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Is buying a First American Home Warranty worth the money?
Overwhelmingly, customers are satisfied with their experiences with First American Home Warranty, with experiences of quick resolutions and good contractors. However, some had issues with the price and deductible, finding that deductible didn't necessarily cover a repair for them, just when a service agent had to come out. Although this may not be your experience, read the contract to make sure your expectations will meet reality.
Overall Score: 8.9/10
Customer Satisfaction: 8.9/10
Prompt Service: 8.7/10
Repair / Replace Quality: 8.8/10
Deductible: $75-$95Get Your Quote Now
First American is more than just a home warranty company. They also offer insurance, title services, and investment advisory services. Their revenues are extensive at over $5.5B annually. They have a lot of experience providing excellent service to customers in a variety of fields. With positive reviews from customers, there is a reason why First American should be on your list of potential companies.
|Headquarters||Santa Ana, CA|
|# of States Served||All States|
First American has a variety of home warranty products for customers to choose from. Although prices vary by location, First American products start as low as $24/mo, which is much lower than many competitors.
|Basic||Depending on location:|
|Premier||Depending on location:|
Review New 2018 Plan Options & Get The Best Rates
Overall, customers report that making claims is a relatively painless process online and that the request portal is very user friendly. Some have described that though the process is simple, there are times where the contractor will not have all of the information submitted. Note: this may have been a temporary issue.
People are pleased by the speed and consistency of the service they receive. However, there are some people that have had issues with being nicked and dimed in terms of how much money to pay. Some have had experiences where they have to pay more money for repairing and replacing the same item (without it being properly repaired before). Although this criticism is not extremely widespread, it is very important to read your contract so you understand when you will be required and how often.
There are some nice benefits for realtors, including designated area managers that can help with plans and coverage questions for realtors their clients. Additionally, there are buyer and seller plan options with optional coverage upgrades. Below, find a coverage sample:
|Basic Contract Coverage (Buyer)|
|Optional Contract Coverarge (Seller)|
|Optional Upgrades (Buyer)|
|Optional Upgrades (Seller)|
Review New 2018 Plan Options & Get The Best Rates
First American Home Warranty vs. AHS
AHS and First American Home Warranty have comparable pricing structures and pricing options. AHS has more options on the higher end of the coverage. There are some complaints from First American Home Warranty that the deductible is charged in any case of contact, whereas AHS is more lenient in terms of its communications.
First American vs. Old Republic Home Warranty
First American has a better online web experience and usability versus Old Republic. Overall, the scores for repair and service are more desirable with First American than Old Republic.
First American vs. Choice Home Warranty
First American and Choice Home Warranty are comparable when it comes to service. First American has some more affordable options and entry-premiums versus Choice Home Warranty. However, Choice Home Warranty has a lower deductible overall.
Sign up for your First American Home Warranty Plan Now: Get Your Quote Now
HVAC unit quit. The technician determined that it is the reversing valve but also noted tree damage that caused cosmetic damage to the unit over ten years ago. The unit has functioned without issue for this long time frame. The cosmetic damage has no correlation to the now valve problem. Still my claim has been denied. AVOID THIS RIP-OFF COMPANY. I am filing complaints with the BBB, Florida State Attorney's Office and contacting the media. Fraud at its best!View More Reviews
I had bought a condo and I bought a warranty from First American. And I've been a customer for 10 years. I call when I submit my claims and their claims representatives have been fine. Most of the technicians who come to our home are good. Sometimes there are problems with the company that they work for, but the quality of their work was good. First American has been the only game in town for a while. And now, I have been given information about other competitive companies. Before I renew with First American, I'm going to look at the competitive information.
My son signed up for First American Home Buyers Protection. We called when we had a washing machine that broke and they sent somebody out. They worked on it and then went away, but it broke again so we called them back and they sent somebody else out. It went through that three times with the same contractor each time and then they concluded that we needed to replace the unit. So, we did, and that was satisfactory, and everything was fine. The process did not take long as well. Also, our dishwasher's disposal turned out that something had fallen in it, but no one had a way of knowing what, so they got it out and that was fixed quickly. It has been very helpful, but it is also good to read the policy first, or call and inquire if something is covered because you pay them $75 regardless.
I had First American Home Warranty for 12 years when my a/c went out in the summer of 2016. The run around that First American Home Warranty gave me was unbelievable. It is normal to have to wait 45 minutes on the phone only to be told, "Sorry. Another department is looking for a new A/C for you, but they haven't located one yet". The next phone call you make... they have never heard of the person you spoke to the day before, so you start all over. First American Home Warranty uses contractors that are less than top notch. After one week with no air conditioning in San Antonio, Texas I said, "To heck with it" and within 18 hours I had a new a/c unit installed at my expense. First American Home Warranty will not replace your equipment with "like" equipment. They will shop it around and install the least expensive piece of equipment they can find. First American Home Warranty sent me a check for 50% of what it cost me to get a new a/c installed. They debited my account for over $7200 dollars during the 12 years I did business with them. I would have been better off putting $50 per month in the bank during those 12 years. I would have come out in much better shape. Review any company you plan to buy a Home Warranty with BEFORE you sign on the dotted line. Do not rely on your Real Estate Agent either, do your homework and research all warranty firms. I canceled my contract with First American Home Warranty after this experience.
First American HB Protection was given to me by my agent. I don't want to have to look for a contractor so I got the warranty for peace of mind. They're very prompt in their service. They're helpful and their contractors are very knowledgeable. They also provide good quality work and I would recommend them to someone who's looking for them. I'm very happy with them. They've been servicing my house for the last four years and they've been very professional.
I cannot say one good thing about this company! I’ve had to use my home warranty twice, and both times have been disappointing to say the least. I had a guy come to my home. Look at my stove top and had nothing to say. At the end I asked if he was going to fix it. He said he didn’t know, I was going to have to contact my home warranty. Two days later I call First American home warranty, and every time I would call I would get the runaround saying they hadn’t received any info from the contractor. At the end of it all they ended up with an excuse, saying my stove top was not covered. The same story from my first experience. Thanks First American Home Warranty for nothing! I’m glad my warranty expires soon, so you can stop sending the renewal letters because I won’t be! Worst company! Worst contractors!
I heard about First American through my real estate agent. Submitting a claim was very good. I usually do it over the phone and their claims reps were very professional and good. I had a plumbing issue. My toilet had a little problem, and this guy comes to my house and looked around and he said he doesn’t know where and how to turn off the main valve. Then he said to look at the city main water valve to shut it off. So, I also told him where the city water valve to shut it off, and he said, "Oh, you're not supposed to touch that." I decided to turn it off, my own house water valve. I'm the one to tell him the water is off. We don't have to touch the city water valve.Also, he messed up my toilet. I had an expensive toilet equipment inside, but he changed the pump with a cheap one. It wasn’t fitting into my toilet size and he just literally broke it off the pipe. It's not even sharp cut. I don't know what kind of equipment he used with it. After he was done, it made noise and when I cleaned them, my toilet has a crack. But he looked at the toilet and said, "It's okay. It won't leak because the crack is outside not the inside the toilet." After he left, the next day his office called me and asked me to either pay $100 to them and they will put a new toilet in for me, or I buy my own toilet and pay them $100, so they will put it in for me. I told them, "Let's forget about it." That was a bad experience for my plumbing.I had another problem with an electrician. The exhaust fan in the bathroom was brand new. It's $15.99 in Home Depot. But my house is 20 years old, and it was never changed. The electrician came, removed it, took them to his place, and tried to fix it. It took him two weeks to fix it. Then he came back, put it in, and it didn’t work. I had to call several times to let my insurance agent know what's going on. After two to three weeks, they hired another electrical company. They bought brand new and put it in for me. So, those were my two bad experiences. Other than those, I was very happy. I used First American several other occasions. I liked my experience with them and it is valuable to have a warranty on our house.
First American came when I bought my house. When submitting a claim, I just call and tell them what the problem was and then they'd call me back to let me know when they got somebody coming out and how much it would cost. The contractors they sent out did a pretty good job. But during summertime and there's a problem with the air, it might be up to a two or three-day wait. Other than that, they come right on up.
Most of the time when you talk to somebody from First American they're very helpful but there could be a delay sometimes in the actual contractor getting back to you. Sometimes, it can be over a day or two. But submitting claims is pretty easy now. They've added an online component and that’s usually how I do it now. Moreover, working with their claims reps have been pretty good. I had one incident though where the person I was talking to didn’t really understand what was going on, and it was frustrating to tell the story over and over again to them. But for the most part, it’s been okay. Some of the contractors that have been sent here haven’t been great, but the last two were good. Overall, the quality of their work is good. My only suggestion is that they shorten the time frame between me placing the claim and the actual contractor calling me.
First American has been okay since I've had them 10 years ago until these last service calls that I have had. They haven't done anything for my appliance. I've always called and submitted the claim until these last two calls, I did it online. I submitted the call online. I do everything online and I like it better doing it online. That way I don't have to wait.When you call sometimes I have to wait a long time and sometimes you don't. And they pull your account they tell you, "Yes, it's covered or it's not covered." And they give you a claim number and they said that the vendor or whoever is going to come out here will contact you in 24 to 48 hours and so you just wait. And usually most of the customer service people are okay. Most of the time they went properly. They're just taking the order of what you need.A couple of my appliances have gone out. Normally they come and they fix the problem. I don't have to be calling them back and forth except for this refrigerator. I have had three providers, three appliance people come and look at my refrigerator and the first one came out twice but just looked. They don't do anything. With this last call I was kind of disappointed because it seems like they all just came and looked. They didn't even look at the motor. They just touched it and they said, "Well, it's cooling." But it was not enough to put the food in there and the ice was melting. They just told me, "You need to clean it at the bottom. You need to clean the top. You need to clean this." My refrigerator is still not working. I have had to pay the $25 call because I have let it go longer than 30 days to come back and complain. So it has to be a new call. I have had to call three times, they give you 30 days. If you call within the 30 days they don't charge you again. The second contractor did order a part. But then the refrigerator started failing again. Other warranties do help you. If they cannot fix it they give you money so you can go ahead and purchase a new appliance.
The process of submitting a claim was pretty easy. I just go on the website and submit a claim. But it was just who First American picks to do the business. For instance, when I had a plumbing situation, I looked up the contractor and his accreditation by the Better Business Bureau was dropped. So I don't know if First American did background checks on the people they choose to do business with that will represent them. First American switched plumbers this year. And I got a feeling that the technician who came out recently likes to take advantage if you’re not very knowledgeable about the situation. I also found that out by talking to another plumber that he overcharges if he does the work on a Saturday.
A friend of mine told me about First American and we've had it for about 15 years. Their claims representatives were really nice and they’re good about trying to get somebody out as soon as I call. However, I had a problem with the latest one. My dishwasher went out and I called them. But instead of the rep calling the people to tell them to come out, she gave me the number and when I called the people they said that I got an appointment set on Thursday. 10 minutes later the people that were coming out called me and said that they couldn’t come out until I have a claim. They didn’t have a claim. First American had to call me back and fix the claim so they can get the people to come out. They came in last week and apologized. However, I didn't want the three guys that came back at my house. One guy dropped the valve and said that somebody else was going to get the screw. I told them I’d pay them for it. They wanted me to pay 30 dollars for a small screw but they didn’t give me a receipt and said that they don't give one. Then the other people came and they called some more people to come out to put the dishwasher in. They didn’t even need any screws. So, I had to call First American to tell them to send somebody else. They were really respectful and nice about it. If they have something fixed and got messed up the following week, they still come out and I don't have to pay for it. Overall they’ve been okay and I’d recommend First American.
I've been with First American for three years. I had Old Republic before, but they doubled my rate after a year and I wasn’t really happy with that. I found First American online. I looked at the top 10 companies at ConsumerAffairs' home warranty group. First American gave me a competitive rate that was similar to the rate that I had at Old Republic. It was a little bit more but not twice as much. In addition, the previous owner of the house had their home warranty through First American which was a nice caveat. It's been super easy to submit claims. I can do it online at any time of the day and I don't have to call in. It's super easy to sign-in and I'd get a service request in there in three clicks. That’s really a convenience.I've had five claims and I used to I'd get a call back within 24 hours. I called in for our dishwasher that's not functioning very well right now, but Sears had pushed the appointment back by two weeks. Other than that, all my experience with the contractors has been super positive. I always tell all my friends to always keep their home warranty because they don't want a $3000 expense for a new furnace or something when they could pay an annual fee plus $75.
When I first bought my home my realtor suggested that we get a home warranty. We got First American and we’ve renewed it ever since. I usually just go directly online or call the 800 number to submit a claim and it’s usually quick and painless. They usually are able to get me pointed in the right direction easily, move on and get it handled. The last one they actually came out a lot quicker than expected. We had a plumbing issue and I was able to get the name of the actual company that was going to be contracted to come out so I contacted them directly. And they were able to send somebody out within a couple of hours. So that was greatly appreciated. Then they were able to clear up the situation within less than an hour and on their way.
he house that we bought was about 12 years old and I could tell there were some things wrong in it that I wanted to be covered on so I continued with First American after the first year. My pool's motor was getting weird so I made sure that I kept the warranty. Sure enough, it went out which costs 500 bucks. My pool guy's very good. He normally calls me the same day and a guy would come out the next.Submitting a claim online is really easy and usually takes about five minutes, but it's a pain in neck to do over the phone because half the time, I couldn’t get them.Last week, I submitted a claim for the third time for my garage door. The contractor called me that night and was right on top of it. The plumbers that I’ve had were spot on as well. On the other hand, the AC contractor always takes about a day to call. I’ve dealt with him enough now to know that if I don’t hear from someone the next day, I’m calling them. They have some good techs and some that are not so strong. Doing the math, if I have two or three things go wrong with the house a year, I'd end up saving money. But the longer I stay with them, the more expensive it becomes ‘cause each year they go up on service fees and monthly payments. I’m probably going to let it go after this year because they’re up to 75 bucks now and after a while, I'm going to end up on the wrong side.
They haggle costs with their contractors while the repair needs go unmet. My leaking water heater in the attic is left unrepaired, the company does not communicate and I have the possibility of further damage to my home. Very unsatisfactory. Do not use this home warranty company!
For the most part that we have First American, it’s been really amazing. We call when something breaks down and then they get right on it pretty quick. Their reps are very helpful and would get back to you and call you. But the last couple of times, it’s been kinda rough because they couldn’t replace one of the parts when our pool messed up. The tech couldn’t help with the pool but it wasn’t his fault. It was a misunderstanding. But overall they've been really good. They know what they’re doing. If they mess up, they come back and fix it.
We’ve been with First American for over seven years. Submitting the claim through the automated system is simple but you can't go into detail about the problem. On our most recent claim, I called them and they came out to the house. We’ve had two technicians because they didn’t resolve the problem. They’ve been fine. The first one was sort of rushed, and the second one was fine and friendly, but he broke our toilet, so they’re going to come out a third time to fix our toilet. First American owned up to coming right out and repairing it and being responsible for the new toilet.During summer when we have problems with the air conditioning or the refrigerator, sometimes, it can be really slow, but hopefully they’re working on that. We’ve had to wait weeks for them to come do our refrigerator, and then another week to get the parts out of the refrigerator, for two weeks at one point, so that was really hard. But they haven’t been slow on these recent claims.
On January 2, our HVAC furnace died and I called in to First American to make a warranty claim. They dispatched a company with several 1-star reviews on Yelp (Payless Heating and Air). The technician that came did not know what he was doing. He disabled the safety switch on our furnace so that it would run, yeah the safety switch. My husband and I did not feel comfortable with this being done, but the technician assured us that it wasn't a problem. The furnace died within a few hours and we called First American, informing them that our furnace was still not fixed. We also called the technician back, he did come back, got the furnace working again, however it died again within the hour. We called them back and were told that they could not fix our unit because it's a high-efficiency unit, and they don't service high-efficiency units, but they did collect my $95 check for the service fee.I called First American again, and was instructed to call a technician of my choice to come out and diagnose the furnace, and to get authorization from them prior to doing any repairs. My technician comes (keep in mind this is the HVAC company who we have a yearly maintenance contract with), he says that the safety switch should not have been disabled. The furnace was getting so hot, that the glass piece where you can see the furnace flames started to melt, in addition to the manufacturer labels on the furnace were starting to melt. I called in to the First American Authorizations department as instructed, and put the service tech on speakerphone. He informed the rep that his recommendation was for our furnace to be replaced, and he provided the cost and serial and model number of our furnace, which is a Carrier. The First American rep told me that a decision would be made within the hour, this was at approximately 11:50 AM. Close of business, I still did not hear from FAHW, and I called in that the representative who I spoke with practically laughed out loud over the phone telling me that my claim would likely be denied.I call in to FAHW today, and am told that they will be sending another company out for a second opinion. I look up this company on Yelp, and again, approximately 29 review with 28 of them being bad (Ecco Tec Home Services). And even though my claim was given "Emergency" priority, the soonest this company can come out is two days between 12-4.It's all I can do to not have an anxiety attack of the pure incompetence of their service partner, and the fact that they have denied authorization for my furnace to be replaced. The unit is 15 years old, and it was diagnosed by a knowledgeable technician from a local, reputable company. I challenge anyone to look up these two companies on Yelp and read the reviews, and ask yourself why First American would do business with them. As a Realtor, I will never, ever, recommend First American Home Warranty to another client again. I am outraged at the service that I have received, and am thrilled to take my business elsewhere, and will gladly share my experience with anyone who asks. This has been a horrible experience, and I would not recommend any homeowner to trust First American Home Warranty to cover their home warranty needs.
First American came with my home when I first bought it. I've had it for 5 years. At first submitting a claim was easy. But the last couple of years have been kind of difficult to have consistent replies and problems fixed. But it’s more with the contractors that they have partnered with because sometimes they're not consistent in answering back or coming out within a convenient time. It takes like a day or two and then it would turn to a week sometimes. A couple of times I had service calls that no one ever came out ever. It got kind of bad for a while.But then I just had a service call a couple of days ago and that was fine. They came out within the next day. So my last experience was good but a couple before that were not. But the contractors were always professional and courteous. I have never had any bad interactions with the contractors. First American is a good service. But I would tell others to expect sometimes the service is not consistent.
When I bought my home, the realtor recommended me to have a warranty. I purchased one from First American after considering their price and I've had it for a few years now. I had a claim for an air conditioning and it was great. I had to pay a lot out of pocket because it was something new that needed to be installed, but they covered the replacement part. So, it didn’t take long and it was a great experience. But I also had a request for pool services and it was awful. I had a bad experience with the service provider.First, they tried to fix something and it wasn’t the issue and then they came back another week after and then finally another week. So, it took four weeks to fix whatever the problem was and it went to malfunction to non-function to no pump at all and then they replaced it at the end, but I had to pay a high-rate bill and then had my water clean all. And I wasn’t happy that every time that they didn’t fix something, they had to give me a new schedule based on their availability, but it wasn’t my fault. And we are non-priority. I even called First American and I wanted to be with another provider and they said it will backtrack everything because they would give it to somebody new. First American also increased the monthly prices and the service fee. But I will still recommend them. And hopefully, they don’t call the same people that we complained about.
I've lived in that home for 10 years. I've had multiple claims that I've submitted to First American. The most recent was with the plumbing. I had to contact First American and explain the problem. They sent somebody out to analyze it. Now I'm still waiting for the repair to finish up. I continue to renew my policy and I'm satisfied with the treatment I get and with the quality of the workers who come out.
I have had First American Home Warranty for about five years. I have called them out about five times during those five years. Three out of the five times they have found a loophole out of covering the service needed. First, about six months after I moved in, the plumbing started backing up. First American set up a contractor to come inspect. The first contractor stated he thought he saw drywall pieces in the plumbing. So, First American called to tell me they weren't covering it due to the fact someone flushed drywall down my toilet, possibly kids. I said, I don't have any kids and I know I didn't flush drywall down my toilet. I ended up hiring another contractor to come out and the technician snaked the pipes and all has been good ever since.Second issue, ever since I moved in my fridge was leaking water within the fridge and it would just collect at the bottom. I kept having to soak it up with a towel every week or so. I finally got fed up and called First American. I unplugged the refrigerator in preparation for the technician's arrive. The first thing the technician looked at was the coils, and said per my contract he can't work on the unit until he cleans the coils and Home Warranty doesn't cover that. I ended up plugging the refrigerator back in so my food didn't go bad. Well, while it was unplugged, some ice that was covering the drain hole melted. That is what fixed the draining issue. But, I had to pay $75 for the guy to walk in my house and turn around and walk back out.The final issue that broke the camel's back was my heater. My boyfriend had bought me a wifi thermostat for Christmas and turned the power off to install it. When we turned the power back on, we noticed the air blowing out on heat mode was cold air. I called First American and the contractor set up an appointment. The contractor never arrived for the appointment, and I contacted First American and they advised me it would be better to just wait to hear from the contractor than find me a new one.Meanwhile, it was 48 degrees in my house. I finally got ahold of the contractor the next day, they wouldn't come that day because it was raining. They finally showed up the next day. The contractor reported that my gas valve was bad on my unit. Well, First American found a way to not cover that, due to a sediment trap not being installed on the unit. I have never heard of a sediment trap before, and how would anyone know when they sign up for coverage if their unit has a sediment trap or not.The customer service agents on the phone in almost every instance was rude and snarky. I understand dealing with upset customers can be difficult, but they had no sense of empathy whatsoever. I cancelled my coverage with First American Home Warranty immediately after I was told my gas valve on my heater wouldn't be covered. What you pay in a year isn't worth the coverage when First American Home Warranty will find a way out of covering anything of value.
The warranty company that I had seemed to be too busy that it was very difficult to submit work orders to them and so I figured that there has to be a better alternative. The experience with First American went well. I contact them when I need them and just pay the bill. Submitting a claim was very simple. I call them, tell the problem and the location, then they went ahead and find someone to do it. So far, so good with the technicians as they came in, made the repair and then left. They also cleaned up after themselves.
When I bought my house, First American was offered as a one-year deal buying the house. Then we continued service because of the reassurance that if anything went wrong, it was going to be repaired. They’ve all been very helpful when I call to file a claim and it's easy. Their technicians have been fairly reliable. But my last experience wasn’t very good though. I kept trying to call them and kept getting a voice mail and would leave messages. They wouldn’t call me back. I finally got a hold of them and it wasn’t very professionally done on their part. I hope they pick a little bit better technicians.
First American Home Buyers Protection was recommended by a realtor years ago. She had a lot of rental properties and I had good experiences with her. The submission of claims isn't too bad other than the call wait times can be horrible. Also they completely fall apart if whatever you have doesn't fit in their normal little criteria. At which point everything becomes a horrendous pain. For instance, the dishwasher went off and there was no one in the area who could repair it. We tried everything. They said, "You need to call on and see if you can find anybody." We go round and round and round and they were looking and looking. And this was at our home in Houston and I'm not in Houston I'm in Florida. We're only there a couple of weeks at that time. This thing that could absorb the entire two weeks and we never got the thing fixed. We worked back for a month, we started again and they said, "Oh, well this has to be a new claim. It's more than 30 days." So it starts with the whole rhythm all over again. I kept demanding, which was not easy. They will not escalate to someone who actually has decision making power. They were trying to give me the same five steps we have already done. Finally I found someone who could actually make a decision and we ended up getting the dishwasher replaced because there was no one who would even come to look at it. It was the same exact problem when our sink stopped up in the kitchen. Roto-Rooter came out. It was great until they were ready to leave. The sink stopped up again so I called them. Some neighbors came over and walked them through it. They said they had it all fine. Next time we were back we have three, four days and it stopped up again. And they said, "It's been more than 30 days."
I had 2 leaks. Plumbing leak (covered) and sprayer (not covered). Tech shows up-nice enough guy. Says, "Sorry you're not covered" and leaves while I'm on the phone with Veronica at FAHW. He said I needed to replace the entire sink $900 due to the brackets not being reusable. (BS. You can get universal brackets for $10.) Veronica apologizes and offered a $75 refund. Ok great we're good. Well after a month of emails...nothing. But some lady Angelica ** had messaged me and said they won't refund anything. Prior to this, I just got the runaround that I'd be 'contacted shortly'. I had the problems fixed for $85 total by a local guy.
After 15 years of using First American, I have finally had it. As a Realtor/broker who referred them over $100,000 in business, this time I must say they went way above and beyond BAD SERVICE. The technician had the worst attitude, we got used to that in the past, but he kept saying we do not work on these ovens and he has never seen an oven like this. Took him 12 days to submit the report to First American, then First American could not get the parts. We told them we bought the oven from Costco. After 30 days, we took it upon our selves. We called our own vendor, got the parts in 2 days for FREE. Then $140 in labor, the oven was fixed in less than 5 days. NO THANKS to First American. WORST COMPANY. As a Realtor/Broker, we will NEVER use them again.
Please be advised... I opened a service request regarding a blocked, sink drain on Monday, January 15. January 17, called First American Home Warranty (FAHW). Reported that Contractor had not responded. Agent asked me to call contractor, which I did. Contractor responded that they were not in possession of a work order from FAHC. I recalled FAHC and informed agent that the contractor was not in possession of work order. Agent responded stating work order was resent and that contractor had two days to respond. Contractor responded that service agent would arrive between 4 and 7 PM.Agent arrived at 4 PM and assessed the situation. He decided that the proper equipment -to clear drain- would be Hydro-Jet and he stated that he would have someone out by Saturday with proper Equipment. I waited but no response from contractor. FAHW was called and I was informed to contact the contractor. Called Contractor and was told they needed a new work order. Thus, I called FAWH and reported about new work order. They responded that they had issued one and the Contractor had two days to respond. I am still waiting to hear from a contractor. Please respond ASAP. How much longer should I have to be without the use of a kitchen sink?
Moved into a new house. My 15 year old water heater went out. First American sent out a plumber to check it out. Plumber said water heater could be repaired but First American wouldn't pay for the repair or a new water heater. He installed a expansion tank for $650 out of pocket. Five months later water heater went out again. Plumber came out 3 days later & confirmed the water heater was shot. His estimate was $880 for installation and parts not including the water heater which is a total rip off.I spent over 3 hours on the phone with First American. Over 14 days later I have no water heater. Both plumbers they sent out were not honest. I asked First American for a check so I can have my own plumber do the work. They said they will give me $450 which won't cover the cost of a water heater. I still don't have a water heater for 18 days. This company is the worst!
When I purchased the home, a one year policy from First American came with the house as part of the deal. I had an ongoing issue with my refrigerator and kept working with First American to get to Sears. I went back and forth in opening claims and waiting for Sears, who didn't show up half the time. When I went back to the insurance company to ask about doing a write-off, they were very hesitant. They were going to have to fix the refrigerator no matter what, even if they had to go find another refrigerator that was no longer being used and take scrap parts. I thought that my insurance policy would have covered for a new refrigerator should the other one not work anymore. It had become enough of a problem where I wound up buying a smaller refrigerator just to make sure I didn't lose food, because I lost food a couple of times over the course of several months trying to get it resolved. It also wound up causing $4500 worth of damage to my house at the end of the day because I had a water leak. I had to go through my home insurance company, and I'm not looking forward to an increase in my insurance premium now. Had Sears fixed the problem or if the insurance company had just let me get a new refrigerator, I would have avoided that. Other than that, I've had very good service from First American. When I worked through their phone system, I find that a little frustrating because I have to keep repeating myself. But when I get a hold of a person, all the agents I've spoken to have been very helpful, with the exception of my refrigerator issue.I've had a couple of experiences with First American where I waited a lengthy time, but I chalk that up to my being a little impatient. One time I wound up abandoning the call, and another time was more than 20 minutes. And another time, they kept routing me to nowhere and disconnecting me. Someone routed me to some corporate office and when I called back, the lady that answered the phone wound up yelling at me, so I wound up losing my cool. At that point, I was trying to talk about cashing out, but I wound up abandoning that thought and dealt more and more with Sears. Before purchasing a policy, people should understand what is, what isn't covered and to what value so that they can make better decisions about when to opt out of something.
We were buying our first home and the realtor we were working with told us about First American. They included the appliances for the kitchen and the laundry room in the coverage so we went with them. We submitted our claims to them online and that was fairly easy to do. Their website was very user-friendly as well. So far, their reps have handled our interactions really well. They could answer our questions, help set up the appointment, told us who everything was through, and took care of us very quickly. They were very friendly, too. Other than that, the techs they sent out resolved our issues on the first visit and the repairs they've done were good quality.
I opened a claim for a leaky tub with this company 8 months ago. They sent a contractor, Direct Connect Plumbing, who damaged the tub by poking a hole in it. I then spent the next 4 months going back and forth between American Home Shield and Direct Connect Plumbing. Both companies denied responsibility and put it on the other company. I finally had enough and decided I was going to contact a lawyer for a civil lawsuit.First American decided that was the breaking point and contacted their legal department who motivated Direct Connect Plumbing to patch the tub. The tub however still has the original issue of leaking. So I was assigned a claims evaluation rep by the name of Carlotta ** to handle the issue. I attempted to contact her several times to schedule a fix for the tub, but alas she does not answer her phone or return voicemails.I was luck enough to get a hold of one of her supervisors who is a personal friend of hers in November 2017. That supervisor told me Carlotta is aware that I have been calling and will call me back since she is busy with another customer. 2 months pass by and I call Carlotta every day, but she does not answer, nor does she return my daily voicemails. The company says she is the only rep that can handle the issue since it went through the legal department. I called again today and spoke with a Brandon **, another supervisor who told me Carlotta was in yesterday and he does not know why she is not answering. So basically this company took my $75.00 and didn't fix anything at all. Apparently there is no oversight on employees and I have to file a civil lawsuit for them breaching their own contract all because they cannot manage an employee. Very unprofessional.
Would not recommend First American Home Warranty. Bought a house one year ago and the warranty came with the purchase of the home. Over the course of one year (as I was getting familiar with the home) I submitted claims for broken shower head, faucet, heater, ceiling fan, hot water heater. The first two claims were handled okay; but the first heater guy they sent out clearly was not interested in diagnosing the problem; second guy was much better. The ceiling fan was a total fiasco. Turns out First American would not replace the fan, but would fix the wobbling; the contractor came out Five Times and could not fix it. Finally he said, I need a new fan, so I bought one, when he came back; he said it was not the right size; so I said can you get the "right fan" and I'll pay for it. He never came back to install it. The Hot Water heater makes a really loud boom; I called First American; they sent someone out and he said; the loud boom is not a safety issue (the manufacturer disagrees!!). When I called First American, they said; "we don't cover noise." I guess I need to wait to the gas water heater explodes? What a terrible company. In summary: 1/2 of the contractors they sent out were good; the other half were terrible and clearly don't care. I would cannot recommend First American. Note: When I decided to not renew; I got a pushy sales call from them; telling me how much value I got from my home warranty; and that "sometimes contractors have a bad day." They clearly don't understand the main issue; their contractors often don't care unless they can fix the problem immediately; they are not interested in doing a complete diagnostic, and thus waste your time and money; and time being more valuable than money in my case.
My agent has recommended First American in the past, and has always found them to be a good company to deal with. When submitting a claim, reps are very friendly. The technician was able to evaluate that the electrical issue that I had will need more expensive work that wouldn’t be covered. He was in and out relatively quick.I would recommend First American. I’m glad that I re-upped with them because living in an older place, I plan on probably using these guys pretty soon for snaking pipes and things like that. They seem to be quick on responding and wanting to get my problem resolved. Also, if they say they’re going to call back, they will. I’ve only had to call them a couple of times. It’s a good comfort to know that the service is available should I have any other issues covered under my warranty.
When I submit a claim to First American, it's an easy process. I call in and the reps that I speak to are very polite, compassionate and caring concerning the situation. The contractor that came out was very experienced and replaced the garbage disposal. He had been a plumber and I was trying to see if he could fix the leak around the base of the sink. But he said that wasn’t something that falls into that category, and that I would have to call a cabinet maker because the seal around the sink tub needs re-caulking. But he did a beautiful job in coming quickly and putting in a new garbage disposal. With First American, I have excellent feedback and support when I call in and I would recommend it to anybody that needs to have a home warranty company.
First American chose a company to do the initial service inspection that didn’t give a full report. Then they had a different company come out to verify the repair would be covered. Both companies confirmed it should be a warranty repair. I am now waiting for parts over a week after I placed the service call. Every time I call I get the runaround and no one has answers. If they pick the repair company, I as a consumer shouldn’t be penalized for an incomplete repair and forced to wait 5 more days for the repair. They also don’t let the repair Contactor use their own parts. First American's purchasing department must approve the parts, order, and then ship them to the contractor. One of the worst customer service experiences I’ve ever had and I can’t get anyone on the line to answer any questions.
This company forces their clients to cash out. We had our heater go out two months after purchasing our home. We called and filed a claim as it looked like most of the unit would be covered. When the contractor got there we were told our heater was such an old unit that it was connected to our AC and thus the AC would not work as well (they do not make units like ours anymore). It went out a few days after Christmas so it was freezing and we did not even think to check the AC unit. Since this was a very outdated system we were also told when they replace the air handler unit that our AC unit will no longer be compatible. First American Home Warranty refused to give me a invoice with the uncovered charges. I asked to speak with a supervisor and never got a phone call. We then found out that because the AC unit was "not broken" just not working because the heater was broken it would not be covered for replacement. So we would have to replace the AC unit if they replaced our heater. We have been without heat for almost two months now and they refuse to budge on sending us a contract as well as a invoice for the uncovered costs. They have called and emailed daily to ask us to cash out, which we obviously did not want to do. The original contractor quoted 10-13k in uncovered costs and First American Home Warranty is trying to cut a check for 660 because they get everything at cost. I wish I never picked this home warranty company. They do not care about their customers and are unprofessional in every way. STAY AWAY.
The experiences with this company are worse than the dmv but they do save homeowners money. I absolutely HATE the automated phone system because you have to answer all the prompts one by one and then when the rep finally gets on the phone, he or she will ask all of the same questions!!! Why do you torture us? The techs that come hardly speak English so don't expect that. They will smell like cigarettes and BO but they do know the major brands and what their frequent problems are so they do take care the problems. It may take a few days to finish the job because they have to order the parts and wait for them to arrive so don't get frustrated, even if it means you won't have a fridge for a week. It's not their fault. One thing potential customers should known is that if they have to replace something, they will do so with a cheaper product. Don't expect to get the same price item.
I've had insurance with First American for 10 years and every year, it just gets worse and worse. I just had submitted a claim and I've never had a worse experience. Their claims representative is rude. Before you could even finish telling them what the problem is, they say to you, "Oh, that's not covered." I had a problem with my garage door. They sent someone out and I just worked it out with him on my own. I know the guy just has a contract with the company, but he couldn't have been nicer. Of course, it wasn't covered, even though my contract shows that it should have been covered. The technician said he didn't have a choice. They told him it wasn't covered. So, I paid the $75 deductible to First American because I did call them and I had to pay him a little bit extra to fix the problem. The next time, I will just call that place directly and I’ll bypass the insurance. Why waste my money on the premiums and throw $75 out the door?
JOKE Of a so-called company! Have had for 5 years! Every time I have a claim, it is the biggest headache! No professionalism whatsoever! Need my dryer fixed day 3 no phone call from repairman NOR from FAHW. Is this company even in the US??? Every time I call I get to speak with someone I can’t even understand! Then get left on hold with no intention of rectifying anything! Better Business Bureau SHOULD shut you down! Not 1 more year with FAHW for me!!!
We bought an older home so we bought a home warranty. I tried to go in online for First American HB Protection's website and it wasn't very user-friendly. I just couldn't get logged in. So I ended up calling them and I just made the claim over the phone. It just went through the automated and got into someone within a couple of minutes. They used a local contractor there in our hometown and it went fine. I called on Tuesday morning and they had someone out Thursday. They fixed it the same day. So other than the online process the company's been great. This is the second claim we've made with them since we've had them and they've been great.
Bought premier coverage. I requested a plumber to find out why my tub was leaking water. Plumber found a broken drain line which is in my slab and gave an estimate of 4500.00 to repair. I paid him the $75.00 service fee. This all took him 30 minutes. Reading my policy and I understand from the policy that there is an aggregate on plumbing leaks encased in slab. They pay a max of 500.00 in this situation. American Home called and offered a $375.00 payout. I asked why not the full 500.00. Answer... my service fee I gave the plumber “check made out to Plumbing company” actually goes to American Home??? My aggregate is not the full 500.00 because I have to pay plumber. WHAT!!!???
As I'm writing this I've been on hold for 59 minutes to discuss a claim that two different plumbers have come to my house four different times to fix. Now the home warranty company wants to me to pay an additional $175 out of pocket (already paid $75 deductible) to replace the toilet because the bowl needs to be replaced but they won't pay for the other parts that must be replaced with it.
You’ll never know when things are going to mess up and then you don’t have the money right away. I wanted to be prepared in case something happened. With First American HB Protection, you can submit a claim online or just call. I do it over the phone and it’s practically easy. But I had a problem with one of the contractors that said they were going to go and didn’t. Then they said the next day but they still didn’t go and I was missing work. The rest of the contractors have been fine though.I’m also a little disappointed right now. They couldn’t find the dishwasher to fit on my counters with my previous claim. I would have had to do some arrangements for my counters before they can put anything there but I didn’t have the money to do those repairs. They gave the option to cash-out and there was nothing I could do so I did that. But then I also wanted to upgrade the coverage and they told me I could until the end of the year. When I opened that this year with them they told me I could pay the whole year and save a little bit of money. If I decide to cancel the coverage, they would give me the months that I didn’t use and I could cancel it. When I wanted to cancel, they asked me why and told me that they needed the cancellation on writing. I did that and they said they received it. I spoke with Joseph and he said I would receive my check for the difference in 7 to 10 days. That was more than a month ago so I called to see what was going on and they said they couldn’t cancel it because I did a cash-out. They didn’t even tell me that in the beginning. But what I’m mad about is that they didn’t call or email me. They didn’t get back to me to say they were not going to do this. They waited a month until I called back and it takes them forever on the phone. They wasted my time. Putting a claim in is easy but when you call to find out about existing claims or things like that, you always stay on the phone for more than an hour. It’s been very frustrating that I’m thinking of cancelling the other insurance that I have with them for my other house too.
The house I bought was an older house. It had a pool and a lot of stuff on it that could get old. I bought the warranty to cover the fact that I wasn’t buying a lemon instead. There were a couple of home warranties that were offered to me and I didn't get any phone calls back from the first couple. I got a response back from First American, so I went with them. It was a cheaper rate and they had more coverage.The interactions with the claims reps have been in a professional manner, but there have been mixed feelings about submitting a claim. There have been a couple of things which seem to be complicated. There's something short of communication in what needs to be fixed or understanding what the problem is. It could be because I'm Australian and I'm talking to somebody who doesn’t understand what I'm talking about.There was an electrical problem on my well pump, but they wanted to send a plumber out. And, I said, "I don't need a plumber. I need a well person, someone that will work with electrical as well as the well. It's not a plumbing problem." So, I went for a day or so waiting for a plumber to come, and then I finally rang a well person myself. But because the warranty didn't deal with people who are local to me, I had to wait for them to get someone from miles away to visit me. In the end, they sent that guy to me. We could have gotten the job done quicker by ringing the person myself and getting him to come to do the job. There was one time a plumber came out, and it was the same story. They sent a plumber instead of sending the septic people. At that point, the plumber just said, "No, you need a septic guy," so First American had to send out two contractors instead of just one. The negative thing about that is that contractor went on and had to do some extra work that needed to be done. The warranty wasn’t going to pay for that and when I got the bill, it was more than what they quoted. Having this insurance has saved me money and probably not.A few of those negative things made me think about looking at some other companies to see how they're run. There were a couple of times I got a bit annoyed with what was going on. My family had to shower and go to the bathroom with a bucket in the backyard because when the well didn't work, we couldn't use water. We couldn't flush the toilet, we couldn't have a shower, we couldn't do anything. We were lucky we had a rent house that was open at that time. We could shower there. But it took a long time for that well and septic person to get to their job.Other people that have come to do the job have all been knowledgeable and have done the work to satisfactory requirements. First American could get a few more contractors on board so they could have more of reliability for them to get somebody to the job. I had to wait for a few days for Sears to come and fix the fridge. But when they got there, they couldn’t fix the fridge. First American had to get someone else, and he turned up the next day.
We made a home purchase and we wanted to make sure that we'd be covered if anything went wrong. Submitting a claim to First American is seamless, though doing it over the phone is also fairly easy to do. The techs have come out five times in the last three years. We've been having the worst appliance technicians, though we have one or two good ones. However, the diagnostics we've been getting have been 50% accurate and 50% not accurate. For example, we had a leak coming from our AC unit. We had one provider come in that stated it was a certain issue and then a different provider came in with a different diagnostic. We ended up paying the one that had a different diagnostic $900 because of "things to upgrade" unto the code, of which we were never given better ample time to digest what the change was going to be. They couldn't reconcile the differences. We also had a plumbing drain issue. Because the shower could not drain the way it was constructed, the fitting sampler was fairly tight. The technician that was sent out to do it couldn't unclog the drain without going underneath the house. It'd a big waste of money if they were not going to clear the drains because of the thickness. I also wish the delivery time would be better.
Mostly submitting a claim with First American is not very complicated. You just file your claim online but I have had a couple of situations, especially most recently, where the company who was coming out to do the work says that they didn’t have all the information about what they were supposed to be doing when they came, when I specifically put it all in the request. Then they told me that they didn’t get any of that information and it all has to be from me directly, which has not been the case previously. So you never quite know how the contractor is going to work out. They are good about getting someone lined up and sometimes they’re not good at all. You just never quite know what will happen. This last the contractor was just rude. I haven’t had an opportunity to call and talk to the warranty company about him. It has been a few weeks and then I had one particular pool company that was just unresponsive. But for the most part they’ve been decent. I’ve gotten my money’s worth out of the deal so I went ahead and renewed.
We have been without a dishwasher since November. The above company has sent unqualified technicians to take a look at it. Have kept us in the dark as far as communication and status on the original claim AND have refused to pay for a dishwasher that under the terms of the coverage SHOULD be replaced. They are unprofessional, offer sub-par customer service and has shown no value towards the $800 I pay a year for coverage, they seem to be a scam.
We had plumbing repairs on our new house and we were very happy with the way our ordeal was handled. We had to do this before we received our policy in the mail. First Am reimbursed us the part of repairs that are covered in our policy. With all the expenses of a new home we really appreciate this. Thank you First American Home Warranty.
My home's getting older and things start breaking. I’ve had a home warranty on my personal house for three years now and the repairs have exceeded almost $10,000. First American is a little slow in getting things done though. But all home warranty companies have their discount and they use contractors that aren’t always the quickest to move. Everything also has to get approved through the home warranty company after the contractors come out to assess the situation. So with any of the home warranty companies, things don't get done like tomorrow. That’s the only downside. I had a recent repair done on my house when the tank of my water heater unfortunately went out two days before New Year’s. Up until last week we were taking a bath with boiled water on the stove so I was really irritated it took that long to get that fixed. The contractor was full of shenanigans. I called my rep and told her it needed to stop. She took care of it and got it done. The plumber replaced that hot water heater for me and that was a $1,800 hot water heater. But the plumber said the unit has to have straps and they had to change out some piping and exhaust systems to meet the new codes. Modifications are not covered under the home warranty and I could either pay that contractor or hire my own. I wanted my water heater so I gave him the $470. But I knew perfectly well that there were no modifications required. My water heater was installed by Noritz themselves in 2005 and I knew everything was to code. It didn’t need straps either because it was bolted to the wall. The plumber was just trying to basically steal $470. I asked my rep to send me the list of modifications. But I also took pictures of the water heater before they moved it and after they put the new one in. No modifications whatsoever were done. So my rep is now out there collecting the $470 back off the contractor to give it back to me.Two months ago one of my chlorinators went out and the contractor came out. I walked away for five minutes and when I came back, he said it was all working again. I asked what was wrong and he said it was just a loose wire. But last week, my chlorinator went out again. I opened up the panel to check if that loose wire is loose again but nothing was loose. What he had done was he pulled out the 20 amp fuse and he wrapped a piece of hairline wire around it to connect both posts and stuck it back in. The circuit board is not covered under the home warranty. Only the cell is and he was lucky he didn’t burn out my whole circuit board. He could have cost me a thousand-dollar repair out of my pocket. I’ve actually turned that fuse over to my rep to let them know that their contractor has got his head up his butt. That’s the quality of the people they’re hiring and I’m not happy about that but they're learning.I had the same problem with their contractors for pools and my claim took three months to get fixed because their pool contractor is a plumber, not a pool contractor. They came out and replumbed a two-inch line instead of one and a half. That over-pressurized the system and blew out the filter tank and the back flow valves. I contacted my rep and they let me hire my own pool contractor. It cost them $1,100 for him to go back out and fix all the damage. The only problem with home warranty companies is they shop and try to get the cheapest deal but they’re not getting the greatest contractors unfortunately. That pool contractor who fixed the issues used to do First American HB Protection work. That was how I met him and he was an excellent pool guy. This next guy came in and underbid him, and he lost his contract. But now First American is finding out who is going to cost them more money. They would probably go back to professional pool services because you can’t have a general plumber work on a pool. They don’t understand what all those valves do.In the case of First American HB Protection, they pay their contractor $250 to come out and if he can determine that the issue is not covered under the home warranty, they would there 10 minutes and collect their $250 then they’re out of there. I don’t put in a claim unless it’s legitimate and if it’s not covered under the home warranty, I would understand but contractors try to find a way to say it’s not covered so they can get that $250 and be gone really quick. But they’re fighting me and I don’t back down. The rep is the key person at First American HB Protection. If they didn’t have a good rep who would back up their policies and fight their company to get things done then they would have a major problem. I’ve heard that in other areas, the reps aren’t as good but we have a very good rep. I give him 15 home warranty plans a year through my sales. I’m a real estate broker and I've been doing this for 39 years. I use First American HB Protection for my personal home, my rentals and all my clients.I tell people whether their home is brand new or old, there would be issues with it. I sold a property a couple of years ago and the contractors never hooked the water line up to the kitchen. And when you’re buying a resale, you use appliances differently than the previous owner did and they could break tomorrow because of that. This happens quite often. I also tell all my sellers they need a home warranty because we’re liable and I don’t want them or me getting a call in the first 12 months. The clients are going to call me and they’re going to have me try to track my sellers down. I’ve only paid for one home warranty in my life and that was in 1988 when they first came out. The seller wouldn’t pay for the warranty and the buyer wouldn’t pay for it. The buyer never lived in a cold area where it freezes and they went on a two-month vacation without winterizing the house. They were unaware they were on septic and the system froze in the attic and thawed for two weeks. The pump was running 24/7 for two weeks and it finally burned out. The house and all their personal belongings were destroyed. Back then, the home warranties didn’t have any limit and they got their house rebuilt for $35. That was the best $350 I ever spent. So when my clients say they don't want to pay for home warranty, I tell them that story. That’s the risk they would be taking and they always buy it.
I heard First American from my real estate agent when I bought my house and she recommended this one only. I did not look around at others because I have known her for a long time, so I just take her judgment. I submitted a claim online. The first one had something to do with the plumbing like something was stuffed up and the actual plumber just called me and scheduled an appointment. The other one was our water heater. The technicians were fine, they were there when they said they would and they took care of the problem. Although the water heater wasn’t fixed at first. They had to kind of like figure out if they were going to order a part or not and then they didn’t know if they were going to order a part or if they were going to have to replace the water heater. They eventually figured out that they could get the parts, it was something that off the cost. Like, new water heater versus that part, if it was worth it or not. So, they figured out that they could just do the part. And it has been fine ever since. But recently my pipe got stuck up. And they send somebody out like first thing in the morning. And it has gotten really cold here and so the pipes, like the grease and stuff had frozen or whatever. So, they just came and flushed the pipes, or whatever they do, the snake thing, and it was fine. My real estate agent just gave me the paperwork and we put it as an agreement when I bought the house that the sellers paid for a year of it. So, I mean, I just set it up in my name but I never had to talk to anybody. The online claim system was very easy to use. I did do a claim because my garbage disposal was not working. Normally, I YouTube everything to see if I can fix it or what is going on. And apparently, on the bottom of the garbage disposal, there’s like a little screw thing, and there’s this little wrench that you can buy at Lowe’s or Home Depot. And if your garbage disposals like the blades aren’t moving, but you can hear the motor. You have to go get this little screw thing, and like get the wrench, and like jiggle the bottom of that little screw. And basically, it makes the blades not caught up anymore or whatever it is. So, the only thing that’s frustrated me and I don’t think this is even the warranty company, but when the plumbing company talked to me, I told them what the problem was. They sent somebody out. It’s a $75 fee to have somebody come out and I could have easily fixed that myself.
First American was recommended by our realtor when we bought our home. She gave the suggestion since it was an older home that it was wise to do. I've called and also submitted claims online. If it's something simple then I do it online, but if I need some sort of explaining then I talk to somebody. I've had a run of experiences from pretty horrible to super great, but mostly it was good. The bad one is we had a problem with our stove. It kept getting delayed and delayed, plus the woman who took over for our claim was really rude. I called and spoke with somebody about it.When they finally got a replacement for my stove, they sent somebody out and he didn’t know how to do his job. He took the stove back and they didn’t release it to me again, so they had to cash me out for the stove. The stove thing was a total fiasco, but other than that people have been very helpful. I've had mostly good subcontractors, too. Usually they know what they're talking about and I'm satisfied with their work. I would recommend having a home warranty and I'm glad I have First American.
My wife signed us up for First American and I call their number to submit a claim. It's super user-friendly which makes submitting a claim easier, especially when I don't have the policy number. We just had our water heater serviced and we were able to do it in a pretty timely manner. The pilot light was going out and it wasn't staying lit. The technician came out, lit it, and told us to call them back if it goes out again and they will come back. That actually happened and they were extremely courteous and apologetic and helped us get a solution for it.
First American was part of our original purchase of the home. When submitting a claim, I call them and they take my contact info and ask me a few questions to figure out what’s going on, and get me to the right type of vendor. Then they give me the vendor's information and let me know that I’ll be contacted within the day. They’d schedule to come out and at that time, they collect the service fee. The contractors they send out are professional and quick. I’ve never had a problem with their work so it’s nice that I don’t have to go through all the trouble of trying to find somebody.
When I bought my house, my realtor got us a contract with American Home Shield. And when that expired, I did a research who had better deals and came across First American Home Warranty during my search and I went with them. Submitting a claim to them has been really easy. I do it online and usually, it takes no problem at all, and whoever they send the claim to is usually good about calling within the next 24 hours to set something up. Their site was super user-friendly and their technicians have all been well-trained, knowledgeable and helpful, with a very good quality of work.One of the reasons that we use First American Home Warranty is because we keep paying the monthly fees for the big-ticket items that we feel like going to be replaced such as our hot water heater and things like that. So even for $75 a claim I could just call a plumber and have them come up with the same price, but we keep it up for the day the dishwasher goes or the day the hot water heater goes. And they always offer us to replace the base model, and if we want to get a higher model, we just pay for the extra, which is a nice option.Having a First American Home Warranty is really good for peace of mind for those big-ticket items. Although I did have one negative thing that they did do. We told them we had a freezer in the garage and we added the extra freezer in the garage claim to it. And when our freezer crapped out, they refused to do anything about it because the damage to the freezer didn't fit in the very tight parameters of things they would do to fix our freezer. Had it been just like, "Sorry, it's not included", that would have been a different story. But because we went and added it and we were paying for it, it was frustrating.
When I bought my house we have the sellers get us a home warranty for the first year. They picked First American and I just stayed with them after that. I hadn't actually needed them until this year so I've been debating whether or not to keep them because I've been paying on it for three years. But then I've needed them a couple of times already.The process of submitting a claim is simple. You just go online and enter what you're having a problem with. And then they assign it to someone. Then those people call me and schedule a time to come take care of it. The technicians come and they knew exactly what they're doing. The stuff they fixed still works. If you don't have a lot of older appliances it may not be worth it because you're going to spend over $600 a year paying for it. I've got probably $1800 invested and I doubt that I've spent $1800 in stuff. But I had a hot water heater go out this year so I caught up.
When we bought our house, it came with the warranty from First American and we decided to renew it afterwards. It's been easy to submit a claim with them. It's simple to go online and be able to just put in what we need. Then it tells me exactly who they're going to contact and I really like that. Their website is extremely user-friendly and self-explanatory. But it would help out a little bit more if they had a description of issues that the customers could click instead of trying to explain them. Aside from that, the technicians who came out have been great and everyone has been super friendly and professional. They answered any questions that we had and they gave us ideas on how to prevent further issues. If they could see something that might happen, they'd tell us what to do to prevent that from happening. So, it's been amazing. The work they've done were of excellent quality, too. So far, everything's been done in a timely manner and I haven't had any issues with First American. Having them has also been convenient for us. Being a military family, my husband's not always here, so it's super helpful for me to be able to go online and not have to deal with anything.
My experience is neutral, it’s not good or bad, but I’m thinking about not using First American Home Buyers Protection anymore. When we bought the house, they had this warranty and then we just took it and continued on. In submitting a claim, I just go online to set up and they will get a contractor to call you to set up a time to come do the repair. Contractors have been fine and they were able to complete the work. However, I did have one incident where I head a noise, and I reported the situation, and they came here and they said nothing is wrong. They didn’t even do any work, but they still charged money. But the rest of the time, they are fine. I making the decision not the renew this year though as I had an emergency where I got a flood in my basement, and nobody was able to send anybody to help. I was satisfied until the most recent incident.
My parents have had First American for about eight years and that's how I learned about them. When we submit a claim it was quite easy. They are friendly and prompt. Also both contractors were very kind, very professional, very clean and courteous in regards to the house and coming in with their shoes off. They were quick and efficient. We're very pleased with the service. I'm very pleased with everything that they offer.
I made a claim for a plumber and waited 2 business days to hear from a contractor to schedule service. When I did not receive a call, I called First American Home Warranty. They informed me that they could not find a contractor in that area (there are many plumbers in the area). I was also told that if they could not find one, I would have to find a plumber and pay them up front and wait 7 to 10 business days to be reimbursed by First American Home Warranty. They said they would continue to try and find a plumber, but they could not call me back and let me know, that I would need to call them back and keep checking. All of this is unacceptable. I don't know why I switched from Choice Home Warranty and went with First American... I never had any problems with Choice Home Warranty. Guess I will be going back to them.
My hot water heater started leaking and First American sent a plumber. He said all the existing parts needed to be replaced or they wouldn't warrant the job even though they had been working fine. First Am said replacement of parts was "modification" which they didn't cover. The plumber charged $400 for parts that I had purchased at Lowe's for $72.00. I believe the plumber and First Am work together in this scam. First Am allows the plumber to make a killing on parts and keeps the charge for labor lower to First Am. Very disappointed after 8 years with the company. I switched insurance companies.
I was told that just the mere fact that you pick up the phone to call them will cost you $75. The supposed plumber that was sent to my house from 47 miles on a hot day, walked in looked at my toilet and asked me where the clean out was located. Being a new home owner I had no idea, so he said oh well I can't help you unclog your toilet because I am not allowed to remove the toilet from the base. He then proceeded to leave and I asked him where is the clean out usually located and what does it look like. He said they are located in different locations and it's hard to explain what it looks like. He then left my premises.
We immediately called First American to say, hey this guy didn't attempt to help. We were told they would investigate and get back to us. A week later we were told they would not send anyone else out.
We called another plumber and he looked at the toilet and then looked in our closet (next to the bathroom) to access the clean out.
We received a $75 Bill and was informed the mere fact that we picked up the phone to call generated the bill not the service we requested. What a friggin joke!
Oh, do i have to give them at least one star! Zero stars would be better. We have an expensive Casablanca ceiling fan in our new-to-us townhouse in Carlsbad, California. We made a claim and the repair person was sent out. I couldn't find the remote control! Egads... He was very kind and said he'd come back after we found the remote. We couldn't find it, so purchased another. A different repair person came and said that the 'receiver' was broken and it would be difficult to find a new one. My husband found the part, but now the repair people are telling us that the part may not work so they've told First American to cash us out. Both guys from the repair company said the fan was $400 to $500 new and American Home wants to cash us out for $100! What! The remote control itself was $100!
I am an insurance claims adjuster for nearly 30 years. our job is to find coverage for claims. It seems that this company has a policy to deny and not cover things - we had a similar issue with our stove.
We have this policy for several homes that we own, and we're cancelling all the policies. I'm on hold for 20 minutes now and my husband has spent loads of time trying to get this sorted out with them.
Customer NO SERVICE should be their by-line.