First American Home Warranty / First American Home Buyers Protection

Refrigerator Issue:

Summary: FAHW changes the rules on what they will cover and what they will not.

Detail: After 6 visits from their selected Repair Company of Choice to fix a mal-functioning Ice maker, the problem was found to be an electrical short in the refrigerator door. The circuit board that needed to be replaced was no longer available which should have resulted in an allowance towards replacing the appliance. After originally being told that they would not cover any replacement cost due to "ice makers not being covered", upon finding out the issue was electrical they now denied the claim due to "normal wear and tear"!

What good is a warranty if they can claim normal wear and tear as a reason to deny a claim? For 5 years this company has very good at taking my monthly premiums but when it comes time to make good on their warranty they find an argument to avoid paying out. If normal wear and tear isn't covered then I can't imagine what circumstance would qualify?

I want to note also that every time you request service, the appointment they make is for a timeframe that requires someone to be at the home the entire day - a full 8 hours. Additionally, the mis diagnosis by the repair company on one of their 6 visits (I understand this is on the repairman and not the Warranty Company directly), caused me further expense because at their insistence that the problem had to do with my home's water pressure and not the appliance, I had to call a plumber. Turns out there is nothing wrong with my water pressure. And we all know Plumbers aren't cheap!

January 20th, 2022 my home had a natural gas leak. My wife smelled what she thought was gas, and called the gas company. The gas company verified there was a natural gas leak and shut off the gas to the house. The temperature was under 30 degrees, below freezing. My family stayed in a hotel that night, but the problem is the house with no heat below freezing will cause the water pipes to burst. I called First American Home Warranty to submit a claim for this gas leak which they claim to cover. They sent a plumber out on January 21st, he said he needs authorization from First American, and even if he got it he doesn't have enough time in his schedule to fix it that day. First American's contractor said soonest he could be out was the next week. It would have to wait a week in below freezing temperature with no heat. A big emergency. I called another plumber and he came out to fix it right away. I submitted a claim for reimbursement from First American to cover the repair, since their contractor would not fix it in time to prevent my entire home from being destroyed with water. They told me they would not reimburse me and it was not an emergency. A gas leak not an emergency? No heat below freezing temperature not an emergency? Bursting water pipes not an emergency? My choices from this company were let my home be destroyed or have to pay out of my own pocket to fix something they cover. I submitted a complaint elsewhere, First American responded by saying "Company will consider it an emergency when failure of a covered Item renders the home uninhabitable; in these instances, Company will make reasonable efforts to expedite emergency service" The home was uninhabitable, due to a natural gas leak and no heat during below freezing temperatures. First American made no reasonable efforts to expedite emergency service. When confronted about neglecting their own policy, their response was " The claim was placed using the online system and was placed as a normal priority." Which it was not, it was placed over the phone, with no option to request an emergency service with their automated system. My situation by their definition was an emergency, and they failed to adhere to their own policy. First American denied my request for reimbursement and could not address any of these mistakes they have made. "They blatantly neglected their own policy, and proved beyond a reasonable doubt they did not follow their own policy and chooses to deny a claim covered in their contract regardless of their failure.

I would not recommend First American Home Warranty to anyone. Expect to be denied coverage and expect to be neglected during an emergency situation. Expect First American to not follow their own policies.

Our washing machine malfunctioned and caused significant flood damage in the house. There are two problems: 1) I reported this problem several times months earlier to First American -- the washer was overfilling and not draining; several techs were sent but did not fix the root of the problem. Apparently there was a broken valve that they failed to fix; 2) after the flooding accident, First American took almost a month to send a technician out, and by that time we had to move the washing machine out of the laundry room in order to allow for demolition to remediate flood damage. I couldn't live without a washing machine, so I bought a new one. First American insists that the broken unit must be connected -- a month after the incident -- in order for them to do anything about this claim. They had no sense of urgency when I first reported the incident and emailed repeatedly pleading to expedite their technician arrival soon after the flooding incident. They still waited for a month and now will deny my claim because due to the time passing I have another washer connected instead of the broken unit connected in the laundry room.

This is issue has been going on for 2 months and First American use every scenario to avoid making the repairs.

Although the water was turned off to the toilet, Quality Plumbing was looking for a leak. How does that work? The water to the toilet is off due to water leaks but there wasn't an attempt to turn it on. He wasn't very knowledgeable that water leaks comes from water supply.
What's funny is he wanted me to sign a blank work order which is a tactic of First American to have them add diagnosis to fit the exclusion in warranty.

How did we get from replacing a worn flange and pipe replacement to looking for leaks? He did not have any tools with him so I knew First American had him to go through the motion. He did check the water supply? He did lift the tank top to confirm if water was in the tank. He sat done on the edge of the bath tub and shine a camera light in the front of toilet.
My understanding was to repair the flange and replacing pipe that causes the water leak. First American is very calculating with exclusions and deceptive to avoid making the repairs. Vintage Plumbing came in check the flange with diagnosis to replace the flange that included chiseling through the floor to repair it.

On Nov 5, 2021, at 1:53 PM, Dalia Acosta wrote:
According to Quality Heating Air Conditioning Plumbing they found no leaks, no mechanical failures to the toilet. As such they are unable to provide with a recommendation.

Can you please verify your toilet is still leaking?

Thank you,
Dalia Acosta
Senior Claims Analyst
Claims Evaluation Department
First American Home Warranty

Around Sept. 14th, 2021, I put in a service request for the Microwave Oven not getting hot. On Sept. 21st, Nick from Norrod's Appliance came to the house and my son-in-law explained that the Microwave & Oven is a single unit. He explained that the Microwave gets hot, then it doesn't. Probably a problem with the magnetron. Also, the time and timer and defrost doesn't work. Then he explained that the oven heats unevenly, burns the bottom and leaves the middle uncooked of most everything put into the oven. So, Nick puts a cup of water in the microwave for 1 minute and it gets hot. He turns around and says he's done and the video camera hears him say "both units are going out." Norrod's Appliance completes the order without any repair done. So, I have contacted FAHW twice now to get a different appliance dealer to correct the problem. One of the service reps reopened the service request with Norrod's which is what I DIDN'T WANT! I have called and emailed Norrod's and they do not reply to either one. I am paying FAHW to make repairs to my appliances or replace them.

I called on 8/30 and put in a claim for my hot water heater. It took a week for AZ plumbing to come out. The technician stated it was the thermocouple and it would take a week to order. I called FAHW and asked it to be expedited and was told the contractor uses their own parts so I would have to wait. Called the contractor back a few days later to check the status and was told FAHW has not approved the part. Called FAHW and they had to get contractor relations to get the contractor to give a final report ( reason for delay) so they could approve the repair but also stated there is a pre approved amount so the contractor should be able to order the part with that money. The contractor stated they have to get a different part that will cost more so need approval. So they blamed each other. This went back and forth for a week and finally the contractor said they would have the part on 9/21 as it was on back order. They ordered a burner assembly instead of thermocouple because they could not find the thermocouple. Today is 9/21 so I called the contractor and asked to schedule the install. I was informed they never ordered the part, couldn't find it, so the FAHW was supposed to do it. This was supposedly done on 9/9 but I spoke with them after that date and they were ordering the part. Called FSHW again and was told the contractor was supposed to order but since they didn't, they will, and get back to me in 24 to 72 hours with when the part would come. So still no hot water and don't know if I will have it anytime soon.

14 July 21. I called early last week to have a plumber come back out to fix what they had not fixed. I hadn't heard anything by the 9th. I called First American. While I waited on the phone they called the plumber, came back to me on the phone and said that they had approved everything and lined up a plumber to be at my house 14 July 21. When the plumber didn't show I called the plumber and they said they were never scheduled to come out today. I called First American again. They blamed the plumber. Then there dates didn't line up. Then they finally admitted that they never actually scheduled an appointment. Then after speaking to the 5th person they tried to blame me. Company ever! Worst they just don't care.

Filed request for repairs on ice maker. Sent All Hours Appliance Repair to fix problem. Request #[protected], work order #[protected]. Have contacted All Hours and was told that your company wanted second opinion on replacing ice maker. Have heard NOTHING sense! I paid him the $75 co-pay and expect you to take care of this problem! Now won't look at complaint if too short, not really trying to honor warranty? expect response soon!

On October 10, 2019 my wife and I paid $1020.00 to First American Home Buyers Protection Corp for their Premium Plan.
On March 30, 2020 our built in septic pump failed and our basement flooded. We called for coverage and paid a $75.00 service fee to First American Home Buyers Protection Corp. No one ever came out to look at our problem. I had to hire my own plumber and pay $435.00 for installation of our replacement septic pump.
We have sued First American Home Buyers Protection Corporation for our damages. They have defended stating that First American Home Buyers Protection Corp does not exist.
Review Home Warranties 2020 internet site says they do exist:
"First American Home Warranty company also known as First American Home Buyers Protection Corporation, ….' At page 2 of 8"First American Home Warranty is a part of First American Home Buyers Protection Corporation with annual revenue of almost three million dollars." Page 4 of 8
BE CAREFUL They stated to us they existed on their own stationary with their name First American Home Buyers Protection Corporation at the top.

Gerald Ladue/ Detroit Michigan area

I am being forced to pay a co-pay for a plumbing problem. I have already spent over $3000.00 to get to the problem and now I am told there is a limit to what First American will pay. I have been without service over two weeks waiting for this problem to be solved. Please contact me at [protected] for the whole story. There have been 3 plumbing companies who did not wantto deal with the issue.

We opened a claim #309946388for our heater 10/25/2020, we made First American Home Warranty aware of freezing temperatures and an infant in our home. A contractor was assigned, the contractor was outside of our service area and rejected the work order. A week later we followed up and First American reassigned a new contractor. The First American contractor came out and diagnosed the issue as electrical and sent it back to First American Home Warranty. The ticket stayed open over 3 weeks without First American taking any action. We were eventually asked by First American Home Warranty to source our own contractor and provided with an e-mail approving "outside reimbursement" of our cost. Our contractor diagnosed the issue, which was not electrical after all. They provided an invoice as well as an estimate per the guidelines provided. We are now over a month without heat.
First American stopped responding to any of our communications or voicemails. We were finally able to reach a person in a different department who told us that our cost would not be reimbursed as we were approved for electrical services and no electrical issue was found. So... because the contractor they provided misdiagnosed the issue as electrical, and we sourced our own contractor at their request, and the issue wasn't what their contractor originally misdiagnosed, we were to incur the cost resulting from their contractors misdiagnosis. Note: the e-mail we were sent authorized $200 for HVAC, and said nothing specific about electrical.

After hours on the phone and a claim opened with Better Business Bureau they finally agreed only to reimburse our contractors diagnosis invoice, but still refused to authorize the repair. They instead sent out the original contractor to again diagnose the AC/Heater. The same contractor had already failed to do so and sent the work back. After the First American Home Warranty contractor came out again, they agreed with our contractor on the parts that had failed. They then stated they would need to replace those parts before they could diagnosis or verify the repair our contractor recommended.

It has now been another week with no activity. No replacement of parts. No repair. Voicemails and messages with no response. We are almost at 2 months with no heat, freezing temperatures, and an infant at home. They are unable to diagnose, reject recommended repairs, or reroute you until you give up. At this point we have spent upwards of $400 in wood trying to stay warm, in addition to the cost of service calls, and still have no resolution. Meanwhile they fail to respond or take action, regardless of the impact to our safety and living condition, and they "can't verify the repair is needed" even they can't get it to work, and their contractor is admittedly unable to diagnose the issue. This company continues to act in bad faith and we are attempting any route available to get resolution.

Water heater did not work so they found a contractor to come. This contractor doesn't answer phone calls. Texts me back with time and date but never showed up. Contractor came out another day and looked at my water heater for 5 minutes and left, he said he will need to write a report to submit to First American. That report never happened, checked the status online to say the service has been completed. Nothing was ever complete! What a nightmare not having any hot water for a few days. Now, First American is billing me for the contractor that did not do any work. Do not buy home warranty from First American! its a FRAUD! they will not fix or replace anything, will just give you excuses and more than two hour wait on the phone.

Bogus, horrible, useless company! It has been 5 weeks since I reported my refrigerator/freezer not working. I have been neglected, ignored and left without refrigeration. They have used 2 different appliance repair companies, Adept and MJ Appliance, I've had one appearance from Adept Appliance. They were at my house 7 minutes, left and never called or came back. The second company came out twice, once to look at it and the second time to fix it. Neither company still couldn't fix the refrigerator. Ordering parts are not even an issue. MJ Appliance made 2 appointments recently and never showed up either time. Both times they gave me a 4 hour appointment window. The first appointment was a no-show. The next appointment, they called and said that they are running a little late. After 8 hours, they never showed, again!
I have called First American Home Warranty Company more than 8 times only to get apologies. and stalls. Many of the people that answer their phones are not even in America. I find that ironic that a company that has American in their name, outsources their calls to foreign countries. It has been over 5 weeks and counting. They don't care about their customers and they hire inferior companies to represent them. The worst service ever! I rate this company a negative star.

Yelena Furmanova, address is 65072 Mesa Ave, Desert Hot Springs, CA 92240, #[protected]
Premium Plan
Coverage Period: 09/08/2019 - 09/07/2020
Central Air Conditioning (electric), Pool/Spa Equipment
Claim [protected]
According to our agreement - "Filters, valves, timers, pumps, circuit board, heating units, pumps, motors, salt water cell, pool sweep motor and pumps, above ground plumbing and electrical" are covered.
Timer is not working, should be replaced, as 2 different pool men told me, and I want you to help me to fix it, nobody fixed it, and you denied request.
Please, fix it, see attached pictures:
Timer is broken, it is working sometimes manually, sometimes not working at all, should be replaced
Also, I already paid for this service request 75 dollars, now you didn't fix it at all, and asked to pay another 75 dollars, why? Also, I will not renew for next year before you will fix it, because service request opened at this time period.
Pictures made from 2 different very professional pool men, that working for me: Jose's Pool and Spa Service, phone is [protected], he wrote: "Timer Mechanism needs to be replaced, pump sometimes is not turning on, making a humming noise, water leak on one of the valves" (first 2 pictures), and Bryant Robles, Bryant's Pool Service [protected], he sent 2 last pictures, he wrote:"Time panel is not working, call house warranty, also valve is leaking". Please, help me to fix these problems, because I covered with your plan, that was before the best American plan, and you cannot denied my request

Last November 2019 I purchased my home in Barstow, CA. I was not finished moving when the electrical receptacles stopped working. I called an electrician, a contractor for the Marines in Barstow. First American Home Warranty charged my $75 and the policy premium. Their technician came and said there was nothing wrong with the electrical system. The referral for a personal electrician repaired many outlets and said there was a short in the alley. However; First American Home Warranty conspired with him. The so called electrician that did the work said I had to pay him cash up front and not to tell anyone. I had a hard time to billed me when the First American Home Warranty asked for receipts. He told FAHW that what happened was my fault, when I had just moved into the house! So now I'm out $1, 925, included $400 for the so called contract

My name is Virginia Coleman, contract # [protected]. I have already been sent two repair companies, one which did not show up at all and the second one trying to make high amounts of money off of me. Even put in the report as if my system lacked maintenance which is not true. Showed me a picture of a unit in someone else attic. Maybe he thought I had never been in my attic and I don't know what my unit looks like or he thought I was a true dummy because I am an elderly woman.

So now unless my unit is fixed or replaced since the manager calls and try to sell me a new unit, it is now time for first american home warranty to be exposed to all of the local news channels so more customers and the general public can see how they just take customers money but don't hold up their end of repairing anything. I have read many negative reviews (wish I would have before I picked this warranty company). But since many people don't do reviews on the computer, but do watch news, this is the route I will be taking unless a reputable company is sent out to repair my a/c unit asap. I would love to give positive reviews and refer your company to others, but right now I can't.

My condenser started leaking. First American Home Warrantee sent out one technician and confirmed it was leaking. No more response from them. FAHW sent out another technician and he gave me a list of demands to do before he would consider doing the work. Technician #3 came out and confirmed the leak. Never heard back from them. I decided to call a reputable local A/C company to do the work. They came out the same day gave me an estimate that I accepted it and two days later I had a new central A/C and Heat system installed. I optioned the cash out option and was told $600.00. I have contacted FAHW several times and was told they were not going to cover anything. I pay extra for he A/C insurance.

from july 2017 to july 2018 you took out of my account, without my concent ( I cancelled 7.13.17, , did not renew
6.13.2017 37.99
6.19.2017 37.99
6.29.2017 40.99
8.16.2017 40.99
10, 5.2017 40.99
10.16.17 40.99
11.16.17 40.99
12.28.17 40.99
1.3.2018 150.00
1.[protected].01
3.1.2018 40.99
4.3.2018 178.00
4.3.2018 40.00
6.2.2018 82.00
7.9.2018 79.00
7.16.2018 75.99
7.13.2018 41.99

Called first American home warranty for my central A/C unit in the attic that had a clogged condensation water drain. The water was over flowing through a vent in the lines drain. I called on Sunday morning to start a claim. An hour later I noticed that the water was coming out in the upstairs bedroom and bathroom. Then I found it leaking onto the mattress on the first floor. It's even leaking from the the front porch ceiling. It has filled up two downstairs ceiling light fixtures. I then upgrade my claim to an emergency. They sent out a fly- by- night air conditioner company. He had not even walked into the house and he started quoting prices for the work. I told him that all I have to pay is my $75 home warranty fee and that's it. He refused to do the job that he was sent out for unless he got paid for the numerous items that he mentioned.i called first American home warranty and they have been passing me from one person to the next one.the last one that I talked to said that I have to wait until they get a report from the contract a/c company. The put me on hold for some time and then informed me that the company was closed. American home warranty said that I would have to wait until they got the report from the contract a/c company. I requested that they send a different A/C company out and they said they could not do that without an inquiry into all of the information. Meanwhile I'm getting more and more secondary water damage while they play fiddle sticks with each other. It has almost been 72 hours and I am no closer to getting my A/C fixed .