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First American Home Warranty / First American Home Buyers Protection
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2.2 137 Reviews

First American Home Warranty / First American Home Buyers Protection Complaints Summary

41 Resolved
96 Unresolved
Our verdict: Engaging with First American Home Warranty / First American Home Buyers Protection, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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First American Home Warranty / First American Home Buyers Protection reviews & complaints 137

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First American Home Warranty / First American Home Buyers Protection Home warranty

In August 2009, I called First American Home Warranty regarding my air conditioner, which had gone out. That is when this nightmare began.

Every time you call First American Home Warranty, you are on hold for awhile and you listen to how First American "screens their vendors", selects only the vendors that meet their "Strict" requirements, how the "vendors are put on probation", and how First Am "calls the homeowner to ensure that the homeowner is satisfied with the vendor they send". Unfortunately for me, I actually believed all this. But nothing could be further from the truth.

First American sent a company named "Authorized Service Center" to my home. "Authorized Service Center" said the air conditioner needed replacing and told me that First American would authorize around $800 toward the cost. I needed a new Central heat/air, so since I knew FirstAm only did business with vendors who were "screened, on probation and approved by homeowners", I paid "Authorized Service Center" over $5, 000 to replace my central air/heat. The new a/c stopped working after a week or so. We called “Authorized Service Center”, they came out to fix it, it would work for an hour or two, go out again, we'd call again, etc., for a total of 6 times they came out to my home. "Authorized Service Center" let us swelter for an entire weekend and several days and evenings and were not at all concerned that I had paid them $5200 and had no a/c. I simply had to wait my turn. During all this, I also placed several calls to First American appealing to them for their help with this but each time, I was told there was nothing they would do. They did not care that their "approved" vendor was giving me a royal rip off. It was finally fixed in the 3rd week of September.

Unfortunately, the nightmare has reoccurred. Now that it's getting cold in Texas, I turn on my supposedly brand new heater, and we have no heat. I call FirstAm and they want to send this "Authorized Service Center" out AGAIN! And they want me to pay another $60 to the company that could care less that I had no a/c after they received $5000+ of my hard-earned money and had to come out 6 times to finally get the a/c working. To the company that should have installed it correctly back in August/September.

It goes without saying...I do not want to do business with "Authorized Service Center". I am not now nor have I ever been satisfied with anything they have done. In August, when I asked to speak to the owner, I was told he was not there on more than one occasion. I cannot understand why First American is doing business with a company like this. I am filing separate complaints on "Authorized Service Center". Is it that hard to get vendors for home warranty?

I told First American Home Warranty that I do not want "Authorized Service Center" to come back out to my home. First Am Home Warranty tells me that since I have not "filed a formal complaint" against that company, that is who they are sending. I guess many many phone calls to them informing them of the fact that I have paid $5200 for no air conditioning and asking for their help with their vendor does not count as a formal complaint? (Each time I called I had to suffer through that recording that says how much they CARE about their customers.) So I asked to speak to a supervisor and I spoke to Kathy Cotton in Van Nuys, California. I explained the situation and told her I have complained about this "company" numerous times back in August and September and asked her "What does it take to "file a formal complaint" against a company you have already complained about numerous times? I was not informed by anyone at FirstAm to do that or that I even could do that. She said that she would send another company and that I would need to pay $60 for the service call. This is what I object to. I do not feel I should have to pay for something that should have been done correctly back in August by a vendor sent to my home by First American.

So now I take it to the corporate level. I just finished speaking with someone named Nahun in Dan Langston's office. A more cold and unfeeling and unbudging person I have never spoken with. He was even worse than the others. An expert on telling you how wrong you are. Very adept at not feeling any of your pain. Good job Nahun! You're just another in a long line of First Am's that don't give a flying leap about your customers.

Does it surprise anyone that Dan Langston does not call? Even if he did, he's probably just as unsympathetic.

FirstAm, their "vendor screening/probation program" is bunk and at least one of their vendors is unscrupulous. Is American Home Shield any better? I see now that First American has loads of consumer complaints about it. How do companies like this stay in business? I will be contacting the local news stations about this as well.

As far as this awful company "Authorized Service Center", a street address for them cannot be located, but I believe they are in Garland. I live in Fort Worth. It would seem that if FirstAm had this huge network of vendors, a company a little closer could be found!

I am sooooo done with FirstAm. Everyone in the org is cold and unfeeling -- not one ounce of human compassion anywhere in the company. I would hate to work at a company whose corporate culture is to be cold and unfeeling towards their customers and tells their customers if you don't like it, cancel your contract. Which is what I have done. Pitiful. Just pitiful.

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mark menser
, US
Jul 21, 2022 9:09 pm EDT

First American Home Warranty is a fraud. My dishwasher broke down in February 2022. It is now July 22, 2022, the dishwasher remains unrepaired, the advertised "replacement" has not been delivered, and I am being told I have no remedy. Meanwhile,I am still being charged $48.95/mo., and if I stop paying they will never repair or replace the dishwasher. I have tried to file a complaint with the Georgia Insurance Commissioner, but to no avail. Apparently a class action suit will be necessary.

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Shamim Siddiqui
Diamond Bar, US
Jul 18, 2022 1:22 am EDT
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I would like to file a complaint against FAHW. I opened a Service request [protected], back in March 2020, with an issue with my 36 inch Thermador range, where the spark igniter was not working for 3 burners. My story is not any different from the rest of the group. I had 5 or 6 technicians from them for which I had to take time off to attend them. Needless to say, they were never ever able to fix the issue and now I have none of burners working. This is mid July, when the last technician gave up, and recommended replacement, FAHW offering me $1100, as they state that they already spent money on the technicians, which I have not control or say on it. After further complaining to Better Business and other resources they are willing to give me $2800, which still an insult to my injury. I wasted so much time from work, with out a stove close to 6 months and they are giving me $2800 for a $6000 stove. I am super pissed and I will be raising hell to be fully compensated for the stove or replacement as they advertise. Please advise.

Thank You.

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Celinaflash
Centerville, US
Jul 12, 2022 9:29 pm EDT
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We purchased a single story ranch home recently, only to find out we had a slab leak. FAW assigned a Plumber. The Plumber assigned a Leak Detection Company. The LDC marked the leak. The Plumber Jack hammered the floor in our guest bedroom. We were charged $850 upfront and the Plumber was unable to locate the leak. Plumber returned the next day and charged us $2,095 up front and Jack hammered the floor in our furnace room. Said they fixed the leak. But when the Plumber turned on the water valve, there was still a leak. Part of the charge was for a new hot water heater. But we were also charged $575 by the LDC. Total $3,520 and we still have a slab leak. So we phoned FAW to ask for the $500 insurance, but FAW responded that they paid the Plumber the $500

So that now totals $4,020 paid, and we still have a slab leak.

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Jelan V
WINSTON SALEM, US
May 11, 2022 10:01 pm EDT
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On January 6th, 2022, I placed a repair call to First American Home Warranty for a broken dishwasher and refrigerator. It took 1st American 2 weeks to send a vendor out, by the named of V-Tec. The guy showed up and did a quick inspection and said, he needed to order parts for both appliances. He said I would hear back from V-Tec or 1st American in a few days regarding when the parts should arrive. After nearly 3 weeks and no calls from either, I called 1st American and explained that I had been waiting approximately 1 1/2 months to get my appliances serviced! I was told that they had not heard from V-Tec yet regarding my repairs. WTF? It took 1st American another 4 days to track down V-Tec repairman to get his report. It then took another 3 weeks to locate the parts. Long story short, after waiting (3 Freaking Months, V-TEC finally repaired my appliances, only to have both break down again in less than 2 weeks! Can you believe that Crap? I called 1st American Warranty one day before my contract expired, and told them I needed my appliances re-serviced again. Long story short, it's been nearly 4 months and our appliances are still not repaired! Bottom line, I decided not to renew my contract with 1st American Warranty and would only recommend them to people who like waiting 4 months to get their appliances repaired. Avoid 1st American Home Warranty at all cost, or you'll be sorry you didn't! Jelani V.

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Deborah Chitester
, US
Jan 09, 2022 1:07 pm EST

can anyone post their contract i am sending a certified letter this week. and i was told they are sending me contract . never got it. this would be
one from 2021

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Deborah Chitester
, US
Jan 09, 2022 12:55 pm EST

i need to know how complaint boards can help me i am one stop away from suing this company

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Deborah Chitester
, US
Jan 09, 2022 12:54 pm EST

if i submit my complaint here what does complaints board to i am one step away from suing

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Larryliu
SILVER SPRING, US
Oct 28, 2021 12:51 pm EDT
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The ice maker is bad and the First American Home Warranty has kept saying back order over and over again for more than one month. Never buy Frist American Home Warranty which is a terrible company. I am so frustrated and disappointed.

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shadowmom
Huntington Beach, US
Jun 14, 2021 9:01 pm EDT

Wow, wish I would have read these reviews when I bought my house. I have no a/c and vendor cannot come out for a week in the middle of a heat advisory in Chandler AZ 117-120 degrees. Horrible. Electrical work keeps tripping and going to cause a fire, you think they actually give a [censored]? They are not responsible for anything. I can't even get ahold of someone to cancel my policy so I will stop payment on them.

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Navy Ron
, US
Jul 19, 2019 6:40 pm EDT

One more customer complaint, only this one is for numerous complaints having different contract/addresses and several different repairs--my refrigerator, an air conditioner and a simple kitchen hot water dispenser. The refrigerator took over a month to fix; the AC 3 weeks, and the hot water dispenser is going on a month with 3 contractors assigned and almost impossible to book an appointment! The contractors all seem to be small one person companies. The First American customer service is a delayed non-service at best, both by phone and on-line. I'm an old man now and have used a number of warranty companies over the years. The recent series of experiences with First American (2019) have been the most frustrating, irritating, negative experiences during my whole life. Never again! I worked in real estate for many years and used to believe that First American Title was a professional, top notch company. Not now!

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First American Home Warranty / First American Home Buyers Protection unlicensed contractors

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.

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First American Home Warranty / First American Home Buyers Protection incompetent plumbers and customer support staff

Had problem with a leaky faucet and hot water shut off valve. One plumber that insurance company sent couldn't remove the faucet and wanted to charge extra $90 to cut it off. Second plumber they sent said he can remove the faucet but can't do the work unless the shut off valve is change first - he cannot shut off the water by shutting off the main line, imagine that. Note, both plumbers had very heavy eastern European accent and was very hard to understand them.

Call the insurance company to work out the issue with the plumbers was completely useless. The agents haven't the slightest idea about what is going on, they just keep spouting that "our licensed plumbers said this and that". Kept getting facts mixed up. I talked to 3 of them and they all sounded like robots.

So, I did the work myself - was able to remove the old faucet (had no rust or corrosion) and put a new one in, and changed the shut off valve. Everything that the plumbers said they couldn't do unless I pay them more money.

What a scam.
I am

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OU_OKIE
TULSA, US
Jul 22, 2011 8:31 pm EDT

You shouls of did what I did. They told me the earliest they could have someone come out would be was almost 2 weeks away. I told them that the problem was causing additional damage and that they better hurry out. They told me that if I could find a licensed, bonded, certified plumber willing to do the work at the prices they have posted on the internet. That they would allow him to do the work, but that if he charged any more than that I would have to pay the differrence. So I found someone and we had the job finished the next day. They just don't want to spend the time required to find anyone. It's like they are under staffed or something.

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First American Home Warranty / First American Home Buyers Protection claim resolution

I, like many others, am experiencing difficulty in reaching a resolution on a claim. The warranty is specific, yet the company claims that there is no coverage for the problem.

If you are experiencing problems with this company, I would like to hear from you, together with the facts.

Please email [protected]@gmail.com.

I may need to seek legal counsel, and armed with a full picture of other unresolved claims, we all may obtain satisfaction.

Thank you

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joewhite
Beaverton, US
Aug 13, 2010 12:37 am EDT

I know an attorney preparing to sue this company now. If you have had a difficult time with this company, I would suggest you contact him at [protected] or email him at johnbranum@me.com.

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First American Home Warranty / First American Home Buyers Protection dishwasher

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 warrranty from them.

L.Stewart, Mississippi

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lichtran
Santa Ana, US
Jul 10, 2011 2:26 am EDT

Here is my complaint:
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 #[protected] with First American Home Buyers Protection (First American HBP), 2250 Apollo way, suite 200, Santa Rosa, CA [protected]. 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 #[protected] 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. This means that each party to the contract must provide some value to the relationship. 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 technician arrive to a house, does 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.

I collect this scam and post at:

http://www.tranlich.com/homeprotectionscam/

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Brey1104
Fort Smith, US
Oct 29, 2009 5:30 pm EDT

Hi there,
let me give you a true story.

On or about September last of the month. I contacted First American home buyers protection about my dishwasher not working. I did not receive a call back for 5 days for a service provider to contact me. after the 5 days they sent Sears out to look at the dishwasher, now keep in mind the first call was made on Sept. 24th. Sears could not come out till Oct 2nd, When they arrived the rep told me he specialized in TV repair.
he ordered several parts and said it was probably my computer board on the front of the dishwasher. On Oct 8Th we received the parts by mail, however to to the schedule of the repair service not working on Fridays it would have to be scheduled for Oct 15Th. Again the service rep came out and said well this is the wrong part he need to order another part and to call him ASAP when the part came in. on Oct 19Th the part came in. he came out Oct 21st. Said the part was bad had to order another part. On Oct 26Th the part came, called and said they could not come out till Oct 29Th On Oct 27Th my husband said enough is enough, he looked at the washer and found that the first service rep had change plug ins to another side. Guess what he plug it in and it worked...So for now over a month with no dishwasher no return calls for First American (unless our payment may be late). we have a dish washer, oh and by the way the service rep did come out on Oct 29Th and said oh this my be stopped up lets put a part on it. NO way. So What do you think about this TRUE STORY

Brenda Prince

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First American Home Warranty / First American Home Buyers Protection breach of contract

Our InSinkErator Instant Hot Water Dispenser is stuck in the open position. The plumbers who First American sent claim that this was due to excessive force. At no time did we ever use anything other than our fingers to operate the valve lever. Furthermore, this is an endemic failure for this device. Many other people have had the exact same failure which makes it clear that this is due to normal wear and tear. Additionally, when the plumbers, left they indicated that there is something wrong internally and that they need to change the entire faucet. Indeed, this is the case. However, this begs the question why they would change their mind a day later? I feel this is a clear case of collusion between the plumbers and First American. In fact, the California Insurance Commission knows that they are colluding, but they can't do anything about it since there is no proof.

First American Home Buyers Protection is nothing but a scam

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First American Home Warranty / First American Home Buyers Protection central a/c not working

On 7/10/09, 11 days after my home warranty contract began our downstairs central a/c was not cooling. I called First American at 7am. I got a call from the company that was coming out to fix the unit. They couldn't be there for 3 days. I called First Am. back and complained about the time wait. I was told that they would look for another company that could come out sooner. I never heard back from them on that subject. On 7/13/09 Elite A/C came out. He moved the board that we had had blocking dog entrance to our unit for the past 12 years. The bottom condenser coils were corroded and he blamed that on our dogs urinating on the coils. He said the unit would have to be replaced and he left. I call First Am. later that same day and explained that we didn't have a male dog and even if we did the board denied the dogs access to the unit itself and the corroded coils were directly behind the board and that it had to be weather, leaves, acid, ant and/or critter activity. I was told that I had to get my own second opinion that would void what Elite A/C had concluded about why the unit was not cooling. I called another a/c company and they sent out a technician on 7/14/09. He told me that the corroded coils would not effect the unit's cooling capacity. He took the unit apart and replaced the compressor run capacitor. He started right up and was cooling the home. He also concluded that the unit's fan motor needed to be replaced because it was pulling high amps. I paid him $188. for his services. He told me to shut the unit down until my warranty company replaced the fan motor because if the fan motor failed while the unit was running it would freeze up the unit compressor. I did as I was told and faxed his bill and his explanation to First American after calling them and telling them that the corroded coils had nothing to do with why the unit was not cooling. I called them on 7/16/09 after hearing nothing more from them. They agreed to send out a second technician to fix the fan motor. He arrived that afternoon and agreed that the unit needed a fan motor in order to operate and cool the home. He told First American that the unit would last another 1-2 years with a new fan motor and that the coils had nothing to do with the unit's cooling capacity. First American denied the claim based on the corroded coils, which they said was a pre-existing condition. I argued with them that the coils had nothing to do with the unit's cooling capacity. They didn't care. The corroded coils were there when the contract was purchased and they refused to replace the fan motor based on the corroded coils condition. I canceled my contract with them IMMEDIATELY the following morning and am also requesting my original $49.95 returned due to them not honoring our warranty contract by replacing my a/c fan motor.

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First American Home Warranty / First American Home Buyers Protection a/c still not repaired after 5 days in phoenix az in june!

The A/C in our home in Phoenix AZ went out on Saturday 6/5/09, we called, got a claim # and the name of 1 technician, Larry...finally reached him Monday afternoon. He came by 2 hours late on Tuesday afternoon and after 5 minutes informed us we would need a new compressor which he couldn't order until First American approved the claim. He also informed us that there would be misc charges totalling apprx. $250.00 over the $55.00 service charge once our AC was repaired. We are now on day 6 with no AC and temperatures hovering around 100 degrees. We have 4 kids ranging from 18 months to 7 years, 4 dogs and 5 cats and the average temperature in our home has been 90 or so degrees. First American keeps changing their info depending on whom we talk to and there never seems to be a supervisor on duty. They assure us the part has been shipped (SHIPPED from WHERE - this is the AC capital of the world, surely they could have found a part here but that would have taken authorization from a SUPERVISOR). Larry will not return our calls and when I spoke to him last on Tuesday, he refused to schedule my appt. for repair until he actually had the part in his hand, even though he is scheduled out 3-4 days. So it looks like I am heading into another weekend without relief. First American will be receiving the medical bills when we are hospitalized for heat exhaustion. My contract is up for renewal this month - don't count on it!

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FAsucks
Tempe, US
Jul 30, 2009 1:59 pm EDT

First American is a useless company. I had an older AC unit and they basically refused to replace the unit. They did everything possible to replace parts to keep it "functional" although it was barely blowing any cold air and my electric bill was over $250. I will never get a warranty plan again. A majority of the time you don't use it...and when you do, they screw you over. They are a total waste of time and money.

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furiousfather
Arlington, US
Jun 28, 2009 1:52 pm EDT

I am in DFW and have been having the exact same type of issues with First American and with Premiere Air Conditioning since May. I have also talked with Edit, Kathy and LeDonne and they do not call back. They have not called me to initiate appointments. I have had to call their company and hold for great lengths of time for them to find the "work order" and then hound them to get appointments. When they finally sent a crew to replace my furnace, coil and blower, the technicians did not speak english and could not communciate with me. They had issues with cutting off the wiring for a damper control which shut off the vents in my upstairs. They could not repair it and left me with a unit which blew cool air downstairs but nothing upstairs. Apparently the techs did not ever communicate this and I never go the follow up call. I had to hire someone else to fix the wiring. Now two weeks after the replacement my new furnace system blows air only and there is no cooling. My thought is that either they got air in the refrigerant line or left a leak when they tied the system together. I have no cooling at all. I again spoke with First American who said I had to allow Premiere the opportunity to "fix it" even though I insisted on having another company dispatched. Well surprise, Premiere never called me. I called them and was told that the technician would try to come by at the end of his route on Saturday but would call if they could not and would then put me on the schedule for monday. I never got a call. Premiere ACs office has no way to leave messages and often when I call there is no answer or they put you on hold for 15, 30, 45 minutes and seem really surprised if you wait for someone to pick up again. I am furious because Premiere is rated "F" with the Better Business Bureau. I would not have chosen to hire them, and First American states that they screen and verify their contractors. This is very poor service.

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indallasandpissed
, US
Jun 25, 2009 5:26 pm EDT

I am in Dallas, TX, and too, have been without A/C for almost 11 days with a 10 month old at home. Frist American has already condemed our A/C, they've given the contractor the go-ahead, yet I've called the contractor, Premiere Air Conditioning [protected], 6 days in a row, talked with three different people (Kathy, Edith and LeDonne), they all take my name and number, say they'll pull my file and call me back to set an appointment. I called First American, and too, asked for a supervisor and they wouldn't give me one. I talked for almost an 1;30 on the phone with a rep, but to no avail. I think it will take someone dying from heat exhaustion and suing them into insolvency before they will wake up.

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First American Home Warranty / First American Home Buyers Protection unpaid overtime

First American (I.T.) department is under investigation due to a Class Action Lawsuit filed against them. The I.T. division inside First American has made a huge mistake in assuming that everyone who works in I.T. is exempt from overtime. To go even further the management thought they were being sneaky and gave everyone the same title (Analyst) in their job title so they coud work every employee unlimited hours. They are in trouble now as the investigation has turned up that all employees do different jobs and fraud is fraud. Do I hear the sound of cold hard cash? This would net me about 1500 hours of overtime. No wonder H.R. pulled me into a private meeting and asked me to list every single thing I do for an entire day, week and month. I hope First American is found guilty; putting someone on call for 14 days straight and answering a cell phone every hour at night only suceeds in make me one a zombie after three days. I hope they pay through the nose.

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First American Home Warranty / First American Home Buyers Protection cash out option denied

Called for service on a 17 year old dishwasher which did run but did not wash. In essence I had to rewash everything. It was a water guzzler to begin with. After the technician left I called them and advised them that I wanted to opt for the Cash Out (as stated in contract) instead of having it repaired. I was told that would not be a problem. This was on 5/25/09 that the call was put in - today I called them back since no one has bothered to contact me and was told that I would not be getting anything because the machine runs. I guess First American is not into WATER CONSERVATION - only THEIR CONSERVATION. So basically I paid a technician $55 for nothing. A complaint has been filed with the BBB.

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joewhite
Beaverton, US
Aug 13, 2010 12:38 am EDT

I know an attorney preparing to sue this company now. If you have had a difficult time with this company, I would suggest you contact him at [protected] or email him at johnbranum@me.com.

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First American Home Warranty / First American Home Buyers Protection overall lack of service

On May 31 of 2008 we closed on our first home, which was provided with a home warranty from First American Home Buyers Protection Corp. Our first negative experience came a month into the warranty when FAHBPC sent us a bill for for $100 for service from March (before we owned or even put an offer on the home). It took 4 separate phone calls to FAHBPC @ about a 30 minute Hold EACH TIME! to deal with it. My first 2 half hour wait calls ended up with me speaking to someone for about 3 minutes who hung up on me! My 3rd call had me talking to someone that transferred me to another hold that I gave up on after 10 minutes. On the 4th call I got a lady who listened and said "no problem, we will just write it off". No more bill. Well after about 10 more months we finally needed (our first) service, on our pool - which was specifically included in the Warranty bought for this home. They sent a service tech. who came into my back yard, disconnected every part of the pump, disassembled the pump into about 20 pieces, and after about 10 minutes of being there stood up and said "we don't have the parts". He asked for his service fee, when I gave it to him... He left - with my pump in pieces and now my pool leaking from the disconnected parts. After a few days we called and were told that they had to order a part and would be back in about 2 to 3 weeks. I stated that that was unacceptable, we are in Memphis where you can Fed EX anything in the world here in 2 days! We even offered to pay for the priority shipping, also waiting 2 - 3 weeks of no pump or filtering of pool water will RUIN the POOL (we consulted 3 other companies)! Well it turns out that the 2 weeks for shipping a part is coincidentally just after our policy expires! Both the service tech. and FAHBPC basically said that it would still be 2 - 3 weeks and they would do nothing to service the pool in the meantime. We told them to Forget it and bought a new pump ourselves. THEN! it gets better. Turns out that the $100 bill that was never ours, that was "written off" is showing up as past 60 days late write off on our credit report which has lowered our near perfect credit score. Our year warranty with FAHBPC cost us countless cell minutes, wasted time, destroying our pool pump, flooding our back yard, lowering our credit score, and extreme frustration. Afterwards they asked me to pay my bill to renew the policy... No way in Hell!

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First American Home Warranty / First American Home Buyers Protection no pay

I was offered a position at the Lansing branch of First American Payment Systems. After working for two almost 3 weeks I was let go. During the duration of my work which consisted of making "cold" calls to businesses across the country, I was "promoted" to another job. Which entailed me to call local businesses and try to set up meetings with my bosses. I also in the time of working here and listening to them complain how people never give this job a chance, got a friend a job. After being there two days and having absolutely NO work, we returned a 3rd day and were told we were BOTH being let go for NO REASON AT ALL. I was told that I would be receiving a check for my 2 weeks work and that they would call me Friday if not Monday. I did not receive calls on either day. I called Monday and Tuesday then drove 1 hour to Lansing from my home in an attempt to collect my check. I called when I was 1/2 hour away, I was told by the "secretary" that she would put me through to my boss. After being on hold for about a minute she hung up. I called back immediately and another (lower) manager answered and I told him I was on my way to pick up my check, then told me that he would have to talk to another manager about where my check was and he would call me back. He never did. I called back and got the "secretary" again and she told me that they did NOT have a check for me in a very snotty tone of voice and hung up. I proceeded to call my boss on his cell phone and after several failed attempts to reach him he left a message on my phone saying "I'm sorry to tell you that we are going bankrupt and are not going to be able to pay you. We're not even getting paid. But if you call me back I'll explain the details and try to help you out personally." He had left the message ONE minute prior. He didn't answer again for another hour. After giving me the run around he told me that he couldn't do anything because David Carter was in a different city. I drove by and pulled in the parking lot to see David Carter look at me get in a van and leave. I am taking full action of the law. This kind of thing is ILLEGAL.

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First American Home Warranty / First American Home Buyers Protection home warranty company is a fraud

I 100% agree with all the negative complaints. I am going through a very similar experience. My fridge has been broken for the last 3 months. I am on my 3rd repair company, going on the 4th. And still first american refuses to replace. Do not due business with the company! I will write more later with more as to the eventual outcome.

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First American Home Warranty / First American Home Buyers Protection rip off-poor service, taking advantage of customer

First of all the sales representative lied and told me that I could use any contractor that I wanted if i needed service because as a Realtor, I know how unethical contractors can be with shady deals and kickbacks. This was supposedly recorded on tape and I told her that I would not enter the agreement if I could not choose an independent contractor when needed service, she guaranteed it. Well when requested service, obviously this was a lie.

My water heater went out and the contractor that the home warranty uses,
told me that I had to install a recirculating pump in order to install a new water heater, which was not true because you dont have to have this pump. You can install it if you wantyour water to get to certain areas of the home faster BUT IT ISNT MANDATORY.

I requested another contractor and after being without water for several days, they finally allowed a second contractor.

This contractor came out for a second opinion and constantly asked me what did the first contractor say. If this was suppose to be an independent evaluation then why did he need this information. He then called in the evaluation and added things that COULD BE DONE BUT DID NOT HAVE TO BE DONE, in my opinion to make money. He then refused to give me the estimate in writing as did the first contractor.

I called in for the sewage problem again and after giving me a voice mail, and calling back two additional times, they finally decided that this WAS AN EMERGENCY, SEWAGE COMING FROM MY BATHTUB ! and authorized
the same contractor to come out, who is totally angry at me because I exposed him .

A TOTAL NIGHTMARE, I have filed a complaint with the department of insurance ...anyone that wants to file go to www.insurance.ca.gov

you can get a claim form on line
also call California Consumer affairs
[protected]

contact the better business bureau, there are diffent phone numbers for different areas, so go to their website

file a small claims court law suit, get information at
www.lasuperiorcourt.org

I hope this helps! GOOD lUCK

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Coto resident
Coto de Caza, US
Dec 02, 2011 6:44 am EST
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I've never dealt with a company that was so disfunctional, unprofessional, and incompetent as this company. Here's the 30 second version: Call to request service because of water leaking into my home theater from the upstairs - girl logs claim that can barely speak english. Next, the company send a plumber that doesn't know what he's doing. He recommends doing grout patichwork in shower - he says he can't help us. Next day, their is sewage pouring from the ceiling in my $3.5M home into my home theater. The dumb ### completely misdiagnosed the issue. Then I call them back and get nothing but the run around and won't address the issue because it should be a new claim. Total idiots and horrible customer service - AVOID THIS COMPANY AT ALL COSTS. I will definitely be suing them for damages.

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joewhite
Beaverton, US
Aug 13, 2010 12:36 am EDT

I know an attorney preparing to sue this company now. If you have had a difficult time with this company, I would suggest you contact him at [protected] or email him at johnbranum@me.com.

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First American Home Warranty / First American Home Buyers Protection home warranty - use another company!

Here's the fax I sent to these American Home Warranty jerks at 3:50 ET this afternoon, at the toll-free fax number for their Pasadena sales office (the only fax number that appears in any of their literature):

To whom it may concern:

I write in reference to Claim/Work Order # 6--------, which I filed with First American Home Buyers Protection on Saturday evening, 28th March, at approximately 7 p.m. ET. I had discovered that my 53-gallon hot-water heater was no longer functioning, and that I was unable to re-light its pilot. I was informed that I wouldn’t hear from your company’s contracted tradesman until “Close of Business” on Monday, the 30th.

I subsequently placed a call Sunday afternoon (29th March) to your contracted tradesman, a “Moore’s Plumbing & Heating, ” at [protected], in hope of expediting a call back from your contractor. None was forthcoming.

When I hadn’t heard anything from your contractor by mid-afternoon of Monday, 30th March, I again called First American Home Buyers. The young man who took my call said the callback from Moore’s Plumbing & Heating would be coming “in a few minutes” (his words). I asked that they please contact me on my mobile phone, so that I’d have no chance of missing their call.

Moore’s Plumbing & Heating called me back, on my house’s land line, at 7:10 p.m. that day. The caller promised that a repairman named “Charles” would be out to the house, between 1 p.m. and 4 p.m. on Tuesday, 31st March (the following day), to work on our hot-water heater. My wife agreed to take the afternoon off from work in order to be home in time to let the repairman in.

The repairman couldn’t re-light the pilot, either, and told my wife that the problem was either a bad thermocouple or a fouled gas thermostat regulator. He ordered the needed parts, to be delivered by overnight freight, and instructed us to call Moore’s again when they arrived on Wednesday so as to be placed on their Job board again. I made this call at approximately 1:20 Wednesday afternoon after receiving our overnighted replacement parts. I left a Voicemail message at the same “609” number, on the same Voicemail box with the same man’s voice in its greeting, indicating that I wanted to be placed back on the Moore’s Job board. I asked for a return call, and left my mobile number and my home’s land line number.

When I received no call back from Moore’s Plumbing, AGAIN, I called American Home Buyers, AGAIN, on Thursday, 2nd April. This time I spoke with a “Linda, ” who placed me on “hold” and called Moore’s. When she got back on the line with me, Linda said that the man at Moore’s had “been eating lunch” when I called his company the previous day, and hadn’t gotten the call. I was assured that my repairs were “back on” the Moore’s Plumbing “Job board” (a term I gleaned from my conversation with Linda, and am now using in this correspondence with American Home Buyers). I was also told to expect a repair tech between “one p.m. and four p.m.” on Friday, 3rd April.

This has constituted an unconscionable and inexcusable delay in rendering a service that I was assured, upon reviewing your marketing literature in detail and forking over my $510 in Premium, would be simple and timely. As I told “Linda, ” the only reason American Home Buyers hasn’t been contacted by my proxy demanding the immediate refund of my premium is, this dragged-out headache didn’t transpire in December, or January, or February (when outside temperatures in this area of the mid-Atlantic region hover around the 20-degree mark!). However, we are STILL without hot water for dishwashing . . . STILL without hot water for laundry . . . and we are STILL taking cold showers to go to work in the morning . . . FOR NIGH ON A FULL WEEK.

Friday the 3rd is TODAY. And today’s “1:00-400 p.m. ET” arrival window expires in ten (10) minutes.

I’d recommend you have a plumbing/heating repair truck in front of my house immediately. (“Immediately, ” in this situation, means “now.”)

I’d also be interested in hearing just exactly what type of a sucker or a ### you take me for.

. . . . And I signed it. I didn't hear a damn thing. So I called AHBP again(!), and was told that the repairman is "running an hour late . . . . " An hour late?! At 5:40 p.m. on a Friday, he's running "an hour late?!" For what? Happy hour?

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elaine wellman
Poway, US
Apr 18, 2011 1:09 am EDT

I am so sorry I paid for this home warranty garbage plan. I also will fill a complaint with the BBB. I will request my payment returned to me ASAP and will apply for another home warranty with a reliable company.

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C. A
Las Vegas, US
Jul 28, 2010 9:14 pm EDT

I purchased the home warranty protection with 1st American, upon the suggestion of my realtor. I filed 3 separate claims over the 1st few mths, not surprising as the house was built in 1977 & a foreclosure. The claims were:
1- electrical stemming around what turned out to be a ceiling fan. the guy they sent out said he saw nothing wrong. I hired an electrician, who upon removing the fan immediately said the motor was extremely hot & the fan needed replacing, which he did
2- my upstairs air condition, set to hold at 82º, changes degrees itself 3 or 4 nights a week to 78º, 67º, or 55º. The repair guy said something like ‘I don’t see anything wrong & if I don’t see it then there is nothing wrong’ & actually asked if I was sure. To which I pointed out the degrees change at night & apparently it is the thermostat. He repeated there was nothing wrong & it was just my imagination
3- pool valves can not be turned. according to my previous pool guy were rusted from age & lack of use. He is a rather strong guy & could barely turn 1 or 2 of the 5. I’m a female 63 yrs old & can’t even budge them. The repair guy 1st American sent went back & said he had no problem opening & closing the valves, which was not true. I stood there watching his attempts & he told me “these valves are very old, put in when the pool was first install, which is probably about 25 or 30 yrs old. We will have to take them out & put in the newer types of valves”.

All claims were denied! So I filed a complaint with the BBB (better business bureau)

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C. A
Las Vegas, US
Jul 28, 2010 9:13 pm EDT

Staying at home all day does not warrant them to show up. Yes that happened to me. Another time I called FAHBP to file a claim on a Thursday...this was the first one. They said I'll hear from the repair company by Friday. On Monday I called again and they suggested I call the repair company. I did and was told they didn't have any order. So back to FAHBP only to be told the repair company lied and they'd contact them again. Finally the following Monday the guy comes out. The problem was that I have my air conditioner set on 82, but about 3 nites a week it will adjust itself to 78, 67 or 55. The repair guy said "if I can see what it is doing then I can't fix it". I almost feel through the floor. Then I suggested he come over every night and wait for it to change the degrees itself. He said "I'm not going to do that" to which I said 'exactly and now get out of my house'. I called FAHBP back and told them the situation. They called me back a few days later and said my claim was denied because there was no visible signs of a problem. I went through the roof and told them had explained right from the beginning this happens at night. I've had repair people referred by FAHBP 3 times and they were all idiots. Two, who were here at separate times, didn't see a problem regarding electrical that seemed to be centered around a ceiling fan. Yet, when I hired an electrician not via FAHBP, he removed the blades then took down the base and immediately said "the motor is very hot and that is what is causing the sparks. You need to put in a new fan". I got the fan, he came back, installed it and charged me $50.00 for both his trips and work. Yet, I paid $60.00 2 times and got no where. Now, the guy, who knows what he is doing is my permanent electrician. I am very seriously planning on suing FAHBP because they have not complied with their contract to provide services; let alone 'good' services. And while you are on hold with FAHBP they talk about how thoroughly they screen their service companies. Bologna! I could do better and I'm not knowledgeable about electrical or air conditioners except how to turn them on and off.

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laifu
, US
Apr 27, 2009 10:16 pm EDT

First American Home Buyers Protection Corp- awful! will not renew the contract!
We had really terrible experience with First American Home Buyers Protection Corp-
Terrible custom service : long waiting time before talking to someone (at least 15 mins) and e-mail even worse- two days to receive a response
Long service time window difficult for working couples: can you imagine for this wide time window 12-6 and this is what we got for using this company. We guess only if you stay at home whole day, then you can use this company!
Hiding the result so could avoid the obligation: This company changed the story the plumber told us so they could avoid some obligation to fix our problem
Too many uncovered things: If so many uncovered items, why do we need the coverage for?

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First American Home Warranty / First American Home Buyers Protection denial of all claims

I purchased the expanded coverage. After taking possesion of the house, the register was gone from the gas stove. Flames were shooting a foot and half out of the burners. The company stated that they did not cover that kind of damage. The oven was not working properly. Apparently the previous owners had damaged it between inspection and our taking possession. The coverage was denied again. The shower began to leak. The company said that the pipe had been twisted so hard that it was damaged and they refused to effect a repair. The dishwasher stopped cleaning the dishes and the bottom rack needed to be repaired. The technician came, and I saw that he was not going to do anything. He told me I needed to run the hot water. I pointed out that how we did the dishes had not changed and now the dishes are not getting clean-- sounds like the pump. I asked was he saying the heating element was broken? He responded that food gets into the pump. The company denied my claim-- big shock-- and claimed that I had not cleaned the dishwasher and that food particles had damaged the pump-- this inspite of the fact that no food particles were visible in the tub and the technician never did anything to discover any food particles-- he did not remove any filter screen nor did he take out the pump to inspect it... also no lower rack was forthcoming.
When I called to ask for reconsideration of the denial on the shower-- I was told that they did not cover malicious damage. When I called to ask for a different decision about the dishwasher I was told that all reports by the technician were final. At the time, I thought I was dealing with a shiftless plumber-- I had no idea I was dealing with Moses coming down from Mt Sinai with the ten commandments. They are tits on a bull useless.

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Reviewer49332
,
Sep 11, 2015 8:47 pm EDT

I ve tried to cancel contract thru email phone and fax several times and they don't cooperate i want somebody to do something about it next thing they do is ruin my credit.

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kpb
, US
Jan 03, 2010 4:02 pm EST

I have had my home for 3years now and First American Protection plan was included so I just continued to keep them for my insurance coverage in case something happened. Well why did I do that? Every Winter my heating system goes out and they continue to send the same company out to fix it but I believe that they are ripping me off! How can it "Always" be something wrong? Why dont they ever get to the root of the problem instead of giving you the run around? I am so not happy with their services right now.
KB

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David Linton
Friendswood, US
Jul 20, 2009 3:25 pm EDT

How do we contact this claims evaluation dept and who else in CA can we issue a complaint to against this rip-off fraudulent company?
Susan & David Linton

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David Linton
Friendswood, US
Jul 20, 2009 3:22 pm EDT

First American is a rip-off warranty company that only wants your monthly premiums but wants to fix NOTHING. The second company that they sent out to access my faulty a/c fan motor told me that they will use any means they can find NOT to repair a single claim. My corroded coils had nothing to do with the unit's cooling capacity but yet they denied the claim based on the fact that the corroded coils were a pre-existing condition. They didn't care that all the unit needed was a new fan motor-they were using the corroded coils to deny the claim.
Susan & David Linton

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Faye
Murrieta, US
May 21, 2009 1:26 am EDT
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First Home Buyers Protection is a rip-off! These are the rudest people ever. They do not screen the companies that they send out to your home. I knew this company was a fraud when no follow up call was made and its very unusual these day. I have made several attempts to call and resolve my problem and they show no concern and argued with me. They sent an unlicensed contractor to my home and he asked me for a knife and cut the water line on my refrigerator and failed to turn off the water before he did such a stupid thing, I could not believe what he'd done considering I had just explained to the tech I'd just had the restoration guy out before he came because my refrigerator line was leaking into my walls and it caused property damage. The contractor told me nothing was wrong with my refrigerator and to defrost it for 48 hours, I couldn't throw this guy out of my home quick enough, oh and he offered to replace the water line he cut but wanted to charge me? i couldn't believe what I was hearing!

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chris
Phoenix, US
Apr 14, 2009 7:42 pm EDT

Don't take NO for answer. The line reps don't have authority. There is a claims evaluation department in Van Nuys CA directly under the VP of operations that deals with problem claims. If you make your case to them, often you can get the problem resolved; they just want you to give up.

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First American Home Warranty / First American Home Buyers Protection unresponsive to request for service

This is the WORST company I have ever dealt with and encourage anyone reading this to immediately cancel any business connection!

In October, 2008 I purchased a home with a First American Home Buyers Protection Corporation warranty as part of the deal. I quickly found out they do not cover MOST problems encountered in an existing home. It was also was a surprise to find out their operators are only authorized to DENY claims.
I have now been waiting three weeks to get a water leak, caused by a bad pipe inside a wall, fixed after it was initially approved. The leak continues to cause peripheral damage - WHICH IS NOT COVERED! - but I have no choice if I want the plumbing repair paid for and fixed. I have already paid a $60 fee to have plumber come to investigate and do not wish to waste that money.
I have contacted their '800' number (waiting over 2.5 hours on one call and an average of 1.5 hours on all the others!), and been lied to twice with "opeators" claiming they contacted the plumber when in fact, they had NOT.
It is obvious to me that a home warranty from this company is WORTHLESS!

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tubilah
Chattanooga, US
Aug 26, 2009 3:00 pm EDT

I am suing them personnaly, without the cost of lawyer.

Call me and I will tell you how. Bruce, [protected]

I am trying to get their TN Business License #.

Area manager is Maryanne Page, [protected], Cell [protected].

I will serve the subpeona to appear in court personnaly, and would be glad to serve theirs as well.

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sharon L. Johnson5th
Irving, US
Aug 12, 2009 12:09 am EDT

8/12/09
AC went out 11:30pm 7/4/09! Contacted First American placed claim; due to holiday weekend Monday called local contractor named Accurate Air Conditioning-Katy TX. They never returned my call and had voicemail on and I finally got through Wed. Dispatcher said there was 200+ people ahead of me. Okay, so when can I see technician I asked? 1.5-2 weeks. (I live in Dallas TX-2 story colonial where you cannot survive without AC. Elderly father coming to stay for 4-6 months whom is 88 yrs old.) Continued to call First American to go through proper channels to push contractor-Accurate.

Bottom line: After Accurate blew two fan motors by using cheap universal motor where they should have used the two HP motor; and after weeks between service calls; and blowing motors/capacitors and adding hardware never needed-finally First American assigned different contractor late July.

Second contractor came out three times and cut wires; added wires and were drunk and hung over. said it must go back to Accurate after three calls. First American didn't expedite or care that we were 27 days without AC. First American offered to pay $250 then 12 days later $50 for a fan. Wow! They care don't they. So now we are back to original incompetent non-caring contractor-Accurate. They come out Five days later (2 days were Sat/Sun) and NOW WITHOUT LOOKING AT THE UNIT AT ALL Friday, simply say we need a 'New Unit'. New unit as of Monday was ready and waiting and Accurate said they would call with status. Understand I am nice and begging at this point at 37-tonight 30 days without AC. Have asked nicely for First American to expedite contractor...they fax them. Then called contractor; they either don't return messages or have voicemail.

I bought 2 12, 000BTU portable AC units one week after first issue; then two separate window models. With a two story colonial; elderly father; two large breed dogs and cat I can't just 'go to a hotel'; can't just camp at someone's house.

I have taken my father and both animals to emergency due to heat stroke; and I have been too nice.

I am beginning law suit against First American for their non-responsiveness and lack of procedures for AC issues. I am starting law suit of the untrained; stupidity and laxiness of Accurate Air Conditioning and that they have guys and dispatchers that have no moral code.

Additionally I have filed complaints with the National AC Commission under the FCC and the Better Business Bureau.

FIRST AMERICAN should be put out of business and sadly they could do right by customers...39 days without AC in TEXAS are you kidding me?

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First American Home Warranty / First American Home Buyers Protection terrible experience

I am a Realtor whose client is also my sister. She has a home warranty with First American Home Protection and has renewed for the last couple of years since she moved into her condo. Saturday, December 27th, my sister called the warranty company because she woke with no hot water. They told her someone would be out the following day. The following day the plumbing company called and said that they don't do service calls on Sunday's that she would have to wait until Monday afternoon. She called the warranty company back and explained that she could not take the following afternoon off as she works for a doctor's office and she has to schedule her time 2 weeks in advance. They suggested that she heat some water on the stove.

After her calling and advising me what they said I then placed a call to the warranty company. They told me that this was not an emergency situation and that she would have to wait. My husband and I then left an event we were attending so that my husband could go see what was wrong with her hot water heater. In a nutshell, my husband replaced both heating elements and both thermostats.

I contacted the area manager, Terry Armstrong and he apologized and said that he would see what he could do to reimburse my sister for the parts for the hot water heater. I gave him her info and he never contacted her.

New Years Eve she called to tell me that water was running and the Pop Off Valve was allowing water to escape from the hot water heater. My husband told her where to turn off the water and she then called the warranty company again. Once again, she was told that she would have to wait until the following Saturday, January 3rd. I again contacted Terry and he contacted the sales support at the warranty company. He told me that they would be contacting both my sister and myself. They called at 5:30pm and told me and my sister that they had 2 hours and then after that we would be allowed to get our own plumber.

The next day on New Years Day, they denied that and stated that they couldn't find anyone else to take the call that they were all busy. I informed the claim representative that I know numerous plumbers and that in fact most were laying off because of the housing issues in our area. We still had to wait.

The plumber showed up and advised her that the thermostats were set too high (135 degrees) and that state law requires 120 degrees. He also told her that her water pressure was too high but he could install a pressure reducing valve for her for $379. We advised her that we would have to call the local water department to have them test the pressure on the city side of the meter and see if there had been any pressure increases in her area since this just started.

The plumber called the warranty company and the next thing we know he is telling us that the claim is being denied but he didn't know on what grounds. The grounds were 'misuse' of an appliance due to the water temperature being set too high and the water pressure being too high.

If the warranty company would have dispatched someone out immediately then the thermostat issue would never have been an issue. Also, there is not a state law that any of the plumbers are aware of and they all have told me that 140 degrees is typical.

My sister needs a new Pop Off Valve and I am waiting to hear from the water department to see if she does need a Pressure Reducing Valve. I guess the family will have to pitch in to pay for that too.

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jacklyn Hayempour
, US
Sep 13, 2010 12:47 pm EDT

First american did the same to me.My electricity power box jumped on saturday.Half of my house had no electricity.I called Sat nite and asked for emergency help.Some woman called 3 hours later.Asking why it was emergency!She said put fans in the babys room and lamps with cords to light up the bathrooms!
They are TERRIBLE.
I had the stay home on Jewish new years day and wait for the electrician.As much as I explained to them that I reallly had to go to the temple and if they could come in the afternoon, they refused to cooporate with me.
They are the most terrible home waranty company.

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3:18 pm EST

First American Home Warranty / First American Home Buyers Protection desired temperatures

My problem began a year ago November. I called to report a problem with my heater. It took a lot of red tape to finally get what I thought was a reputable company. Meanwhile, I had to buy space heaters for every room in the house. At the time of my initial service call, I was limited to choose from one of only two contracted a/c and heater service companies sponsored by First American Home Warranty. The first company would make appointments and not keep them and was rude on the phone, so eventually I had had enough and refused to work with them. First American Home Warranty then sent me the only other option, Desired Temperatures. What a nightmare!
january, I took vacation time and was stood up for two appointments with the elderly man who was the technician (who told me that he was the only technician). He asked me to be patient with him, “I am slow, but I know what I am doing Ma’am. I do good work.” The third appointment, I didn’t take time off work, so wasn’t at home when he got there. Desired Temperatures came out and assessed the problem and gave the same advice, the indoor Trane air handler needed to be replaced (the out-door unit was still okay). They came, after several weeks of waiting, with a Payne unit. I was irate! It looked like a toy. It was visibly smaller and easy to carry. The delivery guys carrying the unit in were trying to explain to me that it was capable of handling my two-level, three bed-room home. The contract states “equal or better appliance”. The Payne was neither. It appeared to me like a problem waiting to give birth. Not in my home! I sent it back. After a long conversation on the phone, I let them know. First of all, a Trane cannot be matched with anything but a Trane or it will not opperate efficiently. The unit outside was a large, heavy-duty Trane, not a Payne. I sincerely thought I was being punked. After that, getting the job completed seemed to have gone downhill. After another very long wait – weeks that seemed like months. The elderly technician, (calls himself Bob) said that he would do the work for less than the other company $2900. I had to pay approximately $965 cash in non-covered costs; permit fee, new support structure, sheet rock, Freon disposal, etc. No exceptions. I called AHW back since they sent these clowns to me and they were ‘hands off’. “Ma’am that’s their policy.” So, I paid it. We made an appointment for him to come, so I went to work, stand by. He did that I’ll-get-there-sometime-that-day type of thing again and didn’t show. The next appointment about two weeks later, he called late afternoon, he said that he wasn't coming because it was too wet outside. About a week later, he showed up without calling (while it was raining). My son (18) was at home, so when he called me, I told him to let the man in. I was desperate and we were cold. He did some work and left. He left a mess. Insulation and trash were everywhere upstairs. Mud on the carpet. I figured he did that because the boys’ rooms were a mess. i was upset, but I guess he felt justified, so I had the boys clean his mess and their rooms. I looked at his work. It was incomplete, otherwise it looked fine to me, but I didn’t know what I was looking for. I called him and he seemed to know who I was (caller ID I guess), before I said anything. He said he'd be back tomorrow to finish. He didn’t show. And didn’t show and didn’t show. Eventually, one day he showed up like before. No appointment. He went upstairs and in the attic – back and forth. I called my son several times to check on things. Then like he came, he left. Bob called me and said someone had been upstairs messing with the duct work and that the warranty didn’t cover that. “I’ll fix it though when I come back. It got too hot up there today.” And I noticed someone made a hole in the sheetrock in the ceiling. I told him yes. That i did it when I went up there to see how bad everything was and fell, but I didn’t touch the duct work. As a matter of fact, I fell soon as I got up there, I told him. Bob made an appointment in May to work on the duct. When he went to my house, I was at work and Junior didn’t wake up to answer the door. Bob was highly upset. I apologized and explained to him that it wasn’t on purpose and that my son was asleep. That was sometime in the spring. I hadn’t heard from Bob since. I called so many times I can’t recall. I even called the home warranty company, so they could schedule an appointment. Their advice is to call Desired Temperatures and make an appointment. I always talk to a supervisor, because the reps get rude after they realize I am not easily pacified. The supervisors I talk to (I always have to go through the whole story again) advise me that Bob penned notes on my account that I am difficult to work with and that I refuse to make myself available for him to come and complete the work. I tried to explain that Bob is the one who is difficult. He doesn’t answer his cell phone. My family dealt with the hot Texas heat with window a/c units. They can be quite expensive to use. Well, it’s getting cold again. I finally gave in and called another a/c and heating company. The Better Business Bureau referred a reputable company. They were very helpful and courteous. I had the technicians give me an estimate to complete the work. I informed them that I had paid $2900 for a new unit and that the work was left incomplete. They looked at everything outside, in the attic and in the second floor unit closet. He wrote me an estimate for $1500. “Ma’am you were ripped off.” I would’ve replaced both of your units – inside and out for $2900, no hidden/non-covered costs. Then he got a flash light and showed me how the unit was not properly insulated in the dark places behind the new unit. There wasn’t a drip pan. The date on the unit reflected that it sat in someone’s warehouse for at least a year. It was dated 2007. The wires were not connected at all and the piece atop the unit was missing. In the attic, (I didn’t go up there for obvious reasons) he said it was a mess and duct work was literally pulled out. It wasn’t that way when I went up there. The new technician apologized for the last guy, Bob. Then, he told me to call and give Bob a chance to make things right. “I wouldn’t pay another cent to get this work completed. You’ve already paid too much!”
So I called Bob in September and again in November, I called with call block and he answered. He pretended to be someone else each time and said that he would give the technician the message. It is clear to me that he doesn’t plan on completing the work.
Please advise.

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joewhite
Beaverton, US
Aug 13, 2010 12:35 am EDT

I know an attorney preparing to sue this company now. If you have had a difficult time with this company, I would suggest you contact him at [protected] or email him at johnbranum@me.com.

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12:44 pm EDT

First American Home Warranty / First American Home Buyers Protection they lie to you - not everything is covered.

On Aug 25th, a repair serviceman appointed by First American looked at my heating unit and told me that he could not fix because it was still under warranty. I had to pay $55 just for this person to tell me he couldn't help me. Then I called First American. I was told that I should call the company covering the warranty to get it fixed. When asked if I have to pay another $55 to that company, I was told that I only pay $55 for each claim. Everything above that would be paid by First American. I sent my invoices on 09/05/08 to dicsover few days later they didn't have it. So I faxed these again, only to discover on 10/7/08 that they still haven't been processed. The CSA I spoke to (Carolina) said she had no idea why this wasn't processed. Today morning I received a call from them saying they will only pay for $165 from the total of $279.05. When I asked if they had a complaints department, the person I spoke with told me that they didn't have a complaints department and I could only talk to her. She would not let me speak and hung up on me.

I tried to register a complaint on their website but there is no link to do that. You can only register service calls.

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1STHOMEWARRANTY SUCKS
Henderson, US
Jan 15, 2013 4:40 pm EST

They have the worst customer service ever. I've opened a claim Monday early morning. They say the field tech will contact me to schedule an appointment. No one ever called me. Tech shows up unexpected Tuesday noon. He takes the $60 copay and leaves and doesn't ever call back for updates, nothing! He's supposed to fix the water heater AND garbage disposal and claimed he was never informed about the garbage disposal. I spoke to 4 diff agents to confirm if 2 services will be done under one copay, they all said YES. The other reason I called 4 different agents during a 3 day period is because First Home never calls me to update what's going on because the contractor has never called me either. It was a phone chasing game. Had to repeat my story over and over to 4 different agents, 3 other supervisors just to follow up on my claim. Then to find out later at the 5th day that not everything is covered and will have to pay $900 out of pocket. I pay every month for years and the one time i call for a claim, I experience the WORST communication there is AND I have to pay extra out of pocket after years of paying on time. Earthquake straps for a water heater are only $15-20. They were charging me $100 AND MORE DOWN THE LIST. For my first claim, I basically will pay $3, 000 for the water heater because of the 24 months I've been paying them monthly on PLUS the extra $900 out of pocket. Insurance and warranty companies are the worst corrupt businesses. They rob you more than helping you.

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First American Home Warranty / First American Home Buyers Protection contacts

Phone numbers

+1 (888) 875-0533 +1 (800) 327-9292 More phone numbers

Website

homewarranty.firstam.com

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