First American Home Warranty Reviews

I didn’t hear from him Monday or even Tuesday and I called again to find out what was going on and they said they were trying to locate that particular fan motor. I was in a panic ‘cause my mom and dad, 86 and 83, were coming to visit me that next weekend. I called them again ‘cause they said they would be right out and I was watching for them. I walked down here to the pool which is less than 100 yards from my condo. I told them where I was. They didn’t call me back. Little did I know they came and fixed it and didn’t tell me until I called them back. The problem was resolved, in about 10 days, but the communication really was the issue. First American was on their game but the service company’s communication was really lax.

I have been a loyal...loyal customer for 12 years and the level of treatment that I have received is totally unacceptable. What is the use of paying for warranty coverage every year if the homeowner is not being treated fairly and having to pay hundreds if not thousands out of their pocket with no solid explanation or timely follow up to resolve the issue. I still do not know when my unit will be fixed!

But the technician did his job and got the AC working so that was great. He was supposed to check my system to make sure it didn’t have any leaks because this happened last year, too. It shouldn’t be losing freon. However, he never came back to do that test. I've had a service call in the AC for every other year for the same issue. It doesn’t make any sense that they come back out either once a year or every other year to refill it.

Also, I have 2 AC units in my house and I had some AC problems. Nothing stopped working but we wanted to get them repaired in a better situation. I inquired on the what ifs when they go out and how it all works, and the rep walked me through. But it took forever in a day to get the claim ironed out because First American was going back and forth with the contractor and took about 4 weeks, which is longer than usual. Before the claim got resolved and the AC eventually got repaired, I still had a lot of phone time calling in between the contractors telling me to contact First American and I had to explain the situation to them 4 or 5 times. Still, First American has been good all along.

Each time they send somebody out, a different technician came. I've been telling them to call me when they were going to come but I never heard a word. In fact, I heard somebody out in the backyard making noise, I went there and saw them working on the problem. They never let me know that they had arrived and I was startled by that. They asked me if I have a dog and I said "No" so they just decided to go ahead and go into the yard without contacting me.

They sent somebody out three times and then they told me they could not find the leak. So finally, I took pictures using my phone's camera, sent it to them and they finally got somebody out and corrected the problem. So, it was by the fourth technician that came out that we got the problem resolved. I don't know if it just developed or it was too hot for them to continue but it just did not get done until the fourth trip out.

Every technician that came was mostly good and professional. But I had a few that I didn't care for. They were sent on their way and they didn't come back to the house. There's also been a time or two where I had to have them come out a second or third time because they didn't get the problem fixed the first time. Every time it was on them for not doing their job and not trying hard enough. But it’s a service industry and that happens. I've gotten my money's worth out of my warranty with First American and I have recommended them to others.

We had one bad experience with a company that came up from Fredericksburg to repair our refrigerator, who was incompetent. He did unauthorized illegal repair that lasted a week. They sent out a new vendor the following week who said, "I can't believe he did this. This was a fire waiting to happen." He spliced some wires with paper. We called ConsumerAffairs and sent a note to the company. The technician has never been available again, so I think they dropped him. Other than that one bad experience five years ago every vendor they've sent out has been competent, did a good job, and did it quickly.

Then for our last project, our air conditioner's heat pump needed a motor replaced. Again the vendor that came out is the only vendor that comes out so we trusted him. He did a good job, but there was a problem. He estimated that the repair time was going to take two hours, but their supervisor in claims resolution claimed it would take 30 minutes. I'm not a technician but even I could look at it and say, "You can't take it apart, replace it, and test it in 30 minutes." That held up the repair for close to two weeks. It was hot.

After two weeks, I told them, "I'll use somebody local if you can't resolve the problem. They're going to charge you five times the amount that this man is going to charge you." They called back within 20 minutes and said it's been resolved. They came out and did the job. I timed the guy. It took him over two hours and he wasn't playing around. It wasn't a 30-minute job. The supervisor that held up the entire thing in claims resolution didn't know what he was talking about.

When First American called and asked for an evaluation of it, I told them "You held me up for two weeks because you wouldn't authorize this guy to do an extra hour, which costs 75 bucks." But that's the only bad experience I've had with First American. I don't expect everyone to be perfect, but we've been happy with them over the nine years we've had them. I have recommended them to other people. Four people that I've recommended to are now clients of First American as well.

I now had to get a second opinion on my own dollar to try to reverse the claim. They then have to send out a third opinion to make sure my second opinion is legitimate and mind you that this entire process is over three weeks already and my tenant is living in over 100-degree weather. FAHW tries sending out the same contractor as the first time which sure works for them because they would just confirm they were right the first time so I spoke up and they got a new contractor. That new contractor couldn't get two stars on Yelp if you scrolled all night and they are famous for not calling back which they haven't... Basically I'll be out $9,000 and have a new AC a month later because I don't have the heart to keep the process with FAHW going and for them to just deny it anyway. SAVE YOUR MONEY because when the going gets tough with FAHW, they are nowhere to be found.

First American told me the only way I could get reimbursed was to "cancel" the old Contract and I would be reimbursed. That was a "scam" so First American could claim that I cancelled my Contract so they could add unrealistic charges and "steal" my money. I'm hopeful some authority can stop these "Scammers"! In reading reviews, I notice that I'm not the only one they've scammed. There are many others! Can someone please HELP! Disgruntled.

Ongoing issue: called them 6 days ago about refrigerator not cooling. Somehow managed to get a contractor to come fix it. Told me it was out of refrigerant, worked on it for 10 min, told me, "You should see the difference in 8 hrs." Next day, it's still broken. The claims department won't do anything further till the contractor submits a written report. Had to plead to the contractor for him to submit the report. Finally get another contractor assigned. Contractor calls in to tell that they are unavailable for a week.

Called in claims department again, the guy takes almost 20-30 min to find a contractor that can come in after 4 days and suggests this is the best he can do and that he forwarding my request to dispatch department for them to call all contractors in my area and get someone sooner. Having calling claims department everyday for the past 3 days to ask for a confirmation on the contractor that was promised. Was told once the request goes to dispatch department they can't do anything about it and promise me everyday that the dispatch department would call by end of day. No call from dispatch department, and it's the 4 day and still no contractor assigned. Home warranty is meant for peace of mind, but this is extremely stressful, time consuming and slow.

The Washer was a easy to repair. The tips on the bottom of the lid were not making contact, therefore; the dial would not advance to the next setting. NOW THE DISHWASHER ~ He found the rubber around the door, and the sealer in the door were deteriorating. I asked the serviceman how old he thought the dishwasher was, (I purchased my place four years ago). He thought at least 10 years old. Stephanie, (runs the office) she spoke to First American which upon they authorized the parts to be ordered. I phoned First American, I was transferred from person to person, finally when I became upset they got me in touch with the Resolution Department.

She didn't care that it was 10 years old. It's repairable. Parts came in. Same gentleman replaced the old with the new. Weeks went by and all seemed fine. Then one day I stepped near the dishwasher and found the floor was wet. Called First American again, and was told since it was more than 30 days (32 days had passed) I would have to pay another co-pay of $65.00. Once again repairman came, now he tells me the motor was going out. I commented well, "I don't think that would cause a leak." He did mention something about the sealer around the door. My comment was, "It didn't leak before you replaced the rubber around the door". He gave no comment.

Asked him approximately how much a motor was cost? Probably around $200.00. DS did not recharge me for coming out the second time. Once again I phoned the Resolution Department, (same rude woman), where upon I tried to reason with her. Then she tells me they can't do anything about the leak, and that it was normal wear. I told her, "Are you kidding. It wasn't leaking until he replaced the rubber around the door". She was impossible!! I told her just give me a "Buy OUT", and I will put it towards a new dishwasher. Check was received quickly, and was for $169.00. I did purchase a new dishwasher which cost me $533.15.

Cannot cancel until renewal comes up in Feb., 2018. Found out I would be charged $50.00 penalty, and anything else that came out of their pockets. Now isn't that peachy keen. For almost two years they have received $56.00 (I purchased their premium) and they would penalize me. Can't wait for Feb., 2018. I am doing my due diligence on other companies, and I have found out that even though many of us purchase a plan that covers A/Cs, none of the companies are very good about paying out on them. It costs them too much. They just want their money!! One more thing, Old Republic isn't any better. Their contractors they refer you to, SUCK. They do not have enough that are willing to contract with them.

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We called First American a lot because we have to be on top of our claim and their rep was good and very patient, which is nice. But their technicians are all different. One of them was not able to even step foot on our property. He was pretty bad, didn’t come prepared and didn't have a ladder to have any business in the attic. He was also very rude and he’s already on our list so we hope First American will learn not doing any business with him anymore. In spite of that, we were very satisfied with the work quality of the guy that First American finally got for us. The warranty is worth it.

I found the President's number on my own and the woman who called me back said she could not help me either. The problem I have is nobody ever told me it wasn't covered. My husband and I could have purchased the stove when there were 4th of July sales, but they didn't give us that option. I just received the policy booklet and it doesn't mention my cooktop is excluded. It does mention items that are excluded and under included it says cooktop. So I'm trying to find the person to speak with that can approve us to get our stove repaired. This company has a 2-star rating which is extremely low and even the technician said this company gives their customers a hard time. We would have never chosen this company, but the previous owners purchased it as part of their selling the home.

We have been customers of First American since we purchased our home in 2005. We had received good customer service and a positive experience before 2017 and thus were supporters of home warranties, and First American in particular. However, when we ran into a serious repair issue with our air conditioner our experience with First American turned into the exact opposite of what we had come to expect. All we have asked is that you correct in a timely fashion what your customer service personnel and contractors so spectacularly failed to thus far accomplish.

We are specifically referring to the complete lack of customer service we received when for the first 25 days of July so far, our home was without air conditioning due to the ineptitude of the contracted technicians from Comfort Makers LLC. The Comfort Makers LLC technician FAHW sent did the bare minimum to attempt to repair the fan motor each time they visited. This company came to the house three times to try to fix this a/c for over the course of 9 days. As of 9:00 pm Friday July 7th he could not fix it. Comfort Makers LLC sent the first technician out for a third time on the 11th, he was here until 10:30 pm and was unable to fix the problem. In the course of attempting to fix the a/c he ordered the wrong part, damaged the freon connection tube on the outside unit, blew out the inside air handler's control panel and blew the fuse that connects to the thermostat.

Comfort Makers sent a second technician on 7/12/2017. This technician was able to replace the board inside and was here until 9:30 pm. He was also unable to fix the problem. He stated we would have to have an Amana technician fix it. On the 7/13/2017 we began calling FAHW to get a certified Amana technician to the house. This took three separate phone calls of at least 15 minutes each. After being informed by Comfort Makers and us that a certified Amana technician would be needed FAHW finally called a second company to fix the a/c. We were assured by FAHW that the company was Amana certified. This company is NOT Amana certified and was unable to fix the issue.

For each of these ineffective repair visits a vacation day was spent to accommodate their schedule and each time they failed to either repair the system. So 14 days after the air conditioner went out we were waiting on yet a third company to come out to fix the problem. During the five phone calls on 7/14/2017 we were assigned a “claim owner” at FAHW to deal with. Not that this has helped much with the problem it would have been nice to know it was an option at some point in the preceding 13 days.

The third company, the one we are still attempting to work with, is TCH Mechanical and they were unable to come to the house until 7/17/2017. They stated that they were able to “clear all the codes from the inside air handler” which basically fixes all the inside damage done by Comfort Makers, but were unable to fix the original issue with the condenser fan motor and a part would need to be ordered from Goodman/Amana.

On 7/18/2017 over the course of six phone calls to FAHW and TCH we were told a confusing combination of stories. TCH told us that they had submitted the report to FAHW and were “going back and forth” regarding purchasing the part but FAHW told us they had not received the report from the contractor. These stories never matched and nothing was accomplished putting us at 18 days with no air conditioning.

7/19/2017 phone calls began at 8:00 am Central time but we didn’t get to speak to an actual person until 11:20 at which time our claim owner Mellanee ** told us that a purchase order had been issued for the part but it would take 24 hours for it to go through FAHW’s purchasing department. 7/20/2017 phone calls began at 11:30. At 1:43 we were told that the purchase order had been issued to Goodman in Houston and that TCH could pick it up on 7/21/2017. TCH scheduled us for some time between 10:00 & 1:00 on 7/21/2017.

At 11:00 am 7/21/2017 TCH called to tell us that when the tech got there he was told that no such purchase order existed. They called FAHW and were told that no purchase order existed and would have to be resubmitted. On 7/22/2017 we were told that the part couldn’t be picked up at the first distribution center so a second purchase order had been issued to be picked up at a separate facility. This leads us to believe that the original purchase order was never actually issued and we lost yet another 24 hours putting us at 22 days with no air conditioning.

Phone calls began at 9:30 am 7/24/2017 and as of 3:30 pm we are being told that the purchase order will probably be through Goodman’s purchasing system in about two hours. We’ve been told two hours at each call between 9:30 & 3:00. Both TCH and FAHW have been either unable or unwilling to tell us the name of the facility where the part will be. We have contacted Goodman through their website to attempt to find how long it normally takes for a p/o to be ready for pickup and if they can tell us if there has been something different with this p/o or if it was even submitted when we were told it was.

At this point we have no idea if there are any “next steps” to resolve this or if we’re just expected to quietly sit here and continue to wait. From reading complaints online I know we are not alone and this is happening all over the country but apparently any attempt at a class action suit against FAHW is not possible due to you agreeing to their policies simply by utilizing their website. I’m fairly certain that entering into arbitration will only make the repair process go even slower.

From FAHW’s website: Please read these Terms of Use carefully, as they set forth your rights and obligations when using the Site and FAHWC Services (as hereinafter defined), which includes a requirement to arbitrate on an individual basis all disputes that cannot be informally resolved with us. This means that YOU WAIVE YOUR RIGHTS TO LEAD OR PARTICIPATE IN A CLASS ACTION INVOLVING YOUR USE OF OUR SITE OR THE FAHWC SERVICES.

I contacted them on the third day and was told that the Emergency Claims Dispatcher was never notified and that since I didn't have the cash to pay someone to come service my AC, I needed to call HVAC repair businesses and ask them if they would accept direct payment from FAHW. I contacted 12 places and ALL 12 told me there was no way they would ever do that, especially with FAHW because they wouldn't get paid! When I told this to FAHW, I was told that my claim would now be sent to Contractor Relations and that I would have to call back in 5-6 hours for an update!!! So, in a few hours, I am going to have to do the job that I pay THEM to do, wait on hold for yet another 2 hours to, yet again, tell my AC story to someone in Central America that will most assuredly refer me to yet another department. Meanwhile, not only is my AC unit blowing hot air, so is FAHW!

FAHW was not previously like this. I have been a loyal customer for many years and they are quickly deteriorating. The issue is having customer service individuals that know the USA, not agents in third world countries that have no idea where the state of Michigan is, let alone what cities are near me. It sure would be nice if an employee high up the chain at FAHW would contact me, but, I won't be holding my breath. DO NOT CHOOSE THIS COMPANY FOR A HOME WARRANTY - learn from my issues and the others posted!! Customer Service is outsourced and horrible!

During the contract period, I experienced several issues - including extensive issues with both my washer and dryer. FAHW replaced both appliances! I am very happy with the models they chose - which were not only comparable but better than the original appliances. I have also had my vent hood, an electrical issue, and my HVAC unit repaired using this home warranty. I was worried that my monthly price would increase since I have used the coverage several times. My monthly price only increased from $55 to $57 dollars and the service fee increased from $65 to $75. I do not even mind this increase. The service has been so solid. I would recommend this company to a family member or friend and I will continue to do business with FAHW.

I have really been pleased since I've had them. So far, we've been pleased with the technicians they've sent out. They were professional and did what they were supposed to do in a timely manner fashion with a fast schedule. First American tends to put the customer first and that's very important. They exemplify high-quality and I have highly recommended them to others over the past year or so. AHS, on the other hand, has been calling for the past five years for me to come back. But I think customer service and quality are important.

A little over a month later, I called again. First American was going to send out somebody different and I said that we should have the people that came out before because they're familiar that they put some Freon in and it did not stay in there. So, they took the same people out and they put some more Freon in. The contractor went up to my attic and he looked everywhere trying to find the leak. My husband said that he spent about 40 minutes finding the leak but he couldn't find it. I told the contractor that I shouldn't have to pay the service call again and said that they will waive that.

Eric, the guy that was called the first time, I guess it’s his company, said that he was going to send some Stop Leak and have his worker put it in but when the worker put the Freon in, he couldn’t find the leak and said that he didn't have Stop Leak and it was not mentioned to him by Erick. I called Eric and he said that the worker should have Stop Leak in his truck but I told him the worker just left. He then said that he'll be sending someone back on Friday and put some Stop Leak on. He also said that I don't have to be home because he can do it from the outside. So whether or not he did that, I don't know because he never called me back.

Overall, I was not impressed with the company that came out and if this happens again and I get a different company, I'll have to pay another copay which is $75 a deal. Nevertheless, First American Home Warranty is a good company and they're very concerned with my problem. They also try to get on the problem as quickly as they can.

Was told they will expedite my order but it will cost me $1200 for things not covered under warranty. I ask them what that is. They said modification required by manufacture then I look at my contract and sure enough those are suppose to be covered. So not only are they slow but will try to scam you out of not paying for their portion. Attic fan guy came in May then never heard back until several complaints later he calls yesterday to say he forgot about me. Just don't deal with them. They are the worst company who does not care about anything but making a buck.

So now a week in this heat... We have to start over and wait who knows how long to get a service that I already paid for done. In the meantime I'm having to find places to stay to keep my children cool and I'm missing work and in jeopardy of losing my job. I can't believe it's legal for a company to do this when lives are literally at stake! I guess it's time to contact a local news company and a lawyer.

Finally, the work performed was excellent. The last guy who came out seem to know more than the first guy and he took care of the problem. There was one small problem with the molding but I'm taking care of it myself so it's not a big deal. Overall, I'm happy with the company and they took care of me. They've done exactly what they said they'd do. I've recommended First American to other people, especially to my brother and sister who both own homes.

We have to press FAHW that this is needed as we have two small kids and the heat and humidity are becoming a health threat. Finally, an appointment is made for the next day for Ecco Tec to come by and make an assessment. Except this contractor proves to be unbelievably unreliably and is a no-show for three days in a row now. The assigned person at FAHW should help us, but her extension goes straight to voicemail. So as it stands now, we are still without air conditioning in the sweltering heat of DC with two small kids, and no assessment has been made about how to fix the problem. Nor does FAHW seem to be to concerned about the lack of pace of the progress of this problem, except for the one concession to pay-us-back $150 for a portable air conditioning unit, which of course can only cool one small room.

For a year and a half I was easy money since I didn't have any issues with any of the home appliances. First issue I had was with my AC unit. I schedule an appointment on June 19th (2017) and the first contractor that was assigned was able to look at the issue on July 7th. A little less than 3 week turn around. I called the next day to let them know I can't wait for 2+ weeks since we are in a heat wave (100 plus degree weather). They provided a new contractor that never called me to schedule an appointment (they are supposed to call within 24 hours). I ended up calling them to try and schedule an appointment but the earliest I can get service was early July. At this point I had enough and I ended up calling an outside contractor that made the fix for me that week.

At this point I cancelled my service request since I didn't receive timely service. I asked First American to pay a portion of the bill for the outside service. Bill was $250 I asked them to pay $150. I sent my concerns to claim resolution on June 26th and another email on July 3rd letting them know I haven't heard back from them. To date I have not heard back from them about this.

I don't hold ill will toward First American, I just wanted them to resolve the issue without us sweating it out in our hot home. When I sent my explanation to Claim review department with First American (where I requested $150) this was more to see how they treat their customers. Doubt anyone lost any sleep when they saw my claim request or when I told them 2+ weeks isn't sufficient turn around to fix my AC unit. It was clear as day to me that the lack of comfort in the hot house was not their first priority nor was it to hear me out about a measly $150 refund.

I also talked to a rep about AC units and how much First American pays for new units (I asked since I have an old unit and I was weighing the cost benefit of extending my warranty or terminating it) and he said for 2.5 ton unit they spend roughly $800 for a unit. I asked if they go upward of $1,000 plus and he said 'no'. This to me reaffirmed that the real money pit was First American and not the appliances in the house. If you think about it, you will be able to fix the majority of issues yourself or hire an outside contractor if you do have any major issues (AC unit, Water heater replacement... although water heater replacement is still in the realm of a DIY project). Please take this into consideration when looking at First American.

Then, First American reimbursed me without any issues and the sales who handled it was very good. They expedited everything as far as getting the money refunded because I had to pay the company up front, which I understood that I would have to do. Still, their timeline is problematic if they can't find someone in the area to take care of the case. There should be a little more time or consideration given to the customer if they know what product they have and they want a particular service on it. All in all, I'm very satisfied and I plan to stay with First American. I definitely advise on having them.

I was just assuming, "Great, the plumber's out. We have another plumbing issue, they can look at it." But that's not how it works. The communication upfront could have been better so we would have known that we had to put everything on the form. Our toilet upstairs is still running but we don't want to pay another $75 to have First American come out and fix the issue because we already had a plumber that was at the house that could have just looked at it had we known.

They assigned a different contractor, Ecco Tec Home Services LLC (terrible company as well, look at Google reviews). They scheduled me an appointment for 6/28/17 between 12-4pm. Nobody showed up in that time frame. I called them over 5 times and nobody answered the phone. They called me at 6pm notifying me that the technician would be late. Technician arrived near sundown around 8pm. He looked at the unit for a few minutes and stated that he'd have to schedule me for another appointment for the following day since it was getting late. Schedule was set for 1-5pm next day. Technician was late again, arriving well past 5pm. Few hours later, technician told me that the TXV line was clogged and that he'd need to order the part to replace it.

Several days later, 7/3/17, First American sends me an email stating that they received the report and they'd need 1-3 business days to review the report. On 7/5/17 I called First American to see what was going on, and they told me that I needed a new evaporator coil and a TXV line, and that I'd have to pay 500$ for modifications that the technician would have to perform, 125$ for PVC work, and 375$ for copper work. Technician did not mention anything about an evaporator coil or modifications when he was at my house. At this point, I went ahead and purchased a dehumidifier (200$) and a floor AC unit (500$) because Virginia is humid as hell and I can't afford having mold grow in my home. Middle of summer by the way, over 90 degrees every day.

7/9/17 I call First American to see what's going on, and they tell me that they're waiting on the contractor to provide them specifications as to what part to order. Are you serious? You've waited 10 days for me to call you to bring this to your attention? What if I hadn't called? They tell me that they'll reach out to Ecco Tec and try to get that information. I tell them this is unacceptable, so they tell me they've escalated my call (whatever that means) and that they'll penalize Ecco Tec if they don't respond within 24 hours.

7/12/17 I call again to see if anything has been done. I get forwarded to a supervisor who tells me that they've ordered the part and that they'll reimburse me 150$ for a space cooler. You can't buy anything with 150$. 7/14/17 I call and they tell me that it will be another 7-10 days before the part is available from Carrier. I pay for a home warranty and I need to wait for over a month for my AC to get fixed. What a scam. Terrible experience.

Initially, all went well, and we discussed upgrading the "Builder's Standard" toilet to a slightly better model. We also needed to specify what toilet we needed due to dimensional issues within the bathroom, and many toilets won't properly fit. We were happy to pay the difference in the upgrade, as that is fair. One week ago we sent over four models that would work with our needs. Since that time, not one phone call back from the contractor - OWP. On the flip side, I've called numerous times (including 16 today), and all of the calls went to voicemail. I informed FA my elderly dad can't readily access other bathrooms, thereby it is imperative this gets resolved ASAP. It has already been several weeks since the first determination by OWP.

Here's where the story gets even more curious. FA has flip-flopped on being able to upgrade toilets. Additionally, while they will offer a replacement of equal value up to $600, they default to the lowest value for the toilet we have without being able to identify correctly what model it actually is! I've spent hours on the Home Depot web site looking for a new toilet. Some of the key points that determine the cost involve internal workings and dimensions that can't be identified simply by looking at photos. It's sort of like trying to estimate the cost of an old muscle car without being able to identify the engine. Even more curious is that FA can simply payout for the cost of the toilet and labor, and the customer can get the job done on their own.

On the surface that seems fine. So, how much does FA offer for replacing a toilet? Would you believe a grand total of $42, and that includes the toilet and the cost of the plumber! That price won't even cover half the cost of the least expensive toilet on the Home Depot site (where there are nearly 400 various toilet models available), and that doesn't even come close to the cost of a plumber or proper disposal of the old unit. So, it appears that not only us, but also many customers have been squeezed by First American's policy. And, speaking of policy, the FA annual contract prevents a class-action lawsuit by requiring individual cases be brought to small claims court (or arbitration). And, let's face it, they know most won't go through the trouble of going to court over just a few hundred dollars, nor would an attorney get involved for just one small case, as it simply isn't worth it.

Lastly, FA has not to the best of my understanding lived up to the contract policy regarding customer service, in terms of the time required to undertake a repair. Should it take weeks to identify the issue, and approve the replacement of a toilet, and then install one? I guess I could use a tree in the backyard, but the hillside might be a bit difficult for my father. Let alone, I don't think the neighbors would find it the least bit amusing. I'd like to say that this is the last straw, but I get the feeling this is really just the start. I do welcome an immediate remedy from FA with a contracted plumbing company that we approve of, or a reasonable and fair market value for a replacement toilet, the labor, and disposal of the old model. At which time, I'd be happy to change our rating of their services.

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.

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 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.

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.