First American Home Buyers Protection Corporation

Do not purchase a warranty with these people. They hire subcontractors that have no experience. Tried for over a month to get them to send someone who had knowledge of my issue and they did not. I canceled 50 days into my policy and they kept 66% of the annual premium I had paid. Their representative admitted that the technician they sent messed up yet they refused to help me in any way. They wanted me to pay even more of my money to get an outside company to fix the issue and then submit it to them for review. Do not waste your time or money on this company. Research home warranties and read reviews first!

I have had First American for years with no problems until this year. In the past I was able to contact the same service rep and get quick service and the technicians that came out knew what they were doing and fixed the problems. In the past year that has not been the case. We recently returned from vacation to find that the air conditioning had gone out. I waited on hold for 50 minutes and was cut off. A second call was a 45 minute wait. The AC company called me the next day but could not come out until the following week. I called customer service, waited almost 50 minutes, and was assigned a new company. They agreed to come out at 5pm the following day. I cancelled two important appointments to be there. By 6:30 the contractor was a no show. When I called him he sounded like he forgot and said he was over 2 hours away and wanted to reschedule. I told him I would wait and he acted surprised but agreed to come out in 2 hours. It was over 100 outside, my upstairs was 93 and we needed help. So I called a local company they came out in 20 minutes, found the problem and said they would be back the following day with the part. My husband called the First American tech, who was still not on his way, to cancel. We ended up out of pocket $500 for something that should have been covered by First American. I received a customer survey several days later and gave the experience the lowest rating possible. Someone from First American called me and I went over the problem in detail. The person I spoke to apologized and said that they had problems with this same technician and were reviewing him. No offer to reimburse me though. Both my daughter and another friend have had really bad experiences this year with First American as well. To add insult to injury today I received a bill from them for the service call that never was! I am in the real estate industry and have recommended them many times over the years. NEVER again!

The is the worst customer service I have ever had. The Central air and heat went out in the house that we bought after being there for 3 months we called first American warranty and they stated that it would be 2 days before anyone was able to come out. I told the representative that it was 98 degrees in our house and all they said was I'm sorry but it would still be 2 days. The next evening we finally got someone out there which all he did was put freon in the A/C unit outside. Here it is out again and our house is 89 degrees. I reported it on 9/21/2016 at 7:30am CST and here it is Saturday 9/24/2016 and nothing has been resolved and we are still without A/C with 2 kids. I called repeated times and was told by Carlos that they would get someone out here to help and nothing no call or anything. My husband calls and that department is not open on the weekends. This is the worst company and worst customer service I've had to deal with.

This home warranty group is just reaping off the general public. I have purchased home warranty through them. My glass on my glass top cook top brock while my wife was cooking. Nothing drop on it and it was just regular use. This warranty said some thing drop on it. If I drop something glass will have brock in star pattern and the zig-zag pattern. They are refusing to pay the repair.

First American has put my family in danger by sending unqualified contractors to diagnose a furnace that clearly needed replacing! The first contractor barely spoke English, would not explain the issue, and "fixed" the furnace only to have it red-flagged by the gas company a week later. After evaluation, any qualified, honest contractor would have recommended replacing current unit. The second contractor, said unit indeed needed replacing. Took pictures and was "sending information to insurance company." This is where First American's scam started to become clear. They began giving us the run around claiming the contractor said there was "no access" to properly diagnose the unit. Now, the contractor has disappeared and his company has failed to put us in contact with him to clarify what this means. Our unit has been checked by two other contractors of OUR choosing, who said there is complete access as the unit was built to code! It is clear that the contractors used by First American are in on the scam and must get rewarded for helping them deny claims. After some investigation, the Russian contractors that First "American" sent to our home have a suspended contractors license. The owners/contractors names are also intermixed between the two "different" heating companies that were sent to "diagnose" the 31 year old furnace. The actions of First American left my family in serious danger with a furnace that was omitting co2 and a pilot that was bypassing the electrical system. Still, here we sit in the cold, with no heat for our toddler and 8 month old baby!!' Shame on you, First American!!!

Contract #XXXXXXXXXXX
While each individual I have spoken to at FAHBP has been courteous, the overall experience has been a disaster. What a waste of time and money. I often wonder if having a home warranty program means that you are assigned sub-standard vendors and if your problem is assigned the lowest priority, given that the companies already have your fees in their pocket. This experience seems to confirm that suspicion.

I have experienced multiple problems with a dishwasher repair. While the contractor dropped the ball several times, FAHBP cannot or will not assist me in moving forward towards a resolution. I am on week 3 of washing dishes by hand, and no resolution is in sight. This has proven to be a very expensive (and frustrating) way to maintain my home appliances.

Here’s a log of what has occurred so far…
March 26th - Dishwasher stops working. I schedule an appointment online for March 30th. (Was super easy and convenient!)

March 30th – I receive a call from the contractor. Technician is ill and cannot make the call. Rescheduled for April 2nd. (OK, this happens. I’m not upset even though I took the afternoon off work.)

April 2nd – Take the morning off work to meet technician. Technician arrives (on time) and diagnoses the problem – dishwasher needs a new motor. Of course, it has to be ordered even though it is just a Whirlpool motor. (I picked Whirlpool over Samsung because I was told (by an unrelated repair person) that domestic parts are more often in stock. Ha.) Technician is very courteous. Seems to be some glitch with his computer system which takes a fair amount of time to resolve. No real complaint so far.

April 10 – After taking the morning off work to meet the technician, he arrives 1 hour and 20 minutes late (I have to call for an update on his whereabouts) without the part. He obviously cannot make the repair. Apparently the computer glitch meant that the part was never ordered. Again, the technician is still very courteous. Under protest, I pay him the $60 co-pay. We reschedule for April 23rd.

I call FAHBP to discuss the situation and express concern. FAHBP notifies me that I can “cash out” and receive the amount that would be paid to the contractor, which I can put towards an independent repair or the purchase of a new dishwasher. Seems fair, so I ask what the cash out value will be. FAHBP says it needs additional information from the contractor before it can provide a number. FAHBP says it will call me back with the number. (No call received.)

April 11 – No call from FAHBP (weekend)
April 12 – No call from FAHBP (weekend)
April 13 – No call from FAHBP
April 14 – No call from FAHBP

April 15 – No call from FAHBP. I call FAHBP and am told that they are still awaiting the necessary information from the contractor. I call the contractor myself. Contractor states that FAHBP already has access to the necessary information (Unit number [redacted] and service call number XXXXXXXX). Also, contractor mentions in passing that the part is out of stock.

I call FAHBP again, trying to facilitate communication between the two companies. (I don’t have time for this.) FAHBP again states that it still does not have the necessary information to provide me with a cash out value. (I’m really frustrated, but customer service agents are still very courteous during this process.)

While on hold, I send an electronic message via the FAHBP website. I explain the situation in detail. I quickly receive a response, stating FAHBP is sorry for the frustration but that there is no additional information at this time.

On the phone, I ask to speak to a supervisor. I am told that the situation will be elevated to the Contractor Relations Department and that I will be assigned a Claims Management Specialist. I can expect a call from the Claims Management Specialist by the end of the day. No call received.

April 16 – No call from FAHBP. I send another electronic message. No response.

April 17 – No call from FAHBP. I call FAHBP, navigate the phone menus, hold for 10 minutes, and am cut off. I call FAHBP again. I receive the name of my Claims Management Specialist. I leave her a detailed message. Still awaiting a call back. I send another electronic message. No response.

In summary, while the contractor has admittedly dropped the ball, it is FAHBP that has received my monthly checks without fail for years. FAHBP has a responsibility to provide reliable contract repair people and, at the very least, to communicate with the contractor and with me. FAHBP has failed on both counts.

This process has been unnecessarily frustrating. Financially, participating in this program was a bad decision. I have sent years of premiums to FAHBP. The wages I lost due to taking time off of work could have purchased a new dishwasher weeks ago. Not to mention the time I’ve spent on hold. And all the dirty dishes I have washed by hand. The worst part is, I still don’t have any idea when this will be resolved. According to the contractor, the part is on backorder and I still don’t know the cash out value.
At this point, I am simply trying to recoup as much money as I can.

This is the worst company that I have ever had to deal with. I get better service from [redacted]. There has not been one single interaction that I have had with them that I haven't left feeling frustrated or cheated.
I had a service tech out to fix a dishwasher problem. They had to order a part, and so they had to come back more than a week later. They fixed the problem. Then, just 35 days later, the part failed, due to a bad fuse. First American refused to honor the service company's parts and labor warranty (90 days), and of course made me pay for another service visit.
The hold times are long, the customer service people are obviously trained to obstruct the customers, and not to help them, and there is no recourse to getting claims resolved when there is a problem. Just more policy, more obstruction, and no service.

*Stay away from this company*Our boiler went out on Oct. 29, 2016 and my husband called to start a claim. A technician was sent out to our home on Nov. 2, 2016 that determined a new boiler is needed...our boiler is 52 years old. My husband has called repeatedly to find out what's going on with our claim. Last week, my husband called to complain that this was taking a long time to process our claim and they (Home buyer's protection) decided they would reimburse us up to $40 to purchase an additional space heater...big deal. The most reasonable space heater I found cost us $60 and quite frankly, we could use a few more. Now, week 3 with no heat. We live in Ohio, and anticipating snow flurries this weekend. I called American Home Buyer's this evening, only to find out they needed "additional information" from the company until they can process our claim, so that means nothing is going to happen this week either and next week is Thanksgiving. Additionally, Monday morning I woke up to a warm refrigerator. My husband made another claim and they won't have any one available to come out until Nov. 28, the claim was made 3 days ago (Nov. 13).We have paid for this coverage!?! I don't think we are being unreasonable or demanding, at this point. It's been 3 weeks without heat. I have 3 children in my home. This is AWFUL service. Find another company to deal with because this service is absolutely the worst I've ever experienced...very, very big waste of our time and especially our MONEY!!!

I am very concerned about First American Home Warranty

I have contracted with them for over 7 years now and more and more they are contracting with companies that are rated "F" by the Revdex.com (Revdex.com) an independent 3rd party organization.

I am concerned for my home and my family if they keep sending out companies that are rated so poorly. Companies that are rated this bad usually are unethical and have shady characters working for them, and I have a wife and children at home that I fear for now whenever they send one of these companies out.

If I were contracting a company directly, I would research them first, and thus I would expect a company that I contract with would do the same for their customers!

If I were contractign a company directly, I woudl research them first, and thus I would expect a comapny that I contradct with would do the same for their customers!

12/15/2015
definitely a complaint they have done everything that goes with terrible customer relations ,unresolved claim for no other reason than they just dont care.legititamate coverage a wall mount micro wave found on a month now ,broken promises of expedite coverage, indefinite hold time and again .my first claim in the five years that I have paid on time.these company sucks.dont waste your money on these ripoffs. I repeat dont fall for the total rip off....

Our AC went out, so we called First American. They referred us to [redacted] Air Conditioning, who no showed for service. I called my home warranty and told them and asked to have them assign our service to another company. They told us they couldn't do that until they received proof from L&S that they didn't come. I asked for a supervisor and was put on hold for over 30 minutes and then disconnected. The next day, the AC company called and said our service order was canceled. First American has yet to reassign my service. We finally gave up and paid a private company to repair due to no air of a week in the Arizona heat. We're looking at other companies. So done with First American!

I called on a Saturday due to my AC having stopped working. I live in Florida with the outside temperature having been in the upper 90 F and my home was in the upper 80 F. The company failed to file my claim as an emergency despite having assured me they would. They would not find a repairman for either the same day or the following day, did not call me back within the specified time (i had to call them multiple times myself). While they told me the following morning (Sunday) that I would have to wait another 4-8 hrs. to hear back from their dispatch to find someone to come out, I had successfully found a 24/7 repairman who promised to come out that day. The company refused to approve this repairman as an outsource despite them not having been successful in their contractor search themselves. They then offered to reimburse me $50 for the service of the person I located, $15 less than what I would have to pay for a contractor service under the warranty company. They also refused to send me an email with the service cancellation link, after I informed them I wanted to discontinue my contract with them. I then called a manager the following day who simply gave me an email address for me to send my repair bill "for possible reimbursement, however it has to be reviewed and reimbursement is not guaranteed". The manager did not even apologize for the poor excuse of customer service that I received over the weekend and the fact that they had not helped me with my claim. Overall I spent over 3 hrs.on hold with the company and about 1 hr. talking to them.

I review online frequently (Amazon, EBay sellers, Yelp, Angie's List, etc), and I believe in corporate accountability and consumer rights. This review is, in what I would estimate to be ten years of reviews, only my second one star rating. Please, do not support this company. You will endure horrible customer service, exceptionally long hold times (15-65 min with avg over ten calls over 30min to speak to someone), unjustified claim denials, violation of contractually bound response times (esp in urgent cases like broken sump pumps with flooded basements or broken AC with high ambient temperatures). But, most importantly, you will be bound to a single exceptionally low quality (low rated) local contractor. In our city, we have campaigned through the local realtors to ban this company and discourage all clients from considering these contracts.

First American Home Buyers Protection Corporation is horrible. My heat pump went out 18 days ago. They assigned it to a contractor without a real office and only an answering machine. They took several days to arrive and then didn't have the freon they said was necessary. They came back three days later and said there was another problem and that they would have to locate the part. 15 days later, they said a part can't be located and First American will have to provide a new heat pump. Three days after that, First American assigned it to yet another contractor who will not be able to come out for 3 more days and will start the evaluation process all over again. I have never seen worse service. It is winter and they offered to buy me one space heater at a cost of $50 to heat my whole house and this only after I had been out of heat for 18 days! I am filing for arbitration.

Very unsatisfied with this service. Where do I begin. This company changed hands several years ago. I watched service go down, down, down. I use to recommend this company to all my clients, as Im in real estate. They have become the worst company to deal with. I wouldn't be supprised if they eventually go out of business. They keep contracting these small 'mom & pop' companies that cannot service the calls or make correct assessments. One vendor called made an appointment 3 times with me and didnt show until the 4th time after really going around and around with them. Finally they got to the property and put on a show and made a incorrect assessment. we contacted a vendor we trusted who refuted that. Then FAHBP sent a 2 different contractors who agreed with our guy. After 4 months the item was approved but not yet completed. This is not the first time. I have story after story. But if there is a class action law suit I want in, I document everything.

Don't waste your money on a policy, or waste your time to file a claim. NOTHING is covered! They are aware of this, will send someone out and charge you the deductible. No one there helps. You buy a house, and the seller provides you this company. You should have feel at ease. All I have had is headaches trying to make claims - then have to turn around and hire my own person to take care of it. So, every problem expect a day for their people to say it's not covered. Then another day to hire your own service person. I have made 2 claims. Neither were covered. I need a new water heater and had a $3000 plumbing job that wasn't covered. Now, the humidifier on the furnace is out and that is not covered! I have to have someone to come out and fix that as well. And I am just coming up on 9 months in this house.
I don't see how they haven't lost their Revdex.com accreditation, and why service providers want to have their business associated with them!

Have a claim that has been labeled an emergency but they are still deliberating what to do almost 24 hrs later. Terrible customer service, unorganized and inefficient company. I've been told 3 times that they would call me back and never do. Every time I end up calling them they tell me they will call me back in 2-3 hrs. Stay away from this company! They are not interested in helping you.

I had a very negative experience with the First American policy. First American requires that you use their service providers when you have a problem. I had a Hot Water heater go out and when their service provider came out they started telling me that they had to add a pressure tank to the replaced unit or the warranty would be void. UNTRUE. They also said that I really needed a pressure regulator added to the line. Also unneeded. They were going to replace a 8 to 10 year warranty water heater with the cheapest shortest warranty available. I asked for a cash out option so that I could have my own plumber do the repair and did receive what I believe was a very low offer which I accepted because I could not see dealing with their provider any more. Just be aware that the warranty has lots of strings attached. BTW My property was without water for a week while I waited for their cash out offer. Lucky that I didn't have a tenant at the time.

This terrible company sent out an unlicensed contractor to repair my in-laws leaking roof. After ripping them off for an additional $135 in bogus repairs, the roof leaked worse than before. STAY AWAY FROM THESE CROOKS!!!!

I purchased a new home. after moving in to the home the house was vandalized. Not only that the previous bout this home warranty protection that supposed to repair plumbing. The plumbers came to the house tightened the taps that led to the washer. and dont know what they did in the bath tub but they said it was fixed and they left. One minute after them leaving the property the water started leaking again. called the company they said we have to cut into the wall and the home warranty will not pay to have that repaired. I called FAHBPC and asked why they would not cover they said that is not in the warranty. I am stuck with them for one year. the other problem is their customer service is ridiculous, they talk down to you and tell you to listen and they will not stop to hear what you have to say as a customer.