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First American Home Warranty / First American Home Buyers Protection
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First American Home Warranty / First American Home Buyers Protection
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119 complaints
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6:14 pm
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August 7th still no AC and hot as the place the devil lives! About a month ago my AC went out. I contacted First American and they found a contractor to administer the repairs. The unit need a new compressor. About 3 days after the visit from the contractor they got the okay from First American to start the work and the contractor "claimed" they ordered...

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3:52 pm

First American Home Warranty / First American Home Buyers Protection - central air conditioning

First American Home Buyers Protection Corporation is the absolute WORST company I have ever dealt with in my life! I have had so many bad experiences with this company; I don't even know where to start. My husband and I closed on a house at the end of June 2015. This warranty came with the house for one year. Literally, a few days after closing our AC unit went out. As a result of the incompetence of EVERY SINGLE person I spoke with at FA, we did not get our AC unit fixed for 14 days! That is in the middle of summer in Houston! We have very small children, so we expected that they would treat this as an emergency or at least prioritize it some. It has been a HORRIBLE experience since my very first phone call. Here are just a few issues that I can list from my personal experience with just ONE CLAIM!
1.) Every single time I call the customer service line, I wait AT LEAST 30 minutes to speak with someone.
2.) They’re customer service is HORRIBLE! I have been told several times by a few different employees that they are not allowed to give out their last name and they are not allowed to transfer calls to a supervisor when I asked to speak with one (because they were not able to answer my questions). The customer service is HORRIBLE! Not only do you wait forever just to speak with someone, when they finally get on the phone, they are rude and have very limited knowledge of their services. Also, most have very strong accents that are extremely difficult to understand.
3.) The service times are THE WORST! I had to wait a whole week before a contractor came out to look at the unit and then I had to wait another week before they came back to fix it. There was also a very hefty service charge from the contractor to recoup any fees First American would not pay for. This brings me to my next point:
4.) The AC companies that they contract are terrible as well. I was told by a FA representative that I needed to call the AC company to schedule a time for them to come out to fix our unit. It took me 8 hours to get a hold of someone - - I literally called the company all day and left several messages. It was a regular work day during regular work hours. After two days of trying to get someone to call me back, they said I was given the wrong information and needed to call FA back. They tend to use small mom & pop companies.
5.) We were told by one of the contractors that came out to look at the AC that FA instructs their contractors to not recommend any additional repairs that may be too expensive (i.e., AC coil) and they even threaten them to pull their contracts if they don't comply. If you are in the market for a home warranty company, I cannot stress this enough - - DO NOT CHOOSE FIRST AMERICAN HOME BUYERS CORPORATION! I would not even want my worst enemy to have to deal with these people and go through what my family and I went through at a time that was supposed to be happy and exciting as first time home buyers. I honestly do not understand how they stay in business. That is how bad they are. OVERALL RATING = ZERO!

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2:19 pm

First American Home Warranty / First American Home Buyers Protection - air conditioner not getting fixed

I have been having problems with my air conditioner since I moved into the house 2 1/2 years ago. They send someone out and slap a bandaid on it and the problem reoccurs. They have been out here at least 10 times in 2 1/2 years. Last time they came out, the technician said the unit needed replaced. Then First American sent someone else out without my knowledge and they put a hard start on my unit outside. Now my utility bills have increased about 100 a month due to the increased ampage when the unit starts. Just had them out 5/12 to service and doing the exact same thing on 5/14. They are a JOKE!

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D
Apr 20, 2011 12:40 am

My family has been without air going on 2 week..Due to a company that let's contractors due customers any kind of way they please.. I fill so helpless I'm at there mercy I don't know what to do. I just need my air fixed 2 weeks ago...

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3:20 pm
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First American Home Warranty / First American Home Buyers Protection - bad service and sub-contractors

This compnay is horrible. They hire poor sub-contractors and then will not repair mistakes made by the contractor they hired to fix a home problem. This is my story: The contractor who originally came to fix the problem cut a hole in the ceiling. After that the contractor never came back to finish the job. First American sent out another contractor. The new contractor stated that there was no need to cut a hole in the ceiling and he could have fixed the issue without messing up the sheetrock. I've called customer service to try to resolve the problem and have been told that the contract only covers the rough in when access has to be made to fix something (although that access was not needed). They refussed to fix the sheetrock to its finished condition. I talked to a supervisor who referred me to a manager (Laura Rodriguez). Mrs. Rodriguez was not available so I left her a message on 1/29/13 at 1645. She did not return my phone call. I left another message on 2/1/13 at 1509 and still have not received a return call (today is 2/4/13). Since the company's hired contractor incorrectly did damage to my home that was not needed to repair the issue it should be the company who pays for the repairs completely. Additionally, their customer service should return phone calls instead of trying to avoid the problem.DO NOT USE THIS COMPANY!

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6:27 am
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First American Home Warranty / First American Home Buyers Protection - refusing to replace broken - dangerous pool heater

We purchased our home for one reason - The heated therapy pool which was needed for medical problems - On May 21, 2012 we requested service as our pool heater would not light (We did buy the "special" pool coverage). The Tech Came out and we showed him the rusted old bucket and shared with him our concern of it being dangerous - He said that it was a mess but that he would not be replacing it as long as he could "piece it together" because he was not about to pay $2000. out of his pocket due to the "crappy" agreement he had with First American. He got the pilot lit and left. The next morning our pool was 125 degrees! Called them back - He now said the thermostat needed replacing. We had removed the top of the unit and cleaned it as per his request. The inside was nothing but rust and crumbled at the slightest touch. It appeared that some sort of "plate" had been in there at one time but had crumbled to dust. We showed him this and he said there was no problem. He told us it would take 2 weeks for the new thermostat. 3 weeks later he came with "the wrong part" - He said he had to reorder. I was upset now - I needed the pool so he "hot-wired" the unit by bypassing the broken thermostat and told me to just keep re-lighting the pilot by hand. This worked for about a week. I was on my hands and knees in the mud daily with a lighter in hand under this rusted unit - terrified each time. I am now calling First American. More weeks go by and here comes the second thermostat. It worked one day and the pilot went out. Now we are furious - As we have said from day one -this rust bucket appeared to us to be so old and damaged that we were not surprised that "piecing it together would never work". I am now calling every day. Finally over 2 months now without my pool - First American sends out another company for a second opinion. This person looks at the heater and says it is a fire hazard and should be unplugged and red-tagged. He states - it has NO Firewall at all and is very, very dangerous and he refused to work on it with his license. Now we are enraged that our home and lives have been in danger! He sent them a full report. Again calling First American - They had "a meeting" and told me that it was decided the heater would be replaced. I was "assured" there would be no more work on this unit and once they had the bids for the job - it would be done. 2 weeks later, I receive a call from the original pool company, who want to know when they can come out to "work on our heater". I call First American and am now informed that there was "another meeting" and now they would not be replacing the heater but continuing to fix it - even though they admitted to being told by the second opinion that it was a fire hazard. I reminded them that this is not some pool in the middle of a yard but an indoor pool attached to our home - the heater is 2 feet away from the wall of our home and the 750 gallon propane tank is 4-6 feet from the heater and the wall of our home. The response is that they are not responsible for having the unit "up to code" and the fact that it was a fire hazard was NOT covered under our warranty and that they're would continue to "piece it together. Even though the second opinion made it clear that without the firewall and top plate the pilot light would never stay lit - First American is ordering another pilot light part. We are horrified and confused. It is now 3 months - No pool and still waiting for "another" part - Even though This Warranty company has been told - By a second opinion that THEY hired - that this unit is dangerous and a fire hazard - they are going to "fix it" some more. We are so angry that I am going to write complaints to every web site I can find. I am going to the BBB, the Florida Office of Insurance Regulations and Our local Newspaper - And IF we could find an attorney who could help us - we would.

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5:34 pm
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First American Home Warranty / First American Home Buyers Protection - breach of contract

My air conditioning was not blowing cold air. I Called the company; a service man arrived and said he could not repair because the work that had been done in 2010 by a different service contractor whom had been referred to my home by the corporation. I went back and forth with the company about this issue, I had paid $500.00 in 2010 for the service. The company would not respond. The heat temperatures were in the 100's. On the eighteenth day, I had no choice but, to have the air conditioning unit replaced for $3500.00. Two days later after purchasing the unit and twenty days from the initial call, the contractor called to come and repair the unit. I am 79 years old and the extreme heat was affecting my health.

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2:51 pm
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First American Home Warranty / First American Home Buyers Protection - without ac for over 2 weeks

On 4/29 I had my AC go out in the house. I pay an extra premium for the AC unit so I have piece of mind. They sent a contractor to fix it on 4/30. The contractor installed a hard start kit to preserve the life to the compressor which wasn't covered by insurance so it cost me an extra $200 in addition to the service call fee. We didn't have extra hot days for most of May so I didn't use the air much. Then in June I turned the air on steadily and sure enough on 6/8 the AC was out again. I called First American about the issue and was told that although I am calling about the same issue, I was 8 days passed the 30 day recall period so I would need to pay a new service fee. So they sent me a new contractor on 6/10 who found that the AC unit or at least the compressor needed to be replaced. First American approved a new compressor but didn't want to use the contractor's parts and insisted to order their own which took a week to come in. On June 18 the contractor returned to install the new compressor. He had issues drying the line so the install took 2 days. On 6/19 I came home to a cool house and felt like I had won the lottery. Unfortunately, I came home to a hot house on 6/20 and called First American again. They called the contractor to come back and see what was wrong. The contractor came back on 6/22 only to find out the new compressor had blown up. First American was again notified and wanted a second opinion. The 2nd contractor confirmed that the compressor did blow up possibly because it was too big and that the dryer and suction lines needed to be replaced. Now the original contractor and First American are fighting about who is responsible for fixing the problem. First American says the contractor installed a compressor that was too big, The contractor says they ordered the right size but First American sent the wrong size. Now the original contractor is coming to get the blown compressor tomorrow to return to distributor but says the rest is up to First American. First American says they would order another compressor which will take who knows how long and I am not getting any solid information from them. Each time I call I get someone else and the story changes. All the while I am unable to stay in my own home as we have had record high temperatures over the last 2 weeks and especially over the past 4 days. I am forced to leave the house throughout the day as the temperature in my home is 90 degrees. My medication and make up have been ruined at these are to be stored at room temperature. Additionally, I have 2 eighteen year old cats who are not dealing well with the heat in the house. I have a out of town trip scheduled that I may have to cancel as I can't leave my house without working AC. Bottom line is I paid for a warranty that covers the parts that need to be replaced and there is no reason that I should be without air for as long as I have been. The contractor told me she has the parts to fix my AC in her office but First American continues to insist on buying their own prolonging this just to save money. I have been researching this warranty company and to my terror found that I am not alone. The story I am telling has been told way too many times by customers around the US. The scary part is some people had to wait months for new AC. The internet is filled with consumer complaints along with class action lawsuits against First American Home Protection.
I want my AC fixed now as I paid for this service. I don't believe that being without air for 17 days without a solution in sight indicates service, value, or integrity. I want First American to allow the contractor to use the parts they have to get this issue taken care of instead of trying to yet again save money and prolong my suffering yet another week or more.

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3 comments
L
Apr 04, 2011 4:37 pm

First American Home Buyers Protection Corporation is the worst company I have ever dealt with. I spent $75.00 for them to send someone to fix my dishwasher and it was not fixed after 2 attempts.

They said they simply could not fix the problem or do anything about it. They are terrible. They will go out of business soon so I wouldn’t buy a warranty from them.

D
Mar 18, 2011 6:34 pm

First American claims to use only licensed contractors, but only check to see if they have a license with the State of Ohio. They do not check and do not care if the contractors have the necessary local licenses.

FAHBP has been notified of this and continues to use unlicensed contractors. If you have a claim, be sure to ask the contractor if they have any needed local licenses.

B
Nov 11, 2008 12:48 pm

be careful of this company, they sent unregistered contractors to our home to repair a furnace. The furnace had cracks in the heat exchanger. Me and my wife would have been dead by morning from gas poisioning had our pets not woke us. If there are anyone out there that has had a severe health issue involving this business please contact us, we are intiating a class action.
you can contact me. Barry

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First American Home Warranty / First American Home Buyers Protection - a/c out for almost 3 weeks

We put in a service complaint on 04/11 about our A/C that does not work. Today is 04/28 and still NOTHING. I have called and talked to 7 representatives. Still NO REP has emailed as requested nor called the tenant. Three of these representatives attempted to call the contractor and they cannot reach him by phone! I also cannot reach him by phone! I asked why they do not get a new contractor and the customer service rep said it would take longer as they have to send it to the "Contractor Resolution Center". I have a legal background and plan to get a Class Action lawsuit started if I don't get resolution quickly. There are so many that have been scammed, as I am discovering, by this company. Their advertising is false and misleading to the layman. There are laws in this country against this sort of thing, and they need to be enforced to prevent this type of company from operating in the United States of America.

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7:02 pm
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First American Home Warranty / First American Home Buyers Protection - deceptive sales tactics

Two young representatives of first american payment systems just walked into my small business without prior warning. They first identified themselves as working "with the credit card companies" and implied that they were checking compliance with "durbin's law." they asked to see a recent statement from my current credit card processor. I told them that I would not allow that based on the information they provided me. They seemed a little annoyed at that, and one of them started searching through a disorganized stack of paperwork. He handed me a card of their atlanta director of operations, who was not even present at the time. I told them that I would check my statement on my own and possibly contact them at another time. When I looked at the card and asked about first american payment systems, they replied that they are a credit card processing company. It quickly occurred to me that they were simply trying to gain my business. I told them that I have a good relationship with my current credit card processor and sent these two reps away. They were deceptive in how they presented themselves. They asked to see sensitive documents with private information, including bank account information and my sales numbers. They never gave their own names throughout the entire exchange. This is not how you do business.

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I had a small business in capitola, CA. I had to close the business since May09 and realized that I still have an open contract with FAPS until May2010. Even my business had been closed I continue to pay FAPS on monthly charge of $11 through my business checking account. January 2010 I wrote to FAPA a letter request them to send the bill my home (I have...

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This company allows employees and supervisors to harrasse other employees. I took my complaints to HR about being harrassed and nothing was ever done and after that my Supervisor harrassed me even more. I was wrote up for days I was at work and have proof of that. I was even giving a warning for a Sunday and the office is closed on Sundays. This company...

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12:32 am
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I purchased a house in December of 2010 and the mortgage company arranged First American Home Warranty to provide warranty on the house for a year. In 6 months I have filed 3 claims which they refused to pay even though the contract states that they cover products I have made a claim about. One of the claims I received payment for, but only after I paid for...

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2:37 pm
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First American Home Warranty / First American Home Buyers Protection - first american home buyers protection scam alert.

I have a contract #10286496701 with First American Home Buyers Protection (First American HBP), 2250 Apollo way, suite 200, Santa Rosa, CA 95407-9118. Their website: https://homewarranty.firstam.com/Default.aspx
 On 4/2/2011 the First American HBP gave us two work orders: One for plumbing (DRAINEX ROOTER) due to ceiling water leaking in my bathroom, and another order (M K CONSTRUCTION) for the electric fan located under the above leaking ceiling and damaged by water leaking. They said they granted the two work orders if the ceiling leaking is the cause for the fan damaged. If they did not fix the ceiling, then the fan would damage in the future.
 On 4/2/2011 an employee from DRAINEX ROOTER & PLUMBING CO.(http://www.drainexplumbing.com/ ) came to my house, promised to fix the ceiling on the next day and gave us another service agreement to sign, then asked for $55. We wrote the check (#1913) and signed the agreement. However, they broke the contract and have never come back. The ceiling still is leaking.
 On the next day only M K Construction fixed the fan. We paid another $55 (#1914).
 Since the water leaking is not fixed and it will continue damage the fan, we reminded the First American HBP about the leaking. They gave us another work order for plumbing by another company, the HOME WARRANTY PLUMBING AND ROOTER.
 Yet, after inspection this company told us it is not covered under the home protection policy. And they sent us another bill service fee $55 for work order #602474707 and use collection agency.
 Please notice it is the same ceiling that has two work orders within one week. And according to their policy, consumers have to pay a total three bills of $55 * 3 = $165: One for electric and two for water leaking; even though they denied to fix the ceiling. And the fan would continue to be damaged.
 I believe it is a scam. Consumers have to pay annual fee for $432 and extra $55 for any work order.  It does not matter if the work order is performed or not, good or bad, complete or incomplete.  It is not like insurance company and deductible. However, the First American Company have not made clear such weird policy to their consumers.
 Because the First American Company failed to make a clear statement that consumers have to pay extra fee for any work order whether it is performed or not, good or bad, complete or incomplete, and because the Drainex Company broke their promise, and took $55 for nothing to exchange. I believe they committed a scam. Their policy violates US basic fairness and justice.
 I believe that basic fairness and justice for any contract requires both parties have to exchange something. Consumers should pay extra service fee $55 only if the work order is performed. No repair nor service performed, then no an extra fee. It is not fair for a service man come to a house, do nothing, and receive extra $55. It is ok to deny the service, but still taking extra fee for denial is unfair and unethical. 
 PS. We just receive a letter from First American HBP. They cancelled the charge for the second plumbing, but still charge $55 for the unperformed plumbing of DRAINEX ROOTER. That means they still take our $55 for the work order unperformed.

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6:50 am
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First American Home Buyers Protection Scam Alert. This complaint has been filed to FTC, CA State Attorney General, BBB, California Department of Insurance and will continue to alert other consumers on Blogs and Websites. I have a contract #10286496701 with First American Home Buyers Protection (First American HBP), 2250 Apollo way, suite 200, Santa Rosa...

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First American Home Warranty / First American Home Buyers Protection - no help

on December 11 I had a house full of company--the week after Thanksgiving and a sports tournement in town--great weather, nice time for family/friends to get together. I heard a dripping from my utility room about 10:00 a.m. and discovered water filling the drip pan around the water heater. I immediately called my home warrenty company--they had promised to 'be there 24/7--anything you need.' Well, they sent out a plumber--great, you'd think. NOT SO FAST. Evidently this man from Drain-Go was ready for some holiday cash. He told me immediately that 'this would not be a covered repair, " but he could fix it--well, I have a house full of company and more on the way--baths, meals, etc. What should I do? I felt like I should trust my insurance company, right? WRONG!
This big dummy told me i needed to rip out my walls, and replace my metal water heater pan with a plastic one. When he left, I realized my water heater pan is not metal, it is PLASTIC. I had aleady paid him over $300 and he was gone. Now 1st American denies any responsibility because I should have know to call them when I questioned the person THEY had sent to make repairs. --excuse me, that's what I had done! Now that it's time to renew my policy, I checked my coverage and indeed, I have been paying for plumbing and water heater coverage. and now from what "Amber" in claims resolutions says, I should have known better than to have the person they sent do repairs, and I should have called them - well, it doesn't do any good to call them--and it doesn't do any good to pay for 1st American Home Buyers Protection

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11:48 am

First American Home Warranty / First American Home Buyers Protection - scam

I could go on for paragraphs but I have a feeling it's all been said at this site before. If you enjoy being totally ignored, lied to about responses and outcomes, and waiting without heat while your home warranty company stalls, ignores, makes up stories about claim status and conspires with their inept contractor to defraud you then this is the company for you... THEIR technician broke a part on my furnace, through WEEKS of time, they refused to acknowledge what happend, then refused to cover it as a covered part, although it is a REQUIRED component for the furnace to ignite. This is the specifics of this one instance. In the past they repeatedly sent technicians who were absolutelty clueless. How about a technician who comes out diagnose an air conditioner that isn't working and doesn't have a freon detector? How about a contractor who installs an a two stage air conditioner compressor, as directed by First American, getting only one stage operational, claims to be done, wants me to pay a portion of his bill and First American neither requires him to get the 2nd stage operational, nor supports me as he the contractor tries to collect from me? Absolutely THE WORST company I have ever dealt with!

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L
Jul 22, 2011 1:19 am

any opinion about any scam will help the FTC to audit and bring it to justice.

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8:59 pm
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First American Home Warranty / First American Home Buyers Protection - they protect very little

My realtor recommended we take out insurance on the home we purchased. The home was 9 years old so we thought it was a good idea. NOT. First of all, they have so many exemptions it does not cover the important, most common and expensive stuff. I was denied coverage for a broken heater. The experience was bad. First, it took them over 3 days to send someone out to look at it when it was 40 degrees outside. They charged me a $70 service fee, put in some part for which they charged more money, and after all that the heater was still not fixed. So we start over. They send someone out who now says it is a different type of problem and which is not covered. I ended having to find someone myself and it cost me about $500 dollars plus the money I spent on the guy they sent out who did nothing to fix it. Then the ice tray broke in the refrigerator. Between the service fee and parts it cost me over $200. I could have hired a handyman for much less. Save your money, do not purchase these type of policies. You are better off spending time researching local handymen who are honest and decent (I have found several) and paying them for an honest day's work. Get to know neighbors and small businesses and ask for references.
--

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First American Home Warranty / First American Home Buyers Protection - scam - replaced with out of date product and incorrectly

Do not purchase or work with this company- We filled a claim with them regarding our AC and the unit needed to be replaced. After a recent storm, the unit was destroyed and the second unit started to fail. In short First American replaced the unit with a product that is incompatible with my air handlers with in the house. 2nd, installed a product that at the time of delivery was not manufactured any longer and parts are were not available. Lastly, The original units were " Tranes" and they replaced it with a "Boyd" and after further review we found that the product was so far down the consumer list that it wasn't mentioned and hence why they no longer make them. I am actively looking for individuals that would like to go after First American in a class action. Please feel free to contact me @ [email protected] "Buyer be Ware" on this one folks.

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1:02 pm

First American Home Warranty / First American Home Buyers Protection - terrible credit card processing company

This company is operating on a level of theivery that is unelievable. They reach into your account, without telling you in advance what they are doing, and take money for stuff they make up as "fees" or " compliance". There is no negotiating with them. They make it virtually impossible for you to get out of the contract without coughing up hundreds of dollars, no matter how many times you call or when you write. These people are scoundrels and theives. STAY AWAY if you like your money. They were unwilling to help me in any way. I will never use this company again.

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3:06 pm

First American Home Warranty / First American Home Buyers Protection - deceptive warranties scam

First American Home Buyers Protection Corporation is a deceptive operation, after paying my monthly payment I needed repair on my furnace, they sent their company out that tried to fault a fifteen year old furnace that had been working as installation issues, then they requested me call additional company at my expense, who advised that it was normal wear & tear, this company suggested that the entire unit be replace, but now since I didn't file an additional now they can't pay for the warranty, which I am still paying my Premium too. by the way this occured during this last round of bad weather, and the issue is still not completed.

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