First American Home Warranty
Home Warranty Plan Details and Reviews for First American Home Warranty
Premium: $355
Deductible: $55
Effective: Upon payment receipt
Web: homewarranty.firstam.com
Deductible: $55
Effective: Upon payment receipt
Web: homewarranty.firstam.com
Coverage Area: USA - All States
| Home warranty is a complex insurance product. Unlike home insurance, it does not provide blanket coverage for all appliances. Pre-existing conditions and problems resulting from lack of maintenance of appliance are are generally not covered by home warranty companies. Home warranty sellers may not state these factors clearly, and this will create dissatisfaction among customers. Due to these factors, you will see many negative reviews here. Don't be intimidated by some negative reviews here. If you have maintained your appliances in good condition and go with a reputed home warranty provider, your coverage will be fine. |
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Reviews
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Pages: « 25 … 11 10 9 8 7 6 5 [4] 3 2 1 » Show All
i currently work for FA, not by choice, but its a job. i take new claims and would like to give an inside look. i dont know too much about other companies, as i dont own a house myself, but i can say how this one is. i dont think its first americans problem, they do try very hard to get high customer satisfaction and we get tested for quality weekly. the problem is definitaly with the contractors we use. we do have to backround check and screen them and they must be licenced and bonded, but the trend i notice is that most of them do not want to work for us. as a result, they are not very timly most of the time, and are not helpful, and may even be dismisive, saying things are not covered, trying to charge home owners extra or even in some cases being rude or unprofessional. it is almost just luck to have a claim go quickly and efficiantly, and that is due to getting one of the few technicians we use that are good.
again, i dont know too much about other ones to say what to choose instead, but i would not recomend this company to freinds or family.
They go by the least expensive way to get the issue resolved, regardless of whether they solve the core of the problem or not. When I tried to resolve the problem I had with one of the rooms not being heated, they suggested that I pay on my own close to $1000 that the contractor suggested that I repair even before they can start doing some diagnostic tests to figure out what the problem was with heating. I sought the advice of another specialist on my own. The First American Home Warranty will NOT honor their advice. We paid everything on our own to resolve the issue. We paid close to $850 out of our own pocket.
Be extremely careful!!! Better yet, don’t even think about subscribing for service from this company.
Their advertising and even the contract are extremely misleading. They make you think you are covered if your furnace breaks down, nor matter its age, etc. I purchased the plan where my monthly premiums were $47.00 per month (consisting of the following: Preferred Plan – $34/mo, First Class Upgrade – $5/mo, Central A/C – $8/mo.)
The company’s website is: http://homewarranty.firstam.com/ if you want to take a look at their advertising.
After paying premiums for 10 months, the service man they sent out in response to my call said my furnace needed replacing because of a gas smell leak that could not be repaired.
First American claims in its advertising that “. . . if First American determines your covered system or appliance cannot be repaired, we’ll replace it. It doesn’t matter how old they are or what brands you have. You could save hundreds, or even thousands of dollars per year with a First American home warranty. ”
Furthermore, the brochure they sent me last year states prominently that the average cost to replace a furnace in 2006 was $3,232. When my furnace went on the blink last month (February 2009), I was told that the cost to install the cheapest replacement furnace was $1,884.75.
American agreed to contribute only $629.53 towards replacement of the furnace or to “buy” me out for $629.53. This amount is a far cry from “repair or replace.”
I am unable to file a complaint with the Better Business Bureau, because First American shows up under various addresses and names. When I try to file a complaint online specific to that address, the BBB for the specific county or locale does not recognize the company as being within its jurisdiction.
After this incident, I called to cancel the policy. Even as I was on the phone and on hold, waiting for someone in their Customer Service to reply, their on-the-phone advertising misleadingly says that a policy with First American means peace of mind because if a system or appliance in the home fails, First American will provide “repair or replacement coverage — regardless of age, make or model.”
Thus, with this company it is CAVEAT EMPTOR!!!
waited two weeks to have my ac fixed and finally had to have the repairman do it direct. Kept being told they would have an authorization to me in two hours — for 8 days!
This company is hands-down the poorest excuse for a home warranty provider. They sent me information for my coverage so late (3 months AFTER coverage started) that many repairs, failures had to be paid by me anyway because I didn’t know whom to contact to file a claim. When I asked for simple reimbursement for a toilet and garbage disposal (under $200), they refused. Their manager, Martha Stover, promised to waive the next service fee ($55, wow), but when they came around, there was always an excuse that I didn’t call her first. When I did try, she was conveniently out of the office so that was yet another excuse. When your water heater goes out, you can’t wait for some pencil pushing “manager” to get around to her voicemails, e-mails, etc. I guess. The icing on the cake with the water heater was that the shady company, H&R Plumbing, located in San Pablo, CA (look them up online and see their ratings), gave me so many things to pay for that weren’t covered by the warranty (“upgrades?”, City Permit, more jibberish), I could have had my friend do it for the same price (almost $400). One of the things they charged me for was a Hayward City Permit for almost $200 that they never bought (can you say criminal scam) until I pressed the issue more than one month later! The permit wasn’t even applied for until 10 days after I inquired. Hayward’s Building Permit Dept. says these are required -BEFORE- work begins. They apparently had no intention to purchase it unless the customer inquired. I wonder how much they’re making off this scam. Stay away from First American. It’s too bad a name doesn’t mean anything anymore.
I have had First American as my home warranty company for 4 years. Every single service call has been answered promptly; never “on hold” for long. They get a service company out there promptly. If there is a delay, the service company calls & explains. The service companies contracted by First American have done a good job on repairs. Over the years I’ve called them for plumbing, heating, sink-back up, garbage disposal, and refrigerator problems. The repairs were always done to my satisfication.
I will use them for the next home I’m in the process of purchasing.
SUMMARY: To find out about this company call their customer service number at around 7-8pm EST. You will be on hold a minimum 30 minutes before someone picks up. Then tell them you want to speak to their claims resolution dept [true customer service department] (you will be on hold another 20-30 minutes). So if 1 hour hold time works for you – sign up. Furthermore, the contractors they use are VERY LOW QUALITY people and I live in a very densely populated area and they have 2 people who service my area – afraid to ask how sparsely populated areas get serviced. If you make too many claims they will NOT renew your contract. If this is the kind of home warranty company you want – sign up!
MY REPAIRS: I had a pipe leak. Their plumber came and broke a wall to get to the pipe. OK, he fixed the pipe but he said he is not a drywall installer so he can’t fix the wall that he broke. Called home warranty company – they said “tough luck” – we are not responsible. Called the supervisor and finally got him to admit that the plumber could have said that he is going to break the wall and NOT fix it. Had a drywall technician called who charged $160 for the work. First National agreed to reimburse $125. Still arguing with them over the difference.
Have a shower which doesn’t switch from faucet to shower which I am still arguing with them over because they are saying that (1) They only have 2 plumbers in the entire NY Tri-State area including Manhattan (which is laughable) who [prepare to laugh] don’t want to do this job and (2) they say that this repair is authorized for $125 – no plumber I talked to will do it for that much. So I am stuck between a rock and hard place and they don’t care. They said they can’t help – THAT’S WHAT YOU WANT TO HEAR FROM A HOME WARRANTY COMPANY – THEY CAN’T HELP FIX A COVERED ITEM. I am seriously considering a lawsuit as their practices border on contract violation. If this is what you want in your home warranty company – this place is for you. I am going to try some other one.
My claim on my dishwasher has gone on long enough. I have had a horrible experience with First American. It took First American a week and half before I knew if my dishwasher was going to be replaced or rebuilt. On Feb. 26, I finally found out the descion at about 9:00 a.m. I looked up the dishwasher right away and promptly called Anna back with my acceptance around 10:00 a.m. I was then informed it goes back to purchasing. When I looked up the dishwasher on the website it only showed that it came in white and also white with black trim. I told Anna that I wanted the white with black trim. Later that same day of Feb. 26, I called the Whirlpool place to check when the dishwasher would be in. I found no help from First American. On Monday March 2, I finally received a call from your purchasing department informing me the dishwasher color I choose was in fact not an option. I was told it either comes in solid white or solid black. I told the purchasing department I wanted black and I was informed my dishwasher would be today March 9. I did infact receive the dishwasher this morning but it was the wrong color. I tried to talk to Anna the person on my claim but no answer. She is not very prompt in calling back and never seems to answer her calls. I called back to talk to another person in claims and informed them that I was refusing the dishwasher because the color is wrong. I sent it back with the gentlemen with Whirlpool. I was told it was to have to be reordered to have the right one. I have not received a call from purchasing and I already have to wait a week for the dishwasher to come in if ordered today. I want the process sped up as quick as possible and I will not accept anything later than it being delivered at my house by March 16. For some reason your purchasing department seems to take all the time they want when I don’t have a working appliance. All I can say it better be ordered today and they need to get into gear. This is worst customer service I have ever seen. My person on my claim never answers and takes forever to call back along with the purchasing department taking three days to reach a descion on replacement and another three days to order a new one. Come on I can order a new dishwasher in a few min and it does not take three dam days. I am not a satisfied customer at all and will never recommend First American Home Warranty to anyone. I will make sure my sister in law who is buying a house right now does not choose First American and I will be talking to your CEO. I will make sure they know what kind of service the company he is over is providing.
First American was unable to find contractors for either of our two claims that we had tried to submit, leaving us to find “Outside Reimbursement” contractors- which we were never reimbursed for. We placed an EMERGENCY claim due to our plumbing backing up into our house, and didn’t have a solution for over a week. THIS IS DEFINITELY NOT A COMPANY THAT YOU SHOULD RELY ON FOR NECESSARY HOUSEHOLD SERVICES!
The contractors used by First American are of poor quality and questionable integrity.
The average policy excludes too much on each appliance.
Our 1991 furance went out on Feb. 2nd, 2009 (which is when we filed our “emergency” claim)…We are posting this on Feb. 19, 2009 at 8:06 pm Central time (2 and 1/2 weeks later!!!!)…Our furnace is STILL not repaired or replaced!! The technician DID come out 2 days later (from when the claim was placed) and for a charge of $55.00 said our furnace needed to be “replaced”, NOT “repaired” and told our warranty company his charges, which were absolutely ridiculous!!! We are already paying roughly $40.00 a month to First American, and then to be told that we had to pay another $1,090.00 to the contractor to get “up to code” for wiring that’s already in existence, duct work that’s already in place…and another charge to haul off our current unit (and WHICH IS OURS FOR GOD SAKE!!!! $250.00!!) and we WANT to keep to use in a garage on our property! Are they OUT OF THEIR MINDS??!!!
In Tennessee temps can (and DO!) go down to the single digits overnight and not much higher during some days…First American Family Warranty Co. could give a **** about our problem! We have 2 children AND IT’S COOOOLLLLLLDDDDD!!!!!! They want our money and could care less about us as human beings! I will let every real estate agent I know about this company and plead with them to NEVER, EVER, EVER recommend First American Family Warranty to any potential customer they have!!! This company cares only about the “almighty dollar” and not about the customer…..they are frauds!!!! First American hires very “questionable” contractors trying to save a buck and the contractors only want their money….First American will take your monthly fee but won’t give you the service you truly NEED, when you NEED it, no matter what you threaten or do!!!!!
When it came time to replace a Compressor unit, I was told to pay $480.00 of uncovered cost. (I had purchased a First class upgrade to insure no surprises.) When I asked the contractor for a breakdown of charges, I was told to contact FirstAM. FirstAm said it was for hauling the old unit, freon reclamation and copper modifications. The Service order states $335 Labor charge. P.S. Emergency Service called for no-heat placed 12/30/2008 unit installed 01/15/2009.
Retained this company upon purchase of home in 2005. Of all the companies we have had, this one was the best and we purchased their service each year until I got a letter stating their coverage would no longer be available in our State. Very unfortunate. They suggested we contact AHS but they are one of the worst, from past experience so forget that. Now, I have to find another company and am sure none will compare to First American.
This company sells “comprehensive coverage” and then limits their parts. You end up paying alot and they are fraudulent when selling the product. Do not add anything on and DO NOT use this company. They basically sell you nothing because what breaks is never covered or portions of it are but not all of it and they have fancy ways of making it cost you more than it costs them. The guy they sent out to fix my microwave didn’t seem to know what he was doing. Ended up taking the unit to his house and scratched it up. Then I had the water dispenser break on the refrigerator (I stupidly added extra coverage for it because they said it was comprehensive and they implied anything that goes wrong) and shock “it is not covered” only the internal portions of the ice maker. They are basically selling poor repair men and waterfront property in Arizona. Find someone else-don’t waste your money!
We had a hot water tank leaking. A service tech from a local reputable plumbing company (I recognized the company) called within 48 hrs, and visited my home the next day. While service tech was at my home, he called First American and received approval to replace the hot water heater. But because we wanted a slighly larger HWH, we “cashed out” and received a check for $590 and we contracted Lowes to replace the HWH. We DID have to wait for the HWH becuase it was an odd size and it had to be ordered. But the whole process went very well I thought.
I bought a foreclosed house last year and just to be safe bought a one-year warranty – even though the house was only 4 years old. My realtor recommended First American. So far it’s more than paid for itself since I had to have the water heater replaced, the disposal looked at, toilets looked at and issues with my furnace. I’ve always had someone call me right away and they’ve always been courteous and professional. I’ve never had an issue with claims either. I’m up for renewal. I don’t have the money to buy another policy right now but I will when I get the cash. It’s well worth it!
Waited 3 weeks in the Winter to get a broken furnace replaced. They took out an 85,000 BTU unit and were supposed to replace with the same or so they told me. When the new unit was installed, upon inspection I found that they had actually put in a 66,000 BTU unit. When I called them on it, their reply was that there wasn’t an 85,000 unit available and the next size up would be to big for my house so they downgraded me without my consent. The furnace has been in for 2 days now and running full blast you can barely feel it. Waiting on a customer service agent to call me back, considering suing them.
They are worst ever. They give you claim reps that never return calls or answer there phones. Every negative you have reviewed…they are true. I would highly recommend to no one. My heater went out and there so called contractor wanted my share to be $1200 and First American’s share to be $275. (they have there contractors in check huh) I have been so dumb to keep them because times I did use them it was nothing but wait wait wait. There contractors have to be the most worst (low budget). They take forever to respond. Be smart don’t use them I guarantee you will be sorry and be full of regrets.
I noticed a lot of people here have not filed with BBB…please do…they have a B+ rating on there and I know that is not accurate!!!
This company is a FRAUD. We had a leaking water heater that was on the verge of bursting. It was an emergency situation. So I called First American to file a claim. Sure: they said “This is a top priority!” SO I waited…and waited and …waited….Then I called again. “Oh yes…the dispatcher has been called”….And Night came…and I got a call at 11PM. “We have options for you m’am…please call us back the the 1-800 # so that this gets done tomorrow…” I called…no one knew about this “Options” arrangment. It was Saturday night. I got this “barely speaks English” woman on the phone who was very very rude… “Ma’m…you have to wait until Monday or Tuesday….” I explained this was not what had been explained. “Ma’m I have no idea what you are talking about…you have to wait 2 days”….So….then at 11AM the next day a “MIke” calls me and says they cannot find anyone who will do this job…And says That I can geta 3rd party to do it…only if it costs over $125 That I need to have it approved…No other issues….So I said we could do this….I called A reputable Plumber….They wanted an item by item detailed description…the plumber said he puts in a great quality heater witha 6 year warranty. They asked the cost…and it was $1200. The warranty people said “We will not cover that amount”…NO ONE EVER MENTIONED A LIMIT. They say their maximum payment for a water heater PLUS labor is max $600…this is bogus….no one accepts this measley amount…so the PEOPLE at First American say THEY supply the water heater and want only a One YEAR warranty…(IE some piece of CRAP made in China that breaks right after it is installed)So we asked to speak to a supervisor who said the same thing…They are Fraudulent! Misleading! Liars and I hope they go out of Business…SOON because they are NOT a reputable company! SHAME SHAME SHAME!!!!
First american is by far the worst service company I have ever dealt with. My heat went out in September and they could not even find a company to work on a oil furnace. 6 weeks went by before I had to find a service company myself. They promised me they could pay the service company directly and after the service was complete they would not pay the contractor. I had to fax them the invoice over 20 times! They would not send me any confirmations or allow E-mail communication (very smart if you do not want to be held accountable for anything) They promised to call me and confirm invoices and payment over 10 times and I never recieved a call. My invoice was approved for reimbursement on Nov 11 and today Jan 31 I have still not been able to get them to confirm a check. Also if you call in for a new claim the wait time is 5 to 10 minutes, try to call about an existing claim and no one will answer before 25 to 30 minutes. This was confirmed every time i called. Try to call in as an outside contractor and you will never be answered on purpose because they do not want to pay. I have been out 1200$ for 2 1/2 months because of First Americans poor service. Agents and homeowners beware you will want to pay out of pocket before dealing with this warranty company and that is exactly what they want.
Just another bad story to add:
Used them for 2 years and 2 clames. My first experience was with a leaking bathtub faucet, and a loose toilet, but functioning fine. They sent a plummer out (bank robber) he had to cut an access hole from the closet to get to the tub faucet underside, but missed the tub all togather and cut a whole from the closet into the the bathroom!! 2 ft x 1 ft hole. so he eyeballd another cut in the wall and gained accessed to the faucet and he did fix the leak. on the same visit i wanted the toilet flange repaired, he pulled up the toiled, placed it in the hall and said the flange is not cover. Said he could just leave the toilet in the hall or repair the flange and reseat the toilet for $450. It’s an $8 part. He told me to call First American and they will send someone out to repair the hole. Called them and they told me to Sue the contractor, wasnt their problem.
Second clame. AC electrical short with smoke. Because of the urgent nature of the problem they was able to get someone out much quicker. 4 days business days latter they arrived and informed me it was a mfg defect and not coverd by them. I needed to work that out with the MFG.
I let my “warranty” expire 6 months ago and now getting calls from them to renew my coverage. They told me for $36 a month i could have peace of mind again. I gave them a piece of my mind!! Save your money and your sanity stay away.
*********** BEWARE OF THIS COMPANY ******************** IT IS CURRENTLY IN THE PROCESS OF BEING SUED BY 3 STATES ( TEXAS, NEW JERSEY, AND NEW YORK )FOR FRAUD, THEY ARE AN UNLICENED COMPANY. ONE OF THERE MANY TRICKS THAT THEY USE TO GET OVER ON THERE CUSTOMERS ARE: 1. CONTRACT DON’T START TILL AFTER 30 DAYS FROM SIGN-UP 2. YOU ONLY HAVE 14 DAYS TO CANCEL FROM SIGN-UP WITHOUT BEING CHARGED, BUT THEY DONT SEND YOU THE CONTRACT UNTIL AFTER THE 15TH DAY. 3. THERE IS A SERVICE LIMIT ON ALL SERVICES CALL OF $1500. 4. YOU CAN’T FIND ANY INFO ON THEM BECAUSE, EACH TIME THERE FORCE TO CLOSE, THE JUST START-UP A NEW BUSINESS. HERE ARE A FEW OF THE A.K.A *** SENSIBLE HOME WARRANTY, HOME WARRANYT OF AMERICA, FIRST AMERICAN HOME WARRANTY, NATIONAL HOME PROTECTION, AND CHOICE HOME WARRANTY *** 5. IF YOU CHOOSE TO GIVE THEM A TRY, PAY FOR THE SERVICES ON YOU CREDITCARD THAT WAY IF FOR ANY REASON YOU CHOOSE TO CANCEL W/IN THE 1ST 30DAYS YOU CAN DISPUTE IT W/ YOUR CREDITCARD COMPANY AFTER MAKING CONTACT W/ CHOICE, THAT WAY YOUR NOT OUT OF ANY MONDAY. THE CREDITCARD COMPANY WILL REINBURSE YOU THE FULL COST AND TAKE THE ISSUE UP W/ THE WARRANTY COMPANY. I HOPE THIS INFOMATION HELP YOU IN MAKING THE RIGHT CHOICE, WEATHER IT BE CHOOSING THEM OR SOMEONE ELSE. GOOD LUCK IN YOUR CHOICE.
My claim and work are in process, but I am not having a good experience from the git-go! I just purchased this house last month, and yesterday & again this a.m. have had blown circuit breakers. Called my handy-woman, who is a retired fire fighter and she said it is a potential fire hazard and to get it checked out ASAP. After almost 2 hours on the phone with 1st American, being transferred 3 times to another CS Rep … I’m not expecting too much. I spoke to the electric co. that is coming out, and their 1st visit will be to asess the situation. Dang folks! I’ve got a potential fire hazard .. let’s just get the thing fixed!!!! I am fuming! And the fumes are not coming from my blown electrical circuits! Mediocirty at its finest!