Kevin W Xko

Failed Air Conditioning after 5 days of recent purchase of house

After owning the house for approximately 4 days, the exterior air conditioner unit ceased up. We called the home warranty company and they assigned us to a local repair company, which said that we would be on his books the following week.

It was Friday and in the upper 90's outside and the interior of the house was measuring 85 degrees on the thermostat. As a home owner, I called another company to come look at the unit and tell me what might be going on as a precautionary measure. I did not have the unit repaired, leaving the repairs to the suggested home warranty repair company. I then find out that my claim had been cancelled and was no longer going to get repairs from the suggested company.

I made numerous attempts to get in contact with the local First American agent, as well as an agent in the company office, leaving messages for them to call me back, which never happened. As I see it, First American has very poor customer service and doesn't take care of the needs of the customer. Upon reassigning my claim back to the company's suggested repair company, I then find out my repairs are 8 days out, leaving me with no air conditioning for 2 weeks, in a recently purchased house. At this point I was told they could offer me "temporary relief", with offering me $150.00 to purchase a portable air conditioning unit.

I informed the lady that I had already gone to Lowes over the weekend and purchased a unit ($300.00) to try to get relief from the heat. She told me that they would not reimburse me as they had not authorized the purchase.What a crock of crap! Lady, first of all have you been to purchase a portable unit? Second of all, the temporary relief should have been assigned when I was told that it would be after the weekend and sweltering 85+ degrees in our house, much sooner than it had been offered.

Now we are stuck waiting 8-10 days in upper 90 degree weather for our air conditioning unit to be looked at, much less repaired. Dealing with this company has been an utter nightmare, and the lack of customer service is a very sore issue that hopefully others can avoid.

measure. I did not secure the company to repair the unit, leaving

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Cons:
  • Very poor wait time
  • As well as extremely poor customer service

User's recommendation: Find a different home warranty company, unless you don't mind waiting for numerous days to get you problem fixed and customer service of little importance to you!

1 comment
Mitchell I Ear

I understand your frustration. If you cancel they will charge you undisclosed fees, such as the money they have put out in service requests(even though you have paid a yearly fee and $75 service requests fees) and a $50 cancellation fee. Wait until your renewal date and don't renew with them.

Paula M Dgd

Not following through on their contracted obligation

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I am a single mother of 3 who has not been able to cook a meal for my family for over 4 weeks due to not having a functioning stove. I have spent more than 10 hours on the phone trying to get someone to complete the claim that was started back in May 2021. NO ONE in this organization returns phone calls or has any desire to assist me in resolving my issue. It's really sad, I have been a client for over 17 years, up until now the service has been adequate. I could not in good conscience recommend this company to anyone based on this last experience along with the added financial burden I have had to endure by not being able to cook at home. If I could post zero stars for my rating, I would.
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Loss:
$1800
Cons:
  • There service

Preferred solution: Deliver product or service ordered

User's recommendation: RUN AWAY - this company only wants your money and delivers nothing but frustration and disappointment

HAL H Naa

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Verified Reviewer
| map-marker Waynesville, North Carolina

EXTREMELY SLOW AIR CONDITIONING REPAIR

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Updated by user Aug 28, 2021

According to the repair tech, my warranty company is the best I can get. I have never has different company.

I wish that they had a consumer relations department.. The company doesn't seem to care that my repair process took so long. I first reported my trouble in May and the repairs were completed in August.

Isn't this unusual? If I hired a tech to handle my repair, he would have been more prompt.

Original review Jul 28, 2021
IT TOOK OVER A MONTH TO REPAIR MY A/C. THE TECH ON SITE SAID THAT HE HAD TO GET PERMISSION TO ADVANCE TO THE NEXT REPAIR PROCESS. HIS FIRST VISIT DETERMINED THAT MY FREON WAS VERY LOW. HE NEEDED PERMISSION TO DO A LEAK CHECK. THAT MEANT THAT I HAD GET BACK INTO LINE WITH HIS SCHEDULER. T THIS HAPPENED 4 TIMES
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Pros:
  • Just have to pay 75 dollar fee
Cons:
  • Every step of the technician has to be approved

Preferred solution: Apology

User's recommendation: TO PRE AUTHORIZE WHATEVER REPAIRS HAVE TO BE DONE.

Terry S Dmr

My daughter/granddaughter have been w/o central a/c since 5/28/21.

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First American was called 5/28/21 due to no a/c- now it's 8/10/21 in Arkansas with heat index over 100 degrees. It was either the warranty companies fault or the repair service that was contracted. This same warranty company allowed this same household to be w/o central heat/gas, for over 2 weeks when Arkansas saw the lowest temp in over 20 years- 0 -10 degrees daily-
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Pros:
  • Will never use
  • Customer service
Cons:
  • Lack of competence
  • Poor customer service and lack of follow through

Preferred solution: Deliver product or service ordered

User's recommendation: never spend a dime w/this company-

Freddie W Frp

Complaint called in never completed and unable to get status of intent to complete the service required.

It has been over a month since I called in a request concerning the problem with my garage door opener. As of today, September 1, 2021, I have been unable to get any information on the status of my request? If the request has been canceled or is currently active. I would like to know and understand what I need to do. If no answer is received by 9/15/2015, I will send a letter canceling the Warranty itself. Thanks for your attention to my request. T
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Preferred solution: Deliver product or service ordered

Linda P Kca

I needed to talk to a PERSON about my open case

There were no options to talk to a person about my open case. And when the automated computer said it was transferring me, it always hung up the call.
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Pros:
  • No pros
Cons:
  • Weeks since i placed my service clsim

Preferred solution: Deliver product or service ordered

User's recommendation: I really don’t know

Janet C Rjo

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Verified Reviewer

Horrible Customer Service & Appliance Replacement After 9 Service Calls!

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Absolutely HORRIBLE Service...I am on my 9TH service call for the same issue since September/October and 5 service contractors!!!!!!

I am being told they (FAHW) are sending a second...third...fourth opinion...now on 5th and this is after a couple of the contractors were called for service 3 TIMES!!!

OUTRAGEOUS that FAHW REFUSES to replace my washer as it cannot be fixed!!!

Unbelievable how many service calls and promises to no avail from FAHW supervisors!!! They lie when they say they will call you back...They DON'T!!!

I am yet again waiting for a service call to a contractor that I was assigned to 3 times ago and he was already out 2 times and refused the third time saying it cannot be fixed and now he is coming out for the 5th opinion...No consideration of my time lost with constantly calling and professional time lost as well...Again...OUTRAGEOUS!!! I am now being told by contractors that FAHW does not want to replace the washer because it is expensive and only 2 years old...I signed a contract with FAHW and they Signed with me...I did my due diligence and they are not doing theirs...Almost criminal!!! Extremely Unhappy Client!!!

Here is an email I was asked to send 3 days ago and then again today for yet another supervisor. The result is yet another service visit assigned after being told for the third time it was being referred for replacement...And the contractor assigned today was already assigned 3 service calls last month (Red and Blue Appliance) who stated on the third call last month they would not come out as it was a bad sensor issue and could not be fixed...They were shocked that they were assigned again to me today as FAHW algorithms should be showing replacement after all of these service calls!!!

Here is the email to no avail or consideration!!!

Hello:

I have been asked to submit this picture I had taken of the system error code I receive from my washer when it breaks down.

Which is every time I use the top washer!

I have been filing service complaints for months for this system error that occurs every time I use the top washer.

You have assigned 4 contractors to come out and repair the same problem and it is never fixed. All within the same service complaint/request!!!

They somehow get it restarted or reset it but...as soon as I use the top washer it breaks down again with this code.

All four contractors either told you or me (the last one AA Door told me) they will not come back again because it cannot be fixed. I told AA Door on February 17th that he would be back again as it is going to breakdown again when I use the top washer and he said he would not be back! I was told 3 contractors ago that you were sending Red and Blue Appliance out as a second opinion for replacementWell that was an untruth as you sent them 3 times of which the third time they refused to comeYou then proceeded to assign me to 2 more contractors!!!

How many times and contractors are you going to force me to go through before you finally replace this washer???

I have lost so much personal and professional time dealing with the endless hours on the phone with you and the multiple contractors coming out to address the same issue with this washer over and over again for months!!!

Now this is my 9th call for service for the same exact issue.

Please see below the picture I have taken tonight to show you the error code that appears. The contractors and I have done all the steps required in the Samsung handbook to clear this code to no avail.as well as whatever the contractors do separately.

I must unplug the machine as the washer will just keep cycling and will not power off and then begins to leak water out the bottom. I am concerned now because you are refusing to take action to replace it that I am going to have water damage due to the multiple resets from the contractors ...and then when I use the top washer it breaks down, the code appears and it starts leaking from the bottom.Cycle continues and continues over and over again with the same problem and same error code!!!

It is time for this to be replaced!

I have done my due diligence with you with these multiple service calls to no avail.And you have done so as well!

I was told someone will call me tomorrow, I was told this 2 weeks ago before you sent out AA Noor and no one called me. And 2 weeks before that I was told the same thing and that I was assigned a service rep Kevin Campus and that he would call and he never didI even left him 2 personal messages which went ignored!!!

I am expecting a call now from a supervisor to resolve this problem that is not going to go away!

Sorry could not upload picture...The error code for top washer ILC1 and lower washer LC1.

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Pros:
  • Sales pitch
Cons:
  • Disrespectful of your time and concerns
  • No replacements and endless service calls
  • Horrible customer service

Preferred solution: Replacement of Washer after 9 Service Calls Ordered and My Time Totally Disrespected!

User's recommendation: Buyer Beware!!!

Anonymous
map-marker Modesto, California

I feel i got rip off!

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I needed my water heater replace and they told me it needed modifications they charged me ov er 400 dollars and and gave me a cheap one for 250, why do i need insurance if i have to pay that much? The water heater setup was more simple then the one they took out! Im not even sure if it was done right.
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User's recommendation: Do not go with them they use manipulation tatics and are not honest

Anonymous
map-marker San Francisco, California

Bathroom leak

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We contacted FAHW beginning of a month due to suspected leak inside our bathroom wall . Took well over a week to have a plumber come out to evaluate and confirm.

After numerous calls and run around they would deny repairs and pass me over to other representatives that would reassure that the repairs would be done. Spoke to a representative named Alex who was supposedly a tier 2 representative, and she reassured us that they contacted a plumber to come back and fix the leak. It's almost 3 1/2 weeks with no repairs. My lower bathroom wall is now soaked, and entire flooring ruined, obviously more damage in between walls that we cannot see yet.

We contacted them today, and they gave the usual run around and then stated they will NOT cover repairs. We decided to contact the plumber that they stated they notified, and they denied all claims of FAHW contacting them with the OK to repair. FAHW has been a complete headache and caused our family a lot of burden emotionally, financially and now physically since we had to shut off all the water to our house today to try to stop further damage.

They deserve negative stars if it was an option. Shame on you FAHW!

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User's recommendation: Stay away they make false claims, empty promises

Jane N Oco

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Verified Reviewer
| map-marker Houston, Texas

Angry and unsatisfied

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We contacted FAHW June 23, 2021- 3 1/2 weeks ago pertaining to our AC not working. We live in Houston, Texas where it is very hot and humid this time of year. We have been given nothing but false promises and lies.
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User's recommendation: Avoid FAHW at all costs.

Jacki S Mcr

Bad service

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Our air conditioner went out on 7/2. We were told the replacement item was ordered on 7/6. On 7/10 the distribution company had not received the order. The temperature has averaged 113 degrees for the past week. We have elders in the home, so it has been impossible to remain in the home. First American kept passing the buck to the contractor. We will NOT renew our contract with FAHW.
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Pros:
  • Having help with appliances
Cons:
  • Contractors that work for them
  • No follow through

Preferred solution: Deliver product or service ordered

User's recommendation: beware

Anonymous
map-marker Oxnard, California

Not covering items

They are using to many excuses not to cover stuff. Even tried to say I had a gas leak at the meter not to cover the hot water heater. Gas company came out said all pipes were good and its a bad water heater. They wouldnt even change a leaking garbage disposal that was going bad and locked up.
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User's recommendation: Don’t use them

Lori M Lpa

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Verified Reviewer

My daughters condo had an old air conditioning unit with a connected furnace. Unit is on the roof and it has been difficult to schedule to have this replaced per warranty. Worst warranty company ever

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The warranty company let my contractor and myself know that the parts were in contractor ordered a crane.. when the contractor went to pick up the parts none of them were ordered or in. The contractor is out $150 and my daughter is in a condo for a month.. contractor is putting Freon in a dying air conditioning unit in order to keep my daughter is comfortable as possible but first American Warranty is the worst company ever.. no customer service.. all Scripted *** that doesnt make sense
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Loss:
$150
Cons:
  • Horrible communication and follow through
  • Lack of competence

Preferred solution: Deliver product or service ordered

User's recommendation: Scripted *** that doesn’t make sense

Anonymous
map-marker Bellevue, Washington

Been lied to three times

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I have been lied to on three occasions over the last 18 days. We have been without A/C that whole time. We have been told three times that the part was on order and would be here in 2-5 business days only to be told the same story three times. My wife is a heart patient heat makes it hard for her to breath. She has COPD& open air with particulate matter is a problem getting more concerning daily. I am furious to be lied to constantly. We are elderly people sbd this company couldnt care less about its customers needs.
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User's recommendation: Don’t use them

HAL H Naa

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Lack of communication

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I reported my heat pump not working in late May. If you tell the answering machine that your Air conditioner isnt working, it will tell you that you arent covered for Air conditioning. You are required to call it a heat pump, which is insured. I had to initiate each call for a status report. I was told that they would get back to me in 2 business days. Really? 40 days later?
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Cons:
  • Dont
  • Dont seem to care that we are elderly & physically handicapped

Preferred solution: Let the company propose a solution

User's recommendation: research your internet.

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