ComplaintsforFirst American Home Warranty

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early last week. I paid first American home warranty to come out and fix my AC unit they sent the technician out. The technician was great. He submitted all the pictures and the numbers needed on each part so that it could be ordered first is now giving the technician the runaround and therefore stopping the progress for my AC and fixed, I live in ******* and its 110+ with the heat advisory and they are dragging their feet. Can someone please help me? I am a family of 10 with kids. I just need some help.

  

  Business response

  07/10/2024

  First American Home Warranty (First American) has reviewed the consumers claim.  First Americans record indicate the consumer placed a claim June 27, 2024, on their air conditioning.  First American dispatched independent contractor A Huskies Comfort Cooling and *********** who diagnosed the issues as the blower motor pulling high amps and overheating.  The contractor also indicated the blower wheel was rusted and coming apart.  First American completed a part search for the blower motor and the blower wheel and found due to age of the air conditioning unit the motor and the wheel are no longer available to complete the repair. The indoor unit will have to be replaced.  The contractor indicated to First American they were not available to do a system replacement thus First American has contacted independent contractor All American Heating and Cooling LLC to do a full diagnosis on the system for replacement. First American has been in contact with the consumer about the status of the claim and will continue to monitor the claim through completion.
  First American considers this claim pending.  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with First American for several years and up to now they have been a good reliable company. This past year has been issue after issue though. The latest is sending an unequipped servicer that refused to check anything, passed it off to another, then closed the ticket within 24hrs without notice or solution.This is my 3rd service request for the year. The first took several weeks, resulted in a damaged appliance and counter by their contracted tech that has left me without a stove top since the New Year. The second is also still unresolved. An ice maker repair where they sent another unequipped servicer. Waited several weeks before having to pay myself. Now expected to front another $500-600 for repair and wait for reimbursement that will likely take another 2 months.This last service is for basic plumbing stoppage. They sent a servicer who came in the house with zero tools or equipment. Flushed a toilet, ran a faucet then said the outside line needed checking. Proceeded to walk outside and stand for 10min pretending to look around. I walked out and he then began walking the perimeter. Said someone would be out within 24hrs to check the septic line and it was covered by 1st American. Now, I know I don't have septic coverage but tech said the line could only be accessed by them and was covered. My septic was emptied and cleaned last summer, so I know it is not septic related.I call 1st American today to find out what was happening and discovered they denied sending anyone else. I explained the guy came unequiped and unwilling and was basically told it's not their problem.So to recap, 3 service calls since January. As of today, July 2nd I have no stovetop, a cracked countertop, no ice maker and no toilet. All this in a home with a senior over 80yrs who just had bladder surgery yesterday, a disabled adult and a teen and no toilet to use. This is an unacceptable situation that no one should have to suffer through, let alone with two protected class adults

  

  Business response

  07/09/2024

  First Americans records indicate the consumer placed a claim on December 21, 2023, for the microwave unit to be tripping the breaker during use (*********). For soonest available service, First American dispatched independent contractor, ***** Appliance, who reported to find that the unit to have shorted out as a result of the magnetron, cavity, transformer door switch kit and wire harness and cabinet to have failed; ***** Appliance recommended replacing the unit due to the multiple parts failures that had occurred. First American authorized the recommended replacement and provided a replacement unit option to the consumer for their review. Please be advised that when replacing equipment,First American will replace with equipment of similar features, efficiency and capacity. The consumer may refer to their home warranty contract, Limits of Liability,Number Ten, which states:
  Company will determine, at its sole discretion, whether a covered system or appliance will be repaired or replaced. When replacing any appliance, Company will not pay for any failures that do not contribute to the appliances primary function including, without limitation, TVs or radios built into the kitchen refrigerator. Company will replace with equipment of similar features, efficiency and capacity but is not responsible for matching brand,dimensions or color. Company may install a smaller capacity unit, including but not limited to water heaters and furnaces, if the projected output of the replacement unit is similar to, or greater than, the replaced existing unit.Company reserves the right to replace with a rebuilt component or part or repair systems and appliances with non-original manufacturers parts. When coverage has been confirmed and a replacement is needed, Company is not responsible for matching any features of an existing item that do not contribute to the primary function of that item.
  On January 19, 2024, the consumer reported to First American that the cooktop unit was allegedly damaged by ***** Appliance while they were diagnosing the microwave unit. First American advised the consumer that per the home warranty contract, secondary damage is not covered. The consumer may refer to their home warranty contract, Limits of Liability, Number Four, which states:
  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 February 1, 2024, First American placed a claim with ***** Appliance insurance carrier on behalf of the consumer; First American subsequently provided the consumer with the claim insurance information to further proceed with the alleged damages to the cooktop.
  On February 16, 2024, the consumer accepted the replacement microwave unit offered by First American; as such, First American ordered he replacement microwave unit.
  On February 29, 2024, the consumer confirmed to First American that the replacement microwave unit had been successfully delivered and installed. As such, First American considers this claim closed.
  On May 21, 2024, the consumer placed a claim for the ice maker not making ice (*********). First American dispatched independent contractor, ***** Appliance, who reported they would be unable to diagnose the system due to it being freestanding ice maker. First American attempted to locate a contractor to diagnose the failure but was unsuccessful. As such,First American authorized the consumer the locate and hire a contractor outside of their home warranty contract. The consumer may refer to their home warranty contract, ***************** Number Three, 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 June 28, 2024, the consumer provided First American with an estimate from their outside contractor to complete repairs to the ice maker.First American authorized the recommended repairs and requested the consumer provide a paid invoice once the repairs had been completed. First American is currently awaiting this requested information and as such, considers this claim pending.
  On June 29, 2024, the consumer placed a claim for the toilet not emptying upon plunging and waste comes out the sink (*********). First American dispatched independent contractor, ** Remodeling and ************* (AZ Plumbing),who reported to find the whole home to be experiencing a stoppage; the technician found the septic tank to be full and required pumping. Please be advised that per the consumers home warranty contract, septic tank pumping is only covered if purchased. Per the consumers home warranty contract, Septic Tank Pumping/System Coverage was not purchased and is not applicable for the failure and recommended repair reported by AZ Remodeling.
  On July 2, 2024, First American notified the consumer of the denial of their claim.
  On July 9, 2024, First American contacted the consumer directly to advise that a second opinion contractor would be dispatched to confirm the previous diagnosis received from AZ Remodeling. First American subsequently dispatched independent contractor, ************* FL LLC (************* FL), who will be contacting the consumer directly to schedule an appointment. As such,Firs American considers this claim pending. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first would like to say I have paid first American faithfully for the past two years without incident. I have placed a current claim for built in microwave on Jun26th today is the 2nd of July, my claim was placed with ***** and the appt was rescheduled twice with the earliest date being July 1 between 8-12 no one from ***** showed or even gave a courtesy call to inform me that they had to change the date, running late nothing. I proceeded to contact first American one rep told me he called the ***** and they confirmed appt being July 1 between 8-12 this conversation happened on July 1, mind you I am the one consistently reaching out to First American to find out WHAT IS GOING ON WITH getting my covered broken appliance fixed, first American hasnt reached out to me at all either.

  

  Business response

  07/09/2024

  First Americans records indicate that on June 25, 2024,the consumer placed a claim for their microwave not working properly. First American dispatched independent contractor ***** who scheduled and appointment with the consumer for July 1, 2024, between the hours of 8am and 12pm to diagnose the failure.
  On July 1, 2024, the consumer contacted First American and informed that ***** had not arrived at the scheduled service appointment.
  On July 2, 2024, after further review of the claim 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. CUSTOMER SERVICE SAMPLE 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, First American contacted the consumer and provided this option to proceed. As such, the consumer did not accept the outside reimbursement offer option. As such, First American confirmed with the consumer that an appointment had been scheduled with ***** for July 3,2024, between the hours of 8am and 12pm to diagnose the failure.
  On July 3, 2024, the consumer contacted First American and advised that ***** had not arrived at their scheduled service appointment.As such, First American re-offered the outside reimbursement offer option to the consumer. The consumer accepted the outside reimbursement offer option and informed First American that an appointment had been scheduled with an outside contractor for July 8, 2024, to diagnose the failure.
  On July 8, 2024, the consumer contacted First American and provided their outside contractor diagnosis for review of coverage. After further review, the outside contractor reported the wave guide assembly had shorted and was unrepairable. The outside contractor recommended replacement of the microwave.
  On this same day, First American authorized replacement of the microwave. Please be advised, First American will replace your equipment with similar features, efficiency and capacity but is not responsible for matching the brand, dimensions or color. Please refer to your home warranty contract under Limits of Liability, Number Ten, which states:
  Company will determine,at its sole discretion, whether a covered system or appliance will be repaired or replaced. When replacing any appliance, Company will not pay for any failures that do not contribute to the appliances primary function including, without limitation, TVs or radios built into the kitchen refrigerator. Company will replace with equipment of similar features, efficiency and capacity but is not responsible for matching brand, dimensions or color. Company may install a smaller capacity unit, including but not limited to water heaters and furnaces,if the projected output of the replacement unit is similar to, or greater than,the replaced existing unit. Company reserves the right to replace with a rebuilt component or part or repair systems and appliances with non-original manufacturers parts. When coverage has been confirmed and a replacement is needed, Company is not responsible for matching any features of an existing item that do not contribute to the primary function of that item.
  As such, First American contacted the consumer and provided the option to accept the replacement microwave or cash payment in lieu of the replacement for $531.93. The amount includes the microwave, delivery,installation, and any applicable sales tax. The cash payment is based on First Americans negotiated rates with its suppliers and are non-negotiable, which may be less than retail as indicated in your warranty contract, Limits of Liability Number Fifteen, 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.
  
  On this same day, the consumer accepted the replacement microwave. The consumer should please be advised that the supplier, Lowes, will contact them directly to schedule a mutually convenient appointment for delivery and installation of the replacement microwave. First American considers this claim pending. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Uprofessional contractor and no escalation calls from managenenr I am legallt blind so this is challenging I hv vasovagal abwe all hv alkeegues.my 46 year old amputee son is truly sufferrinf deom hear exhaystiin as we as the other famikt memvees. Can i speak wuth someone to help finish

  

  Business response

  07/10/2024

  According to our records the consumer placed a claim on May 8, 2024, for their air conditioning unit not working properly. First American dispatched independent contractor ************** Services LLC who reported an unrepairable leak in the master bedroom evaporative coil,recommending that the master bedroom evaporative coil be replaced. Due to the evaporative coil replacement, there are non-covered costs in the amount of $1470.00. 
  
  Additionally, the contractor also reported the living room evaporative coil unit clogged with mold growth, requiring remediation. Per the home warranty contract, routine maintenance as well as toxic materials such as mold are not covered items, resulting in a partial denial.  The consumer may refer to their home warranty contract under Limits of Liability number seven, eight, and fourteen, which state:
  
  ******* 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.
  
  ******* does not provide service involving hazardous or toxic materials, including asbestos or any other contaminants. ******* is not responsible for any claim arising out of any pathogenic organisms regardless of any event of cause that contributed in any sequence to damage or injury. Pathogenic organisms mean any bacteria, yeasts, mildew, virus, fungi,mold or their spores, mycotoxins or other metabolic products.
  
  This Contract does not cover routine maintenance.
  
  The consumer had remediation performed on the living room evaporative coil unit and an appointment was scheduled with NextGen on June 20, 2024, although the unit was left disassembled by the contractor therefore NextGen was unable to diagnose the failure. Per the home warranty contract, items must be installed for diagnosis. The consumer may refer to their home warranty contract under the IMPORTANT section, which states:
  
   To be covered, Items must be installed for diagnosis and located within the confines of the perimeter of the foundation of the primary living quarters or garage (except for coverages purchased that, by their description, are located outside of the foundation, including well pump,septic tank, sewage ejector pump, pressure regulator, air conditioning,pool/spa equipment or plumbing plus)
  
  On July 3, 2024, First American followed up with the consumer to confirm the living unit had been re-assembled for further diagnosis, and the consumer informed us that they had their own second opinion contractor diagnose the failure. Therefore, we have requested the consumer send in their contractors documentation for review.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We pay for this home warranty service on a monthly basis. When you file a service request there is a $1While the contractor was at the house he said that he does not think that he will be able to find the parts for our problem and will send the report to First American. Well it has now been two weeks and we still have not received a remedy for our problem. I First American several times and kept getting patronized or placated by the phone support team. I have a family of six and the phone support technician said that if it were his house he would go ahead and buy a new refrigerator and not wait on First American to fix the issue. Pretty low praise from an employee of the company. I called in today and I was finally told that the contractor that they sent out to me was unqualified to work on our appliance. So now they are sending out a new contractor. TWO weeks in to this issue. Ridiculous. So now, two weeks later, I am being assigned a new contractor. This is completely unacceptable and i feel like there is the stench of fraud with this company. They have no problem collecting out payments, but when it comes time to service they are not proactive with their communication with the customers and they never provide concrete answers and/or timelines to fix the issue. I am on the verge of filing a complaint with the Secretary of State for wire fraud based on an intentional lack of service.

  

  Business response

  07/09/2024

  First Americans records indicate that on June 18, 2024, the consumer placed a claim for their refrigerator not cooling. First American dispatched independent contractor **** Investments LLC to diagnose the failure.
  On June 26, 2024, First American authorized the consumer $75.00 towards the purchase of either a rental or small refrigerator in the interim while completing diagnosis.
  On this same day, through July 1, 2024, First American awaited **** Investments LLC to provide their diagnosis for review. As such, **** Investments LLC reported the sealed system has shorted switches that are unrepairable. Additionally, **** Investments LLC advised that they would no longer be able to service this work order and requested it be continued.
  On July 3, 2024, First American dispatched independent contractor We Do It All Appliances and More LLC to diagnose the failure. On this same day, First American attempted to contact the consumer but were unsuccessful and a voicemail was left with this information.
  On July 7, 2024, We Do It All Appliances and More LLC contacted First American and advised that an appointment had been scheduled with the consumer for July 9, 2024, between the hours of 12pm and 4pm to diagnose the failure. First American currently awaits We Do It All Appliances and More LLC to provide their diagnosis for review of coverage. First American considers this claim pending. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting for resolve on a down draft gas range since June 06, 2023. After over a year of run around, I am now left with a replacement in the middle of my kitchen. First American asked me to gain a bid for install and inspection of the gas lines under the house. I interviewed licensed contractors and summited the bid as requested. FA feels that a city license is sufficient for the install and refuse to pay for proper repair. This is a big ticket item with gas running under my home that was tripping and require more than a handyman. I am now left with a range in the middle of my kitchen and warranty expiring on the replacement. I am unsure if it even works. FA has wasted hours of my time, offers poor communication, gives you the run around, provides only PO Box addresses with random contacts and doesnt care if your home is in danger. After an entire year instead of a contractor they called a gas company to make sure its not a leak. This company runs like a con job, will not fix things right and doesnt care about your safety.

  

  Business response

  07/09/2024

  First American Home Warranty Corporation (First American)s records indicate that on March 7, 2024, the consumer placed a claim for their oven range; oven is heating but after some minutes it turns off by itself. First American dispatched independent contractor Beacon Appliance &Repair Service Incorporated (Beacon Appliance) to diagnose the failure. On March 7, 2024, Beacon Appliance reported that upon diagnosing the unit, they found the oven range working properly.
  
  On March 13, 2024, the consumer reported the unit was having an issue. First American dispatched Beacon Appliance back to the property to diagnose the failure to the oven range. On March 25, 2024, Beacon Appliance recommended replacing the oven range. First American authorized the replacement.
  
  On March 25, 2024, First American provided the consumer with option to accept replacement (KitcheAid KSDG950ESS), however, the consumer declined the replacement
  
  On March 28, 2024, First American provided the consumer with the option to accept the replacement (KitchenAid JDS1750ML), or as alternative option accept cash payment in lieu of the replacement for $3,316.82. The amount includes the oven range,delivery, installation cost, haul away of old unit and any applicable sales tax. The cash payment is based on First Americans negotiated rates with its suppliers and are non-negotiable, which may be less than retail as indicated in their warranty contract, Limits of Liability Number Fourteen, which states:
  
      Contract holder 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.
  
  On March 28, 2024, the consumer declined to accept the replacement or cash payment option, requesting more money to purchase an oven at retail price. First American informed the consumer the option remained unchanged and processed the cash payment in lieu of the replacement as the consumer declined the options provided. Additionally, the consumer informed First American she ordered her own oven range.
  
  On April 1, 2024, the consumer informed ***** American she cancelled the order she placed for her oven range outside of First American and agreed to the replacement authorized by First American. First American ordered the replacement and informed the customer that the supplier was to contact them directly to schedule the delivery appointment. The consumer informed First American the would be out of tow for about three weeks.
  On April 17, 2024, The supplier scheduled a delivery appointment for April 29, 2024, as the consumer was out of town. However, the supplier was unable to install the oven range. Therefore, First American dispatched independent contractor ******* Appliance Repair to install and haul away of the old unit once the unit was delivered by the supplier.
  
  On April 18, 2024, ******* Appliance Repair attempted to schedule an installation appointment, however, the consumer declined to schedule the installation, requesting the contractor be a licensed general contractor. The consumer requested First American to pay $1,900, to hire a licensed general contractor to pull necessary permit/s to under the home and assess the gas line and install the oven range. First American did not authorized the consumers request.
  
  On May 1, 2024, First American informed the consumer to allow ******* Appliance Repair to install the oven range as they are a licensed company or as alternative accept cash payment in lieu of ******* Appliance Repair installing and hauling away the old unit for $200. The consumer declined the options provided and requested $1,421.88. First American did not authorized consumers request and processed the cash payment in lieu of First Americans cost to install and haul away for $200.
  
  Please be advised, First American will not issue any additional payment/s.
  
  Thank you,

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  3 issues. 1st off I am a contractor and I purchased the home warranty for piece of mind.Filed a claim for leaking dishwasher and washing machine. l started claim 3-11-24. I had to reach out to the contractors as they failed to reach out to me. After 1st call with contractor I called First American and let them know I was not comfortable with this contractor. Do to the language and protocol they were relaying to me. I was informed I had to use them. I attempted 2 more time to get a local contractor and not use the one assigned. I was repeatedly told they were 100% qualified to do the job and I had no choice and had to use them.Well they did not fix either leak and actually made the dishwasher worse. I found this out by the huge amount of water I now had under my floor causing bubbling and calcium deposits. When I informed 1st AHW they simply said we are not responsible for the contractor you need to take it up with them. This after 3 times telling me I had no choice but they were 100% confident in their contractors.They tried to make use them again and I said no way. 2nd contractor came out unprepared, and fixed nothing. they showed back up 6 weeks later 45 minutes late once again not prepared.Finally a support agent came in and replaced both units however I now had to spend over $1000 to get matching dryer. This process took over 3 months Meanwhile my AC started acting up so had to file a claim for that. 4 visits over a 1 week period due to the fact that the techs would not stay onsite to see if they even fixed it. This in over 100 degree weather projected to hit 115 as I write this. I tech actually called me after he left to turn it on. After 4th visit they said condenser needs to be replaced. I now have had no AC for 3 weeks. Contractor wants o overcharge me roughly $1500 out of pocket and to use my own contractor FAHW is low balling me on a cash out. I feel they need to reimburse me for any AC expenses as well as repairing the floor.

  

  Business response

  07/02/2024

  First Americans records indicate the consumer placed a claim on March 11, 2024, for the clothes washer and dishwasher not working properly. First American dispatched independent contractor,Pro Appliance, who reported to find the clothes washer unit leaking and recommended replacing the door boot. Regarding the dishwasher unit, Pro Appliance reported finding the door seal to be worn and recommended replacing the door gasket. Both recommended repairs to the clothes washer and dishwasher units were confirmed to be successfully completed by Pro Appliance.
  On April 8, 2024, the consumer advised they were continuing to experience a failure with both the clothes washer and dishwasher units. First American dispatched independent contractor,101 Repair, who diagnosed both units and recommended additional repairs. A service appointment was scheduled with the consumer for May 17, 2024.
  On May 20, 2024, and following the repairs by 101 Repair, the consumer contacted First American to advise that both units were experiencing the same failures. First American determined the appropriate next steps for the consumers claim would be to provide replacement options of the clothes washer and dishwasher to the consumer for their review. Please be advised that when replacing equipment, First American will replace with equipment of similar features, efficiency and capacity. The consumer may refer to their home warranty contract, Limits of Liability, Number Nine, which states:
  ******* will determine, at its sole discretion, whether a covered system or appliance will be repaired or replaced. When replacing any appliance, ******* will not pay for any failures that do not contribute to the appliances primary function including, without limitation, TVs or radios built into the kitchen refrigerator. ******* will replace with equipment of similar features,efficiency and capacity but is not responsible for matching brand, dimensions or color. ******* may install a smaller capacity unit, including but not limited to water heaters and furnaces, if the projected output of the replacement unit is similar to, or greater than, the replaced existing unit. ******* reserves the right to replace with a rebuilt component or part or repair systems and appliances with non-original manufacturers parts.
  On July 2, 2024, First American contacted the consumer directly and confirmed that both the clothes washer and dishwasher replacement units were successfully delivered and installed. As such, First American considers this claim closed.  
  First Americans records indicate that on June 18, 2024, the consumer placed a claim for the air conditioning system not working properly. First American dispatched independent contractor, ******* Heat & Air Conditioning (******* Heat) who reported to find the compressor to have seized and the hard start kit to have failed; the technician recommended replacing the condenser and TXV. As a result of this recommended repair, there were required non-covered costs in the total amount of $ ********, which included:
  Line Flush                                  $165.00
  Title 24 Testing                          $1,200.00
  Upsize Return Modification           $250.00
  Electrical Modifications                $310.00
  Drain Line Modifications               $185.00
  Line Set Modifications                 $220.00
  Permit Costs                              $500.00
  Pad (Code Requirement)             $225.00
  Earthquake Straps (Code Req.)    $85.00
  Locking Caps (Code Req.)            $45.00
  First American Code Coverage      (-$250)
  First American Permit Coverage    (-$250)
  Total                                         $********
  
  Please be advised that per the consumers home warranty contract, First American will pay up to $250 to correct code violations when effecting approved repairs and will pay $250 per occurrence for local building permits when they are required prior to commencing replacement of system or components. First American is not responsible for any modifications made necessary by existing equipment or installing different equipment. The consumer may refer to their home warranty contract, Limits of Liability, Number Six and Number Fifteen, which states:
  ******* will pay up to $250 to correct code violations when effecting approved repairs or replacements. ******* may, at its option, pay the Contract holder in lieu of performing the work. ******* is not responsible for the following: any other 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 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 ********* ******* will not alter structure to effect repair or replacement, nor refinish or replace cabinets, countertops,tile, paint, wall or floor coverings or the like.
  Where local building permits are required prior to commencing replacement of appliances,systems or components, ******* will pay up to $250 per occurrence for such local building permits. ******* will not be responsible for replacement service when permits cannot be obtained.
  First American advised the consumer that should they not wish to accept the non-covered costs required to complete the recommended repairs, a cash payment could be processed to them in the amount of $2,186.95. Please be advised, this cash payment is based on First Americans negotiated rates with its suppliers. The consumer may refer to their home warranty contract, Limits of Liability, Number Fourteen, which states:
  Contract holder and ******* may agree on payment of cash in lieu of repair or replacement.Payment is made based on *******s negotiated rates with its suppliers, which may be less than retail.
  On July 1, 2024, the consumer confirmed their acceptance of the cash payment in lieu of repairs in the amount of $2,186.95.
  On July 2, 2024, First American contacted the consumer directly and advised that their request to accept the cash payment had been received and that the cash payment would be sent to them in the form of a check via overnight mail. As such, First American considers this claim closed. 

  Customer response

  07/03/2024

   
  Complaint: 21927161
  
  I am rejecting this response because:Complaint: 21927161
  
  I am rejecting this response because: **** glosses over the fact that on 3 occasions I tried to get a different contractor on the first service call. They are taking no responsibility for the damages to my vinyl flooring that were caused by Pro Appliance that they said on multiple occasions were 100% qualified to do the job cleanly and correctly. On numerous  occasions I asked to speak with management to resolve the floor issue and I received no call backs. **** guaranteed me that Pro Appliance would do the job correctly. That job was butchered and caused damage to my floor. **** should do everything in their power to correct the damage. 
  The ** issue which should have taken 1 visit to diagnose took a week and 4 visits. **** needs to take responsibility for their contractors and the jobs they do. No techs stayed to determine if changing the part fixed the issue. 1 actually left my house called me and said go ahead and turn it on. 1 week should have been 1 day. We are currently 3 weeks in with temperatures reaching up to 155. The lack of accountability and follow through **** with their clients is definitely disappointing. As far as their breakdown and additional charges from ** company. As I stated I am a contractor holding a Gen * and 2 specialty licenses. I deal with multiple local contractors and purchased the **** for peace of mind if my home had any issues.
  I will only go over a couple of the out of pocket costs. I work with the City and have personnel relationships with AHJ staff. Permit fee for condenser approx. $150 ******* says $500. Title 24 testing Appox. $250 from HERS testing company. ******* $1200.  This is mandatory and should be covered by ****.  Electrical 'Modification" This will be a replacement nothing being modified and should be cover by ****. Most of the other costs are valid with acceptable markups. However as you can see over $1500 markup on just a couple items. **** has dragged their feet processing my claim. They have done this during a local heat wave that caused our daughter to stay somewhere as well as myself using over $600 of personnel ** units to try an get by. They have cashed me out basing their number of the cheapest undersized equipment they could find. Unacceptable and they should do better.
  I have hired a local ** company that is working on a custom home that I am also working on. He is installing brand name equipment with real 10 year warranties. My expectations for **** is to cover the cost of getting the ** completely fixed. Which is an additional $3500.00 A full reimbursement of the portable ** unit. Additional $200 as well as the floor that their contractor that they said was 100% certified to do the work correctly, ruined. between $600 and $1000 ( If we can find matching flooring) otherwise the whole downstairs will have to be replaced. Approx 200Sq ft
  Total $4700 if downstairs does not need to be replaced. Could add $6000
  If **** agrees to compensating the ** costs $3700 within the next 48 hrs. I will work on getting the floor handled myself.  I will sign off on the cases and cancel any remining time on my warranty. I no longer want to deal with them. IF they do not agree I will look into what can be done legally, 
  
  
  
  Sincerely,
  
  *************************

  

  Business response

  07/10/2024

  Regarding the alleged damage reported by the consumer to the flooring, please be advised, First American does not cover for secondary damage. The consumer may refer to their home warranty contract, Limits of Liability, Number Four, which states:
  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 Contractors delay or neglect in providing, or failing to provide, repair or replacement of an Item.
  Regarding permit fees and modifications required to complete the recommended repairs, as previously mentioned and per the consumers home warranty contract, Limits of Liability, Number Six and Number Fifteen, First American will pay up to $250 to correct code violations when effecting approved repairs and will pay $250 per occurrence for local building permits when they are required prior to commencing replacement of system or components. First American is not responsible for any modifications made necessary by existing equipment or installing different equipment. As such, reimbursement for the modifications necessary to complete repairs and cost outside of the $250 permit coverage based of the home warranty contract will not be authorized to the consumer.
  Please be advised that when replacing equipment, First American will replace with equipment of similar features, efficiency and capacity. The consumer may refer to their home warranty contract, Limits of Liability, Number Nine, which states:
  Company will determine, at its sole discretion, whether a covered system or appliance will be repaired or replaced. When replacing any appliance, Company will not pay for any failures that do not contribute to the appliances primary function including, without limitation, TVs or radios built into the kitchen refrigerator. Company will replace with equipment of similar features,efficiency and capacity but is not responsible for matching brand, dimensions or color. Company may install a smaller capacity unit, including but not limited to water heaters and furnaces, if the projected output of the replacement unit is similar to, or greater than, the replaced existing unit.Company reserves the right to replace with a rebuilt component or part or repair systems and appliances with non-original manufacturers parts.
  On July 1, 2024, the consumer confirmed their acceptance of the cash payment in lieu of repairs in the amount of $2,186.95. As previously mentioned, this cash payment is based on First Americans negotiated rates with its suppliers, as per the consumers home warranty contract, Limits of Liability, Number Fourteen.
  On July 9, 2024, this payment in lieu of repairs was successfully cashed by the consumer. Since the cash payment was accepted by the consumer in lieu of the recommended repairs and has been cashed by the consumer, no further reimbursement with be authorized. First American also does not reimburse for services performed without prior approval. The consumer may refer to their home warranty contract,Important Section, which states:
  First American Home Warranty *********** ********* will not reimburse you for services performed without prior approval.
  Regarding the consumers request for full reimbursement of the portable air conditioner, on June 24,2024, First American advised the consumer that reimbursement of up to $150.00 towards the purchase of a temporary relief item, such as a portable air conditioner was authorized. The consumer subsequently provided First American with a receipt for the purchase of a temporary relief item and reimbursement in the amount of $150.00 was processed to the consumer in the form of a check on June 26, 2024. As such, no further reimbursement will be processed. First American considers this claim closed. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a home warranty with First American Home Warranty. Place a call for service for our dryer which wasn't drying correctly, the repairman spent 2 hours taking apart the machine and never did locate the heating issue. He put the machine back together and it no longer worked. He left stating that he had to file a report and order parts. The warrant company emailed us denying the claim as not covered. I contacted the warranty company and was given no help just that they had no liability. The machine worked when your contractor arrived and now it does not and you want to have no liability? Sounds like your operating in BAD FAITH to me. Hopefully I can get some help in correcting this situation

  

  Business response

  07/08/2024

  Our records indicate the consumer placed a claim on June 26,2024, for their clothes dryer not drying clothes. GS Appliance was dispatched and reported the drum and rear bulkhead assembly were physically damaged. As a result, on July 1, 2024, coverage for the repair of the consumers clothes dryer was denied. The consumer may refer to Limits of Liability Number Three in their home warranty contract. On July 1, 2024, the consumer contacted us disputing the findings of GS Appliance, and on July 2, 2024, in the interest of customer service, All Valley Appliances Heating & AC (All Valley), was assigned to provide a second opinion. On July 5, 2024, All Valley informed us they had been unable to connect with the consumer for scheduling, and we have requested the consumer verify that we have their best contact phone number on file. 

  Customer response

  07/10/2024

   
  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

  06/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I pay a first American insurance monthly with added protection that suppose to cover modifications for the heating and air conditioning replacement. I just went through a 4 week process explaining to them what we pay for monthly. But they insisted that the modifications that needed to be done wasnt covered. The new air handler and out side unit was installed on 6/28/24 but we had to pay out of pocket $2025.00 before the service could be done. I then called first American back explaining to them that the modifications they said would be done wasnt done. And I asked how much was the air handler and outside unit cost. They said $1180.00. Something need to be done about this insurance company because they are not honoring the contract the customers pay for and they are stealing money from the customers with these fraudulent so called modifications that they say arent covered. We $67.00 monthly for the past 3 to 4 years. And now we just paid $2125.00 which includes the ****** fee to have a contractor to come out to your house. The uploads is a picture of the part of our contract that supposed to cover replacement of AC . And the other is the out of pocket expenses they said they didnt cover.

  

  Business response

  07/05/2024

  First American's records indicate that on May 28, 2024, the consumer placed a claim for their air conditioning not cooling properly. First American dispatched independent contractor HonestHVAC/R LLC to diagnose the failure. HonestHVAC/R LLC informed First American they do not service the consumers area.

  On May 9, 2024, we dispatched ****** LLC (WV/VA), who reported they replaced a capacitor, and the system is operating properly.

  On May 24, 2024, a recall was issued, and we dispatched ****** LLC (WV/VA) who reported no mechanical failure.

  On May 28, 2024, a recall was issued, and we dispatched ****** LLC (WV/VA), who reported the air handler is leaking refrigerant and the compressor has shorted out, recommending replacement of the air handler and the condenser.

  As a result, in the air handler and condenser replacement there were non-covered costs, the consumer must agree to prior to replacement.The air handler non-covered costs were for the disposal $50.00, $75.00 permits,and modifications in the amount of $1,100.00.  The modifications were line set, armor flex, condensate line, and mounting and bracing.
  The condenser non-covered costs were for disposal at $50.00,and modifications in the amount of $750.00. The modifications were line set, line set flush, armor flex, and high and low voltage electric termination.
  
  The consumers home warranty contract does not cover modifications, permits, and disposal/haul away. The consumer may refer to their home warranty contract under Limits of Liability number Seven and Central Air Conditioning under not covered examples, 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, 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 ********* ******* will not alter structure to effect repair or replacement, nor refinish or replace cabinets, countertops, tile, paint, wall or floor coverings or the like.
  
  NOT COVERED EXAMPLES:HUMIDIFIER/DEHUMIDIFIER SYSTEMS OR ACCESSORIES, REGISTERS, GRILLS, FILTERS (INCLUDING ELECTRONIC AIR CLEANERS), GAS AIR CONDITIONERS, WINDOW UNITS,UNDERGROUND OR OUTSIDE PIPING AND COMPONENTS FOR GEOTHERMAL OR WATER SOURCE HEAT PUMPS, COOLER PADS, ROOF JACKS OR STANDS, SYSTEM MANAGEMENT OR ZONE CONTROL SYSTEMS (WHETHER MANUAL, ELECTRONIC, COMPUTERIZED OR PNEUMATIC) AND REFRIGERANT RECAPTURE, RECLAIM AND DISPOSAL.
  
  The consumer contacted First American to agree to the con-covered costs on June 4, 2024.
  
  First American has placed an order for heat strips, and they are ready for pickup. This information has been shared with ******. ****** will contact the consumer to schedule an appointment to install the heat strips.

  Please be advised, we consider this claim to be pending.

  
  

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called to file claim for home warranty, my air conditioner went out and since they only have two providers in the area they wont contact another company to provide coverage. Its well over 90 degrees and is creating an unsafe home environment for people and pets within my home.

  

  Business response

  07/05/2024

  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 29, 2024, the consumer placed a claim for their air conditioner not cooling. First American dispatched independent contractor ******** ************* who was unable to service the air conditioner in a timely manner.First American dispatched independent contractor ************* FL LLC (HVAC) who reported the condenser run capacitor failed. The contractor replaced the run capacitor. The repair was completed on July 4, 2024.

  First American spoke with the consumer and they confirmed the air conditioner has been repaired and is working.

  First American considers this claim closed.

*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. ↩