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March 2024 by Yungang Wang
Update after a year:+2 stars as they reached out to us and dispatched a few technicians to solve our problems.Original review:Feels like a scamI have FAHW for my very first condo, thought I’m supposed to be in good hands even if anything breaks. I was utterly wrong. My HAVC and refrigerator broke around the same time right before Thanksgiving, and I have submitted the claim request on 23rd Nov. The refrigerator was assigned to a vendor right away, and after the first appointment, they have scheduled the follow up visit to fix the refrigerator. Everything was good until last Saturday when the technician failed to show up for the appointment, there was no phone call in advance. (I even got an automated call from the vendor for the appointment's confirmation, and I cleared my weekend schedule just hope to get the refrigerator fixed.) The vendor didn't even reach out to me to schedule another appointment until I reached out to them. And the next availability is almost to next year! That means I have to live without the refrigerator for over a month and through Thanksgiving and Christmas! At this point, it almost feels like they are forcing you to buy a refrigerator out of your own pocket!Honestly, the refrigerator's claim was already the better experience I've had with FAHW so far. HAVC was a total disaster. After I filed the claim, the assigned vendor changed twice within the first week, and both these vendor didn't even bother to reach out to me. By the time the third vendor was assigned, almost three weeks have passed. I was told by the customer service that they would visit me the next day, only to find the thrid vendor bailed as well! And again, I have to clear my schedule to wait at home for the visit. Not to mention the endless time I spent calling customer service, on an average of 30 minutes I spent on each call, I already spent more than 24 hours on these two never ending issue without making any progress at all. And even after three vendors bailed on me, FAHW still refuses to allow me to bring in my own vendor! Honestly, they just want to run down every single vendor that's available in my area!It's almost Christmas, I have no heat no refrigerator at my home, and the money I spent on take out for the past one month is already the price to buy a new refrigerator.DON'T BUY FAHW WARRENTY, IT'S A TOTAL WASTE OF TIME AND A SCAM!
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October 2023 by Mikan Hanabi
Started a claim (619111438 )for broken washing machine. No one called to schedule a visit. When I called the contractor 5 days later, the person said they were coming the next day 09/27 (mind you no one asked what day I was available. Therefore I had to call out the next day to wait for them). However, it was a no call no show. I attempted to call the repair company multiple times but this time no one answered. I called First American Home Warranty to escalate the issue as I was a week out from having a working mashing machine. The lady on the phone told me that the dispatched technician could not reach me, hence he did not show up - last time I checked no one called me on that day. The lady told me they would call me back within 48hr to provide me with a plan as the other technicians were not available until the week after. 48hr passed, and then a week passed by, no followed up phone call. At this point, it has been two weeks since I first started my claim. I called First American Home Warranty again today - only to be told they had closed my case since they saw there was an appointment scheduled on 09/27. Did they not understand that no one showed up hence the issue was escalated? No one helped to fix this issue. The lady on the phone today told me again that their dispatch department will call me back in 4 hours ( so latest by 5pm since I got off the phone with her around 1pm). I even confirmed with them to make sure they have my phone number. No surprise here that it’s almost midnight and I have not received any communication from them. As this point, this home owner warranty is a scam since they take my monthly payment and they have already charged me the service fee. Yet, I still have a broken machine and no one to fix it. Save your money and effort! This whole experience just demonstrated the lack of professionalism and liability. I JUST WANT MY MONEY BACK!
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October 2023 by Jeff Mills
Placed three calls with them and none of them got fixed or resolved. My entire house had all drains clogged, so I could not use any plumbing. This excuse of a company told me it would be 2 weeks before they could get someone there. Then said I could get my own plumber and be reimbursed. I paid $250 and they refused to reimburse me.My toilet has been down for a week and their plumber came out today and said it would be 2 more weeks before they can approve replacement. Thankfully I have a second bathroom, but this is unacceptably not a good business to deal with. They are quick to charge your account every month and collect the service fee upfront when you place a call. Stay away from this terrible business
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October 2023 by Tara Jackson
My air conditioner went out on June 23rd. It is now, October 6th and I still do not have my air conditioner fixed. Every time we call to get an update, they tell us they will call us back and nobody has until today and it is still not resolved!!We pretty much went the entire summer with no air in the middle of record breaking temperatures in Missouri with Feels like 110-115 temperatures with no air. Over 3 months!!! This is ridiculous!!! I have had this warranty for over 10 years and have experienced 1-3 week delays, but nothing like this!!!Look at other companies! I would not recommend this one at all. Very disappointed!
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October 2023 by Jennifer Wood
Highly disappointing experience. The service appointment fee is high despite them not being able to send a plumber to our house for 6 days. I called to see if they could reach out to other plumbing companies and they didn't do anything to help and just said "Sorry". When we finally had someone show up, he said what we need is not covered and left immediately. He didn't even offer to fix it even if we paid out of pocket for it. So we paid $85 for a 2 minute visit and had to wait 6 days for it. When we contacted another company on our own and pay out of pocket, turns out it was only a 5 minute fix. When I called to express my disappointment I was shrugged away with zero understanding of our frustration. Definitely DO NOT recommend.
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September 2023 by clifton davenport
I would like to start by saying this is the worst experience I have ever had with a company in my life. For starters, they seen people who are not certified and/or license to your home. I have been working on a claim for about two months for my air-conditioning. Just last week a contractor was finally sent out and brought the units we need. He told me out of his own mouth, the holdup was, he didn’t have a truck to pick them up which was a huge red flag! He delivered them in my garage, out of a ford explorer and they sat there for four days without him, contacting me to come back and complete the installation. I called the home warranty to ask them when he would come back and finish the installation. The first American home warranty representative told me I miss my appointment and that was the reason he didn’t show up! It was a lie! The representative on the phone did not know he had already drop off both furnaces in air-conditioning unit at my house, and I proceeded on telling them the units have been at my home for four days and there was no reason he should have dropped them off without installing in the first place. He said someone will contact me within an hour which never happened. The next day, the contractor just pop back up around 1:30 in the afternoon, and start taking everything apart. He took apart all three of my units and left my home with any air-conditioning. This is the Friday before Labor Day so we have a three day weekend because Monday is Labor Day and he won’t be back until Tuesday. Once I walk into my bedroom where my wife was sleeping, I could smell a chemical smell. I called the contractor immediately and he told me that he needed a new coil because when he tried to charge the line with Freon it all leaked out. He had already left my home and was just now notifying me that he wouldn’t be able to come back until the home warranty sends out a new coil. My wife has had a headache since Friday and I can not get anyone from First American home warranty on the phone now it is a health issue. And we still have no air-conditioning. If anyone reading this knows how I can get help please let me know.
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September 2023 by Michael K.
This is the WORST Home Warranty Contract on the market.I recently had a fire start in my oven, which couldn’t be repaired due to it’s age. A man from Sears was sent out to my home who took down the dimensions of my oven (which goes in the wall).When the service technician called and informed me that he had a new oven, I was happy. When he delivered it, it was too big to fit into the hole already cut for it to fit into. I had the guy return it to their warehouse and he said he would make them aware of the problem.I spoke to people over the phone who were very ‘nasty’ and told me that they weren’t required to get a n oven that fit the existing hole in my wall.These folks are deserving of a zero for a grade, as far as I’m concerned! Don’t do business with them and I hope they go out of business!Michael G KnoxGySgt USMC (Ret)
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September 2023 by Veronica Adams
This company is a RIPOFF. They take your money for monthly coverage and send contractors out to our property that are not certified. They do not make sure that the covered break downs are repaired. Buyer beware DO NOT USE THIS HOME WARRANTY COMPANY! Call around and do your best to have a reliable warranty company. They make you stay on the phone waiting for assistance. They give you extension numbers and you never ever get that person to complete what you spoke to then on in the first place. I have been in contact wit The BBB trying to make sure that they are aware of what people are experiencing. Do not waste your hard earned money.
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August 2023 by Damien E.
Customer was very poor. Submitted request for service. Contractor has not contacted me. Requested to speak with supervisor at American First Home Warranty. Rep said she could not guarantee that I would get a call back. Also, that I'd have to wait till the contractor calls me with a deadline of this evening. If the contractor does not call me then I would have to submit another request. I was not allowed to request a different contractor. I do not recommend this warranty company
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July 2023 by Jermaine J
HORRIBLE company, will not be renewing my contract with them. Took over 3 MONTHS to fix my wash machine. Created the service request before Christmas, technician came out in early January. Over the three month period I spoke to numerous "managers" who said they would personally handle the issue. One manager credited me the service fee, thanks it only took 3 months to get resolved. During that time my wife almost bought a brand new washer instead of dealing with them. Techs never showed, companies wouldn't order the necessary part. I hated the experience and hate dealing with this company. I use to recommend them to people, never again.
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July 2023 by LuAnn Poti
After 2 different repairmen, from the same contractor came out FAHW denied my claim for refrigerator repair. I called to find out why. FAHW said the repairman reported my LED screen was cracked. It is not. FAHW asked for a picture as proof, I sent it immediately. The FAHW rep said they would get in touch with Accord Appliance to have them recheck the appliance. After not hearing back I followed up. The next FAHW rep said the repairman was trying to explain there was physical damage to my fridge and the only thing I could do now was to get a second opinion to prove no physical damage. So, even though their contractor lied (I don't understand what benefit he gets from that), and I sent a picture as proof, I would have to pay for a 3rd party repairman to vouch that it wasn't physically damaged.This is on top of the fact that we pay monthly for our policy, we pay a deductible to make the claim, and their contractor sent 2 different techs that I let into my home, the second of which lied. First American Home Warranty talks a good talk, and the upfront sales people sound really convincing, but they act in completely bad faith on the back end. They also stall and delay, with no follow up, hoping you will forget and just move on.
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July 2023 by Brandon Aigner
An absolute nightmare of a company to work with. I have used them for the first year of owning my new home and I completely regret it. The first call I had to make was about a microwave. They sent contractors out four times to try and repair an ancient microwave instead of replacing it. Lots of back-and-forth with contractors who I am not convinced knew what they were doing. The contractors kept telling me that First American needed to double check and authorize all of their work eventually had to go up the food chain through some contacts to get it replaced.Second claim was on my hot water tank. First American does not consider not having hot water an emergency so it ended up taking nearly a month to have it replaced. It’s only an emergency if it’s currently flooding. And they chose a company that only had one contractor for my very large city and surrounding area. When I eventually did have it replaced, They were very shady about itemizing what costs I was paying for compared to what they paid for. I feel like my portion of uncovered expenses really paid the whole thing. Contractors are not permitted to tell me anything about the costs. The lack of transparency and slow service are a nightmare. Do NOT use them.
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July 2023 by Sachin Shah
I wish there is an option to negative star! Do not trust this company. Their services also suck! I submitted a claim for a simple plumbing issue by paying the fees upfront. They assigned to a local plumbing company, the guy from the local vendor came and examine the work and he said he need further approval. Not sure what happened, but it took them more than a month to figure out and tell me that the examination that happened a month back filed a status and it requires work that is not covered by the warranty that I have. And this message was left to me via voicemail. I called the lady (agent assigned to my case) two times asking for more explanation, but no call back. I have emailed demanding more explanation, not response on that either. These guys are scam! Do not trust!!
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July 2023 by Christy Cheri
If I could give zero stars, I would. I have had a warranty with First American for seven years. The customer service is horrible. My air conditioning is not operating. I contacted the company in June. They sent a technician who claimed to have fixed it. Well not two weeks later on July 2, it once again was not working. Contacted first am on July 3, another contractor was sent who stated the unit would need to be replaced. According to first am, they would process the purchase order and the unit would be available on July 24, almost 21 days after this service request was submitted. Today July 25, made 5 calls to customer service to receive an update. Of course each time, I have to explain the entire story all over again. I was hung up on and not called back. I asked to be transferred to a manager and was sent to some voice mail system where I could not even leave a message. I am so extremely frustrated. DO NOT USE FIRST AMERICAN for your home warranty service. On my rental home, I use American Home Shield. I have not had any problems with them over the past three years. I will not renew my contract with First Am. I can't believe how horrible the customer service is.
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July 2023 by Shanna Wilson
I purchased this service about 8 months ago. I pay monthly so that I have someone to call if I have issues with appliances in my home. Well, for the first time since I purchased the warranty I called in to get help with my refrigerator and my oven. They assigned someone to contact me that took a while to get back to me and then when they came they tried to fix my refrigerator and it seemed to work. They also looked at my oven and told me that it’s not broken and it’s supposed to heat up to the point of burning all my pans and they didn’t need to do anything, but I could get a second opinion. So I did and someone else came out and they determined that there was a problem and fixed it. ??♀️ Then a week later my refrigerator starts having the same problem and the same contractor came back and tried to fix it again. Since then 3 different contractors have come to my house for a total of 7 visits and my refrigerator is still having issues. I requested to have the person that fixed my oven come back and fix my refrigerator. They told me that this was not possible. When I told the rep that answered my call that this has not been a good first experience she completely disregarded my words and asked if she could have someone else come out to try to fix it. Although each of the contractors have been kind this has been a horrible customer service experience.***Update***Someone from First American has been assigned to my account and he is following through on every part of the process. This has been very helpful. I will update this post with the final outcome.
