ComplaintsforFirst American Home Warranty

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  American Home Warranty calls me multiple times per day from different numbers. I called the ****************************************************** from their call list but the calls continue. I have blocked several of the numbers but then the calls still goes to voicemail and they continue to leave several messages per day.

  

  Business response

  09/18/2024

  We can confirm the consumer will not receive any additional correspondence from us.

  Customer response

  09/18/2024

   
  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

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear First American Home Warranty,I purchased my home warranty on June 21, 2024, and Ive been unable to log into my account for weeks. Despite promises of assistance and a call claiming Id receive a temporary password, all I was sent was a link to the website, which still doesn't work.This situation has been very disappointing, especially as your service came highly recommended. In addition to resolving the login issue, I believe proper compensation would be to offer us two free exemptions from copay, as it is my understanding the copays are $75 per incident.This matter needs to be addressed immediately, and I request that someone who can resolve this issue and provide clear, step-by-step instructions contact us as soon as possible.Thank you for your prompt attention to this matter.Sincerely,*******************

  

  Business response

  09/19/2024

  First American Home Warranty (First American) would like to apologize for any inconveniences the consumer experienced utilizing our warranty contract web site.  First American's record indicate the consumer contacted First American advising that they could not access their warranty contract online.  First American's tech support reached out to the consumer to try and resolve the issue but was unable to reach them on September 10, 11, and 12, 2024.  On September 12, 2024 First American emailed the consumer a temporary password to try and assist in them accessing their contract.  On September 13, 2024, First American contacted the consumer and the consumer advised they had received the link but not the temporary password.  First American tech support advised the consumer on September 18, 2024, that his account had been reset and he would need to go online and re register his account and he would receive an activation email and to follow the instructions in the email.  Later that same First American's tech support contacted the consumer and was able to assist the consumer in creating their online account and accessing their warranty contract.

  First American considers this claim closed.

  Customer response

  09/19/2024

   
  Complaint: 22278028
  
  I am rejecting this response because: Thank you for your response. I would like to address the series of events as outlined and provide my perspective.
  First, while I understand that First American attempted to reach me on several occasions, the failure to connect was due to missed appointments on their part. Each time, I made myself available as scheduled, yet no follow-up calls were made at the agreed-upon times. This has been a recurring issue throughout my experience with First American.
  Regarding the email with the temporary password, it was indeed sent after several days of waiting, but the links provided initially did not work. When we finally resolved the issue, it became evident that the technical support agent had neglected to include the temporary password in the original email, further delaying the process.
  Throughout this ordeal, I have been transferred from one representative to another, with no clear resolution in sight. I estimate Ive spoken to over 6-8 different representatives, with at least four missed appointments. This prolonged struggle to get technical support, paired with an inefficient phone system, has led to considerable frustration.
  Given the time and effort I have spent, including time off work to accommodate missed calls, I believe it is only fair to request compensation for the inconvenience. Specifically, I am requesting a reimbursement of two service copays, totaling $150, to account for the time and frustration caused by First American's handling of this matter.
  I appreciate your attention to this issue and hope for a swift resolution.
  
  Sincerely,
  
  *********************

  

  Business response

  09/20/2024

   "We apologize for the inconvenience the consumer had encountered with our online portal system. In the interest of customer service and as a gesture of goodwill, we have issued the consumer a service fee credit of $85.00 which he may use to place any future claim with. Please note,  the service fee credit will expire June 20, 2025 which is the expiration date of the contract."

  Customer response

  09/20/2024

   
  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. Thank you 
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/27/24 we requested a service for our HVAC to be checked due to not working well and the contractor that came out stated the 31 year old system just needed clean and had some mold growth. 9/3/24 we hired our own HVAC to come and clean the system due to the warranty not covering and was determined to have some mechanical issues with the rusted coils and they could not clean without causing more harm. It was also determined that the coil could start causing Freon leaks and a crack is forming that could start releasing carbon monoxide. I called the warranty and they stated they would put in a request for replacement. I then called for an update 9/6/24 and was told it was denied and they needed to send a second opinion contractor out and that the warranty would give me a call to set up an appointment within ***** hours. I was also told that the warranty would not cover replacement as this was a future problem and was currently leaking. As of 9/10/24 I have received no calls or concerns from the warranty regarding this matter. I have an auto immune disorder and this is a major health concern that the warranty was not worried about. The warranty is supposed to cover replacement of ****, however refused to help with the matter. We had to cut into our savings to buy and pay for our own HVAC replacement due to this matter as it was a major health concern due to carbon monoxide and mold since the company could not clean as the coil was too rusted. The warranty never sent someone out here to get their second opinion and they dragged their feet. This is not something that should be dragged out when theres a major health risk. Now my family and I are out major $$ having to replace the system ourselves. The warranty had no empathy for the matter and didnt do their job. I do not recommend this warranty company and dont believe I will be renewing my contract due to this matter.

  

  Business response

  09/18/2024

  First Americans records indicate that on August 19, 2024,the consumer placed a claim for their air conditioner not cooling enough. First American dispatched independent contractor ********** Plus, LLC to diagnose the failure. ********** Plus, LLC reported no mechanical failure to the unit.Additionally, ********** Plus, LLC reported that the condenser coils are clogged, evaporative coil is dirty and molded, and required maintenance, which is not covered by the warranty contract. The consumer may refer to the warranty contract section, Limits of Liability, Number Fourteen, which states:
  This Contract does not cover routine maintenance.
  As such, First American denied the claim.
  On September 3, 2024, the consumer contacted First Americana and was provided this information. On this same day, the consumer informed First American that they would be hiring an outside contractor to diagnose the system on a retail basis. As such, First American requested the consumer provide a copy of their outside contractors diagnosis for review of coverage.
  On September 4, 2024, the consumer provided First American with a copy of the outside contractors diagnosis for review. After further review, the outside contractor reported that the system was clogged with debris and required maintenance, which as previously mentioned is not covered by the warranty contract. Additionally, the outside contractor reported that there are no active mechanical failures within the system but recommended replacement of the system due to age and potential risks of failure if maintenance is performed.
  As such, First American is unable to proceed with repairs or replacements if there are no active mechanical failures within the system. To proceed, the consumer would need to have the routine maintenance performed on the system, which as previously mentioned is not covered. Further, if failures occur after maintenance is performed, First American can dispatch an independent contractor to diagnose the system.  
  On September 6, 2024, the consumer contacted First American and was provided this information.
  On September 18, 2024. First American contacted the consumer who informed that they had replaced the system with an outside contractor, which is not covered by the warranty contract. The consumer may refer to the 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.
  As such, First American advised the consumer that no reimbursement would be provided. Additionally, as a gesture of good will, First American refunded the service call fee of $85.00, back to the consumers credit card.The consumer should allow 7-10 business days for the credit to reflect. As such, First Americans decision remains unchanged and considers this claim closed. 

  Customer response

  09/18/2024

   
  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,
  
  Summer & *********************

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HVAC claim requested - 02AUG24 Replacement for the condenser took 2 weeks to be processed, and it would not have been processed if i did not call them multiple times. Evaporator coil was deem broken by contractor. It took another 2 weeks for first american to process the claim, and again, it wouldn't haven't been processed if I did not call first american multiple times. Purchases request has been sent 3 times and still no update. First american knew the supplier has not been getting the purchase request, and they are still sending emails to the supplier knowing the supplier was not getting the emails. It is now September 9. Everything I call asking for an update they would tell me "will get you an update tomorrow" it's been 3 weeks of "will get you an update tomorrow". I had to call First american for an update since they were not calling me with an update. They gave us a *****************************, there's has been 2 contacts with her. The email they provided to contact her doesn't work, there is no answer from her ext or a call back even with a voicemail. I have a 2 year old, she has been to the E.R twice already because of the heat. I am begging for this issue to be resolve I won't have to worry about her well being. They did provide an 150$ purchase a portable AC unit. I have 3 portable AC unit, 5 fans running 24/7 just for my home to be at 90 degrees. My electric bill is not 6x with all AC and fan running. I'm begging them to just fix this issue at this point.

  

  Business response

  09/09/2024

  We appreciate the consumer's feedback and would like to look further into this. Unfortunately, we are unable to locate them using the information provided. May the consumer provide their claim or contract number, please? Thank you

  Customer response

  09/09/2024

   
  Complaint: 22260984
  
  I am rejecting this response because:

  I have provided my claims I formation. they van reach me at ********** or email at ********************** 

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

  

  Business response

  09/10/2024

  We are unable to locate the consumer using the name and phone number provided. To review we must request they provide their claim or contract number, please.  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We made a claim with First American home warranty over a month ago for our AC in the house blowing warm (this was the third time having issues with AC) they had the problem diagnosed said we needed a control board and parts took 2-3 days to find. I had to get my kids and dogs out of the house while we waited for the part! A week goes by and i hear nothing so i call and they says could take 4-5 days, they will assign a claim specialist that will call me. The specialist didnt call. Eventually part was ordered but it was incorrect so another wk to get another part for that part to be incorrect. Its been over a month and they still dont have the part. They will not tell us the cash out options amount so we are stuck with no recourse. I have spent thousand of dollars relocating my family. This company doesnt call you to tell you whats going on they claim they cant get a hold of the ********** and the ********** claims they cant get a hold of them! They have been giving me the run around for over a month and i am still without AC. All they offer is 150 towards and portable unit? Like that will cool a 2k sq ft house. Im sure they have record of every time we have called which has to be over 30 times. Its impossible to speak to anyone that will give you answers. This company has been a nightmare. If they cannot provide the part that is correct in a reasonable time they should have other options. We have been given no recourse.

  

  Business response

  09/10/2024

  Please be advised that the complainant is not listed as the contract holder or a related party to the contract. As such, First American will be contact with the contract holder directly regarding this matter. 

  Customer response

  09/10/2024

   
  Complaint: 22251364
  
  I am rejecting this response because: The account is under my fiancs name *************************** but i pay for it each month (out of my account). I believe they are in the process of replacing my furnace we are waiting for parts and install. When it is done i will be happy to remove review or complaint.
  
  Sincerely,
  
  *************************

  

  Business response

  09/17/2024

  As previously mentioned, the complainant is not listed as the contract holder or a related party to this contract. First American has been in contact with the contract holder directly regarding this matter. 

  Customer response

  09/19/2024

   
  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.  Furnace was replace. Took a while but finally done
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We tried to use our home warranty on our washing machine that is not working. We paid the $85 and they sent out a company. The man came in and said it was working fine and left. Right when he left I tried to do a load and the same problem occurred. We called directly after that and left first American know. They sent him out a second time. He showed up an hour prior to the scheduled time and sat out infront of my house but also put in the status that the service had started. I had to call the company and tell them he either needed to come and start the service or leave. He ended up coming in and did nothing again and said it was fine and left. I called first American and told them we needed a different company because this person was not even diagnosing the problem or listening to what I was saying. They told me that company had to finish the job. I asked to speak with a manager as the second time counter made me very uncomfortable and I needed someone to help me get a different company. They transfered me to a voicemail and the voicemail was full and then it hung up. I have talked with them 6 times and my husband 2 times and we have had zero resolution, we have 5 people living here and animals and we are going on 2 weeks without a washer and I cant even talk to someone who can help me. We are paying for a service we are not getting and now going round and round. I ended up having to call a ******* repair company to come out today to hopefully diagnose and be able to fix the problem. We have been paying for the home warranty since 2019 and have only used it two other times. The last time was for our dishwasher and the same thing happened. They sent someone out 3 times who said nothing was wrong and the problem persisted.

  

  Business response

  09/11/2024

  We would like to apologize for any inconvenience the consumer may have experienced during the handling of their claim. According to our records the consumer has provided First American with the requested repair/replacement documentation and a reimbursement has been processed in the amount of $1,256.00.Please allow 7-10 days for the processing and mailing of the check. 

  Customer response

  09/11/2024

   
  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. It was only after contacting BBB that we had someone contact us to resolve the issue. The claims analyst that was assigned to us did promptly help after multiple calls and messages  and was able to reimburse our service call we had made on our own and a new washer.  Overall at the end of the ordeal we were taken care of. 
  
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for this home warranty in June 2024 when I bought my new home. It turns out the dishwasher that came with the house was not working. I contacted the warranty company on June 22, they sent a contractor who found several broken parts inside the dishwasher, but then reported that there was no issue with it. I notified the warranty company and they sent a second opinion who did the same thing- told me several parts needed replacement, but then told the warranty company there was no mechanical issue. They did not give the warranty company the full report and now the warranty company is refusing to fix my dishwasher. They have not been helpful with any of my issues, they did not allow me to escalate the issue, and hung up on me when I tried to escalate this. I would like a full refund and not have to deal with them anymore.

  

  Business response

  09/04/2024

  We appreciate the consumer's feedback and would like to look further into this. Unfortunately, we are unable to locate them using the information provided. May the consumer provide their claim or contract number, please? Thank you

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern,I am writing to express my concerns regarding my experience with First American Home Warranty. I began my coverage with your company in May 2023, at a rate of $76.53 per month. During that year, I only filed one claim, which was for a leak in my hot water heater. I appreciate that the issue was promptly resolved.However, in May 2024, when it was time to renew my policy, I attempted to contact your team to discuss the new terms. Despite my efforts, I received no response. To my surprise, I noticed that $93 was withdrawn from my account without any prior communication or agreement. It seems that the cost of the warranty services increased without any discussion or notification.Your website advertises affordable home warranty plans, but this recent experience has left me feeling as though Ive been taken advantage of. I havent filed any claims in 2024, and I would like to resolve this issue as soon as possible.Please reach out to me at your earliest convenience to discuss a resolution.Sincerely,***************************** Account Number *************

  

  Business response

  09/09/2024

  First American Home Warranty Corporation (First American) would like to apologize for any inconveniences the consumer may have experienced during the handling of this matter. First American's records indicate the consumer had a one-year home warranty contract which became effective on May 27, 2023 and expired on May 26, 2024. Please be advised, the home warranty was set up to renew automatically. On April 2, 2024, First American sent correspondence via electronic mail notifying the consumer the renewal cost of the home warranty contract. On May 27, 2024, the home warranty contract renewed and went into effect. On May 31, 2024, the consumer contacted First American with their concerns regarding the monthly cost for the home warranty contract. At that time, the consumer was educated that a renewal letter was sent with the updated cost. In addition, they were advised they can cancel their home warranty contract if they were not in agreeance with the updated cost. However, the consumer disconnected the call. The consumer may cancel their home warranty contract by submitting their request in writing at ******************************************** if they are not in agreeance with the updated cost. 

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint against First American home warranty regarding their failure to promptly repair an air conditioning unit under a home warranty contract for a property I manage. As a property manager, it is my responsibility to ensure that the homes I manage are in proper working order, especially when it comes to essential appliances like air conditioning.The repair request was initially filed on July 31, 2024. Since that time, I have made multiple attempts to follow up with First American home warranty , contacting them every other day. Despite this consistent communication, I have been provided with inaccurate timelines, incorrect parts receiving dates, and even false contact information for the repair service. These delays have caused significant inconvenience and frustration.The property in question is currently rented to a captain in the military who has a child with asthma. The inability to cool the home is exacerbating the childs condition, which is not only a serious health concern but also a liability for my company as we are responsible for ensuring a habitable living environment.The delays and lack of reliable communication from First American home warranty are unacceptable. Each inaccurate timeline provided to me is subsequently passed on to the renter, reflecting poorly on my companys reputation. This situation requires immediate attention and resolution.I am requesting that the air conditioning unit be repaired as soon as possible, and that First American home warranty take responsibility for their lack of timely service and communication.

  

  Business response

  09/03/2024

  We appreciate the consumer's feedback and would like to look further into this. Unfortunately, we are unable to locate them using the information provided. May the consumer provide their claim or contract number, please? Thank you

• Initial Complaint

  08/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a contract with ****** Slash american home services Disinitiated, on all this nights. There have been 4 service calls for the same exact problem. I've paid extra money $75 to for the colds. Coils to be cleaned. It intermittently works and then does not work. This is a refrigerator and a freezer. I'm 82 years old. Living alone I've had 2 instances where they've caused me actually damages because of health issues. There was no ice to ice my shoulder. After a shoulder replacement, the technician can't help me. Of course, because it's up to the company. I believe I need a new refrigerator and they told me. This? What happened as of today and today's date is the 31st of August the. Refrigerator is not working and I am without food and ice. Naturally, neighbors are feeding me, so that's not an issue. At the end of this day, I received a notice that they were sorry that they had to cancel my appointment and that the technician would not be available until September 17th. This is totally unacceptable. I need assistance please

  

  Business response

  09/05/2024

  First American Home Warranty Corporation (First American) would like to apologize for any inconveniences and delays the consumer may have experienced during the handling of their claim. Upon review, ***** diagnosed and ordered four parts necessary for the repairs. The parts will be shipped directly to the consumer. Once all four parts have been received ***** will return to the home to repair the kitchen refrigerator. At this time, this claim is considered pending. 

*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. ↩