Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted *** on 4/19/25 that our AC was not working. They didn't show up until 4/22/25 while in S ***** it is 97% humidity and getting hotter. The technician showed up in a 4-door sedan, with no ladder, to a coastal, 12' stilt house. Our outside unit is 9 years old and rusted out and now 4/24/25 they want to replace the rusted out condenser but we have to pay $750, for what they cant explain well. We agreed to move forward because we didn't have a lot of other options. 2 days later, we are still waiting. Now, it's getting into the mid-upper 80's and still 97% humidity! Very uncomfortable and hard to sleep! It's been 6 days and they cannot tell me when we will get our part and when it will be installed. Every time I call, it's always they have approved for the contractor to do the work when I have talked to the contractor and he tells me differently, etc. I have to make them call the contractor and then they say they left a message and that's all they can do. They don't want to do this work for us and do it in a timely manner.

  

  Business Response

  Date: 05/01/2025

  First American Home Warranty Corp (First American) will like to apologize for any delays or inconvenience the consumer may have experienced during the handling of their claims.

  According to our records, on April 19, 2025, the consumer placed a claim for their air conditioner not cooling. First American dispatched independent contractor ***************************** who reported compressor failed. First American authorized the replacement of the compressor with modifications on April 23, 2025. Please see Limits of Liability number four:

  Company is not responsible for consequential, incidental, emotional distress, pain or suffering, tort or exemplary damages, secondary damage, loss resulting from the malfunction of any Item, or a Service Providers delay or neglect in providing,or failing to provide, repair or replacement of an Item due to shortages of labor and/or materials, or any other cause beyond our reasonable control.
  
  On April *******, First American spoke to the consumer about the $750.00 modifications needed to complete the compressor replacement. On this same date the consumer accepted the modifications for the compressor replacement.First American advised independent contractor Weather ********************* that the consumer agreed to proceed with the modifications.
  $450 copper mod
  $300 electrical mod
  $750.00 total

  On April 24, 2025, First American spoke to the consumer and they advised that they wanted to proceed with the cash in lieu of the replacement compressor.  

  First American has reviewed the consumers air conditioner claim and spoken with the consumer. First American has processed the cash in lieu of the compressor and labor in the amount of $589.93. Please allow 7-10 business days for the processing and mailing of the check.

  First American considers this claim closed.

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, them saying they have no responsibility for the delays when we called incessantly every day asking for help, is ludicrous. Also, they left out a lot of detail that happened during the seven (7) days we were waiting for AC in *********** in 80+ temperature and 97% humidity!
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company on February 18, 2025 to accept a payout for their services that were unacceptable, as an option in my contract. At that time, I requested the cancellation of my policy. While checking our credit card activity we noted subsequent billing for the months of March and April that were paid to First American. A review of my policy on their website indicated it had not been canceled at my request in February.I contacted the company inquiring as to why my policy was not canceled on February 18th. I was told that because I accepted the payout for services they did not perform, my policy was not canceled, and I needed to re-contact them a 2nd time to cancel the policy. Since I call on April 22nd that would be the cancelation date. I have talked to several agents in the customer retention division and was told the same. I was told a supervisor would call me back on the 22nd as of this time and date, no call back. I think that this is an unacceptable answer as I am the customer and requested the cancelation in February and it was the company that disregarded my request and continued to bill me. This was verified by their customer service personnel's notes.

  

  Business Response

  Date: 04/25/2025

  First American Home Warranty (First American) apologizes for the delays and inconveniences the consumer experienced with their cancellation request.  First American's records indicate the consumer requested to cancel their warranty contract on February 20, 2025.  First American advised the consumer the cancellation would be delayed until their washer claim cash payment had been processed.  The cash payment was processed and the claim closed but the follow up cancellation was not completed.  The consumer contacted First American on April 22, 2025 and on April 24, 2025, requesting the cancellation be processed and to be refunded the $195.66 that had been charged to their credit card for the March and April payments.  First American processed the cancellation and back dated the cancellation to February 20, 2025.  A refund in the amount of $195.66 was issued to the consumer's credit on April 25, 2025.  The consumer should allow 3-5 business days for their financial institute to credit their account.  ******************************************* appreciates the consumer patience in this matter.  

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home warranty policy with First American Home Warranty. When my HVAC system stopped cooling, I filed a claim. They sent out one of their contractors (Air Zone ******************* who advised me the repair would not be covered due to lack of maintenance, and offered a $10,000 replacement quote. He did not file a diagnostic report with First American, as required. I later learned from First American that had he submitted the report, the replacement would have been fully covered under my policy.Because I was misled, and needed cool air in the Florida heat I proceeded with a different company and financed $7,400 out of pocket for a new HVAC system. First American later acknowledged I had valid coverage and issued only a partial reimbursement ($3,149.39), claiming it was based on their internal contractor rates. Their own contractors failure to follow procedure directly caused this loss, and I believe I am entitled to full reimbursement.I am filing this complaint due to the financial harm caused by deceptive or negligent conduct, and I request further investigation.

  

  Business Response

  Date: 04/22/2025

  First American Home Warranty (First American) has reviewed the consumer's claim.  First American's records indicate the consumer placed a claim for the air conditioning system not cooling on March 30, 2025.  First American dispatched the claim to independent contractor Air Zone Air Conditioning and Heating who on April 1, 2025, diagnosed the unit needing to be cleaned prior to any repairs being completed.  The contractor advised the consumer that First American does not cover to clean the equipment.  The consumer may refer to their warranty contract section Limits of Liability 14 which states:  "This Contract does not cover routine maintenance."  On April 10, 2025, the consumer contacted First American and advised they had replaced the air conditioning system outside the warranty contract and requested to be reimbursed for the system replacement stating the contractor had informed the consumer that First American would not cover the repairs or the replacement.  First American reached out to Air Zone Air Conditioning and Heating and the contractor stated they had informed the consumer that the maintenance the system needed would not be covered by First American and had given the consumer a bid to complete the maintenance.  The contractor provided First American photos showing both the evaporative coil and the condenser impacted with dirt and debri.  The contractor indicated due to how impacted and dirty the system was they were unable to accurately test the unit and provide a full diagnostic report as to what or if any mechanical malfunctions the system could have.  The contractor also advised they had provided the consumer a bid for a full system replacement should the consumer choose to go that route versus spending the money to clean the severely impacted and dirty equipment.  First American advised the consumer that First American does not cover for repairs or replacement outside the warranty contract.  The consumer may refer to their warranty contract section Important which states:  "Company will not reimburse you for services performed without prior approval. Company has the sole right to choose a Service Provider."  Because the consumer did have coverage for repairs or replacement of the air conditioning during the time their warranty contract was in effect, and as a courtesy First American provided a cash payment for the evaporative coil and condenser replacement based on First American's negotiated rates with the contractors and suppliers.  The consumer may refer to their warranty contract section Limits of Liability 15 which states: You and Company may agree on payment of cash in lieu of repair or replacement. Payment is made based on Companys negotiated rates with its suppliers, which may be less than retail. If you accept cash payment, you are required to repair the Item or provide a new replacement and send proof of repair or replacement to Company. The Item will not be covered under this or future Contracts until such proof is provided."  First American mailed the cash payments to the consumer on April 18, 2025.  The consumer should allow 7-10 business days for the receipt of the checks.  Per the consumer's request their warranty contract was cancelled on April 10, 2025.  First American considers this claim closed.  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23235682
  
  I am rejecting this response because:

  Thank you for your response, but I must respectfully dispute several key aspects of your summary.
  
  1.The technician from Air Zone did inform me the unit needed to be cleaned before any repair or replacement could be done. However, he clearly told me that the cleaning would not be covered under my warranty and that neither would the repair or replacement. Based on that conversation, I had no reason to believe I would be eligible for coverage under the contract. He sent me two direct quotes: one for a $1,000 cleaning and another for a full system replacement, rather than submitting any findings to First American.
  **** my prior claim I submitted for my washer, that technician submitted his report and quote directly to First American, not to me. That process was handled completely differently. In this case, Air Zone bypassed your company, spoke directly with me, and gave me prices out of pocket, which is inconsistent with your standard policy.
  3.The technician from Air Zone even offered me a $1,000 discount on the replacement cost specifically because I was a First American customer, indicating this type of situation may not be uncommon.

  4. A week after Air Zone came out I emailed them and exactly one week later they said they have not submitted the report to First American yet.

  **** a ******* resident, I couldnt wait indefinitely without air conditioning in peak heat. I acted based on the assurance from your authorized contractor that there was no path to warranty coverage, and I believe that was either inaccurate or intentionally misleading so this Air Zone technician could receive a commission.
  6.Youve acknowledged that I was under valid coverage at the time of the claim, yet Im being penalized for your contractors failure to follow protocol and your companys failure to manage the claim promptly. Your checks totaling $3,149 are appreciated, but they ********* short of the $7,400 I paid out of pocket for a full HVAC system replacementsomething that could have been avoided had your contractor followed procedure or been transparent about the process.

  Had I not been mislead I would have waited for Air Zone to submit their report so First American could determine next steps to either repair or replace my hvac. I understand what the contract states. I would have had no problem cleaning it out of pocket in order for it to be fixed under my home warranty. 

  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/24/2025

  First American Home Warranty's response remains the same.  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23235682
  
  I am rejecting this response because:

  First American Home Warrantys position remains unchanged, but I continue to disagree with how this situation was handled.
  
  I placed a claim in good faith, expecting coverage under my home warranty. The technician they dispatched from Air Zone told me directly that the issue would not be covered due to lack of maintenance and insisted I would need to pay $1,000 out-of-pocket just to clean the system before any repairs or replacements could even be assessed. He also sent me a direct quote to replace the unit for $10,000, which I declined. At no point did he offer to submit a repair or replacement request to First American for coverage, as he should have.
  
  Because I was told coverage was not available, and I live in ******* where air conditioning is essential, I felt forced to move forward with a replacement out of pocket. I later learned from First American that had the technician submitted a report, my claim would have been covered. This was never communicated to me at the time, and I had no reason to doubt the technicians authorityhe was sent by First American, after all.
  
  Additionally, I received a $1,000 discount from the replacement company (************) because I was a First American customerfurther indicating I was misled into purchasing a system I now know could have been covered.
  
  This situation reflects either a serious miscommunication between First American and their contractors or an intentional sales tactic that misled me as a customer. While I appreciate the partial reimbursement, it does not cover the full cost I was forced to take on based on faulty information.
  
  Ive filed a complaint with the Florida Attorney General

  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/28/2025

  First American's response remains unchanged.  First American does not reimburse for repairs or replacements done outside the warranty contract.  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23235682
  
  I am rejecting this response because: 

  The core issue in this dispute is not a misunderstanding of coverage terms, but the deceptive conduct of First Americans assigned contractor, ********, who acted as their authorized agent. The technician intentionally misrepresented the warranty coverage, discouraged me from pursuing repairs through First American, and pressured me into a full HVAC replacement directly through his own company, from which he stood to benefit financially.
  
  Due to this conduct, I was denied a fair opportunity to receive covered service under my home warranty. This constitutes a breach of contract and bad faith, as First American is liable for the actions of their selected service provider. Therefore, First American cannot enforce the prior approval or cash in lieu clauses to deny reimbursement, as those protections are void when their own agents misconduct created the loss.
  
  To date, First American has avoided directly addressing this misconduct. I request full reimbursement of the cost incurred for the system replacement, as I would not have proceeded had I been properly informed of my rights under the warranty.

   

  I would like a clear response from First American on this core issue they have yet to address. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had first American home warranty for over eight years over 3 weeks ago our oven wasnt working and they sent out someone to fix it . We were told he couldnt fix it and the parts were not available , that was three weeks ago now they say we have to find our own technician and they will pay up to $290. Dollars for an approved technician because they cant find another technician but they expect me to do it !What happened to if we cant fix it we will replace it !! Iam 65 years old and my wife has stage 4 small cell lung cancer!!!

  

  Business Response

  Date: 04/23/2025

  First American Home Warranty (First American) apologizes for the delays and inconveniences the consumer has experienced with their range claim.  First American's record indicate the consumer placed a claim for their range on March 28, 2025.  The claim was dispatched to independent contractor ***** who diagnosed the unit needing a clock/electric timer.  ***** contacted First American and advised they were unable to locate the needed part and requested First American supply the part.  First American was also unable to locate the part so the consumer was offered the option of locating a contractor outside the warranty contract that could either supply the part or pull and send the part in to be rebuilt.  The consumer declined the option so First American has offered a replacement option to the consumer.  At this time the replacement offer is pending the consumer's approval.  Once the offer has been approved First American will order the new range and will follow up with the consumer throughout the delivery and installation of the new unit.  First American considers this claim pending.  

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pretty sure beginning of march we called to let them know are air conditioner was making a lot of noise they sent out a company for $80 and when guy pulled up I was standing in front and heard him telling a coworker on speaker phone how to handle theses type of calls let the customer know insurance wont cover problems and upsell so I tried recording the call I still have it well then he went on roof to check unit and did exactly that said cause it was still working they wont cover mind you it sounded like it was coming through roof tried to sell me new unit I told him I guess I have to wait till its doesnt work he left then it broke done 4/10/25 95 degrees out my wife called they said somebody would call us and be out within 48 hrs well he called Thursday when it went out and told me he couldnt get here till Sunday we called insurance back and said it was unexceptable they said hold on then said he would be out Saturday morning we had no choice if they called someone else it would be another 48 hrs so he shows Saturday knowing unit is on roof without ladder luckily I have one now hes on roof telling me its blower fan and motor he needs ok from insurance on Monday but proceeded to tell me they dont cover rerouting wires Iits going to be $315 I know from experience theres no rerouting but dont say anything cause I need air so they ok it and they tell me its going to cost $590 now Im ****** but need air so I tell him just come and do it but Im gonna go up on roof with you he starts yelling hes 62 years old and that Im saying hes ripping me off and cussing at me and said call somebody else so I hang up call insurance they offered a buyout but would take 3 days to find out how much I called another company and paid to have it done next day then get call say $135 was buyout I paid $645 we are seniors they are scammers insurance and both companies I paid $80 to both companies to come out I lost money on this scam

  

  Business Response

  Date: 04/24/2025

  First American Home Warranty Corp (First American) will like to apologize for any delays or inconvenience the consumer may have experienced during the handling of their claim.

  According to our records, on April 10, 2025, the consumer placed a claim for their air conditioner not cooling. First American dispatched independent contractor Freeze and ************* HVAC and Refrigeration who reported the blower wheel damaged the blower motor. First American authorized the replacement of the blower motor and the blower wheel with modifications. Please see Limits of Liability number seven:

  Company is not responsible for the following: any corrections, repairs, replacements,upgrades, inspections or other additional costs to comply with federal, state or local laws, utility regulations, zoning or building codes; paying any costs relating to permits, haul away fees, construction, carpentry or relocation of equipment; gaining or closing access to Items except where noted in this Contract; and, alterations or modifications made necessary by existing equipment or installing different equipment except where noted in the Central Air Conditioning section of this Contract. Company will not alter structure to effect repair or replacement, nor refinish or replace cabinets, countertops,tile, paint, wall or floor coverings or the like.
  
  On April *******, First American spoke to the consumer and they agreed to the electrical modifications in the amount of $590.00 for the blower motor and blower wheel installation.First American advised the independent contractor Freeze and ************* HVAC and Refrigeration, the consumer accepted the electrical modification cost of $590.00, and to contact the consumer and set an appointment for installation. On this same date, First American spoke to the consumer who requested the cash in lieu of the replacement blower motor and blower wheel.

  On April *******, First American offered the cash in lieu of the blower motor and blower wheel replacement. The consumer accepted the $135.00 cash in lieu of the blower motor and blower wheel replacement.

  First American has reviewed the consumers air conditioner claim. First American has reached out to the independent contractor Freeze and ************* HVAC and Refrigeration for additional information on the pricing of the blower motor and blower wheel. First American will be contacting the consumer with the updated information.

  First American considers this claim pending.

  
  

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a service about my garage door chain issue on last Monday (04/14/2025). In the process, the representative from First American Home Warranty (***) company decided to assign a contractor called ******* Garage Door, which did the service on the same door a couple of years ago. During the old service, they started adding one after another when they came to fix the broken spring issue only and took another ~$600 apart from what I pay to FWH as premium (~$65/month) and (~$95 per service request). With that said, I requested another contractor so that I have a fair service, but *** still assigned the same vendor intentionally event after they promised to send another vendor. Today they came and as usual they are asking for more money to fix issues when they came to fix the broken chain issue. Please also note that *** rejected my claim after they took $95 service fee apart from the monthly premium and I clearly talked to *** about the issue. I agreed to file the claim when they said that the parts are covered under my coverage, but after the contractor landed at my home today. Unfortunately, *** does this deliberately and repeatedly - in this case, it seemed like they take premium and service fees to just to get contractor why they like so that they get the whole cost from the customer. Please investigate and help.

  

  Business Response

  Date: 04/23/2025

  The consumer submitted a claim using our Interactive Voice Response (IVR) system, which automatically assigns an independent contractor. The consumers allegation that First American intentionally assigned a contractor with whom he has had previous disputes is unfounded.
  

  As outlined in the service agreement, a service call fee is required each time a claim is filed. The monthly contract fee covers services as specified in the agreement. The consumer has been a contract holder since 2022 and is familiar with the terms of coverage.
  

  The independent contractor, *********************************, diagnosed the issue as a failure involving the garage door and rollers. According to the terms of the contract, garage doors are not covered items. If the consumer wishes to contest this determination, he is welcome to obtain an independent evaluation at his own expense and submit the report for further review to ************************.  Upon receipt, First American will review the report and consider potential approval and reimbursement for services performed by an outside provider.

  
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23219426
  
  I am rejecting this response because: FWH is lying. I specifically asked the representative about the coverage before I filed the claim. I specifically mentioned about the issues. Somebody also mentioned that they are assigning someone else and still they went ahead to assign the same contractor. My question is that if the issue was not covered, why did they file claim? It was NOT at all automated. Please ask them to check their call logs to find that. They deliberately did this so that they can make money from me just by engaging the contractor so that the contractor can get their cost from us.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 04/23/2025

  Good morning!! As we chatted today a bit, I am attaching my contract detail
  which says that the garage door is covered under my contract. Also, to
  emphasize on my points below -
  
  
  1) *********** request was submitted by a representative over a phone
  discussion after I validated the coverage and explained my issues. She
  initially assigned the ******* garage door company and pulled back after I
  said that I want to get someone else.
  
  
  2) One of the representatives mentioned about another company called Apex,
  but somehow, they rolled back and assigned the same ******* company.
  
  
  3) 2 years ago, when the ******* company came, they charged ~$650 apart
  from what I pay as premium and service fee. As usual, this time, they were
  asking for all the additional amounts, which I made aware of to the
  representatives. I don't understand why they will still send the same
  company without my consent.
  
  
  4) I also made several attempts to talk to someone and they are
  automatically forwarding my calls to voice mail for at least 3 times and
  nobody responded so far.
  
  
  5) They also renewed and increased the service fees without my consent to
  start this year's contract.
  
  
   
  
  
  As a resolution, if they don't address this issue reasonably, I would
  request your help that FWH pays back all the fees and the premium they

  

  Business Response

  Date: 04/24/2025

  The contractor has confirmed that the issue lies with the doors and the rollers attached to them. As outlined in the contract, doors are not covered.
  

  Regarding contract renewals and any potential fee increases, all First American customers receive advance notice before any changes take effect. This ensures customers have the opportunity to either renew their contract or cancel their service.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23219426
  
  I am rejecting this response because: FWH is liar. They never sent any note about the changes and contract renewal. Please send me the consent that I agreed upon about the increased fees. Also, why did you send the same contractor without my consent event after I rejected? If the door issue was not covered, why did your service representative lie? You also lied in the previous note that the garage door was NOT covered. Why? Did the same ******* report the door when they came just 2 years ago? if not, why not?

  Please refund all my money because you cheated and misled about the contract and cancel it. I will escalate further if you are not disclosing about the chat that I had with 2-3 contractors and ignoring my messages.

  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/25/2025

  The consumers contract was renewed on 09/14/2024. Notices regarding renewals, including any contract changes, are typically provided within 30 days of the renewal date. The consumer has been making the adjusted payments for eight months without raising any concerns or disputes about the changes until after submitting a claim on 04/14/2025, which resulted in an unsatisfactory outcome.
  

  In our initial response, First American explained the reasoning behind the assignment of the independent contractor.
  

  Additionally, First American provided guidance on how the consumer may proceed if they wish to continue disputing the claim denial.
  

  Please note, all prior payments made to contractors will not be reimbursed.

  Should the consumer have further questions or concerns, he may reach out to ***** ****** at ************. 

  
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23219426
  
  I am rejecting this response because:

  FWH didn't give any notice about the renewal, increased premium, and increased service fees of $95. They are also lying about any suggested dispute resolution as they ignored my voice mails for last two weeks as my garage didn't work for last two weeks. Rather they deliberately forwarded my calls to voice mails to ignore.  Please ask them to send all the proof of their notices about renewal and fee increases and phone conversations.

  I spoke to their representative called **** yesterday to cancel my contract, and he said that as I took a legal route by sending a complaint to BBB, they wouldn't refund my fees and premium which they charged illegally and unfairly without my consent by sending the same contractor. By sending the sending the same contractor deliberately, they violated the whole contract as they were noticed in advance about the issues and at least two the representatives from *** were made aware of before they sent the same contractor. Any reasonable personable can understand that the contractor was not independent anymore as they went sent the same contractor without my consent and they also agreed to send ****, but they didn't do that.

  Regarding the fee increase, I was very surprised as it was too high, and I told them also. Since they took so much of premium, I thought of availing the service with a validation of the coverage of my garage door issue and a different contractor. In both, they failed to fulfill their commitment towards the contract which was agreed up with their representatives.

  Therefore, you have to let me know how the contract was valid. Anyway, please let me know the legal action to be taken so that *** cannot chat and misled other customers.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/28/2025

  First American does not provide legal advice.

  First American's response to the matter remains unchanged and considers this matter now closed.  Should the consumer wish to cancel the contract, he may refer to his contract under the Cancellation section. 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23219426
  
  I am rejecting this response because: FWH clearly cheated and misled. If they have guts, please share all the detail conversations to the public. Please send me all the text of our conversations since the day and all contract records.  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,I called **** customer service couple of times already *** my concern with the company assigned to my service request. I am currently in the military and have a hard time in getting home early as far as the company's request for me to be home between 10am-2pm unless. I explained that the earliest I can be home on a good day will be 1pm but the insist that it's too late and FAHW doesn't pay overtime. The customer service did try to escalate and asked his supervisor but didn't push through. Please see attached screenshot of conversation between me and the *********************************

  

  Business Response

  Date: 04/23/2025

  First American Home Warranty Corporation (First American) would like to apologize for any inconvenience the consumer may have experienced. First Americans records indicate that on April 4, 2025, the consumer placed a claim for plumbing Leaking water on the garage ceiling. First American dispatched independent contractor Critical Plumbing Repair (Critical Plumbing) to diagnose the failure. Critical Plumbing attempted to schedule service; however, the consumer is only available for weekend service. On April 17, 2025, First American dispatched independent contractor ************, who scheduled an appointment with the consumer for Saturday April 26, 2025, to diagnose the failure.
  
  First American will continue to follow up with the consumer to ensure service is provided. Thank you,

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kristha *****

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay my monthly fee to this company with no interruption. Yet, the moment I set up a service request for my washing machine, it's been 2 weeks and no one has come out to service, no resolution for the no shows, my time, my patience, and health have taken a toll due to their inadequate service and attention to the matter. And to think I referred this company over to a family member, which was a big mistake on my part. This will be my last year with them, once my contract is over, so am I.

  

  Business Response

  Date: 04/24/2025

  According to First American Home Warrantys (First American)records, the consumer placed a claim for their washer, reporting that it was not spinning and was leaking water into the tub after a cycle. The consumer later noted that the agitator had also stopped functioning.
  
  First American dispatched an independent contractor, ***** (Appliance),to diagnose the failure. Unfortunately, the first scheduled appointment was missed due to the technician falling ill. A second appointment was also missed because the technician was delayed at a prior service call. A third scheduled visit was canceled by the technician.
  
  Recognizing the delays and inconvenience, First American made several attempts to secure an alternative service provider. However,despite these efforts, no other contractor was available in the consumers area at that time. As a result, First American contacted the consumer to offer the option of hiring their own licensed contractor, with the assurance that First American would reimburse the cost of the diagnostic and covered repairs.
  
  The consumer agreed to this reimbursement option and later informed First American that their hired contractor identified the issue as a failed agitator and valve, both of which would need to be replaced. The parts are expected to be available by April 25th.
  
  In acknowledgment of the inconvenience experienced, and as a gesture of goodwill, First American has issued a refund of the service fee to the consumer.
  

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a home warranty. We asked them to replace/repair our refrigerator because it quit working. They scheduled a contractor three times and they didn't show up. After almost three weeks, they gave permission for me to schedule my own contractor. I had them come within a day and it was confirmed that the fridge was not operable and need to be replaced. They said to wait and they would find a replacement. They found an inferior fridge without our options and we declined it. Then said it was the only one they would supply or we could take their buyout option of $1984.00. I took it and had to go shopping for a suitable replacement and found it for $2711.00. Request the difference of $727.00.

  

  Business Response

  Date: 04/22/2025

  First Americans records indicate the consumer placed a claim for their kitchen refrigerator not cooling or freezing properly. First American dispatched ********************* to diagnose the failure. However, on March 31, 2025, First American authorized the consumer up to$125.00 to hire an independent contractor to diagnose the failure to the unit. On April 4, 2025, the consumers contractor, ******************** reported the kitchen refrigerator needed to be replaced because the compressor had failed. First American authorized the replacement and offered a new ******* kitchen refrigerator (RF32CG5400SR). However, the consumer did not accept the unit because they indicated it was not compatible the current unit. First American sustained the replacement offer. As such, you were provided with a cash payment of $1,984.25 in lieu of the replacement. The check was mailed on April 8, 2025. Upon further review, First American revised the replacement kitchen refrigerator and offered LG (LRMXS2806S) to include the additional drawer in question. At this time, the consumer has the option to accept the new kitchen refrigerator or the cash payment.

   

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a warranty contract with First American Home Warranty, which I believed would provide reliable support. On March 25, 2025, I reported a gas smell and promptly placed a service call. A technician visited my home on March 26, 2025, to order parts for my stove. However, after receiving the parts, numerous repair appointments were scheduledavailable between 8 AM and 5 PM on March 30, April 1, April 2, April 3, April 4, April 5, April 6, April 8, April 11, and April 16, 2025. Regrettably, all these appointments were canceled, forcing me to take time off work and wait at home without resolution.I have continuously requested permission to use a different vendor to repair my stove, but I was told I must remain with ***** since the parts had already been ordered. This situation has been escalated four times, and it is unacceptable that I still have not received a resolution. I urge First American Home Warranty to address this issue promptly and provide the service I am entitled to as a customer.

  

  Business Response

  Date: 04/23/2025

  First American Home Warranty Corp (First American) will like to apologize for any delays or inconvenience the consumer may have experienced during the handling of their claim.

  First Americans records indicate on March 25, 2025, the consumer placed a claim for their oven range leaking gas. First American dispatched independent contractor ***** (************** who reported gas valve failure. ***** (Appliance) ordered the gas valve and shipped them to the consumer.

  On April *******, First American was advised by the consumer ***** installed two parts and that the range was not working. First American reached out to ***** and was advised they would return on April 10, 2025. Please see Limits of Liability number four:

  Company is not responsible for consequential, incidental, emotional distress, pain or suffering, tort or exemplary damages, secondary damage, loss resulting from the malfunction of any Item, or a Service Providers delay or neglect in providing,or failing to provide, repair or replacement of an Item due to shortages of labor and/or materials, or any other cause beyond our reasonable control.
  
  On April 16, 2025, First American spoke to the consumer who advised **** (Appliance) did not show for the previous appointments. First American advised the consumer we would reach out to independent contractors in our network to install the gas valve. On this same date, the consumer advised they located a contractor to install the gas valve for April 17, 2025.

  First American has reviewed the consumers range claim. First American has spoken to the consumer and reviewed the invoice from their outside contractor. The consumer paid ***** (Appliance) to complete the installation.First American has processed the cash in lieu of the repair of the range in the amount of $319.95. Please allow 7-10 days for the processing and mailing of the check.

  First American considers this claim closed.