First American Financial Corp

Revdex.com of San Diego & Imperial CountiesViewridge Ave #200San Diego, CA 92123Attn: [redacted] Re: [redacted] Property Address: [redacted] ***Contract Number: [redacted] Claim Number: [redacted] Dear [redacted] :First American Home Buyers Protection (First American) is in receipt of your correspondence,dated, November 26, 2014, regarding [redacted] water heater claim.First American's records indicate that on August 13, 2014, First American dispatched [redacted] whom reported that the pilot assembly has worn out and recommended replacing thepilot assembly and running a new [redacted] ** drain line to the outside to meet code requirementsThecost to install the [redacted] * line was $ [redacted] and an additional $ [redacted] was charged to clean the unit.First American authorized the repairs and the customer was advised to pay $ [redacted] in out ofpocket costsPer the home warranty contract under [redacted] ***, it states:"Company is not responsible for any corrections, repairs, replacements, upgrades,inspections or other additional costs to comply with federal, state or local laws, utilityregulations, zoning or building codes"In addition, under [redacted] **, it states:"This Contract does not cover routine maintenance."On September 10, 2014, First American was informed that the water heater was repaired.Due to the aforementioned, First American will not provide payment in the amount of $ [redacted] to [redacted] on the homeowner's behalf; as the charges to the homeowner were not coveredunder the home warranty contract.Please be advised, First American considers this claim closed.If you have any questions or comments, please feel free to call me at [redacted] , extension***Should you wish to send any written correspondence, you may fax it to [redacted] ,or mail it to the Post Office Box at the bottom of the page[redacted] Claims Evaluation Department

First American spoke to the consumer on December 1, and agreed to recall [redacted] & Spa Repair Incorporated back out the home to diagnose failures Per the consumer, when the timer turns off it will no longer turn on at the next scheduled time First American requested for a senior technician to go out to the home on December 2, at 8:30a, per the consumer's request The technician reported that the motor that was recently installed is defective and the ground wire is missing First American authorized [redacted] & Spa Repair Incorporated to replace the motor and install the missing ground wire The contractor will be coordinating an appointment time and date with the consumer to complete repairs

To Whom it May Concern:This is the response for the complaint number listed above."The consumer had a one year home warranty contract with First American Home Buyers Protection Corporation and renewed for three years, The most recent contract became effective on May 24, and was sent to expire on May 23, The consumer sent in a request to cancel their contract on August 10, According to the consumer's contract under Cancellations states:"Obligations of this Contract are backed by the fullfalth and credit of the Contract Provider, First American Home Buyers Protection Corporation (Company), and are not guaranteed by a service contract relmbursement insurance policyThis Contract provides for a 30-day review period and may be cancelled up to the 30th day from the Contract Effective Date for a full refund provided no claims have been made, After days if a claim has been made, this Contract is noncanceliable other than by mutual agreement of the Contract holder and Company, Contract holder's request for cancellation must be in writing and can be submitted to concellations upport(firstam.comCompany will not cancel your Contract except for any of the following reasons: Nonpayment of Contract fees when due, The subscriber's fraud or misrepresentation of facts material to the issuance of this Contract, or in presenting a claim for service thereunder,Non-Georgia Residents only:if this Contract is cancelled, the Contract holdershall be entitled to a pro rata refund of the pald Contract fee for the unexpired term, less a $administrative fee (Sadministrative fee for Alabama residents) and all service costs incurred by Company,PC, Box830, West Hills, CA [redacted] /WARRANTY [redacted] Oct/03/5:15:PM First American Home Buyers [redacted] 3/3D M aFirst American S Home Buyers Protectian *[redacted] CorporationoAlabama and Arkansas Residents Only lf Company cancels this Contract, Company shall use the last known address on record to send by first-class mall a written notice to the Contract holder at least days prior to the cancellation that states the effective date and reason for cancellationIn such case, the Contract holdershall be entitled to a pro rata refund and will not be charged a cancellation fee.Any refund due to the Contract holdershall be paid or credited within days after this Contract ls returned to Company, A 10% penalty of the purchase price shall be added per month to a refund not pald or credited every days thereafter,Georgia Residents Only: The Contract holder may cancel this Contract at any time upon demand and surrender of the Contract to Company and in the event of such cancellation, Company will refund to the Contract holder the excess of paid charges above customary short rates for the expired term.Cancellation for Georgia residents shall conform to the requirements of Section 33-24-of the Georgia insurance Code."The consumer paid the contract cost of $back on May 24, The consumer was issued a pro rata refund for the unexpired term in the amount of $This refund was issued back to the credit card on file on September 8, 2016.No additional payment would be issued to the consumer,First American considers this claim closed.if you have any questions or concerns, please feel free to contact me directly at [redacted] extension 3650, if you have any written correspondence, you may fax it to [redacted] or mall it to the Post Office Box indicated at the bottom of the pageSincerely,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The repairs to the water heater were NOT ROUTINE! First American doesn't even bother to mention that one of the repair plumbers they sent out took my money and did not fix the problem [redacted] DID fix the problem, but in order to do so, they had to take apart the water heater and install new parts None of this was routine This is just a scam by a warranty company out to make as much money as it can I stand by what I said before - First American Home Warranty is responsible for paying [redacted] the $ [redacted] billed to do the repair work Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I am still very disappointed in how First American handled the complaintThis has been going on since July and it is the end of NovemberThe contractors that they have sent out are at my house for to minutes and tell me the problem is fixedIf the problem was fixed why has it taken months to fix it In addition, I have asked for a managers telephone number and still have not gotten oneThe employees that I have spoke with said the manager did not have a telephone number or extension which seem completely ridiculous to me since they are a large public company Again I would like a managers telephone number in order to speak with them Regards, [redacted]

First American Home Warranty Corporation (First American) received your correspondence, dated July 13, 2017, on behalf of Mr [redacted] In your correspondence, Mr [redacted] has requested that his air conditioner is repaired.First American would like to apologize for any delays or inconvenience the consumer may have experienced during the handling of his claim.First American's records indicate that the consumer placed a claim for his air conditioner not coolingFirst American dispatched McAtee LLC, to diagnose failuresThe contractor reported that the capacitor for the compressor and fan motor had shorted and the circuit board blew outAs such, the contractor recommended replacing the fan motor and the circuit board, The contractor ordered the parts for completion.On July 12, 2017, First American was informed that the parts were on back order and are to be delivered on July 19, Per the home warranty contract under Customer service, Number Five, it states:"Sometimes there are problems and delays in securing parts or equipment, When the Items are secured they are installed promptly without any further service charge,"Once the contractor receives the parts, the consumer will be contacted to schedule an appointment to complete the repairs, Furthermore, First American will provide the consumer with a refund of their $service call fee as a gesture of goodwill,Please be advised, First American considers this claim pendingIf you have any questions or concerns, please feel free to contact me directly at [redacted] , extension ***If you have any written correspondence, you may fax it to [redacted] or mail it to the Post Office Box indicated at the bottom of thepage,

According to First American Home Buyers Protection’s (First American) records, the consumer placed a claim on December 24, 2014 for a water leak coming from the second floor ceiling. Upon receipt of the claim, First American dispatched an independent contractor, Triple S Plumbing... Incorporated, to diagnose failures. On December 26, 2014, the consumer contacted First American and expressed concerns regarding the repair that was completed. First American requested for the contractor to provide details on the repair. On January 1, 2015, the consumer reported re-occurring failures and First American began to look for a new contractor to provide emergency service. Later that day, the consumer contacted First American alleging she was authorized to repair the pipe on her own. The consumer was advised First American had no record of such authorization; however, the contractor was able to service on January 2, 2015. On January 5, 2015, the contractor reported the consumer requested a second opinion contractor. The consumer was advised since the pipe was not repaired by a licensed and bonded contractor, she would have to hire a contractor to confirm the work was completed properly. On January 6, 2015, the consumer submitted invoices for her expenses to repair the pipe, hire a contractor to check the repair and for her hotel stay. Per the consumer’s home warranty contract, under “Limits of Liability,” number four: “Company is not responsible for consequential, incidental, emotional distress, pain or suffering, tort or exemplary damages, secondary damage, loss resulting from the malfunction of any Item, or a Contractor’s delay or neglect in providing, or failing to provide, repair or replacement of an Item.” First American reimbursed the consumer her service call fee, her expenses to repair the pipe and to hire a contractor to check the repair. Please allow seven to ten days for the processing and delivery of the check. First American considers this claim closed.

My home address is 1*** *** *** *** *** *** ***I handle all business with First American Home Warranty over the telephone via *** they deduct a monthly fee of $62, and charge me $per claimI could only find the address of the parent company, First American Financial, who
are located at: * *** *** *** *** *** *** ***Does this adequately address your request for additional information?

Revdex.comRevdex.com of San Diego & Imperial CountiesViewridge Avenue #200San Diego, CA 92123-1688Attn: *** ***Re: Contract Holder: *** *** *** ***Covered Property Address: *** *** *** *** ** ***Revdex.com ID
Number: ***Contract Number: ***Claim Number ***Dear *** ***:According to First American Home Buyers Protection's (First American) records, the consumer placed a claim onNovember 16, for his dishwasher only working on one cycleUpon receipt of the c:lalm, First Americandispatched an Independent contractor, *** *** *** *** *** to diagnose failures.On December 11, 2014, the consumer reported scheduling delays with sears; therefore, First American dispatchedElite Power Services, Incorporated (Elite Power services) for sooner service.On December 15, 2014, Elite Power Services reported the timer was not advanclns and needed to be replaced.First American authorized repairsPer the consumer's home Warranty contract under "Customer Service, numberfour:"Sometimes there are problems and delays In securing parts or equipmentWhen the Items are secured,they will be Installed promptly without any further service charge. On December 23, 2014, Elite Power Services reported the timer was on back order and Is scheduled to arriveduring the upcoming week.First American considers this claim pending.If you have any questions or concerns, please feel free to contact me directly at *** ***, extension ***Ifyou have any written correspondence, you may fax It to *** *** or maR It to the Post Office Box Indicatedat the bottom of the page.*** ***Claims Evaluation Department

According to First American Home Buyers Protection’s (First American)
records, the consumer placed a claim on November 7, for his kitchen
refrigerator not making iceUpon receipt of the claim, First American
dispatched an independent contractor, PML Air Conditioning, Incorporated
(PML)
to diagnose failures
On November 20, 2014, the contractor reported the ice maker was not
working and it was replaced
On November 26, 2014, the consumer reported reoccurring failures and a
recall was placed for contractor to service
On December 5, 2014, the consumer alleged the previous technician
pulled wires, attempted to put them back together and the wires were burned
out, therefore, the contractor recommended replacing the kitchen refrigeratorPlease
note, per the consumer’s home warranty contract, under “Limits of Liability,”
number four:
“Company is not responsible for consequential, incidental, emotional
distress, pain or suffering, tort or exemplary damages, secondary damage, loss
resulting from the malfunction of any Item, or a Contractor’s delay or neglect
in providing, or failing to provide, repair or replacement of an Item“
On December 5, 2014, the contractor reported he was looking into
replacing the wiring
On December 9, 2014, the consumer reported the contractor was at his
home trouble shooting the unit and replaced the water valve; however, the ice
maker was not workingSubsequently, First American placed a recall for the
contractor to further diagnose
On December 30, 2014, the contractor advised they were no longer
servicing appliancesTherefore, First American dispatched ***,
LLC to diagnose failures
On January 13, 2015, *** ***, LLC reported the ice maker
wire and harness were broken and needed to be replacedHowever, the parts were
no longer availablePer the consumer’s home warranty contract, under “Kitchen
Refrigerator,”
“Repair or replacement of ice
makers, ice crushers, beverage dispensers and their respective equipment will
only be completed when parts are available.”
On January 14, 2015, the consumer was advised the parts were not
available; therefore, repairs would not be completedHowever, the consumer
continued to allege PML caused the damage to the wires
At this time, PML and the consumer are working on a resolving the
consumer’s damage allegations and First American is acting as an intermediary
source to resolve the damage complaint
First American considers this claim pending.*

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
It is not what their own representative (***) quoted when we called in advanceTheir prorated math is also in error as cancellation was for August and they made it difficult to do - which is why the company states August The customer does not consider this claim closed as the company should honor their quote and repay approximately $
Regards,
*** ***

I called my home insurance company to send out someone to fix my AC because it will not get below 81 degrees on a hot day. There first pick was a company with a 1.3 google review rating. when the guy shows up he knows nothing about AC units( he had 3 months experience), and told me that it may be...

low on freon or it could be the duct work but he does not know anything about duct work. I tasked him to leave since he does not have the skills I asked for. He said for him to leave I had to sign his work order.I asked first american for someone to be able to troubleshoot an entire AC system. I cant believe this was the kind of company that first american does business with(strong arming clients to sign). When I called the insurance company they kept trying to get rid of me , and since the company said he visually checked the unit, he did what he was supposed to.I do not wish to pay for first american calling the wrong service providers, and please talk to the costumer service staff about taking care of the people that are actually paying for the service.

According to First American Home Buyers Protection’s (First American) records, the consumer placed a claim on July 20, 2015 for the dishwasher not cleaning dishes. Sears was dispatched and found a bad pump assembly motor. First American authorized the repair and the job was completed on August 8, 2015. The consumer contacted First American stating she is encountering the same failure. Professional Air was dispatched on August 27, 2015 and the contractor found no mechanical failures with the dishwasher. On September 14, 2015, the consumer contacted First American stating she was having the same issue. First American sent out A&B Home Services who found no mechanical failures at the time of service. The consumer disputed the report from A&B Home Services therefore First American dispatched Callahan’s Appliance Incorporated on October 8, 2015 to diagnose all failures to the dishwasher. Callahan’s Appliance Incorporated reported no mechanical failures on October 12, 2015 stating the unit is working as designed.
First American contacted the consumer via electronic email on October 15, 2015 and advise that if she is still disputing the reports, then she can hire their own licensed and bonded contractor. The consumer has been advised to forward over her contractor’s diagnosis if it is different than the previous reports by the contractors for review.

First American spoke to the consumer on December 1, 2015 and agreed to recall [redacted] & Spa Repair Incorporated back out the home to diagnose failures.  Per the consumer, when the timer turns off it will no longer turn on at the next scheduled time.  First American requested for a senior technician to go out to the home on December 2, 2015 at 8:30a, per the consumer's request.  The technician reported that the motor that was recently installed is defective and the ground wire is missing.  First American authorized [redacted] & Spa Repair Incorporated to replace the motor and install the missing ground wire.  The contractor will be coordinating an appointment time and date with the consumer to complete repairs.

First American Home Warranty Corporation (First American) received your correspondence, dated July 13, 2017, on behalf of Mr. [redacted]. In your correspondence, Mr. [redacted] has requested that his air conditioner is repaired.First American would like to apologize for any delays or inconvenience the...

consumer may have experienced during the handling of his claim.First American's records indicate that the consumer placed a claim for his air conditioner not cooling. First American dispatched McAtee LLC, to diagnose failures. The contractor reported that the capacitor for the compressor and fan motor had shorted and the circuit board blew out. As such, the contractor recommended replacing the fan motor and the circuit board, The contractor ordered the parts for completion.On July 12, 2017, First American was informed that the parts were on back order and are to be delivered on July 19, 2017. Per the home warranty contract under Customer service, Number Five, it states:"Sometimes there are problems and delays in securing parts or equipment, When the Items are secured they are installed promptly without any further service charge,"Once the contractor receives the parts, the consumer will be contacted to schedule an appointment to complete the repairs, Furthermore, First American will provide the consumer with a refund of their $85.00 service call fee as a gesture of goodwill,Please be advised, First American considers this claim pendingIf you have any questions or concerns, please feel free to contact me directly at [redacted], extension [redacted]. If you have any written correspondence, you may fax it to [redacted] or mail it to the Post Office Box indicated at the bottom of thepage,

Hello Ms. [redacted].
Please see the attached, it is First American's response to your request that was sent on October 6, 2014 via fax.
Thank you. [redacted]

According to First American Home Warranty Corporation of
Florida’s (First American) records, the cancellation of the contract was
received on November 25, 2015 by the consumer.  The
contract was cancelled effective this date, per the consumer’s request and no refund was due.  Per...

the consumer’s home warranty contract
under Cancellations states:
 
“Obligations of this Contract are backed by the full faith and
credit of the Contract Provider, First American Home Warranty Corp. (Company),
and are not guaranteed by a service contract reimbursement insurance policy.
This Contract provides for a 30-day review period and may be
cancelled up to the 30th day from the Contract Effective Date for a full refund
provided no claims have been made. After 30 days if a claim has been made, this
Contract is noncancelable other than by mutual agreement of the Contract holder
and Company.
The request for cancellation must be in writing.
Company will not cancel your Contract except for any of the
following reasons:
1. Nonpayment of Contract fees when
due.
2. The subscriber’s fraud or misrepresentation of facts
material to the issuance of this Contract, or in presenting a claim for service
thereunder.
 
If this Contract is
cancelled by Company for any reason other than those listed above, the Contract
holder will be entitled to a refund of 100% of the unearned pro rata premium
less all service costs incurred by Company. If this Contract is cancelled by
the Contract holder within 10 days of purchase, the Contract holder will be
entitled to a full refund of the gross premium paid, less an administrative fee
not to exceed 5% of the gross premium paid and all service costs incurred by
Company. If this Contract is cancelled by the Contract holder after 10 days of
purchase, the Contract holder will be entitled to a refund of 90% of the unearned
pro rata premium, less all service costs incurred by Company.”
 
In addition, the consumer will no
longer receive any mailers or phone calls, per his request.

First American Home Warranty Corporation’s (First American) records indicate that the consumer placed a claim on June 9, 2017 for their central air conditioning system not cooling. First American dispatched an independent contractor, L & S Air Conditioning and Heating (AZ), who reported that there were no mechanical failures to their unit. Please be advised, First American covers failures caused by normal wear and tear. The consumer may refer to their home warranty contract, under Limits of Liability, Number Three: “Company’s liability is limited to failure of systems due to normal wear and tear. cosmetic defects are not covered” On June 13, 2017, the consumer did not agreed with the contractor’s report and requested a different contractor. On June 14, 2017, First American dispatched All Star Refrigeration ,LLC to diagnose failures. The consumer is scheduled for an appointment on June 22, 2017 between 1:00pm-5:00pm. Please be advised, First American considers this claim pending.

First American Home Buyers Protection’s records indicate the consumer reported her air conditioning system was repaired and in working order on June 20, 2016. The consumer is requesting to be reimbursed for pain and suffering she endured. Per the consumer’s home warranty contract, under “Limits of...

Liability,” number four:   “Company is not responsible for consequential, incidental, emotional distress, pain or suffering, tort or exemplary damages, secondary damage, loss resulting from the malfunction of any Item, or a Contractor’s delay or neglect in providing, or failing to provide, repair or replacement of an Item.”   First American considers this claim closed.

Re: [redacted] and [redacted]Dear Revdex.com of San Diego;First American Home Buyers Protection’s (First American) records indicate that the consumer placed a claim on July 31, 2015 for the pool equipment going out. First American dispatched independent contractor [redacted] to diagnose failures. The technician determined that the motor was burnt out and the contractor changed out the motor. Mr. [redacted] reported additional failures after the contractor serviced the home. Therefore the technician was recalled to the home. On September 4, 2015 the technician reported that the electrical company was working on the power lines and the breaker from the motor tripped. The technician reset the motor and there were no additional failures.The technician went back to the home to diagnose additional failures on September 11, 2015 and did not find any additional failures. The consumer advised First American of additional failures to the pump and as a result a different contractor was called to service the home for a second opinion. [redacted] and Spa was dispatched to the home on November 16, 2015 and the technician reported that the capacitor was replaced and there were no additional failures to the pool equipment. There are no additional failures reported by the consumer, therefore First American considers this claim closed.Sincerely,[redacted] Claims Evaluation Department