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
Customer Service 
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 241 Rate this Company!
Service Timeliness
Repair/Replacement Service
Overall Rating
Total Reviews: 241 Rate this Company!
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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I have had this company for 4 years and have called them on the average of once or twice per year. Here are some of the experiences:
1. Pool Filter: The mechanic came and said that the filter was not maintained and so it will not be covered and I had to pay $200 to the mechanic to get it fixed by my cost.
2. Bathroom fawcett: There are two fawcetts side by side in the bathroom. One fawcett was to be replaced. They wanted to put any cheap nonmatching fawcett.
3. Ceiling Fan: Our fan has lights. The company covers fans but not lights. The replacement fan could not have lights.
4. Clogged Toilet: Toilet removal is not covered and will cost $200 to me. Afterwards the unclogging will be covered only if no foreign objects are found in the pipe. (What else could be found?). This is because clogging caused by normal wear and tear is covered.
After 4 years, I finally decided to quit.
We have had FA for three years and have only had to make two major claims during this time and this is what my experiences have been thus far:
In March our oven broke and I contacted FA to send someone out to fix it. The first problem was when the contractor called to schedule an appointment they could not get to us for four days (and this is not because we could not get a time that satisfied both of us for someone to be home. I am a stay at home mom so there was no problem with me being there.)When they finally go someone out I was told that it was the heating component that was broken and they said that they would have to “research” it and give me a call back. Well three days later I finally called them and they said that the part was not made anymore and that I needed to contact FA. I did so and was told that their purchasing department was trying to track down where they could send mine off to have it rebuilt! When they finally located a place they sent the same technician out again to remove the component and mail it off and that it should be back within 10 days (this was already taking place two and a half weeks after the first call was made to report the problem). Needless to say ten days came and went and still no clear answers from the contractors. I finally demanded that they give me the tracking number and when they did it said that they had actually mailed the part off only two days prior and not nine days before like they claimed. No wonder it was taking so long and why they didn’t want to just give me the tracking number at the beginning! When they finally got the rebuilt part back in it was another five days before they could get someone out to put it back in. In total it was six weeks from the day I called to make the claim until I finally had my oven back running.
Now, the morning of Wednesday, September 2 I called to report a claim on my refrigerator. They gave me the number of the contractor that they were sending the claim to and told me I could contact them to get an appointment set up fast. I called all day long and no one answered the company phone. Finally at 9:00pm they called me back and set up a time the following evening. When the tech came out he diagnosed the problem as the compressor and told me that they don’t service that particular part and that he would contact FA and let them know to send someone else out who did. Friday, Sep 4 I spoke with a claims rep, Rosemary, at FA and she said that they had not received anything from them yet and gave me $100 to get a mini-fridge because it was the holiday weekend and they probably wouldn’t hear anything until Tuesday anyway. It was hard for me to believe that a mini-fridge would hold all the food that I had just bought for all the people that were coming to my house for the holiday. When I went to get one, the cheapest one that wasn’t a one-shelf was $148 + tax. I called them again and the manager I spoke with said that they were not going to give me anymore money because I could have rented one (but everywhere I called they said that I could only rent one for a month and not just a week like I assumed this would only take, wrong again). I never heard anything else until today when another contractor called me and said that they were asked to come out by FA to diagnose the problem but they couldn’t come out until Friday. I told them that we already knew what the problem was and asked why they couldn’t just bring the new part to fix it when they come out instead of having to wait longer. Their response was that they could not do anything else because that is only what FA told them to do. I tried to contact FA again today to see what is going on but again no one knows and the people who are supposedly handling my claim will not call me back. I am already out $55 service fee to someone who couldn’t do anything and another $60 that they won’t reimburse, plus over a week of my time. I wish I had just listened to my instinct about my experience last time and just put my $115 towards a new refrigerator and had it the same day. Now who knows when I will get my fridge fixed but I know when I do, I am cancelling my contract with FA. TAKE MY ADVICE, DO NOT USE THIS COMPANY! THEIR CONTRACTORS ARE SCAMMERS AND THEIR CUSTOMER SERVICE IS HORRIBLE!
southcarolina residents, beware big scam, all contractors are forced to work flat rate, with many calls that are multiples,flat rate at 125.00, now how can the contracter make any money when a garbage disposal needs replacing and tub fixture needs replacing, people are better off staying away from warranties, budget your money for repairs, and call who you want. and for all those people out there that believe what the realtor said about everything being covered, you deserve what you get. keep in mind they get there kick backs, good luck
This company is all about the sale and nothing about the service. Very poor customer service by people who don’t speak english as a 1st language. Had to threaten litigation through an attorney to get the warranty honored. A simple washing machine problem turned into a BIG hassle. I have been a customer for ten years. HWA continues to raise premiums and reduce benefits. In a word, HWA stinks.
I am also experiencing difficulty on a claim, and am seeking full facts on other claims. Please email details to FirstAmericanComplaints@gmail.com
Dan
Platte City, MO
I have been without air conditioning for 8 days now, and I cannot get anyone at First American to assist me in resovling the problem. I have spoken with 7 people in 8 days at the company, all of them promising to call me “later” to give me an update. Similarly to one of the other customers, after about 4 days in 100 degree weather in texas, one of the reps told me they would reimburse me for the purchase of a $75 fan (offered as “relief” to cool a 2 story home). When my ac is finally serviced, I will have paid over $700. My story is apparantly, consistent with many of stories other customers. To echo another customer, the reps, while friendly, are unclear, unorganized, and do not communicate in a timely manner.
I have been without air conditioning for 8 days now, and I cannot get anyone at First American to assist me in resovling the problem. I have spoken with 7 people in 8 days at the company, all of them promising to call me “later” to give me an update. Similarly to one of the other customers, after about 4 days in 100 degree weather in texas, one of the reps told me they would reimburse me for the purchase of a $75 fan (offered as “relief” to cool a 2 story home). When my ac is finally serviced, I will have paid over $700. My story is apparantley, consistent with many of stories other customers. To echo another customer, the reps, while friendly, are unclear, unorganized, and do not communicate in a timely manner.
They don’t have contractors locally. We had a garag door opener problem. We called First Am, they didn’t have a local contractor. They asked me find a contractor and they will reimbursh the cost of repair. Reimburshment took 5 months after 5 reminder calls.
They increase the rates every year from 10 -20%.
This company has very very poor communication skills. During my 1st interaction with them, the told me they hadnt sent my contract because i still owned them $20, I explained to this them that was paid at closing…blah blah they proved i was right and took my service request. I had issues with my oven, a nice guy came out and said i needed two parts and will be back in 7 to 10 days to install. well 7 to 10 days later that “nice guy” didnt show a new guy came. He told me he didnt know why the other guy said i needed two parts, only install one and SAID “I dont know why they send me out on jobs other people have started”. (Now i am a independent contractor, when i dont work i dont get paid.) I asked the guy if he could call the other guy and asking him about the 2nd part because i cant take any more time off to fix my oven. He said let the oven warm up and he would go to his truck and call the office to see if they could reach him. WELL I WAIT AND WAIT…FINALLY I SAID MAN ITS SURE IS TAKING HIM A LONG TIME…I STICK MY HEAD OUT OF THE FRONT DOOR……THEY GUY IS GONEEEEE AND MY OVEN IS STILLLLLLL NOT FIXED. THAT BONE HEAD DROVE OFF. I the company and first american they said its my word verse his and he is saying i was rude thats why he drove off. I told them that i had not become angery until i realize that he have left without fixing my oven. First A, set up another contractor…i waited and waited left work early to make sure i didnt missed them they no showed. So i have taken off 3 times from work…to NOT have my oven fixed. First A said they contractor said i never confirmed the appt….thats BULL. So much has gone on….please run…dont listen to your agent telling you to go with this company. I am now going to go with Old Republic…hopefully their service is better.
We live in Phoenix, Az. and have had no air conditioning since 08/16/09 today is 08/20/09. We called First Ameerican on 08/12/09 when our unit started making a weird noise. Well, they gave us a name and number for a A/c contractor, we left several messages and were never contacted back. So on 08/14/09 we contacted First American again to get another contracter name and number, that took another two days. On 08/16/09 our air conditioner stopped working. We have children in our home, in Phoenix Az. Totally crazy HOT!!! Well, the second contractor came out on 8/17/09 at 2pm. I just got home from work and the guy is rude as can be. He says we need a new blower assembly and that he will let his office know, they will contact the supply house where they most likely will have to order the part,and I can call his office in 2-3 days to schedule an appointment to come out and install the part. I was like, you have to be kidding me. So I call First American to see how they are going to contribut to me and my family having to go to a hotel and sleep, get ready work etc…After holding for 20 minutes, I was told I can go purchase a wall air conditoning unit and they will reimburse up to 150.00 dollars. Ok, we have a 2 story, 1800 ft home and they want us to use a wall unit to cool it and run my electric sky high. The rep at First American said that they only give help with hotel rooms in the case of an emergency, like not having air for a month or something. This poor girl was so dumb I couldn’t say anything. The reps are young, inexperienced, no one takes ownership of the problem at hand. So, today I call the contractor, and the receptionist says that they may have the part tomorrow, but not sure she can fit us in for the install and they not open weekends. We’ll wait until 08/24/09. I could believe it, First American brags about these contractors, how they only pick the quality, trustworthy contractors. What a damn joke… Thanks, I feel a little better right now. I have been stewing for a fews hours. I still wonder if there are any laws pertaining to home warranty air conditoning repair in Phx AZ in the middle of the summer????
I’ve had two out of two bad experiences with the company. First, I had a pipe burst in my foundation wall. When I called they said they did not cover it. I went and got a plumber on my own and had it fixed…$653+/- later. Second, I had my central air stop working. I called and they sent out a company that said I needed an evaporated coil and duct work done. I felt like I was being taken for a ride so I had an AC repair person come and give me a second opinion. I did not need any of that, just had a plugged up drain line.
I then got in touch with Adrienne Freeman, a rep. for First American. She said to submit the bills into her and she’d have them taken care of along with my service call for the company that came out for claim.
I was just notified that they will not cover the broken pipe, no explanation given, and will not cover the AC line because the repair man did not have professional enough invoices (wanted it on typed letterhead). These are two services that are covered under my warranty and they will not pay the invoices.
This company has horrible customer service – very slow and lack of communication. They do not stand up for what they cover by denying accepting the claims. They should not be in business if they do not stand up to what they provide.
First American Home Buyer’s “Protection” Corporation are scam artists. I wish I’d gone with Old Republic. We have them for our other house and they’ve been great. The only reason we didn’t use them this time is that First American gave me a hard sell, had lower fees for a duplex than did OR, and gave me a discount b/c we’d installed new central a/c (under the installer’s warranty).
They have been horrible from the start – not faxing the invoice to my title company so that the policy could get started, making me wait 8 hours for a customer rep call-back on a major plumbing emergency. The actual plumber didn’t call till at least 24 hours after THAT call. I had another licensed plumber there when the rep called (I’d called him b/c we know he’s highly skilled and honest and I’d forgotten that the issue might have been covered by the warranty). I explained to the rep this could not wait and said could they reimburse me if I paid the guy who was there at that point. They said absolutely not (OR would’ve done this – have done it in the past).
I said in that case I wanted to cancel my policy. They said they wouldn’t let me!!!!!!!! I asked to speak to a supervisor, and the guy said he WAS a supervisor and actually laughed at me! I’d had it only a week or 2 at that point and they’d told me in their sales pitch there was a 30-day no-questions-asked cancellation period.
They’ve already collected their 2nd payment from my credit card (3 weeks after the initial payment!). I’ve closed my credit card to prevent them from stealing any more money. I’m going through the BBB and fighting them.
They are truly scam artists. STAY AWAY FROM THEM!!!!
COSTUMER SERVICE IS WORST. They don’t have any knowledge of service or problem that you are reporting.
HORRIBLE COMPANY DO NOT BUY A WARRANTY FROM FIRST AMERICAN.
I HAVE HAD AN AIR CONDITIONING PROBLEM SINCE JUNE 23,2009.
MY AIR IS STILL NOT WORKING AND I LIVE IN PHOENIX, AZ, TODAY IS AUGUST 13, 2009.
I HAVE HAD 2 A/C SERVICE COMPANIES TO MY HOME, 2 PARTS REPLACED, STILL NOT WORKING. IT HAS TAKEN WEEKS TO GET ANYONE OUT TO MY HOUSE, FROM SERVICE CALL TO SERVICE CALL. WEEKS TO GET PARTS ORDERED. NONE OF THE PARTS WERE ORDERED UNTIL I CALLED FIRST AMERICAN AFTER THE SERVICE TECH WAS TO THE HOME ALL 3 TIMES!!!!
3RD PART SHOULD HAVE BEEN ORDERED ON 8/10/09. I HAD TO CALL FIRST AMERICAN TODAY 8/13/09 NO ONE HAS ORDERED MY PART AS OF TODAY. THEY PASS THE BUCK, DO NOT FOLLOW UP, REQUIRE THE HOMEOWNER TO FOLLOW UP. THEY DO NOT RETURN PHONE CALLS, DO NOT OFFER ANY FINANCIAL ASSISTANCE FOR THE HOMEOWNER LIVING WITHOUT AIR FOR 6 WEEKS…
DO NOT BUY A HOME WARRANTY FROM FIRST AMERICAN. I HAVE PAID MY PREMIUM TO THEM ON TIME FOR 4 YEARS. YOU WOULD EXPECT THEM TO TAKE CARE OF THEIR WONDERFUL CUSTOMERS AND THEY ABSOLUTELY DO NOT.
I.ve had FA since Nov ‘08 and I have been satisfied so far here in MS. They were friendly and I have even received a new washer from them and the one I had was extremely old and one repairman co messed it up even worst and FA sent someone else out the same day and they diagnosed it as a “no fixer” and even thought that FA wouldnt replace it but they suprised the both oof us and did. Wre also had problems with our AC and one co came out, MESSED it up totally and when it got cold, the heater wouldn;t work…..he had wired it wrong. Contacted FA and they sent someone else out 2 days later and gave me my deductible back and made the 1st repairman to repay it. I am only looking for a company that offers a lil more of the maojor items but from the looks of the ratngs I may need to stay where I am since I haven’t had any negative experiences frfom the company itself and I thank God because most of these reviews are horrible and I’ve never had a bad experience………so far. But thanks for the reviews I still needed to know.
Poor everything! they focus more on speedy calls and moving on instead of customer service. never call texas! the reps there are stupid as shi##. all Their tech are low paid! if you get a tech that a uniprice contractor, you’re going to get crappy service and high non covered costs for replacements. They figure that if they bill out 40 times a day and times that a month, these idiots are making a killing! first american sucks! i cancelled my contract!
I dont even know WHERE to begin on this freaking warranty compnay..we have been working on an A?C & Heating Claim since June 13, 2008..it is 8/7/09 and we are STILL dealing with crap from these people..the techs that they send out from Premier A/C & Plumbing, OMG, they are liars, rude, they like to get attitudes with people, they dont even begin to know what they are doing.they are not even licensed..they owner of Premeier A/C & Plumbing, i dont even know who is worse, 1st American or Premier..we have been ripped to shreds by these people…anyody interested in sueing these idiots, let us know..DONT USE 1ST AMERICAN, THEY LIE, CHEAT & MAKE THINGS WORSE..OUR UNIT IS STILL NOT FIXED THEY CRACKED OUR CEILING, MESSED UP OUR PHONE LINE, DIDNT INSTALL ALL OUR DUCTWORK, ONLY PARTS THEY FELT WAS GOOD ENOUGH, AND WANT US TO PAY FOR THEIR CONTRACTORS HUGE MISTAKES & BREAKING OUR STUFF EVERYTIME THEY COME OUT. THEY SCHEDULE A TIME FRAME W/ THE CONTRACTORS, FOR EXAMPLE THE FAVORITE TIME SLOT THIS WEEK HAS BEEN 9am-11am, they dont get here til after 2pm & most of the time, they just dont show…do NOT use either of these companies EVER..you will be ripped to shreds & pushed to high frustration levels..promise!!!!
On 12/4/08 our tub faucet came apart, and sent water pouring out full force. (Ours is an old house with old plumbing.) I had to cut it off at the meter and called First American. They said they would call a contractor and get back to me. Since no immediate help was forthcoming and we needed water, I “jury-rigged” a cut-off so we could turn the water back on but not use that faucet. After two days I suspected that they had no arrangements with plumbers in this small town, so I called them back and asked if I could call my own plumber. They agreed, and I called the largest plumbing contractor in this area. Their plumber determined that because of the age and unavailability of the type of faucet, it would be necessary to order completely new parts, tear into the wall on the back side, after moving a stacked washer and drier. He called First American, as instructed, and they agreed. They told me to have him call them back when he was ready to do the work. It was December 31 before all of the ordered parts were available and the work was completed, and paid in full by me, as instructed. The plumber said he called them as instructed, but I was not a party to the call, and do not know what was said on either side. The total bill was $793.45, which I felt was reasonable, given the complexity of the job, the time involved, and the labor of moving the machines, which required a plumber’s helper. To this date First American has not paid me one cent.
I just bought a house, with 1 year warranty from First American, my mb shower got clogged and my kitchen sink pipes were leaking 1 week ago. My wife called them last friday she got some questions about the issues, got the phone number of the provider on saturday (3g plumbing… awesome service) and schedule the job for tuesday. Two plumbers came, one unclogged the shower and the other redid the piping on the kitchen sink. We payed the deductible, and voila everything fixed, best experience ever with a home warranty company,im sorry to hear other people got awful experiences, mine was great.
Extremely Poor Customer Service. Technician won’t show up until 2 weeks and they have very convoluted departments and very bad service reps. Lot of stuff is not covered.
Bottom Line: I would not recommend purchase of a home warranty from this company.
vary poor service I have been I should have just takem my my brother advis and called anyone else after waiting 9 days for a service tech to show up he could not fix the problem and told me it would take a week to get the a comp,I called a company and bought a new unit never again will I deal with the people…
this is by far the worst warranty company on god’s planet,Be advised DO NOT USE THIS COMPANY!!!!!! They will weasel there way out of every honest repair they can, they use vendors that use historical parts warehouse’s that will have you waiting for weeks on parts ordered,instead of spending 5 dollars of there money for next day delivery, I got 1 big surprise for them this time
I Have Paid These Folks For The Past Two Years. My AC Went Out At Midnight On Tuesday And Finally The Service Tech Arrived Late On Thursday Afternoon. On Wednesday The Temp In My Bed Room Reached 111 Degree’s. The Service Tech Said He COULD Fail To Give Certain INfo To The So Called warrenty Company In Exchange For A Year Of Service From His Company.That’s Dirty Pool Folks Anyway You Look At It. Bottom Line They Would Not Fix Anything. I Had To Pay Out Of Pocket 165.00 For A 35.00 Part. Then The Sales Staff Came Out To Cell Me A New Unit For 2800.00. If Anyone Goes With This Company, You Are ON YOUR OWN !!!!!!!!!
SCAMMMMMM SCAMMMMMMMMMM SCAMMMMMMMMMMM DONT LISTEN TO THE LADY SALES PERSON SHE IS THE ONLY ONE WHO ANSWERS THE PHONES AND WHEN YOU PURCHASE FROM HER YOU WILL THINK YOUR GETTING THE WORLD WHEN REALLY YOUR GETTING NOTHING. SHE BAD MOUTHS EVERY COMPANY TO MAKE IT SOUND LIKE EVERYONE ELSE IS A SCAM AND THERE COMPANY IS GREAT. THE TRUTH IS I LEFT A GREAT COMPANY. WHEN SHE TOLD ME THEY WERE BIENG SUED BUT THE TRUTH IS DEALING WITH THIS COMPANY IS DEALING WITH THE BIGGEST CLOWNS. THEY DONT RESPOND TO CALLS AND BEFORE YOU EVEN PUT IN A CLAIM THEY DENY YOU. SCAM SCAM SCAM IM GOING BACK TO MY OLD COMPANY. DONT TRUST THAT LADY SALES PERSON SHES FULL OF IT AND IS JUST OUT THERE TO GET YOUR MONEY
I have been a contractor for FA for over 3 years and I have seen it all. FA is no longer using our company due to cost. Our company has an A BBB rating fully uniformed employees with minimum 3yrs experience and FA Chooses to use the lowest price contractor even if service is poor. They are currently using employees that were dismissed from my company for inability to perform job fuctions. The communication path is not open for customer or contractor and authorization agents often deny covered compenents or authorize non covered components. Look at complaint #105 That is our customer now he has to deal with Sears and you can see how happy he is with them.