First American Home Warranty
Customer Reviews ( on a scale of 5 )
Service Plan
Notes and Disclaimers
- In the earlier days, we collected ratings, but did not collect the review comments from users. So the total # of user ratings may not match with the total # of comments in some cases.
- Premium and deductible pricing info was taken from internet resources and may have changed recently. Please call insurance provides for latest pricing info
Complete review not available. Ratings are copied from the old rating system
Complete review is not available. Ratings are copied from the old rating system
Complete review not available. Ratings are copied from an old rating system
Complete review is not available. Ratings are copied from old rating system
Complete review not available. Ratings are copied from the old rating system.
terrible customer service. they claim all repairs are due to “improper installation”. Were they there when the home was built?
never do business with them.
i got this warranty for a condo built in the 80’s. Called the hotline and got a contractor to come in. i never got a call from the contractor or first american. they denied the claim and it took over 2 months to get them to pay for a replacement item.
They have limited areas of service.
The worse company that i had to ever deal with. The claim was open for more than 3 weeks and no one came for repair. When the person showed up he brought the worng part. Will never do business with them again.
the main problem with this company is the contractors they send out. they claim they are licensed etc. but i go to find out they are not. one guy they sent out worked on the A/C 4 times, threw away a part for it, almost burned my house down, and destroyed my carpet.. oh and left me a huge bill to boot that the warranty company wouldn’t cover. then they tell me they wont send me another guy unless i pay for an A/C guy to go out and find a different problem and they would refund me for that. finally after much hassle they agree to send out another guy who fixed the problem and i gotta pay more money out of my pocket cause they wouldn’t cover the problem cause of a missing part, even though the first guy threw away the part! to make matters even worse after much leaving messages and calling about 15 times now they say they wont even refund me for sending out the contractor!!!
i’ve had good experiences with them, but this was a 3 month ordeal which has angered me so badly that it caused me to cancel my contract with them. the whole reason i got them was for A/C’s and it took them more than a month, 7 contractor visits, $1000 of my own money, destroyed carpet, and missed work to finally get the problem fixed. UNACCEPTABLE!! it should of been fixed in 3 days.
We bought a home that had coverage from the First American Home Warranty. We used them for a heater repair (one time replaced a transformer, and one time did nothing since the warranty wouldn’t cover the zone control board); and for toilet repairs (two visits from the same plumber didn’t fix the problem) and for a clogged pipe (plumber (from above) broke the pipe and flooded our downstairs). First American was totally unhelpful when we had the pipe broken and told us to deal with the plumber.
I can’t even begin to describe the troubles i’ve had with this company in only a year. i’m following up on a lawsuit as i type. service was rediculous and they attempted to make fraudulant claims against me which were founded untrue. please reconsider this company.
How bad this company is? I am a realtor and most of my clients bought their service at the cost of $355/per year. They are about 20 of them just in last year. We didn’t have anything fixed by this company so far. One house needs a switch on the oven and it’s still nothing happen to that oven and it’s been almost 3 months and I had to call contractor every day. One client cancelled the contract after they denied all the repairs, the refund check is less than the half the cost after only one month on the program. I will tell all my clients and all my realtor friends stay away from this company.
They convinced me to renew with them despite poor service and unskilled contractors. I did and my first claim( a clogged kitchen drain) the contracter did not call for five days. When I called to complain they promised to reassign and never called back. When I called the next day to speak with a supervisor, they put me on hold for 15 minutes. I called back and cancelled my claim.
I purchased a condo and this was the policy the seller picked. I had a clogged dishwasher drain that was fixed with no problem. During a heat wave, my A/C broke down and it took a week to schedule an appointment. Turned out a fuse was blown and it was fixed with no problem, except for the delay which they stated was due to the high volume of calls. That may have been true, because other contractors I called also had several day wait lists. But, my last repair was the cold water faucet in the bathroom that cracked and broke. The hot water worked fine. The contractor said I had tampered with the faucet! Can you believe that!! It turns out the fixtures aren’t covered, but I was angry at the implication I had caused it to break! The thing just broke one day when I tried to turn it on. The contract is up for renewal and I am not going to renew with them. I may switch to a different company or may choose to go on my own.
First time filing a claim, the CSR i spoke with appeared helpful and concerned for me. (June, 7 months pregnant, and my air was out.) The next day when i had to call back to find out what was going on, no one knew, and told me if i didn’t hear from someone in a few hours to call back. The emergency 24/7 repair people must’ve been off, cuz it took 2 days and about 14 phone calls from me for someone to come look at my AC. When they got there, said they couldn’t find what was wrong. (I had left it off so long, when i turned it on, it started working again–for a few days) Ended up having to call like 4 times in June. Replaced the thermostat, and told me the vent thing was dirty. In August, about a week before i was due, it broke again. Alabama in August. Again, if i didn’t have the service peoples number direct, and wasn’t dealing with a lady @ their business, i don’t think i’d have ever gotten anywhere. i need to have the warranty, but i won’t use them again. i believe if it needs to be replaced, you have to pay and they reimburse you.
I had First American as my warranty when I purchased my house. When we had a roof leak in the dining area we called for repair, the water was running down along the window. Two contractors called and came to inspect. They came back a few days later and had the problem repaired, or at least repaired it to the point I don’t see water coming down along the window (it could still drip a little inside the attic I suppose). We only paid the copay and I don’t know what was the total bill. I guess we were lucky that we got good contractors and they didn’t have problem getting paid by First American.
Horrible service! Completly useless.
First American has not fixed my dishwasher for over 8months. Since i can’t change insurance if something is broken, i had to renew with them. They promised to take care of it right away, and they haven’t. The technician said it’s fixed, but it wasn’t and leaked all over my pergo floors. I had to pay $10,000 in changing the pergo for kitchen and living room. Of course, this is secondary damage and not covered - says First AMerican. And still, they haven’t fixed my dishwasher.
I had electric leakage in the house and no power in the house. We were getting electrocuted if we touched anything. First American did not send a technician for 5 days. Imagine living 5 days with no power and getting shocks if you touch anything!
Another time, i had electric problem and the technician did not know how to fix it. I had to call professional electrician on my own to get it fixed.
Once i had a problem with the kitchen refraigrator. When the technician came in, he saw that there were two refrigrators in the house - a spare one in living room. So he said, the kitchen refraigrator is not covered. How convinent to pick the spare working refraigrator as the covered one!
The technicains are usually very incompetent. They will come up with some excuse like ‘They are afraid to damage the property to get access for the repairwork’ or ‘the house was not built correctly’. and br prepared for long waits and no shows.
Poor customer service. Had to run around for months trying to get a a/c claim reimbursed.
my family spent a whole summer with a busted air pump while our lawyer was fighting with the company to get them to service our contract properly. by the time we got our repairs, there was only about one week left during which we needed to use the pump.
This company came recommended from a friend in the business and is affordable. However, their customer service and communication with each other, particularly in resolving issues with payments, needs considerable improvement.
When I had a leak from the upstairs bathroom, they sent a plummer right over to fix the leak, which was timely and done well. But they never sent someone to fix the hole made in the ceiling. After waiting over a month, I called them and asked what was taking so long. They said they couldn’t find a contractor yet. I told them I found plenty, but the lowest was $150.. the buyout was only $75! What a joke… I don’t care if they don’t get their preferred rate.. I shouldn’t have to wait over a month to get something fixed. I’m not renewing.
We’ve been waiting for almost a month to get our A/C repaired by First American but just keep getting excuses and lies about how each rep we speak to is going to handle the issue. If they tell you it’s taken care of don’t believe them. I’ve personally spent over 15 hours on the phone with them regarding our problem and my wife is apporching 8 hours.
Next step is contacting all the Officers and Senior Management plus as many local real estate agents as I can and letting them know about the company.
Always, always an excuse that this or that is not covered. Recently called in repair for the Freezer outage on a SubZero unit only to have the contractor state that the Freezer is not covered. Just another major disappointment when requesting work for repairs. This is the straw that broke the camels back, continued coverage only due to the fact that I thought they might be equitable, however that has proven not to be the case. I will never refer or use this company in the future.
We have had 2 experiences with this company. First, a leak from our whirlpool bathtub. It took weeks to finally get a repairman. The best excuse was they couldn’t come because it had been raining; I had to explain once again that it was a bathtub, not an outdoor spa.We were approved to get our own repairman after waiting several weeks for the warranty company to try to find someone. When the repairman finally did come, our unit was so old he had to replace the leaking part and the whole pump, which would have cost hundreds if we had had to pay it. Good thing I don’t take a lot of baths!
The second experience was with the air conditioning. The guy showed up a day earlier than they thought he could, he came back the next day with the part and had it fixed in 10 minutes. The people on the phone always were pleasant and seemed interested in getting the problems resolved, the problem seemed to be in getting the contractors to come out.
We have had service with this company for 4 years now and for the most part they have done a good job. While some of the service people were a bit questionable, in the end we have been able to get our oven, garbage disposal, pool pump motor, and bath fixture replaced through them. The jobs that were not done through their contractors we cashed out and had replaced on our own. Having what they call the “First class upgrade” has helped us many times as it covers fixtures and other nitty gritty details that would otherwise have made our claims denied. All in all we keep renewing out of fear our 40 year old home will lose a major system and incur great expense.
they are great
We had a clogged sewer problem and First American sent one of their plumber on their list. When the technician was taking his equipment out of his van, he noticed that his motored-equipment was broken. So instead he only used a regular snake to go through the sewer and told us he’ll be back with a working euipment. After 4 days of no call from the technician and First American, we called their customer service and asked. The customer service told us that the technician found some unnatural wear and tear of the sewage such as Toys and Papertowels. One, we don’t have kids, two, who’s the idiot that would put a papertowel in the toilet? I explained them that the technician had a broken equipment and how would he know then before he used a $99 snake? Customer service told me to get a second opinion and fax the receipt to their office. I called Roto-Rooter and paid $178. The Roto-Rooter man found no cause or unnatural wear and tear in the sewage. He said that due to an old plumming system, probably time to upgrade soon. I faxed the receipt to First American TWICE and no call back from them. When we called, they said they are not refunding us back due to they believe it’s unnatural wear and tear. Guess, what? One of their sales people called us twice this week and wants our business. I said the same thing, if you refund us the money we lost, we probably consider but we don’t want to go through another crap like that. They didn’t want to refund and keep saying they are number one…………REALLY? You guys be the judge.
I was evaluating home warranties. We got one from AHS when the home was purchased, but being a fair handyman and the home was only 10 yr old, we never used it. I priced them, researched them and finally contacted a couple.
First American called me, and the lady was nice. Loud, but nice. She talked through my questions and described what was covered (and where AHS was deficient). She told me about the internet special and money back guarantee. I asked for her number to call her back, assuming they work on commission. She immediately went to the hard sell.
I told her that I am still evaluating and wanted to discuss it and other options with my wife. She asked me if I ask my wife’s permission everytime I fill up my car with gas.
WHAT?!
Customer service? I’ll be contacting the corporate office on that one.
I have had First American for 2 years and have had two claims. Both experiences were bad. The coil went out on our Air conditioner in 2007. The part was not made any more and the tech recomended replacing this 22 yr old unit. First american would not replace. They found an alternate part, shipped it to the technician and he had to “jerry rig” the part to make it work. This part makes all kinds of niose wen the ac kicks in. In 2008 the exterior fan on the AC unit is failing and only kicks in some of the time. When they send a tech he hits a reset button and can bang on it with a hammer and it starts. I have to do this almost daily and they still will not repair the fan motor. Tired to speak with a supervisor at first american, they still will not agree to fix this.
Nightmare!!!, thats the only way to describe our experience with First American home warranty and their so called “protection plan”. We kept this warranty for four years with our a/c being the major reason. We live in the desert and depend upon a/c in the summer. What their catch is; they seem to use the lowest bid contractors that do NOT care about you and your problems, but rather the volume of clients per day they can see. Their policies make it damn near impossible to get anything repaired when their appointed contractors make mistakes (being they just send the same contractor who made the mistake right back out. The “customer service” department basically will tell you what you want to hear, and never take personal care in resolving REAL problems. We were WITHOUT a/c in 110+ degree weather, their “emergency dispatch” found a contractor that could come out in 5 days (are you serious). I would like to know if the CEO of first American corporation utilizes the same home warranty (doubtful). Do yourself a favor, If you are thinking about using them, DONT!!!. At least don’t expect to get any MAJOR problems resolved without a MAJOR headache. If you have time to be on the phone for hours and hours, talk to countless people who are there to spin you on the merry go round of frustration, and don’t care if your home is worked on by quality craftsmen, go ahead. It would be a great gift to give to your worst enemy!!!!
I’m a Realtor and have been referring this company to my clients for 3 years and use them for my personal home. I received a renewal invoice for a price that is $70 higher than new clients are charged. Everytime I called the company to discuss, I got a higher rate. I’ve had to fight with them several times to get claims paid.
I had this company for 6 years. They were very good to me up untill about 2 years ago. The past two times they came out to fix my A/C they sent crooked contractors. One contractor was telling me that i had to pay him more money than the copay. I told first american this and they beleived the contractor, not me.
NEVER DO BUSINESS WITH THIS COMPANY!!!!!!!! 4 plumbers visits and an electrician visit and I still don’t have hot water after over a month from the initial claim filing. Now they are saying that the unit was installed improperly outdoors and wasn’t maintained, but I checked the tankless heater installation manual online, and everything was done properly.
The service is terrible, it takes months to get resolution on claims, and they’ll just lie to you to keep from having to pay for repairs or (god forbid!) replacement. Meanwhile they’ve paid to have 5 contractors come and look at the problem, file reports, and still haven’t fixed the problem. If they sent a competent plumber the first time, perhaps they’d be willing to pay, but now I think they’re trying to cut their losses for their own bad management and incompetent contractors! I REPEAT, NEVER DO BUSINESS WITH THIS COMPANY!!!!!!!!
Although I took all upgrades available and the premium cost me $700+ a year, they always try the cheapest option, no matter how many times the same applicance has been (half) fixed and still does not work. My fridge was “fixed” three times by clueless technicians and the forth time I asked them for a replacement because the 5+ month-long saga has taken a toll on my patience and on my wallet (several call fees and wasted food). They would still not replace it.
You need to know that their repair warranty (fine prints on their contracts) lasts only 30 days. In other words, they can fix something the way they want as long as it lasts 30 days, and then you are in for a new claim with calling fees… How can they state that their coverage will give you similar or better appliances if their repair warranty runs for 30 days?
They will also bail out of their responsibilities by claimig that something broke because of faulty maintenance. And when you bring someone else to clean/maintain the unit, they just find everything is ok….
Last word: I had been using some other contractors to maintain my AC and central heating (members of the BBB) and they told me that they categorically refused to do business with these guys because they always perform the cheapest repairs and disregard the contractor’s recommendations.
Try another one, or try none and save the money in case something breaks around the house.
In the mean time, I am still waiting for my refund check (pro-rata of course…)
Some repairs got done quickly, but my AC repair cost extra ($125 “disposal fee” for a broken evaporator coil) and took 3 weeks in the middle of the summer.
As soon as I get my AC fixed, they are toast…
We’ve had 2 claims of which 1 was fraudently denied. My husband is an insurance litigator and kept arguing with the woman who denied our claim (broken pool pump). My husband knows how to interpret insurance policies inside & out and found it extremely frustrating as the woman was ill informed & stubborn. We are talking about suing them but it may not be worth the time or effort as our claim was just a few hundred dollars. We will not be renewing with them and will tell our realtor who sold us the house, to stay far, far away from this company.
Not happy at all with this company. Seems to take forever to get your money when you are due a payout. Plumbing coverage stinks. Just doesn’t cover the costs to repair. You always have to pay quite a bit out of pocket to get the problem fixed.
We have had First American for 6 years and it has gotten progressively worse. Our first year was wonderful. It more than paid for itself, although a hassle. They are very slow to respond, don’t use local technicians (be it plumbing, heating, electrical, etc.) and don’t return calls. They’re attitude is arrogant. We will not renew this year.
3 Different contractors, 3 seperate fees, same problem. Company is unethical and fraudulant.. They work with pathetic contractors who lie, make false claims to avoid doing any work. Contractors like Miller A/C in Lakeland area is fraudulent, lies to customers and turns in false claims to warranty company. Custormer service would rather have us cancel our contract rather than credit us 55.00 service fee in which Miller A/C Did no inspection, no diagnosis, lied to us, filed fasle claim with warrany company to avoid doing any work. DO NOT PAY FIRST AMERICAN HOME WARRANTY They are of no significant value to homeowners, profit by not making any repairs, but charging contractor and warranty fees…They are Frauds and should be avoiding at all cost…
First American Home Warranty let my family sit in a dark and potentially dangerous house for nearly two weeks while they sat on their hands doing nothing but making up excuses. After two weeks and two visits by their technician they have denied the claim.
Both electricians said the riser - metal pipe - had broke free from our meter box and allowed rain in. The rain shorted the line out and a new meter box was necessary.
First American Home Warranty says it is not normal wear and tear and denied the claim.
After two weeks of jerking us around they leave us holding the bag while they redefine the English language. Normal wear and tear? Why is it not normal wear and tear? It is a thin box of pot metal that has been exposed to the elements for years. That box is certainly over twenty years old. What’s normal? Should it last a thirty years? Fifty? Perhaps a century?
Had big problems with 1st American, multiple times. Fridge broke, had to have a second oppinon. Had to take 5 days of work for different repair people (Insurance choice of repairmen), and the fridge was still not fixed. I waited 5 month on the money for the new fridge. They always send very unfit repair people, who want 4 times the price then other companies!
After 2 years of call for a leaking heater it is still not fixed. Do yourself a favor and avoid this company at all costs!!!!
Will never do business with this company again. I tried for two years to get this company to fix a problem with my A/C. They sent someone out eight times only to tell me that “there is a problem they just didn’t know what it is”. After eight visits and eight $55-70 service charges they told me that it was “installed incorrecly”. After sending someone out that many time you would have to think they just gave up and changed their story.
I have paid my premium faithfully for years. When our air conditioner went out during a 104 degree week, they told me since they could not find someone to come out and fix it that they approved me to have my own contractor come out and look at it. I got three estimates on what was wrong with it. I then called First American and they told me that I had been approved to get someone out ASAP and repair or replace the unit because we had our elderly father in the house. So I called the cheapest price we got and he ordered the unit to install it. All the while I was calling First American to make sure this was acceptable. They kept telling me to go ahead with the install. But when the company came with the unit to install it, I called First American one more time as instructed, and only then did they tell me they would not approve it. They knew I had the man there and the unit on the ground, then they said they would not approve it with out one of their contractors coming out first. So I had to have it installed and paid for it myself. We are going to take them to court on this but they have done things like this numerous times. They are cheap crooks. Do NOT give them a penny of your money.