First American Financial Corp

Revdex.com of San Diego & Imperial Counties4747 Viewridge 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 requirements. Thecost to install the ** * 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 costs. Per 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[redacted]. 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

Revdex.com
Revdex.com of San Diego & Imperial Counties
4747 VIewrldge Avenue #200
San Diego, CA 92123-1688
Attn: [redacted]
Re: ContraCt Holder: [redacted]
SENT VIA FACSIMILIE ([redacted]
[redacted]...

[redacted]
[redacted]
[redacted]
[redacted]
Dear Ms. [redacted]:
First American Home Buyers Protection (First American) Is In receipt of the Revdex.com
complaint dated, September 25, 2014, on the consumer's behalf regarding her cooktop, garage door,
and air conditioning claims.
According to First American's records, the consumer placed a claim on September 7, 2014 for her
cooktop not heating. Upon placing the claim, First American dispatched an Independent contractor,
Farley's Fast- Rite Service, to diagnose failures.
Per the consumer's request, First American assigned the work order to Fix It Quick Incorporated (Fix It
Quick) to diagnose failures.
On September 10, 2014, Fix It Quick reported the burner sockets on the cooktop were replaced and the
cooktop was heating properly.
On September 13, 2014, the consumer placed a claim reporting her air conditioner was leaking water.
Upon placing the claim, First American dispatched an Independent contractor, Kldd Heating & Air, to
diagnose failures.
For sooner service, First American dispatched Canon Heatling & Air to diagnose failures. Canon Heating &
Air reported the condensate drain line was clogged, therefore, causing water to overflow. Canon
Heating & Air unclogged the drain line and reported the air conditioner was In working order.
On September 161 2014, the consumer placed a claim for her garage door opener not worklna properly.
Upon placing the claim, First American dispatched an independent contractor, Affordable Garage Door
Service, to diagnose failures.
On September 24, 2014, Affordable Garage Door Service reported the gear and sprocket kit was worn
out and replaced.
First American considers these claims closed.
If you have any questions or concerns, please feel free to contact me directly at [redacted]
extension 7038. 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 page.
Sincerely,
[redacted]
Claims Evaluation Department
Enclosures

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 disappointed that it required my use of the Revdex.com to force First American to even respond to me and the issues I have had with their company and their contractor. After my warranty claim has been open for over 40 days I still do not have working air conditioning. I also have not received the $85 refund for the service call that First American promised in their response. Because I still do not have a working air conditioning system and because I have not received the promised refund I do not feel comfortable closing this case out.   I can say that since I opened this case I have been put in touch with someone at First American who seems to care about getting the air conditioner fixed. I would like to keep this case open until my air conditioner is fixed per the warranty we paid for and I receive the refund I was promised.
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.
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]

Hi,
I called [redacted] which is a the call center to follow up on claims with First American. I talked to [redacted] (employee ID Number [redacted]) and [redacted] (employee ID Number [redacted]). They both were not helpful at all and told me they could not give me the extension of their supervisor and he did not...

even have an office line which seems crazy to me. In addition, the people that have been coming out to fix the pool problem come to my house and are there for no more than 15 minutes and then say it is fixed. Then the problem re-occurs within 30 to 45 days after they tell me it is fixed. First American just wants to just do a quick fix to the problem without finding out what is truly wrong with it. My house is located in North Tustin, California but do not know where the person is that I talked to since they are a call center. The First American building is in Santa Ana, California but again do not know who the person I spoke with is located.

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, 2016 and was sent to expire...

on May 23, 2017. The consumer sent in a request to cancel their contract on August 10, 2016. 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 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 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.com. 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,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 $50 administrative fee (S25 administrative fee for Alabama residents) and all service costs incurred by Company,PC, Box. 830, West Hills, CA 91309[redacted]/WARRANTY[redacted] Oct/03/2018 5:15:55 PM First American Home Buyers [redacted] 3/3D M aFirst American S Home Buyers Protectian *24* 1 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 30 days prior to the cancellation that states the effective date and reason for cancellation. In 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 30 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 30 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 33-24-44 of the Georgia insurance Code."The consumer paid the contract cost of $576.00 back on May 24, 2016. The consumer was issued a pro rata refund for the unexpired term in the amount of $266.07. 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,

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.

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 complaint. This has been going on since July 2015 and it is the end of November. The contractors that they have sent out are at my house for 10 to 15 minutes and tell me the problem is fixed. If the problem was fixed why has it taken 4 months to fix it.
In addition, I have asked for a managers telephone number and still have not gotten one. The 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]