The details are the fact that FIRST AMERICAN HOME WARRANTY will hang up on you if you actually have the gull to ask them to do their job. This corporate greed is so offensive I cannot even put it into words. I have had a broken oven since November 2014, HAPPY THANKS GIVING, MERRY CHRISTMAS. RIGHT?
it is now July 2015 and still I get hung up on when I have been on hold for over an hour. My hears hurt from having a headset on for so many hours.
IF YOU HAVE AN EMAIL ADDRESS FOR THEM PLEASE, PLEASE, PLEASE FORWARD TO ME.
If you are starting a class action lawsuit, please let me know!!
On Sunday 7/I2/2015 I called First American Home Buyers Waranty Services to have my A/C fixed since it went out in 95 degree weather Saturday. First American contacted North Star Mechanical to have them come out and told me to contact them also Monday morning. After waitinng over an hour to get North Star on Monday I was told they received my order but would be Tuesday before they could come. Later that evening I received a call saying it would be Wednesday before they could come since they just proccessed my order. Tuesday morning I received another call from them telling me it would be Tuesday after all since they had talked to me early Monday morning.
Late Tuesday afternoon a worker came out put freon in the unit then told me the A/C was now cooling and it would take awhile to cool down the house. He said the outside coils needed to be cleaned and it would be $300 and air was coming out around inside unit and it would be $185 to tape it up. I told him I was under warranty and he said the warranty did not cover the type of work needed and if I wanted the coils cleaned call the office tomorrow. The unit stopped working again Wednesday morning. I had the coils cleaned and the A/C unit taped up by a non professional that day and the unit still did not work.
Wednesday morning I called First American Home again and waited on the phone over an hour for them. Once I got through and told them my problem they put me on hold to check it out and after 30 minutes on hold again I was hung up on. North Star called me Wednesday afternoon. They said the worker wrote the coils needed to be cleaned and that was the problem. If I had a receipt the coils were cleaned then they would come out again but it would be Friday at the earliest. I told them they could check the coil cleaning when they got here.
Friday evening another worker came out from North Star and said the unit was froze up and there was nothing he could do.. I told him the worker who came out Tuesday was the one who said the unit was fixed and was the one who turned the unit back on. He said the coils were clean and there was not a problem there He told me to call his office Monday and they would schedule me for another day. I told him it had already been a week and it was in the ninety's outside and 100 in the house. He phoned his supervisor and came back and told me he would be back tomorrow.
I received a call from North Star Saturdayafternoon telling me the worker would be here today. No one showed up and I am still without any A/C after numerous calls to First American and North Star Mechanical.
Called to get garage door fixed, unable to operate opener. called in on Wednesday, called back thursday to see if a company had been assigend my case (Nbr 6067144303] YOUR REP called found Martin Door's but not able to servihoce me until Tuesday of next week. That isreally not acceptable. Was to ld to call my own to get door down but that's all th ey can do, the actual repair must be done b y Martin. it seems silly that you would authorize 125.00 dollars to have someone do part of the work and not the whole job
This warranty company has the worst customer service department in the world..Iwas on hold for 35 minutes attempting to reach customer service and for 20 additional minutes when customer service transfered me to the real estate deptment..You will get no customer service from this company period.
On Friday 6/12/2015 i called First American Home Warranty to report a problem with an airconditioner. The temperature outside was 111 degrees. First American took my report and stated that they would have someone call me for an appointment to investigate the problem within 2 business days. I informed them of the temperature and the future forcast to be even higher for the next week. I asked for "expedited" servie.
On Monday 6/15/2015 we received a call from the contracto that he would be at my house in 10 minutes. We left our office to meet him at the house.
When he arrived he looked at the air conditoner (visually only) Checked the temperature {by tactile hand method) and determined that further "tersting" was needed as he supsected a leak. He stated that he would have to submit the information to FAHW for approval to test for a freon leak. In the mean time he suggfested that we lower the thermostat to its lowest setting. (this is ridiculous as the setting will not lower the temperature any more than a higher setting might that is below the ambient temperature.)
On monday late afternoon i received an email from FAHW stating that the "repairs" were authoprized qnd that the contractor would again call me to set up an appointment to complete the "repairs". At 10:00 AM on 6/16/15, I called the Contractor , ARGO Airconditioning to see when they would be out to repair the air conditioning system. He informed me that FAHW authorized the system to be checked for leaks and only a minor "stop leak" chemical repair was authorized. the outside air temperature is now approaching 117 degrees.
the repairman informed me that he will probably be able to getr out to test for leaks between 9 and 12 tomorrow morning. The temperature tomorrow is expected to be higher than today. this does not mean that repairs will be efected
I went to the FAHW.com website to inquire about these repairs and there was no way, on that webiste to contact them for information. I then called them on the phone for help. I am on hold while i write this report/complaint. As of right this moment i have been on hold for 31 minutes "do to the high volume of calls". They are continually apologizing for the long wait though, so that makes me feel better NOT.
This company is totally unresponsive to their customers and even though i have had this coverage for many years they do not show or demonstrate any concern for their customers needs.
Finally after 40 minutes on hold, i reached a live person, "Terry" who listened to my problem and tried to directly contact Argo for a status update. She could not reach them but, came back on the phone to offer me a $150.00 credit to purchase a 'WINDOW AC unit to temporarily help with the heat in the house. At least this was something.
Terry stated she would let me know if she contacts ARGO to expedite repairs.
Do NOT listen to your real estate agent, they get a commission for referrals! We've had the policy five years, only two claims (one minor, one major) and on BOTH we got screwed. The hot tub pump was replaced with a price-point, loud model and then they never fully cemented the pipes...it still leaks and FAHW said "it's the contractor's problem" and of course he never returned our dozens of calls. The current issue is our AC condenser failed after 12 years of hard use (FLorida)...we're seniors with health issues - they tagged the claim "Emergency Service" right away, thank you - three swealtering days later, it's going to cost us $500 in uncovered costs (the Limits of Liability are as long as the coverage page itself) and another 2-3 days to get the parts (they order them, not the contractor - he said he would have them tomorrow) and another several days to schedule the work (contractor could do it same day)...and we paid almost 40% more for "Premier Service" and "1st Class Upgrade". The latter means if they have to get a crane in to lift your new AC unit, it's covered! WOW...I'm glad we got THAT item. The "Premium" benefits look great until your flip the page over tothe "Limitations" page whcih all but completely negate the Premier benefits. TOTAL SCREW JOB...might as well go back to AHS. Can you say, "Bend over boys & girls...here it comes again!"
The most ridiculous warranty program out there. The point is customer dis-service...
They will "dispatch" a company to you that will never call-and when you try to call them they never answer or return messages.
When someone does come-most times they will break your stuff causing more expenses that they will not schedule that day to fix. Thye might come in 2 days instead and that is not acceptable.
This is my experience with FIRST AMERICAN HOME BUYERS PROTECTION CORPORATION as detailed in the letter I wrote to the CALIFORNIA DEPARTMENT OF INSURANCE CLAIMS SERVICE BUREAU:
California Department of Insurance
Claims Service Bureau
11th Floor
300 Spring Street
Los Angeles, CA 90013
To Whom It May Concern,
I am fairly convinced that First American Home Buyers Protection Corporation (FAHBPC) is defrauding its customers from legitimate warranty claim payment and may be “in cahoots” with unscrupulous repair services to keep their costs down. On 9/17/14, I filed service request 304214322 under Contract #10386529601 for a DCS countertop exhaust fan/blower that was vented our range/cooktop. We purchased the home a year earlier and the device had been in working order for nearly a year before breaking. It was pretty obvious that the blower motor was broken but despite having 3 separate technicians from 2 separate companies come to the house and supposedly “diagnose” the problem, nothing was done (one being Premier Appliance Service.) My wife took 2 days off of work to accommodate the technicians' visit and I gave up a Saturday with my children. In each instance, the technicians contracted by FAHBPC came and looked at the blower but performed little diagnostic work. The first technician left the panel off so when the second came a couple weeks later, the latter yelled at my wife that he wouldn’t diagnose the item because the panel was off even though his colleague had left it off! The third technician came over and didn’t even take the panel off to test the circuits (even though I had put the panel back on so that they wouldn’t make any further excuses)! I communicated all these events to FAHBPC and spend countless hours on the phone with them and mostly on HOLD and they kept “kicking the can” down the road and doing nothing. Finally, on 2/23/15, they sent me a letter stating “Under the section marked IMPORTANT, items are not covered unless they are in safe working order at the start of coverage.”
This is absolutely absurd because the exhaust unit worked well for a year and was never altered by anyone! My concerns and suspicions led me to a YELP and Better Business Bureau (BBB) search where I quickly discovered REVIEWS indicating this is a very common practice that MANY other customers had experienced with FAHBPC! My repair problem was not rocket science! It’s a simple blower motor that’s broken in an exhaust unit for a range! My research has shown me that a new unit retails for about $1500 and the motor component of it is valued at $700-$800. The online reviews I found along with the fact that FAHBPC refused to address this very simple claim leads me to only one conclusion: They are fraudulently denying claims based on made up fallacies in order to reduce their reimbursements to their customers. My unit has always been in “safe working order” and this is simply a ploy they obviously use FREQUENTLY to deny claims. This requires a full INVESTIGATION on the part of the California Department of Insurance as many customers have obviously been defrauded.
They’ve closed this case now and my calls have led to promises that they would allow me a one time Second Opinion look by another contractor who has yet to call me. However, my wife and I have already spent countless hours on the phone and taking days off work and our suspicions lead us to believe this is simply another thinly veiled attempt by them to shirk their responsibilities! We’ve had 3 technicians that have done NO DIAGNOSTIC WORK when they come to our house! I’m not an appliance tech but as a spine surgeon with some knowledge doing basic electrical work, my wife and I can attest that none of the technicians came over with the intent of diagnosing and repairing the problem. I truly believe FAHBPC has no intention of ever repairing or at least cashing out my claim. Each day off work costs my wife $500 and me several thousand dollars and we’ve both already sacrificed far too much! Therefore, I request your assistance in helping me in my claim requesting $850 (conservative estimate for cost of motor repair/replacement and labor.) I am certain that FAHBPC will not address this fairly unless the CA Dept. of Insurance or legal representation is involved.
I never write reviews - this is actually my first one. After reading some of the other reviewers, my experience is similar. This company, in response to a claim, finds the lowest common denominator of service tech. They arrive in unmarked vehicles, without any ID in plain clothes.
I have unfortunately had 2 claims now - same for both. Person arrived, was minimally qualified and didn't fix the problem. Then, you're back calling into their customer service center (Believe it's in Mexico) waiting on hold. They try to be nice, but are no where near empowered to address your concern.
We are currently on week two for a simple dishwasher fix. It's insane. Avoid, avoid, avoid!! Hope for your sake there is something better out there 0 this company is a joke and a ripoff.
I have been reporting documented problems with my a/c unit for over a year. In the summer I have to keep my a/c set at 83° to keep my bills lower than $400/month. I also have a heart problem aggravated by the heat. First American Home Buyers Corp has had the warranty on my 912 Sq foot condo since I bought in 2012.
Despite documentation that my a/c is beyond just cleaning the coils, 1st American will not address this obvious problem. My condo uses enough energy to run a 5,000 Sq foot home with a pool but until my a/c dies this company will do nothing.
They are very quick to take my money but when I called last year regarding the same problem they sent a tech out who turned the a/c and heat on and refused to look at the interior of the unit, the parts documented to need replacement, and he refused saying as long as it blows hot and cold it works and then demanded the $65 fee which I refused as I told them it "worked" when I made a claim just not efficiently.
My next winter bill is projected to be over $100 when my mom, who lives in the same complex with a unit 100 Sq ft bigger, pays about that much in summer keeping her house at 72°. No sane person would claim that my unit is in good working order. Because one of the issues is badly dirty (25 year old) coils, the supervisor I spoke with today said i would have to pay ($450) to get those cleaned before proving that that is not the only problem preventing my a/c from functioning.
I am not investing any amount of money to repair a 25 year old system except to replace it and as soon as I have dealt with it i am cancelling my contract with First American who are a bunch of crooks who do not honor a warranty.
If your car is supposed to get 35 msg and only gets 5 you would be at the mechanic because while it drives it is clearly not working. The same applies here.
I spoke with Rashida Jacques on 12/21 and she said that if I have a heart problem and have to keep my house at 83° to stay under $400/month then something is not right and they need to honor their part of the agreement for which I am paying. She asked me to send documentation of the problems with the unit and would call me back. Well not only did she not call but the supervisor today said she has no authority to make outbound customer calls although she is in the conflict resolution department. I guess she got in trouble for speaking the truth.
Failure to complete repair in a timely manner. Issue first reported on Aug 22nd. The issue is still unresolved on Dec 11th Issue with Fridge/Freezer first reported on Aug 22nd. Technician arrived on Sept 10th and determined it was an issue with the fan; he order a replacement part. Part was replaced on Sept 10th however the issue re-occurred a couple of days later. The technician returned on Oct 9th to address the issue; they were not available until this time. As the issue was not apparent (i.e. additional ice build up had melted) they left stating that they could not fix the problem and I was to call them back once it happened again. I called First American back and they reassigned Sears to look at the fridge. The Sears technician came o Oct 11th and determined there was an issue with the door and stated that it needed to be replaced.
Since Oct 11th I have had to make numerous calls to both Sears and First American to determine where the door was; I also received a number of calls from the technician enquiring if I knew where the door was. I was then told on Dec 1st by First American that the door had shipped, but they could not tell me when it would arrive; Sear were also unable to give me this information. Despite not knowing when the door would arrive I went ahead and made an appointment for the technician to install the door on Dec 11th. On the 8th of December a door was delivered to my home; luckily I was there to receive it and not travelling. On Dec 11th I then received a second door. The delivery person suggested we check the order; both doors were an incorrect color - black. The fridge/freezer is stainless steel.
First American are now insisting the they order a replacement door and I wait for this to be delivered and installed. This appears to me to be unreasonable to request that I wait a further 9-10 weeks to get my issue resolved. It was made clear to me early in the process that this would be a custom order and this was the cause for the delay as this was a special order.
First American Home Warranty ATTN:Miguel, I am very disappointed to have never received a response to this below email or any of our numberous phone calls. Furthermore I cannot believe that now more than two months after submitting this claim we are still without any air conditioning. The latest contractor (2nd opinion contractor) sent out to evaluate the unit has now informed me that they need to come back out to the house for further diagnosing. I have been more than patient in dealing with this claim however have reached my limit. I don't understand why there have been so many delays. My husband and I have been our own ambassadors without any initiative in following-up etc. on the part of First American. We all know the furnace has been recalled and can not legally be touched. I have an email from FAW confirming a new furnace was ordered 18 August 2014. If I do not have a response from the contractor to schedule the replacement of this item we will be forced to seek legal action.
Worst customer service and follow-up to issues I think I've ever encountered with any service organization. Have reported 2 issues this year that should have been simple to fix and both have taken more than 6 weeks each to resolve.
Most recent issue is an AC unit that is not working. Reported on 7/18 to FAHW. Today is 8/26. Still not resolved as of today and it's a comedy of errors. Local contractor that was chartered to do the work confirmed and then missed 2 appointments and called today to say they in fact don't even have the part because FAHW did not follow-through and order as the committed. No follow-up from FAHW to apologize or communicate a targeted new date of installation. Changed our schedule to be home multiple days to meet the contractor and no work at all. Additionally, FAHW is quoting over $500 of "non-covered charges" - work they say has to be done to install the broken part
Have left multiple voice mail messages with the associate claiming to be my "claims specialist" and have received no follow-up on the phones numbers I'm leaving him. Only communication is coming from the local contractor and that is not their role. Have left multiple messages on their e-mail service and response is that they are checking into it - messages appear to be "canned" and have not dealt with the issues.
My request of all who read this is to shop elsewhere - this organization has so many issues and such poor customer service that it's amazing to me that they are still in business. I'm switching warranty companies as soon as possible and am OK losing my annual fee in the process.
Has anybody had success asking FAHW to cover "damages" due to poor service (lost work time to be home for their appointments, incredible length of time to reslve issues?
This company has horrible over all service, especially the contractors that they send out. They have sent two plumbers out to fix a plumbing issue and neither could fix it leaving me to hire my own plumber who fixed it in 7 minutes. Then my air went out 3 months ago and they now have sent out 4 contractors who have no clue what they are doing and all have failed to get my air working. I now have to hire my own contractor or live with no AC. The company could care less and refuses to fix my air, although I pay for that warranty. This company is a joke and everyone should be very aware before they get scammed.
Worst home warranty of all, period. If you are thinking about buying from this company, read all these reviews and believe it. If you already had this company as your warranty company, change it as soon as possible. You are depending on parachute that WILL NOT open when needs. This company just wants to take in the money with no intention to pay claim. Look at their website, they have email, phone number and fax for consumer to BUY their product but they don't have any phone number, email or fax for claim.
Basically, all claim conducts via snail mail. They just hope that you can not wait and will repair without authorization so they don't have to pay claim. In addition, they deny claim citing preexisting condition even though we have several inspectors, contractors and visitors to proof otherwise. They offer arbitration on their policy but did not specify detail. We requested the detail of this more than 2 weeks ago but they ignore our request. Very deceptive selling and claiming process.
My friend closes on her house in June 2014. She closes at First American title and First American title company sells her a First American Home Warranty. The closing agent says as long as we have an inspection to show that the unit is in working condition, it will cover. Policy says it will cover if the "items are in safe working order at the start of coverage."
The house has been inspected twice by 2 different professional inspectors; one by the sellers' inspector and one by our inspector. Our inspector states that the A/C unit produces a supply of 54 degree air. Will a defective A/C system produces that kind of air? On top of that we have letters from visitors and contractors who work on house stating that the A/C was working when we moves in.
About 3 weeks after we move in, the A/C does not working. Without any pertinent information such as where or not A/C had been inspected, their A/C guy who comes to our house spends 10 minutes to reject the claim citing preexisting condition - leak at coil. He is more interesting in upselling the new A/C system to us at our expense rather than actually finding out what problem is. We wait almost a month for letter from First American Home Buyers Protection to officially deny the claim. The letter never comes so we contact them.
The agent on phone ask us to send an inspection report. I just wonder how their A/C guy know whether or not it is a preexisting condition without the benefit of inspection. The agent on phone deny claim because of air leak, we argue that it is an air leak not a Freon leak. Suggested resolution in the report is to seal the duct with tape. She then denies because damage to insulation to refrigerant line. We argue that it is damage to insulation not to the line itself. Eventually she denies it anyway with no specific reason other than "preexisting condition."
We already protest the decision and asking for arbitration but did not hear from them yet. That was more than 2 weeks ago. We believe their technique is to delay claim as long as possible without considering it in good faith. If we repair it without authorization then they can claim we breach the contract. It has been more than 2 months now that the A/C is not repaired.
We already filed complaint with Texas Real Estate Commission who oversees warranty company. We are looking into filing complaint with California government agency and BBB also. We are looking into the possibility of any lawyer who will take the case as a class action on our behalf. If it does not work, we are to take them to small claim court under Deceptive Trade Practice Act in Texas which will allow us to be compensated 3 times the damaged.
This company is horrible. Last year I put in a minimum of 3 service requests for my refrigerator that was not working properly. The first contractor they sent out in my opinion was a crook and I requested that they never send this contractor to my home ever again. The second contractor was wonderful. They practically re-built the whole refrigerator even though the technician felt it was futile.
Yesterday morning, I had to submit another service request on the fridgerator as it has stopped working all together. I had to end up buying a used refrigerator because I am diabetic and certain things have to be kept in the fridge. They will not cover secondary damages. My laminate flooring under the refridgerator is ruined because the first contractor did not fix the problem. And I've had to throw out numerous food items.
I also discovered previously on their phone messages when on hold waiting for a representative that it used to state if it isn't fixable they will replace it. It no longer says that. I also found out the cost of parts and labor for the rebuilt of the refrigerator. It was a total of $1,118.44. Are you kidding me? They could have replaced my refrigerator for about $850.00 from Sears. I only obtained the above listing of parts and labor after I told them I was suing them in small claims court.
I am going to opt out for the cash out option. Also, to do this I have to have a contractor come out to tell me that it is DOA (dead on arrival) and I still have to pay the $65 service charge. I am going to ask also for the re-imbursement of the regfrigerator I had to buy and the service fee. I know good luck, right?
I would be interested in any class action lawsuits or legal representation.
I have paid for a home warranty for two years. I called them last week as my AC was not working correctly. I had to fight to get someone out the next day as I live in Phx AZ. 116 that day. They send Maxon air out he says your fan motor is going but I cannot replace it. Then he puts in a capacitor that is not for my unit.It runs for three days and not all they do is put me on hold and then dissconnect me.
DO NOT USE FIRST AMERICAN HOME WARRANTY or MAXON AIR 3505 W ROSE GARDEN Ln. GLENDALE AZ
This company contracts with incompetent service providers. We are now entering our 7th week without a washing machine because of the rude, inept repairmen sent by first American. When I called to complain', I got a huge run-around. This is the worst customer service I have ever received.
I will be canceling my home warrenty with First American and paying out of my own pocket to get my dang washer repaired. Their business model is to blow you off until you give up and pay for your own repairs. SCAM ALERT.
Do NOT purchase coverage from this company if you value competence and customer service, letalone value for your $$.
First American offered to reimburse $50 of laundromat expenses...as if I had been collecting those receipts for the past 2 months. Nope.
I have spent AT LEAST 15 hours dealing with this failure over the past almost two months. First American is incompetent to help and tone deaf in its responses. Again, do NOT purchase this product. I look forward to severing ties with this "company". And, We may still need to pay out of pocket to get the washer fixed. That's how these companies make their money.
Ultimately' they were unable to repair our washer and offered us much less in replacement payment than it cost to replace the washer. The whole experience was degrading and now I see why people do not trust companies. I am older, and I have never experienced such shameful disregard in all my days.
My First American Home Buyers Protection Corporation (“First American” hereafter)’s protection plan was a gift from my realtor when I purchased my house. One day, I tried to put some ice into the waste disposer just to make sure it still functions and noted it was not working. I seldom cook so I’ve not used the kitchen’s waste disposer since I moved in. Even though I didn’t use it, I am sure the prior owner does. And the waste disposer was functioning properly at the time I moved it (I know that because I had a house inspector to check everything function before the purchase).
I read the contract and called First American. They sent a couple contractors the other days. They came in and played around the sink area for 10 minutes. They didn’t come in with tools like other mechanic so I was wondering what they were going to do to fix the disposer. One of the guys noted there were some dried foods stuck in there (note: very small amount like a piece or two dried stuffs as he showed me). Then, he told me the insurance policy will not cover this because there’s outside objects in there to cause the issue. I looked at them the whole 10 minutes and I know these guys don’t know anything. And they are surely lying in front of me. Common, it’s a waste disposer, of course, there’s outside objects (i.e. foods) in there.
Anyway, I said to them, fine and showed them the door. I think that would be all. Then, I called another mechanic to replace the waste disposer for $150 in total (including a new disposer and installation fee). What piss me off is that, First American sent me a bill of $60 for the services of two incompetent mechanics. They didn’t do anything and cover anything. Why I need to pay them? They’re threatening to send it to outside collector if I don’t pay up, which means some muscle guys may show up my door if I don’t pay up. What kind of crooked company it is? I don’t have time to deal with this kind of fraudster so I just paid (I know I should fight but I just don’t have the time). So, I want to tell my story. What I want to tell everybody is that be careful. Don’t buy from them! You will not get any coverage but troubles! Ask your realtor, don’t buy the coverage from First American. Good luck!
I have called them 8 times to have a repairman come look at my dishwasher. Hold times are over 35 minutes. It asks you to leave a message and you wont lose your place in the queue and they will call you back---THEY HAVE NEVER CALLED ME BACK ONCE. Then, they referred me to their only dishwasher appliance person who only works part time. They can't service the DW after 1 PM so now I have to miss work after waiting 8 days for a lousy DW repair? They seriously do not have any one else who can do the work. I would be money ahead to just pay for someone to repair my dishwasher on my own any time after 3PM. What the heck am I paying them for?
Just warning consumers out there that First American Home Warranty is a complete Rip Off! The send out bottom of the barrell contractors and they can't fix anything or try to tell you it is not coverd and still charge you $60.00 for the service call. If you try to argue the charge they simple send it to a collection agency! If it has not already been done a Class Action Lawsuit should be file against this company! But if you like being left on hold or not called or emailed back about issue than or and charged for it to.. Than this is a company for you!
I had a similar incident with this company. They charged me a $60 fee for the plumber to come look at the problem with my tub/ shower valve and then tell me that he couldn't fix it. The home warranty company wouldn't cover the fee to remove tile to access the pipe. It was necessary for the plumber to demo the tile to get to the problem and I had to pay an additional $95 fee. It is ridiculous that a home warranty won't cover the necessary expense to access the problem in order to fix it. I spoke with "customer service" for days about the problem. They were rude and argumentative. Do not buy a warranty from this company! They will only cover the bare minimum required by the contract. After the work was finished, we had to pay even more out of pocket to replace the tile so we could use the shower. I have no words for how ridiculous it is that they will call a problem "fixed" when I still can't use it for its basic purpose!
This company is a JOKE! We had a problem with a refrigerator and called First American to file a claim. They sent a technician out to take a look and promised to be repaired within the week..... Six weeks later I finally call someone else and the problem was fixed in TWO DAYS!
We also filled an electrical claim that First American stated would be covered under our policy. They a technician come out to take a look at the problem. He was at the property no more then 5min and charged me the $65.00 service fee. A few days later First American called us a stated that the work would NOT BE COVERED! Their tech did not even know what the problem was nor did he do a complete diagnoses. We again called a private company and after $150.00 the problem was fixed that day.
Now the latest as of 5/8/2014
First American authorized a repair to be done on a oven that had an electrical malfunction. instead of just replacing the electrical board they tried to repair it and again charged us $65.00. after 33 days we encountered the same problem. I call First American to let them know. They told me that since it had been over 30 days that I would need to pay another service fee of $65.00! THIS IS A TOTAL SCAM... and I will be posting this on every social media i can find to warn people of this company.
To say First American home protection SUCKS is an understatement.....they claim that they are about service, value and integrity and they have NONE of these qualities / attributes...STAY AWAY FROM THEM....
My heating system broke down last night and I woke up to a cold downstairs. Checked the Thermostat etc and could not make the heating system work. As I had the home warranty from First American, I thought it should not be a problem as they should fix it. I also remembered that it is going to be in the low 20's today and need the heater working to keep my family warm....so called First American.
The agent was courtious and I walked her through the problem and she said some one will reach out to me in 4 days. I requested that I need this serviced today as it is really cold and need the heating system to work. She checked the weather and told me that it is going to be cold so she will try and dispatch service asap. She also sent me a copy of the service request and asked me to talk to the servicer directly. I called the servicer and he checked his schedule and said he cannot make it till tomorrow afternoon. I requested him to come and fix it today as I need the heating system working. He reviewed his schedule again and said, the best he can do is tomorrow afternoon. He advised me to call First American and ask them to check with other contactors who can help me today. So, I called them again and the wait time was 17 mts. They have a call back service, so I opted for that. They called me back in 25 mts and to say the experience was HORRIBLE is an understatement.
I walk the new agent on all things that have happened since morning...it was about 11 am by then.
Meanwhile, I see that the temprature upstairs is going down even though I have it set at 74 to offset the cold temprature downstairs.
I also told her that its going to be in the 20's tonight and I would appreciate if she can help me out. She puts me on hold for about 10 mts and comes back and tells me there is nothing that she can do. She is willing to pay me $50 to get a space heater. I said to her that I appreciate the gesture, but need this unit serviced today as it seems my upstairs heater is probably not working either. She says there is nothing that she can do and that she is willing to compensate me with $50 to buy a space heater. I asked her how does she expect me to heat 3k sq.ft home on a $50 space heater. I also told her that I have paid you my hard earned money for situations like this and I am not willing to accept no as an answer. She became angry with me and had a tone denoting that I need to ""suck it up"". I was mad at this point and asked to talk to her supervisor.
The supervisor was a trip. She asks me to go through the entire story again....(remeber, its the 3rd time that I am reliving the past 4 hours of my day that has been very painful let alone that I am trying to work while trying to deal with this situation)...which I did. She tells me that she wants to reach out to servicers and puts me on hold...10-15 mts later, she comes back on line and tells me the exact thing the agent tells me and I request her to do something to help me out. She says there is nothing that she can do however she will give me $100 instead of $50 to buy space heaters....what a freaking joke....hello---- I dont know about you, but if we could heat 3k sq ft home with $100 heaters, most of the heating and air companies will go belly up!!!
The she continues to tell me about the guidelines and how she is within the guidelines of the company in providing me service. Basically I get a lecture from her on how the company deals with all consumers. I asked her if she really believes that her company stands for integrity and service? No answers....
Bottom line, I learnt the hard way that having first american home insurance SUCKS BIG TIME. I have used other home warranty companies in GA and Huntersville for many years and never had a problem. They deal with empathy and speedy service and I expected the same from this company as well....shame on you First American...dont exploit and rip off consumers who pay their hard earned money so that you can pocket it and let them sit in the COLD.....
I have few chosen words, but do not want to degrade myself to their levels.....its just a disgusting situation.
First American Home Buyers Protection Reviews
The details are the fact that FIRST AMERICAN HOME WARRANTY will hang up on you if you actually have the gull to ask them to do their job. This corporate greed is so offensive I cannot even put it into words. I have had a broken oven since November 2014, HAPPY THANKS GIVING, MERRY CHRISTMAS. RIGHT?
it is now July 2015 and still I get hung up on when I have been on hold for over an hour. My hears hurt from having a headset on for so many hours.
IF YOU HAVE AN EMAIL ADDRESS FOR THEM PLEASE, PLEASE, PLEASE FORWARD TO ME.
If you are starting a class action lawsuit, please let me know!!
On Sunday 7/I2/2015 I called First American Home Buyers Waranty Services to have my A/C fixed since it went out in 95 degree weather Saturday. First American contacted North Star Mechanical to have them come out and told me to contact them also Monday morning. After waitinng over an hour to get North Star on Monday I was told they received my order but would be Tuesday before they could come. Later that evening I received a call saying it would be Wednesday before they could come since they just proccessed my order. Tuesday morning I received another call from them telling me it would be Tuesday after all since they had talked to me early Monday morning.
Late Tuesday afternoon a worker came out put freon in the unit then told me the A/C was now cooling and it would take awhile to cool down the house. He said the outside coils needed to be cleaned and it would be $300 and air was coming out around inside unit and it would be $185 to tape it up. I told him I was under warranty and he said the warranty did not cover the type of work needed and if I wanted the coils cleaned call the office tomorrow. The unit stopped working again Wednesday morning. I had the coils cleaned and the A/C unit taped up by a non professional that day and the unit still did not work.
Wednesday morning I called First American Home again and waited on the phone over an hour for them. Once I got through and told them my problem they put me on hold to check it out and after 30 minutes on hold again I was hung up on. North Star called me Wednesday afternoon. They said the worker wrote the coils needed to be cleaned and that was the problem. If I had a receipt the coils were cleaned then they would come out again but it would be Friday at the earliest. I told them they could check the coil cleaning when they got here.
Friday evening another worker came out from North Star and said the unit was froze up and there was nothing he could do.. I told him the worker who came out Tuesday was the one who said the unit was fixed and was the one who turned the unit back on. He said the coils were clean and there was not a problem there He told me to call his office Monday and they would schedule me for another day. I told him it had already been a week and it was in the ninety's outside and 100 in the house. He phoned his supervisor and came back and told me he would be back tomorrow.
I received a call from North Star Saturdayafternoon telling me the worker would be here today. No one showed up and I am still without any A/C after numerous calls to First American and North Star Mechanical.
Called to get garage door fixed, unable to operate opener. called in on Wednesday, called back thursday to see if a company had been assigend my case (Nbr 6067144303] YOUR REP called found Martin Door's but not able to servihoce me until Tuesday of next week. That isreally not acceptable. Was to ld to call my own to get door down but that's all th ey can do, the actual repair must be done b y Martin. it seems silly that you would authorize 125.00 dollars to have someone do part of the work and not the whole job
This warranty company has the worst customer service department in the world..Iwas on hold for 35 minutes attempting to reach customer service and for 20 additional minutes when customer service transfered me to the real estate deptment..You will get no customer service from this company period.
On Friday 6/12/2015 i called First American Home Warranty to report a problem with an airconditioner. The temperature outside was 111 degrees. First American took my report and stated that they would have someone call me for an appointment to investigate the problem within 2 business days. I informed them of the temperature and the future forcast to be even higher for the next week. I asked for "expedited" servie.
On Monday 6/15/2015 we received a call from the contracto that he would be at my house in 10 minutes. We left our office to meet him at the house.
When he arrived he looked at the air conditoner (visually only) Checked the temperature {by tactile hand method) and determined that further "tersting" was needed as he supsected a leak. He stated that he would have to submit the information to FAHW for approval to test for a freon leak. In the mean time he suggfested that we lower the thermostat to its lowest setting. (this is ridiculous as the setting will not lower the temperature any more than a higher setting might that is below the ambient temperature.)
On monday late afternoon i received an email from FAHW stating that the "repairs" were authoprized qnd that the contractor would again call me to set up an appointment to complete the "repairs". At 10:00 AM on 6/16/15, I called the Contractor , ARGO Airconditioning to see when they would be out to repair the air conditioning system. He informed me that FAHW authorized the system to be checked for leaks and only a minor "stop leak" chemical repair was authorized. the outside air temperature is now approaching 117 degrees.
the repairman informed me that he will probably be able to getr out to test for leaks between 9 and 12 tomorrow morning. The temperature tomorrow is expected to be higher than today. this does not mean that repairs will be efected
I went to the FAHW.com website to inquire about these repairs and there was no way, on that webiste to contact them for information. I then called them on the phone for help. I am on hold while i write this report/complaint. As of right this moment i have been on hold for 31 minutes "do to the high volume of calls". They are continually apologizing for the long wait though, so that makes me feel better NOT.
This company is totally unresponsive to their customers and even though i have had this coverage for many years they do not show or demonstrate any concern for their customers needs.
Finally after 40 minutes on hold, i reached a live person, "Terry" who listened to my problem and tried to directly contact Argo for a status update. She could not reach them but, came back on the phone to offer me a $150.00 credit to purchase a 'WINDOW AC unit to temporarily help with the heat in the house. At least this was something.
Terry stated she would let me know if she contacts ARGO to expedite repairs.
Do NOT listen to your real estate agent, they get a commission for referrals! We've had the policy five years, only two claims (one minor, one major) and on BOTH we got screwed. The hot tub pump was replaced with a price-point, loud model and then they never fully cemented the pipes...it still leaks and FAHW said "it's the contractor's problem" and of course he never returned our dozens of calls. The current issue is our AC condenser failed after 12 years of hard use (FLorida)...we're seniors with health issues - they tagged the claim "Emergency Service" right away, thank you - three swealtering days later, it's going to cost us $500 in uncovered costs (the Limits of Liability are as long as the coverage page itself) and another 2-3 days to get the parts (they order them, not the contractor - he said he would have them tomorrow) and another several days to schedule the work (contractor could do it same day)...and we paid almost 40% more for "Premier Service" and "1st Class Upgrade". The latter means if they have to get a crane in to lift your new AC unit, it's covered! WOW...I'm glad we got THAT item. The "Premium" benefits look great until your flip the page over tothe "Limitations" page whcih all but completely negate the Premier benefits. TOTAL SCREW JOB...might as well go back to AHS. Can you say, "Bend over boys & girls...here it comes again!"
The most ridiculous warranty program out there. The point is customer dis-service...
They will "dispatch" a company to you that will never call-and when you try to call them they never answer or return messages.
When someone does come-most times they will break your stuff causing more expenses that they will not schedule that day to fix. Thye might come in 2 days instead and that is not acceptable.
This is my experience with FIRST AMERICAN HOME BUYERS PROTECTION CORPORATION as detailed in the letter I wrote to the CALIFORNIA DEPARTMENT OF INSURANCE CLAIMS SERVICE BUREAU:
California Department of Insurance
Claims Service Bureau
11th Floor
300 Spring Street
Los Angeles, CA 90013
To Whom It May Concern,
I am fairly convinced that First American Home Buyers Protection Corporation (FAHBPC) is defrauding its customers from legitimate warranty claim payment and may be “in cahoots” with unscrupulous repair services to keep their costs down. On 9/17/14, I filed service request 304214322 under Contract #10386529601 for a DCS countertop exhaust fan/blower that was vented our range/cooktop. We purchased the home a year earlier and the device had been in working order for nearly a year before breaking. It was pretty obvious that the blower motor was broken but despite having 3 separate technicians from 2 separate companies come to the house and supposedly “diagnose” the problem, nothing was done (one being Premier Appliance Service.) My wife took 2 days off of work to accommodate the technicians' visit and I gave up a Saturday with my children. In each instance, the technicians contracted by FAHBPC came and looked at the blower but performed little diagnostic work. The first technician left the panel off so when the second came a couple weeks later, the latter yelled at my wife that he wouldn’t diagnose the item because the panel was off even though his colleague had left it off! The third technician came over and didn’t even take the panel off to test the circuits (even though I had put the panel back on so that they wouldn’t make any further excuses)! I communicated all these events to FAHBPC and spend countless hours on the phone with them and mostly on HOLD and they kept “kicking the can” down the road and doing nothing. Finally, on 2/23/15, they sent me a letter stating “Under the section marked IMPORTANT, items are not covered unless they are in safe working order at the start of coverage.”
This is absolutely absurd because the exhaust unit worked well for a year and was never altered by anyone! My concerns and suspicions led me to a YELP and Better Business Bureau (BBB) search where I quickly discovered REVIEWS indicating this is a very common practice that MANY other customers had experienced with FAHBPC! My repair problem was not rocket science! It’s a simple blower motor that’s broken in an exhaust unit for a range! My research has shown me that a new unit retails for about $1500 and the motor component of it is valued at $700-$800. The online reviews I found along with the fact that FAHBPC refused to address this very simple claim leads me to only one conclusion: They are fraudulently denying claims based on made up fallacies in order to reduce their reimbursements to their customers. My unit has always been in “safe working order” and this is simply a ploy they obviously use FREQUENTLY to deny claims. This requires a full INVESTIGATION on the part of the California Department of Insurance as many customers have obviously been defrauded.
They’ve closed this case now and my calls have led to promises that they would allow me a one time Second Opinion look by another contractor who has yet to call me. However, my wife and I have already spent countless hours on the phone and taking days off work and our suspicions lead us to believe this is simply another thinly veiled attempt by them to shirk their responsibilities! We’ve had 3 technicians that have done NO DIAGNOSTIC WORK when they come to our house! I’m not an appliance tech but as a spine surgeon with some knowledge doing basic electrical work, my wife and I can attest that none of the technicians came over with the intent of diagnosing and repairing the problem. I truly believe FAHBPC has no intention of ever repairing or at least cashing out my claim. Each day off work costs my wife $500 and me several thousand dollars and we’ve both already sacrificed far too much! Therefore, I request your assistance in helping me in my claim requesting $850 (conservative estimate for cost of motor repair/replacement and labor.) I am certain that FAHBPC will not address this fairly unless the CA Dept. of Insurance or legal representation is involved.
I never write reviews - this is actually my first one. After reading some of the other reviewers, my experience is similar. This company, in response to a claim, finds the lowest common denominator of service tech. They arrive in unmarked vehicles, without any ID in plain clothes.
I have unfortunately had 2 claims now - same for both. Person arrived, was minimally qualified and didn't fix the problem. Then, you're back calling into their customer service center (Believe it's in Mexico) waiting on hold. They try to be nice, but are no where near empowered to address your concern.
We are currently on week two for a simple dishwasher fix. It's insane. Avoid, avoid, avoid!! Hope for your sake there is something better out there 0 this company is a joke and a ripoff.
I have been reporting documented problems with my a/c unit for over a year. In the summer I have to keep my a/c set at 83° to keep my bills lower than $400/month. I also have a heart problem aggravated by the heat. First American Home Buyers Corp has had the warranty on my 912 Sq foot condo since I bought in 2012.
Despite documentation that my a/c is beyond just cleaning the coils, 1st American will not address this obvious problem. My condo uses enough energy to run a 5,000 Sq foot home with a pool but until my a/c dies this company will do nothing.
They are very quick to take my money but when I called last year regarding the same problem they sent a tech out who turned the a/c and heat on and refused to look at the interior of the unit, the parts documented to need replacement, and he refused saying as long as it blows hot and cold it works and then demanded the $65 fee which I refused as I told them it "worked" when I made a claim just not efficiently.
My next winter bill is projected to be over $100 when my mom, who lives in the same complex with a unit 100 Sq ft bigger, pays about that much in summer keeping her house at 72°. No sane person would claim that my unit is in good working order. Because one of the issues is badly dirty (25 year old) coils, the supervisor I spoke with today said i would have to pay ($450) to get those cleaned before proving that that is not the only problem preventing my a/c from functioning.
I am not investing any amount of money to repair a 25 year old system except to replace it and as soon as I have dealt with it i am cancelling my contract with First American who are a bunch of crooks who do not honor a warranty.
If your car is supposed to get 35 msg and only gets 5 you would be at the mechanic because while it drives it is clearly not working. The same applies here.
I spoke with Rashida Jacques on 12/21 and she said that if I have a heart problem and have to keep my house at 83° to stay under $400/month then something is not right and they need to honor their part of the agreement for which I am paying. She asked me to send documentation of the problems with the unit and would call me back. Well not only did she not call but the supervisor today said she has no authority to make outbound customer calls although she is in the conflict resolution department. I guess she got in trouble for speaking the truth.
Failure to complete repair in a timely manner. Issue first reported on Aug 22nd. The issue is still unresolved on Dec 11th Issue with Fridge/Freezer first reported on Aug 22nd. Technician arrived on Sept 10th and determined it was an issue with the fan; he order a replacement part. Part was replaced on Sept 10th however the issue re-occurred a couple of days later. The technician returned on Oct 9th to address the issue; they were not available until this time. As the issue was not apparent (i.e. additional ice build up had melted) they left stating that they could not fix the problem and I was to call them back once it happened again. I called First American back and they reassigned Sears to look at the fridge. The Sears technician came o Oct 11th and determined there was an issue with the door and stated that it needed to be replaced.
Since Oct 11th I have had to make numerous calls to both Sears and First American to determine where the door was; I also received a number of calls from the technician enquiring if I knew where the door was. I was then told on Dec 1st by First American that the door had shipped, but they could not tell me when it would arrive; Sear were also unable to give me this information. Despite not knowing when the door would arrive I went ahead and made an appointment for the technician to install the door on Dec 11th. On the 8th of December a door was delivered to my home; luckily I was there to receive it and not travelling. On Dec 11th I then received a second door. The delivery person suggested we check the order; both doors were an incorrect color - black. The fridge/freezer is stainless steel.
First American are now insisting the they order a replacement door and I wait for this to be delivered and installed. This appears to me to be unreasonable to request that I wait a further 9-10 weeks to get my issue resolved. It was made clear to me early in the process that this would be a custom order and this was the cause for the delay as this was a special order.
First American Home Warranty ATTN:Miguel, I am very disappointed to have never received a response to this below email or any of our numberous phone calls. Furthermore I cannot believe that now more than two months after submitting this claim we are still without any air conditioning. The latest contractor (2nd opinion contractor) sent out to evaluate the unit has now informed me that they need to come back out to the house for further diagnosing. I have been more than patient in dealing with this claim however have reached my limit. I don't understand why there have been so many delays. My husband and I have been our own ambassadors without any initiative in following-up etc. on the part of First American. We all know the furnace has been recalled and can not legally be touched. I have an email from FAW confirming a new furnace was ordered 18 August 2014. If I do not have a response from the contractor to schedule the replacement of this item we will be forced to seek legal action.
Worst customer service and follow-up to issues I think I've ever encountered with any service organization. Have reported 2 issues this year that should have been simple to fix and both have taken more than 6 weeks each to resolve.
Most recent issue is an AC unit that is not working. Reported on 7/18 to FAHW. Today is 8/26. Still not resolved as of today and it's a comedy of errors. Local contractor that was chartered to do the work confirmed and then missed 2 appointments and called today to say they in fact don't even have the part because FAHW did not follow-through and order as the committed. No follow-up from FAHW to apologize or communicate a targeted new date of installation. Changed our schedule to be home multiple days to meet the contractor and no work at all. Additionally, FAHW is quoting over $500 of "non-covered charges" - work they say has to be done to install the broken part
Have left multiple voice mail messages with the associate claiming to be my "claims specialist" and have received no follow-up on the phones numbers I'm leaving him. Only communication is coming from the local contractor and that is not their role. Have left multiple messages on their e-mail service and response is that they are checking into it - messages appear to be "canned" and have not dealt with the issues.
My request of all who read this is to shop elsewhere - this organization has so many issues and such poor customer service that it's amazing to me that they are still in business. I'm switching warranty companies as soon as possible and am OK losing my annual fee in the process.
Has anybody had success asking FAHW to cover "damages" due to poor service (lost work time to be home for their appointments, incredible length of time to reslve issues?
This company has horrible over all service, especially the contractors that they send out. They have sent two plumbers out to fix a plumbing issue and neither could fix it leaving me to hire my own plumber who fixed it in 7 minutes. Then my air went out 3 months ago and they now have sent out 4 contractors who have no clue what they are doing and all have failed to get my air working. I now have to hire my own contractor or live with no AC. The company could care less and refuses to fix my air, although I pay for that warranty. This company is a joke and everyone should be very aware before they get scammed.
Worst home warranty of all, period. If you are thinking about buying from this company, read all these reviews and believe it. If you already had this company as your warranty company, change it as soon as possible. You are depending on parachute that WILL NOT open when needs. This company just wants to take in the money with no intention to pay claim. Look at their website, they have email, phone number and fax for consumer to BUY their product but they don't have any phone number, email or fax for claim.
Basically, all claim conducts via snail mail. They just hope that you can not wait and will repair without authorization so they don't have to pay claim. In addition, they deny claim citing preexisting condition even though we have several inspectors, contractors and visitors to proof otherwise. They offer arbitration on their policy but did not specify detail. We requested the detail of this more than 2 weeks ago but they ignore our request. Very deceptive selling and claiming process.
My friend closes on her house in June 2014. She closes at First American title and First American title company sells her a First American Home Warranty. The closing agent says as long as we have an inspection to show that the unit is in working condition, it will cover. Policy says it will cover if the "items are in safe working order at the start of coverage."
The house has been inspected twice by 2 different professional inspectors; one by the sellers' inspector and one by our inspector. Our inspector states that the A/C unit produces a supply of 54 degree air. Will a defective A/C system produces that kind of air? On top of that we have letters from visitors and contractors who work on house stating that the A/C was working when we moves in.
About 3 weeks after we move in, the A/C does not working. Without any pertinent information such as where or not A/C had been inspected, their A/C guy who comes to our house spends 10 minutes to reject the claim citing preexisting condition - leak at coil. He is more interesting in upselling the new A/C system to us at our expense rather than actually finding out what problem is. We wait almost a month for letter from First American Home Buyers Protection to officially deny the claim. The letter never comes so we contact them.
The agent on phone ask us to send an inspection report. I just wonder how their A/C guy know whether or not it is a preexisting condition without the benefit of inspection. The agent on phone deny claim because of air leak, we argue that it is an air leak not a Freon leak. Suggested resolution in the report is to seal the duct with tape. She then denies because damage to insulation to refrigerant line. We argue that it is damage to insulation not to the line itself. Eventually she denies it anyway with no specific reason other than "preexisting condition."
We already protest the decision and asking for arbitration but did not hear from them yet. That was more than 2 weeks ago. We believe their technique is to delay claim as long as possible without considering it in good faith. If we repair it without authorization then they can claim we breach the contract. It has been more than 2 months now that the A/C is not repaired.
We already filed complaint with Texas Real Estate Commission who oversees warranty company. We are looking into filing complaint with California government agency and BBB also. We are looking into the possibility of any lawyer who will take the case as a class action on our behalf. If it does not work, we are to take them to small claim court under Deceptive Trade Practice Act in Texas which will allow us to be compensated 3 times the damaged.
This company is horrible. Last year I put in a minimum of 3 service requests for my refrigerator that was not working properly. The first contractor they sent out in my opinion was a crook and I requested that they never send this contractor to my home ever again. The second contractor was wonderful. They practically re-built the whole refrigerator even though the technician felt it was futile.
Yesterday morning, I had to submit another service request on the fridgerator as it has stopped working all together. I had to end up buying a used refrigerator because I am diabetic and certain things have to be kept in the fridge. They will not cover secondary damages. My laminate flooring under the refridgerator is ruined because the first contractor did not fix the problem. And I've had to throw out numerous food items.
I also discovered previously on their phone messages when on hold waiting for a representative that it used to state if it isn't fixable they will replace it. It no longer says that. I also found out the cost of parts and labor for the rebuilt of the refrigerator. It was a total of $1,118.44. Are you kidding me? They could have replaced my refrigerator for about $850.00 from Sears. I only obtained the above listing of parts and labor after I told them I was suing them in small claims court.
I am going to opt out for the cash out option. Also, to do this I have to have a contractor come out to tell me that it is DOA (dead on arrival) and I still have to pay the $65 service charge. I am going to ask also for the re-imbursement of the regfrigerator I had to buy and the service fee. I know good luck, right?
I would be interested in any class action lawsuits or legal representation.
I have paid for a home warranty for two years. I called them last week as my AC was not working correctly. I had to fight to get someone out the next day as I live in Phx AZ. 116 that day. They send Maxon air out he says your fan motor is going but I cannot replace it. Then he puts in a capacitor that is not for my unit.It runs for three days and not all they do is put me on hold and then dissconnect me.
DO NOT USE FIRST AMERICAN HOME WARRANTY or MAXON AIR 3505 W ROSE GARDEN Ln. GLENDALE AZ
This company contracts with incompetent service providers. We are now entering our 7th week without a washing machine because of the rude, inept repairmen sent by first American. When I called to complain', I got a huge run-around. This is the worst customer service I have ever received.
I will be canceling my home warrenty with First American and paying out of my own pocket to get my dang washer repaired. Their business model is to blow you off until you give up and pay for your own repairs. SCAM ALERT.
Do NOT purchase coverage from this company if you value competence and customer service, letalone value for your $$.
First American offered to reimburse $50 of laundromat expenses...as if I had been collecting those receipts for the past 2 months. Nope.
I have spent AT LEAST 15 hours dealing with this failure over the past almost two months. First American is incompetent to help and tone deaf in its responses. Again, do NOT purchase this product. I look forward to severing ties with this "company". And, We may still need to pay out of pocket to get the washer fixed. That's how these companies make their money.
Ultimately' they were unable to repair our washer and offered us much less in replacement payment than it cost to replace the washer. The whole experience was degrading and now I see why people do not trust companies. I am older, and I have never experienced such shameful disregard in all my days.
My First American Home Buyers Protection Corporation (“First American” hereafter)’s protection plan was a gift from my realtor when I purchased my house. One day, I tried to put some ice into the waste disposer just to make sure it still functions and noted it was not working. I seldom cook so I’ve not used the kitchen’s waste disposer since I moved in. Even though I didn’t use it, I am sure the prior owner does. And the waste disposer was functioning properly at the time I moved it (I know that because I had a house inspector to check everything function before the purchase).
I read the contract and called First American. They sent a couple contractors the other days. They came in and played around the sink area for 10 minutes. They didn’t come in with tools like other mechanic so I was wondering what they were going to do to fix the disposer. One of the guys noted there were some dried foods stuck in there (note: very small amount like a piece or two dried stuffs as he showed me). Then, he told me the insurance policy will not cover this because there’s outside objects in there to cause the issue. I looked at them the whole 10 minutes and I know these guys don’t know anything. And they are surely lying in front of me. Common, it’s a waste disposer, of course, there’s outside objects (i.e. foods) in there.
Anyway, I said to them, fine and showed them the door. I think that would be all. Then, I called another mechanic to replace the waste disposer for $150 in total (including a new disposer and installation fee). What piss me off is that, First American sent me a bill of $60 for the services of two incompetent mechanics. They didn’t do anything and cover anything. Why I need to pay them? They’re threatening to send it to outside collector if I don’t pay up, which means some muscle guys may show up my door if I don’t pay up. What kind of crooked company it is? I don’t have time to deal with this kind of fraudster so I just paid (I know I should fight but I just don’t have the time). So, I want to tell my story. What I want to tell everybody is that be careful. Don’t buy from them! You will not get any coverage but troubles! Ask your realtor, don’t buy the coverage from First American. Good luck!
I have called them 8 times to have a repairman come look at my dishwasher. Hold times are over 35 minutes. It asks you to leave a message and you wont lose your place in the queue and they will call you back---THEY HAVE NEVER CALLED ME BACK ONCE. Then, they referred me to their only dishwasher appliance person who only works part time. They can't service the DW after 1 PM so now I have to miss work after waiting 8 days for a lousy DW repair? They seriously do not have any one else who can do the work. I would be money ahead to just pay for someone to repair my dishwasher on my own any time after 3PM. What the heck am I paying them for?
Just warning consumers out there that First American Home Warranty is a complete Rip Off! The send out bottom of the barrell contractors and they can't fix anything or try to tell you it is not coverd and still charge you $60.00 for the service call. If you try to argue the charge they simple send it to a collection agency! If it has not already been done a Class Action Lawsuit should be file against this company! But if you like being left on hold or not called or emailed back about issue than or and charged for it to.. Than this is a company for you!
Poor customer service
I had a similar incident with this company. They charged me a $60 fee for the plumber to come look at the problem with my tub/ shower valve and then tell me that he couldn't fix it. The home warranty company wouldn't cover the fee to remove tile to access the pipe. It was necessary for the plumber to demo the tile to get to the problem and I had to pay an additional $95 fee. It is ridiculous that a home warranty won't cover the necessary expense to access the problem in order to fix it. I spoke with "customer service" for days about the problem. They were rude and argumentative. Do not buy a warranty from this company! They will only cover the bare minimum required by the contract. After the work was finished, we had to pay even more out of pocket to replace the tile so we could use the shower. I have no words for how ridiculous it is that they will call a problem "fixed" when I still can't use it for its basic purpose!
This company is a JOKE! We had a problem with a refrigerator and called First American to file a claim. They sent a technician out to take a look and promised to be repaired within the week..... Six weeks later I finally call someone else and the problem was fixed in TWO DAYS!
We also filled an electrical claim that First American stated would be covered under our policy. They a technician come out to take a look at the problem. He was at the property no more then 5min and charged me the $65.00 service fee. A few days later First American called us a stated that the work would NOT BE COVERED! Their tech did not even know what the problem was nor did he do a complete diagnoses. We again called a private company and after $150.00 the problem was fixed that day.
Now the latest as of 5/8/2014
First American authorized a repair to be done on a oven that had an electrical malfunction. instead of just replacing the electrical board they tried to repair it and again charged us $65.00. after 33 days we encountered the same problem. I call First American to let them know. They told me that since it had been over 30 days that I would need to pay another service fee of $65.00! THIS IS A TOTAL SCAM... and I will be posting this on every social media i can find to warn people of this company.
To say First American home protection SUCKS is an understatement.....they claim that they are about service, value and integrity and they have NONE of these qualities / attributes...STAY AWAY FROM THEM....
My heating system broke down last night and I woke up to a cold downstairs. Checked the Thermostat etc and could not make the heating system work. As I had the home warranty from First American, I thought it should not be a problem as they should fix it. I also remembered that it is going to be in the low 20's today and need the heater working to keep my family warm....so called First American.
The agent was courtious and I walked her through the problem and she said some one will reach out to me in 4 days. I requested that I need this serviced today as it is really cold and need the heating system to work. She checked the weather and told me that it is going to be cold so she will try and dispatch service asap. She also sent me a copy of the service request and asked me to talk to the servicer directly. I called the servicer and he checked his schedule and said he cannot make it till tomorrow afternoon. I requested him to come and fix it today as I need the heating system working. He reviewed his schedule again and said, the best he can do is tomorrow afternoon. He advised me to call First American and ask them to check with other contactors who can help me today. So, I called them again and the wait time was 17 mts. They have a call back service, so I opted for that. They called me back in 25 mts and to say the experience was HORRIBLE is an understatement.
I walk the new agent on all things that have happened since morning...it was about 11 am by then.
Meanwhile, I see that the temprature upstairs is going down even though I have it set at 74 to offset the cold temprature downstairs.
I also told her that its going to be in the 20's tonight and I would appreciate if she can help me out. She puts me on hold for about 10 mts and comes back and tells me there is nothing that she can do. She is willing to pay me $50 to get a space heater. I said to her that I appreciate the gesture, but need this unit serviced today as it seems my upstairs heater is probably not working either. She says there is nothing that she can do and that she is willing to compensate me with $50 to buy a space heater. I asked her how does she expect me to heat 3k sq.ft home on a $50 space heater. I also told her that I have paid you my hard earned money for situations like this and I am not willing to accept no as an answer. She became angry with me and had a tone denoting that I need to ""suck it up"". I was mad at this point and asked to talk to her supervisor.
The supervisor was a trip. She asks me to go through the entire story again....(remeber, its the 3rd time that I am reliving the past 4 hours of my day that has been very painful let alone that I am trying to work while trying to deal with this situation)...which I did. She tells me that she wants to reach out to servicers and puts me on hold...10-15 mts later, she comes back on line and tells me the exact thing the agent tells me and I request her to do something to help me out. She says there is nothing that she can do however she will give me $100 instead of $50 to buy space heaters....what a freaking joke....hello---- I dont know about you, but if we could heat 3k sq ft home with $100 heaters, most of the heating and air companies will go belly up!!!
The she continues to tell me about the guidelines and how she is within the guidelines of the company in providing me service. Basically I get a lecture from her on how the company deals with all consumers. I asked her if she really believes that her company stands for integrity and service? No answers....
Bottom line, I learnt the hard way that having first american home insurance SUCKS BIG TIME. I have used other home warranty companies in GA and Huntersville for many years and never had a problem. They deal with empathy and speedy service and I expected the same from this company as well....shame on you First American...dont exploit and rip off consumers who pay their hard earned money so that you can pocket it and let them sit in the COLD.....
I have few chosen words, but do not want to degrade myself to their levels.....its just a disgusting situation.