First American Home Buyers Protection Corporation

First American Home Warranty is the absolute worst! Their customer service is horrible at best! I unfortunately have this warranty protection on two of my homes I have had two claims since I've had the warranty, one was to replace a tub faucet and the other was for a spring on the garage door The first one they sent out a "plumber" that didn't have the part and had to order it leaving our tenant without a shower for a week The second was a spring on a garage door The contractor they sent out, Sears, called me before they came and asked me the nature of the problem, when I told them they said they don't do that type of work and wouldn't be able to help me I called the service department and asked what I should do and they said they would call back in hours....no call...another hours....no call I have called them times today I requested to speak to a supervisor and no one could connect me with one All of the reps that I spoke with were in the Dominican Republic and you could tell they were reading a monitor Garage door is still not fixed nor do I know when it will be fixed They told me I couldn't find a contractor in my area because they may not work with said contractor Just awful! Awful!! I will tell everyone I know in the DC area to stay far away!

The longest hold time I ever experienced with a customer service departmentMinimum minutes and one instance I have to wait minutes to get transferred and wait on other minutesI placed a claim on July , they assign me a contractor that give me a range from 1:pm to 6:pmFirst appointment I missed my job all the afternoon with no show from the contractorHe blamed the trafficThe second appontment he showed up late at 7:pm for the same reason, trafficHe locked at the microwave (not heating ) and concluded that the Megnetron needs to be replacedThe magnetron arrived about week laterHe called and my land line was busyHe left me a voice mail to cancel the appontmentI called First -Mexican to complain and requested that they replace the contractor or have the contractor to call my cell in case of busy line The contractor shows up a week later,on August and replaced the Magnetron , but the microwave fault was not correctedThen he said he is going to order a HV CapacitorOn August he called me to arrange for repair visit on August between 1:and 6:pmAt 4:pm his wife / partner called me from contractors official phone number to tell me that the tech called my cell at 4:pm and was no answerI told her that I did not receive I any missed call from him, but I am home waiting from him , minutes later she called me to inform me that the tech is not obligated to show up since I did not answer the phoneI think this cheap contractor is overwhelmed with claims, despite many on line complaints to first AmericanI think all they care about is the bottom line: low material and labor costIn fact I looked at the HV capacitor on line and most online sites offer days delivery, but it took First American weeks to get it ordered and deliveredCheap transportation I guess

used to be decent but customer service is completely in the tankSave yourself the frustration and additional cost and just save money each month for possible future issues
They replace your nice stuff with the lowest grade possible making your solution less efficientdon't expect any type of communication from the company as to what is going on with your claim as you wait for weeks upon weeks to get something fixedThis didn't just happen once, it happened multiple timesBe prepared to sit on hold for an hour before getting to talk to someone from a foreign country who is not permitted to fix your problem or send you to a someone who canNo direct phone lines means when you lose connection you have to wait on hold again for an hour and start back at zeroThis happened times in one transaction
If you can avoid this company you shouldI reached out to try to ammend things and talk to someone in charge and was only met with a computer generated response a week later

After reading about other home warranty companies, I am starting to think that they are not so bad just the "norm"Still hoping for no fires

These people do not even rate a starMake sure you have an hour or two to stay on the phone until you can get someone to answer youThe customer services is really bad!
If the contractor did not fix your problem you have to pray for help because they don't call you back

We have had two separate policies with First American and both have been terribleWhen they send you a brochure with covered items, the items are not actually coveredYou have to request a specific list of covered items from the company that pertains to your propertyContacting the company is nearly impossible with no one answering calls, disconnection at every turn, etc When they send you an actual bill, it is past due with no prior notificationThey even turned us over to collection for for a bill that had been paid When you actually get to a service rep (after making up extentions until one works) they are rude I would rather pay full price for a service than use this company ever again

This is just an awful company I have been put on hold every time for over minutes Twice they ended up dropping the call and never called back!!!!! I had to call them back and was put on hold for another minutes My issue is still not resolved! Even when I was on the phone with a tech, they had to put me on hold several times (for more than minutes each time) to get questions answered I'm going to have to take a one week vacation just to deal with these guys!!!!!!! They are supposed to make things easier Well, all they have done so far is make things worse The guy even told me that they were supposed to put a purchase request in days ago but when I called for an update, they hadn't done that yet Just incompetency all around

This is an absolutely horrendous company to try to deal withAny time you file a claim they will do whatever they can to delay any action and avoid actually addressing your problemI had broken refrigerator that took over weeks to finally get a settlement on when they accepted that it couldn't be repaired, and every time I tried to reach someone the phone call took at least minutes as one person would sy they couldn't help and put me on hold for minutes to get someone else etcI am again dealing wit the same modus operandi with a pool problem that I filed a claim for weeks ago and still hasn't been correctedNothing happens at all unless I call and demand a supervisor and even then they just say it will take more time, and I'll have to follow up in a few weeks to see if a part comes inStill waiting weeks later and noone knows where the part is

Hands down the WORST home warranty company in existenceCall center reps speak horrible English, lack empathy and the supervisors are no betterLook at the last reviews, (make it now), (make it now) had a negative experience and I know exactly why nowWe live in Arizona and have been without AC for days and accrued $in hotel fees that First American will not reimburseThe part needed for install is available to contractor to pickup TODAY, 8/4/2016, but they wont install it until Monday, 8/8/Keep in mind this is the 2nd weekend delay, it took the contractor days to even look at the AC and First American wouldn't lift a finger to expedite thatI strongly advise any consumer to steer clear of this place and if you are a realtor, I would not recommend First American to your home buyers as it will negatively impact your reputationFirst American doesn't care about their reputation so that doesn't matterThe CEO should be ashamed of the service provided and Im really hoping that this place goes out of business

Tomorrow will mark weeks without air conditioning We opened a claim on October 5th for a non-working A/C unit Originally, we were told this was a preexisting condition, and 1st American would not cover this Funny thing is our air conditioner was working when we got the home warranty
After about weeks of arguing whether this is covered or not, they agree that this does fall under their coverageGreatThey are a home warranty company, so they should serve their one and only purpose
So another week goes by where we argue back and forth regarding what they will and will not cover Their first technician comes out and tells us word for word, "There is no repairing this air handler system, it will have to be replaced." 1st American Home Buyers tells us, "Great news, the air handler is fine and will not be replaced The only item that will be replaced is the evaporator coil Therefore that is all we will cover
So here we are, weeks with no AC (in Texas) after the original claim, 1st American had their second opinion, because they didn't like the first technician's opinion The second technician tells us the exact same thingNow that we have that straight, they have ordered a new air handler (over a week and a half ago) at $1,out of pocket cost to us They may get around to replacing this unit before our weekend 5th weekend without air
Now I understand we can't expect all the costs to be covered, and that these things take time to process/ order parts, but weeks later, this is beyond ridiculous I now have a 1st American manager's direct cell phone number, (only because my realtor threatened to stop referring their company), but before this, I spend countless hours on the phone with their (absolutely terrible) call center trying to resolve my non-covered "preexisting condition" issue, then the evapcoil vsair handler replacement argument I was placed on a "brief" hold for 15+ minutes on separate occasions, hung up on separate times, and when I would dial these folk's extensions, I would get voicemail One voicemail said feel free to leave a message, "I will not be calling you back" Well thank you for your honestly
Oh, and apparently according to 1st American, there is no rush for AC work when there is 90+ degree weather (which there was, it was pretty warm), a home is fully habitable unless it breaks 100+ degrees outside, just so you know
It seems this company's customer service stops after you submit payment for the warranty itself This company will look for any loopholes in their warranty in order to deny your claim or to pay out the smallest amount possible (which is to be expectedevery company has to turn a profit) What I didn't expect was that after we proved this was not pre-existing, and after they gave in to their second technician who said "the whole system needs to be replaced", was that we would still be waiting 2+ weeks after we've come to an agreement without air conditioning before we are TOLD we will get a fix I'm not holding my breath, because if I was, I would have been dead weeks ago

First American Home Buyers Protection actually offers the home owners nothingThe company is the absolute worse with both customer service and getting vendors to fix any problems that occurI honestly cannot see how this company stays in business when in reality they are a complete sham DO NOT USE THIS COMPANY it will be the worse $dollars spent on a useless contract
The Revdex.com should rate them an F and discourage their use

Shysters! They take money and it gets you nothingDon't get it

It is now over weeks(day) without our heater workingSent contractor that did not have part to do repair and appears not making report to you about problem for day after showing up late for appointmentNow company is
"reviewing" the problemThe furnace draft inducer motor is not working, a major part of the heating unit what is to be "reviewed" now get the parts to repair the unitI was able to find the part online in ten minute and would be shipped that day
contractor's findings are non-covered servicesThe part needs to be replaced which should include all seals and fastenersI have not been contacted about what is not coveredThere is no reason the installing of the part is outside the covered service or is it that the company is trying to get out of doing the repairMy year old wife has been to the doctor and is sick in bed because of the lack of heatingIf this is not fixed ASAP I will be contacting the local TV stations
Excessive hold times(over minutes then called is dropped) and inaccurate information from customer service
Does not provide accurate or timely estimates for repairs
Refuses to honor their responsibilities set in the contract
4, Send Revdex.com "F" rated contractors to collect service fee and do nothing for day then delay processing claim
5, Claim installing part not covered by contact
Stated "Your approval is needed to complete a purchase order." but did not contact me
Gives contact person name and ext # that can not be reached only voice mail and they does not call back or email
Current been on hold for over minutes and nothing but dead silence

Roughly five weeks ago, my dual wall-mounted oven was found to have a controller defectNot only did it take FA over weeks to recognize that the technician had requested approval for the rebuild of the "no longer available" controller, it likely would have gone unnoticed entirely if I had not called at FA to ask about the progress being made on obtaining the partI was assured by the associate at FA that the part "was now on order" and that somebody would be calling me in one week to give me an update on where we stand
Two weeks went by without anybody calling me, and essentially, I was just about ready to call again when an FA claims manager called me and asked me if I had already made my decision about whether or not I wanted a cash payout or if I wanted the controller repairedI told her that I was and have always been for the repair, and asked if the entire aforegoing conversation two weeks prior had even been logged or not? Having received no clear answer, I asked her about the cash payout option, which she said would not be for the value of a replacement unit, but only the value of the pending repair, which, having not even been authorized yet, would take another 3-weeks since the controller would need to be rebuilt from the existing partI was given the lowball option of $cash payout (the value of the repair), which is really not an option for a $unit if I wanted to simply jump to a new ovenSo, hurry up and wait-- 8-WEEKS IN ALL, WHICH IS SIMPLY UNACCEPTABLE FOR A WARRANTY COMPANY, IMO Add insult to injury: the technician never took out the part from the oven when he first took a look at the oven! There will be yet another week's delay and half day of taking off from work to meet his 4-hour "time window" for the minutes of work he'll spend to take out the controller that he should have done in the first place!
HORRIBLE EXPERIENCE, ALL AROUND

[redacted] BY FIRST AMERICAN

Company disallowed a claim for a leaky shower ( into the downstair's neighbor's condo,) because they said a screw on the shower plate in my tenant's bathroom wall plate behind the shower lever was tightened too tightly. They allege the over tightened screw cracked the plate and resulted in the leak, and that this is not normal wear and tear.

Went over there to check it out.... There is NO screw on the plate. You can see there is a space between the wall plate( not cracked) and the shower handle that turns on the shower. It's all rusty in that space and it is clearly wear and tear that has created the problem.

In the meantime, I have had to deal with some extremely rude customer service from this company, as I argue with them over this matter. I don't pay for a warranty to be literally yelled at by their customer service people.

So- are you looking for prompt and courteous service? Repair persons who know their stuff? Correct billing? All those things you would want in a homeowner's insurance company? Well then, my advice to you is to look elsewhere. I am taking the six properties I have insured through this poor excuse for a company to a different company, where I can find prompt, courteous service with repair vendors that know what they are supposed to know to effect timely and correct repairs. You should do the same.

I submitted a claim to First American Home Buyers a few days ago for a broken heater over the phone.

During the process, they have never called me back as promised. Any action taken I've had to do it all myself.

The first contractor they assigned me, I called and they were not even in my area.

I called again and the rep stated they would get me another contractor within a few hours.

After 8 hours, I called them back and spoke with another rep who refused to help me get a contractor while on the phone with him. After I asked to speak to his manager, he hung up on me.

I called back and asked for another contractor or use a third party to repair the device, this was declined and because it was after hours they could not make another appointment. They said they would call in the morning.

They never called in the morning.

I called at about 9:30am, and I was told that no contractors would be available until the next week. So they said I could be escalated to be able to use a third party for the repairs.

They said they would call me back 2-4 hours.

4 and a half hours later I called them.

They now say they will not have any resolution until tomorrow.

This is on top of the rudeness and having a rep talk over you and the general inhuman attitude towards customers.

I would stay away from this company at all costs.

Believe it or not I have been trying to give the benefit of the doubt to this insurance company for the past three years. I first was told about them from a colleague who had nothing but praise for them. Maybe that was because she had bought a house with the warranty included. The first two years they responded with knowledgable experience with what I needed. The past three years I have been getting more and more disappointed with the companies they send to repair my appliances. Now they have increased the monthly charge to $50 vice $40 and the call out charge is $60 vice 50. I am probably to blame for not reading the new policies or the wording in those policies.
One example for a call out for an air conditioning emergency, of course the air conditioner went out in 110 degree weather. First they could not get anyone, but eventually a man came and ok a look at the setting, they same old questions about changing the filter, cleaning out the drainage, etc, etc. he then went on to tell me that the setting should not be more than 4 degrees below the outside heat, I could not believe it. It was the hottest day ever, he told me to turn off the air conditioning and wait until the ice accumulated on the Outside machine had melted. I am going to look at the contract from 2008 and see what had changed to today's contract. We had a garage door problem, they did not ask what the problem was, just checked the policy and told me we were covered. Silly me thought that covered my garage door. On no we are only covered for the motor. Why didn't they tell what was covered. I am now out of pocket again $60 plus $50 and all the other months I have been paying without service. I think anyone looking into a home warranty vice insurance policy should get a lawyer to look at the contract every year.
Do not buy anything without thinking $600 yearly (for now), plus if you call out a service man $60 usually without a genuine repair man. They sometimes do use fairly decent people, but we have had to pay over $1000 dollars on top of what was not covered.
BE WARY OF ANY HOME WARRANTY COMPANIESl.

What a nightmare, avoid these amateurs at all costs. It's telling that the only positive reviews here are canned endorsements from realtors, not actual customers. We used our warranty several times in our first year of home ownership for plumbing issues, and each time we were referred to terribly rated companies who took forever to respond (or didn't respond at all), then did messy work. In one instance our kitchen faucet had to be replaced and it took TWO WEEKS because the plumber they referred wasn't available for days, then he had to order parts through First American, which arrived a week later, then he wasn't available to install them until the following week. He finally arrived, with the wrong faucet, which now doesn't match the rest of our kitchen. And surprise, it's already leaking. There's a plumber here today fixing it and he took one look under the sink and said "Who the [redacted] installed this??" Another time, we called first thing in the morning with a plumbing emergency and First American promised they'd have someone out that same day. The company they referred (1-star review average on [redacted] was closed that day. We followed up with First American to get another referral and never heard a word from them. We ended up having to hire our own plumber. The next time we heard from First American was months later when they started spamming us with daily calls to renew our worthless warranty. Such a scam.

they do not get people to your home in a timely manner, I have not been paid for a claim that is over 5 months old, contacting anyone is an absolute nightmare, you will not get help from this company, too many excuses. don't waste your time, money or sanity on this company shop other home warranties.

We have contracted with First American Home Buyers Protection for several years.
More often than not, we are frustrated by the repair companies that First American contracts with. They tend to be the bottom of the barrel companies as is evident when you look the companies up on yelp and see all the many poor reviews. None-the-less, as the consumer you have no control over who First American chooses to send to our home. Further, unfortunately, First American does not seem to advocate for high standards of service. It becomes very clear that the repair company is working for First American and not the home owner. These companies don't feel any need to get their work completed in a timely manner and First American does not advocate for its consumer. A simple repair to an important item will likely take weeks rather than a day. And First American doesn't care.
I would not recommend contracting with this company.
Current Example:
Our Maytag Washing Machine stops working.
We call First American to schedule a repair on November 24th.
Someone comes to our house, hardly speaks English, tells us he needs parts but doesn't tell us what parts or write it up on a work order, and asks for $65 and leaves. We had to call the company, [redacted], only to be told it would take 1 to 10 business days to receive the part only AFTER First American approves it, which could add several more days. Note: This is a Maytag Washer - Sears- and we live in Los Angeles, not the middle of Alaska. If I had ordered the part online as an un-contracted consumer I would have received it in 1 to 2 business days. But instead, I would have driven around the block to a Sears Parts Store and picked it up the same day! Which is what [redacted] could have done but they don't care because they are not beholden to me, the home owner they work for First American and First American doesn't care about its customer.
So, we have to call and call to see when they might deign to show back up. Finally, today, 11 days later, they tell us that they expect the part on December 9th and can schedule to come back on December 10th.
16 Days to repair a very standard washing machine and First American is not doing anything to require the repair company to get the job done in a timely manner.
First American does not care about its customer, and as their customer, we are stuck using whichever company First American chooses. In most cases, I have found, that these are the least reputable repair companies in the area.