First American Home Warranty / First American Home Buyers Protection
Reviews and Complaints

Washer went out in april, repairman came out, looked at washer & ordered part, installed part when received, still not working. Ordered more parts, when received made appointment, 2nd repairman claimed he showed up & we were not home. I live in a gated community & you cannot get in without permission of homeowner, my husband & I were home waiting for him, nobody came over-the repairman lied! We called fahw, was told someone would be assigned to us to help to resolve problem, nobody ever called us, we had to call to get another appointment. When a repairman did show up (1 1/2 month after claim was 1st submitted) the washer was now working, repairman did absolutely nothing. He did not know why it was working when it was not before. He loaded up the parts & took them back to his shop, said if it started having problems again call fahw to schedule appointment. Washer is now doing exact same thing, repairman came out 7/6 he could not find what the problem is, said he was submitting a request to replace the washer. On 7/9 called fahw to follow up on claim, I was told a person would be assigned to us & he would call or email us within 24 hrs, no call or email received from fahw. I called fahw first thing today 7/11 & am now told that a part was ordered by repairman, eta is 7/17 on part. Was told brandon valdez had been assigned to us & that he had called us on 7/9 at 5:00 & left a message on our phone. My husband did not get any call from brandon, let alone a message. We use cell phones, do not have a land line so we have a record of all calls coming in on our phone. What the hell are you people doing down there, you really need to get your act together down there at fahw. I left a message for brandon to pick up the phone and actually give me a call

I contacted First AM on March 28th regarding a plumbing blockage. They sent "Thomas Plumbing" to my house and they claimed it was a bulged drain pipe under my house that was improperly installed. He said he would return in two days to bring his equipment. Thomas Plumbing never returned. I contacted First AM on March 30th and they tried to contact Thomas Plumbing with no luck. They stated that I would just have to wait. After a week with no contact from the plumber or First AM, I contacted a reputable plumbing company to fix my drain pipe. After $867.00 in repairs, plus my $95.00 service fee, I contacted First AM to see what they would do to reimburse for the repair. They said that they might be able to reimburse the $95.00 service fee but nothing more. What is the point of having a home warranty company that forces you to pay for repairs due to contracting shady companies. Stay far away from First American and do some research on better companies. That's what I'm going to do.

We purchased a condo and had First American for the home warranty. The drain pipe to the wet bar is leaking at the base of the pipe and foundation
First American sent out a plumber who told us it would be covered in his opinion.
Of course First American denied the claim stating it was a shared pipe. We asked for a second opinion as the unit above does not have the same set up and HOA stated that it was a vent pipe.
The second plumber stated that he could not determine that the pipe was shared with the condo above. He also stated he had never done work like this before and did not appear to want the job.

Of course FA denied stating that the second plumber stated that it was a shared pipe. I told them that he was unable to determine. They changed their story and said yes that is what the plumber said but we are still denying the claim.
Fight all the way to small claims court

First American Home Warranty was contacted on 12/ 11/2017 to report a leaking water pipe inside the wall in the garage of my house. A plumber was sent by First American to inspect and repair the leakages.
However, the plumber gave the wrong information that the leaks were outside the house and this report made First American to decline the repairs of the broken water pipes.
I was compelled to call the Las Vegas City Water Company who sent their Service men for inspection, who later confirmed that the leakages is inside the building and therefore the responsibility of the home owner.
The Las Vegas Water Company is now requesting that they be contacted by First American Home Warranty on [protected].
It is important that First American call as soon as possible the Water Company in order to stop the excessive water bills that has accrued due to the leaks.
The Claim number given me by First American is [protected].
Will appreciate if the matter is resolved urgently.
Thank you.

starting around August 7 we called regarding our dishwasher. We have had a contract with them for 1 and 1/2 years, pay our pmts on time, etc. We called 7 days later they sent our Sears (cause it was a Kenmore) who only looked at it and said it needed a timer. Said parts had to be ordered and would take a week we were going on vacation so sat it up for the following. Also he took a check for the 75.00 service call and said he could not take a credit card? First of all we should not have to pay till fixed! But anyway two weeks later timer was put on, was told if that didn't work may need a heater coil. We had just had new granet counter tops installed a month earlier at a 3000.00 price. We left the dishwasher running while we ran a errand. When we came back a few hours later our new counter top was so hot you could not even put your hand on it, my plastic cups had melted and a few other items that had been washed for many years, OUR HOUSE COULD HAVE BEEN SET ON FIRE! Also I was afraid my new countertops might crack! We called again and even told them what the guy had said that it might need a heating coil, well a week later the Sears guy came back out, no coil but looked at it and ordered one and two other parts...another week went by and for the 4th Day of waiting 8 hours *a total now of 32 hours, our time is also important! Now the day which is now 6 weeks into the first call we have waited and called and was told he was running late, after bbeing told 8 to 5, then 2 to 5 then was told he was running late, at 5:30 we are still waiting and called and was told we were not home! Now we've been here all day, and even left our garage door open showing 2 cars home plus people were out mowing our yard...either he didn't ring doorbell or walk into garage to kitchen door OR he lied! Really, 6 weeks without a dishwasher, our condo almost burned down which would mean that the others would have gone with it plus 32 hours of our time waiting and STILL no dishwasher. To date we have paid monthly 45.00 for the contract and paid 75.00 service and we have received nothing but stress and anxiety! Worse service possible! NEVER USE THEM AGAIN, AVOID AT ALL COST. Also we would like our money back as they are not fulfilling their part and also our 75.00 service fee plus 27.00 per hour (my husbands rate of pay) for waiting every time as it just stresses me too much to deal with it anymore! Realtors should be ashamed to sign people up for this service!

My air conditioning unit at my house has been broken since July 28 but First American Home Warranty company wont fix the issue which is not legal. The work order numbers for the a/c issue are [protected], [protected] and [protected].
My air conditioning unit went out at my house in McKinney, TX on july 28 which in which it was 100 degrees inside of my house which is illegal. I have small kids in my house, pets therefore I called first American that night to explain to them that I had an emergency situation with my ac unit going out and that I needed them to send a a/c company to my house that same day but the representative on the phone stated that they couldn't help me as they have 24 to 72 hours to have someone come out to my house in which I stated was a life threatening situation, someone could die, illegal, unethical and that they needed to get someone out to my house the same day therefore I told the rep who told me that per the contract with them that they don't have to send anyone for 24 to 72 hours so I asked to speak to a supervisor. I had to call back 3 times because no one would transfer me to a supervisor or the supervisor was unavailable so when I finally got to a supervisor which wasn't until later that that night the supervisor informed me that they would escalate my request to have the company North star mechanical at my house at 8 am so I stated that is fine. My family and I had major issues sleeping and breaking that night since it was 100 degrees in my house. I was upset because I know for a fact that the home warranty company could have had someone called any of the a/c companies that are open 24 hours to come out to fix my a/c but they didn't do that even though I requested it. The company they assigned to me was North star Mechanical so I tried to call the company the next morning to see what time they were coming to my house but they had a 30 minute hold time which is horrible service and when I finally got in contact with someone she told me that they wouldn't be able to come to my house for another 24 to 48 hours so I informed her that it was an emergency and that a supervisor at First American informed me that it was escalated and that someone would be at my house at 8 am but she told me that I needed to call the home warranty company back to get it escalated so I had to call the
warrant company back again highly upset so they had to call northstar mechanical back to escalate my request so then no one got to my house until 1pm in which I had to miss work. The contractor came to myhouse and supposedly fixed my a/c unit but I could tell that it wasn't fully fixed as he didn't know what he was doing and I was right because on August 13 my a/c until started leaking water in my house as it broke again so I had to call the home warranty company again to tell them my a/c was once again broken and they need to send a real a/c company to my house that actually knows how to fix a/c units because my house was 100 degrees, it wasn't cooling and my electric bill was increasing. I informed them that I wasn't going to pay the $75 service fee to northstar or the other company since the issue wasn't fixed. It took another 24 hours for this other company Lumart to come to my house and the guy tried to charge me $275 out of pocket in addition to the $75 out of pocket service fee saying the evaporator coil was dirty in my ac unit which wasn't covered by my warranty so I refused to pay it because I'm pissed at this point so he stopped the leak and I thought my a/c was fixed but my house still wasn't cooling so I had to call warranty company back again to complain but they stated they couldn't do anything. I asked for the $75 to be waived as they tried to charge me for 2 different companies but they only waived one fee. I already pay $53 a month to fix things that break yet my a/c is still not fixed so I'm being robbed. Last night august 27 my a/c went out again for the 3rd time so I called the home warranty company back telling them that the 2 companies they keep sending out to my house don't know how to fix, repair or replace anything. They sent the same company Lumart to my house today who stated that I need an entire new unit but said that I would have to pay out of pocket expenses from $400 to $1000 as the home warranty company wouldn’t cover everything therefore I was beyond upset. I want a refund of the $75 service fee, I want a brand new a/c untit which should be covered under my home warranty plan, I dont want to pay any out of pocket fees for the until, installation, labor, electrical, wiring or connection for the new. Ive already had to miss 3 days of work and training for this issue. I have emotional issues, anxiety, depression and other health issues which have gotten worse since my a/c unit hasnt been working properly for 3 days therefore I want to be compensating for my pain, suffereing, emotional distress, the contractor tryig to rip me off, the home warranty company not sending someone out to my house the first time to fix the issue. I am asking that my services with first american home warranty be cancelled, I get a full refund of the $53 that I have been paying a month this entire year, I want this issue to be resolved this week as I cant survive in this house without a workable a/c unit. I am trying not to go call my attorney to sue first america home warranyt, Northstar mechanical or Lumart but if this issues isnt resolved soon I will have be forced to file a lawsuit against the company, contact the media and all the social media outlets as this is not way to treat a good customer. People shoud be aware of how these home warranty companies take our money every month but when we have an issue in our homes that need repaired, replaced or fixed they wont fix the problem or try to charge huge out of pocket fees. I am a single black female and I feel as though I have been lied too, taken advantage of and I still dont have a workable a/c for the last 30 days. I want a new a/c unit, no out of pocket expenses, refund for the service fee, refund for the $100 that I had to pay my own a/c company to come out today to clean the evaporator coil in the a/c since the home warranty stated that they wouldnt come back out to fix my a/c until that was done stating that wasnt covered as part of the a/c warranty which i said was insane. I want a total refund of $175 and I want a refund of the $53 that automatcially comes out of my account every month for the home warranty policy thefore I want $200 refunded back to me from that as I have lost income from my job, been in pain, suffering, and emotional distress. The home warranty company and the contractors that they sent to my house are all part of a scam as they try to get me to pay out of pocket expenses saying that the repairs aren't covered or that my a/c unit is broken but I called a different ac company on my own because I figured that I was being scammed and the company that I called told me that my a/c isn't broken so the home warranty company and the contractors they send are trying to get money from me which is illegal

On 6/13/17, I placed a service request with First American Home Warranty to service my AC unit which was not cooling. A technician was dispatched on 6/23/17 and made an assessment. He said I had a leak somewhere, and needed to inject dye into the system to locate. A few days later, the tech returned, found the sources of the leaks, determined that I needed a new condenser and air handler. He said the company would call to schedule the work. A week later, I received a call from Memphis Air Care stating that there were various uncovered items that I would need to pay for, all totaling about $900.00. I declined to pay that and was told to call FAHW, which I did. They said I could opt for a cash out payment (presumably to pay for the cost of the equipment) so that I could have the work done myself. Three weeks later, I had not heard from anyone, so I called. It wasn't long into the conversation when it became clear that the representative was attempting to deceive me. He first said he showed that they had sent a letter weeks ago (they hadn't). Then he said that no letter had been sent because the repair had not been authorized yet. He then quoted a dollar amount of over $1200.00 that I would receive. He then proceeded to put me on hold for an extended period of time so he could look at some things and get the payment authorized. After 20-25 of being on hold, he came back, said that he still was not finished, and asked if I wanted to continue to hold or have him call me back in 10-15 minutes. I opted to be called back. Several hours later, he called me back, and said that the amount of the cash out was now $977.00, a drop of about $300.00 (he said to cover what it would cost FAHW to purchase the equipment). As I felt this was my only option, I accepted. After thinking about it and researching, nowhere could I buy a condenser and handler for $977.00. I can't buy the condenser alone for $977.00. I asked the rep if he could send me written information on what repairs the vendor said were needed, and he said he was not able to do that.

I have no confidence that what I was told was honest or accurate, and in my heart, I believe that I was intentionally deceived. The rep was not a very good actor and stumbled through the call. I am perfectly willing to seek legal counsel to get the information I'm seeking from FAHW (although I'm pretty sure it too would be falsified).

I do not recommend FAHW

My HVAC system was never repaired. Going on 5 months.
First American Home Warranty (FAHW) is not what they represent themselves to be. When you open a service request, it takes them 48 hours or longer to schedule an appointment to come to your home. The problem, what ever it is, will not be resolved, and you will be very unsatisfied with the technicians they send to your home.The contractors they use are either new companies that have not built up their own clientele or companies that have done an extremely poor job servicing their own customers and fail to get enough recommendations. FAHW is a very "hands off" company. They contact the service technicians, and then it's "hands off." There is no follow up to see if the issue was resolved. You, the customer, are expected to contact the technician if they do not contact you within 48 hours. I have had an issue with my HVAC since last November (5 months). A variety of techs have been to my house each finding something different and each passing the buck onto a different group. The HVAC compressor was held together with wire and string put there by one of the techs sent out. We finally paid a reputable company to look at the system and take care of the problem. The contractors used do not want to actually fix the problem, they are there to apply bandaids only. They are only paid pennies on the dollar to fix your problem. FAHW does not allow them to purchase parts or do work other than very minor fixes. Do not waste your money or time using this company.

Just bought a new home. The inspection said the HVAC unit was operational. Since we bought the home in the winter, the AC was not needed. Now that the weather is warming up, we turned on the AC and it needs repair. First Am has spent the last two weeks trying to not accept the claim. They continue to say it was pre-existing. As the inspection said it was operational, we as the buyers were unable to know if it wasn't. It is very disappointing that a company that claims it supports its customers would spend so much time doing just the opposite. If I had known that they were this difficult to deal with, I would have gone a different direction. Even my realtor has contacted the company and local representative to explain she will not be recommending First Am if this is not taken care of properly. I am still waiting. My family is suffering from the heat in the house and we remain highly disappointed.

First American Home Buyers Protection Corp. is trying to charge me for a service fee on a service call I clearly stated was not a plumbing issue. There are no pipes in that part of the ceiling. The dispatcher said they needed to start some where to isolate the problem. I told her I did not want to be charged for something I know is not the problem. She assured me that if the plumber came back and said the same thing they would determine how to proceed and would not charge me. My tenant said the plumber asked why they dispatched him when there were no pipes in the ceiling (my same question).
On 2/11/17, I called First American and relayed this information to them after receiving a bill for a service fee for the 1/13/17. I was told that I was responsible for paying the fee.

Wit this type of response, the integrity of this company has dropped considerably for me. This needs to be rectified soon. I not (no threat), I will go outside of First Am and make a complaint.

I put in a claim for my air conditioning unit not working. I live in Arizona where the day time temperature is between 90 and 100 degrees. The first appointment First American Home could give me was not for 4 days. They assigned the repair to L and S air conditioning. The service day was Sunday between 10AM and 3PM. I waited all day for the repairman. When he came at 2:45PM, he spent a total of 15 minutes and told me that the unit needed Freon. First American led me to believe that the unit was going to be repaired. The repairman said that the unit needed Freon and pin hole additive. He told me that he didn't have any with him and could not do the repair. He said he would submit a report to First American Home, and left. I called First American the very next day in the morning. They said that they didn't get the report and that it could take up to 48 hours. I told them that I already waited 4 days for the repairman and it was unacceptable to me to have to wait another 2 days just to get a report. After much discussion, I was told that they could get the report in a hour and that someone would call me to schedule the repair. No one called me. At 4:30 that day I called back and asked for a supervisor. I was kept on hold for 30 minutes and then the phone went dead. I called back and finally spoke to a supervisor named Louis who told me that there was nothing he could do because they never got the report. He said that I would have to wait another full day for them to get the report. I asked him when the actual repair would be scheduled. He said that he couldn't tell me. I asked for a phone number for corporate to speak to someone about my problem. Louis told me that they did not have those phone numbers and that there was nothing further that he could do except send an e-mail request for the report. It will be at least a week before I hear about an appointment if at all. So far I have made 6 calls on this claim. The claim Number is: [protected], and my contract number is: [protected]

First American almost always pays to get appliances fixed or replaced. But...they also almost always deny your claim at first. They will always come back with some reason that they are not responsible for replacing your appliance - usually saying it was misused (how do you misuse a refrigerator?). They make us jump through hoops each time we put in a claim. We have to prove we didn't misuse our refrigerator/microwave/air conditioning, etc. We reported our microwave being broken on 8/29. It is 10/15 and we are still fighting them. It is extremely frustrating and surely other home warranty companies are not as bad as this. See the picture attached - just a small piece of plastic broke and they say the ONLY way that could have happened was due to misuse. Typical flow of a claim -> You submit it. Wait for the contractor to call. They don't. You call them. Set up appointment. They come out and tell you everything is fine, they will get to work on fixing it. Days later - call FA to find out what is going on with claim. Find out that the claim is denied. Ask for Supervisor. Still denied. Threaten to leave, file complaint, etc. and get off the phone. Several days later (and 3-4 weeks after initial claim) - a rep that cares about customers calls back and tells you the appliance will be fixed or repaired. ALMOST EVERY TIME. So far they have never actually ended up not paying, but it would be nice not to have do the dance every time.

I was seriously considering getting a home warranty with this company, until I started seeing these irritating commercials over and over. The main ladys voice is irritating and beyond annoying af! Puts me in a terrible mood every time. Not a good way to attract customers. Also the other people that say they are customers sound and say some stupid things. I thought they just edited it to make them look stupid, but I started thinking. If these people really are customers after seeing this annoying commercial, and it persuaded them to do business with this company. Maby they really are just as stupid as they sound in the commercial. Please get a new spokeswoman with a decent voice! Not this annoying nasally.

A/C went out on May 25. First American Home Warranty (FAHW) assigned North Star Mechanical (who has a one star rating on Yelp). North Star Mechanical (NSM) was supposed to come out on May 27 between 2 and 6. They did not show or even call to say they would be late. I called FAHW to tell them of the no show. When I mentioned water damage to our ceiling from the A/C, they upgraded our request to "emergency" status meaning they will resolve the problem within 24 hours. NSM finally showed up at 9:30 at night and attempted to diagnose the problem in the dark with just a flashlight. They added 4 pounds of Freon which made the house a little cooler that night. However, the next day the problem was back as the Freon leaked out again since the leak had not been repaired. FAHW and NSM were informed and four days later NSM sent another tech. He found a leak in the evaporator coil. He said there would be $1, 660 of alterations needed which are not covered by FAHW. I went through the list with him and he said most of the alterations did not apply to me so I needn't worry about it. However, when I called FAHW, they said that number had increased by almost 50% to $2, 400 of "uncovered" costs. They said that they are obligated to pay for parts and labor but will do nothing for me (in the Texas heat for 10 days by then) unless I agreed to pay the $2, 400 in "uncovered" expenses. I contacted a reputable A/C contractor (Lapoint Services LTD) and paid them $288.03 to diagnose the problem. They said the exact evaporator coil is readily available and even had Trane put one on hold for them. They told me that no alterations or modifications of any kind are needed - just the part and the labor to install it - and the total cost for everything (part, labor, sales tax, Freon, everything) is $2, 110! That is almost $300 less than FAHW wants me to pay for just the unneeded modifications! We have now been sweltering in the Texas heat for almost two weeks (with no end in sight) as FAHW refuses to do the job they are contracted to do unless I agree to pay them $290 MORE than the retail price of the entire repair!
My only option at this point is to authorize the reputable company to do the repair (cheaper than using home warranty) and then file suit in small claims court for the damages and expense incurred by FAHW's failure to perform their contracted obligations. I have over 5 hours of phone conversations with FAHW recorded on my cell phone.

Let me start of my saying working with First American Home Buyers Protection Company (FAHBPC) has just been a nightmare when buying and being in our new home should be a wonderful feeling. We moved in November and our realtor forgot to add the home warranty into our closing, she when she had to pay out of pocket she choose this company. First Mistake we learned. We would have researched but seeing how she was paying for the mistake we didn’t think much about. Seeing all the lawsuits against this company and bad reviews and the fact that they are not even in the 10 in consumer affairs, we would have not chosen them.
Our first call was in December of 2015 to FAHBPC because the smell from the bottom of the shower drain was awful and would fill the house. They sent horrible company called advanced Plumbing who literally open the shower door looked down and just told me I need to re-caulk around the drain and that the water was leaking through there. So over the weekend I caulked waited 2 days to use and about a week later same smell, so it was not caulking there is a leak somewhere. Call FAHBPC again and they send the same two stooges out again. They say the same thing again and says there is nothing they can do. So we have a Marble guy come in as our entire shower in marble and he informed us that there are cracks in the Marble. Well you cannot caulk marble on the floor I understand around the drain, so I would expect that the floor of marble is damaged that is something that should be repaired, but if FAHBPC contractors do not say so then the work does not get done. So what am I buying buyer protection for? So two calls, we out of pocket to have someone on our own come and complete the job for us.
Our Third call came here in May 19th TO FAHBPC when we had water running out the bottom of our water heater. Called at 8am, Plumber was the Mr. Rooter, was there about 10amish, Said we need a new water heater and that if he could get the PO that day he could get if fixed. We wouldn’t be out of hot water for even one day but need the PO from the company, which he had already gotten approval to replace. By 4pm they had not received the PO So I called FAHBPC and oh the guy handling didn’t follow procedures and we still need to approve. Yes we approve, we now we have to send it over our purchasing department and it could take up to 24-48 hours for approval. Plumber called again this morning May 20th and still had not received PO. So I called and now they it is a special order and we would be lucky if they can get it my Monday. So that is 5 days at least without water. That’s no baths, for the family in the house, no cooking or cleaning for 5 days at a minimum. Now remember FAHBPC has classified this as an emergency. I asked if we have any more damage done because of the leaking water if they would cover that and they said not they do not cover secondary damage. I am like what a minute, I told you about this within hours and you are taking days on an emergency. So they suggested we shut the water off to the house. We know it can be shut off to the heater but that was their suggestion. Live without water for 5 days. And of course the guys on the phone at FAHBPS have no clue, all I get is we have process and they all take time.
When you call a plumber directly they come out and fix the issue then, there and that day. So why is so difficult for this company to make this happen. Contractor know where to go as he has worked with this company regular and know where they buy there appliances from. He just NEEDS a PO#. I am telling you this has been the worst, I would rather be stressing about how much this would have cost us 100% out of pocket and have it fixed that day then go week or weeks without hot water in our home. By the way they are not covering the repairs 100% either they are only buying the water heater, we have to pay extra because we have a pump that circulates the hot water through the pipes hooked up to ours and they are considering that modified. So we are having to 557.00 in labor and they are replacing worth 900.00.
I am telling you please buyer beware and research. We are now researching other companies and will just be out the money for another 6mo. And pay for an entire new contract else ware. Will try and update once this all has been resolved.

I first called First American on Sept 17, 2015 to report that my GE profile cooktop shorted which affected the igniter and the fan for the downdraft. They sent Sears on Sept 24 and after I paid the required service fee of $60.00 told me they are unable to make any repairs because they could not find the model/serial number. First American then sent another service company named Chilly Willy's who took out the knob set for the downdraft fan to look for a replacement. The technician went to my house 3x. Unfortunately, they were unable to find one and so they left a hole for the knob on the cooktop. On Sept 28, First American emailed me again they were dispatching a different technician, All Dessert Appliance who after talking with me on the phone to ask what was wrong and scheduling an appt. in a week, called the next the day to decline and said they could not repair the cooktop. On Oct 8, another email from First American authorized me $125 to locate a certified and bonded service technician. On Oct 15, a certified GE technician came and had a similar response, unable to diagnose due to missing/incomplete model/serial number. In all of these service calls, an adult had to present which meant I had to be off work with no pay. I have called and emailed and spoke with a claims specialist, a claims resolutions specialist, a claims manager and was promised the same thing over and over again. After four (4) different service technicians, this claim remains unresolved until today, October 28, 2015. I would like a refund of the service fee I paid since nothing was done to repair the cooktop and instead left a hole with a missing part. I would like the cooktop to be replaced as it is within the coverage of the home warranty plan.

On October 1st, my air conditioning stopped cooling. I called First American Home warranty and they sent out a local contractor, All Seasons HVAC, Yuma. They arrived the following day and quickly diagnosed that the coil was leaking and needs replacing. On October the 5th I called First American and they had not received any report from the contractor. We live in Yuma AZ, where the temps are still in triple digits. They received the report on the following day, Oct 6th. Since then my wife and I have made numerous calls to First American and we are told garbage about the part is on order, the following day the part can't be identified and so on. We have probably made around 10 calls so far. We have spent many hours on hold as nobody at First American works too fast. We've had Managers and supervisors tell us that they will fix the problem and now, 15 days after the initial issue, the is not even a part ordered. Temps are still in 100's but they don't care. They offered to reimburse us $150 towards a temp ac unit but for that price we managed to find a 15 year old one that will hardly cool one tiny room only. The customer service department seems to be one unorganized rabble and hold times to speak to a rep are on average about 20 minutes, then once you describe the problem, another hold for 20 minutes. Today, October 16, I have spent nearly 3 hours on the phone to First American, most of which is on hold. Now I'm being told that the part has been identified and the purchasing department have 48 hours to place the order. What about the last 15 days? Now they want another 2 days to place an order that takes 2 minutes. We're demanding a new AC unit now. The senior management need to listen to the recording of all our calls to hear the bull***t that their people are promising, and this includes the supervisors. We are both elderly, but First American don't seem to care. When can we expect to have our AC working? Jerzy & Maureen Wrzyszcz. Yuma AZ.

We just bought our home in Pensacola, Florida on 8/24/15. The A/C failed the 2nd day after we closed and moved in. First American sent out 2 different techs because they didn't like the first report or the 2nd report and then denied the claim as “Pre Existing” after letting us wait around for 10 days in the summer heat of Pensacola, Florida. Now they are even saying the seller and the sellers agent knew about it and hid it. Instead of just paying the claim, they deny and blame everyone else. If you are selling offer a different home warranty company if you are buying demand a different home warranty company. One that cares about its customers more than the shareholders

August 7th still no AC and hot as the place the devil lives!

About a month ago my AC went out. I contacted First American and they found a contractor to administer the repairs. The unit need a new compressor. About 3 days after the visit from the contractor they got the okay from First American to start the work and the contractor "claimed" they ordered the part, it would be here in three days. Three days came and went no calls or updates from EITHER party. My wife called on day number 4 and the contractor told her that the part had not been shipped yet. The secretary blamed the parts vendor and said she was having it shipped out right away. I seriously doubted the problem was with the parts vendor. Instead of the contractor showing any kind of concern due to the fact my house is a constant 90 degrees and had the part shipped overnight, the contractor tells my wife it should be here Thursday of the following week. And the secretary makes it known that she was going to be out on vacation for two weeks! Enjoy those Piña Coladas while your at the beach!

We are now in the following week and the contractor is a no show and I had to beg First American for an update. I got the same song and dance I have got before. "We can't reach the contractor. We are emailing them for an immediate update. We are notifying your case manager to stay on top of this..." BLAH, BLAH, BLAH. To add insult to injury they are telling me that this is the only contractor in the area that work with AC problems. This is the part that REALLY angers me. There are of a lot of A list contractors in my area. I have a suggestion... STOP being so darn cheap and reach out to one of these other guys and pay them what they are worth.

You have a contract with me and you're telling me if the current mom and pop shop won't complete the repairs that I am out of luck? Then what the heck am I paying you for? You have no problem debiting my account monthly. This isn't a leaky pipe, or a broken dishwasher. I could deal with that. This is potentially a LIFE THREATENING situation where temperatures are soaring into the 100's. I have young children for crying out loud! With all due respect I don't live in temperate sunny California. If the temp here in Texas wasn't so extreme, I would make such a fuss. I am asking and pleading with you to do right by this customer.

First American Home Buyers Protection Corporation is the absolute WORST company I have ever dealt with in my life! I have had so many bad experiences with this company; I don't even know where to start. My husband and I closed on a house at the end of June 2015. This warranty came with the house for one year. Literally, a few days after closing our AC unit went out. As a result of the incompetence of EVERY SINGLE person I spoke with at FA, we did not get our AC unit fixed for 14 days! That is in the middle of summer in Houston! We have very small children, so we expected that they would treat this as an emergency or at least prioritize it some. It has been a HORRIBLE experience since my very first phone call. Here are just a few issues that I can list from my personal experience with just ONE CLAIM!
1.) Every single time I call the customer service line, I wait AT LEAST 30 minutes to speak with someone.
2.) They’re customer service is HORRIBLE! I have been told several times by a few different employees that they are not allowed to give out their last name and they are not allowed to transfer calls to a supervisor when I asked to speak with one (because they were not able to answer my questions). The customer service is HORRIBLE! Not only do you wait forever just to speak with someone, when they finally get on the phone, they are rude and have very limited knowledge of their services. Also, most have very strong accents that are extremely difficult to understand.
3.) The service times are THE WORST! I had to wait a whole week before a contractor came out to look at the unit and then I had to wait another week before they came back to fix it. There was also a very hefty service charge from the contractor to recoup any fees First American would not pay for. This brings me to my next point:
4.) The AC companies that they contract are terrible as well. I was told by a FA representative that I needed to call the AC company to schedule a time for them to come out to fix our unit. It took me 8 hours to get a hold of someone - - I literally called the company all day and left several messages. It was a regular work day during regular work hours. After two days of trying to get someone to call me back, they said I was given the wrong information and needed to call FA back. They tend to use small mom & pop companies.
5.) We were told by one of the contractors that came out to look at the AC that FA instructs their contractors to not recommend any additional repairs that may be too expensive (i.e., AC coil) and they even threaten them to pull their contracts if they don't comply. If you are in the market for a home warranty company, I cannot stress this enough - - DO NOT CHOOSE FIRST AMERICAN HOME BUYERS CORPORATION! I would not even want my worst enemy to have to deal with these people and go through what my family and I went through at a time that was supposed to be happy and exciting as first time home buyers. I honestly do not understand how they stay in business. That is how bad they are. OVERALL RATING = ZERO!