First American Home Buyers Protection Corporation

First American Home Buyers Protection is an absolute FARST.. this company has no checks and balances and will only state a greatly written contract to avoid protecting their consumer. They are in the business to make money. Buyer please BEWARE!! they hire only incompetent contractors, many with no websites history. I cannot believe honestly how they are still in business. Nobody pays to repair a product they did not manufacture and I offer that logic for FREE

This is NOT the company you want for your home warranty needs. No matter when you call, they will put you on hold for 15 minutes or more and not always give you the opportunity to have someone call you back. They give you the runaround for months, only to find ways to deny your claim.

This home warranty program will go out of their way to avoid making covered repairs. Our A/C went out and required a new coil. They are not covering the $500 to "modify" the duct work to fit the new coil they are sending as they can no longer get the same coil. Yes, duct work is covered but since they are adding the word "modification" to the claim, DENIED coverage. Not only is the coverage lousy, their customer service is inexcusable. A Supervisor abruptly transferred us to voicemail when we were trying to explain that the warranty should cover the repair to the duct work as we are not asking for the modification. This was after the Supersor said "you are a first time home warrant buyer that expects everything under the sun to be covered." Unbelievable! We will never use this company again when our contracts expires. Good luck getting them to honor anything in the contract.

Beware of the excuses by First American Home Buyers contractors. I hired and PAID 3 different air conditioning companies to do the same assessment of the problem with my a/c. All said the same thing, that the coils are worn out and would need replaced, not cleanable. The First American contractors made the same excuses. First said they would clean and install UV lights. second said the coils are dirty with mold and can't be cleaned. Again, my 3 different contractors said the coils cannot be cleaned because they are old and worn, thus must be replaced.

So why am I paying for a/c protection that INCLUDES COIL REPLACEMENT? They do and say anything to get out of the big jobs.

Stay far away from FAHB! Worst customer service I have ever received. They don't respond to messages sent via their website (they promise a response within 24 hours, but still waiting over a week later), it is impossible to get through to anyone on their phone line without spending a lengthy amount of time on hold (I've called at least 10 times in the past week+ and each time was on hold for more than 45 min before reaching anyone), and their priority call-back service does absolutely nothing (tried it 5 times, still have yet to receive one call back). The customer service representatives are either incompetent, unable to take action without escalating the claim, or extremely rude. First, my claim was sent to a contractor who doesn't work in my area (not sure how they didn't realize that before sending it to them), then the claim was redistributed to Sears who does not service garbage disposals or repair plumbing issues at all (also not sure how this happens), then I was told FAHW has no contractors in my area who can service the garbage disposal and my claim would have to be escalated to another department to figure out how to handle it. After trying to reach the escalation department for 3 days and being promised every time I called that they would call me back (no one ever called me back), I finally reached someone who found a contractor who could come out. The problem was the only window they could offer was a 4-hour window the very next morning and I had a doctors appointment that I could not cancel as it was after 5pm at this point. The customer service rep was extremely rude and told me I had no other option - he was going to set up the call for the next morning regardless of whether I was ok with that or not and I'd have to figure it out with the contractor. When I told him that was unacceptable and that there had to be another contractor who could come out, his response was that no one was forcing me to file a claim through FAHW and that I should cancel my warranty and handle the repair on my own (nice, right!?). My contract with FAHW states that someone will be dispatched to handle a claim within 4 hours of confirmation of coverage, and that under normal circumstances services will be initiated within 48 hours after the claim is made. Clearly FAHW does not care about upholding their contract as it took over a week and more than 10 hours on the phone before I could get them to bother finding a contractor capable of responding to my claim. We have had other home warranty companies in the past but switched to FAHW based on the lower price. Trust me, the small difference in price is well worth it to deal with a competent, reputable company vs. the disaster that is FAHW. I honestly don't know how they are still in business.

I am totally disgusted with First American Home Warranty customer service. I placed an A/C service claim on Aug 7. today is Sept 4 and they will not provide the technician with the authorization to make the repair.
They do not return phone calls. I have left 4 messages over the last 4 hours to Rafael [redacted] no reply

I would ABSOLUTELY NOT consider this business again for a home warranty. We have had four years of of zero claims on our account, until our refrigerator went out. Now we have been waiting for three weeks for a replacement. They will not allow us to purchase one for the difference. They will not allow us to buy one and them pay us back. They have priven that our damaged refrigerator is not fixable, yet they have done nothing to help in three weeks. The only reimbursement on thier part is that we can rent a mini fridge and they will pay us back $75. THREE WEEKS without a normal fridge. The worst part is they do not return your calls, or honor the time they have quoted. We are given estimated times of returned calls, then no call. We have been given estimated time of answers, then no answers. This is absolutely unacceptable.

I have to say that I have been very disappointed in my service with this company. The last several claims that I have files, I generally have to call to find out the status of the claim. I have to spend my time speaking with people that have little to no respect for my time. Claims get closed and I have to call to find out the reason as to why have not been notified. When a representative asks me to hold for 5 - 7 minutes, that is ridiculous. The reps should be able to call me back when they have done their research of the issue. When I ask to be called back, I am told that it is not possible for them to call me back. When I do get someone to say they will call me back, I do not hear from them. Lastly, I cannot speak with a supervisor unless I give a reason to do so.

HORRIBLE CUSTOMER SERVICE. WE HAVE TO WAIT 5 DAYS FOR SOMEONE TO COME OUT. THERE'S NO GUARANTEE PROBLEM WILL BE FIXED. WHY ARE WE PAYING THEM A MONTHLY AMOUNT? AND A SERVICE CALL? WHAT A SHADY BUSINESS. // WHEN I CALLED BACK AND ASKED TO SPEAK WITH A MANAGER TO GET A DIFFERENT VENDOR, EARLIER APPOINTMENT, SHE SAID THIS IS NORMAL AND WITHIN COMPANY POLICY. SHE WOULDN'T EVEN PASS ME ALONG TO A MANAGER. RUDE.

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.

Update 7/19 - FA had their supplier send the wrong unit - they sent an air conditioning only unit rather than a heat pump. The contractor spoke with them to be able to go get the right unit locally and they verbally approved, but when the contractor when to pick it up, they had not sent the approval email to the contractor and supplier so we are out of luck for who knows how long. I'm actually on hold with FA to find out when I can expect the correct appliance. I'm guessing it will not be expedited.

AVOID THIS BUSINESS

This company pays practically NOTHING and when they come to the home, there is always a reason they CANNOT fix the problem. We just sold our home and had 6 months left on our contract. They refused a pro-rated credit, and their reason was that they had paid out claims and we were not qualified for a credit. WHAT? That's what they're supposed to do. Fix the problem and pay for a claim! We will NEVER use them again!

We have had a warranty with first american for 5 years now, and other than sometimes approvals taking a while with contractors we have never had a problem, until this year. Over 4th of July weekend our well pump went, which meant we had no water to our house. With 3 young kids, including bottle fed twin infants at the time, this was clearly an emergency. First American was not able to provide a contractor for us over the holiday weekend, and instead told us to hire someone out and we would be reimbursed. We were explicitly told to call and get approval before having the work done, so of course we did. Because of the holiday weekend and plumbling stores weren't open, we had to get a pump from Lowe's, and the only available one was smaller than what was originally on the system. Before going further I called for approval and the employee spoke on the phone first to me, then the contractor, and we were told we were good to go. I never was given an approval number for the work, and honestly had no idea I needed one or I would have asked the woman. I also never would have approved $1300 worth of work without approval. After the work was done and we submitted the paperwork to be reimbursed First American denied the claim, saying we didn't get approved for the work, and I was called a liar on the phone by the representative. After speaking with a supervisor it was determined that the work was approved but not put in the system, and reimbursement was given thankfully.

Fast forward almost 6 months later and our pump motor went again, leaving us with no water with company here for the holiday. First American sent a company out to us who we were great. When they called to get the approval, First American said because we hired an outside company last time, which used a smaller motor and we didn't get approval first, they were not covering the claim. So now we have to pay $900 out of pocket, when the only reason any of the above reasons happened was because First American couldn't provide a contractor for us in July to begin with. First American is the reason we had to hire an outside company so we could get water restored to our house, and they told us on the phone the work was approved ahead of time, even with a smaller motor. So because of technicalities on their end that were due to them not being able to provide us a contractor on a holiday, we are out this money on emergency work this time. Needless to say, our warranty is up for renewal and we are absolutely not renewing it this time.

Buyer beware! I set my account up to pay monthly. I went in last week to pay my monthly amount and they charged my bank account the full $1500 amount for the year. Now to get a refund, they tell me it will take 5-7 business days even though they have no overdrawn my account and I have bills to pay. I called today after 3 days inquiring to the refund and they said it takes as long as it takes. Nothing can be done to expedite this. I asked to speak to a manager and I was given the supervisor who was condescending, rude, and when I asked to speak to a manager, he responded "No can do." Such a joke. They are eager to take your money but not to refund it. I will cancel my warranty and I have had them for two years and will never recommend them to anyone.

I suggest you DONT buy this policy...my plumbing problem was covered and THEY WOULD NOT PAY...they're a typical insurance company: they want you to pay the premium, but if you make a claim forget it!! and their customer service boiler room is in philipines staffed by people who are hard to understand and obviously fear for their jobs if they do anything but say NO NO NO to any claims, etc...
so I paid $700 for the policy, and then $450 for the plumbing problem..
save your money---dont buy!!

We incurred several needs for the warranty to help out and were only helped one time. We had a microwave go out the week after moving in and had to wait almost a month and a half before having a new one installed. The biggest problem we had with First American was trying to get a plumbing issue fixed. We had a leak in the shower drain and inlet pipe and had water running under the carpet in our bedroom. After 2 weeks, someone finally came out to look at, and confirm we had a problem. After not hearing from any one for another week, I call First American and am told that the contractor that came to look at it cant fix it and that First American cant find anyone else to fix it either. I was then told that our only option was to take the cash-out and contract it out ourselves. We were also told that the contractor had to be licensed and bonded or we would not get any money for it. After arguing with the woman for almost 2 hours, I finally got her to realize that we werent going to be able

We have cracked main stack that disable the only bathroom we have in our house. First American Home Buyer Protection sent an HVAC company ( [redacted] Mechanical, Inc. | HVAC ) to solve our plumbing issues and everything went wrong with it.

The contractor's technicians showed no skills or knowledge about plumbing and missed many appointment for many day. After 9 of waiting and re scheduling our appointments, the contracting company came out at 9 pm, 5 hour pass our original appointment. They put a snake trough the toilet exposed pipe that actually shatter the main stack further. then, they left because they needed the warranty company's authorization to fix the problem.

FAHBP denied the authorization, claiming that the reason our pipe broke on May 24th was that the pipe froze, which obviously is not cover by the policy. Frozen pipe in May, really? we called [redacted] for a professional opinion and they confirmed that [redacted] the diagnosis was wrong. They explained that the pipes w

I have been trying to get my pump motor fixed or replaced. I first called in April the 2nd A very curtious man came out in 3 days but said the rules of 1st Amer. did not allow him to replace the motor just because it was making loud nosies. He said as soon as it quit running and it will soon call them back out to replace it. it went out we called on 6/23 they assigned a different pool co. I begged them not to send Cool water pool please send the 1st co. back took over 3 weeks to get them out they put a pice of JUNK motor on that rattled and etc for a few weeks & quit 1st mer said they Cool water would have to fix it
cool water does not answer their phone or e-mails
cool water does not answer their phone or e-mails cool water does not answer their phone or e-mails
over 20 phone calls to 1st amer & hours of being on hold promises to resolve it the following day they never call back I am on hold now for over an hour with a supervisor waiting
30 more min

They are the most horrible company to deal with in the world (no exaggeration). Filed a claim. Customer service is in a foreign land, English is a challenge, and you will NEVER get off the phone in less than half an hour. Central air went out, done. Had to be replaced, I got a list of "not covereds" of $1254! Contacted the CS department, pointed out things on the contract to 3 non-English speaking reps, just told no. Got a supervisor and was told oh, yeah that should be covered. After numerous other calls, got the bill to $604 when they magically discovered things that should be covered. Then they sent out the wrong coil, so the job could not be completed. Yay. NEVER buy a warranty from them. Delay, deny, delay, deny.

This company is UNBELIEVABLY terrible.

Thursday morning - Our refrigerator stopped cooling. I called and listened to their recommendation to turn the cold setting all the way to cold and wait 24 hours. I did so. No improvement.

Friday morning- Called again and filed a service claim with their automated system. They responded that someone would be here on Saturday. I called back and spoke to a representative to try to get someone there that day - Friday - since I was throwing out a bunch of food. They said they couldn't find a technician to come Friday but promised someone would service the refrigerator on Saturday and to await their phone call.

Saturday - noon. No one has called yet. I call First American to look into this. After being on hold for THIRTY MINUTES, I speak to Maureen, ext 5459. I end of talking with her for 40 more minutes. She tells me a technician can come on Monday. I tell her that is unacceptable since now my freezer is not cooling either. She puts me on hold for ten minutes. Comes back and says that no technicians can come today. When I ask to speak to her supervisor, she says that she is having technical difficulties and can't transfer me. When I ask for her to get her supervisor to come talk to me, she says that's impossible. When I ask her for a solution, she is silent. When pressed, she just says that she is having technical difficulties and can't transfer me or help me in any way - that my only option is to call back.

Now, I'm on hold. The current wait time is TWENTY EIGHT minutes. It is 2:37pm. The work day for most technicians is ending very soon.

I will NEVER USE THIS COMPANY AGAIN.

Save your money! This warranty was purchased by the Seller and transferred to me upon closing. I've called this company twice for issues since I bought the house and each time it took them 3 days to get someone to my home. 1) Was told the 'electronics board' in my furnace/AC needed to be replaced at a cost of over $300 and was not covered by the warranty. Called in a second opinion, they said the door to the unit needed to be shut before electrical contacts could be made. Did not replace the board and it's worked fine since then. 2) Faucet in kitchen (high arc Moen brand $200+) completely went out and needs replaced. They will replace with basic cheap chrome faucet or give me $65 - which covers my cost of the service tech to show up to tell me I needed a new faucet (duh). They will not install any faucet I buy independently. Returned their phone call and was on hold for 20 minutes while they called "other departments" to resolve the issue, which I still don't have an answer for. Still don't have a faucet, reimbursement, or water in my kitchen sink (it's been 6 days). Call your own repair person, get an honest assessment, and pay out of pocket. You'll be ahead in the long run.