First American Home Warranty Reviews

I always have a problem with FA contractors. They have the contractor trained so well to look for ways not to fix or repair the problem because FA does not want to perform the work and pay for what I am paying them to do. I pay $828 a year. I am now looking for a respectable home warranty company, and I am going to report FA to the Attorney General's Office to investigate FA's business practices. Because they are really good at selling you their product, but do not explain the excluded or limitations of the contract at all before they start taking your money. Most homeowners do not even know what a cleanout line is, especially a woman homeowner. Had they explained this to me over three years ago, I might have installed a cleanout line or gone with a different company.

I think the California Department of Insurance and California Attorney General's Office needs to look at home warranty companies in California as a whole to protect the California consumer. In addition, California Consumer Affairs will be made aware of home warranty companies and look at their contracts and make sure the consumer understands the excluded coverage and limitations of the contract.

I had a similar problem with them years before with an air conditioning contractor in Florida that could not obtain a switch for the compressor that was available at a store a mile from my house. The cost of the switch was under $10, and I had to wait a week for the air conditioner to work. First American's service is still truly appalling. The next time I buy a home, I will tell the seller and realtor not to bother with a policy from First American.

Issue 1 was the Pool pump quit working. I called home warranty and submitted a claim. The pool company was assigned and came out 4 days later (after 2 days to contact me). The pool repairman came out on day 5 and was unable to resolve the issue and stated it was a bad timer and would be back the next day to repair. Despite 10 attempts at contacting the company over 10 days, no voice mails or emails were returned; the voice mail was oftentimes full and they only called back two days after I escalated with First American. The pool guy was back out 11 days later to fix timer (note that 15 days have elapsed and my pool is green with mosquitoes breeding in it). The pool guys said that it's not the timer and that I need an electrician. I called home warranty and have an electrician assigned. Electrician came out 4 days later and said it is not covered but he would be happy to do it for $700 (note that the pool is now very green and it has been 19 days since the initial request). I opted to have my own electrician do it for 40% of the cost and then had to pay another $100 to remediate the algae situation.

Issue 2 was the Air Conditioner. The AC went out and the maintenance guy the home warranty sent out said it is fine but sold me $150 acid wash for the condenser to keep it from shutting off again. The AC went out 30 minutes after the guy left and he would not come back. The company made me submit a new ticket. After the new ticket was submitted, a guy came out 2 days later (meanwhile, the highs in Dallas were in the upper 90s). The guy did a bandage fix and I am now without AC for the third time this month. I am currently waiting on the repairman to come tomorrow evening. It is 92 in my house.

First American is a low-end service that is inconvenient and does not fix problems. They just find a way around it due to their ridiculous, horrible "process". Buyer beware. Go with another company and DON'T waste your money.

So here I am, June 19, 2013, and I cannot get anyone to call me back. I was even sent a letter by FAHW that stated the unit was replaced. I called FAHW and informed them that nothing was replaced as the letter stated. FAHW will not return phone calls and the agent assigned to your claim will not call you back when you leave a message on his phone. You pay for a service and FAHW gives you every type of excuse why the work is not done.

He wanted to know if Monday between 10-12 noon would be okay. I said, "I have no idea. You need to call my tenant." I called the warranty company to have some gal hang up on me. I called again and asked to speak with a supervisor, and at this minute I have been on hold for 1 1/2 hours! I guess they have A LOT of supervisor complaints!

This is not my first rodeo; these home warranty companies need to have a reality check. I will no longer renew with any of them. I bet if I wanted to buy a policy, I could get through immediately. Save your money and fix the problem yourself. All I can say is...your company is a joke! Poor supervisors, must be overworked, and I am sure they're underpaid. With heartfelt sympathy...customer service, value, integrity? Really...guess again!! Have a wonderful day, in spite of First American.

They arrived a little after two on 6/4/13. They walked in the house, shone a flashlight into our exposed ceiling and walked out the door. No explanation. I caught the plumber and made him wait to talk to an FAHW representative. Not sure what they discussed, but the plumber still ended up leaving without an attempt to make any repairs. Spent the next THREE, yes 3, hours on the phone with FAHW going back and forth about them fixing the problem today. They finally said that we are back at square one because they didn't like invoice #1 and invoice #2 wasn't specific enough. Promised to send out ANOTHER plumber the same evening to diagnose and repair. We are now at 8:03PM of said evening with no call from FAHW and no plumber in sight. Now we are going on day 4 with no resolution.

When I threw him out of my house, he threatened me, posture towards me and put his hands in his pocket. I was so afraid because I did not know what was coming out of his pocket when he took his hand out, whether it was going to be a "gun or a knife". I was deathly afraid in my home. I called FAHBP and reported the incident. I must have spoken to a least 10 different people who kept on passing me on to different people. They had little concern for my safety. Once again, I finally was connected to the "Resolution Department" where the so-called person who is handling my case told me that the contractor said he found nothing wrong with the appliances. I asked rep, "Where are the pictures?" He stated, "What pictures?" I said, "The contractor took pictures of the burnt bulb in the dryer and a very wet towel." His response was, "The report is incomplete."

What a burning shame and disgrace! Why would he give me the result of a work order if he did not have the conclusion? Every month, without hesitation, they take money out for payment; I even pay a higher premium for an upgrade. This is fraud. This company needs to be prosecuted and held accountable for their action. Mr. ** has not returned my call. I have asked to speak to CEO/president and his supervisor of this company without success. The state of California needs to put them out of business. I also complained about my refrigerator and they refused to fix it.

It has been 5 weeks and it is still not replaced. The heating/air contractor is just waiting for First American to purchase the equipment and let them know where to pick it up. For some reason, it is taking them all this time to locate the compressor part of the unit. Why does this not all come together? Now I find out today when I called that all the equipment is purchased and the contractor has been told where to pick it up. So all I know is it was from the Lennox dealer. Finally, we are going to get the unit installed next week. I just can't understand why it took that long to locate the equipment. We are beyond frustrated with this warranty company and would not recommend them to my worst enemy.

Our furnace went out 3 weeks after being in the home. It went out in March and it is winter (22 degrees outside). This happened on a Saturday morning. I called First American and was told they would have their contractor out the next business day. That would have been Monday and that wouldn't work because it was 56 degrees in the house and I have a family with small children. So this doesn't get too lengthy... We were approved for an outside contractor to provide diagnosis. They did and shut the furnace down due to a cracked heat exchanger. I went through three different proposals, including the First American contractor. They dragged this out over two weeks and we were heating with portable heaters. I finally had enough after dealing with multiple people giving me different directions. I chose one of the contractors that produced a proposal and had the work done due to needing heat in the winter. I received approval from the company one day after I had the work started. The problem being is that they approved their contractor and that would have taken another week due to parts needing to be ordered. I had a new system in that same day with the company we chose.

Now that the work has been done, First American requested copies of my home inspection report. They have denied based on my inspector stating that the furnace needed to be serviced by a licensed technician due to no service records. This is a normal response from a home inspector when no service records are provided. First American is claiming the furnace was not in good, safe working order at the time of contract purchase. I have letters stating the furnace worked from the home inspector and both Realtors. Nowhere in the contract does it state that the consumer has to provide inspection reports. I did this in good faith and to show I was not trying to pull one over on them. Nowhere in the contract does it state that the appliances are to be serviced, or inspected by licensed technicians. The frustration and story get even longer, but now it's on principle.

First American will find any loophole they can to not pay out. First American will not provide service in a timely manner. First American treats its consumers like they don't care. They have great advertising and promise peace of mind, but that is far from the truth. This ordeal has been a nightmare and I have little to no faith in any warranty anymore. Do not buy from this company. Do not fall for the peace of mind false advertising. Stay far away from First American. I have used the Better Business Bureau and now will contact the Attorney General. If anyone has any other dealings or suggestions, please let me know. If you want more information on my story, please contact me. It's too long and frustrating to type here.

Again... Stay away from First American Home Buyers Protection. They will gladly take your money but will find ways out of actually providing service.

To this day First American is refusing to pay for the additional damages I have suffered due to the negligence of the so-called professionals that they sent to my home. The only service they do give is lip service. They would rather argue with you than help you. As a PAYING customer, I will not allow this. Because they refused to send a properly trained technician, or do a better inspection, I have suffered a lot of water damage because of this broken line. And they still argue that it was the sprinklers, toilets, grout/caulking. Unreal. Now I have over $5000.00 worth of damage to my carpet, hardwood flooring, walls and cabinets, all because they misdiagnosed the problem. And they are refusing to pay.

I am filing a suit, and I would also like to file a class action lawsuit to make sure that they don't continue to do this to other customers/victims. If interested, you can reach me @ **. I am filing suit in 3 days. I refuse to let this corporation think that they will get away with this. I am willing to fight and I am very determined to make sure that they do not get away with this. If you see the photos, you will see the proof that it was never the sprinklers, toilets, grout or caulking. You be the judge.

I called First American, and they said in so many words, "Tuff, we don't have a replacement that’s new. We only replace with a working motor." That’s not acceptable! I had already spoken to my regular pool service company, and they had new motors in stock and could replace it the same day. Frustrated with the lack of cooperation from First American, I called my realtor from whom we purchased the house through, and she, in turn, contacted a local representative for First American. Within an hour, I received a call from First American indicating they would cover the cost of the repair, and I could have my pool service installed with a new motor.

I have filed two additional claims since. Each time, First American has tried to get out from under paying for the repairs despite the fact they were without question covered by my policy. The claim process was difficult at best, frustrating and disappointing in that First American deliberately tried to find loopholes to get around paying a dime for the repairs. One was finally resolved after 6 emails, more than 10 phone calls, and 5 different customer service representatives being involved. One of the two claims is still pending, and my coverage is about to expire. They already know I won't be renewing my coverage so I'm certain they will drag their feet until my coverage expires then tell me, "Sorry, we can't complete this claim because your coverage has expired."

I was told that they were not obligated to match the dimensions. And then the cash out offered was less than half of what I would pay at any retailer to get a matching oven, which was a big ripoff. After repeated calls and pleas, they did not do anything to help me. Neither would they call me back to intimate the resolution. After repeated calls, I am frustrated. I am taking the cash out offer ($1250), but I will have to spend close to $3000 to replace the oven. Their claim reimbursement is very substandard. I would not recommend this company to anyone.

We asked that the issue be escalated to management; a complete runaround ensued. We were repeatedly told the payment procedure was the company policy. We repeatedly insisted they address the fact that this policy was not disclosed during the initial sales call and that point was repeatedly ignored with the response: This is our policy. We called the office of the President and the spokesman echoed the same responses. Attempts to speak with an executive with the company were denied. Bottom line is that all they really want is your money. Once you are locked in, you have no choice. In order to cancel and receive a refund, they say you have to write a letter asking for the refund and then wait; this after waiting for 30 days expecting to have coverage. You cannot reach anyone with the authority to handle your complaint. It's a complete scam. Avoid this company like the plague unless you want to be ripped off.

I thought to myself, this is odd for them not to have a service contractor in the local area, but, oh well. The plumber came, looked at the problem and before contacting me by phone, he called the warranty company and informed them there were missing gaskets?! Well, I know gaskets just don't get up and walk away in the middle of the night, so I found that extremely hard to believe especially when the sink was working fine the week prior. He told me that FAHB would deny the claim because of missing parts. He would fix it for $175!

What he needed was a pop up tube that directly sat underneath the drain spout of the sink which cost no more than 5-10 bucks at a hardware store. I was angry at that point, but I had no other choice but to pay the service fee. A few weeks later, FAHB sent me a $60 bill for the warranty claim. Even though FAHB never paid any money to the contractor for the warranty claim, they are still asking for a payment of $60. Quite frankly, I was floored by the insult upon injury.

This is not a good business practice by anyone in any industry. I have refused to pay this fee and told them I am canceling my contract. Luckily for me, my cousin is an attorney and I will fight them head on in court over this which honestly is not even worth my time. Only now, my pride is involved. People need to take a more proactive approach against tyrannical companies such as this. If profits are all they are concerned about, then by no means do they need to get my business. I recommend that everyone find a local handyman that they can trust and have him on call for any and all things. That's what I will do going forward.

So here is the skinny; FAW will fix your small problems. If you have a major problem (which is why you get them in the first place), they will try to use #2 and #3 Limits of Liability. If that fails, they fall back on telling you it wasn't maintained properly and they are not liable to repair or replace something that wasn't working properly. FAW is a scam using complex wording that tries to confuse people into believing everything is okay. If I take them to court, I will win, but should I really have to go through that? Did it happen to you?

Needless to say, if I want hot water today, I get to pay out-of-pocket $460 for labor since the tank is still under warranty. Thanks for your urgency First American. If you would have dealt with this and scheduled a plumber to arrive at my house Friday like they should have, I should only be coming out-of-pocket $60 to have a water heater installed Saturday. And thanks to your flippant customer rep., I had to inform him after confirming with local plumbers that the supply houses in Phoenix are open on Saturday until noon, so yes, I should've had a new water heater today, Saturday, since it could have been ordered Friday! I look forward to sharing my positive experience with all sources that I can.

Later that day, a rep called saying that they would not cover because there were parts missing. When I told her what the plumber told me face to face, she said she would send out a senior service tech. That was a week ago and appears to be a lie because we just received an invoice from them for deductible denying claim. It looks as if we will be contacting an actual reputable plumber to complete this job on our own again. Beware of their questionable business tactics. My experience with them has led me to believe they are simply scam artists. Our year is nearly up and they had the audacity to ask us if we would be renewing coverage. What coverage? The sales rep began to promise the world and said he would follow our latest claim to ensure our satisfaction. Bald-faced lie. They have no incentive to be honest. Once again, steer clear of this outfit.

Shady business - keep things broken so the insurance company & consumer (in this case, a single mother with limited resources) has to keep paying.

When I asked for appliances to be the same color, I was advised to take it up with vendor and I could pay the difference. When I mentioned I was unsure if the appliances offered fit in the allotted space, I was advised that they made no guarantees the item would fit and I would have to pay to make the necessary adjustments myself. All the while listening to the recorded message, assuring me they were bringing service, value and integrity to the table.

Now they will cover the cost to repair it! Or so we thought. The contractor they sent over told us that we needed a brand new unit outside and that the unit had not been working when we added it to our warranty plan so it would not be covered. This infuriated us. It was absolutely working when we added it. We called American Home Warranty to appeal the decision. They said they would reconsider it if we got a written second opinion. We called another company to come out and assess our unit. We asked him if there was any way to prove whether or not the unit was working prior to the date we added coverage. He wrote a statement saying that there was absolutely no way to prove whether or not the unit was working or not. He also said that he knows from experience that the guys that are contracted out by American Home Warranty are incentivized to give reports like this because the contractor will make more money with less work if they just make up a reason the unit cannot be covered.

Trust me, we understood that the situation was less than ideal for the warranty company. If they are not trusting in the fact that a unit works, or is worth covering, then they need to change their policies. Perhaps they could have one of their reps come to the house and assess the working condition of what is being requested for coverage. We did not hide the fact that the unit did not work well but they weren't interested in that. The bottom line is that they were so quick to take our money because they knew that they could back out of paying for any repairs. This is dishonest and pretty disgusting. I wish I had read reviews on this company before we gave them our money.

Any major repair and they've figured out a "loophole" in their contract to get them out of responsibility of repairing a covered system. They're betting that it's going to take more time/money to retain a lawyer to go after them than it is to actually repair what needs to be repaired, so you won't bother. I'm sick and tired of dealing with them and this is the last year we have a contract with them. Don't use their services. Save the money that you'd pay into their premiums and you'll have the money to spend when you need to do repairs. They're in the business of making money by denying claims.

With all the complaints, why are they still allowed to be in business and collect monies for all the items they never have to fix or repair? Do we not have anyone looking out for our best interests anymore or can any crook start up a business as long as they put up an appearance of providing a service, no matter if they do it or not?

To explain the poor service in detail would take too long, so I will just provide a brief summary. Parts of the garage door broke. I contacted First American. I was told to wait at the house from 1-5 the following day. No one ever showed up to service the garage. I called First American again that evening. I was informed that an "error' had been made and that someone would be out the next day, again between 1-5.

The next day, someone showed up to fix the garage door. Unfortunately, they did not send the correct technician even though the problem had been described in detail now on two occasions. A second group of technicians were dispatched (thank you, Sears). I was told that I would need to pay an additional $60. After speaking with a supervisor from First American, I was told that the additional $60 was not required. The technicians were able to make some repairs to the garage door. However, they needed to come back the next day. I was left with a bill for $300.

I contacted First American who informed me that I would need to contact Sears to find out why I was being billed. One would think that the home warranty company would be able to provide me with this information on covered services. In any event, I called Sears. Sears informed me that the problem would need to be addressed to First American. After talking to First American, I was once again redirected to Sears and told to call back the next day once a work order had been received.

The next day (three days after the service call), I was waiting for the technician. I contacted Sears who had no information about the work order and told me that no technician would be dispatched to my residence until First American sent a new work order. I was also told that I would have to pay $60 more when the technicians arrived. After 30 minutes on the phone with Sears, I contacted First American. I spoke with a technician who did not have a service order and could not tell me whether the service that I was told would take place that day would be covered by the contract.

I was then transferred to a supervisor who was unable to provide me any meaningful information. He placed me on hold and contacted Sears. When he got back on the phone, he told me that I was wrong and that another company was coming to my house, but that I needed to call them. Apparently, the technician had told me that I need to call this company. Confused, to say the least, I inquired as to what company and when they would be coming. He named the company and I told him that I was never informed of that fact.

After sometime had passed, I asked him whether it was the first technician that had come to the house or the second technician. He, of course, did not know that two technicians had come to the house. I again asked him why the individuals from Sears were not going to be at my house between 1-5 like they said. The supervisor told me that Sears had no order and would not be at my house until Monday (it was Thursday). I asked him if the individuals from Sears would be back to pick up the tools they left today to hold the garage door in place. Again, he did not have an answer for this.

Hopefully the garage door will be fixed by Monday and that I will not have to pay for the additional service. Regardless, I am cancelling service with this company. The service that they provide is a joke and if anything breaks at your house that would cost more than $100, the company will likely claim it is not covered or that it is secondary damage. Be careful when you read the limits of liability section as the company does not cover "modifications." I was told by the supervisor that "modifications" means that if you have an appliance that is old and the part is no longer available, that it is not covered. That seems odd since the company prides itself on "regardless of age, make or model."

Whatever you do, do not use this company. You will receive horrible customer service from the moment you place a service call until you have to fork out additional money to cover the service that may or may not be provided.

The next morning, our pool was 125 degrees so I called them back. He now said the thermostat needed replacing. We had removed the top of the unit and cleaned it as per his request. The inside was nothing but rust and crumbled at the slightest touch. It appeared that some sort of "plate" had been in there at one time but had crumbled to dust. We showed him this and he said there was no problem. He told us it would take 2 weeks for the new thermostat.

Three weeks later, he came with "the wrong part." He said he had to reorder. I was upset now. I needed the pool so he "hot-wired" the unit by bypassing the broken thermostat and told me to just keep relighting the pilot by hand. This worked for about a week. I was on my hands and knees in the mud daily with a lighter in hand under this rusted unit - terrified each time. I am now calling First American.

More weeks go by and here comes the second thermostat. It worked one day and the pilot went out. Now, we are furious. As we have said from day one, this rust bucket appeared to us to be so old and damaged that we were not surprised that "piecing it together would never work." I am now calling every day. Finally, over 2 months now without my pool, First American sends out another company for a second opinion. This person looks at the heater and says it is a fire hazard and should be unplugged and red-tagged. He states that it has no firewall at all and is very, very dangerous. He even refused to work on it with his license.

Now, we are enraged that our home and lives have been in danger! He sent them a full report. We again called First American. They had "a meeting" and told me that it was decided that the heater would be replaced. I was "assured" there would be no more work on this unit and once they had the bids for the job, it would be done. Two weeks later, I received a call from the original pool company, who wants to know when they can come out to "work on our heater." I called First American and was informed that they would not be replacing the heater but will continue to fix it - even though they admitted to being told by the second opinion that it was a fire hazard. I reminded them that this is not some pool in the middle of a yard but an indoor pool attached to our home. The heater is 2 feet away from the wall of our home and the 750-gallon propane tank is 4 to 6 feet from the heater and the wall of our home.

The response is that they are not responsible for having the unit "up to code" and the fact that it was a fire hazard was not covered under our warranty. They would continue to "piece it together. Even though the second opinion made it clear that without the firewall and top plate, the pilot light would never stay lit, First American is ordering another pilot light part. We are horrified and confused.

It is now 3 months - no pool and still waiting for "another" part, even though this warranty company has been told by a second opinion that they hired that this unit is dangerous and a fire hazard. They insisted that they are going to "fix it" some more. We are so angry that I am going to write complaints to every Web site I can find. I am going to the BBB, the Florida Office of Insurance Regulations and our local newspaper. And if we could find an attorney who could help us, we would.

It is ridiculous for a company to not live up to their contract and promises to replace if it does not work. They put you on to their resolution department, which never seems to be in or the wait is over 30-45 minutes. Also, when you ask them for the representative's name, they get angry and don't want to give them to you. I believe the state attorney's office in Maryland needs to get involved. People should not go without A/C. I do not recommend this company to anyone. It is not worth it.

This company is nothing but an enormous rip-off! It's been over 100 degrees almost every single day this month, 18 days without a proper a/c in Oklahoma weather with a two-year old and not enough spare cash to do much of anything about it. I am dreading the power bills with the malfunctioning outside unit and these worthless window/portable units on it. I really don't know what we are going to do at this point.

I called the contractor and their dispatcher said they were "tied up on another job" and would be here as soon as they could. The contractor finally showed up around 3PM, only to inform me that it was an electrical problem and after collecting his $60 service fee, told me I had to contact an electrician. I telephoned First American back and they said they would dispatch an electrician the following day and he too would be here between 9 and 11AM. Not wanting to miss another day at work sitting at home waiting for someone all day, I went to work on Friday and the electrician didn't even bother to call me until after I called First American three times throughout the day.

The electrician finally showed up at 5:30PM and after collecting his $60 service fee, proceeded to tell me that it was a bad fuse in the fuse box that I would have to replace myself, as he does not work on fuse boxes. He then informed me, once I asked him why he didn't, that First American only pays $1,100 to replace a bad fuse box and he gets $1,500 from everyone else. What? Now I'm stuck with an old fuse box that needs to be replaced as the fuse for the A/C keeps blowing no matter how many I replace (to date, I've replaced 9!). First American will not refund this $60 service fee nor will they dispatch another electrician to do the job!

I called First American and after holding for 50 minutes, they authorized me to get my own contractor and gave me a limit of $125. Have you ever tried to get a contractor to your place for $125 (and First American would not authorize the service call charge)? I have been with First American for over 10 years, and I never miss a payment. They are good for non-emergency stuff, but not too responsive to what you might consider an emergency. My hot water heater is only four years old. But given the option of an extended stay in a hotel, it will be cheaper for me to go buy another heater at this point. After 4 days without hot water, the situation is becoming intolerable!

About 3:40 pm, I called back, talked to the lady. I asked her why no one came to my house or called. She said that the service man was still servicing someone but "He will be coming to your house around 5:00 pm." So I waited. At 6:30 pm, I called back. I talked to this guy, told him what was going on. He said that he was going to call the company to see what was going on and he put me on hold. When he came back to the phone, he told me that he had talked to them that they were still coming out. I waited; they did not show up. On July 7, about 7:51 am, the lady called and said that someone would be coming out. I asked, "When? Because I have an appointment. I've been waiting 3 or 4 days for this. What time? I would be back home about 2:30 or 3:00 pm." So I made it back home at 2:20 pm. I tried to call them but the service came on saying that they close at 12:00. On July 7, I called you back to let you know what was still going on, so the guy I talked to said that he would find me another A/C company.

The other company he gave said that they would call me to set an appointment but they never called me that day. So on July 9, I called this company to see why they did not call me. The guy I talked to on the phone said he could not get me because "you all gave them the wrong number." He said it was my work number. You all know my home number. I don't work on weekends. When I made this call, I was at home and I gave you all my home number so the a/c man said that he could not get me but he told that they came by the house on Sunday around 7:15 pm. That's not true because I was home all day. Why didn't he get out and ring the door bell? No one comes out without talking to someone. As of now, no one has come. The water has damaged my floor. Someone needs to have this repaired. I've been with First American for 17 years, never missed a payment, in very good standing. What more could you ask for? Thanks.

When I called HousePro, they stated that it was out of the 30-day window and I would need a new work order from American First. I now have been without a working AC for 6 days while trying to deal with American. They stated I would need to have my own AC tech come out and verify the problem. I contacted John Moore and they sent out certified tech Keith **. Mr. ** stated there was a leak and performed an electronic leak check. The leak was in two places on the coil and it was obvious to Mr. ** that this was the original problem.

I faxed the info to American First then followed up with a call. They stated they did not receive the fax, to fax it again and it would be 48 hours till it goes through their system. I have a 71-year old mother living with me who is going through chemo. It is not acceptable to wait three to four days for a resolution when the problem has been ongoing for four months. I'm having to call a third party to fix it.

I finally had it with their complete incompetence and indifference and replaced the system myself as the technicians I hired quickly diagnosed the multiple issues that were going wrong with the system. So basically, I did their job for them, paid them the $55 deductible and they couldn't even apologize for the poor customer service and incompetent technicians. To this day, they will only send me formal letters. I would be more than happy to file suit against this joke of a company. They are a class action waiting to happen and everyone would be best if they avoided them.

The first year, I was overseas with my husband and the heater had to be changed. We have a grandchild and my kids rent this house from us. They called an emergency company in the middle of the night. Thinking that the warranty would not have a problem covering the expense, they paid out of their own pocket to change the unit that was damaged and could not be repaired. When I came back and called First American, I was told that they had a 24 hour service and would not cover such a repair. I was shocked. I thought they should cover at least some of the cost.

Not much I could do because our contract does not expire until this August. I decided to call in a leak in an upstairs bathroom and in the yard's spa. They came the same week and denied both claims as stuff that they do not cover. The funny thing is that a notice from the water company was received that same week informing us that there is a leak in the house.

At this point, I have informed First American that we are taking care of the problems and filming the whole thing. If there is a leak, they will have to pay us back for our expense.

The next call was for my heating system in which the gas was giving me headaches and wind would come up through floor vents. I was told that nothing was wrong even though the subcontractor looked 5 feet under the house (would not be able to determine if there were breaks in the duct lines). He charged me and left. The last looked at a dryer that was not heating properly. He said it was the dryer vent line and not covered under service. He charged $55 and left.

Very disappointing, all but the first man spoke with heavy foreign accents and I could barely understand our conversation. I am not sure that one of them understood much English, either as our interaction was quite confusing. I plan to let this company go and not renew. I don't need rude service people coming to tell me that there was nothing wrong or they don't cover. I might as well call the "real" repair people and put the money towards the repair before it leads to worse.

Next thing, I find out that First American tells me that tech didn't find any active leak since the leak was in the wall. So I had second tech come in and same thing, they told me there is no active leak at the time of visit even though the wall is clearly damaged and possibly the foundation of the house. So I decided to get a plumber of my own who cut the drywall and noticed the leak was coming when the second floor bathroom shower was on. There was a leak in the pipe connecting the bathroom faucet to the shower head which was not visible because leak was inside of the wall. So he fixed it and charged me $300 for it.

Now First American doesn't wanna pay for it because the work order is too old and they think the leak was due to the shower head but it's the pipe in the wall leading to shower head. Please help me with this.

The next thing I know is without notice they had ended my contract. No notification! I have paid well over $400.00 monthly for the last 9 years with minor house calls, honestly no more than about two per year of very, very minor issues paying a $60.00 per visit co pay. I just happen to find out when I called the company checking on my renewal period that in the past they have called me several times before starting the new contract. I would not recommend them to anyone. This company needs to be shut down.

First American has denied and refused to honor my request recently and as a paying customer, this is illegal. I am also requesting any assistance or info as to follow up on this matter including consumers rights and info on pertaining legal action against First American home warranty.

After 2 weeks and no contact, either from the insurance company or the contractor, I called the insurance company. The woman I spoke to had to go look up the order, and told me that the contractor had submitted it, and said that he condemned the unit. She indicated that he had some additional things on the service order that she didn't understand, and she needed to contact him. Now, I am wondering why they didn't contact him when they received the service order to begin with, but at this point, I am willing to give them the benefit of the doubt. She proceeds to give me a list of things that the contractor indicated needed fixing, but was not covered under the warranty, including Title 24 assessment, that they would charge $600 dollars for. I went online, and it costs between $250-$300 to do this.

After getting another quote from a different company, we found that the list of things this guy had quoted, were either over-priced, or unnecessary. We contacted the insurance company. The girl we spoke with clearly did not have a clue. We asked her to give us an estimate of what they would give us to cash out the claim. She could not do so. She left the phone for about 15 minutes to go and talk with her supervisor who, she said, was an expert at determining what the cost would be. After 15 minutes, she came back and said she was having problems, because the system was not working properly. I asked to speak with the supervisor. She gave me his extension, and when I called it, the voice message said he was out of the office, and would not be back until the following Monday, November 14, 2011. I left a message. I never heard back from him. I contacted him again on November 17, 2011, and left another message. I still have not heard a word from this company.

His company scheduled me for Wednesday because they had to order the part (computer or electrical board). I told First American that this technician was not able to give me accurate answers to my questions, and I think he would not to be able to perform this job for me. On Wednesday, I called the contractor because he was late. He didn't show up on the window time that was given to me when I was scheduled for Wednesday. The lady who answered me from the contractor company told me that they didn't receive the part yet. But anyway, she said that if they will not come to my house on Friday, then they will come on Monday.

On Monday, they called to tell me that they didn't receive the part yet. I called First American and explained them the situation. They told me that they know because they already called the contractor to follow up. For many times, I told First American that I have children in my house and it gets too cold at night. I rather switch to another contractor. They kept telling me that if I will do that, I will go through the same procedure another time. I told them better not to get this heater fixed. They didn't listen to me. The only thing they did for me is that they told me to go and buy myself portable heater for not more than $50 and they will reimburse me.

I bought portable heater for $70. Finally, the contractor scheduled me for Thursday, 11/17/2011. It was the same thing. He spent 2 hours and didn't do anything. He discovered that the problem was not from the electrical board, so he put the old electrical board in its place. Now he made another guess and he had to order another part. I don't know how long I have to wait this time. The contractor stated that he put everything back in its place and now everything is like before. As soon as the contractor left my house, I tried to turn the heat on to see if it's like before. Unfortunately, it was not working at all. I tried to turn the AC on but it didn't work. And suddenly, the thermostat screen became blank, and bad smell came out from the upper level fan ducts.

There was no light in the attic. Mostly what happened was electrical contact. I was thinking to call the fire department because I didn't know what might be burning in the attic. I called First American and explained them the situation. I and my family might be in the danger of fire because I still smell this bad smell. Unfortunately, they didn't take it seriously and told me that they would find a way to schedule me for tomorrow and the same contractor would come again. The contractor admitted to me that he made a mistake with the diagnosis and now would see again if the problem is from somewhere else.

No one said there were any restrictions, limitations or exclusions. After another week, a technician called to schedule an appointment. When he eventually came to the house, he took apart the ceiling fan. Then, he said it is the "receiver."

We decided to cancel the coverage within the first 30 days; we did everything we could to cancel, having both called and sent a fax to First American.

Of course, the company would not honor their policy and manufacture words that were not present in the policy, claiming the insurance excluded the "receiver." However, receiver was not a word used in the policy. Instead, the only exclusion was the transmitter (remote control device anyone can buy at Home Depot for $10).

Every effort was made to explain this to First American, but they only gave us a partial refund, charging us for every day it took them to handle the issue, not using the day the ceiling fax broke and we called for a repair.

First American not only was in bad faith as to what was arbitrarily excluded (not stated in the contract) and refunding the policy as we intended a recession of the contract, but what they wanted is to also pay for $60 service charge (it is noteworthy, the technician wrote zero (-0-) on the invoice. We believe the insurance company acted in bad faith after they collected their premium. It is shameful.

After much time on hold and being given the wrong email addresses for the Complaints Department, I still have a basement that will overflow at any second and ruin my other appliances. Also, the technician they sent collected his $60 fee after putting a piece of duct tape on my pump until First American decides whether or not to honor their contractual obligations.

The situation is still unresolved. This company seems very eager to take my money with no intention of honoring their contractual duties.

I am so beyond angry at this point. I would never ever recommend their service to anyone and the service provider was a complete moron. I have not had an oven for 2 weeks because he wouldn't call back and then ordered a wrong part that the company still wants him to put in my oven. They say because the part is not available, they don't have to match the oven.

Stay away from this fraudulent company. With the money I paid for my upgrades and additions, I could have bought a new double oven. The customer service person just kept repeating stupidly that I should look at line X on my contract. Um, the one you never sent me? Oh, and there is never a "manager" available to resolve the issue. Freaking idiots.

2. For a new compressor or new unit, it will be out-of-pocket expense again because of the failure of service from First American Home Buyer Protection.

Even worse, they make it as hard as possible to cancel your policy. They won't let you do it online; they won't allow you to do it on the phone. You have to email them and they tell you to send it to cancellationsupport@firstamerican.com but it's a completely false address. The real address is cancellationsupport@firstam.com. When they do this, it allows them to charge your credit card one last time and to have a built in excuse to not refund your money because it was "your fault" for sending it to the wrong address. No less than three different First American flunkies gave me the cancellation address and they spelled it out so there's no question about their tactic. But, you won't have it in writing because they only tell you this over the phone. Watch out for these idiots.

By now it is spring in Texas, and our A/C unit doesn’t work. We once again called, and after a week, a service technician came. We have exposed wires, and still no air. We have called several times since, and have had many technicians come to the house all doing different things. One set even offered to discuss the problem with us-- over a six pack. We complained to First American. A week later, yet another technician came out, saying it is a broken part from a previous technician. We waited a week, and he came saying it is still not fixed. We need a new unit because the condenser coil is restricted. We were told it’s all covered.

We called First American, and they said we had to wait for the report. Four days later, I called again, and they said, “Sorry, your claim was just sitting there. I have no idea whose fault that is, but I processed your claim today. It’s all covered.” We were told that we have to be patient because everyone needs air, and it takes time for them to come to our house. So, we waited (mind you, we have been living now for over a month in our vacationing friend's two different homes) for another four days and we got a First American representative who told us that they are waiting for us to pay $800 for uncovered parts that the A/C man filed last week. I asked why we were not notified sooner, and he said, "I am telling you now ma’am." I told them, “Yeah, only because I called, and not the other way around.” So, he told me to cash out my claim. I told him, “No, I don't want money. I want my unit fixed.” So, I called the A/C guy who said, “Either you pay me and get A/C system, or you don't and you have no air.” How wonderful.

So, we called back to First American and got a girl representative, who said that she spoke to her supervisor, and there was nothing they could do. She said that I could do like she did; close out the claim, and get someone else cheaper to do the work. We had no choice, so we closed out the claim, and then finding out we get $700.00. That was it. We found out a A/C unit will cost us up to seven grand. Thanks to A#1 Air, we were qualified for a loan, and they came out less than an hour after we called. We will have a new A/C unit tomorrow that we paid for. Thanks First American Home Warranty, I am glad we have your protection!

They automatically took $58 out of my checking account each month since I first purchased the plan in October 2010. When I tried to get my garage door repaired last month, they sent out a company (exit garage doors) that told me nothing in my garage door was covered and they tried to sell me new springs that cost $350.00. When they put those in, then they said I needed to spend another new garage door for $775.00. I rejected their costs and got another garage door company that put a new door and springs for $675. They sent me a letter stating my warranty did not cover doors or springs (dated August 1, 2011 - claim #302018218). I finally cancelled my warranty with them they threatened to charge me a a cancellation fee. They told me if I really wanted items to be covered then I would have to purchase their premium coverage plan. This is a scam operation that takes advantage of seniors such as myself and should be stopped immediately.

I had made complaints about my air conditioning not working back in May. Here it is almost August and it's still not working. They sent several so-called technicians out to fix my air. Luckily, I told them to scratch with all those $55 deductibles. I paid once. They said the compressor was the problem. They replaced it and it still ain't working. So after several ** came out to try to fix it, the last guy rigged my wires together and then just up and quit. If it had rained that nite the ** thing could have caught fire and burnt my house down.

So the owner of Air Tech Mechanical came out to fix it and he can't fix it. They call the warranty company back and tell me there's no mechanical problem. Well, let me see. If my thermostat is set at 78 and my house is 96, there is a mechanical problem. **!!!!! Go back to HVAC school!!!!!!!!!

FA's actions, especially after reading other complaints online that are similar to mine, seem to be a typical stall tactics often used in the warranty/insurance field. Stalled long enough, the customer will get fed up and pay out-of-pocket for whatever needs to be done. However, given the circumstances of extreme heat and vulnerable persons within the home, this strikes me as being criminally negligent. I will be following up with a letter from a lawyer and further counsel.

After a couple of days and no information, I called the warranty company and in two & a half weeks' time have spoken to 6 supervisors, who all advised my unit would be fixed and parts were ordered. I was called on June 7 that the tech received the part and was coming over today to replace. All managers that I spoke to advised this person would check and fix any leaks in the unit. The technician showed up, rang my doorbell, walked out to his truck. After a half hour, I went to go check and this person was sitting in his truck the whole time, taking a break.

When I tapped on his window, he ignored me. I tapped three times and sat there for fifteen minutes before he rolled down the window and acknowledged me. When I asked him what he was doing, he advised that he would not be fixing or checking for leaks. I advised I had already talked to several managers in the Warranty Department who advised this tech should be fixing leaks, and any and everything wrong with the AC unit. This person proceeded to roll up his window and drive off. I have been sitting here with 100% temperatures in my home for over a month total, that is not only dangerous, but could be fatal.

I called the Warranty Department as soon as that happened, and spoke to another manger who advised that they were going to send another senior tech, not the same unprofessional person to come and replace the parts, as well as take care of any leaks, and make sure everything is corrected and fixed today. I sat on the phone for 1/2 hours then he transferred me and dropped the call to a rep that had no idea what was going on. When I asked to speak to a manager, I was placed on hold for 1/2 hour, so a total of one hour on phone to have to call back. I still have no AC. .Ludwig ** was the last person I spoke with.

I have taken off work to have nothing done. It is hazardous and dangerous to live in my house with 100 % temperatures, and to have a warranty company that promises service 365 days 24/7 is outrageous to have unprofessional techs to come to my home, and not do anything, take my money and leave. And the last one sat in his car for a 1/2 hour on break, to advise he refused to fix leaks and then drive off.

First American ordered the improper heat pump and condenser unit for my home and has delayed in rectifying the mistake. First American hired a contractor, California Express Enterprises, Inc. to replace the heat pump and condenser unit. The contractor failed to recognize the requirements of the heat pump and tonnage of condenser unit, so the unit never worked properly. The contractor not only installed the improper line set, but failed to flush out the old coolant and installed the ducting in an unsuitable manner that caused the return line to be crushed. This continued over a course of two months as First American dispatched the same contractor to my home on three consecutive jobs over 5 different days to attempt to resolve the problem. Each time, the contractor failed.

First American caused further delay by claiming that the wiring necessary to accommodate the improper unit was not covered under the terms of the warranty, when in fact, First American ordered and installed the wrong unit.

Only this week, March 21, over five months later did the First American representative named Oscar admitted that the wrong unit had been ordered and installed. He mentioned that the original contractor would be given another chance to come out and fix the job. Judging from the prior interactions, the contractor is simply unable to complete the job. Furthermore, based on the consensus opinion by two independent contractors and the opinion of a contractor chosen by First American, the work performed by the contractor has been consistently subpar. I am still awaiting a resolution to the issue.

On the following week, we decided to have the heating unit serviced because the home sat empty for a year. We assumed it was working properly because the fan was operating properly. The company that we paid to service the unit stated that the heat pump was not operating properly and should be repaired.

The following week, when I returned from my Moms', I called First American on Feb 21st and filed a claim. They sent a heating company out and found the unit should be replaced. They called First American and explained the problem and the claim was denied on Feb 23rd due to a smell and rust.

At no point, during the purchase of the warranty over the phone that there were stipulations as far as rust and smells. There is no rust on the outside of the unit and I do not smell anything. The conversation was recorded by First American and can be verified.

It was taken and they now want $4900.00 to replace it.

Finally, Bayland came out and installed the compressor and motor. It took him 2 days. After the 1st day, he left after 3 hours on the job saying he was tired, thirsty and needed to do Christmas shopping! He came back the next day and finished the install. However, immediately after he left, there was a God awful noise coming from the heating unit that went on all day and night. I called him right away but again, he did not return my phone call for a week. In the meantime, I was calling First American but all they could say was that Bayland has to be the company to come back out and look at it. Well, it has been 8 days and still no Bayland. This contractor only returns phone calls once a week and you better be home or you will never hear from him again.

As of this writing, 12/29/2010, and after almost 8 weeks, I still have no heat and no response from Bayland. Of course, First American says all they can do is send him emails to come back out but that results in nothing. My contract expires on Jan. 10 and I have already informed them that I would not be renewing after 2 years of payments. First American did say that they would not bill me for the next renewal year but I simply do not trust them. We will see. I would never recommend this company as they hire second rate contractors who have no concept of customer service. There is more but it is too frustrating to even think about First American and their "service".

In the mean time, we had our power turned off due to the fire hazard in the attic. I went up there with a flashlight, disconnected the wires, and cap them to prevent fire hazard and get the power back on. We are in snow country. I called the home warranty company because there was no response to my claim and they told me that since I disconnected the wires to prevent a fire hazard, they would not provide a service contractor. They told me I had to reconnect the wires and have the unit in its original operation mode. I explained this was a fire hazard. They did not care and refused to send out a contractor.

Note that we have a lady that cleans the house thoroughly once a week in addition to our daily cleaning. First American then sent another company. Mind you, I've had to make so many calls and devote so much time because they wouldn't follow through. I had to keep calling and pursuing. Tech #2 came and said the manufacturer of our cook-top no longer exists so the parts are really hard to find. Well, FA guarantees that no matter what the age, make, or model, they will repair or replace. Again, months went by and no word from FA. I'm waiting while they find the pieces. I called again. They decided to send out another technician (Why, when they determined the parts they need and are looking for it?).

This technician told me that in addition to removing all the removable parts off the cook-top to clean, we are supposed to buy a metal brush and brush over the screws. I have never known any one to do that. It was a 20-year-old cook-top, of course there is going to be rust but FA said age is not a problem but rust is. That is ridiculous. I asked the representatives whether they had personally picked up a metal brush to brush over the screws in their appliances and she said, “Yes, if I were instructed to”. Exactly, no one instructed us to. Why would something like rust deny the claim when they promise age doesn't matter? Isn't rust a part of age? And it's not even a lot of rust, it's normal wear and tear on a well-maintained cook-top that's 20 years old.

But, I think what happened was that they weren't able to find the parts and because they don't want to replace it, they pressure the technician to say something that's somehow not covered under the warranty. It's fraud and they keep taking advantage of people. I wonder how long they are going to keep getting away with this. It's a service-oriented company that's been anything but service-oriented.They give more business to Tylenol because of the headache they gave me. This is not the first issue like this I've had with FA. It seems if they don't want to cover something, they find a way out. First it's covered, then somehow it's not. Oh, and it would help if the techs they hired spoke English.

The gate valve is attached to a pipe that comes out of a pipe in the wall of my home. The actual valve itself is 5.5 inches from the wall. Seeing this, the plumber called First American to see if it was covered and the claim was denied because the valve was not directly attached to the wall. The plumber offered to repair it himself to the tune of $447.50, and that was after a $20 discount.

The following day, I contacted First American and spoke with a rep who told me that because it wasn't attached to the wall, it wasn't covered. She pointed out that the contract reads, "Items must be installed for diagnosis and located within the perimeter of the main foundation of the home or garage." When I asked her what "Perimeter" meant, she just stated in the wall or attached to the wall. She couldn't give me any metrics. Again, I told her that the valve was attached to a pipe that was coming out of the wall. My claim was denied.

I've filed a complaint with the Attorney General's office and the Dept. of Insurance. Advice to those looking for a warranty - go over every covered item with the rep who sells you a policy before you send them a premium. And start with companies located in your city so they know how your home is built. (In other regions, gate valves are located in the garage due to weather, but they are outside the home in AZ.)

I called RiteAway and left couple messages but still no response. I called First AM and they told me the claim was still in process and I should give them time. I consistently called First AM and finally they got a hold of the plumber. The plumber came, replaced the pipe and made a big hole on the wall. He left the wall open just like that and left. Since I had a bad allergy, I had to clean up the mess and covered the hole with tape. Now then I had to wait for a drywaller after the plumber finished.

I called miserably to First AM and the drywaller to expedite the process to finally schedule an appointment. The drywaller called himself to confirmed the date and time. I waited the whole morning on the date of the appointment and called the drywaller again to learn that he was too busy and forgot about the appointment. Professional? Anyway, he came on a Saturday, and could not complete the rough patch as there was mold though the plumber was there a week before told no mold. Now I find myself to clean up this whole mess and it would be better off if I did not call First AM from the beginning.

This experience is the worst for a first homeowner with First AM, calling and talking to their emotionless representative, their unprofessional contractors and their unpleasant service. On top of that, I have to deduct my rent and pardon my renters for all the inconvenience of this matter. I am a customer service supervisor myself and I am very amazed of how they call themselves - Service Value Integrity.

A week later, the parts came in, and two days later, it was finally fixed. I sent 8 emails to First American not one was responded to, I sent two letter to the CEO Daniel Langston, who did not even have the common courtesy to answer them. I got a form letter from a claims rep, stating the issue was resolved. I've been trying to cancel my warranty, but cannot get anyone to take my call. The cancellation department is always busy, so you have to leave a message. I have faxed and emailed my cancellation request.

Taking the time to call the company daily, took all my work breaks and lunches, eating out every day for a month, because I did not have a refrigerator/freezer. Feeling helpless that no one in the company would help me, or kept giving me the run around. I could've purchased a new refrigerator/freezer for the money I spent on eating out every day.

Again, we didn't hear from him until 08/05. During this week, our weather was ranging from 89 to 92 with major humidity. He called on 08/05 and said he would be at my house at 8 am. He didn't show up until 10:30 am with a "new A/C". He did not finish until 5 pm. I didn't feel any air blowing from certain vents that always were very active, even when it was warm air. The contractor told me, "Oh, it will take 4-5 hours before you will notice anything.” Anyway, the pipes were frozen. There was air escaping from all around the holes he made in my combo heater air conditioner. I called First Am. I told them I didn't want him back. They sent a new contractor, Comfort Express. They have been to my house for the last 4 days and cannot fix it either. So now, First Am said the original contractor must come back out. I am recovering from breast cancer. My blood pressure has been off the charts (said my doctor). My grandbaby has been staying with me. She has asthma. So, it has been 2 weeks and the humidity is above 100.

Every claim has taken weeks to get resolved and required multiple calls from me to prompt them to do the right thing. My current issue is the 2nd ceramic cook top they replaced doesn't work. My initial claim for service was submitted on May 17th. Three repairmen, six repair calls from three different appliance repair companies and the factory telling First American the stove is not repairable have resulted in nothing. Today is August 5th. I have been told multiple times, “purchasing is looking for a like replacement". Apparently First American doesn't have access to Google.

It's now Day 48 and counting with no stove and they are fine with that level of customer service. I saw a posting by another gentleman regarding his 6-week adventure and speaking with 27 different individuals at First American. I completely concur with what he said in his note. This has been our experience exactly. My advice is to pick another home warranty company. When our renewal is up, we will be moving on. The frustration, lack of professionalism and complete inability to grasp what customer service is, isn't worth the frustration to us any longer.

We discovered that the water was coming from our refrigerator. It was the ice in the freezer- running down and out of the freezer door. We opened the side by side doors to see the thermostat was through the roof and everything had thawed overnight. Everything in the fridge was warm. We ran to the phone and I scrambled to find a technician to come out asap. I took the day off.

The technician came out and diagnosed the problem. He said he'd order the parts and be back in a few days as this part is hard to come by and not stocked locally. I called my husband to let him know about the solution and he reminded me of our home warranty and he thought it should be covered. I did call and it was covered, however, they could not use that tech and it had to be with someone they contracted with.

So two days go by before Sears could get one of their techs out. When the guy came out, I told him all of the information I had learned from the initial tech (who I paid 80$ for his time). He said he would have to do his own diagnostics. He confirmed what the first guy told me. He said, he'll order a couple of parts because if it isn't one of 3 parts then it might be the other and he wanted all the parts there so he would be able to take care of it next appointment.

He said he'd also have to order the parts because they weren't local. He also learned the warranty company would only allow him to order so much based on a dollar amount. He couldn't get an override to place what he wanted to order. The next visit came. It was a different tech, and the part was wrong that the last tech decided to order. Which by the way was not the part the original guy wanted to order. This continues on and on and on to approximately a dozen visits during work days and weekends.

Both my husband and I took a few days off each for these appointments. Also, I had a friend come to my house on 2 separate days to accommodate the tech as we could not be home and another day when I took my work home with me. In the meantime I have made several calls to both Sears and to First American to attempt to get some relief as this went on for over two months! No offer to replace the cost of a couple hundred dollars of food, having to eat out more often and having to borrow my neighbor's mini refrigerator.

Finally, in mid May I had Audrey from First American offer to refund $75.00 to us if we wanted to go out and purchase our own mini. I explained to her that this mini is literally in the middle of my kitchen floor as my kitchen has no wall space and once they repair my "repairable" refrigerator I would not have use for it even if I wanted it.

Finally a tech decided that perhaps they needed to order a new part and not a refurbished part, per Sears policy! Once that part came in, on June 1st the tech put it in and it was working! Thank God! So in the meantime of over 2 months with no working refrigerator in Florida we(two working professionals with a child) intentionally allowed our warranty to expire with First American as we felt their service to us was pathetic. They never ensured timely service and they claimed it was Sears who did the scheduling so they pushed the buck there. Sears would claim they couldn't fix it because the warranty company restricted them!

So, here it is August 2nd, 2010, and last night my refrigerator is broke again. Currently the temp in my freezer is 12 degrees. Last night it was 28 before my husband and I pulled it out from the wall and took the back and front panel off. We unplugged it for 10 minutes to allow the compressor to cool and thought it may reset itself. It turned on, the compressor fan came on, we left it out and opened and placed a table fan behind it for extra cooling. However, the heating problem still exists. The front panel is so super hot like touching a pot jut coming off the stove.

I know hat everyone is thinking- "Unplug the damn thing!" I know! I know! I know, I don't want to lose all the groceries I just bought Sunday and I know I don't want to burden my friends and neighbor's again! I'm monitoring the situation. I did call Sears and told them the problem.

Obviously they don't feel it's a concern or they'd be out in less than a week- don't you think? I even told the girl that other similar units have caught on fire. I'm so worried that we will leave to go to work and our refrigerator will catch on fire, so will our house and our 2 dogs will be trapped inside. I did call Sears first thing this morning and they do warranty the part for 90 days so we are in that window.

And of course, they can't get out here till Aug 9th! I'm just so disappointed. The unit should had been replaced by the warranty company. I read so many reports on consumeraffairs.com of other people having extremely similar problems with their whirlpool refrigerators! This sounds like a very serious and dangerous issue. I'm surprised that Whirlpool hasn't recalled these units with heating/fire issues!

Why hasn't an attorney pushed this? I filed a complaint with Florida's division of consumers affairs today. I've been advised by some to report to the attorney general and to BBB. We'll see! Do not buy Whirlpool, Do not use Sears, Do not use First American Home Warranty based out of Arizona and California.

These things were probably done by All Season. So, the pool was operating again but the heater was still not working. It was the original problem. Try to turn it on. The heater was not working. I called First American (this is now July). Four months later, they sent out another company to service the jacuzzi. He deems fixed and disappears. The next day, the pool would not come on and then the jacuzzi is emptying of water again. It’s unbelievable. The story gets better because we also had an A/C problem on June 1, 2010.

They sent out a company who said the coil was bad. The owner of the A/C company told me there was a $300.00 permit fee. They said that the homeowners company will pay $50.00 and we would have to pay $250.00. I called city permit department. There is no fee for what they are doing. I called First American and told them that I don't feel warm and fuzzy about a dishonest person in my home. They insist on using him and sent him out with brand new coil. He is in my home for 6 hours. And then, the AC was still not working. Guess what? The coil model number of new coil doesn’t match. They did not install a new coil. Are you laughing yet? I am so disgusted beyond belief! I have become a full time employee of this circus! It is still not fixed or the problem.

It worked maybe 2 days and went back out. I called First American again to file another complaint, yet they sent the same company back out. Again, they said they fixed it, wrote up a work order and left. Two days later it went out again, this time I'm **. It's reading over 90 degrees in my house and someone has been out twice to fix it. So I called First American again, and asked for a new contractor. The new contractor came out, said he fixed it, wrote up a work order, and guess what? Two days later, it stopped working again!

This time I have a house full because it's the night before my graduation, and I have to come home to a 90-degree hot house. I called First American fort he 4th time! I spoke to Micheal who seemed to rush me off the phone to talk to someone in a different department, when he knew it was closed. This is 10pm EST. Why say you are going to transfer me somewhere when no one is there? I called back and argued with some dummy in the customer service department because she didn't feel like me, my two kids, ages 3 and 8, and other family members, sleeping in 90-degree hot house was an emergency.

What's the difference between that and a parent leaving his/her child in the car in that type of weather? It sounded like an emergency to me. To break it down, they are trying to keep from replacing my A/C unit. So they are trying to do everything in their power to keep fixing it and not replace it. If you are looking to sign up with this company, then look elsewhere. I'm sure there is another company that cares more about their customers! I did four calls to First American for the same issue that never got fixed! If it has to be replaced, forget about it if you're looking forward to First American doing it!

So I have called and started over with them trying to get an update on status. They do everything they can to get you to throw up your hands and say "** it, I'll just pay for it myself." They sent a second contractor for a second opinion, then decided to go with the first. I had no choice of contractor, even after complaining about the first one. I have been patient but I have had to personally advance the status at every turn. I can never reach the last person I spoke with at FAHW. They're always nice on the phone, then no follow up. I have left as many as four messages for some of them--no return calls. I am making a long story very short, but suffice it to say that it has been over a month and my air conditioner is still broken--this is the height of summer!

The first contractor refused to do the job unless they could charge me for services I didn't need and FAHW did nothing about it until I demanded they assign a new contractor. To get that far, I spent hours on the phone and went so far as to call the CEO's office--which did get me some response. That guy called very quickly, then said that he'd get back to me in an hour.

Four messages and two days later, I finally heard from him again. So much time on hold, and getting transferred through voice mail, hell, you begin to laugh when you hear the messages while you're on hold: "We are about service, value and integrity." "You pay only a service charge." So the contractor three comes tomorrow. I have spoken with over eight different people at FAHW--and with one exception, I haven't ever been able to reach them again. I lost hours upon hours of my time. I also suffered through a 100-degree heat waves, and it is still unresolved.

Then First American sent out an electrician. He repaired the problem. The A/C technician told me to go ahead and run the system. It still did not work. I contacted First American again. This time they sent out a new company. The new technician evacuated the system and recharged freon. He claimed it should work right this time.

The A/C is still broken. I contacted the warranty co. again. I spoke with a manager which gave me the same song and dance that has gone through the last two months. I was assigned a representative for my case after 2 months. I have left several messages with him and the supervisor I spoke with previously. I spoke to the A/C technician. Now he claims I need a TXV valve for the inside system. Apparently, they have no idea what is wrong with my system. It could be weeks for them to locate the part seeing that my unit is very old. What am I supposed to do in the meantime in 90-98 degree weather?

My children aged 4-12 have asthma. They have sitting in a house with no A/C in the last 2 months. It is 90 degrees in my house. I cannot cook because of the heat. We had to purchase two window units. I have wasted five days waiting around for service technicians to fix my unit. All I hear from First American is that we will send someone out to fix the problem. Apparently, they have no idea what the problem is or it would have been fixed before now. It is already half way through the summer. My family cannot live comfortably in a 90 degree house.

First American would buy the compressor and they would call the contractor to pick the compressor up and they would contact me to install the compressor. I heard nothing for several days, so I called First American on 6/9, 7 days after the technician had been to the house, only to be told that the contractor never submitted the claim form. I called on Thursday 6/10 and Friday 6/11 and told the exact same thing. The contractor had not submitted the claim.

On Friday 6/11 since it was the contractors "third strike", First American did assign another contractor for an "emergency" call. I was suppose to hear from the contractor in 3 hours and they were suppose to come out in 8 hours. That never happened either. This company is a huge scam. I have since contacted my own contractor to have the A/C unit fixed and I plan on filing a claim in small claims court to recover my costs and report them to the PA Department of Insurance fraud.

If you think for a moment that I was able to speak to someone who gave a **, think twice. They gave me the royal runaround. You want to respect the individuals answering the phones, but you know they are not in a position to make decisions. Yet, First American hides behind such tactics. When I stated that I wanted to cancel my warranty, the second layer of ** occurred. I was told I needed to file and go online to cancel my warranty and the company would review my request and get back to me. I was told this was the fastest way.

I read all the negative reviews and still signed up. To those who read my review and complaint, trust me, they are listed in the top three in home warranties; and that does not give us much to look forward to.

I remained on hold for some time while it was "researched". She came back on the line and again, remained unsure if what I described was covered or not. The second plumber came out, he claimed it was not covered because even though the pipe was in the basement, a portion was buried and it is not covered. He had claimed he has seen this several times, now Home Buyers has sent me to collection for a fee that should never have been charged.

Their customer service rep did not properly qualify my call, she should have known, based on what I described, it was not covered. Now, they expect me to pay for a service not rendered. I made it crystal clear on the recorded call, I would not pay on a denied claim. They have sent me to "collect" for an issue they created. I asked for their manager to contact me to resolve the issue and they failed to do so. Now they are trying to ruin my credit.

No one with FAHW could do anything but tell me I had to wait for the tech. to call. They offered no attempt to satisfy their customer (they already had my money, right? ), and showed no concern for the way they did business. The contract does state that the tech. has 48 hours to schedule service, but I seem to be the only one who feels this protocol was preempted by what I was told by their employee in customer service. I am severely dissatisfied with this company and would not recommend anyone doing business with them.

The contractor took literally 15 minutes, pulled out the part and the part that needed to be replaced was a pump and not a jet. The company said they were going to speak to my contractor. After not hearing from them, I went ahead and paid out of pocket about $500 to have the pump replaced. I was also informed by my contractor that my home warranty company did not call him and did not speak to him.

This is a rip off and I do plan on taking this to litigation, I am also going to contact the State Insurance Department as well as the local Consumer Fraud Bureau and I advise anyone who experienced similar problems do the same. My contract states in black and white that it would cover the pump. This is a pump. I have the old one sitting in my back yard and am more than happy to take that and my contractor with me to court to prove that they are perpetuating fraud.

I called First American while the plumbing company was on site and as I was dialing, the contractor said something along the lines of "Oh, I was referring to if you'd like me to do it for you on the side". Clearly, this was a crooked vendor that First American uses. That problem was fixed but there is still a hole in my wall, 2.5 years later, because I've repeatedly attempted to get First American to send a vendor to repair it, which was promised to me before the hole was cut. The second claim I made with First American was for the same problem and a different plumbing company was sent to my house to fix the problem, again. This last time I called First American was on 12/04/09 for inoperable heat. I was expecting a technician on site as soon as possible since it's December and unseasonably cold. This didn't happen.

It took a week for a heating technician to arrive, 9 hours late, and they stayed for 45 seconds. The issue is that they can't work on the type of heating system I have in my home, boiler with radiator heat. The vendor, Air Go, indicated they would call First American Home Buyers themselves to file a continuation on my claim so that FAHBPC could dispatch a different vendor to my home. That was a month ago. Upon receiving a bill from FAHBPC for Air Go coming to my home, I became extremely frustrated and called to demand an explanation for the bill and why no one has fixed my heat. The person to whom I spoke on January 2, 2010 in the afternoon was Bethany, indicated she could see the continuation note on my file and that she was confused as to why First American hadn't contacted me a month ago to resolve the issue. She then told me she would have someone call me to set up an appointment to have this fixed.

After not hearing from FAHBPC in 36 hours, I called back only to be told there's no continuation on my file that any of the phone personnel could see. I first spoke with someone named Juan, whose ID number I didn't request, and then with Bernard, whose ID #**. This is an extremely frustrating situation being without heat in 20 degrees temperature is unacceptable. Unfortunately, this complaint is being made out of anger and not out of any expectation that this complaint will be addressed, let alone read. Thanks for your time.

This is my second time dealing with First American and they tried this before. Last time I was assisted by Chris ** from First American who was able to reimburse me for hiring an outside contractor to fix the problem.

We then called Sears and First American to do their job of arranging the pickup of the incorrectly ordered unit. A week later, Sears called us, inquiring what we wanted to do with our return? I should have returned it and ran with the money, but instead I had to do First American’s job and coordinate between the two companies. First American then sent a different Appliance Repair (not an installer), which means that I have now arranged to have my tenant arrange her schedule a third time to let someone in between 8-5? Who has all day to wait for repair? a third time?

Bruce’s Appliance Repair came out and determined we needed to order a new range - I already knew that. But now it needed to be reordered, and Bruce doesn't do installation!? Week goes by, multiple phone calls on my behalf, and First American informs me that Sears will be sending a second tech to determine the measurement not handled correctly the first time. Unit is measured and then reordered for a 2nd-3rd time depending on whom you talk to at First American. I have now been waiting two more weeks to have this unit installed. This whole time I have been paying First American for this service?

I have also had to deduct $50 per week to my tenant as she had nothing to cook with! I am now currently on hold as I was told 3 days ago by Sears that the unit would be installed in the next 2 days, that I would be contacted to make the arrangements - does anyone see a problem with the math in that sentence? I now sit here on hold with both Sears and First American on the phone to find out that a tech will now be scheduled again within the next couple of days. First American offered to settle for $250 after 4 weeks of this fiasco - no way. They need to order and replace. Here again, I have paid them $100 per month for 8 years now - paid $300 (6 weeks x $50 per week for inconvenience) to my tenant - and still have no resolution after speaking to 27 different representatives. Preposterous!

Then next day, I called the First American Home Warranty and enquired about it. The customer rep told me that she would get back to me in 2 days (again!) with more information. When I did not receive the call back (again!) after another two days, I called back the warranty company on what is going on. I was told that claim has been denied because the company won't cover the repair. I told the customer rep the whole story but she was adamant that claim has been denied. She then put me on to her supervisor (Chad). He told me the same thing.

When I told him that initially when I filed the claim I was told that this work will be covered, he said there is no note for that. And Chad told me that claim was that heating is not working, which I had never said because heating is working. I asked for money back ($60) and I was bluntly refused. I believe that this company is running a scam of getting money from customers by visiting them and then saying that this work is not covered. I need help to get my money back and then I would shift to other warranty company.

I sent them the report that the Dunn-Rite tech gave me, so they again decided to have a fourth tech look into it. The fourth tech was a new person from Solaris and he came in after summer is over. It’s not hot anymore and the problem does not show up on a cool day since the unit is not working as hard compared to a hot day. He knew about this problem, but he needed to report what happened on that day. He recommended that I call First Am again to reschedule.

By this time, First Am said that they will not send any more techs since 3 techs already said it was normal when in fact 2 techs (Solaris and Dunn Rite) said it needed replacement. And the guy from A&P said that it will not cool down below 80 degree if it’s 95 outside. First American just doesn’t want to change the unit. When shopping for a home warranty, look somewhere else. First Am is not worth the troubles.

Following the delivery of the appliance to our house, the contractor arrived to install it. However, he called and notified First American that he gave them the wrong specification and that the hood is actually a ductless hood and hence, this is a model he cannot install and he left the house. I followed by immediately contacting customer service who mentioned that according to Jenn-Air, this particular model can be converted to a recirculation model and hence, you need to make sure the company has a conversion kit before they send another contractor to my house. I was reassured that the conversion kit was ordered!

First American sent contractor number two to find out that they have not ordered a recirculation kit. Moreover, the new duct is wider than the older one, which will require adjustments to the crown molding, which he does not do and according to the company’s customer service, they will not pay for. I was never informed about that. The part arrived over the weekend and I contacted the contractor to install it. I explained that we are stressed in time since we will be leaving for a month. He said he will not be able to arrive on Monday but will be there on Tuesday. Of course, on Tuesday half an hour before he arrived, he notified me that he is late.

Needless to say, that in the end, he never called and did not show-up. It has been more than two months and I still don’t have a working range hood but sticking electric wires in my kitchen. I had multiple contractors sent by First American, for who I waited for hours and wasted work time. We have now notified the company that we will not be using their services anymore and will be installing the appliance by ourselves.

We even put in the request that I suspected the light fixture may not be getting proper voltage based on my limited knowledge of electricity. The electrician came to my house and took my trade-fee, then put a meter on the circuit and told me that I am getting improper voltage on the circuit, which is not covered by the warranty. My question was why they even came out if the very words I used in placing the request were enough to know it wasn't covered.

On May 3, I placed a service call about a clogged condenser drain line on my A/C, and described in detail what the problem was. A service technician was dispatched and showed up to my property. I was out of town and my wife met him. She said he was very nice, but that he told her clogged condenser drains are not covered by the warranty. Again, they knew everything they needed to know in order to determine it was not going to be covered before they came to the house. If the service tech had called in advance and told me that this was not covered, I would have cancelled the request and been happy with First American for finding a technician who was honest. I may have even paid this contractor to come out anyhow and fix the problem outside of the warranty.

My recommendation is for everyone who has a warranty to create a contract that you require the contractor to sign before they step into your house and before you pay them the trade fee that states that based upon the description in the request, the repair appears to be able to be covered by the warranty. I'd love for some ambitious attorney to draft such a document for me. I am always going to ask the contractor when they call to schedule the appointment if it is a covered warranty repair, and what might disqualify it once they get here.

I was informed that the item was on back order and manager would call. I contacted them another week later to check status and was given the same information. I called one more time and again was told I was going to get a return call from the manager. No one from White and Son has ever tried to call. In June I contacted First American to see if they could assist in moving this forward when I was told that the part was not covered under the warranty. I then spoke to the supervisor,Noel x3560 who advised that the first report was never sent to First American to notify White and Son that it would not be covered. He advised that he would take care of the claim for the washing machine sinse no one ever notified me that it would not be covered and the tech co assigned acted as if they were going to cover it.

They have proof of this b/c White and Son called in asking First American if they could assist in getting the part. They contacted White and Son who advise they would then order the part. This statement to me seems that White and Son was just leading me on b.c they never ordered the part in the first place. After 3 attempts to contact White and Son so that they could check a status after it was approved with no response the claim was transferred to C&H Appliance. I was contacted the next day after assiged and the tech came out to look at the machine.

The tech then called me the next day to tell me the part was not covered and that is when I informed him of the sup who approved this claim b/c of the length of time that had elapsed. After 3 days of making calls back and forth to the warrenty co the tech was made aware that the claim was going to be covered. I then found out that there was an additional part that was needed that was not covered.

I then spoke to Noel and he approved both parts. It has been three weeks since the inspection and the tech has now been to my house three times and has been sent the wrong part. The tech was at my house this weekend and told me that I could use the machine. He blocked off the section to the container. After trying to use the machine water was not coming through. Another tech came by the next morning and found out that it was the breaker that the other tech came in contact. While operating the machine two hoses blew and damaged some clothing and bedding. I was told that all the parts were ordered to repair the machine.

The following day, I did not feel right about paying someone to come and tell me sorry I can't do anything for you, you'll have to call the people that originally put the unit in. They should have told me that over the phone, especially if the home warranty was not going to cover it. Both of them should have told me that. I stopped payment on the check and phoned First American.

First American told me I would still be responsible for the 75.00 service fee. This is a rip off as they should have just told me on the phone they would not cover the unit. I believe this is just their way of getting money out of people. It did cost me 24.00 to stop payment on the check, but at least I got 51.00 back. The orinigal company came out and fixed the problem.

I am out the 24.00 to stop payment on the check, it is just the principal of the situation. First American and Superior knew the AC was less than a year old and new they were not going to cover anything, but still sent someone out to make money and tell me to call the original company that put it in. I was under the assumption as stated in my home warranty that I was to phone them as this was a covered service.

I requested email breakdown which was sent 3/7. On 3/10 orally told Justice no, then received 3/13 letter: ..need an additional 30 days...and then maybe more time.. The $1,100 was to cover vent modif, sheet metal, gas line, electrical, PVC piping, disposal. Sent them email, telephoned but except for 3/10 email from Ms. Justice have never been able to communicate with her since; never returns my calls, operators have even said that she is not in directory, etc. Rep said, just waiting for you to accept cash out. They just sent check, I complained..in frustration finally said that would accept A&M repairing, but FAHB said that they would have to send A&M back out because it had been so long...the codes may have changed!

In the mean time, second unsettled claim. Electrical connection where we have computer plugged in stopped working. FAHB sent out Southern California Electrical, Inc., who reported hot Grd reversed (metal J/box). FAHB said not covered because pre-existing condition, but would try to negotiate SCE to fix for $300. Worse than before, they have failed to response to anything. However, even I know that a loose wire making improper contact can cause a hot-ground to reverse itself. Based on their pre-existing condition defense, FAHB would not have to pay for anything in a home because normally the first year or two is the contractors and/or home warrantee guarantee responsibility. Any time after that would be pre-existing.

Heater/AC: My wife, daughter and I have had to endure both cold and hot spells since we have central air/heat which was disconnected by A & M Heating, Air Cond, when they came to inspect. FAHB has continuously refused to negotiate in good faith and keep stone walling. Electrical problem: We have to run an extension from the opposite wall to use the computer, printer, et al. Originally there was one plug out, but now there are several.

Forcing the issue from hourly to per job is not honoring the original contract and ought to be illegal in any business. After the contractor has payed for and listed First American as additional insured on his General liability policy for that year, if the service calls stop because the contractor wont agree to flat rate pricing, the contractor will eat however much money he payed for for the remainder of the policy. First American and American Home Sheild both use this approach, lets stick it to the contractor.

When the warranty companies play these Flat Rate game; they disrupt the planning that a contractor has to do in order to keep a steady work volume coming in to be availible for people in need of the services and to keep the open for business, sign in the window. They wont even return your phone calls to explain how they arrived at the rates that would have contractor's eating at the soup line if they agreed to the Flat Rate Pricing.

However after calling back First American on December 20, 22, and 24th, I learned Feders did work on our unit and said they came out for an appointment on December 21st that they never made with us. Finally we set up an appointment with Feders through your group supervisor, Oscar (who's in Texas) to come out January 3, 2008. I let Oscar know I was unhappy about the delay and not happy with Feders but was willing to let them come out if we could get another company to follow-up after them. He said this would be fine. Feders came out January 3rd and said our Pilot Generator Cartridge was improperly installed which contradicted what the gas company told us. They said that First American wouldn't cover the repair but they could fix everything for $500. I immediately realized it was a scam and called Oscar back. On January 8th, Oscar finally called me back and said they wouldn't fix it and gave me the fax number above to ask for a refund of the policy. I have read our policy many times and it does not give any indication that these claims would not be covered. As I mentioned, we got this policy to cover unexpected problems and have tried not to call unless something major happens. When we finally do, we are immediately turned down. Therefore, I'd like a full refund on our policy since First American seemed to never have intended to fulfill their contract with us.

$300 for policy plus $200 for repairs to heating.

My current situation is my furnace: it has cracks that constitute a safety issue because of possible carbon monoxide leaks. This was verified by their technician two weeks ago and by San Diego Gas & Electric, but my family and I are still without heat. The temperatures at night have been 35-37 degrees. I have contacted First American by email messages 4 times on their web-site, pleading with them and telling them how cold it is. I have also called and spoken to a customer service rep who told me it needed to be assigned to a claims specialist. After almost two weeks, I have not been contacted. I discovered a web-site with more than 100 complaints about this company with almost the identical experiences as mine.

This is the second experience I have had with First American in the last 3 months. I tried to cancel my policy when I was 4 months into the contract because of another nightmare repair episode. I asked for a pro-rated refund (the policy cost $430 a year). They refused and said the policy remains in effect until the expiration date of April 2008. When my furnace went out, I thought now they have to fix my furnace, but it doesn't appear that that is going to happen either.

I have filed a complaint today with the California Department of Insurance, but after reading the experiences of the other First American policy holders on the rip off report I would love to see some consumer attorney take them on. Their biggest customers are real estate agents who sell these policies to homebuyers, giving the homebuyer a false sense of security. I know from first hand experience the real estate agents receive compensation in one form or another from the sales people at First American--just like the title insurance thing.

My five year old grandaughter and my daughter live with me. My daugher has fibromyalgia and the cold exacerbates the pain. We have tried space heaters, but the circuit breakers trip if we are running any other appliance in the house--like the washing machine or dishwasher. It is 9 days until Christmas and First American has turned our holiday into the nightmare before Christmas. I have contacted a local heating company and they can replace the furnace in one day, but it will cost me $2500--an amount I don't have.