First American Home Buyers Protection Corporation

STAY AWAY. This is not a company, but a total scam. The real estate agents are their seller agents and get paid a high percentage for selling coverage to inexperienced home buyers like me at the closing time. There is absolutely nothing that they can help you with. They make you call them 20 times and keep you on hold to approve a $25 bathroom faucet, to replace a $110 faucet, because it is THEIR POLICY to replace with lowest grade products. I haven't even got that $25 yet.
Why CA state consumer protection can let these guys stay in business???

I've had them for both houses I've bought. I used them once on the first for a garage door issue which never got fixed or replaced since parts were unavailable. They wanted me to deal with the issue and get it fixed and then reimburse me if under certain amount. Of course issue never got fixed to this day still there. My current house I live in has a plumbing issue that causes sewer gas leaking. The contractor came out and looked and at it and gave a report back on what needs done and stuff. FAHB wants another contractor to come out and give an second opinion which I understand, But they want me to look for the contractor and pay the contractor and be reimbursed as long as under $125, if over that they have to call and get approval to do the job. I don't have time to look for contractor and the one that came out is a very respectful contractor from what I've informed. I still have the issue and its been a month and half since I called FAH and still waiting on them to get it fixed. Very slow service, sometimes I can't even understand their customer reps. I'm informing my realtor stop offering this to people. Like I said I'm waiting for the issue to be fixed and 3 days ago they said someone would contact me. Guess I'll have to make another call tomorrow and wait another 20-30 minutes for rep to complain some more. [redacted] Heating and Plumbing was the contractor.

I talked to [redacted] one of the supervisors regarding why my claim was denied. Not only was he unable to provide with a explanation, but he also have power issue. He's very arrogant and rude. I only wanted to understand how our claim is denied. A detailed and reasonable explanation was requested but I never received it. He said he'll talked to the technician and would call me back but I never received a call back. Therefore, I decided to give him a call but he did not pick up. I left a message and till now have not received any reply. Worst customer service and it coming from a supervisor. Very disappointed with this company . Worst experience ever.

My GE refrigerator went out on Dec 2nd. I called at 8am about the issue they told me they would have someone come look at it on Dec 15th thats two weeks without one. I have called them a few times and they have always said they would call back. I haven't received one phone from them not one. I have paid this company 50 plus dollars a month for the past 5 year. The day I called on Dec second they withdrew the money out of my account that night. I could have bought a 3 new refrigerator with the amount I have paid. The day they fix my fridge I plan on canceling my policy and going with a company that actually cares about families. When I joined I spoke to someone in America not anymore its been all outsourced. I spoke with with a manager today names Breny today she was not helpful what so ever just kept telling me to call back and that she could not transfer me to someone that could fix my problem or give me a time frame on when it would be fixed. I hate this company and will never use them again after we settle my issue.

On 6/20/16 one of my HVAC systems was not cooling so I called First American (FA) and they arranged for the contractor to arrive the next day. On 6/21 contractor determined that the entire system needed replacement. Several days went by before FA called to let me know they approved the replacement and that the new unit would arrive in about a week. I advised them that the temps had been and were expected to remain in the mid/high 90's and humid here in Bluffton, SC. They basically said "tough" - this was the standard time frame. Fortunately, we have another system on the other side of our home so we were able to manage (I can't imagine what people with just one system had to endure). After more than a week the contractor called to say that one component of the new system had arrived, but not the other one and they can't install without both. On 6/30 or 7/1, I called FA to find out what happened and they indicated there was a mix up with their supplier and that the second component would be sent out either that day or the next and should arrive by Tuesday 7/5. On 7/7 I called FA and asked where the component was and they said they just sent a purchase order to the supplier on 7/5. So instead of having it on 7/5, they just ordered it and said it would be at the contractor by 7/13 and no way to expedite. Miraculously, it actually arrived on 7/13 and the contractor has scheduled installation on 7/18. This means my HVAC system will have been done for 4 weeks. When I called to find out if there would be any compensation for this incredible inconvenience I was told flatly "no". The contract doesn't allow it, blah, blah, blah. There was no sense of customer service, no sense of urgency throughout the process, and a lack of concern. In my opinion it is clear they stay in business by handling the small issues well (we did have a good experience with a toilet issue) and botching the big issues. I imagine their hope is that people will just cave in and pay to have a well prepared HVAC vendor replace the unit in a day or two. Shortly before this issue I actually recommended FA to a few new people who moved into my area, but because of this issue they have decided not to use FA. I also plan to let others who move into my area know of my experience. While FA's coverage is great, their service and execution is poor.

First off, the only reason I have this warranty is because the seller paid for it. I i had asked for this myself, I would be beyond furious.
They are the absolute WORST! Originally I had a problem back in September where they sent someone to fix my AC, the guy that arrived was extremely unprofessional. I ended up having to pay out of pocket close to $400 to get my AC unit "remodeled" in order for it to work properly and of course that was not covered by the insurance. So fast forward to now when it's extremely cold and I am in need of heat. Waited 2 weeks for a contractor to come to my residence after having to call the company twice. And when they finally arrived, they were not even able to fix the problem because some parts were missing and told us they would be coming back on friday (they came on a wednesday). To my surprise, no one comes on Friday like they had informed us, and when we called the contractor, they told us that they couldn't fix it because the previously contractor only fixed the AC and disconnected the heat. All the while, no one has bothered to follow up with me and just claimed that the issue was resolved. I am still sitting here freezing in my own home because this company is completely incompetent. I have been on hold on 4 separate time today, just so I could be disconnected after waiting for 20 minutes EACH TIME.
Needless to say, I will NOT be renewing this crappy service. I WOULD NEVER recommend this to anyone, not even my worst enemy.

If I could get a negative rating, believe me, I would.

For a year now, we've had issues with our AC unit pouring water into our hall and garage. We've had to pay several service fees, taken multiple days off work and paid over $730 to have our unit cleaned after they told us to do so. They've sent multiple people out 15 times over the last year. During the winter, the unit wasn't leaking, so we assumed it had been fixed. As soon as temperatures rose, it was back to pouring in and ruining our carpet. The last two technicians have requested the unit be replaced and the company has denied our claim with no call or explanation. I've spent hours on the phone trying to speak to someone, only to call the contractor and them tell me it was denied. The company has done everything possible to not pay a cent and now have refused to help us after A YEAR! One of the contractors told us the warranty company told him to not replace the ac pan but to coat it with something! I would use any company but First American. Most of their technicians have not known how to do their job or have been down right rude to us. Please don't waste your money.

Stay as far away from this company as you can get. I called them because my heater is out in the middle of winter and I have a four month old baby. I explained the situation to the company and they stated that they would make this an "emergency" work order and get someone out as soon as they can since we have an infant in the house. 8 hours later I reached out to them again only to be told that they cant find a company in my area to answer the phone or to do after hours. They refused to let me talk to a manager or attempt to talk to any agent actually handling my claim. I finally reached a manager at 10 last night who proceeded to tell me that she wasnt sure what I was upset about and that I needed to realize they are working on it. I then had to spend the night with no heater because they couldn't find anyone. This morning again I received a call at about 9 am telling me no one was answering their phones and that they were trying to get this "emergent" situation taken care of. So I again I waited and they did nothing. At 1 I called them again to get a status update and was told that I would receive a call back ( I didn't)
At 3:30 I received a call from the mechanic place stating she just got the work order and that it was a two day work order and that she was trying to get me on the books for Saturday. When I explained the situation to her and stated what I was told and that it should be an emergent situation even though it has been more 24 hours. She attempted to call the company and ask for an updated work order. They refused to do so because it was 47 degrees outside and they felt that was warm enough for without a heater. When I again reiterated that it has been more than 24 hours and that I have a BABY they stated that it was fine since the weather is supposed to warm up tomorrow a bit. This is the absolutely the stupidest LOGIC I have ever encountered.After repeated attempts to rectify this situation and because I love my baby and cant have him freezing we had to not only pay out of pocket for a hotel but we also had to pay out of pocked to get our unit fixed. A unit that we have had to have numerous contractors come out and service because First American has refused a replacement. Stay as far away from this company as you can! They do not care at all about their customers!

My air conditioning went out in early may. My wife contacted first american on 5/4/2016. They sent out [redacted] out of Longview TX. [redacted] initially could not find an issue. After sending out another tech he told me he thought he had the issue resolved. 30 minutes after he left the unit quit working properly. [redacted] then requested the air conditioning units be replaced. First American wanted a second opinion and contracted [redacted] Air out of the Overton/Kilgore/Henderson area of east texas. [redacted] attempted to correct the issue, but about a week after their resolution the air conditioner went out again. First American the contracted [redacted] out of Gilmer Texas. He came out monday 5/23/2016 and requested a new fan motor. On 5/25/2016 the unit quit working properly again. When contacted first american had no resolution of how to fix the issue. Said they had no idea who they would contract, who would contact us, or how long it would be. The customer service has been lacking to put it mildly. At almost every turn we have had to contact first american and the companies they have contracted out. First American has drug their feet at every turn. There is no way this issue should still be unresolved over three weeks later. What is worse is that we are nowhere nearer resolving the issue than we were at first complaint. How many times does the unit have to be recommended to be replaced before they finally fix the issue instead of trying to bandaid it.

9 dAys without hot wAter!
Tech came a week ago and told FAHW to replace instant on electric hot water heater.
They would only order a part.33 minutes on hold at FAHW complained about hold time agrnt hung up on me! Called back on sales line 2 minute hold. Poor cust service
Poor employee attitude. Bad company!!!

Do not use this outfit! The damage warranty does not cover actual damage! The warranty claims to cover a broken pipe in a wall (which I had) but they only cover the cost of replacing the 95 cent copper elbow that broke. None of the water damage was covered in the fine print. It took three months, 6 ,hour long, phone calls and finally hiring my own contractor to get this finished. I am out $1500.00 for the damage they do not cover. This kind of unseen problem is exactly why you buy a warranty.Who'd pay $200.00 for insurance to make sure a $200 garbage disposal doesn't go bad. Its for serious damage that may occur after you buy the house.
The contractor who worked for them gave a false report of the damage in order to quickly put me off. Subsequent inspections by my own licensed people revealed the truth. I was seriously irritated but, get this, the fine print says they don't cover my personal stress over their worthless insurance coverage. Run from Worst American Home Buyers!

On the morning of 9/15/16 toilets backed up into the shower. Called FAHB and it was classified by them as an "emergency". They assigned a contractor and I waited. Finally called the contractor, they were not interested. Called FAHB who assigned another contractor who couldn't get there till the next day. Meanwhile with Drano & hot water I got the system to flow slowly. Contractor showed up, tried the drain auger and decided that there was some blockage but they needed to put there TV camera down the line, which would, of course, be the next week. The following Tuesday I called FAHB who contacted the contractor and later informed me that they too were no longer interested. The third contractor showed up two days later with camera equipment and I was informed that to clear the blockages a cleanout would have to be installed upstream of the blockages which FAHB would not pay for. For $1100 I got the cleanout and a week later the power wash was done. So the "emergency" only took two weeks. During this two week process I tried repeatedly to talk to anyone at FAHB and was met with on-line holds, stone-walling, excuses and people with only a rudimentary understanding of English who usually responded from a prepared script. An absolutely disgusting experience. How in the world is this company accredited ?????

We recently had some issues for our washing machine. First American dispatched a service rep (from [redacted] who basically made a bad repair which resulted in a broken washing machine 2 months later.

We then had 3 more visits from another service contractor. The first was to diagnose the problem, 2nd was supposed to fix the problem but he showed up without the right parts and the 3rd was actually to fix the problem.

We've had a pretty [redacted] experience with First American where they (a) subcontracted the service to someone who was incompetent, (b) took a number of weeks to find & send the new parts, which when you have a family is a significant inconvenience and (c) then charged us for each service visit.

All in all I wouldn't recommend First American and plan to look elsewhere for home warranty protection.

I spoke two reps at First American and both gave me a different reasons why the plumber has not returned to my home with the part. One lied and said they never received the work order from Plumber and the other said they are waiting for approval to order the part. 5 days go by, I called the plumbing company and they said, sorry First American denied the claim 4 days ago.

Of course I cancelled my policy. I urge you to not use First American

Don't waste your time with these guys. Coveniently, when you want to sign up, you get to speak to someone within about 15 seconds. If you want to place a claim however you will spend an average of 45 minutes on hold and then they will hang up on you about 1 out of 5 times. Do they call you back? Nope. So, once you speak with someone they will tell you what you want to hear and you'll say "OK" and then you won't hear back from them. Then start from beginning and call the again only to wait on hold - explain situation from beginning - and repeat process again. This goes on for about a month and you either give up or keep wasting your time. Evantually they will correct the problem but not before you want to strangle someone. I hate these people almost as much as my cable provider - and that is saying a lot. My contract is expiring in 2 weeks and I will not be renewing.

I can't express how disappointed I am with this company. I hate to even think about filing claims with them because every time, it's the same thing. I've had numerous claims filed on my A/C unit. I've had problems with the outside unit as well as the air handler. It takes forever to get someone on the phone, no matter what time of day or night it is. They try to get work done as cheap as possible and they claim to be replacing parts with new parts, when I know for a fact that the parts are refurbished. My last bad experience was that my AC went out on a Wed. night. I called them around 9pm. They assigned me a contractor and told me to call them at 8am the next morning. I called the contractor the next morning, only to find out that they were almost 3 hrs away and couldn't service my AC until Monday of the next week. I had to made several phone calls back to the warranty company to see if they could get a closer contractor that could get to me sooner than 5 days. I also explained to them that I live in Florida and my house temp is 95 degrees inside. That news didn't increase their sense of urgency one bit. They told me they couldn't find another contractor in my area that could service me before Monday. I asked that, since they couldn't find another vendor, and I have a htg/ac contractor right next door that could get the work done the same day, would they authorize an approval to use him? The answer was no. And if I used him, I would be responsible for any expenses and they would not reimbursement me. The contractor next door was able to assess the issue and repair it on Friday so I wouldn't have to suffer the entire weekend. I tried to get in touch with 1st Amer. all weekend, only to be put on hold for 25 to 45 mins each time, which is ridiculous. Finally got in touch with them on Monday and they returned my call. I canceled my claim and told them about the negative experience I had trying to get this claim resolved. Their reps pretty much go off of a script and act like they just don't give a crap. And it doesn't matter the level they are. I will be canceling my warranty with this company as soon as I can find a warranty company I can trust.

We got this warranty when we bought our house and have found it totally useless and a complete waste of money. Always seems that what ever our issue, it just doesn't seem to fit into the correct boxes. May I suggest the best place to spend your money is to have very qualified electricians and plumbers make a careful and thorough inspection of the property systems and that way you will know what needs to be done and you can get the sellers to give credits towards the work. Don't trust a home inspector to find real problems or a home warranty to help you unless you just need to replace a failed appliance.. [redacted]

When I first started with First American Home Buyers Protection they were good back then. I've been with this company for thirteen years, and my last two years experience with them has been difficult. This past two weeks my AC has been broken, and until today my AC has not been fixed. The service is getting worse so I need to switch this company because I have been calling them every single day, leaving messages and I never get a response. FInally someone responds and she says you need to talk to the manger, which I have been trying to reach for the past four days, and haven't gotten a single response. I reached out to the supervisor thinking I might have a chance, but tells me he can't do anything about it and have to wait for the manager Laura to respond to my voicemails and emails. The customer service, management and supervisor were absolutely unhelpful in every way possible. This company is going down the drain, these people seem like they don't want to do their job or hate their job. I am very disappointed with this company...What a shame.

1. Excessive hold times and inaccurate information from customer service
2. Does not provide accurate or timely estimates for repairs
3. Willing to lie to customers to put off payment of claims
4. Refuses to honor their responsibilities set in the contract

I have been a customer of this company for 3 years and have paid my premiums every month during that time. When my refrigerator was not cooling 4 weeks ago, I initially was relieved and thankful I had a home warranty; however, after my experience with First American Home Warranty, I realize that I would have been better off without it. The contractor diagnosed the problem without any issues, but once the issue was diagnosed I was told the parts would be on backorder and they did not know when they would be available. After speaking with a representative and a supervisor and hold times that lasted over an hour, I was told they had worked with a supplier and the parts would arrive in 3-4 business days. When the parts did not arrive, I spoke with someone else who told me that the order had "not gone through" and that they were going to place the order now, so they should have the parts in a few more days. That time has now come and gone and now I am told that the parts will be available in 2 months. My refrigerator cannot be out of service for this long and the company shows no desire to actually help me resolve this situation. The options they have presented are squarely in their best interest, not mine. Customer service is willing to lie to get you off the phone and refuses to follow up. I have honored my responsibilities of the contract by paying my premiums, but they have not honored theirs. This company is in the business of collecting premiums and NOT actually providing coverage their customers need. Dishonesty and self-interest are the calling cards of this company and I will never use them again.

My dryer was not heating. I called on December 7. The only contractor they employ is Sears. Sears couldn't get me on the schedule for two weeks (the 19th)! When I called First American they said they would waive the $95 copay (which has gone up every year for the past eight.) I have been carting washed wet heavy laundry somewhere else to dry ( and pay to dry) for two weeks! Finally Sears was to come today between 8 and 12. When they didn't arrive I called Sears, and it was pushed to between 2-3, then 3-5 and then finally he arrived at 5:30pm. He didn't have the part on his truck because Sears sucks and they don't have a warehouse anymore. He had to order the part (when he could have picked it up locally) and said it would take 7-10 days (and with Christmas it will be longer). I am now on the schedule for the 30th! This is NOT THE WARRANTY I SIGNED UP FOR. IF ANYONE CAN RECOMMEND ANOTHER WARRANTY COMPANY, PLEASE DO! I had to pay the $95 copay or he said he would cancel the order. I had a check ready (four months ago I had them here for the dryer not heating and they took a check) but this time he would only take a credit card and cash is never accepted. This wait time is totally unacceptable.