First American Home Buyers Protection Corporation

Home warranty refused to correct issue with melting exterior coating on dishwasher as it "is not causing an issue with the way the dishwasher functions mechanically". The noxious smell that fills my kitchen each time the unit is run isn't covered.

I've just purchase a Home roughly 8 months ago. I'm the 3rd owner and the home is about 11 years old. The home was purchase with a "First American Home Buyers Protection" warranty and in my contract clearly stated that this warranty covers Heat-Electrical.
I contacted "FAHBPC" due to issues with my heat. They sent out a repair guy and he came to the conclusion that I had electrical issues with my heating unit, but he is not an electrician and he would have another tech come out to check it. I paid $65.00 for that service. "FAHBPC" then sent out an electrician and they stated that the heat unit wasn't wired properly and it is a "Fire Hazard". From my understanding, if there is a potential threat to the home and the unit is not working properly, my warranty covers it. Well they refuse to cover the issue because they said that the unit wasn't installed properly. This is the original unit that is in the home and I'm sure the original home electrical inspection would have caught that. It seems to me that they tried to find any reason they could to not complete the repair as they agreed. This is an unforeseen issue that was not cause by me and this warranty should have covered it. I will never do business with them ever again and I'm also contacting my mortgage company and attorney to note this. If there is an electrical fire at my home and something else should happen, I want this document due to the neglance of my home warranty company not fulfilling there side of our agreement. If this is a Fire Hazard, then this is not an issue to be playing with and they should have jumped on it to repair this.

I have been a customer with First American Home Warranty for over a year now. I have had to place three service calls within the year (I have an older home) and each time, customer service and their contractors have been unprofessional, days late and unhelpful to fix the issues presented. Each time their contractors have been days late, I would call First American Home Warranty and they would informed me that it would be an additional 24 hours after already waiting more than 48 hours according to their policy. Every single service request and call to them have been negative. I have nothing positive to say other than I will be not renewing my contract with them. They have poor customer service and customer satisfaction standards, with no follow up on how each job was handle and do not request any positive/negative feedback. They just do not care about the customer.

I received a First American Home Warranty when I purchased a home. My water heater was not working, so I filed a claim. The claim was easy to file. However, 2 weeks later the issue is not resolved and I continued to call them daily for updates on when my repair will be made. Customer services is the worst I have ever experienced. The representatives do not listen to my questions or concerns. They provide inaccurate information. Every time I have called I am on hold for AT LEAST 30 minutes (not an exaggeration). There are no direct numbers to call. I just got off the phone with them again (over 1 hour of being on hold with them today) and was told I may have been given wrong information. Last week they told me they were expediting a part to be sent out to the subcontractor to install. Today they tell me that's not true, but are ordering me a new water heater instead and the order was placed today. The two reps I spoke to today (within 10 minutes of each other) had no idea what information the other had provided to me. I asked for a call back instead of being on hold for over 30 minutes (sure, every 10 minutes they return to the call and ask you to continue to hold); the rep said it would only be another 3-5 minutes, but of course it was another 10 minutes. I am at work and they have no regard for timeliness or professionalism. Completely unacceptable. I would NEVER extend the warranty or purchase it on my own. I will also be using my own service repair people because something that could have been fixed in a day is taking two weeks and counting.

This is what happened and FAHBP did nothing but charge me an additional $60.00 and AC furnace still does not work. Their customer service manager would not even get on the phone with me.

They put up a statement on their website that they will contact you no latter then 24 hours, read below it took them a week. A week with out water, ac, or heat!!!

Just remember that we all pay for this service and we need to make sure the do as they say and say as they do.

FAHBP and [redacted] Air does not do this.

FYI, Instead of using them either of them again I paid out of pocket almost 2000 just so I did not have to deal with them. The protection only cost 1200. LOL





[redacted] - 08/07/2015 09:44:20



How do we fix this

You guys sent out a very untrustworthy AC contractor to my home with my family there.

They lied, strong-armed my wife and did not do a complete job

Charged us for service not done, did not complete the job, ask my wife to replace filter, put duct tape on thermostat, and warp outside pipes for tech. Charged us for a new Thermostat but did install it until we ask as he was in his truck going to leave, yet told warranty company AC would not work with old thermostat with new AC unit, yet it worked perfectly.




[redacted] - 08/07/2015 09:44:47



Charged us for a Electrical up grade for $577.00 but did not do a thing to any part of my electrical system. None. They did not upgrade or change a thing other then the AC unit outside. Did not upgrade a thing inside or out. This company told my wife if we did not pay now they would take out AC unit and when ask for would not give her a record of him receiving our $500.00 in cash and $77.00 dollar check.




[redacted] - 08/07/2015 09:44:52



The did not check the system, it is leaking water into our furnace, and now we have anew leak in the wash and upstairs shower, all next the AC.

I have take video and picture of all issues and have had wife write a statement of fact regarding this issue.

I would our AC and plumb issues fix by a different AC plumbing company and a full refund of $577.00

Thank you

[redacted]




[redacted] - 08/07/2015 14:27:07



[redacted] Air also left the old AC unit in my drive way leaking oil.

[redacted]




First American - 08/14/2015 10:01:41



Hello Mr. [redacted], we have received your web inquiry. I understand your concern on this. I have reached out to the contractor to provide an invoice and also remove the old unit. For further assistance, please contact First American. Thank you, for choosing First American and please enjoy the rest of your day.

*The state of California requires we respond to all emails received. For this reason you will receive this same message duplicate times.




First American - 08/14/2015 10:02:01



Hello Mr. [redacted], we have received your web inquiry. I understand your concern on this. I have reached out to the contractor to provide an invoice and also remove the old unit. For further assistance, please contact First American. Thank you, for choosing First American and please enjoy the rest of your day.

*The state of California requires we respond to all emails received. For this reason you will receive this same message duplicate times.




First American - 08/14/2015 10:02:22



Hello Mr. [redacted], we have received your web inquiry. I understand your concern on this. I have reached out to the contractor to provide an invoice and also remove the old unit. For further assistance, please contact First American. Thank you, for choosing First American and please enjoy the rest of your day.

*The state of California requires we respond to all emails received. For this reason you will receive this same message duplicate times.




First American - 08/14/2015 10:02:36



Hello Mr. [redacted], we have received your web inquiry. I understand your concern on this. I have reached out to the contractor to provide an invoice and also remove the old unit. For further assistance, please contact First American. Thank you, for choosing First American and please enjoy the rest of your day.

*The state of California requires we respond to all emails received. For this reason you will receive this same message duplicate times.

Our air conditioner stopped working after 30 days in our new home. We have a son that has health issues and can't be exposed to extreme heat or cold without experiencing serious consequences. We explained the problem and it was suppose to be listed as a medical emergency but it has now been 15 days and we are still waiting. We have made numerous calls to no avail. Now that I have read other reviews on this company I see that poor service, lack of urgency and slow to no followup seems to be the norm. The website where they say you can review your claim and get all your answers is a joke.. Mine has read "In progress" with no other information or updates. Calls have required a 20 to 30 minute minimum wait every time. My husband asked to speak to a supervisor and was put on hold for 45 minutes and then they hung up. Our son did end up in the hospital as a result of the heat and had to have a blood transfusion which doesn't seem to concern anyone we've talked to. The service company assigned to do the work say they have to wait until they receive the parts. They turned in their report on 8/4 and still haven't received any parts so when we called FA today they said we had to approve an increase for something not covered, which we have already approved and now they want us to wait another 3 days. This is not our first experience with a home warranty company when purchasing a home, but this is by far the worst experience we have ever had. I recommend if you are looking for a home warranty company to stay clear of First American Home Warranty.

I had a terrible experience with this company. I can only assume they work with their contractors to make sure they don't have to pay out on claims. The plumbing contractor was awful as well.

We purchased a pool and spa warranty when we bought our new house. They sent a vendor/company who filed a false report stating that our hot tub was unsafe and could not be fixed. That report basically certified that nothing would ever by covered by the policy. I was able to hire a reputable company who was able to resolve our problem easily and pay $337. The policy is bogus and they contract with companies whose primary job is to find anything or (make up) something so the policy doesn't have to pay for the repair. It's a scam. I would never recommend anyone from buying any of these policies. It's better to find a reputable company on your own. A complete waste our time and money.

It is very simple, if you are looking for a home warranty plan, DO NOT use this company. The quality of service providers they use are very poor. 7 trips out to fix an ice maker, the pool guy took my high end motor and replaced with a low end and then sold my high end motor. I had two other claims just like this. There are many other options, I suggest you pick anyone except First American! Rate this company as POOR.

This place is terrible. The do not hire qualified contractors. They give you the runaround. This business should be shutdown for fraud.

I was happy with this company until my last 2 problems. I feel like I am in a nightmare. This company outsources and you can get someone from Guatamala, Phillipines, India, Dominican Republic and so on. When you are totally exasperated the outsourced companies say they cannot connect you to the United States. or connect you to a supervisor. I was told by the repairman my part had been ordered the morning after they came out. I ask for them to fax me a verification so I could deal with the problem. I called FA and received someone in Guatamala after being on hold for 23 minutes. I was told I could not be connected to anyone in US. I was told after several more minutes that my purchase order for this repair was was not re received by FA until Saturday. Mind you I had proof staring me in the eye that they received it days before. Today it has been 7 days and purchase order for parts hasn't been cleared yet. I am getting more and more frustrated with this company that at first gave excellent service. At one time I raved about this company. I can no longer do that. I wouldn't refer them to anyone. The repairs taking anywhere from 1 to 3 weeks. This is a problem in the election about jobs leaving the US. First American is hypocritical using their patriotic name when they outsource to so many countries. If your reading this help spread the word. I believe better service is obtainable if you can get anyone to listen. It,s impossible.




I

First American Home Warranty is the BIGGEST FRAUD and CHEAT that EXIST on this PLANET.
They certainly collect the monthly premium on time but when you need to file a claim they don't feel the need to communicate with you about the status of the repair/replacement item. When you call to discuss the claim you are told it's not a priority item. I don't know what kind of people they employee but they certainly don't know how to speak to customers.