First American Home Warranty

This is the single ** company EVER. DO NOT USE THEM. DO NOT PAY THE MONEY FOR A WARRANTY WITH THEM. You will be sorry. They are incompetent. In fact they are grossly incompetent. We are canceling with them as soon as possible. They do not handle claims properly. In fact, they constantly LOSE contractors at this point who now refuse to work with this outfit. The biggest losers are the idiots(like us) who originally paid them a premium for services. They suck beyond belief. This is actually a ZERO star review. Look elsewhere. You will personally thank me later.

Terrible service all the way around. From customer service to their contractors. Over 2 weeks b4 assigned contractor even calls an sets up a appointment. And FAHW dos not communicate with me after contractor assess the problem. Had 2 contractors previous tell me compressor an blower motor was shot. And FAHW tries to tell me it's the condenser. ** their on contractor told me the same as the 2 I had hired. Almost a month an claim not filled. I purchased a new unit on my own w/o any compensation from them. Stay clear of this company major RIP off. 000 stars.

So, we had put in a service request at the end of April for someone to come to the house because the AC unit was not cooling. We quickly made an appointment with the contractors working for Total Air Care and had someone out at the house. When they came they added refrigerant and cleaned the coils of our machine. They were a bit unprofessional when they were at the house. They offered to do the work under the table and have us pay less money. To be on the safe side Tyler and I decided to pay the full amount so we wouldn’t void the warranty in any way.

When they left the house the unit cooled for about a week and then began to act up again on May 18th. Tyler and I didn't wait and went ahead and put in the service request on that very same day. Tyler did make a call to First American because it had only been a week since the last fix, so they canceled the new service request and told us we wouldn’t be charged for someone to come out that it would still be under the original request from April. We were assigned Total Air Care again. On Monday afternoon I had not received a call from them so I called First American asking for contact information. Nobody answered the calls and shortly after I received a text stating that they had attempted to contact me and that our service request would be put on hold until we answered. When I received that text I made a call to Total Air and was able to get someone on the phone. I was told that it was after hours and that they would be in contact with me the following morning first thing. I waited until about two in the afternoon on Tuesday when I began making calls. Noone was truly able to help me and I still had not made an appointment for someone to come to my home.

At this point, it is 80+ degrees in my home. I was unable to find any resolution on Tuesday and was simply passed from person to person. They did give me a temporary relief credit for $100 to purchase fans but that was truly the only help I received. On Wednesday I called around three in the afternoon since I still not heard from the AC company on when they were going to be able to make it out to my home. When I called First American I was on the phone with an individual named Juan which I had given all of our information to.I had made sure he had my phone number in order to get in contact with me if for some reason the call failed or we got disconnected. The call did fail on my way home from work and I never received a call back from him. I called back and attempted to get reconnected and they would not let me so I had to re-explain myself to another individual over the phone which then told me there was nothing they could do. I then asked if we could request another contractor because the one they had assigned us had still had made no attempt to contact me. They gave me a difficult time about it but then allowed me to switch. On Thursday morning I received a call from the new contractor, Rentz Residential. Their earliest appointment wasn’t until the following Wednesday. I understood that this was out of the contractor's control but found that this wait given the heat and circumstances was ridiculous. I called First American again. When I called I explained the situation again to another person explaining to them that by this point it was 85 degrees in my home with a total of 6 fans running. When I told him about the conditions in my home he told me to go purchase an air cooler.

I told him that I had attempted to make a purchase but that I could not find anything less than $300 he then instructed me to go to Walmart and look. The individual was very smart with me on the phone and when asked if I could talk to someone else he told me that I could hang up and call again and hope that I didn't get him. His disrespectful tone and hid dismissive personality made me feel as if I needed to talk to a supervisor. He said he would locate them and then he hung up on me. I refused to spend $300 dollars on something that I would be unable to return for temporary relief. At this point, I decided to take matters into my own hands and began calling heating and air contractors in our area. I was able to find companies that could service our unit as early as the next day. In order to not void our warranty, I did not allow for these contractors to come out without first making sure that First American would cover the cost. On Friday, I began calling First American again. I asked them if there was any way I could use a contractor from our area to come and be covered by them. They told me that I would have to follow various steps in order to do that. The individual (Jessie) I had on the phone was very helpful and began making calls for me in order to see if he could find a contractor that works for them that could come out to my home sooner. He told me had no luck so he was going to pass it on to dispatch and that They would make calls as well. He told me that I would hear back from someone that night about our dilemma. At around nine at night, I received a call saying that dispatch was still making calls and that so far they had no luck. I was told that I was put on their emergency list and that I would hear back from someone in the morning. I was reassured by the individual that I spoke to that if they could not find someone that I could assign my own contractor. Saturday morning they called me and I missed the call. I called back right away and attempted to get in touch with dispatch the individual that called me left me their extension and also sent me an email I called the extension twice and left messages, and also attempted to get directly transferred to him. I even emailed him asking for him to call me back and still have heard nothing. This individuals name was Manuel **.

At this point, I know that I will not be renewing my warranty with First American. Their failure to support customers and find resolutions is absolutely ridiculous. Their $100 dollar relief credit is a joke. It amazes me to believe that I was put on an “emergency” list and I have not been helped or at least checked up on. My house as of last night was 86 degrees. I have pets that stay home during the day and frankly, I am lucky that I have my parents that were willing to take us in while we sorted through this mess. Rentz Residential is scheduled to come to my house at some point tomorrow but with me leaving out of town on Saturday morning I am unsure if the problem will be resolved until I come back from my vacation the second week on June. I have expressed my disappointment with the company to the individuals I have spoken to on the phone and have been tempted to express my disappointment in online reviews. This experience has left me absolutely speechless and frustrated. I am in disbelief that I have spent so much money on a service that has been basically useless.

What a horrible experience. It’s 93 degrees in my area, my AC unit went down since April of 2019. I have a newborn in the house, her skin is very irritated with the heat causing it to have heat bumps all over her body. First time the company send a contractor from North Georgia heat and air company to replace my thermostat, he did a lousy job. Suddenly, my ac unit keeps pushing hot air on top of the 90 degrees instead of cold air. Called the warranty company back, they kept doing the run around with me, still can’t send a contractor to fix the problem. When they would finally call a contractor, who would reach out, that guy called once and said he was coming never showed up. When I called the company back they told me the contractor showed up, no one was home, when my wife have been home since February on maternity leave. Now it is almost end of May, no one ever return to fix the problem, and still continue to wait on the warranty. This company and their lousy contractors need to shut down. I will definitely report them to BBB.

If I could give zero stars, I would. Had 3 people come out to look at our unit to bandaid it then when it finally went out, contractor walked away and said he wouldn’t mess with it because last time they didn’t pay him for it. Sat for 4 days without air to be told this. Cannot get ahold of a person who can do something about it. NOT HAPPY. Do yourself a favor and go elsewhere for a home warranty.

Worst warranty company I’ve ever had to deal with. From customer service to contractor choice, they should receive 0 stars!!! Their contractor messed up my plumbing, said it was something entirely different, and now this “warranty company” is denying a new claim on the damage. I’ll be filing with the BBB and making sure no one I know falls for their money trap again.

If I could give 0 stars, I definitely would. Horrible customer service all together. Our AC unit went out within two months of buying our home. They said they denied the claim because it was a pre existing issue when there was no issue there before. When we had our home inspection done, there was absolutely no problems with it. They keep going back and forth with us and we’ve been without answers for three days!! I honestly don’t know how they stay in business. They’re a waste of time and money! We are taking legal action. This is ridiculous.

Worst insurance company ever, I paid the premium insurance $600 for 4 years and I just need then yesterday, a had a problem with the heater and they gave me the option either paid $1300 to fixed or I fixed myself and they will send me a check for $150, unbelievable, I just canceled the insurance. I wish I can give then a 0 star.

This company belongs on American Greed. DO NOT USE THEY WILL RIP YOU OFF. We always have paid for our home warranty just in case something breaks. Well finally our water heater broke to our dismay and First American Warranty is trying to charge us even though it’s supposed to be covered. What a waste of money.

If I can give 0 stars or angry face emoji faces, I totally would. If you want to waste money, FA is the place. Our AC unit isnt working and they sent out a contractor from Magic Construction, Chris ** just to tell me, my AC isnt working. No shit sherlock. And then he wanted me to sign forms that it was complete. I said, “No. You didn’t do anything to resolve the issue.” When I called FA, customer service rep said that they would have to wait for the report to see what is wrong but that states on their end that the job was complete. FA stated that I would have to call them back for the report because they don’t do outbound calls to see what they will be doing if there is any work that needs to be done. AC still not working and apparently FA is happy to say that they completed their job. Such ** service from FA and Magic Construction.

I hope people read the reviews here cuz they don't align with the overall rating this web site gives First American. This company contracts with low-quality contractors and gives them an exclusive deal. So when poor quality work is done on your claim they simply refuse to send someone else. FA won't tell you this is how they operate and will instead repeatedly tell you the lousy contractor needs to be given 'another chance'. When the contractor for a garage door repair never returned to finish the job I spent 6 weeks calling FA going in circles. No one at FA ever took control of the situation and followed through to get my claim resolved. I gave up, cancelled my contract and called a handyman to install a $15 part I bought online.

I wish I could give the a BIG ZERO, this is the worst insurance company I have ever had. They charge 75 dollars as soon as the technician comes even though he does not do anything at all. They don't help you with anything when you call, their RUDE, ARROGANT AND UNPROFESSIONAL SUPERVISORS SAY "I CAN'T HELP YOU????" They send the technician from very bad companies who don't do very horrible job So why do they charge money for? This company should be shut down ASAP.

Not happy with service took a week to get contractor to my house. It’s over 3 weeks now and contractor texted me they ordered wrong part. First American Is very bad on the people. They have to do home repairs.

Sent a vendor who botched install of water heater causing restricted flow in hot water Wouldn’t cover it even though their own vendor creates the problem. Poor customer service confusing rhetoric one day it’s covered the next day it’s not save your money.

I made sure my plumbing issue would be covered before calling and filing a claim. The first plumber came out and said that my issues wasn’t covered and refused to verify or fix the issue. I called First American Warranty and informed them. They told me they will send another plumber because it is covered. I have been in contact with them since November 2018 when this all happened, still awaiting a plumber to come out. Every time I call I get the run around and no one knows what to do. We are going on four months and my leak, that is COVERED still has yet to be fixed. Horrible customer service and they hire unreliable, very unprofessional companies to do the work. I would not recommend this company to anyone ever again.

Would never use this warranty again- the worst customer service. Use the worst of the repair companies. Poor response to requests. Cant get through on the phone when you have issues. What a waste of money.

I would never recommend this company to anyone. I placed a service call for a leak that was leaking downstairs. After waiting on ordered parts, the day the plumbers are scheduled to return, I receive a phone call. They are now telling me that I have an out of pocket expense of 425.00. I then call First American and they tell me they have to do a "pipe modification" and they don't cover that. All I know is that we just bought this house and there is a leak that needs to be fixed!!!! How can you charge someone when this should all be covered!!! Never again when buying a home will I use this company.

I was totally taken advantage of. Pricing for "bringing up to code" was exorbitant. I could have gone to Home Depot and saved half - trades should have done less than retail. Very disappointed. Reviewing whether or not to keep warranty service. I have certainly paid for plenty!

If you have an emergency of no running water with backed up toilets and showers, GOOD LUCK. It happened on a Saturday and they couldn’t find a contractor, AND wouldn’t let us call one of hundreds in our local area who were available and ready to come to our home until 24 hours past! She said it's policy to wait 24 hours for all emergency calls if they can't find a contractor. It's an EMERGENCY and they want you to wait!?!?! We were forced to pay a night at hotel. We had my mom and children visiting. Then I called the next day before 24 hrs we're up to check status and they said oh you can go ahead and call a contractor of your choice as we still have not found one. I asked why hasn't anyone called to tell me this?? I've been waiting for status! How much longer was I going to wait for call? I found a plumber and they came out within 2 hrs on a Sunday. The company is great if you don't have an emergency... I will not renew. Their policy is just wrong. In the end I spoke to probably the best customer service person they have and he helped with processing our reimbursement. It's been a week so I'm still waiting for it in the mail. They will not cover the hotel cost.

We have been very satisfied with First American. It’s comforting to know when any of my covered items get in trouble I have someone I can depend on. So far I have no complaints. I have had to have service on three occasions and have been very pleased.

Claim was handled effectively and service provider was able to make the necessary repairs. I did have an issue with scheduling the installation of the repair part and was forced to wait an additional 2 weeks to have the repair completed but as I said it was eventually completed to my satisfaction.

We have had First American Warranty for 1 1/2 years. We have had small repairs throughout the year and they did fine. However, recently our A/C coil was leaking and needed to be replaced. The company they sent out to do the repair was notorious for poor workmanship and dishonest dealings. This company informed us that the total cost was $1500 to replace the evaporator coil ($500 of which we would have to pay, leaving $1000 to be paid by First American). We called 3 other companies in the area to get quotes on replacing the coil and all 3 gave us a total of $1500. Because of the contracted companies reputation, we called First American to get a payout so we could go with a different company. They offered me $350!!!! This wouldn’t even cover the cost of the part. We have filed a complaint on BBB, with no resolve. I have also left messages to speak to a manager twice and never gotten a call back. All we want is our A/C fixed by a reputable company.

Worst scam ever. Terrible contractors, terrible foot dragging. The time you spend on the phone with these people trying to get something fixed, combined with the time wasted working with their many inept contractors could be better used learning how to fix it yourself or calling a contractor of your own choice. I've had a simple in wall pipe leak for over a month (claim submitted to them a month ago) and 5 visits later and STILL no diagnosis and no plan of action to fix it. NO, NO, NO. I will not ever renew with them.

Worst home warranty I've seen bottom line. I've been having an ongoing issue with my AC, first the technician they send don't know much and report its an electrical issue and it goes back and forth. To make it better they dont schedule you a follow up date till they send the report and they can get a hold of the company. Once they settled it was a compressor issue it took the company 2 weeks to send the work order and when it was “fixed”. I called because the same issue persisted, called back and requested a different tech to take a look and they said the compressor was wrong. Now they have to make the other company liable and get them to come back. Its been 2 months, $900 wasted, and lots of time off work to be at home with the tech, without AC in mid summer my house is usually at least 80 degrees and to make matters worse I had surgery. This company never calls me back and never gives you a confirmation on when matter would be fix, just a run around. This is not a company you want.

CONSUMER BEWARE!!! THEY DIDNT WANT TO PAY FOR A CLAIM THAT IS CLEARLY STATED AS COVERED SO THEY HAD THEIR PEOPLE CALL IT SOMETHING ELSE THAT IS NOT COVERED!!! My fuse box shorted out. This is clearly covered by contract under electrical. (fuses, fuse panel, junction box, wiring, circuit breakers, switches/fuses, plugs, and conduit all covered. The electrician they sent out said: "I won't even touch it because I don't want to be responsible for the fire it causes". Then said "they try not to pay for these repairs based on cost, and usually have to pay out 50/50 (about half the time"). so they call it "inadequate wiring" and claim this in not covered, however, the house was inspected by a certified electrician and an electrical inspector less than a year ago and passed with flying colors.

Not to mention multiple times throughout the years. when it was submitted, the EXTREMELY RUDE rep that only spoke very poor broken English said they refuse to pay because of the cost of repairs. First American is a fraudulent company selling a service contract they refuse to honor, Because they RUDELY refuse to help resolve this.

Total Air Care - unethical, immoral, fraudulent. Avoid at all costs. Our A/C died 24 July 2018 and we contacted First American Home Warranty (FAH) the next morning via their on-line appointment request and via telephone. Three days later (!!!) Total Air Care (TAC)'s tech came out, saw that pressure was low in our condenser, and topped it off. Two days later, the same problem happens again.

Obviously there's a leak somewhere. Second visit took FOUR days to get the technician out - he diagnosed a bad condenser coil (leaking) and told me they would replace it provided the home warranty covered it. FAH decided to replace it, and here's where it goes sideways - well. More sideways than the ridiculous waits for people to come out and take a look.

I fought FAH for THREE WEEKS to get them to order the correct equipment. Our home is equipped with a 4 ton air handler and condenser, and they ordered a 3.5 ton replacement for both. I spent over 8 hours on the phone with multiple people who all gave me different stories, provided pictures of the make and model, the manufacturer's documentation on how to decipher the model to derive capacity, and finally am assigned a claims specialist named Yvonne.

I was contacted via email only after I complained on their web-based dashboard that I wasn't being helped and that my kids were suffering in the 90+ degree, 80%+ humidity of a Florida summer. So FINALLY, at 34 days of misery, the right equipment is available for pickup by TAC. I look at the portal, and see "Awaiting customer acceptance of non-covered charges". Huh? Never disclosed. When trying to contact TAC, expect to waste 4 hours of your day in their Parts and Service queue to be told by an overflow operator w/o access to anything useful with regards to status that "someone will call you" - you never get through to a person that can help, they do NOT respond to emails, and they will NEVER call you back. Here's what TAC submitted to me as "non-covered charges" - and wouldn't tell me over the phone, I had to get this from FAH: Permit fee: $199 dollars (permit fees in my area are $95. A like-for-like replacement does not require a permit). Manual J Load Calculation: $225 (TAC never ran one. One isn't required in my county. A Manual J calculation should be performed when DESIGNING a system, and takes into account thing like floor plan, cubic footage of air to be cooled, R ratings of insulation, windows, all of it, and not required during a like for like replacement). Float switch: $100 (Available for $24.99 on-line, more than 300% markup) Condenser pad: $150 (36" x 36" x 3" pad is $78 at Home Depot, 100% markup) SUP(ply)-RET(urn) modification: $375 (Installing an air handler dimensionally identical and no listing of REQUIRED modifications. Also note TAC did not perform a site survey, cost estimating, labor estimating, or materials estimate.) Programmable Thermostat to meet code requirement: $127 (Already have one, not required). R410A reclaim/recovery fee: $144 (System is empty, it's leaking, so no refrigerant in system... if this is a legal requirement I'd want them to state the code and section that requires it. Thy did not). Disposal Fee: $100 Condenser Tie Downs: $78 (A set of four of the same make as the manufacturer of the unit to be replaced are available on Amazon for $11.75.

More than 500% markup). Locking caps: $79 ($30 bucks at Grainger, no explanation of requirements provided and more than 150% markup). Electrical Modifications: $550 (What modifications are required for an existing, code compliant installation? No site survey, cost estimating, labor estimating, or materials estimate performed. I'd want an itemized list of work to be performed with materials required as well as labor to be performed - what, to plug it in???). Drain Line modifications: $76 (Huh?) Code requirement Duct Certification: $175 (not required in my county) Total cost of non-covered items were: $2378 Total cost of replacement equipment if I purchased: $3172 Offered cash in lieu of replacement: $ ~$2000 FAH stated that they: - Do not set the charges from TAC - Do not advocate for customers with contractors - Do not release procured equipment to other contractors less predatory than TAC - Do not obtain second opinions on installation "non-covered" charges - Do not negotiate. Period. - Take the payout or pay TAC $2400 dollars, and have a nice day. If you've read this thus far, you're smart enough to figure this out...TAC unavailable for comment and FAH is useless. Avoid at all costs. Find another warranty company and NEVER let TAC work on your house. Tech was a good dude but company? Crooked as a dog's hind leg.

Terrible experience. Waited a month for a repair and guy spent 10 minutes and didn’t fix it and told me to call back for another technician to come fix it. Customer service was rude, won’t answer questions, reads from script over and over, puts me on hold 35 minutes, transfers me to another rude person and same thing again and again. Have to wait another month for another technician. Such a waste of time and money. We need our appliances to work and are stuck without them because this awful company can’t get their stuff together.

The contractor chosen by First American had trouble getting in parts for my heater. After almost two months with a heater and air conditioner malfunctioning, First American said the problem was fixed on the first visit and I was putting in a new claim. Fortunately I kept the voice mail of their selected contractor telling me he was waiting for the parts. I hope their fraud gets me around the arbitration clause, if there is an arbitration clause as mentioned in this article. My intention is to retain counsel to file a class action suit.