fixed the other one. They said they did it right. Then it got charged three different deductibles because they had never fixed it right. Overall, the subcontractors are terrible and First American doesn't check back with you to make sure the work got done properly. I wouldn't recommend First American.

I received the information for a contractor less than an hour later and called the contractor to set up an appointment. Their office was closed for the day, so I left a message and waited 2 days to hear back. I called again and discovered that their office manager was out for the next two weeks and they were unable to take new customers in that time. Following a conversation with First American, I was given a new contractor (once again, that did not contact me) and after calling them 2 days later, I found out that they were unable to schedule a diagnosis appointment for the next two weeks.

I called First American for a third time and was connected to a Claims Resolution Supervisor due to my dissatisfaction thus far throughout the claim process. This person assured me that a contractor would contact me by the end of the day tomorrow, that he would assign my case to a claim manager, that he would be sending me a temporary relief check to either rent or purchase working unit for the mean time, and most importantly that he would follow-up with me via phone.

None of these four things occurred. At this point, my home had been without a working refrigerator in it for over a week. This is when the 5th contractor that I was put into contact with scheduled an appointment for diagnosis. He came to diagnose my refrigerator 2 weeks after I placed my claim. After another week, the contractor came to replace the parts he ordered and discovered a third malfunctioning component, that needed to be ordered.

During the time waiting for the first parts, I spoke with 2 other supervisors in the Claims Resolution Department regarding my options and potential outcomes of this claim. The first assured me that the original supervisor would call me back, which did not occur. The second told me she would assign my case to a Claim Manager (which I was told would be done two weeks prior to now).

The Claim Manager left me one voicemail to introduce himself and tell me that First American was proceeding by ordering the third recommended part and that if I had further questions to call back. I have left 3 voicemails for this person and have been told by numerous representatives they were sending him an email to call me for follow-up. This has not occurred yet. Following the contractor coming for a third time to replace malfunctioning parts, my refrigerator is not functioning properly. I am waiting for a fourth appointment for diagnosis. As of today, I have spoken to 5 Claim Resolution Supervisors, numerous representatives, and have not yet spoken to my Claim Manager.

My home is now going into its second month without a functioning refrigerator and I am no closer to a resolution. The Supervisors in your Claims Resolution Department do not care about customers and lack the respect to deliver on promises such as a follow-up phone call. There is a significant breakdown of communication on your company's end between departments when I can be left without a follow-up from my Claim Manager, who I have been told is solely designated to return phone calls and see a claim through to its end. This lack of service I am being provided by your company is appalling and unwarranted.

Well, guess what? Here it is 10 days later and STILL no water heater, and water continues to flow out of the hose onto the street. Can you imagine how much my water bill is going to be? I've made daily calls to First American Home Warranty; each time, they would tell me they were waiting on the supplier to deliver the water heater. By the way, it was supposed to be delivered on July 6th, 8 days after the work order was submitted--and even that is unacceptable. I called again today (July 7th), and First American Home Warranty said they called the supplier but no one answered the phone. Why hasn’t First American Home Warranty escalated and resolved this issue with its subcontractor?

For over six years, I’ve religiously made my monthly payment to First American Home Warranty. This is the first time I submitted a claim, and this is what I get. First American Home Warranty, YOU SHOULD BE ASHAMED FOR ALLOWING YOUR CUSTOMERS TO RECEIVE THIS KIND OF TREATMENT. I’ve had to stay in a hotel just to take a hot shower. This is a major inconvenience. Your customer service is beyond horrible. Absolutely worst home warranty company ever!

I have been with First American for 2 years and they were so responsive in having the policy renewed after the end of the year but are not that considerate when it come to getting the service requests resolved. We are with no Air Conditioning for 3 weeks in June and first american just won't work on expediting the process and trying to resolve this sooner, not sure how many more months it is gonna take to get things working, thank you First American. Sure it is time to find some other warranty because clearly this company and the contractors they hire are incompetent.

If you are offered this company with your new home run and run fast, they just want your money. Then when you need them they won't help you or find an excuse not to help you. Save your money for repairs so you'll have the cash to pay for yourself. They got us for $66.00 a month for 3 years. That's a total of $2,376. Just put that in bank not in their pockets.

Today is Friday at 1:15, they close at 5:00 for the weekend. The last claims representative I spoke to said they are just waiting for purchasing but there is NO WAY to contact purchasing other than via email. My husband was on hold with them for TWO HOURS on TWO different lines before he could get in touch with a supervisor. The representative who sold us our policy is the only one working to try to get this resolved. I love our sales representative but I could not recommend this company based on the slow and unprofessional service I have received with the claims department.

It’s easy when you call them to put a claim in. You can submit a claim online but I prefer doing it in person. I rarely get put on hold and it doesn't take a lot of time. My husband tried to call once and it took him longer than I normally do. Within two business days usually, I can get someone out. And sometimes sooner if we ask. In the last five years, I've had the air conditioner fixed twice and they're good. When I couldn’t get it fixed and they suggested a place that couldn't come soon enough, they were willing to look for other service providers within their area to make it speedier. It was the heat of the summer and it was nice. I've never thought about changing them because their customer service is very helpful and I've never had a problem.

The claims representatives were super friendly and nice. When things break that I'm not familiar with and I tell them what it's doing, they listen. I've never had a problem with their customer service. One time there was an issue with the house and we can't wait that long so they called around and found someone that could come sooner. The technicians are good. There was only one that wasn’t and you learn as you go. When they replaced my garbage disposal, my husband and I didn't even bother to check it out. And it was our fault not understanding the terms so I don't blame First American. He didn't install it properly. Luckily my dad came and was able to help me fix it. They didn't tighten something down and my dad knew how to do it. It wasn't a big deal. All the other technicians have done everything thoroughly and explained it. I ask a lot of questions and they were willing to answer.

It got really hot here in Texas in May and our air conditioner went out. A young man came quickly and at that time, he didn't need help doing what he thought needed to be done. He came the next day with somebody else to help figure out why our air conditioner wasn't working. He was a young guy and there's something he could have done but he just told me what to do. Because if he did it, it wasn't covered by my warranty and he'd have to charge me. It was taking some wires that had been weathered and putting electrical tape on them. When you have somebody that could have charged me something without explaining but chose to do the right thing, you can't beat that. My husband and I have been highly satisfied with everything including the people that they provide except for the time when they fixed the garbage disposal.

I've saved a lot of money over the years between two air conditioners, two heating times they had to come out, the garbage disposal, the hot water tank and the first year of living here by myself. They've also saved me a lot of heartaches. They fixed my garage once too and I have no complaints. I don't foresee ever changing and as long as I own this house I will keep them because of all that they've done. Not everyone has the same experience but I've enjoyed them. I have recommended them to a couple of ladies.

The contractor is asking my client to pay for non-coverage part or labor but the contractor inflates the items and prices, so she didn't accept the charges. Well the home warranty offered my client to pay $518 for the replace of the compressor, labor and part plus she would have to look for someone to finish the work. With this money, she can't do anything.

I had been trying to negotiate with the company since I was the one that recommend my client to get and there is no way that I can reach an agreement. The rep Michelle **, doesn't want to answer my calls only few texts and she said, "I can't do nothing" and at the home office they are saying that they gave me 2 options that she has to choose any one of the boths, big mistake. I would ask my customers to cancel all the policies that I got with Michelle **, since there is no one to try to help me resolve this problem. I can't believe that the home warranty wants me to pay her $518 and the contractor is requesting to pay $785. Hello, something is wrong here. Please never use their services again, big mistake.

The first claim I had, I called by phone and I told them what my problem was. The claims rep then said that she will contact someone in my area who will contact me shortly and they did within hours. The second time I contacted them, I said I'll try online and see how quick that is because I do everything online. One, time, they replaced my garbage disposal. When I discover the leak, it was late in the evening. I went online and decided I would wait and give some time until the next day. Then, they woke me up at 8:00 in the morning when I got a call from the plumber and he was ready to come within two hours. It doesn't get any better than that. They've been very nice and the quality of work was top-notch.

My second incident with First American had to do with my refrigerator. Overall, they responded quickly and came when they said they would. One guy said he'd be there between noon and 4:00 and he was here at 12:05. I'm so pleased with them and that their prices without having the insurance are very reasonable. I'm really happy with the service and the experience was excellent.

Upon completion of the job, my husband had gotten in from work and this was after six o'clock pm. We went under the house and asked them why did they install a new expansion tank (my husband said that he had to show them that it was a tank already installed). The contractor apparently did not see the tank and installed a new tank on top of the new hot water heater and this is where some of the additional charges of $275 came from.

After they left, I asked my husband why in the world would we need 2 expansion tanks for 1 hot water heater? I have talked with other plumbers and they said we did not need the extra tank that they installed, they probably didn't see it and had already installed it when my husband showed it to them when he got in from work. I was really upset because, he should have just installed the heater. It was late when they got here and they just flat out didn't trace the line and see the expansion tank because it was not sitting on top of the old water heater. So that cost us unnecessary expenses. Due to their lack of commitment and having to be contacted every day, I definitely will not be using them for any other plumbing issues.

My most recent claim was for a plug that wasn't working. I was a little frustrated with the technicians that came out and fixed it because they came to look at the problem, couldn't figure out what it was, and it took them almost two weeks to send somebody back. The technicians I get for whatever problem are sometimes good and sometimes aren't. But I don't blame the home warranty company at all because it would be that way if I called somebody and asked for somebody to come out to you. The only issue I have is sometimes when I call to try and resolve a problem, the amount of time I spend on the phone trying to get with a person is a little lengthy, and it makes me not want to call. But overall, my experience with First American has been very good.

Whoever they hired had come out to fix my stove on May 25th. It went out again so I called to tell them it's the same problem, but they told me, "I'm sorry but it's been over the 30 days so you would have to come up with your $75." I told them that wasn't right because it was the same exact problem. I said, “I understand that’s your policy, it’s 30 days and not you guys. But whoever you’re hiring needs to back up their stuff.” But they talked to the person who came out before and they got it fixed. I’m glad that they decided to back it up because I was going to blast them all over Facebook if they haven’t. They fixed it so I'm still very happy with them.

However, my daughter wasn't happy about the one who came out to fix the stove. She didn't like his appearance and his attitude. He was offhand and she didn't like that. I called them yesterday and they're coming out again. I haven't heard from the stove guy but he said he will call soon. Other than those, they've been awesome.

I felt comfortable with the techs that came out too. They’ve been professional and courteous, and they cleaned up after themselves. A few of them called me or sent me paperwork regarding the problems. If the timeframe was too far out, I'd call back and they’d try to find me someone who has a closer timeframe to come out. I'm also pleased with the quality of their work. There was one issue where I wasn’t too happy, but when I called back and said I had a problem, they were quick to get another person to come out and make notes of that. Overall First American Home Warranty is a very good investment to protect your property. I only see myself getting rid of First American if I decide to sell my house.

In January of this year, I had a compressor of my heating and cooling system go out. First American gave me a local contractor. They came out, they replaced the compressor, I paid my $65 and went on about my business. But about four weeks ago, my air conditioning went out on a Saturday night when the temperature was an all-time record high of 112. So, I called on a Sunday, got somebody and they set up the claim. They told me that my policy was renewed in March of this year but the air conditioning was not covered. I told them that it was covered in January. I dug out my stuff that I got in the mail and there was a letter in there thanking me for renewing and a statement that said that my terms of contract and cost have not changed.

On Monday morning I called and got a hold of the claims resolution specialist and I finally figured out that they don’t know the difference between a heating and cooling system and an air conditioning in the window. I got the idea across that the heating and cooling system is all one unit and that it comes with the house. I called the local contractor on Sunday and the soonest they could come and fix the system was Monday evening at 5:00. They come out and fixed it on Monday night but on Tuesday morning, I get up and the temperature is 85 again. The thing that went out initially was a thermostat that turned on the fan to cool off the compressor outside the house.

On Tuesday I called them and they come back out on Wednesday evening. So now, I've gone from Saturday evening to Wednesday evening with no air conditioning. On Wednesday evening they came out a little bit earlier than what they said they could. They called me and said they could come out at 3:00 instead of 5:00. But it was 5:00 by the time they got the thing going again because they had to go get a part because the unit inside that distributes the air throughout the house had gone out. There were two different things and the technician said that this usually didn't not happen. Consequently, I got the thing fixed and I was relatively satisfied.

It was Saturday when I get a call from somebody that’s supposed to be from First American Home telling me they would show up to get the air conditioning fixed. I told them that it's been fixed and has been working for three days. So there was a little confusion there and that has been the worst problem I’ve had with the warranty company. Usually, they come out and things are fixed and are trouble free. It wasn’t that bad, but it was annoying because I had too many other claims going on at the same time so I was a very unhappy camper. Also, I don’t think the people that take the calls and set up the stuff are really trained very well. Unfortunately, most of them are Asian and I have a problem understanding their accent.

I've looked around and sent somebody else out to look at the air conditioner. The problem was the condenser, the coil and something else so it wasn’t just what Air Force One was saying that it's gonna be. So, with that, the money that I got from First American is not gonna cover to fix it. So I called First American and told them I didn't want to cash-out. The representative said, “Once you took the cash-out then that’s all we could do.” But on the back of the check, I read that if I signed the check, I would relinquish my rights to First American Home Warranty and that scared me so I hadn't signed it.

That's when I got upset and asked for a manager. They're supposed to send somebody else out but that was just the other day and I'm still waiting on the response. The manager would have to find out if we did cash the check so it might take a while and I understand that. However, other than this last claim, everything had been good.

Well fast forward and now our AC isn't cooling house. And we submit claim and FA lets us know someone will be coming but gives no timeframe. Then when we try calling contractor we get no answer. Then a while later he calls back and says will be here between 1-4. Gets here looks at AC for 5 minutes says it's not working because it's dirty and has cracks??? Takes our $75 and leaves.

Called FA and says nothing they can do as maintenance service is not covered. Ok I can understand that but the people they are doing business with could have at least serviced it if they were going to take my $76. I called other companies and was told cost for service is $75. So I could have just paid someone $75 to have it serviced and done right the first time but now I am out $75 and still have a "dirty" AC. FA seriously sends out the most unprofessional people. We pay the $425 for the warranty then have to pay another $75 for each claim submitted. So I seriously see no point in buying this warranty! Save your money!

More recently this is the 4th time in a year I have had to call them about a plumbing issue, but this issue has been consistent throughout the 9 years I have owned the home and the warranty. The clean out in front of the home will start spewing out water and food that is supposed to do down the drain connected to the kitchen sink. Then the water and food sits against the house until they come out. They are pretty good about response time so far though. So every time they've come out, the plumber snakes it and calls it good.

This time however, the plumber came out and then with an attitude told my daughter in law he couldn't work in these conditions, that it was a waste hazard and that I needed to call another company to take care of the waste hazard. Then he asked her who the company was that last came out, she said "It was you." And the actual plumber that came out the last time was with this plumber, but would not say one word. This same company has been the one that First American sends out every time and this is the first time anyone has ever mentioned it being a hazard. It is in the same condition every time. Now I'm concerned about secondary damage this has probably caused and hazard to my house, family, pets, etc.

When this plumber called me to tell me he was on his way to the house I told him this was the 4th time and that someone prior had mentioned it needed hydro jetting (?). So I call this other company because of course secondary damage is not covered by the warranty and they told me it would cost $875.00 to remove the soil in front, bag it and dispose of it and treat it with chemicals. WHAT?!!! Why wouldn't any of the other plumbers from the same company mention this? Why wouldn't they fix it long term? I am really concerned because this same problems happens all the time. But their motto is if it worked when they left, it's fixed. Someone needs to do something about this racket!

After another failed attempt by Sears to repair my range on this Monday, I have been on the phone this past week with First American to have all of their calls drop as soon as they put me on hold to "research" and not one representative has made any attempt once the call has dropped to call me back. I have phone records that show over 40 calls to First American that have dropped. I have spoken to over 30 Representatives all of which again have not bothered to call me back once they dropped the call on their end, over 40 hours on hold for nothing!

The latest repair attempt occurred on Monday they (Sears) once again, unable to repair it. Sears requested authorization from First American to order another part (same part as they put in before). First American denied the request. Told them that they would discuss it with me and call me that night to get authorization from me and they would order the parts on their end. First American has not contacted me and when I have called First American again today I have had them drop my calls three different times again with no callback. So I still have an inoperative range with no solution and a warranty company that says, "I am sorry we cannot call you back, we have incoming calls that are our priority." Not the customer who has called over 40 times and waited on hold trying to get their oven repaired which is covered under the warranty they sold me.

Original Review: June 27, 2017

Requested HVAC service: Contractor assigned as emergency. I've had an issue with my HVAC unit for 2 weeks. I explained to Contractor what was happening. Of course the unit ran fine with the contractor. Nothing repaired. 2 days later the unit failed. Same issue; I called your offices and they wouldn't upgrade my request as an emergency [I'm a heart patient, having under gone 7 surgeries] and the original Contractor will take 2 days to come back. I explained to your employee but got that's the way it is attitude. Never had a problem with your employees before. I'm not really happy at this point. I may have to change companies when my contract expires. I do have 2 properties with your Company. Thanks!

Bad part is we communicated to FAHW several times that temps are 90+ outside and one of the family members is disabled with a medical condition. They did offer us $50 to purchase fans. Three weeks and counting without a service tech visit. Sadly, we have several AC repair companies within 10 miles of our homes that we have contacted and they will be out within 2 days if we pay them directly for a standard service fee. Seems the issue FAHW has is that many contractors won't do business with them because of their business practices? Makes one wonder.

They finally called almost 2 weeks into the ordeal saying it's not covered because a drain pan in the A/C wasn't installed correctly in the first place and it was denied under some stupid limits of liability. Meanwhile this whole time, fiberglass insulation from around the A/C is coming out all of our house vents! I even had a home inspection done ahead of time and A/C serviced and no issues were found. Irritating because when we bought the warranty, there was no home inspection report needed and no mention of things not being covered like this in the first place. Sounds to me like they'd find any reason not to cover it! I think that First American is a rip off, their customer service is horrible, the contractors they choose are terrible, and we will no longer be using their company in the future. I also don't recommend them to anyone else!

When I didn't pay for him to clean the unit he said he would be off until Monday so I should think about it. He did change out a capacitor and said I needed to wait for 4-5 hours before turning the unit on and he left. On the invoice he said the motor had been running and was hot, but I had turned the unit off 2 days prior, so it was only hot because it was 118 degrees outside. When I confronted him about that, he said he "thought" it was running but he didn't change the invoice. On the invoice he said my unit was dirty and badly maintained, but my son-in-law was in the AC business over 15 years, so my unit was maintained and I had a high efficiency filter on the intake.

Of course the unit didn't work when I turned it back on, so I was left in a hot house again. Yelp reviews of this company has numerous complaints that are almost identical to mine. I paid $506 for another company to come out on 6/26/17 and replace the motor. That technician said the coils were not dirty and the unit looked fine, not poorly maintained like L&S wrote on their invoice. He turned the motor with his hand and could tell that the bearings were bad. Unit is working now. It just needed a new motor.

Two months ago, our pool/spa heater started turning off before fully heating the spa. We called FAHW and placed a service request - still today, it is not working. Granted, the analogue heater is 10 years old and it is hard to diagnosis a problem. But, after dozens of call to FAHW, they tried to send 4 different companies... one was booked and would not come out for 7 days to inspects the problem; one service contractor never showed after we waited all day; one suggested to replace with a new digital heater... Each of these calls to FAHW take a week to respond to and numerous service calls which require an adult to be home. As a result, we are now missing 1/2 the Summer without being able to use our pool.

A similar situation occurred with our Home Heating System this Winter! Numerous calls - numerous wasted days waiting for service contractors... We were cold and had to hire our own Heating Specialist (even though it was under warranty) - who indicated the replacement Control Board was installed WRONG and had mixed the wires. For another $300 it was finally fixed - no thanks to FAHW. Do not waste your money on the bad warranty service!

I had such good service in the past that I actually recommended First American to my son. In the past month he had a plumbing issue, had a plumber come to his home to free a clogged pipe, which ended up causing a leak that penetrated the first floor ceiling. Called again to have the leak fixed, the original plumber never came back after several repeated calls. Finally a different plumber showed up, to fix the leak, now the ceiling needs to be repaired.

I don't know what has taken place at First American which was a great company to work with in the past. It should be noted this is the first time I have ever taken the time to write about a bad experience. My concern is the quality of vendors they use for repairs since they must have a very short list that will work for what they will pay. I know for a fact that living in a large city I could get a repair person in a day or two max. I have already paid my yearly fee, but will have to consider staying with this firm based on the rest of the year and my future experiences should I have more needs for their services. Certainly if their service continues based on my current experience, I will definitely leave First American. Note: no receipt since still waiting for a repairman!!!

4. Last, if this contract is key, why is the contract not sent along with renewal and only after the customer pays renewal charges, they send the booklet which suddenly becomes the binding document on both parties?

Here is what I've learned after four years of having a warranty. These contractors have figured out that they don't have to do much and they still get the money from us. I have had so many come out and take one glance at my issue and just give me a quote for a bigger job that they know my warranty doesn't cover. They get my $75 and walk away doing absolutely nothing for it. My advise is to save up the $60 a month on your own and pay for repairs that way and do not deal with any contractors that are part of warranties because they have become a crooked breed.

UPDATED ON 07/13/2017: When in 120 degrees heat, First Am wasn't able to send out tech to fix the problem. We had the local AC guy to fix it or my 83 years old mother will simply die in this environment. First Am somehow was able to get ConsumerAffairs to delete my negative comment without addressing the issue, stating it's not the fact. They wrote an email demanding the bill and never respond. Well, this is it. They rely on customer bullying to deny claims and get away with it.

Our first issue is that our dishwasher is not working properly as it barely cleans and the dry cycle is completely gone. The first rep my wife talked to told her that she needed to do something with the children in the background as it was too loud for her. We have four boys under five and my wife was appalled that the rep would even make that suggestion. When confronted the rep said that the issue was a pre-existing condition (which it was not) and said they were not fixing it. We had to have management get involved and apologize and say that we absolutely deserve service. Still 5 weeks later the broken dishwasher remains without resolve. Our second issue is our AC unit. It has gone out in the start of summer and we are sitting here with no AC and they can't seem to get someone to the house to help. We have 4 kids and one is an infant!

Quite frankly we have called over six times today and argued with the reps again with no resolve. My wife has enough stress throughout the day and she shouldn't have to deal with this type of interaction with a company. I have never seen people just not care like I have with this company. I am a mortgage lender and will deflect every client I can from using this company. DO NOT use them. Do your research and go with a reputable company and learn from my mistake!

Original Review: June 20, 2017

I received a one-year First American home warranty when I purchased my home about a year ago. The only time I have needed service is this week, when our AC stopped working in 108-degree temperatures. I submitted the request and then called to follow up the next day. I was hung up on twice while sitting on hold for 10+ minutes. When I finally talked to a person, he told me the contractor had 48 hours to schedule the appointment, that my situation wasn't an emergency, that I should use a fan. He didn't care that I had a baby trying to sleep in the 90-degree house or that I was pregnant. He dismissed me quickly and succinctly.

Next I tried calling the contractor, who "screened" me and sent me to the scheduling department, assuring me I would receive a call in an hour or so. Then two hours later I received a call from the contractor, who "screened" me again and sent my information to the scheduling department, again. Two hours later they called and left a message. I called back immediately only to be told the scheduling department was busy and would call me back. They never did. Not only does First American not care one bit about its customers, but they clearly retain contractors who don't care either. This particular contractor had 70 one-star reviews on Yelp. Real winners. Save yourself some trouble and avoid First American at all costs. I have never been treated so rudely and unfairly by any company. Ironically, I received my renewal notice from them in the mail today. I promptly threw it in the trash.

I called First American and they sent a contractor. They filled the coolant up and it was working fine. They also noticed that there was a flexible pipe going into the gas feed for it. They said that’s a fire hazard. I had them replace what was necessary to make that up to code. That was outside of the terms of the home warranty, but the contractor offered to do that as an additional cost. They also said that there may be a leak but they can't tell at that time.

Less than a month ago, we thought that the AC unit was leaking again. So the contractor came out and they found that there was a valve that they replaced as part of the service that was leaking. They got everything up and going, and things are going well. First American Home Warranty is easier to work with than the other home warranty companies that I've had in the past. They don’t give me a big runaround. They’re direct and they take care of things without giving headaches or making me jump through hoops. I've recommended them to friends.

I called on 6/12 to find out about submitting the bill, and was told I did not have prior approval!! I told them I was never given an option to have someone else repair the AC. I also told him their contractor had just called my husband's phone (4 days later)! He gave me the email address for a Claim review and someone would contact me in 24 hours! 6/12 I called to see if there was any news and there is still no email in my file!! I asked for a fax # to fax my claim in! See what happens next, ready to cancel the warranty.

We said that we'd be happy to pay 50% now and the balance when the job is done. He refused. First American would not give us another plumber, despite the fact that there are dozens of others in the area. It's a racket. They jew down the contractor rate and only use the one who'll do it for their reduced fee. TOTALLY stay away from First American Home Warranty - RIPOFF if there ever was one.

By this afternoon we could just not go without water in the house any longer so I called again for an update - I was told that after 8 hours I was free to contact my own company to get reimbursed since they could not find anyone but it has to go through the escalation department. I was on hold for 39 minutes while they tried to find a contractor then disconnected and had to call back.

I was transferred to Ruben in Central America who refused to transfer me to a supervisor. He was condescending and rude. He told me they close in 1 hour 15 minutes and he would only pre authorize $125 for repairs - minus the standard service call fee - a plumber on a Sunday was obviously going to cost more than that- he said we had to call their office back for authorizations for any higher amount before work was done - and then he sealed the deal - he said the office closed in 15 minutes, not 1 hour 15 minutes and he wasn't perfect for not knowing how long his department would be open for. He also said they did not call any contractors that have emergency numbers - basically they called one contractor and left a message and they never called back so I was now on my own or be without water and have to take off work tomorrow. Which was not a possibility.

$400 later I still have a broken faucet, but water to the rest of the house and I get to deal with this company tomorrow. They better make this right tomorrow - but my expectations are so low after how I was treated by so many employees, my only recourse will be to go public to warn others and possibly court.

We've had three claims and each time has been a pleasant experience. I'm always the one that's present whenever the technicians come and they're always friendly. The last one we had was wearing rubber boots and he took them off to come in. I told him he didn't have to, but he said no and didn't wear them to the house. Most of the time, the technicians do extensive work, but last time, all the technician did was unjam something, which was quick. Overall I'm very satisfied with the work that First American does and with their people. I'd recommend them and I've given their number to other people.

Updated on 08/03/2017: I had a faulty valve on my GAS furnace. First American sent out Ecco Tech. The guy finally arrived after 3 botched scheduled times at 9:30pm to fix the gas valve. He spent 20 minutes fixing, said he was tired, long day and done. The valve leaked gas into the home for almost 3 months. I could not tell what I was smelling. So I would air my hose out regularly. I didn't know I was saving my life as well as my neighbors’. I called BGE Emergency. To come and check the property. Upon arrival to my home they said I was very lucky the home did not explode.

First American Home has been horrible through the whole process. They sent Ecco Tech Home back out and they lied. Said they didn't do it. I've made over 90 phone calls over a two month period to some lady at Jammie ** at First American Home. She has done nothing, no repair nothing for over two months. I finally called BGE and paid to have it fixed myself. BGE Home said the repair was from the faulty valve. We could have died. This is a very negligent company. Please do not use it. Could be your families’ lives on the line.

The second guy that First American got also ordered a part for the A/C and unfortunately, his workers, and not him, were the ones who came and put the cord in. My A/C is upstairs in the attic and they didn't put some tubing back so when they ran some water, it leaked all onto my ceiling and garage. The guy explained to me about it and he said he would repair and make it right. I'm having him to look at it tomorrow because I'm having the same issue which started today. Other than that, he was very nice and he did everything he said he would do.

With the exception of the plumber, I’ve had very good experience with their technicians. They cleaned up after themselves and I'm very satisfied with the quality of their work. I had a technician come out in December to fix my range but the check has never come through the bank and I keep getting letters from the collection agency. I need to write a letter to the collection agency because I've got a paid receipt and I'd be more than glad to half the cost of the shipping payment and then pay the rest of it. But I can't get hold of anybody. It's a Sears technician and they keep transferring me to a phone call in some other state and the last time I talked to them, they said I had to deal directly with the collection agency. So I need to get it out because it would make my bank account much happier to have it all cleared up. But overall, I have been very pleased of what First American did.

Some of the techs that came were better than the others. We had such a negative experience with the plumbing issue but we got it taken care of. The plumber wanted to cut into my wall and my husband asked, "You don't really have to do that, do you?" They found another way around so it turned out okay. When I get an ongoing issue with the plumbing again, it'll be the third time they come out with the bathtub. But, they said they're going to get it taken care of.

First American Home Warranty is still the top of the line warranty company over others. Through the years, I've had bad experiences with several other companies so overall, First American has the best record as far as getting back to you or having their technicians to get back with you in a timely manner versus not hearing anything for several days. Through the years, we've gone back and forth with First American and were back with them again. They're the best. I would definitely recommend them to my friend and to my client.

They are no longer answering my calls, I'm being sent to voicemail, and when given the option to push 0 for an operator, I'm told an operator is unavailable! Mind you, I live in Texas where our temperature is already in the 90's. I am amazed that First American Home Warranty Co is still operating in Texas even though they refuse to honor my contract. I will NOT be renewing my contract!!!

Three days later, the air conditioner completely broke down in this hot weather and I hoped the same guy is coming again. He knew something was not right and the A/C would break down soon but he didn’t fix it. That's the thing that I didn't like because if somebody already knew that something is wrong, I would like them to fix it for me. He said I won't need to pay again since it was a recall but I had to wait for him for three or four days later and it's so hot. Other than that, the service is great.

I don't know how they are still in business. It makes me wonder they are quickly to collect money and won't do any service if they aren't paid but they fail to perform their responsibilities. I was already with no air for 2 weeks November of last year but in June, no thank you First American. I'll find someone else to fix the problem because clearly this company and the contractors they hire are incompetent.

The technicians got the report and put it in. Fortunately, the weather warmed up and we didn’t need the heater anymore. The technicians then replaced the bar and the heater was working fine. Hopefully, when it gets cold again and we turn the heater on, it would work fine. We also had another guy come out for an electrical problem. Both the technicians who came here were punctual and professional, and did their job in a timely manner. The quality of their work has been very good and everything is working like it should.

The technicians were really good, as well. However, I did have a bit of a problem with Best Services. I was told that all I had to do was pay $60 for the trip. They came out and when they got through doing the work, they charged me an extra $190 for something. But other than that, I haven’t had a problem with them. And the quality of work has been good, too. We just had a little bit of an issue when they installed the hot water heater. I had a low pressure after they left. But the technician came back out a couple of weeks and got that taken care of for me. I was pleased with First American when they sent him back out to get my pressure back up. My expectation with them has been very good. I wouldn’t go with another one. I would stay with them as long as I can.

We had a problem with our washing machine. I contacted FA through the website and set up a claim to have it repaired. The first contractor came to our residence about 48 hours later. Firstly, the contractor's personal hygiene was totally inappropriate. Secondly, he assessed what the problem was, informed us that a part needed to be ordered to fix the washing machine yet left our laundry room a complete mess. He said once the part is ordered, they would contact us. He noted it should only take a day or two. We paid the deductible. After 7 days passed by I contacted the contractor and after no response I contacted FA about not being notified by the contractor via web and the contractor called us a day later and said they would be at our residence the next day during a certain time frame.

The day of the appointment I took off work and remained at my home. About an hour after the initial appointment time passed, I got a notification saying that I had a voicemail but I did not have a missed called (neither is there a record of a missed call from the contractor on my phone records). His message was for me to call him because he was en route to my residence. When I called him he told me because I did not respond within 30 minutes (I got his message exactly 1 hour later) he had to move on to the next customer.

The first problem is that no one stated that before that point. Secondly, I was confused because they did not need to give a window for their arrival and should have set a definite time. When I called FA, the customer service rep told me that the contractor said they tried to call several times and there was no answer. I asked FA to reassign the case to another contractor because I was not comfortable with that contractor being in my home. They reassigned the claim to Sears. Another 48 hours has to go by before someone can come to our residence. Sears has a policy that someone 18 years or older needs to be at home when a repair shows up. No problem, our oldest daughter was home that day with our two youngest.

When the service man showed up and ring the bell, my 11 year old answered the door. The service man decides that there are no adults home and leaves before my 18 year old gets to the front door (literally within seconds). When my daughter informs me that the service man left, I immediately called FA. When I spoke to FA customer service and they called Sears, they clicked by over to me and said the service man said there wasn't anyone at the residence. By now I am completely frustrated.

I ask them to get someone, anyone who can come fix our washing machine. They reassign it to another company and tell me that the company will be at my residence between 10 am and 12 pm two days later. I take off work and no one shows up again. When I called FA they ask me to hold on so they can talk to the contractor. After waiting several minutes FA informs me that the contractor stated the appt. was set up for a day later. At the same exact time, the contractor called me on the other line and asked if they could come to our home the next day. I was really confused by that, nevertheless I agree on the next day. FA had the times they communicated to me in their notes.

The new contractor is a no show yet again. When I called FA I was told that they reassigned the claim to a 4th contractor because the contractor could not perform the service. I asked why they had not called me to inform me of that and I was told that "FA does not have process to inform customer of these changes. Customers must call in to be informed". Of course I said that does not make any sense. FA customer service asked me to hold on so they can get my appt. scheduled. I told them I would reach out to the contractor directly myself. When I called the contractor the VM message says they are currently closed due to a flood in their area.

This all started on May 24th and today is June 9th. We have paid the deductible and have paid our monthly fee and no work has been performed. To add insult to injury, I received a contract renewal from FA for the next year. I called FA to cancel the renewal and when asked why I explained everything I wrote about and they wanted to help us have a better experience. Unfortunately, that was between contractor 3 and 4. I explicitly said that I am not comfortable renewing a contract with an agency that has provided such shoddy service. I told the representative I spoke with that I would be willing to reconsider if they could deliver on the work needed. The work as of this day has not been completed.

So far: I have paid the expected deductible ($65) and the monthly warranty fee. I or someone over 18 has been at my residence during all of the times that contractors were supposed to show up. My washer is still not fixed. If I simply focused on the payment issue alone, First American is in breach of its contractual duty under the warranty agreement. I am going to try and find another means to get our washer fixed but I may have to sue First American to recover the damages plus attorney fees as well, dependent upon how excessive the cost is. First American customer service processes are horrible and obviously the contractors you all use also fall into the same category as well.

When I submitted a claim, I called and told them that I need the water heater fixed. The claims rep was very courteous and gave me the S&S company and number. I called the company and the guy said that he cannot tell when he can get to my house to do the repair, and this was at 8 o’clock in the morning. I asked him if he has a schedule of what he's gonna do that day and the next. He said he can't tell me anything until he gets back to his office and would call back in 15 minutes. I waited an hour and a half, he still didn't give me a phone call. So I called him back and he can never give me his schedule. In my opinion, First American doesn’t need to have somebody like that on their list of providers. I called up First American and canceled that and got who I wanted to come out.

I used the contractor that previously came out on another plumbing issue and the guy's great. He knew exactly what to do, told me when the part would be in and exactly when he'd come back out to repair it. The quality of work was very good. I'm happy with First American and I wouldn't have my warranty with anybody else. Not only did I recommended them to friends but every deal that I do, I try to get that warranty in there.

With the last ticket, they were offering me a $20 cash out to fix my AC unit which didn't make any sense because the contractor couldn't provide their license and insurance to gain the access to the roof where AC unit was located. Also, they just didn't want to deal with the situation. At the end she just read me the terms and condition of the cash out even though I kept saying I don't agree to accept the cash-out, she just hung up on me. I am just exhausted from the experience. I spent too much of my time and energy for no reason. Avoid while you can.

I sent the paperwork of the estimate to the warranty company but they come up saying either I pay the deductibles and get it done or take a payout of about $450 and call it a day. I don't know what to do now and I am stuck with a dead AC unit. I hope this helps other people make their decision when considering this warranties.

The last time they were here it was my washer was leaking and so the guy went in and replaced the water pump. He said it's good but then, I load the laundry and five minutes later, there's water gushing all over my garage. I called him back and he said he'll come right back out and gonna finish it. He said we had another leak in it. It's the hose that's behind the washer which has to be ordered. It's gonna take a few days and I said it was fine. As soon as he got it, he called me. He said he'll be right out. He came out and got it fixed. That was so great. Considering all the washer and dryer takes minor repair, it's good to go again and again.

Another issue was my sink in my kitchen was leaking. On The Spot Plumbing came out and they said it's that little tub that catches everything, I call it a drain, that's leaking. They fixed it, they left and by the end of that afternoon or a couple of days later, I put a washcloth down there, I reached to get and it was soaking wet again. I called them back and they sent a very young and quiet guy. He said he fixed it, that he put some more putty around and it's good to go. But two days go by and it's still leaking. The guy came out and he said it wasn't just leaking from there. It's from underneath the hose that connects it. Around that time I left to Denver, I was gone for about a week, I get back and it's still leaking.

The guy said that he believes that the leak is coming from the actual faucet. He called First American and they said they don't replace the faucet. I told him he's been here four times and now, he's telling me that it's the faucet. I called him back because of the note he left and they said immediately that it wasn't the faucet but they put on it that it was. I don't understand that lingo so I asked to be called back and that they explain that to me.

I already know based on their note that they're not gonna replace the faucet so, I know that’s something I need to get. But I'm thinking I don't want to get a faucet or put anything new and then they come back and tell me that line's broken. This was supposed to be a big repair job and it hasn't been handled properly. The plumbing company has never even called me back to explain that situation. I'm not being disappointed with First American but very disappointed with that particular contractor. My disappointment was that he was a master plumber and he should have been able to catch that as far as the faucet from the very get go.

Each visit was already covered as far as the cost. It's ongoing and I'm still to get a new faucet. I'm sitting here thinking if I'd go to Home Depot and get the faucet. There's gonna be extensive cost now to me and I looked into the cost of a faucet. I don't want them to come out to install it and say there are all these nets underneath here. This guy left it like that and what I was asking from him was to give me the courtesy of calling me back, explaining to me what happened, what didn't happen and what do I need to do but he's never called back. If this was something that was not covered on my plan then obviously he would have been the first one that I would get to do the job. That's an additional job for their company but he didn't so I will not use their company.

But overall, I would rate First American really high. They've done their part in taking care of my home and my appliances and everything that I've needed. Everyone's been really good. They come out, they'll always say it's a $55 or $65 charge and I am totally aware of that. So they calmly do their business and it's good to go. They have replaced air conditioners, broken toilet and things like that. It's just that this one issue has not been resolved and I am troubled with more for the contractor than First American.

My oven was the latest claim I had with First American and it was a wall over with a microwave on top and an oven on the bottom. The microwave started sparking and got really hot. The repairman told me not to use it and First American said they would replace it, but it was hard to replace because they don't make too many of those anymore. They found and got it though it took a month and a week for the whole process. They were supposed to haul the old oven off and the guys wouldn't take it, so it’s sitting out on my curb in my yard. The woman from First American called me and said she was gonna get those guys back out here because they were supposed to carry it off.

I also had a lot of problems with my ice box and it still isn't fixed. I got tired of having them come out here. Now I'm gonna have to get them out for my dryer. It was overheating last year and it's doing it again. Every time they come out, it's $65. It used to be $35. I can understand that, but still. And before, I had trouble getting through to them and had to hold on the phone forever, but their service has improved in the last year with the phones and the emails. Now, I can at least email and it takes a day to get a response back. If it's not an emergency, it's okay.

I've had First American since 1999, and they're pretty good. They take a long time sometimes but I'm satisfied and will continue to use them. They are better than some of the other ones. Overall, the insurance has paid for itself over the years. They replaced an air conditioner, the garbage disposal, and the trash compactor. They fixed the leaking pipes in my house, they've done some plumbing repairs over the years and they've worked on the ice box a lot. It's better than not having any kind of insurance because it does get expensive.

The technicians that they sent have also been professional. They try to give you a courtesy call 30 minutes prior but sometimes, it doesn’t always work. But they’d get to you when they can. They just don’t want to be tied to something that they can’t perform as well. So I understand that aspect of it. But I wish it was less than a four-hour window because I’m always moving. But I’ve been happy with everybody that came out.

However, there’s a certain AC company that my wife does not like. They haven’t given us the best thing. The job is done but there are some nuances that the wife doesn’t like. If I put a work order in and their name pops up, we cancel it or we call immediately and try to get somebody else. But overall, there are people that do the job very well and with the majority of everything, we’re very pleased. I’ll recommend First American to anybody.

The only bad experience we’ve had with them was when we had problems with the sink area with the disposal. The technician they sent was located an hour and a half out from where we live. It was entirely too far and the number of days between the problem and their schedule to come out and fix it were too many. The disposal and the dishwasher was a one-line type thing. So when they came they didn't fix it, because they said it wasn't their problem. They said that it was a plumbing problem, because it was also leaking under there. But it really wasn't the disposal leaking, it was the line going to the dishwasher from the disposal. All of the rest have been good. As far as refrigerator, pool and the other claims, we are happy with our experience.

Also, the reps have always been understanding, really kind and pleasant. I feel like the service is with the customer in mind and I like that. I've called for several different services and everybody's been able to explain the repair or whatever needs to be done in layman's terms so, that way, I can understand it. They also always seem to do what they can to make sure that the service is covered under my warranty. Everybody and everything has been good and I haven't had any problems.

Last September, my washer went out and Christina, the girl who handled my claim from start to finish, was excellent and her service was phenomenal. From the moment I called and put the claim in, she repeatedly called me to make sure that I sent the documentation and that I could get a new washer without any problem. She called me before the check was sent to me after the check was sent to me and the follow up was good. It was really a pleasant experience and I can't say enough good things about her. They have excellent customer service.

The techs in Las Vegas were good but the ones in California, one of them almost killed us. That one was same one that came out several times prior trying to fix the same water heater. It had to do with a gas of the water heater, it kept messing up. She went for a month having it off because he kept coming back every 10 days because it wasn't working. My mom was trying to rib some way to make it work. She showed me what she had to do to turn on the water heater and it was scary. I said, "Mom, that's not right either." She got really upset. She was losing sleep over being annoyed with these people.

They put the wrong kind of valve on it and I smelled gas in the place. This is in Ventura on my Englewood property. Good thing I opened the windows because my mother wasn't there. I was at her house visiting. I said, "Whats that smell?" She thought it was her pet that peed and it smelled. We just couldn't find it. It's a manufacturing home and our lives were at risk because of the water heater company that they sent out. The technicians sucked, almost killed us. My mom had already cried and argued with him over so many times trying to get him out. It was terrible. That was also bad because I had the First American fire protection and they weren't protective. It was obstructive and dangerous. They'll send out whoever, whatever. They don't care if they have an education or what.

The same thing happened with the heater at my brother's property. It took them forever to get the heater fixed when it broke. I had this house for seven years and I had tenants. They had children and they're cold in the winter time. I tried to send them space heaters to keep them warm until the service man can get there. I've had the warranty for several years with First American so they sent out an HVAC guy who claimed that there was a dead cockroach in the wires and claimed that the cockroach chewed the wire. He went and charged me about $1,800 for a new unit. I was so mad at him saying, "How dare you call and try to rip me off like that?" He even tried to charge me $4,000. He wanted to sell me a new unit and had any excuse in the world not to cover it. I never heard of a cockroach eating through a wire.

They don't bet the people that they send out very well. They just say, "Oh they have a license? Check!" They don't realize that these people are trying not to cover because they want to milk us literally. I would tell my friends to get it at their own risk because some things they cover, somethings they don't. It depends. Las Vegas has a better service. They repair a little better but California and Texas are scary. My brother who is a lawyer used to have it on his rental house in McKinney, Texas. He got off of the warranty because he got tired of dealing with them.

Moreover, their claims representatives were very courteous. Whatever problems I was having, they always seemed to be very empathetic. Their response as far as getting someone to do the job was timely. Also, the technicians who came to our home were very professional. They identified themselves, got right to the job and let me know what my cost would be. They usually complete the job the same day unless a part had to be ordered and they would return.

When calling FAHW to discuss calling out another contractor and being reimbursed for the services they will provide -same day- I was told that the dispatched contractor has 48 BUSINESS hours to call me. Really!?!?! I could keep going. Customer service reps are very difficult to understand and rather rude. There is absolutely NO compassion for the customer. Think twice before going this route. I never had these problems with American Home Shield, which is where I will most likely go back. Good luck!

One time four years ago, the air conditioner went out and they waited for some stupid little part that could have been procured locally down the street, 15 minutes away from me. The unit was out for nine days and it was August here in Texas and it was hot. That experience was brutal. Then two years ago when I was down at my mother's funeral, it finally went out and crapped out while my wife was stuck up here by herself. They eventually put a new air conditioner in, but it was after years of beating my head against the wall, begging, pleading, screaming and hollering.

Plus, I've been with First American for a number of years now and I'm tired of their prices going up for the monthly payment. Then I have to pay the contractor and that's continually going up as well. It's the cost of business and I don't mind paying good money if they send good people out here to fix stuff. But the contractors that they send are hit and miss. I might get a good one today on accident but most of the other times, I get people that couldn't find their butt with both hands. Half the number of times that I've had to use them, people ended up having to come back and do something over or put another Band-Aid on it.

Now I have 2 evaporative coolers that have gone bad (both are 30 years old) and I want to cash out and replace them with air conditioning. Now to install new coolers, which they would authorize is approximately $4,000. But to cash out of the coolers and install something better on my nickel, they will only cash out at $400 per unit. They did the same cheap trick with a refrigerator I needed to have replaced and the new one is the lowest end they could get. I am NOT happy at all with the service I have gotten in the past several years from them. When we first got them, they were responsive and wonderful and now they are like every other insurance company... They just want all the money and they do not want to give any back or provide the service that is paid for.

This Spring 1 A/C Unit Failed (NO Freon), FAHW Dispatched Memphis Air Care (901) 654-7047. Visit 1, Found system out of Freon, Serviced with Dye. Returned several days later and determined Evaporator Coil Leak and ordered GrandAire WLNC244AA. This is an R410a Coil being installed in an R22 system and is not a direct fit. And I will be charged $435.00 Installation for plenum modification plus the $75.00 Deductible. I Have the First Class Plan that clearly states this is covered. Spent many hours on the phone with FAHW as to why this is not covered and was given statements that, "Yes that is what your contract states" but really means something else.

Then FAHW provided examples of cases the $435.00 would be covered. "If State or Federal Regulations required a change to the A/C the full install would be covered." Well it is no longer possible to install R22 Equipment and Since they're installing R410a Equipment (Due to Federal Law). It should be covered, this is one example of many. They just switch lanes and state your situation doesn't fit or it would if we replaced the entire unit, which they should since R22 and R410a is not compatible for many reasons and my condenser manufacturer warns against Using R410a. FAHW Refuses to complete repairs Sensibly, Properly or Legally. I am contacting Legal Help, State (Insurance Commission) and Federal Agencies (EPA) to explore options. Stay away from this company!!!

I encourage everyone to read all the reviews and realize that these are only a percentage of all the total reviews. The ones posted most generally show positive reviews which I sincerely believe is a lie. Save your money, pay someone you trust and can depend on to makes repairs to your house. First American has all this information in their records.

I called and discussed this with many First American representatives as I continued to receive threatening letters from your company. I expressed my concern re: the threat of turning this over to a debt collector. I was assured this would not happen. It has. And though you've claimed 2 different checks have been issued and mailed - I have received neither. I am exceedingly frustrated and cannot bear any more telephone calls. I hope that this will work.

But I like to talk to a person over the phone especially because over the years, we've had issues with the pool and the air conditioning. And we have found that sometimes they contract with idiots. They sent somebody who is not knowledgeable with my type of pool system or my air conditioning. Sometimes, I'd have the claim go through two different companies before they get somebody who knows. So when they automatically assign me to a contractor, I can tell them not to use certain people if I've dealt with them in the past and I didn't like them because I would end up having to get another service contract person to come out anyhow. However, when I have an issue, First American always fixes it. They don't give me a hard time.

They finally got the part, and it wasn't the same SEER as our system. It was a 14 SEER and our system was 10 SEER. They said, "Oh it’s no biggie." Got the coil on and they left. This cost $1260 ($1200 for the work that First American said was not covered, and $60 service fee). Worked exactly one day. AC started blowing hot air. Power starting blinking out in the house, lights in certain rooms did not work. Bad burning smell inside the house. We called back. Took another week to get someone out. "Oh they didn't charge it correctly." The AC blew cool air for about half a day. Power problems continued in the house, and they got a lot more scary. The appliances started blinking out and sparking, burning smell continued, and the TV would cut off and on by itself.

By this time we had NO faith in the contractor that First American sent, so we called a local company. They listened, were nervous when we told them of the electrical issues and sent out a technician for FREE. He looked at what they did, and said, "I'm surprised your house hasn't burned down." They had put on again, an oversized coil, and it was drawing 120 amps through a system designed to manage 20 amps, plus the breakers were oversized, so they were not tripping as they should, and causing serious overload in the system which could have burned the house down. Also the work they did damaged the furnace and the whole system would now need to be replaced.

We got quotes from other HVAC companies because we did NOT trust First American nor their shoddy contractors any longer, and went with the one that had the best equipment for the best price. It so happened it was the company that sent the tech out for free. We are now out over $10K because of the completely inept, unsafe, shoddy, incompetent work from First American and their contractors. We tried to at least get our $1200 back?? Oh no. First American says they owe us nothing and they actually hung up on my husband.

Run, do not walk, away from this shoddy completely unprofessional and unsafe company. We had the AC go out in a house 8 years ago. We bought in the lower part of the state and our warranty was with American Home Shield. They replaced the whole system for a $60 service call instead of trying to send someone out repeatedly and take our money. We are renewing the home warranty with them. Use American Home Shield if you want competent service.

We've been in a rental house before where we had to find our contractors to make repairs. The very idea that I don't have to spend three or four hours on the phone trying to find somebody to come and make the repair or come see what's wrong and try to fix it, that I'm not the one spending time on the phone getting somebody scheduled to come out is worth a lot to me.

We've had really good experience submitting a claim. I've only done it once on the internet and it was easy to use. I find it easier to call to give them more details. Most of the time I just call the number.I don't remember what my account number is. But they are always able to pull it up. I know that sounds bad but I'm probably like most people. I'm able to give whatever details I can when I call it over the phone or as we put it in on the internet. I'll always get to put in all the comments that First America may need such as the model number of the product or anything in particular that I've noticed about noises, smells, what it's doing or what happened before.

The sales rep are always really good. They usually ask for more information and give it to me. Sometimes they're even able to give me the contractor. It's assigned over the phone. Sometimes they email it out. Usually, we get the email of what the contractor assigned is within 30 minutes or an hour. The technicians who came have always been very knowledgeable. I think we've only had one or two that we weren't really happy with, and it seems like they've stopped using those particularly with the AC. The only downside thing to it is that we did have problems with the AC and they had to condemn it and it took forever before they were willing to condemn it. One of the contractors did some fixes to keep it working because they condemned that we're not up to code.

Most of the time the quality of work is good. They're very efficient. We've had everything from AC, plumbing, electrical, garage door, refrigerator, washer and dryer worked on. They usually do send out competent people and it usually isn't a waste of time. It's been very practical and it's been worth the cost because it saves me not having to take off of work. We actually have recommended to First American to friends.

In my case my AC went out on a Friday night and I filed my claim on Saturday. It was already over 80 degrees in my house and they assigned me a company that wasn't open on weekends. I had to plead with customer service to try to find somebody who was at least able to call and set up the appointment even if they could come out because I was afraid this would drag on which it has. I'm being told now that I have to wait 3 more days in the heat before somebody will be able to come out. It is miserable in my house. My son is sick and running a fever and the temperature is making him feel even worse. We can't sleep or get chores done without sweating. And the customer service department, which is based out of Central America (so I guess the company name should actually be First Central American) is horrible.

I've called many times in both my current and past claim trying to get them expedited and each time I've had to speak with different people. Each person tells me something different about how my issue can be handled and they contradict each other. They do not call back as they tell you they will and keep you on hold (over 15 minutes) while they try to contact providers. The weekend supervisor told me I hung up on them when in actuality the call was disconnected twice on their part. I was told by one person that if they couldn't provide actual service by Tuesday that I could use a provider of my choice.

Now I'm being told I have to wait until Wednesday and that what I was told wasn't correct. And despite it being their representative who said it, they aren't willing to stand by it. I went through this same frustrating situation a few years ago when I was without heat and hot water. It's definitely not customer First with First American and I will be canceling my policy and urge others not to use them.

FAHW is a very "hands off" company. They contact the service technicians, and then it's "hands off." There is no follow up to see if the issue was resolved. You, the customer, are expected to contact the technician if they do not contact you within 48 hours. I have had an issue with my HVAC since last November (5 months). A variety of techs have been to my house each finding something different and each passing the buck onto a different group. The HVAC compressor was held together with wire and string put there by one of the techs sent out. We finally paid a reputable company to look at the system and take care of the problem. The contractors used do not want to actually fix the problem, they are there to apply band-aids only. They are only paid pennies on the dollar to fix your problem. FAHW does not allow them to purchase parts or do work other than very minor fixes. Do not waste your money or time using this company.

In the three days between reporting the issue and the contractor coming out I looked into the issue myself. Some of the wires had become overloaded and heated up to the point of burning. The coating of the wiring and the backing of the insulation it was in contact with had both turned burnt and black. Upon the contractor coming out he turned the power back on and said that he found no issues. When I showed him the burnt wiring and insulation he said that it looked like the wiring "had gotten tar or some sort of paint on it." I pleaded my case but the contractor refused to believe the wiring had burnt.

He made his report to First American Home Warranty stating that everything was fine and there were no burnt wires. I pleaded with First American to send out a second contractor for another opinion. I talked to multiple level supervisors and they consistently refused to send out a second contractor, taking the word of the first contractor over my concerns. I eventually had to call in a second contractor on my own dime and that contractor came out, confirmed the burnt wires, and found the overloaded wiring. I sent that information to First American and they refused to compensate me because they hadn't authorized me to call a second contractor without their knowledge.

The air conditioning units have issues every three to four months so I brought that up with First American and they said that they have to go by the word of the technician in terms of what the issue was. If the tech feels that they could fix it, they fix it. If it's something that needs to be replaced, they replace it. I tend to see a lot of recurring issues with the air conditioning units but they get the techs out there fast to take a look at them.

Submitting a claim had been easy. I've never had to actually call back the tech for any claim that I've put in. Once they've come out and identified the issue, if they weren't able to fix it there, they already set up to come back out and make an appointment with me. Then by the next time they come out, they'd fix it. My first claim that I put in for my new home is my washing machine. It just took a little bit longer than expected.

But it's not their fault. It was the contractor that came out. He had to order a part and said it would take two weeks to actually get my dryer fixed. However, it took him about a month. I had to call him to see if he was gonna come back or not and check on the status. After I left him a message, I got a call the next day. He did work and did a good job. I believe that the company is just a small company, like one guy running around. It's just the industry he's in. It's kind of broad as far as appliances go. He doesn't have available stocks and I don't know if he has vendors that he's working with to get the equipment faster, probably not. So, that's the only thing. But overall, I'm happy with them all.

The technicians sent by First American were very helpful. The latest claim I had was my air conditioning. They came out and explained the situation. They said they weren’t sure what was covered. It happened on a Friday and by Monday, they were back and did the repairs. I had no problems, other than one bad experience I had. It was a repeat problem. The first one that did the work didn’t really fix it. But since it was two months between, it wasn’t warrantied and I had to pay for the next visit. Also, I hate that First American raised my prices for this coming year.

I placed a work order in November because my power in half my house kept going off and on intermittently. The breakers weren’t popping off but the power was going in and out. The contractor that you sent out which is Woo Brother’s Electronics said my panel was old and would need to be replaced. They told me my panel was overloaded. My panel had been working fine on the same load up until that time. Your claims department said they would not cover the replacement of the box because my home was old. I look into hiring a second opinion or for someone who could do it cheaper. I was advised to call SMUD. SMUD is the utility company I purchase my electricity through. They came out and said it was due to the power lines coming to my home and they replaced the attachment where the power line was coming to my home.

Today they replaced and updated the lines coming to my home. There was no charge because the lines were covered under SMUD since it was due to the lines coming to my home. Since November 17, 2016 my home has not had a power outage or surge of any sort. I have not had to do any work on my electrical panel. I have not updated my panel and it seems to work with no problems. I called and spoke to a woman in April 2017 about how my panel seemed to have no problems since SMUD fixed their problem. I asked if I could have my money back for the service call since the diagnosis was wrong and misleading. She said after talking to her supervisor that I just needed to get a letter from SMUD stating that they did work on my home around that time. There is no work order or invoice or SMUD does not charge for the work they did.

I got the letter and emailed it today to Irvin **. I had a hard time sending the attachment but I finally got it sent. When I called back to talk to Irvin ** I was connected to a new person and then her supervisor. They told me that my letter from SMUD was not detailed enough. I have spent multiple hours dealing with this problem. I am frustrated and disappointed and feel ripped off.

First of all when I purchased this warranty I was not told my electrical panel was exempt from the warranty due to age. That was misleading. Secondly the wait for an electrician to come out was long and the diagnosis was false and misleading almost causing me to spend thousands of dollars that didn’t need to be spent at that time. I have spent hours on the phone trying to explain the situation and getting the proper documentation to no avail. I also have a letter that states the insurance policy is already going up in price.

I am so frustrated and would just like to cancel my policy since my panel is not covered due to age and who knows what else will conveniently be determined to be too old if it breaks down. That is not what the sales person told me when he sold me the policy. I would like my money back on the service call to Woo Brothers Electrical. I expected to be told the real problem with my electrical problem. I would like reimbursement for the policy since I was sold a policy that was supposed to cover my home regardless of age. I would like my policy cancelled so I don’t receive any more charges.

Also, I had a problem with my dryer and the tech fixed it the one time. Then, two months later, something else came up and they immediately told us that we needed a new part. They didn’t even bother to open it. My son opened it up when the tech left and found out that there was a pair of nylons twisted all the way around the motor, stopping it. I don’t wear nylons. Nobody else in my house wears nylons. They’ve had it open prior to that from the first time we called them a few months earlier regarding a different problem and should’ve been able to see that there was a pair of nylon sitting there. It just seemed awful fishy that it was going to be a $300 repair. I wasn’t too happy with that.

We schedule with the plumber, take another day off work. Plumber comes and changes out the faucet. He changed the faucet (definitely not the same quality of what was taken out) and leaves. A couple hours later we turn the dishwasher on, which floods our kitchen, damaging the cabinets. We try to call the plumber, who does not answer, so we call First American Home Warranty to end up talking to a person who spoke broken English, obviously outsourced customer service representatives in another country - difficult to understand. He was unable to help and said he would have the plumber come out the next day to take care of the issue. I asked to speak to a supervisor, so he connected me to another gentleman with broken English in another department that handles such issues.

The new gentleman tells me First American Home Warranty will issue a claim if we send them pictures of the damage, but they cannot get our issue fixed that night, but assured me it would be fixed in the morning. We forward the pictures to the email he gave us that night. After not receiving any communication the next morning, we called First American Home Warranty back to be told that a work order was never initiated and they are not responsible for what their plumber may have done and they do not know why we were told to send pictures. They then initiated a work order for the plumber to return and said the plumber would be contacting us. We finally received a call from a young lady with the plumbing company, who told us she could give us another 4 hour window for a visit on Monday of next week.

We told her that their plumber made the mistake and it needed to be taken care of immediately. She told us that their plumber was never sent. When we told her the plumber's name, she then said "How do you know he made the mistake to cause the damage?" And still rudely insisted that the only available time slot to get the plumbing issue fixed was next Monday, take it or leave it, they are really busy. And the new appointment would be with the first guy whom I call the "Plumbing Monitor". We still do not have use of our kitchen sink and are awaiting the plumbing monitor.

Also, the contractors were all very good especially ENA, the one for the air conditioning one. The plumbing people that came to fix the faucets and the shower faucet were good, too. I’m very pleased and I will stick with them. I’ve been in my 13 and a half years and I quit them for a little while but then I thought something’s going to go wrong. So, I started up again and when things started to go wrong, I was very happy and little by little, everything worked out for me. So I was very pleased.

I called in to get a second opinion, I was told the company assigned would call me in 24-72 hours. So I waited a full week. (Maybe they meant 72 business hours which equals 9 working days). Nevertheless I find I have a person assigned to my claim. I asked if I could speak with them and was advised they would be calling me. NOT ONCE have I received a call from the first time the contractors came out nor the SECOND time. I had to call in and find out each time what was going on with my claim. This is not a way to run customer service. I'm looking at American Home Shield for coverage. Although 10.00 more expensive it covers my pool and EVERYTHING in my house. If you ever want to email First American's claim service here's the email: claimreview@firstam.com. Just so you know, THEY DO NOT REPLY.

However, my last experience wasn't so great. It was for the AC unit and there was nothing really done with it. It's still broken and right now, it's probably running on its last breath. The AC unit is kind of working, but I haven’t set it to a lower level for it to freeze up. It’s 13 years old so it is bound to fail soon. When I put in the claim for it, I called that day remembering that on the website, there used to be an emergency module, and I thought an AC being broken in Florida would be an emergency situation. And then, they sent out a company called Comfort Tech and the tech who came out said that it's not failing, but I think it is because it still keeps freezing up. When I called back First American, the rep said that if the technician says that it's not failing, then there's nothing they can do about it. I asked if it would be possible to send a different company or different person the next time that it does not work properly but he didn't say anything. I feel that it’s the same person who I’ve talked to twice and he was kind of not very helpful. But other than that, my experience with First American has been great.

I put a claim in for my air conditioning. When the first technician came out, they noticed that it was low on Freon and he said that it’s typical to need a couple of pounds of Freon every year. Within a few days, it had already leaked out several more pounds of Freon. The owner of the company came out and looked at it and basically apologized for the misinformation of this other employee. He made it all right, did all the inspections and found the leak. We are now in the process of getting the part ordered and shipped in. When the replacement part comes in, the owner himself has assured me of the quality that it will be in and he guarantees his work even outside of the warranty company of First American so I feel confident that it will get taken care of. Nobody is perfect. A mistake did happen but at least up until this point, they are doing everything they can to correct the problem quickly and appropriately. I'm satisfied with First American.