ComplaintsforFirst American Home Warranty

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I began a claim with FAHW on June 16th, 2021 in regards to an A/C unit that was not working. They assigned a contracter that took a look at the unit and said they would have to come back and then never answered any more calls. Over the next 6 weeks FA assigned 4 more contractors, none of which ever called us or answered any of our hundreds of phone calls. One of the companies FA assigned doesn't even work with FA anymore! Mind you, these are 6 weeks in the middle of a heat wave in Las Vegas! I have a 3 year old as well as a 66 year old in my home, the inside of the house was 90 degrees most days! FA did not care at all. We called them dozens of times, waiting on hold for hours at a time only to get hung up on. They finally granted us $150 to buy fans. The fans did nothing but blow the hot air around. We tried but could not find any swamp cooler or AC unit for $150. Finally we paid an outside contractor out of pocket to fix the AC and FA now refuses to reimburse us.

  

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/08/12) */ Per the home warranty contract, First American does not provide reimbursement for service performed without prior approval. The consumer can refer to the home warranty contract, under Important. As a consideration but not a guarantee, the consumer can email her contractors invoice confirm the failure to ******************* for review. Consumer Response /* (3000, 7, 2021/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I emailed them as soon as I received a response and have still not heard back. Our A/C is going out again and they still will not even talk to us to get another technician out so we are going to have to pay out of pocket again. This company has been useless for us. Business Response /* (4000, 9, 2021/08/28) */ First American has not received any correspondence to the email address stated above. The consumer will need to resubmit and include claim number. Consumer Response /* (2000, 11, 2021/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company reimbursed me. Thank you.

• Initial Complaint

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My AC unit was not working properly and I went through the home warranty company. They sent SEARS out to service the home, but after the service with SEARS the unit went completely out. FAHW was well aware of my *********** condition of ******** and heat ********* but I am still waiting for repair at this time. I am going to fix it on my own as a whole new unit is needed; however FAHW continues to put me on hold with ordering of parts and service and no date has been set (also current temperature is record high). I asked for a payout for the unit to purchase on my own as I have a contractor willing to service today, but FAHW only wants to pay out $683.00 for a condenser and labor although the replacement unit can be purchased no less than $******* even on wholesale. FAHW states that it is there policy not to provide proof of cost to the customer, per their policy; however they cannot show the policy either (per ***** - last representative I spoke with).

  

  Business response

  09/02/2021

  Business Response /* (1000, 8, 2021/08/17) */ First American Home Warranty Corporation's (First American) records indicate the consumer placed a claim on July 15, 2021, for their air conditioner not cooling. First American dispatched an independent contractor, SHIP Incorporated, to diagnose the failure. The contractor reported a dirty condenser and over charged unit. The contractor adjusted the charge and reported the unit was working properly. On July 30, 2021, First American dispatched Service Tech. Incorporated, who reported the condenser (outdoor unit) needed to be replaced due to a bad fan motor and compressor. This incurred non-covered costs of $170, which the consumer accepted. First American authorized the replacement and ordered the equipment. As of August 17, 2021, the contractor confirmed they have received the equipment and have made multiple attempts in contacting the consumer to schedule an appointment to complete the replacement of the condenser. First American has also attempted to contact the consumer. First American is awaiting the response of the consumer and considers this claim closed. Consumer Response /* (3000, 11, 2021/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated a claim was submitted on 07.15.21 due to the AC not cooling properly, after Sears (contractor of FAHW) serviced AC, AC stopped cooling completely. FAHW was immediately notified, but could not get original contractor to return and fix error until the next week, but after several phone calls to FAHW by customer, FAHW found another contractor. This contractor was sent by FAHW, 3 days later with NO AC, who diagnosed complete failure of condenser and part was to be ordered by FAHW which would take several days. In the midst of a heat advisory and a child with epilepsy, customer had to seek outside contractor. Customer asked for replacement cost for reimbursement and was given an unreasonable price, as no condenser, even with an extreme discount, could be purchased in the amount of price given of approximately $600.00 with installation. Customer asked for proof of purchase of condenser and FAHW refused. It was not until 08.05.21 customer was contacted by contractor about replacement unit being in, after over a week with no working AC and a child with medical needs specific to heat. FAHW did not even CALL once or attempt to contact customer until today, 08.17.21; however did not speak to customer only left message to contact FAHW back. Customer did contact back today and left message; however no response yet. Customer asks for full refund of out of pocket expenses or delivery of purchased condenser by FAHW and reimbursement for covered expenses for installation. Business Response /* (4000, 13, 2021/08/23) */ Per the home warranty contract, First American may offer a cash payment in lieu of repair or replacement which may be less than retail. In addition, per the contract, First American is not responsible for modifications, code requirements and haul away/disposal. The consumer may refer to the home warranty contract under, Limits of Liability Number Fourteen and Number Six, which state: "Contract holder and Company may agree on payment of cash in lieu of repair or replacement. Payment is made based on Company's negotiated rates with its suppliers, which may be less than retail." "Company is not responsible for the following: any corrections, repairs, replacements, upgrades, inspections or other additional costs to comply with federal, state or local laws, utility regulations, zoning or building codes; paying any costs relating to permits, haul away fees, construction, carpentry or relocation of equipment; gaining or closing access to Items except where noted in this Contract; and, alterations or modifications made necessary by existing equipment or installing different equipment except where noted in the Central Air Conditioning section of this Contract. Company will not alter structure to effect repair or replacement, nor refinish or replace cabinets, countertops, tile, paint, wall or floor coverings or the like." The consumer has informed, First American they have had the condenser replaced by their own contractor. First American will issue the cash payment in lieu of replacement, which the consumer should allow 7-10 business days for the processing and delivery of the check. First American will not grant the consumers request of reimbursement or the delivery of the condenser. Please be advised, First American considers this claim closed. Consumer Response /* (4200, 15, 2021/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not notified FAHW that the condenser was repaired by my own contractor; only to the cost of the same repair costing thousands and thousands more than FAHW is offering in cash payment. I have requested for FAHW to deliver the purchased condenser to my home as per the ********* however currently they refuse. I DO WANT THE ********* and DO NOT WANT A CASH ******** Business Response /* (4000, 17, 2021/09/01) */ As previously stated, First American will not deliver the condenser. First American has honored the contract in issuing a cash payment, as the consumer informed First American they have replaced the condenser. First American's decision remains unchanged and considers this claim closed. Consumer Response /* (4200, 19, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the pay out and would like for my condenser to be replaced as per the contract. The check has been returned and not cashed.

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I file a claim with First American on January 29,2021,the contractor came and ordered the parts needed they keep sending the wrong parts ,at the end they could not get the parts,so they ordered a replacement dishwasher,I had been waiting since January 29,2021 FOR MY NEW DISHWASHER EVERYTIME, I CALL THEY GIVE A DATE ,THEN DATE DATE COMES AND PASS I CALL AGAIN THEN IS ANOTHER WEEK OR TWO,AND THATS IS BEING THE STORY,THE CASH OUT OFFER THEY OFFER IS OBSENE THE DISHWASHER THEY ORDERED FOR ME COST $735.00 NOT INCLUDING INSTALLATION AND HAULING THE OLD ONE WHICH IS ANOTHER $ 189.00 HOWEVER THEY ONLY OFFERING $600.00 WHICH IS RIDICOULOUS,UP TO NOW THEY CLAIM THEY HAD ESCALATED TO THEIR PURCHASING DEPT TO FIND ANOTHER SUPPLIER,i CALL TODAY THEY SAID THERE IS NO SUPERVISOR AVAILABLE. TO TALK TO.THIS IS VERY FRUSTRATING AND SHOWS THE LACK OF CARELESS THIS COMPANY.IS THERE IS NO MANAGER TO TALK TO IS THE MOST ANNOYING SITUATION EVER

  

  Business response

  09/13/2021

  Business Response /* (1000, 5, 2021/08/13) */ First American Home Warranty Corporation's (First American) records confirm the consumer's replaced has a scheduled estimated time of arrival of August 23, 2021. First American's records consider this claim pending. Consumer Response /* (3000, 7, 2021/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dates keep changing every week,everytime this date comes and go when I called when I call on 08/23 I will expect another delay and this is being going around since April or so even though the claim was originally opened on January Business Response /* (4000, 9, 2021/08/25) */ First American will be moving forward with providing cash payment in lieu of the dishwasher at the consumers costs. Please allow 7-10 business days for the processing and delivery of the check. First American considers this claim closed.

• Initial Complaint

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on June 9th 2021 a service request was filed for our air condition. 6 weeks and numerous phone calls later the air condition was not repaired. We contacted our own service provider and the air condition was fixed in 3 days. Subsequently I had renewed our yearly home warranty through first home warranty. The renewal date was July 10th 2021. Due to the circumstance we canceled the renewal on July 16th which was 6 days later. We were told we would receive a full refund. We just received a check for $70. The refund should have been $800.

  

  Business response

  08/30/2021

  Business Response /* (1000, 8, 2021/08/18) */ First American Home Warranty Corporation (First American) would like to apologize for any delays or inconvenience the consumer may have experienced during the handling of their claim. At this time, First American is aware that the consumer hired and paid their own contractor to repair their system. Subsequently, First American has requested a copy of the report and paid invoice, to review. Please be advised, First American considers this claim pending.

• Initial Complaint

  08/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim on my clothes dryer on June 14, 2021 as it had stopped working. Three (3) different technicians came out between June 28th and July 21st and all of them have said the part that is needed to repair the dryer is no longer manufactured. However, I have called the company on multiple occasions, held for at least an hour each time and still do not have a resolution. I have been told several times that the issue has been escalated. The common thing I am told is that the service department that makes the decision is closed for the day (when I call after work) or unavailable during business hours and the customer service rep will reach out to them for an update on the next steps and will call me back and/or email. I have not received any calls or emails with any updates except that replacement parts were ordered between each technician visit only to confirm what has been stated all along; "the correct part that is needed is no longer manufactured."

  

  Business response

  08/24/2021

  Business Response /* (1000, 5, 2021/08/12) */ A replacement clothes dryer has been offered and accepted by the consumer. Estimated time of arrival is August 12, 2021.

• Initial Complaint

  08/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My HVAC condenser stopped working 7/06/2021. The next day, 7/07/2021 I placed a service request. They assigned a contractor, who then called on the 9th to tell me their contractor was injured and could not perform the work. I called the warranty company, and my claim sat at "locating contractor" for about a week. Several phone calls later, still no closer to fixing my unit. Every call basically just restarts the whole process again, no follow through. They tell me that there are backup contractors, and that they will call me back, but never do. It's 8/01/2021 and expect to be waiting another month for a repair.

  

  Business response

  09/08/2021

  Business Response /* (1000, 5, 2021/08/16) */ First American Home Warranty Corporation (First American) would like to apologize for any inconvenience the consumer may have experienced during the handling of their claim. First American's records indicate the consumer placed a claim for their air conditioning unit not cooling. First American dispatched an independent contractor, Universal Comfort Heating & Cooling to diagnose the failure. Universal Comfort Heating & Cooling contacted First American stating they were unable to diagnose this work order due to an injury. As such, First American authorized the consumer up to $125.00 to hire a licensed contractor to diagnose the failure. Please be advised, the consumer contacted First American stating they were unable to locate sooner service therefore, requested that Universal Comfort Heating & Cooling provide the diagnosis. At this time, First American is waiting on additional information as to when Universal Comfort Heating & Cooling is able to service. First American considers this claim pending.

• Initial Complaint

  07/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called home first American home warranty for a/c not working. Universal air conditioning company license #******* came out and performed inspection recharged system and other service to ac was done . Ac stopped working again . They came back out and found defective parts on system. Ordered parts and when parts arrived first American warranty call and informed universal air comp. That parts they ordered are here.Universal set appointment for 7/31/21 between 9am and 12pm. Universal air con picked up parts7/30/21 and call on 7/31/21 at 940 am that they have incorrect parts.First American warranty refuces to give us housing till our ac is fixed. our house is over 90 degrees inside.They did say they will give is 150 for a/c unit ac unit for that price does not cool down house. They refuse to send out any other company to repair a/c they stated they can have ac repaired Monday. We just want a place to stay with cold air. This has happend for more than First American warranty ***************

  

  Business response

  09/02/2021

  Business Response /* (1000, 5, 2021/08/16) */ First American Home Warranty Corporation (First American) would like to apologize for any delays or inconvenience the consumer may have experienced during the handling of their claim. As the consumer has indicated in their complaint, they were offered temporary relief in the amount of $150.00 towards the purchase of fans and/or a portable air conditioner. The consumer is also requesting compensation for lost time and work. Per the home warranty contract under Limits of Liability, Number Four, it 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 Contractor's delay or neglect in providing, or failing to provide, repair or replacement of an Item." Per the contract verbiage, First American does not provide reimbursement for such losses. At this time, First American is aware that the consumer's air conditioning system has been repaired. Subsequently, First American considers this claim closed.

• Initial Complaint

  07/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 18, 2021 14 year old Pool Heater not working 1st Contractor sent to house- Report stated chewed wires, rodent activity, low gas pressure. 2nd Contractor sent to house (came out 3 times)- Stated low gas pressure 1st and 2nd time coming to house. Did not have a problem with heater just gas and did not note any rodent activity. Owner provided photos and report from gas company and Hayward pool heater dealer that there was no rodent activity & no gas pressure problem. Unit was old. Also opened service ticket with First American that sent a gas company to confirm no gas issue. 2nd contractor - After 3rd denial was overturned the 2nd contractor came back to the house without scheduling visit without notifying home owner and was not authorized to be on the property. Contractor was viewed on Ring Cameras coming on property for 6 minutes taking photos not repairing. Homeowner was not able to view what contractor was doing while on property. Denied replacement based on photos.

  

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/08/16) */ First American Home Warranty Corporation's (First American) records indicate the consumer placed a claim for their pool heater not heating. First American dispatched an independent contractor, Aqua-Brite Pool & Spa Repair, Incorporated who reported the heater was not working because the wiring was chewed up by rodents. Please be advised, First American does not cover failures as a result of pest damage. The consumer may refer to their home warranty contract under Limits of Liability, Number Two: "Repairs or replacements required as a result of missing parts, fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, mud, war, riots, vandalism, acts of God, damage from pests, lack of capacity or misuse are not covered by this Contract." Please be advised, the consumer contacted First American stating they hired an independent contractor who did not find any pest damage. As such, First American dispatched Aqua-Brite of FL Incorporated to provide a second opinion diagnosis. Aqua-Brite of FL Incorporated reported the heater was not working properly due to low gas pressure. The contractor recommended that the consumer contact the gas company to confirm. However, the consumer contacted First American stating the gas company found no failures therefore, First American recalled Aqua-Brite of FL Incorporated who stated the gas regulator needed replacement as it had failed. In addition, they reported the firewall on the pool heater was damaged due to pests. As previously stated, this failure is not covered per the consumers home warranty contract. First American considers this claim closed. Consumer Response /* (3000, 7, 2021/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The claim should not be closed for the following reasons: Please be advised that FAHW did not present all the facts. Aqua Brite Pool& SPA Repair (contractor #1) stated in their report consumer had a chewed up firewall due to rodents and chewed up wires. Denial was overturned by FAHW themselves when consumer presented photos that was obtained by the independent contractor. The photos showed no chewed up wires or rodent activity. Please be advised that FAHW did present all the facts. Aqua Brite of Fl. (contractor #2). They came out to the house twice claiming low gas pressure. Consumer provided paperwork from an authorized gas dealer confirming that their was no gas problem. FAHW would not over turn the denial when the consumer submitted the paperwork. Consumer had to open a gas leak service request with FAHW in order to get the denial over turned. The contractor that was dispatched to the house confirmed that there was no gas leak. Denial was over turned after consumer had to pay $75 co pay for a gas service request. Please be advised that FAHW sent Aqua Brite Pool& Spa (contractor #1) back to the consumer house and NEVER addressed the following. The contractor came to the consumers house without scheduling a service call to confirm that someone of the age of 18 was at the house. The contractor tampered with the pool heater without the consumers knowledge to determine the gas regulator needs to be replaced. The contractor did not secure everything down when they left. The firewall has has been in tact and the wires were not chewed up which is why the first denial was over turned. IF THIS WAS TRUE Contractor #2 would not of came back to the consumers house twice and they would of written the pool heater up for Rodent activity just like contractor #1 IF it was that apparent. Contractor #1 did not follow FAHW Service Request policy. Needs to be addressed in your followup response Please be advised that FAHW "Reverted" back to to the first claim that was already overturned by FAHW after the consumer presented photos and they dispatched Aqua Brite Of Fl out to the consumer house twice. Note: The second opinion is supposed to be Aqua Brite of Fl. Conclusion: FAHW should replace the gas regulator due to Aqua Brite of Fl not following FAHW Scheduling policy and for the homeowner not being able to be present when they were on their property tampering with their pool heater which resulted in a denial. Business Response /* (4000, 9, 2021/08/26) */ First American Home Warranty Corporation of Florida (First American) apologizes for any inconvenience the consumer may have experienced during the handling of their claim. Please be advised, First American received consumer's independent contractor's diagnosis and is process of reviewing. Once reviewed, First American will contact the consumer directly. First American considers this claim pending. Consumer Response /* (2000, 11, 2021/09/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the proposed solution but my concern is how long it's going to take. How long will FAHW drag this out. I've waited several months to have this fixed. A verdict should be made within a couple of days. Business Response /* (4000, 16, 2021/09/17) */ At this time, First American is currently in the process of still reviewing the consumers claim for an update. First American considers this claim pending. Consumer Response /* (4200, 18, 2021/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) My request for service was submitted over 5 months ago. Not sure why it would take this long to resolve this issue. Also note that it's inexcusable to have a vendor to come on a customers property without their knowledge. He did not screw the nuts back in left things open. What would of happened If I would of fired the heater up and my kids where near it. Something to note for all customers. I didn't have visibility into what your vendor was doing while he was on my property and he could of caused more damage to the unit. He didn't even knock on my door when he came to the house or left. Also each time he came out. I paperwork was provided to the customer. Business Response /* (4000, 22, 2021/10/04) */ First American has reviewed the consumer's invoices and processed reimbursement for the replacement of the pool heater and the diagnosis by their contractor. Please allow 5-7 business days for the processing and mailing of the check.

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