First American Home Buyers Protection (First American Home Warranty)

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Sachin of Fremont, CA October 21, 2009

I had filed a claim stating that furnace pan at my home is rusted and wanted to replace the rusted pan. I asked the customer rep whether this work is covered. I was told that this work is definitely covered. When home warranty company sent the person to check the furnace, I was required to pay the 60 upfront which I did. The person looked at the furnace and said that he would let the warranty company know how much work is required and would give me a call 2 days later to let me know about that. He then left. I did not receive the call after 2 days. Then next day I called the First American home warranty and enquired about it. The customer rep told me that she would get back to me in 2 days (again!) with more information.

WHen I did not receive the call back (again!) after another two days, I called back the warranty company on what is going on. I was told that claim has been denied because company won't cover the repair. I told the customer rep the whole story but she was adamant that claim has been denied. She then put me on to her supervisor (Chad). He told me the same thing. When I told him that initially when I filed the claim I was told that this work will be covered he said there is no note for that. And Chad told me that claim was that heating is not working, which I had never said because heating is working. I asked for money back (60) and I was bluntly refused. I believe that this company is running a scam of getting money from customers by visiting them and then saying that this work is not covered. I need help to get my money back and then I would shift to other warranty company.

Eric of LA, CA October 19, 2009

Be Aware!!! When you call First American Home Warranty, before customer service picks up the call, the recording talk about “Service, Value, and Integrity”. Well let me tell you, I have been a client since 2003 and only recently when I called to make a claim my experience was NOTHING LIKE “Service, Value, and Integrity” they talk about. So if this is the ways they will treat a 7 year old client, I wonder how will the NEW client bee traded? Be Aware!!!

Cesar of Lake Forest, CA October 1, 2009

This is a problem with my HVAC... It was not cooling below 80 degree during summer time, and so I called the First American, the home warranty company. They sent a first technician (Solaris), who tried to fix the problem the best he could... but ended recommending a replace to since it was not cooling enough. First American called on another tech (A&P), who said... that YES, it should not go below 80 if its 95 outside.. Does it sound normal to you? If its you home, would you be satisfied with a 15 degree split? So, I called FirstAmerican again, and they sent a third tech (Dunn-Rite), who in the report given to me, clearly said that "unit may need replacement due to low efficiency" However, FirstAM called me and said that Dunn Rites admin person said that everything was normal.

I sent them the report that the Dunn-Rite tech gave me, so they again decided to have a fourth tech look into it. The fourth tech was a new person from Solaris, and he came in after Summer is over. Its not hot anymore, and the problem does not show up on a cool day since the unit is not working as hard compared to a hot day. He knew about this problem, but he needed to report what happened on that day. He recommended that I call FirstAm again to reschedule. By this time, FirstAm said that they will not send any more techs since 3 techs already said it was normal. When in fact 2 techs (solaris and dunn-right) said it needed replacement. And the guy from A&P said that it will not cool down below 80 degree, if its 95 outside... FirstAmerican just don't want to change the unit... when shopping for a home warranty, look somewhere else. FirstAm is not worth the troubles.

Shiri of Atlanta, GA June 2, 2009

Following the purchase of our home in March 2009 we realized we had a problem with our existing range hood. The first contractor sent by First American requested that the company purchase a new hood and provided them with the specification for it. After many telephone calls to customer service, I was finally notified that the company already purchased a Jenn-air range hood, and that they are sorry they did not get my approval. When we discussed this issue on the telephone I was reassured that the appliance fit the contractor’s specifications.

Following the delivery of the appliance to our house, the contractor arrived to install it. However, he called and notified First American that he gave them the wrong specification and that the hood is actually a ductless hood and hence this is a model he cannot install and he left the house. I followed by immediately contacting customer service and mentioned that according to Jenn-Air, this particular model can be converted to a recirculation model and hence you need to make sure the company has a conversion kit before they send another contractor to my house. I was reassured that the conversion kit was ordered!

First American sent contractor number two to find out that you have not ordered a recirculation kit. Moreover, the new duct is wider than the older one, which will require adjustments to the crown molding, which he does not do and according to the company’s customer service they will not pay for. I was never informed about that. The part arrived over the weekend and I contacted the contractor to install it. I explained that we are stressed in time since we will be leaving for a month. He said he will not be able to arrive on Monday but will be there on Tuesday. Of course on Tuesday half an hour before he arrive he notified me that he is late.

Needless to say that in the end he never called and did not show-up. It has been more than two months and I still don’t have a working range hood but sticking electric wires in my kitchen. I had multiple contractors sent by First American, for who I waited for hours and wasted work time. We have now notified the company that we will not be using their services anymore and will be installing the appliance by ourselves.

Joe of Charlotte, NC May 10, 2009

I enrolled in the First American Home Warranty in June of 2008. I had one call for an air conditioner that was not cooling, and they sent a contractor who recharged the line and who found no other problems or maintenance issues with the unit. In January of 2009 we noticed that one of the built-in light fixtures in our kitchen was going through light bulbs at the rate of one per week, but the other three fixtures of the same type on the same circuit were not. We placed a warranty call for electrical service stating exactly what the problem was. We even put in the request that I suspected the light fixture may not be getting proper voltage based on my limited knowledge of electicity. The electrician came to my house and took my trade-fee, then put a meter on the circuit and told me that I am getting improper voltage on the circuit, which is not covered by the warranty. My question was why they even came out if the very words I used in placing the request were enough to know it wasn't covered. On May 3 I placed a service call about a clogged condenser drain line on my A/C, and described in detail what the problem was. A service technician was dispatched and showed up to my property. I was out of town and my wife met him. She said he was very nice, but that he told her clogged condenser drains are not covered by the warranty. Again, they knew everything they needed to know in order to determine it was not going to be covered before they came to the house. If the service tech had called in advance and told me that this was not covered, I would have cancelled the request and been happy with First American for finding a technician who was honest. I may have even paid this contractor to come out anyhow and fix the problem outside of the warranty. My recommendation is for everyone who has a warranty to create a contract that you require the contractor to sign BEFORE they step into your house and BEFORE you pay them the trade fee that states that based upon the description in the request, the repair appears to be able to be covered by the warranty. I'd love for some ambitious attorney to draft such a document for me. I am always going to ask the contractor when they call to schedule the appointment if it is a covered warranty repair, and what might disqualify it once they get here.

Carlos of Northridge, CA February 16, 2009

called company on 02/12/2009 to report that our water heater was not working and hot water was leaking. representative told my wife that contractor will show up the next day. the following day contractor come by and stated that he cannot check heater due to rain and he left.called again company to try to get problem resolved finally on 02/14/2009. around 3.00 pm a contractor show up and stated taht the water heater needed to be replace taht he will fax information to first american.

called first american they did not received work order. today monday 02/16/2009. no call from company or first american. finally after 30 hour waiting on the phone. an agent from first american stated that repirs are no cover, I told the agent that is not what it shows in the contract. this company is a rip off nothing was solved.

Sopan of Cerritos, CA December 6, 2008

My heating system was not working. So I called them. They tell me that because it was not maintained properly, insurance will not cover to fix it. I have cancelled the insurance on 10-16-2008. Is it not possible to require these companies to inspect the appliances etc before they issue the policy? Once they write they must be held responsible to fix.

Ashley of St Louis, MO August 12, 2008

On April 19, 2008 I contacted the warrenty company listed above and filed a claim for my washing machine. The assigned White and Son to the claim. White and son contacted me 5 days later to schedule to look at the washing maching. They came out and advised that it was the soap dispenser that was cracked causing my washer to leak. White and son told me that they would send in their information which was never done. After a week past by I heard nothing so I called White and Son to find out how much longer it was going to take.

I was informed that the item was on back order and manager would call. I contacted them another week later to check status and was given the same information. I called one more time and again was told I was going to get a return call from the manager. No one from White and Son has ever tried to call. In June I contacted First American to see if they could assist in moving this forward when I was told that the part was not covered under the warranty. I then spoke to the supervisor,Noel x3560 who advised that the first report was never sent to First American to notify White and Son that it would not be covered. He advised that he would take care of the claim for the washing machine sinse no one ever notified me that it would not be covered and the tech co assigned acted as if they were going to cover it.

They have proof of this b/c White and Son called in asking First American if they could assist in getting the part. They contacted White and Son who advise they would then order the part. This statement to me seems that White and Son was just leading me on b.c they never ordered the part in the first place. After 3 attempts to contact White and Son so that they could check a status after it was approved with no response the claim was transferred to C&H Appliance. I was contacted the next day after assiged and the tech came out to look at the machine.

The tech then called me the next day to tell me the part was not covered and that is when I informed him of the sup who approved this claim b/c of the length of time that had elapsed. After 3 days of making calls back and forth to the warrenty co the tech was made aware that the claim was going to be covered. I then found out that there was an additional part that was needed that was not covered.

I then spoke to Noel and he approved both parts. It has been three weeks since the inspection and the tech has now been to my house three times and has been sent the wrong part. The tech was at my house this weekend and told me that I could use the machine. He blocked off the section to the container. After trying to use the machine water was not coming through. Another tech came by the next morning and found out that it was the breaker that the other tech came in contact. While operating the machine two hoses blew and damaged some clothing and bedding. I was told that all the parts were ordered to repair the machine.

Courtney of Derby, KS July 3, 2008

I placed a call to this home warranty company on 7-1-08, regarding my air conditioner freezing up repeatingly. I told the home warranty company that the air conditioner was brand new just prior to us moving in, in August 2007. They stated they would send someone out to look at it. This was Superior Plumbing and Air in Wichita, Ks. Superior came out to my home, looked at the unit and stated it was most likely still under warranty under the original company that put it in and that they would not do anything. Then charged me 75.00 service fee. I wrote the check and paid him.

The following day, I did not feel right about paying someone to come and tell me sorry I can't do anything for you, you'll have to call the people that originally put the unit in. They should have told me that over the phone, especially if the home warranty was not going to cover it. Both of them should have told me that. I stopped payment on the check and phoned First American.

First American told me I would still be responsible for the 75.00 service fee. This is a rip off as they should have just told me on the phone they would not cover the unit. I believe this is just their way of getting money out of people. It did cost me 24.00 to stop payment on the check, but at least I got 51.00 back. The orinigal company came out and fixed the problem.

I am out the 24.00 to stop payment on the check, it is just the principal of the situation. First American and Superior knew the AC was less than a year old and new they were not going to cover anything, but still sent someone out to make money and tell me to call the original company that put it in. I was under the assumption as stated in my home warranty that I was to phone them as this was a covered service.

Charles of Arcadia, CA June 16, 2008

FAHB in Cal, but have to negotiate through Odessa, Tex, call center. Outside of one year in a condo had policy with FAHB for about 18 years with one major claim 10+ years ago. Moved into 1964 built home 3+ years ago. Feb 17, 2008, smoke alarm woke up family. A&M Heating said ..T-stat & some control wiring burnt..transformer bad..wiring & transformer replaced to check for other problems. FAHB said they would pay 486.52 toward new heater, & it would cost us 1,100 for non-covered items.

I requested email breakdown which was sent 3/7. On 3/10 orally told Justice no, then received 3/13 letter: ..need an additional 30 days...and then maybe more time.. The 1,100 was to cover vent modif, sheet metal, gas line, electrical, PVC piping, disposal. Sent them email, telephoned but except for 3/10 email from Ms. Justice have never been able to communicate with her since; never returns my calls, operators have even said that she is not in directory, etc. Rep said, just waiting for you to accept cash out. They just sent check, I complained..in frustration finally said that would accept A&M repairing, but FAHB said that they would have to send A&M back out because it had been so long...the codes may have changed!

In the mean time, second unsettled claim. Electrical connection where we have computer plugged in stopped working. FAHB sent out Southern California Electrical, Inc., who reported hot Grd reversed (metal J/box). FAHB said not covered because pre-existing condition, but would try to negotiate SCE to fix for 300. Worse than before, they have failed to response to anything. However, even I know that a loose wire making improper contact can cause a hot-ground to reverse itself. Based on their pre-existing condition defense, FAHB would not have to pay for anything in a home because normally the first year or two is the contractors and/or home warrantee guarantee responsibility. Any time after that would be pre-existing.

Heater/AC: My wife, daughter and I have had to endure both cold and hot spells since we have central air/heat which was disconnected by A & M Heating, Air Cond, when they came to inspect. FAHB has continuously refused to negotiate in good faith and keep stone walling. Electrical problem: We have to run an extension from the opposite wall to use the computer, printer, et al. Originally there was one plug out, but now there are several.

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