ComplaintsforFirst American Home Warranty

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We use First American for home coverage. We filed a claim on May 9th or 10th to have them contract someone to resolve a problem with our fridge. It has now been two months and it is still not repaired. We are being told to contact the contractor ourselves, but they won't provide updated information. We are being told they can't get in touch with the contracting company for several weeks at a time, but they also cannot provide us with a different contractor, and they need to continue trying to reach them. First American is not providing timely updates nor making a reasonable effort to ensure this is taken care of. We have now been without a fridge since May 7th and have not been provided more information than "the contracting team is trying to handle it, but unfortunately, we cannot get in contact with them." First American will not connect me to anyone but our representative, who keeps telling us the same things over and over. We requested a new contractor on July 2nd. It appears that the contracting company ***'s Appliance Solutions LLC (*******, **) has multiple of the same complaints in conjunction with First American on BBB. I will be filing a complaint against them on their page as well, but they are connected. I am not sure if this is teetering on the line of breach of contract with First American for failure to provide service repair or it impacting our quality of living in a house we own for nine weeks now. The fact that we paid consideration for their specific repair services on May 7th for $85.00 (Confirmation # ********) also binds them to complete the service request, as far as I understand.Our FA contract does limit the scope of their liability some, but it includes only things outside of their control, such as a contractor's delay due to a shortage of materials. However, that is not the case here. We need a new contractor, service repair to be completed, and payment to Tym's prorated for only what he completed, not for this service completion.

  

  Business response

  07/18/2024

  First Americans records indicate the consumer placed a claim on May 7, 2024, for the refrigerator not working properly. First American dispatched independent contractor, Tyms Appliance Solutions LLC (Tyms Appliance), who reported to find the refrigerator not cooling and the freezer evaporator leaking freon; the technician also found the compressor to have shorted. Tyms Appliance recommended replacing the evaporator and compressor to repair the failure. First American authorized the recommended repairs and ordered the requested parts on behalf of Tyms Appliance.
  On June 18, 2024, Tyms Appliance reported the repairs had been successfully completed.
  On June 21, 2024, the consumer reported to First American that they were continuing to experience a failure with the refrigerator unit. As such, First American dispatched Tyms Appliance to return for further diagnosis.Tyms Appliance reported to First American that upon further diagnosis, the technician found the refrigerator unit to not be cooling due to the step down valve having shorted. Tyms Appliance recommended replacement of the service valve to repair the failure. First American authorized this recommended repair and ordered the replacement service valve.
  On July 16, 2024, First American confirmed an appointment to complete the installation of the replacement service valve was scheduled for July 18, 2024, between 8-12PM. First American will continue to monitor the consumers claim until repairs are confirmed to be completed. As such, First American considers this claim pending. 

  Customer response

  07/18/2024

   
  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

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I initially filed a claim on June 7, 2024, and paid the $100 fee to First American Home Warranty (FAHW). FAHW is responsible for locating a contractor and having that contractor contact us to schedule a time to come repair the problem. We had a problem with our air conditioner which needed repaired. The ** was not working. There were 3 different contractors that **** assigned to us over a period of about 10 days: none of then contacted us nor answered their phones. All of this took place around June 12 - June 18. Keep in mind the temperature was in the mid 90's every day. I spoke with 2 different representatives of FAHW and they recommended an Outside Reimbursement option. This would require me to get an estimate from a contractor and wait to get approval from FAHW before the work could be performed. This would have taken several additional days. By this time, I had already contacted a reputable company and they repaired the **. This was done for a reasonable cost, and I paid them directly the full amount of $966.72. **** has agreed to only reimburse me $390 since I did not follow their guidelines. Keep in mind it is their responsibility to locate a contractor that will come and make the necessary repairs. I should have only had to pay the initial $100 fee! The contractors they initially assigned to contact me all were over 1 hour away. I am positive they were never going to call as it would not have been feasible for them to travel that distance. There are several reputable companies that are much closer to where I live. It is obvious that FAHW does not utilize top notch solid contractors.

  

  Business response

  07/19/2024

  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 June 7, 2024, the consumer placed a claim for plumbing water leaking from their heat pump and water under the floor in the hallway.First American dispatched contractor D&E ****** Services LLC to diagnose the failure. The contractor requested the claim be re assigned (beyond their scope of systems). First American dispatched contractor ******* Heating and Cooling LLC to diagnose the failure.
  

  On June 18,2024, First American spoke with the consumer, they advised they had not been contacted by ******* Heating and Cooling LLC.

  On June 19, 2024, First American authorized the consumer to use an outside contractor.

  First American has reviewed the claim and has reimbursed the consumer $966.72 that was paid for the repair of their air conditioner. Please allow 7-10 days for the processing and mailing of the check

  First American has reached out to the consumer and left a detailed voice message about the reimbursement.  

  First American considers the claim closed.

  Customer response

  07/19/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/2/24 filed claim because AC not working, after 3 visits and wrong part from Placer Heating and Air, and their own employees telling us they do not know problem due to being new, still waiting. Have spoke to warranty company several times, supervisors/managers, everyone telling me something different. No-one is on same page, no-one knows what is being done to fix it. As we sit in 113 degree heat, but they continue to take out money while it is still unknown to when it will be fixed. Food in pantry is wasted, due to heat. ***** speaks english enough to understand them, emails and direct lines provided come back returned mail undeliverable, and extensions do not work. It has almost been 6 weeks, never filed a claim before and have paid on this for a year now, and just increased rates as well. We need help, someone who can get to the bottom of this. I have severe asthma and this heat with no air is making it extremely hard to breathe.

  

  Business response

  07/16/2024

  First American Home Warranty (First American) would like to apologize for the delay in service and any inconveniences this has caused.  First American has reviewed the claim and found the consumer placed a call on their condenser on June 2, 2024.  First American dispatched independent contractor South Placer Heating and Air who diagnosed the failure as the control board on the condenser being short out. The contractor ordered the control board and upon installation determined it was the incorrect board for the unit. 
  On June 26, 2024, the consumer contacted First American stating the contractor had informed them the needed control board was on back order.  First American confirmed that information with the contractor on June 27, 2024, and at that time the contractor informed First American there was not an eta for the control board.  First American requested the part information from the contractor so that we could verify if First American could obtain the part sooner.    
  Due to the delay in obtaining the part on July 8, 2024,First American offered the consumer temporary relief reimbursement towards the purchase of portable air conditioning equipment or fans. 
  On July 11, 2024, First American verified the part is a factory ordered part which is on back order and First American could not obtained the part sooner then the contractor. First American contacted the consumer to advise the consumer they could wait for the control board to arrive to contractor or First American could replace the entire condenser unit.  First American advised the consumer the replacement of the condenser would involve non covered costs of $ ******* as per their home warranty contract Limitations of Liability section 7 which states:
  ******* 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 and haul away fees (unless included in your plan selection), 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 covered repairs or replacements except where noted in the central air conditioning section of this ********* ******* will not alter structure to effect repair or replacement, nor refinish or replace cabinets, countertops, tile, paint, wall or floor coverings or the like
  First American also gave the consumer the option of locating a local contractor who may have had the control board in stock.  The consumer declined the replacement of the condenser and stated they would see if they could locate a control board.
  On July 12, 2024, the consumer contacted First American and advised they were unable to locate a contractor with the needed control board. 
  First American has processed the reimbursement of the temporary relief and the consumer and has been advised First American will continue to follow up with them until the arrival of the control board and the repair has been completed.
  First American considers this claim pending. 

  Customer response

  07/16/2024

   
  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

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted First American on 07/05/2024 regarding an emergency flooding situation at our home. This flooding was caused by a sump pump in our driveway that malfunctioned. According to our policy, they cover repair costs and replacement of sump pumps. When we first discover the flooding and the cause of the flooding, we tried to contact First American and were on hold for over an hour or total time. One we finally spoke to a person, we explained the situation to them and that we needed to hire a plumber to deal with the issue. We also informed them that this was an emergency situation. We also explained to them that the contractor that the used in our area would not come out because we were outside of their service area. We know this from previous claims that we had made. As a result we knew that we needed to contract with an outside vendor and be reimbursed. During our wait on the phone, we contacted an outside vendor who was able to come out that day and fix the issue. Even tough we had explained the situation to them, they still sent us the contact information oof the vendor that they used. Afterwards, they sent us a deial letter claiming that we did not obtain prior authorization and did not claim that it was an emergency situation. THIS IS PANTENTLY FALSE.

  

  Business response

  07/11/2024

  According to our records, the consumer placed a claim on July 5, 2024, for their sump pump leaking, and Flow Star Plumbing and Rooter (Flow Star) was dispatched. Later that day, Flow Star notified us they would not be able to service and a request to locate a different service provider was generated. On July 6, 2024, the consumer informed us that due to secondary damage occurring at their property,they had hired their own service provider to complete repairs. Under the provisions of the consumers home warranty contract, under Limits of Liability Number Four and the Important section, respectively, secondary damage is not covered, and we do not offer reimbursement for services performed without prior approval.Therefore, the consumer was informed the secondary damage would not be covered and no reimbursement for the repairs would be offered, and our decision on the matter remains unchanged. As service is no longer required, we have cancelled the claim and the service call fee paid during claim placement will be refunded back to the consumers credit card on file. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 1st we filed a claim to the home warranty company for a leaking water heater. On July 3rd after not hearing from them I logged into the website and saw a message stating that they were unable to find a contractor in our area and that we would need to find one ourselves and fill out a form with the contractors info and the estimate. After calling around to several plumbers I was unable to find one that would work with a home warranty company. I advised them of this and was told that I needed to get someone to my house for an estimate without telling them that they would be working with a home warranty company. I advised her that I could not do this as the answers on the form that needs filled out will have to come from the contractor and it will contain the contractors name and phone number so they will know it is for a home warranty company. By July 5th I had to turn off the water to my home because the leak was so bad. I made them aware of this. On July 6th I called at 10:30am and was told that they would escalate this to an emergency status and try again to find someone as I had no water and have children in the home. After calling several times throughout the day I was again told to call more plumbers and find one that will come out without telling them that they would be working with a home warranty company. I was told that if I could find one there would still be more steps to get them approved before the work could be completed and they may refuse to work with the home warranty company. With it being the weekend no one would come out for an estimate without completing the job since it would be considered an emergency service. Since I had no water for several days and my basement was flooded and it was going to take even longer to get an outside contractor approved, I decided that I was going to have to get someone to fix it and pay out of pocket before even more damage occurred from the water. Since it was now the weekend it was even more expensive!!!

  

  Business response

  07/11/2024

  First Americans records indicate that on July 1, 2024, the consumer placed a claim for their water heater leaking water. On July 3, 2024, First American authorized the consumer to locate and hire a licensed and bonded contractor as First American was unable to locate a contractor to complete the necessary repairs in a timely manner for the consumer. The consumer may refer to the home warranty contract,under ***************** Number 3, which states:
  If Company is not able to locate a Service Provider to service your claim, Company may request that you contact an out-of-network provider directly to obtain service. Companys policies and procedures for outside reimbursement are: a. Approval must be secured in advance of any work being performed and is generally only granted when Company is unable to locate a Service Provider. b. The out-of-network provider must be licensed and insured. c. The out-of-network provider must provide detailed information regarding their diagnosis prior to performing work so that Company can confirm coverage and validate repair or replacement recommendations. d. Covered repairs or replacement will be authorized if the work may be completed at an agreed upon rate. e. You must submit the itemized paid receipt to Company for reimbursement within a reasonable amount of time.Company will reimburse up to the authorized amount. f. Company will deduct any service fees owed from any reimbursement provided.
  
  On this same day, through July 9, 2024, First American awaited the consumer to provide their outside contractors diagnosis for review of coverage. As such, the consumer contacted First American and informed that they had replaced the water heater, pressure reducing valve, expansion tank and emergency shut off valve with the outside contractor for $2,456.00. Additionally,the consumer provided their outside contractors invoice for First Americans review. After further review, the outside contractor reported the unit was leaking and was unrepairable and recommended replacement. After further review,First American authorized reimbursement in the amount of $1,602.10. This amount reflects the outside contractors cost to replace the water heater only. The consumer should please allow 7 to 10 business days for processing and mailing of the check. First American considers this claim closed. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a home warranty that covered plumbing stoppages. I experienced a plumbing stoppage that resulted in all of the bathrooms in my house being unusable (emergency situation). I entered a claim with First American Home Warranty and the have now been unable to provide service to for over 24 hours and have no confirmed appointments to get the issue resolved. This is leaving me and my family with a house with no working bathrooms and conformed appointments to resolve the issues. This completely makes the purpose of purchasing a home warranty not worth the money if you cannot get the issue that our covered by your policy in a timely manner. I am probably going to have to call a plumber to fix the issue that our covered by the policy I purchased and pay for them outside of my purchased warranty. I would like to be fully reimbursed for all money paid to First American Home Warranty to this point as they cannot provide the services per policy.

  

  Business response

  07/10/2024

  First American Home Warranty Company (First American) would like to apologize for the delay in servicing the consumers claim. First American has reviewed and found the consumer placed a plumbing stoppage claim on July 6, 2024.  The claim was dispatched to independent contractor Mr ***** Heater Guy.  Mr ***** Heater Guys soonest available appointment was July 9, 2024.  Due to First American being unable to locate sooner service over the week end the consumer was given the option of contacting a plumber outside the warranty contract.  The consumer did allow Mr ***** Heater Guy to complete the repair on July 9, 2024. First American has contacted the consumer to confirm the plumbing issue has been resolved. As gesture of goodwill First American has reimbursed the service fee the consumer paid for the claim.
  First American considers this claim closed 

  Customer response

  07/11/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello and regards, I have complaint against First American home warranty company, I want the money back from them as they did not solve my problem as was needed, we keep sending them money every month since 10 years but no benefit from them. I am trying to add my text about my compliant but I am unable to send the entire complaint ,therefore I am sending this now and I will contact you again on monday to send my entire complaint, I am attaching my invoice anyways,so you know that this is authentic . Thanks .

  

  Business response

  07/12/2024

  Our records indicate the consumer initiated a claim for their garage door opener on May 17, 2024, and indicated the belt had broken. Under the provisions of the consumers home warranty contract, under Important, we cover only the items expressly identified and exclude all others. As the belt for the garage door opener is not expressly identified as covered, the consumer was informed we could not proceed with placing a claim. Upon review of the invoice from the consumers outside provider, ************** Overhead, they determined the failure was in fact to the belt, and therefore, we are unable to honor their request for reimbursement. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/28/2024 We contacted First American Home warrantee due to our refrigerator not working. Is stopped cooling and freezing. They sent a repair company Proper Appliance. They have been out to repair 4 times to date. Each time they think they have fixed the issue but then another issue arrises. They replaced the mother board, they replaced the ice maker, they have made other adjustments. It is still not working. The First American Home warrantee will not move the claim to "replace" until the repair company indicates that the refrigerator is not repairable. We also have a history of other repairs submitted to First American Home about 6 months ago.This refrigerator is a lemon and needs replaced. Work Order619945492 ContractorProper ******************** Contractor Phone************** Contractor *************************************** Service Call Fee$85.00 PAID

  

  Business response

  07/12/2024

  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 May 25, 2024, the consumer placed a claim for their refrigerator not cooling. First American dispatched independent contractor Proper ******************** to diagnose the failures. The contractor reported the main  pcb control board, water valve and ice maker failure. First American authorized the replacement of the main control board, water valve and icemaker.

  
  On June 4,2024, First American was advised by the consumer the parts were installed and that the refrigerator was not working.

  
  On June 11,2024, First American spoke with the independent contractor. The contractor advised First American they were still working on the refrigerator icemaker and control board. The consumer was advised that the contractor would be returning to the home on June 12, 2024. The refrigerator repair was completed on June 21, 2024.

  
  On July 8,2024, First American spoke with the consumer, they said once the icemaker was installed the refrigerator stopped cooling.
  First American received additional information from the contractor that the consumer has a failed sealed system that is under a 10 year manufactures warranty. First American informed the consumer and they requested a new refrigerator. Please see Limits of Liability number twelve:
  
  Company is not responsible for repairs arising from manufacturers recall of covered Items, manufacturers defects or for Items covered under an existing manufacturers, distributors or in-home warranty. The covered Items must be domestic or commercial grade and specified by the manufacturer for residential use.
  
  First American has assigned independent contractor ANTECH APPLIANCES INCORPORATED for a second opinion. The appointment is scheduled for July 12, 2024.

  
  First American considers this claim as pending.

  
  

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fridge started to have issues in mid May where it was the fridge that wasn't getting cold enough and only staying at 60*F. My husband and I called First American Home Warranty to make a claim and get someone out to our house to fix the issue. The first company that came out on May 31st was ***** and we paid $100 for the claim. The guy looked at our fridge and saw that the line from the freezer to the fridge was blocked with ice and water, which he cleared out and said it should be good to go. The next day the fridge was still at 60*F and not cooling. So on the first week of June we called back First American Home Warranty to make another claim, which was another $100, in order for another person to come out and take a look. The second company that came out was Pro Advance LLC, phone # ************. This company came to our house on June 11th and looked at our fridge and realized that it was the defroster that was broken. Due to communication issues with the technician and myself he called his manager on his phone to speak with me about the fridge. His manager told me that since they don't have the part, they would have to order the part, which will take 3-4 business days to come in, then they would give us a call to set up an appointment to get it fixed. Those days have gone and past and we have been calling First American Home Warranty to try and get answers on why we can't get a hold of the company, why it took two weeks to send in a diagnostic report, which was the wrong parts, and why they have missed two more appointments since this time. Also we have been trying to get a reimbursement to get our fridge replaced from them for the what we were told is a breach of contract since they are only allowed to have a contract opened for 21 days. We keep being lied to, pushed around and no one seems to care about our situation. We have been without a fridge now for over a month and the second claim has been opened for close to 4 weeks now.

  

  Business response

  07/12/2024

  First American records indicate that on June 10, 2024,the consumer placed a claim for their refrigerator not cooling properly. First American dispatched independent contractor Pro Advance LLC who scheduled an appointment with the consumer for June 11, 2024, between the hours of 11am and 2pm to diagnose the failure.
  On this same day, through June 21, 2024, First American requested and awaited Pro Advance LLC to provide their diagnosis. On this same day, First American authorized the consumer $75.00 towards the purchase of either a rental or small refrigerator in the interim while awaiting requested information.
  On June 23, 2024, Pro Advance LLC reported the control board and ice maker had failed and were unrepairable. Pro Advance LLC recommended replacement of the control board and ice maker. First American authorized the replacements.
  On June 24, 2024, the consumer contacted First American and was advised of this information.
  On June 25, 2024, First American contacted Pro Advance LLC who informed that an appointment had been scheduled with the consumer for June 26, 2024, to complete installation of the required parts for repair. On this same day, First American contacted the consumer who confirmed this information.
  On June 26, 2024, the consumer contacted First American and informed that Pro Advance LLC did not arrive at the scheduled service appointment. As such, First American contacted Pro Advance LLC and requested that they contact the consumer directly to reschedule an appointment for installation of the required parts.
  On June 27, 2024, Pro Advance LLC contacted First American and advised that an appointment had been rescheduled with the consumer for July 1, 2024, between the hours of 11am and 4pm.
  On July 2, 2024, the consumer contacted First American and informed that Pro Advance LLC had not arrived at the scheduled service appointment. As such, First American contacted Pro Advance LLC and requested that they contact the consumer directly to reschedule an appointment for installation of the required parts. On this same day, Pro Advance LLC contacted First American and informed that an appointment has been rescheduled with the consumer for July 8, 2024, between the hours of 10am and 2pm.
  On July 4, 2024, First American contacted the consumer and provided this information.
  On July 10, 2024, Pro Advance LLC contacted First American and informed that the replacement parts were installed, and the unit is now operational.
  On July 12, 2024, First American contacted the consumer and was informed that the unit was repaired and is now operational.Additionally, as gesture of good will, First American refunded the service call fee of $100.00, back to the consumers credit card. The consumer should allow 7-10 business days for the credit to reflect. First American considers this claim closed. 

• Initial Complaint

  07/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for a service request. No one will service the area or.. preform work on the brand of product, come to the house to perform service, or has a service tech that covers the area currently. Thier "advance" department has not done their job twice and is quick to "make me find someone ". We can't, and twice today has a manger hangup on me. I wasn't rude, nasty or belittling. Terrible company.

  

  Business response

  07/05/2024

  Hello *******. The information you provided does not pull up in our system to review your complaint. Please provide your claim, work order or contract number.  Thank you. 

  Customer response

  07/05/2024

   
  Complaint: 21942928
  
  I am rejecting this response because:

   

  72 ********************* Ln. ****** VA 24171

  property address. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/12/2024

  First Americans records indicate the consumer placed a claim on June 25, 2024, for the microwave unit not working properly. First American dispatched independent contractor, ***** Appliance, who advised that would be unable to complete service as they do not service the consumer area.As such, First American authorized the consumer to locate and hire a licensed and bonded contractor as First American was unable to locate a contractor to complete the necessary repairs in a timely manner for the consumer. Please refer to the home warranty contract, under ***************** Number 3, which states:
   If Company is not able to locate a Service Provider to service your claim, Company may request that you contact an out-of-network provider directly to obtain service.Companys policies and procedures for outside reimbursement are: a. Approval must be secured in advance of any work being performed and is generally only granted when Company is unable to locate a Service Provider. b. The out-of-network provider must be licensed and insured. c. The out-of-network provider must provide detailed information regarding their diagnosis prior to performing work so that Company can confirm coverage and validate repair or replacement recommendations. d. Covered repairs or replacement will be authorized if the work may be completed at an agreed upon rate. e. You must submit the itemized paid receipt to Company for reimbursement within a reasonable amount of time. Company will reimburse up to the authorized amount.f. Company will deduct any service fees owed from any reimbursement provided.
   On July 11, 2024, First American confirmed to the consumer that the offer to locate and hire a contractor outside of the home warranty contract would stand. First American is currently awaiting a report from the consumers outside contractor to be reviewed for coverage. As such, First American considers this claim pending. 

  Customer response

  07/15/2024

   
  Complaint: 21942928
  
  I am rejecting this response because:
  Yes, it took you almost 3 weeks to come to that conclusion.  You also bounched me around from department to department to tell me the something. Like I explained: 1. Contractors will not cross state lines. 2. Can not locate a contract that will come to the home to inspect the item. 3. If the first too could be meet, then they don't work on ******** We're still at step one. The company will not work with me to resolve this and just repeats the same "company script". Nothing has been address that the company has had two supervisors hang up on me. All this for a $900 item. You could just punch it out *** make both parties good. But no, you play the circle game and we get no where. I've even removed the build in item *** still can't find someone to service it. So now a 4th problem has been created. Almost every appliance repair person is moble only. No one has a store front. So I refer you back to the first 3 steps. A 3 hour bubble search with nothing to show for it. How are we going to move forward? I can give you 2 options and they're both not good for the company. 

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

  

  Business response

  07/17/2024

  As previously mentioned, First American has confirmed to the consumer that the offer to locate and hire a contractor outside of the home warranty contract would stand. First American is currently awaiting a report from the consumers outside contractor to be reviewed for coverage. As such, First American considers this claim pending. 

  Customer response

  07/17/2024

   
  Complaint: 21942928
  
  I am rejecting this response because:
  

  I finally got someone to come out. Ive emailed the report to you. And now im awaiting the rep overseeing this claim to call me back. Let's see what happens next. 

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

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