First American Home Warranty

Customer service

Customer service, reliability and technicians used

My central air went out on Friday and I…

My central air went out on Friday and I notified First American Home Warranty. Temperature here has been running around 90° every day. It took five days before someone come out to fix my AC. It’s hard for an 80 year-old with no AC.

Can I rate 0 stars

Can I rate 0 stars? Unfortunately, that wasn't an option. I am looking for a new home warranty after this last experience. Last service request 2 years ago took over 8 weeks to fix, and all I needed was a new control module for my oven! This time, my family of four is without a working toilet going on almost a week, definitely a health and safety issue! Submitted the request online as an emergency with no contact back from 1st American on a Friday morning. Called back the next day because the emergency still hadn't been assigned to a contractor. They escalated my emergency and told me Dispatch or the contractor would call me that day. No call all day so I called 1st American towards the end of the day. That person put me on an "after hours" emergency list because they explained the regular emergency list wouldn't be handled until Monday but the after-hours emergency list includes weekends and after hours. ISN'T AN EMERGENCY AN EMERGENCY THAT SHOULD BE HANDLED IMMEDIATELY? Rep told me someone would call me either that evening or the next day. NO ONE CALLED! I received an email Monday morning that my issue was assigned to a contractor and that the contractor would "call to set up a time that works for us and the contractor". They did not call me, instead I received an email telling me what my appointment date and time will be. This contractor is more than 3 hours away when I live only an hour away from a major metropolitan area. Does 1st American not have a good network of contractors where they have to get someone from 3 hours away to answer the call? Called the contractor and left a voicemail to confirm the appointment time and they never called back. Called 1st American to have them confirm the contractors scheduled appointment because last time we submitted a service requested the contractor was a no call/no show. We can't afford to take time off work for a contractor that decides he doesn't want to drive 3 hours for a service call. My suggestion, DO NOT get a home warranty through this company! They do not care about their customers, and every agent had the same stupid script of "I understand your frustration", "sorry to hear that". In addition, I just checked the status of my request and it shows their Dispatch created the job on 7/27 at 8:47am, almost 2 full days after my original request was submitted and after multiple calls to their company. UPDATE 8/3-per First American's comment below, I provided the information they requested. Almost a week later and.....no follow-upbfrom the company. Plumber showed up after the 3pm-7pm scheduled time and couldn't fix the issue after using an auger. He said he couldn't proceed with completing the work until he received ANOTHER authorization from First American to try something different and it would be at least another few days before he could come back. My husband ended up fixing it himself as he has a serious medical issue that requires a working bathroom. So I'm out the $95 service call fee for them to have done nothing. Buyer beware!!

Service

Service. Timing. The work that was done and the way it was done.

This is the second time I’ve had a…

This is the second time I’ve had a claim at my two properties these past few months and have had trouble with a vendor. One could not come out for almost a week to fix my AC and the other time I had to find my own vendor to fix my fridge.

I had a vent hood go out and called to…

I had a vent hood go out and called to place a claim. First came an electrician who said it had electricity. DUH!! Then came the appliance guy who said that it needed to be replaced because it can't be fixed. First American orders a new hood. The new hood finally arrives and the installers can't install the unit because it didn't come with a wall plug - it needs to be hardwired. Now I have to pay to have an electrician come out and hardwire the unit. They had told me they would pay for the installation. Guess hooking it up to electricity is not a part of the installation. Be very careful when they are ordering the parts for repair to make sure everything is included. It has taken over 3 weeks and 10 hours on the phone trying to get this vent hood.

Very dissatisfied with customer service…

Very dissatisfied with customer service team. I still do not have access to log into my account after being on 4 different phone calls over an hour. And they dont care about me as a customer. Looking for a new company.

First American Home Warranty

First American is a good warranty company. They took care of my needs. The only down fall i have with them is they are slow taking care of things.

Great company to keep costs reasonable

Website makes claim filing easy and the fee easy to pay. Claim status is also available. Appointment information sent via Text and Email too is a Plus

Three different people i talked to with…

Three different people i talked to with first america. The lady I signed up with, the lady I set the appointment with and now the customer service rep after the tech was here and all three told me the same thing... i just bought the house and was getting it rekeyed...they told me the locks had to be working and accessible. Never once did they say I had to have the key. When I moved in I only got the key to the front door.. mind you each call takes about 30 min to be able tontalk to a real person. The lock smith came out and changed the key to one lock and said it would be $50 for each addition lock. They never said anything about having to have they original key until the locksmith said it and was gone... apparently its in the fine print of the contract that no one said anything a out till after the fact. They want your money but only want to do the bare min

Repair Tech was very knowledgeable and…

Repair Tech was very knowledgeable and was very informative and explained the repair process in very simple terms, he is a keeper

I'm very happy with the work United A/C…

I'm very happy with the work United A/C did. The employees were very efficient and friendly.

Easy process from FAHW

Easy process from FAHW. Timely. Service tech was very knowledgeable and dedicated to fixing issue. Resolved in no time. Very professional.

No fuss at all repair

Giving a good review because the…

Giving a good review because the problem was diagnosed and parts were ordered in a timing fashion. Within three days my AC was fixed.

Volunteer Heating and cooling came out…

Volunteer Heating and cooling came out to look at my h/vac unit. I was told that it needed to be replaced. Clark (owner of the company) put a new condenser. Fixed! No charge! Thanks Clark

I’ve always been treated with respect…

I’ve always been treated with respect and kindness and they take good care of us!

Very Disappointing Experience With First American Home Warranty

I have been a First American Home Warranty customer, and my recent experience with an air-conditioning claim has left me extremely disappointed in both the company and the contractor it sent to my home. My air conditioner stopped working during the summer. I filed a claim and relied on First American to send a qualified contractor to properly diagnose the problem. Instead, I received conflicting information about what was wrong with my system, including being told that it needed cleaning and discussing replacement of the system at a cost of approximately $12,000. First American ultimately denied my claim, citing routine maintenance, and then excluded the affected HVAC equipment from future coverage until I could prove that I had repaired or replaced it. Rather than continue fighting the denial, I hired my own HVAC contractor. That contractor was able to service the system, add R-22 refrigerant, clear the drain, and get my air conditioning working. My total cost was $825. What makes this experience especially frustrating is that I purchased a home warranty specifically so that when a covered system fails, I can rely on the warranty company to provide competent service and fairly evaluate the claim. Instead, I spent considerable time dealing with repeated service calls, conflicting diagnoses, claim denials, and an exclusion from coverage. In the end, I had to find and pay my own contractor to get the problem resolved. I am no longer fighting First American over this claim. However, I strongly disagree with how it was handled, and I have serious concerns about the quality and accuracy of the service provided by the contractor First American selected. My advice to homeowners considering First American is simple: read your contract carefully, keep copies of every diagnosis and denial, document every conversation, and do not hesitate to obtain an independent HVAC evaluation when something does not make sense. A home warranty should provide peace of mind when something goes wrong. This experience provided me with exactly the opposite.

Satisfied customer

This company is always quick to respond to my call for help. I’ve always been satisfied with the service people they send to take care of the problem.

They understand the need for the repair…

They understand the need for the repair of our appliances.