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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Pages: « 10 9 [8] 7 6 5 4 3 2 1 » Show All
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Repeatedly refusing to provide service for legitimate claims, with stories on exclusions, no coverage, different problem causing the real problem. Really poor service, customer care. With such “insurance”, you may as well not have insurance.
As if there were more negative feedback required…Yet, adding my negative mark is the only way of returning all of the “great favors” FA has given me. 2 years, 4 service requests and hours of head ache, hold time and calling multiple people to get things done. The last service request has been the straw that broke my back. We are switching services asap. Save yourself the pain, go somewhere else!
Very very very very very disappointing. Throughout the year, I placed 3 different service calls and all 3 for different types of repair work. NOT ONCE was anything effectively fix. 2 out of 3 times, I just paid a private company that solved the problems.
Terrible service! I have had a claim in for 3 weeks now for my furnace. I finally called to see what was going on with it and they told me that they couldn’t get a technician to come out during the time frame that I requested. So instead of calling me to let me know to try and work around it… they just didn’t call to inform me at all!!! What kind of business does this? Then, they told me they wouldn’t pay to have a service company to come out outside of normal business hours and that either my wife or I would have to miss work to be home during the “time frame” they request. We all know how well that goes. This company is terrible.
Ugh..horrible.
First..it’s been over two months since reporting a problem w/ my dishwasher. It still hasn’t been fixed. They send out a “technician” (i use that word lightly) from Allen Appliance…he says he knows the problem and orders a part..i don’t hear back from anyone. I call and it’s going to take a month for the part. Well the part comes in and finally gets put in my dishwasher…what do you know..problem not fixed! But the tech already left w/o making sure the dishwasher was 100% working. So had to call and reopen another work order. another tech came back..blamed the first tech for everything and stated the first teck had quit. Anyway, he says it needs a new timer..says he’ll be back within a week to replace it.. I never hear from them.. I call and they say the part isn’t due for another 3 weeks!! Finally get part in and they install it…what do you know..problem not fixed. But the tech once again left w/o fixing the problem. Have to open new work order w/ a new appliance company because ALLEN APPLIANCE is horrible!! they never called back and have techs that have no idea what they are talking about. Anyway, my issue w/ FA is the face that they sent another company to look at the dishwasher (and it took a lot of complaining and yelling for them to send another company) and this guy comes..looks at it..says it can’t be fixed and that he doesn’t know what the problem is and that it needs to be replaced. He goes and enters a report to FA and he tells me they will be contacting me. Well i hear nothing from FA. I call them and they say they are waiting on the company to supply more info.. I say “what other info? he says it can’t be fixed!” Well they say he needs to call the mfgr and they need to confirm it can’t be fixed!! WTF!! 2 appliance company’s can’t fix the problem over 2 months after my initial complaint and they still won’t replace my dishwasher..!! I could go on and on about the problem i had w/ the oven but i hope the above story along w/ everyone elses is enought to stay away!
First American Home Buyers insurance company sent an A/C service technician from Courtesy Air, to evaluate our A/C problem. Courtesy Air is now trying to charge us an additional $800.00 for “extra uncovered costs” . Their technician actually told me that these charges are because First American doesn’t pay them enough for the repair.
Because Courtesy Air has a local reputation for price gouging and shoddy work, I paid for my own second opinion and that company (also a contractor for American Home) confirmed my belief that the $800 charges are excessive and unnecessary. American Home, specifically, Mr. Chad Frenzel, refuses to transfer our job onto another American Home contractor, and I refuse to allow anyone from Courtesy Air in my home. We are at a standstill.
Mr Frenzel told me that he is THE highest level supervisor at First American, and he has taken the stand that we have only one of two options.
#1 : let Courtesy Air do the job and pay them the extra $800.
or
#2 : take an insurance pay out of $500 and get the $1400 repair done on our own.
Neither of these options fulfill First American Homes contract with us that states we pay only a co-pay of $60 for each/any covered repairs.
At this point, First American and Chad Frenzel are effectively the muscle behind Courtesy Airs attempted extortion. Knowing that American Home will force it’s customers to use them no matter how outrageous their gouging, Courtesy Air inflated and manufactured additional costs confident that I would have no alternative but to pay. Surely this was not the intent of their policy prohibiting the changing of assigned contractors, and i would have hoped that after they were informed of Courtesy Airs actions, they would have refuse to be a party to their extortion. Still, they insist we use Courtesy Air.
These people lied and told me that I didn’t have to pay the co-pay, then sent me numerous bills for it. Plus it costs 100 dollars everytime someone comes out. They are not honest or professional.
I’ve had their coverage for 5 years It came with the house we bought, and have always been pleased with their service. They’ve always resonded in a timely, friendly manner. Some of the companies they use need an attitude adjustment, tho. Just once, when my AC broke down, they sent me an idiodic A/C company, who tried to screw me by quoting me extra costs, and work that didn’t need to be done, but when I complained to 1stAHW they got me another company, who came out on Memorial Day and were wonderful.
Sadly, they are no longer insuring Oklahoma residents, so I must find another Home Warranty company. They suggested AMS, but from everything I’ve read, I don’t think so.
I have had a number of chances to use my warranty service, and all of them have been mediocre or worse. They are reasonably effective at getting service personnel to my residence in a timely manner, but that is where it ends. Every time repair or replacement was required it took an inordinately long period of time to get the replacement part or in the case of my dishwasher, even though I had a top of the line model, their replacement offer was for one of the cheapest models available with virtually no advanced features. As for my latest experience, I have been waiting for an air conditioning compressor that I have been told was shipped 12 days ago. I have left 4 messages for the contractor with no return calls and all I got was the run around from the people at American Home Warranty. I am taking my business elsewhere.
Not surprised of the low ratings here…. I had a bad experience myself. I have an HVAC unit which was not cooling enough on very hot days, so I called First AM…the first tech they said recommended a replacement…FirstAM send a second tech for 2nd opinion… who said that everything was normal… so they sent a 3rd tech, who also recommended a replacement, as indicated in the report they gave me… however, firstAM called me and said the 3rd company said that everything was also normal…. so they sent a 4th tech… who came in on cool day… so he did see the problem…
firstAM said they will not send a tech anymore and not fix the problem
I reported my oven not working on July 14, 2009. They told me the parts were ordered, and finally on October3rd, they told me they would replace my whole oven. I have been in my house with no oven for over 100 days. Beware of this company, they sell lots of excuses.
To all the home owners that are looking for a home warranty please read!!!
I have been with First American Home Warranty for a decade, that’s 10 years. My house was built in 1989. During the first couple years of warranty, no major problem occurred, therefore, we didn’t really had the chance to test how good is the home warranty. However, as years goes by, our water heater, garage door, pluming, stove top, and garage disposal start to break down. Most of the time, first american warranty did their job, either fixing it or replacing it. However, it takes them a VERY LONG time and if people don’t follow up and hurry them, they will take as long as they can which means WEEKS.
What made me so mad that I actually write this review are first, sometimes, they will try to “cheat” you. They will give you some stupid made up reason so they don’t have to do the CORRECT coverage. I actually had to get a contractor to come out and inspect the problem and only to find out that First American’s contractor was giving me a incorrect reason.
Second, not to mention the process of the claims are long, in Sept. 2009, it was time for my warranty renewal. I realize that I did not receive any letters from them. So, I give them a call and only to find out that they are DENYING, and again DENYING service to me. I ask the representative, and the supervisor about whats going on. They said, “We don’t know the reason, it was a corporate decision, so if you want answers, please write to the Underwriting department. I was so MAD. For a home owner to have their home warranty denied with no PROPER notification, it is a very scary thing. Up to this date, I indeed wrote them a letter and still didn’t get any response. I ended up switching to another company.
Every time I file a claim, it takes over 2 months to fix the problem. The contractors they assign do not phone me back to schedule an appointment or worse, they do not show up. This has happened on several occastions. FA refuses to find you a second contractor
I was without AC and a major appliance for well over 2 months….
The “supervisors” even hung up on me.
Extremely poor service! A bureaucratic nightmare with procedure interfering with problem solving. I was talked into renewing since I have had the warranty for 10 years. I made a horrible decision. My water failed but becuase when they covered it last time (also a nightmare) they didn’t register it properly, Kenmore doesn’t recognize that we have warranty coverage and will only cover parts anyway. But because it should still be under the mfr warranty, First American won’t deal with the problem. They told me that the mfr warranty supercedes theirs. A fact they didn’t mention in the hard sell sales pitch I fell for. I will have to request reimbursement for the labor charges. But I will be out of pocket first. The bottom line is that it will be at least four to five days to replace a water heater in a home with children. If I didn’t have the “warranty” I would have had the problem resolved within 24 hours.
This company is a joke!!!
The gas company found a gas leak in our furnace and turned the gas off for safety. I immediately (as soon as the gas person left) called First American to initate a claim.
It took many calls by both myself and the contractor over four weeks just to get First American to send an order to the warehouse for the new furnace. When the contractor went to the warehouse to pick up the furnace, it turns out First American never did send the order to the warehouse. It took several more weeks of calling the contractor and the First American to ensure the order was sent to the warehouse.
Finally, after 6 weeks of no heat or A/C (temps have gone up to 94), the order was confirmed by the warehouse and the warranty company turns around and cancells our appointment due to an emergency!! WTF!! With 2 small kids in the house and temperatures dipping down to the 40s we have had to use space heaters for heat.
We are still w/out a furnace – hoping for a resolution.
First American is a rip-off!!
10 years of premimums, haven’t used them in 2 years, they send out a fake plumber who took 4 trips to replace a wax ring, same plumber sent out for a leaking faucet over my objections made it worse. First American reply? Tough Sh**
Fake plumber hangs up on me.
Had I had one bad experience I would say it was just a bad repairman, but I have used several contractors with this company only to have the same horrible experience. First, getting them to come out timely is a joke. A simple thing like replacing a ceiling fan took 1 month. Imagine this in Texas in the middle of July. The reason the contractor was having a hard time replacing my fan is because it cost $198 and he said he was only making $90 on the job,and AHW was not going to pay him the differnce. In essence he refused to make the replacement. After a month of back and forth with the ins. company, he eventually replaced it, but I felt he reboxed my old one and took it back to the store for a refend.
This was one bad experience, only to relive the same horrible experience with a water line leak in the slab. The plumber came out and looked at the broken line, said he would be back and I have not seen from him since. WHen I complained about the urgency of having no water during a swine flu epidemic, one of his assistant came out, and attempted a repair which did not fix the leak. The pumber no longer communicates with me, so I have to go through the insurance company. Their response is always he is on his way out. It is now 7 days without water, my faucets are have started backing up from dirt and grime, and still no plumber, and the insrueance company is now telling me they will not pay to repair the backup faucets as they are seconday damage.
I will not even mention my A/C service….This company is horrible,and I am getting out ASAP.
When you have a problem and it requires “uncovered expenses” they get down right nasty. 20 year old HVAC system, they want to keep repairing it year after year at minimal expense to themselves, major expense to you when the right thing to do is replace a system that has passed its lifespan. This is not “service, value and integrity” as they claim. They appear to be in league with the HVAC repair companies that jack up the fees for “uncovered expenses” to make profits. They even had one company “misdiagnosis” an issue to rape the customer. Find another company or open a savings account and save the money yourself, requires discipline, but worth it on the long run.
I wish there was a lower rating for this company. In short, they use the shoddiest companies; they promise call backs then don’t call; they tell you they have received your paperwork, then say they haven’t when you call back to find out what’s going on; if they don’t get the answer they want from the tradesmen, they send out another..in a few weeks ! My issue was my furnace, which turned out to be leaking carbon monoxide ! Even when faced with this life threatening situation, they tried to get out of doing anything. We went through 2 companies (because the first one they sent didn’t show up for the 2nd appointment !), before they told us we could arrange our own company to come out. After we did so, and the company sent in the report showing that we had a carbon monoxide leak, they insisted on sending out a FOURTH company making us wait with a carbon monoxide leak ! After weeks of fighting, chasing up phone calls (they NEVER called us!) and talking to “supervisors” who later turned out NOT to be supervisors, they replaced our furnace with the cheapest one which didn’t even meet the MINIMUM energy efficient standard. Then, we had to fight a few more weeks to get reimbursed for the fees ! It is a BAD IDEA to purchase a “Home Warranty” from 1st American.
This company is a joke. Was included with my purchace of my first home. It has been nothing but a nightmare dealing with them. It took me 5 weeks of fighting with them to get them to repair the ducts in my atic for my A/C. During the middle of the summer too. It was not untill the second repair tech that they sent out left his report by accident. What he wrote down was totally different from what he reported to the warrenty company. So I had written proof that they were commiting fraud and not following their contract with me. After bringing that up they sent someone out to spend 30 minutes fixing my ducts. 5 weeks of stress and suffering for 30 minutes of repairs. Made a claim for my doorbell. 25 days latter no phone call from anyone so I finally fixed it myself. I called to cancel that claim and next day a electrician called me to come out and take a look at my door bell. Been 26 days since my claim on my water heater and the sounds due to sediment, which is covered under my contract. Their responce was we will not do anything untill the water heater fails. So I guess I will have to wait untill then. Once again they are not following the contract that they send you. Be prepaird to fight to get anything covered from this company.
WHAT A JOKE,
Ive never, ever,ever, ever, paid a company that would argue with me over the phone. These guys think that we are as dumb as the day is long. I just purchased my first home ever and of course my dishwasher goes out on me in the 3rd week. The machine has to be at least 8 years old and is in bad need of replacement. I called my FIRST AMERICAN in order to fix the problem and the response time was ok it took 2days. Im ok with that no big deal. The tech comes out and fixes it in 10 min!!!! says i have a button stuck and there is no need to replace my unit. Even though he made the comment as he approached the unit “wow i havent seen one of those things in years”!!! I had to pay him $100.00 4 a 10 min repair and thats not the worst of it i called the Tech company that sent him out and they told me that a service call such as the one i just made would have costed me $40.00 but thanks to First American i got screwed outta $100.00. After calling them to try to find out why i got the run around with the customer service rep. got bounced around to a “so called” manager who gave me the runaround and they both argued with me as to it was my fault i didnt know how to properly diagnose a dishwasher!!!!
Since when is it the customers fault and why do we get argued with when its our money they are throwing away????
I have cancelled my contract and will never ever,ever, ever deal with these clowns again!!!
WHAT A JOKE!!!
I’ll try and be short here. I just purchased my very first home and went with FAHW. I had a water problem that resulted in the stuff coming through my floor boards into my basement. First American was called, they sent a “so called technician” and he told me without looking that my plumbing hook-up was illegal and that voided my warrenty. He then gave me an estimate of $1200. First American was called and they told me that they had to go with what the tech said and that I couldn’t have a second opinion. I asked to speak to a supervisor and was told NO again!!!Needless to say there will be no more First American in my future.
ATTENTION!!!
To all First American Warranty contract holders –
If you want your claim handled in a timly and proper manor e-mail the senior manager Barry Miles at bamiles@firstam.com
also if you have to threaten to take your issue to the media that always seems to get the ball rolling.
This will work, trust me this info is comming from inside the company.
I hope this helps.
Very poor customer service…….
I called for Air conditioning problem.The technician came and he was trying to make money like telling that he can change the duct since it is not good.He first told that coil not working properly and he can change it for some money.Atlast they ended up saying it was poor maintenance and they cannot cover maintenance issue and it was design problem the AC is not working properly.Such a bad customer service and technicians.
contracter south carolina, do not purchase a contract with first american, all theyre service providers are made to agree to flat rate of 125.00 each call no matter how many tasks are on one ticket, with these numbers the contracter a contracter can not aford to due whats in the clients best interests,when your not getting the service you paid for ,just ask for a cash out, and get some of your money returned, it works every time, screw them before they screw you. and truct me it will happen. good luck