First American Home Warranty / First American Home Buyers Protection

Complaint against First American Home Buyers Protection Corporation and Around the Clock Inc.

On Friday, May 31 at 6 AM I entered my garage to find my water heater leaking. The water was damaging the platform it stood on, several boxes of memorabilia and a storage cabinet. I immediately turn the water heater off and called First American Home Buyers Protection Corporation. I explained the problem & stated it was an emergency because it was damaging my property. It also was keeping me from a shower, use of my dishwasher or even the ability to wash my dishes because I had no hot water. They politely opened a case #[protected]. I was informed that the vendor assigned would call me and be at my home between 8 AM and noon.

Around 10 AM, Harry the Handyman arrived as they said. Hew was working on behalf of Around the clock plumbing. I showed him the problem. He promptly said, yes we will replace your GE water heater but let me write up a work order. The work order #47586 had 50 gallon GE water heater gas. Gas Line $30.00, TCP Pressure valve $65.00, Sediment trap $50.00, vent modification $60.00, Permit Las Vegas $90.00 and disposal $35.00 totaling $330.00. I stated that was ridiculous, it is in warrantee and the parts they described were in good or perfect condition and did not require changing. He said not to worry, that the insurance company would review the charges, and I only had to pay for those not covered. I recanted it doesn’t need any of these. He said the insurance company will review that. He said he would leave here, go to one more stop and be at the office by noon. He would then turn the report over to the insurance company, and we most likely could have a heater in place by Saturday morning.

No call Friday afternoon so I called the Insurance Company. They had not heard from Around the Clock Inc., but they would call them immediately. They could do nothing until they received the report. I said I have it in my hands. They replied, they needed it from Around the Clock Inc.

Saturday morning I called the insurance company again. No report for Around the Clock Inc. but they would call again. I looked up Around the Clock Inc.and found they have an “F” rating from the Better Business Bureau. I called the insurance company in the afternoon and still no report from Around the Clock Inc. I informed First American Home Buyers Protection Corporation that Around the Clock Inc has an “F” rating for not turning in reports or returning phone calls. We are now well into the second day and this was unacceptable. I also disagreed with all of Around the Clock Inc. extra charges because I had by now contacted a friend, who is a plumber. He informed me that, unless each of these items was defective, they need not be replaced. The vent modification was absurd as it is part of the regular replacement of the water heater. The removal fee was unnecessary as I could leave it by the curb for pick up at no charge. The only charge he said was acceptable was the Las Vegas Permit, but it only costs $54.00 they are charging $90.00 which I was excessive. First American Home Buyers Protection Corporation assured me they would contact them once more and get the information.

Sunday arrives, no call from First American Home Buyers Protection Corporation. I called and First American Home Buyers Protection Corporation also had not received a call from Around the Clock Inc. I reminded them of their “F’ rating and for that very reason. How could they expect them to be other than what they are rated at? They now had proof they were incompetent. We went through this twice on Sunday with no calls from either again.

Monday is now a holiday. I called First American Home Buyers Protection Corporation. I recanted the problem still exists and it now day 4 for an “emergency repair”. I asked for a supervisor. The phone handler spoke with the supervisor and came back to me. The supervisor says that Nevada has very strict laws requiring an emergency repair be reported immediately upon leaving the residence and they are now 4 days late. First American Home Buyers Protection Corporation has a contract with all of our vendors to have a 24 hour manager we will contact, and get the report immediately. Great!
Monday night after two calls to First American Home Buyers Protection Corporation and still no report. They refuse to act until they get the report. I offered my copy but they refused. I then reminded them that they had sent out another vendor earlier last year for my dishwasher who also has an “F” rating. I said, you say your screen vendors but the record so far is pathetic. I was informed if I was unhappy with the vendor; I could take a buy out and do it myself. They would not send another vendor.

Tuesday morning, day 5 of the same routine with First American Home Buyers Protection Corporation. I was assured they would get the report. I reminded them my house was not functioning because I had not hot water for 5 days now and could not shower or do dishes without hot water. They had to call Around the Clock Inc. until they get a report. No exception. Finally, on Tuesday afternoon after a supervisor had said he would call while I was on the line. He had to wait so long on hold with Around the Clock Inc. that he got back to me on hold & said, I’ll call you back as soon as I get the answer.

Two hours later he did. He left a message. He said I had to pay everything but the gas line and disposal fee providing, If I dispose of the unit myself. That would reduce the cost to me to $265.00. I had already paid them $55.00 for the service call as required. The $265.00 was additional. He also stated that if I preferred a buy out, it would be $90.00. I called them back and spoke to another supervisor because I knew I had not heard correctly. She said I have only two options, pay the $265.00 additional or take $90.00 and do it myself. Neither was acceptable but I had no choice but to pay the $265.00. They told me to call Around the Clock Inc. and arrange the appointment. Too late for Tuesday.

Wednesday, day 6, no showers, dirty dishes Harry arrived at 9 AM. Harry had to remove my water heater and return it to Home Depot for exchange. He returned with the new water heater and proceeded to charge me $265.00 for items that did not need replacement. The installation was done correctly to my knowledge but not at a reasonable cost or timely. They took nearly 3 months repairing my dishwasher which I could not use for that period of time. Both vendors sent had “F” ratings.

I looked up First American Home Buyers Protection Corporation on the internet, and they have at least 2 blogs now recanting the worthless uncaring slow services not covering what they say they do in black and white. Many many complaints, Several lawsuits and class actions appear to have been filed or are being filed, and I plan to join them. If you do business with First American Home Buyers Protection Corporation or Around the Clock Inc, knowing this, I would say you are foolish at best.