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Complaint Details
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Initial Complaint
09/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 9/19 I started a claim with First American Home Warranty to take care of a broken spring on my Garage Door. Request #**********. After setting the claim up they assigned a contractor that has worked on my house before but for AC and Plumbing concerns. I had initially called to see if I could assign this to a Garage Door specialist and they said no absolutely not. I was informed they had to use their own contractor.On 9/27 the contractor showed up as anticipated to get measurements. From a previous conversation they said they would stop by when in the area. The evening of 9/27 I get a called from FAHW that I would need to pay for the garage door itself. After a lengthy conversation, I made it clear I knew the garage door was in bad shape but wouldn't put on a new door until the spring was fixed. After not receiving a call back, on 9/28 I checked status only to find my claim denied. on 9/28 I spent over 30 minutes on the phone with a representative with not resolution.
Business response
12/16/2021
Business Response /* (1000, 5, 2021/10/12) */ First American Home Warranty Corp's (First American) records indicate that the consumer placed a claim on September 19, 2021, for the garage door opener not opening or closing. First American dispatched an independent contractor to diagnose the failure. The contractor indicated the springs were broken due to normal wear and tear, however the door was damaged and needs to be replaced prior to the new springs being installed. The consumer disputed the diagnosis, and opted to accept a cash payment in lieu of repairs in the amount of $177.50. The consumer has since then called in to notify First American that he has had the garage door and springs replaced by a contractor of his choice, and for First American to reinstate coverage on his garage door. This claim is considered closed.Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Claim ********** was opened on July 28th of this year to fix a broken refrigerator. Since then, the warranty company has had four different companies on seven total visits to try and fix the appliance. Myself and my family have made ourselves available every time for the technicians but every time the technician has failed at fixing the appliance. The warrant company has failed at finding suitable and certified technicians to fix the appliance. I have spent hours away from work waiting for technicians to come to my home, not to mention the hours I've spent calling the warrant company. Their claims representatives give out different information nearly every time I call. Their supervisors have not called me back or returned my voicemails. I am asking for the warrant company to replace my unit with a new unit, rather than bandaid fix it like all the other technicians have done. I think they have been unfair and unprofessional. I want upper management to return my call directly.Business response
12/16/2021
Business Response /* (1000, 5, 2021/10/11) */ First American Home Warranty Corp (First American) would like to apologize for any inconvenience the consumer may have experienced during the handling of their kitchen refrigerator claim. Our records indicate the consumer accepted a replacement refrigerator. As a gesture of goodwill First American has refunded the $75.00 service call fee for placing the claim. First American considers this claim closed.Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have an annual home warranty with First American Home Warranty. I have had a very simple bathroom faucet sink leak. They sent out a company (***********************) twice within the past 45 days. But neither time was the issue resolved. Yet they charged the $85 deductible twice for a total of $170. But the problem still exists, and even though ******************* came out yesterday, they again could not complete the job because they said the work "wasn't on the work order". I have called First American Home Warranty 6 times. They just give me the run around and I can't get a resolution. I only get a voicemail they keep transferring me to (ext ****** Even though ******************* was unable (or incapable of resolving this most basic of issues), they want to send them out again for a 3rd time. I do not believe this is reasonable. They tell me if I want a different, or more qualified plumber, I will have to pay another (3rd) deductible. I get no replies from the msgsBusiness response
12/16/2021
Business Response /* (1000, 5, 2021/10/14) */ The initial plumbing claim was placed in July. The second plumbing claim was placed September 20, 2021. Per the contract, the contractors repairs are warranted for 30 days. If the item fails outside of the 30 days a new claim is to be placed requiring a new service call fee due. The plumbing repairs were completed on October 1, 2021Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
on July 25th 2021 my water well pump went out we had no water Sunday night on Monday the 26th of July 2021 at 8 15 am I called First American Home Warranty to request service for my water well the person who was helping me could not find a contractor in my area so I asked him if I could find an outside contractor he said yes but I would have to wait for an authorization I asked how long will that take because this is an emergency I am going on 2 nights without water he said it would could take about 48 hours to get an authorization that was going to be 4 nights without water on Tuesday about 1 00 pm I called again this time the person who helped me said he found a contractor that could be here on Wednesday I just could not wait for them another night without water that was not possible for us to go another night with out water for the toilets, bathing, drinking water for us and our dogs needed fresh water also. I got very upset because they did not try hard enough to find a contractor.Business response
12/17/2021
Business Response /* (1000, 5, 2021/10/05) */ In order for First American to review the consumer's complaint, we will need the claim number.Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This has been going on for 2 months it's our air conditioning unit they have never addressed the first issue now there is a secondary issue and they say they are sending out contractors who don't show up. The damage is causing mold in my home and my kids bedroom. I can't get anyone with authority on the phone. I have made at least 15 calls with not resolution. I need more pressure from the BBB to get a result. PleaseBusiness response
12/16/2021
Business Response /* (1000, 5, 2021/10/14) */ First American has authorized the replacement of the air handler. As a result of the replacement there are non covered costs that need to be agreed to prior to the installation. At this time, First American is awaiting the consumer's decision to proceed.Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The company provided incorrect information multiple times while speaking with them. I have been w/o a microwave for over 2 months and I today I get a microwave that is way too big and not the right color . The company provided me 50.00 for inconvenience for how long it was taking but the fact that it was too big should require me not having to pay a restocking fee of 25% smh . Customer service was hit or miss ... I just refuse to get with them again . I'm a first time buyer so this was negotiated with my realtor but stay away . Service sucks ...Business response
12/08/2021
Consumer Response /* (2000, 5, 2021/10/06) */ Hello I would like to cancel my recent complaint . We do I need to do ? Sent from my iPhone
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Customer Complaints Summary
3,822 total complaints in the last 3 years.
1,090 complaints closed in the last 12 months.