Tony M. - May 5, 2017 @ 14:47
Submitting a claim with First American has usually been easy. They’re on top of it and are efficient. The technician who came out to my home was respectful and he explained everything thoroughly. However, we were expecting First American to pay the whole bill, but they only paid half. Also, the last time we used them, they only paid $1000, but the bill was $4000, so I had to take out a loan.
myra ward - April 16, 2017 @ 03:41
I am a real estate agent and have had my home warranty service with First American Home Warranty for several years and referred them to many of my real estate clients before I had to actually use them for service and did not know they do not carry out their promises. I have now cancelled their service. I was very lucky that I did not have to call on them for service for a long time but when I did I had nothing but a terrible time getting service on a timely bases. Many times they would tell me they did not have a plummer and or an electrical vendor in our area but that if I could find one (myself) that would work with First American that that would be an option. I told them once, that I was on vacation and that was not my job to find the vendor. That was the whole purpose of having the security of a home warranty and not my burden to find the vendor for them. No matter what 9 months later I had a electrical problem and again was told they did not have a vendor in my area to service me for the electrical problem. So glad I am NO LONGER WITH First American Home Warranty. So sad what they put these hard working honest people through yet many of us pay them on a monthly bases.
I have made every effort to let all other real estate agents know what I and others have gone through with this company so hopefully they will not have to deal with such an awful company. April 15, 2017.
Bill Reid - January 8, 2017 @ 03:05
Very bad contact service. They will not return calls. Different excuses for poor response from each contact. IN GENERAL? This is a lousy company.
Tim K. - December 13, 2016 @ 19:09
Great price for excellent protection on multiple systems/appliances – and well/fairly administered. I have had it for 9 years now.
brandy h. - December 13, 2016 @ 19:08
I have to say that first American has always came through and every situation that I’ve needed them.They haven’t always referred me to the best companies when something needed repaired, however, if I wasn’t happy I would just have them find somebody else. Their prices are fair and the overall are very fair company. I am very big on reviews so I had to let others know that this company it’s pretty faithful
Jessica E. - December 13, 2016 @ 19:07
Horrible experience! After selling a property and transferring the warranty into the new owners name they continued to charge my card. I called multiple times to inquire about my refund. One time i was told they are sending me a check, next i was told it would be credited to my account after its approved and then it would be another 7-10 days. I asked them if they would be refunding me for the interest charges as well since they are taking so long. of course they are not. I asked to be transferred to a manager, 20 minutes on hold and no manager. Horrible customer service, no one knows what is going on, its a different story every time you talk to someone new. Don’t use this company.
Susan P. - December 13, 2016 @ 19:06
This has been the worst experience ever! My mom the sweetest and most patient lady ever has been waiting nearly 2 months for a washer, dryer and microwave repair.
How dare them take advantage of her. This company has rescheduled her 3 time already after making her wait all day just to get a phone call that the last job went long again.
Leaving her to travel to do laundry how inconvenient for a senior. Of course I’d love to do her laundry however she wont allow that and goes out without me knowing.
Tomas - August 30, 2016 @ 18:20
I tend to be conservative and I’m interested in fixing my out-of-pocket expenses so I looked into acquiring an extended home warranty. I haven’t been all that happy with the contractor in my most recent experience. They seemed to be a little difficult to deal with but I did get somebody at First American involved and now it’s back on track. The contractors knew that they were coming out to fix a built-in microwave and they only sent one person. I helped him because it seemed like the right thing to do but now, I regret it because it’s very heavy. I’m 75 years old with slight back issues and I really shouldn’t be doing stuff like that.
So then I called and talked to the dispatcher and she said they were only authorized to send one person. I said, “Well, that’s just not acceptable. It’s not fair to count on me to do what really amounts to the heavy lifting. I’m gonna call First American because it just doesn’t seem right to me.” I first tried to call the person who had sent me an email saying she was my contact person, but she didn’t get back to me within a day so I just called in and had somebody that could help me and she was quite good. She got on the phone with the contractor while I was on hold and told him that two people would be authorized for the job. And so now, the problem is it’s taking a while to get the parts which are supposedly due on the 17th of August. In the age of Amazon Prime, nobody waits two weeks for anything. But I was told that they’re on back order.
Ruth - August 30, 2016 @ 18:19
I got First American from the previous owner of our house, and they seem to be okay. I submitted a claim over the phone and they did what they were supposed to do. No issues and no problem.
Nina Mai - August 30, 2016 @ 18:19
The Customer Service is very bad. They make it hard to talk and explain the situation. Does not provide adequate response, even when warranted. I requested a recall and reevaluation of an issue related to plumbing and nothing happened. I tried calling many time, and each time we were put on waiting for more than 30 mins, and then got disconnected. On couple of occasions, I was able to talk to Customer Representative and explained why the diagnosis was wrong. I had to call outside party to fix the issue, which was suppose to be covered under the warranty. The company, citing an incorrect diagnosis, ruled that the claim is declined. Even after I posted the correct issue and also how I hired 3rd party to fix the issue, the company still maintained that the original diagnosis done by their contractors is correct, and they declined the claim.
Cynthia Adams - August 30, 2016 @ 18:18
We learned about First American from the realtor when we bought the house. It’s easy to file a claim over the phone but, it’s difficult to get ahold of someone and usually, there’s a long wait time. But still, they’ve been fine, although the contractor they once sent wasn’t. He was really unprofessional, talking on the phone with someone else that was cussing up a storm. He took our pipes off in the kitchen and let the water spill and flood our kitchen twice, and then used our towels to clean up the mess. Then he tried saying that they had to go in and do this service that wasn’t covered by our warranty. So we got a second opinion and hired our own person and they fixed the problem.
Bob Tipitt - August 30, 2016 @ 18:17
On August 4, I reported the second issue with my air conditioning. On August 9, a very nice contractor serviced the unit. He explained to me that he had to follow FAHW’s procedures and the first step was adding refrigerant which he did. My house was cool that evening. The next day the AC stopped working again. I submitted a recall through FAHW’s online system on August 10. On August 12 the tech came back out and tried very hard to get the AC working again but was unable to do so. He told me that he would immediately file a report with FAHW since they would have to order a compressor.
On August 16, I called the contractor to ask if they had received the compressor from FAHW and was told they had not. I then submitted a message online on August 16 to FAHW asking when the part would be delivered to the contractor. On August 17 I sent a follow-up message since I had no response from the first one. I did receive an email message delivery confirmation for both the August 16 and August 17 messages.
Today, August 18, I spoke to Pedro (ID # **) with FAHW. He told me that no report had been received from the contractor and that no messages had been received from me. I spoke with the contractor and they stated that they had submitted the report online on August 12 just as they were supposed to do. I have now been 2 weeks without air conditioning in 90 degree weather and have another week to go since FAHW did not send the report to Purchasing until today.
I’m not sure whether FAHW has serious issues with the online system that need to be addressed immediately or whether that just makes a convenient excuse for their failure to respond to HVAC company reports and customer messages. Pedro told me that he thought maybe the servers had gone down. I find it very suspicious that neither the contractor’s report nor my messages got through but the delivery confirmations did. When I call FAHW I am subjected to a recorded message telling me that my claims can be handled faster by submitting information online. What a crock! I don’t expect FAHW to provide me with a new AC unit. I simply expect them to handle the claims in a timely manner and that isn’t happening. I am hot and I am tired of getting the runaround.
Veronica Ellis - August 30, 2016 @ 18:17
First American was recommended by my realtor. When I submitted a claim for my AC unit, the process went smoothly. Everybody was real cooperative. I just called it in and they sent out a team of technicians who were knowledgeable and friendly. They gassed it, got it going again, and told me if I had any more problems with it, I’d call them back and they’d take care of it. So far I feel good about it. If the fix didn’t take care of the issue, they will get them back out and get it taken care of.
Sujuan Ba - August 30, 2016 @ 18:16
I have 3 home contracts with this company. It takes 30-40 minutes to get to a live person, complaints of poor service have not been acted on and when I have asked for a supervisor or a call back with information on a complaint. I have yet to get a call. This insurance is less expensive than others but you get what you pay for and I plan to replace this company at the end of my contracts.
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