First American Home Warranty
Reviews and Complaints
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
- 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!
Not following through on their contracted obligation
- 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
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Verified Reviewer | Waynesville, North CarolinaEXTREMELY SLOW AIR CONDITIONING REPAIR
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.
- Just have to pay 75 dollar fee
- Every step of the technician has to be approved
Preferred solution: Apology
User's recommendation: TO PRE AUTHORIZE WHATEVER REPAIRS HAVE TO BE DONE.
My daughter/granddaughter have been w/o central a/c since 5/28/21.
- Will never use
- Customer service
- 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-
Complaint called in never completed and unable to get status of intent to complete the service required.
Preferred solution: Deliver product or service ordered
I needed to talk to a PERSON about my open case
- No pros
- Weeks since i placed my service clsim
Preferred solution: Deliver product or service ordered
User's recommendation: I really don’t know
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 ReviewerHorrible Customer Service & Appliance Replacement After 9 Service Calls!
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.
- Sales pitch
- 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!!!
I feel i got rip off!
User's recommendation: Do not go with them they use manipulation tatics and are not honest
Bathroom leak
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!
User's recommendation: Stay away they make false claims, empty promises
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Verified Reviewer | Houston, TexasAngry and unsatisfied
User's recommendation: Avoid FAHW at all costs.
Bad service
- Having help with appliances
- Contractors that work for them
- No follow through
Preferred solution: Deliver product or service ordered
User's recommendation: beware
Not covering items
User's recommendation: Don’t use them
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 ReviewerMy 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
- Horrible communication and follow through
- Lack of competence
Preferred solution: Deliver product or service ordered
User's recommendation: Scripted *** that doesn’t make sense
Been lied to three times
User's recommendation: Don’t use them
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 ReviewerLack of communication
- 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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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.