Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1.23.25 First American (FA) sent Winston ****** to my home due to a service call I initiated. The tech gave me a report of what the issue was and then gave a different report to **. I contacted FA to find out what will be done. I forwarded the report he gave me to FA, and FA sent me the report he gave them. I was on the phone and email with ***** for hours. I thought it was taken care of, and FA would get the matter repaired. ** decided it was fixed and closed the matter. Today the same problem is happening. I called ** and asked them to send someone else, as this company is unreliable and untrustworthy and mainly did not fix the issue. I paid them to fix the issue. I called today and was transferred hundreds of times and treated so badly. Basically, nothing has been done and no contractor has been scheduled. I paid them to do nothing. I am an elderly woman with heart problems. What they did was deplorable.

  

  Business response

  02/04/2025

  First American Home Warranty (First American) apologizes for the inconveniences and delays the consumer experienced with their garage door opener claim.  First American's records indicate the consumer placed a garage door opener claim on January 22, 2025.  The claim was dispatched to independent contractor ************************ who diagnosed the unit needing it's limits reset.  First American authorized the the contractor to reset the limits but per the consumer that did not resolve the issues with the garage door opener.  First American sent out independent contractor ************************ to provide a second opinion and they determined the travel module had failed but since the parts for the opener were no longer available the garage door opener would have to be replaced.  First American authorized the garage door opener to be replaced and replacement was completed on February 3, 2025.  First American appreciates the consumer's patience in this matter.  First American considers the claim closed.

  Customer response

  02/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ****** *****. My property address is :************************************************ I am reaching out to resolve a service request issue that I have been experiencing for 3 months. I placed my initial service request on October ******* with First American Home Warranty. My service request is for my under counter ice maker. The technician sent by FAHW initially diagnosed the issue with my ice maker as a faulty relay switch. I was told the switch would be ordered and the technician would be back in 4-5 days. After not hearing back with any updates, and not being able to reach the contractor assigned, i escalated the issue with First American . The contractor relations representative with First American also had difficulty reaching the contractor assigned. Finally, we were successful and the contractor showed up, 5 weeks after initial service request to install the relay switch. Unfortunately, during the installation of the relay switch, the air compressor was damaged. I waited 2 weeks for the compressor to be ordered and the technician to come back to my home. When he arrived to install the air compressor, I was told after hearing a loud pop, the air compressor was defective. Another compressor needed to ne ordered. The 2nd compressor arrived and was attempted to be installed on Dec 24. During that installation, the technician damaged the drain pump. I am still without a working appliance and have now requested the appliance be replaced versus repaired. That request has been denied. I have been told the technician will be contacting me To schedule a time to install the drain pump-which has not happened, and the number provided for the contractor by ****, does not work. Due to timeframe and technician damaging 2 major components of my ice maker-it is a fair request to have a replacement versus continued repairs.

  

  Business response

  01/28/2025

  First American Home Warranty (First American) apologizes for the delays and inconveniences the consumer has experienced with their ice maker claim.  First American's record indicate the consumer placed a claim on their ice maker on October 26, 2025 and the claim was dispatched to independent contractor *****************************  The contractor replaced the inlet valve and sensor and then went on to diagnose a shorted relay and compressor.  First American authorized the contractor to replace the compressor and relay.  Once the compressor was replaced the contractor advised First American the drain pump had also failed.  Due to ongoing numerous repairs and delays the consumer requested First American replace the ice maker.  Because the consumer's warranty contract has a an aggregate limit on their ice maker coverage First American has instead provided a cash out check in the amount of the full aggregate limit.  The consumer should allow 7-10 business days for the receipt of the check.  First American appreciates the consumer's patience in resolving this matter.  

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/26 I paid service a fee of $95 to First American home warranty for a ***air to my light balance, I informed first warranty that it was a light balance that went out on my under cabinet light. They sent a contractor out and he told me it was a light balance and it was not covered in my warranty. He stated first warranty knew that it wasnt covered but sent him out anyway to tell me the ***airs were not covered. I spoke with first American *** and asked for my service fee back because you guys sent this guy out on false pretenses knowing you were not going to ***air anything. First American home warranty is refusing to return my money. I want my money returned

  

  Business response

  01/27/2025

  According to our records, the consumer placed an electrical claim via our website on December 26, 2024, with the description, Light under cabinet is not working maybe balance has went out. ******* Electric was dispatched and on January 13, 2025, they reported the ballast for a light fixture in the kitchen had failed and would need to be replaced. Under the provisions of the consumers home warranty contract, under Electrical, fixtures are expressly identified as not covered. Therefore, we denied coverage for the repair.
  
  On January *******, as a gesture of goodwill, the $95.00 service call fee paid during claim placement was refunded back to the consumers credit card on file. 

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the night of January 3, 2025, we discovered a water leak in our home, with water pooling under the kitchen and living room floors. Upon self-inspection, we were unable to locate the source of the leak and turned off the water supply to the house on the same day. On January 4, 2025, we filed an emergency service request with our home warranty provider.On January 5, 2025, after contacting the warranty services, the request was assigned to *******************. Later that afternoon, a technician named Christian from Summit Plumbing performed an initial inspection. Despite a visual inspection, the technician could not identify the source of the leak and suspected the dishwasher might be the cause. ********* informed us that a separate leak detection service was required, but due to scheduling conflicts, it could not be arranged before January 9, 2025. We requested expedited scheduling for the leak detection service but received no response.On January 6, 2025, we contacted warranty services again to follow up on the leak detection service. They reached out to Summit Plumbing, who reiterated that they could not begin work before January 9, 2025. Given the urgency of the situation, we requested the warranty service to assign another plumbing company. However, we were informed that the next available plumber would not be able to assist until January 13, 2025. As of this date, we had been without running water for three days. We also provided an alternative option, *******************, who could have been on-site on January 5, 2025. However, the phone representative stated that the warranty only works with approved providers, and no listed provider was available. As a result, we had to arrange leak detection at our own expense. ******************* completed the leak detection on January 6, 2025, for less than the approved limit of $500.We scheduled the leak repair with ******************* for January 7, 2025, incurring additional out-of-pocket expenses.

  

  Business response

  01/27/2025

  First Americans records indicate that on January 5, 2025,the consumer placed a claim for a leak in their kitchen. First American dispatched independent contractor ************************ who scheduled an appointment with the consumer for this same day to diagnose the failure. ************************ reported there was an active leak, but leak detection was required to source the exact location. As such, ************************ informed First American that an appointment to perform the leak detection had been scheduled with the consumer for January 9, 2025. This same day, the consumer contacted First American and was provided this information.
  On January 6, 2025, the consumer contacted First American requesting earlier service. In response, First American reiterated that ************************ would need to perform the leak detection and confirmed that the January 9 appointment was the soonest available option.
   As such, the consumer had the work completed by an outside contractor for  without prior approval for $1,457.00, which is not covered by the warranty contract. The consumer may refer to the warranty contract section, Important, which states:
  Company will not reimburse you for services performed without prior approval.
  On January 27, 2025, after further review of the outside contractorsdiagnostic invoices, it was reported that because of the leak search performed for $347.00, 10 feet of leaking pipe was located within the kitchen wall. The outside contractor recommended opening the drywall and replacing 10 feet of ABS piping for $1,031.00, which is covered by the warranty contract. As such, First American has authorized and processed reimbursement to the consumer in the amount of $1,457.00, which represents the outside contractors diagnostic fee of $79.00, leak detection performed of $347.00, and replacement of ABS piping for $1,031.00.The consumer should please allow 7 to 10 business days for processing and mailing the check. This same day, First American contacted the consumer and provided this information. First American considers this claim closed. 

  Customer response

  01/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8-12-24 I called First American home warranty to cancel my protection contract. The lady I spoke to said no problem and said I was canceled on that day. In November I noticed i was still being billed $42.41 since August 2024. I called again and I was told that they were sorry this happened but that they canceled it again and I would be reimbursed for the months I was charged. Now this month 1-21-25 I received my credit card statement that shows they again have been still taking the $42.41. I again called and was told they listened to my original call from August and would reimburse me $212.05 for over charging me. On 1-22-25 I got an email stating they reimbursed me only $ *****. I called and spoke to a supervisor named ****** ****. He said he was going to look into it as soon as we hung up and would get back to me shortly. I didn't hear back from him that day so I called again to speak to ****** and was told he was sent a message to call me. This is unacceptable and I would like to resolve this. I believe they still owe me $127.00.

  

  Business response

  01/30/2025

  We would like to apologize for any inconvenience the consumer may have experienced. Our records indicate that the consumer contacted First American on August 12, 2024, to inquire about their home warranty contract coverage for their icemaker/refrigerator although did not request that their contract be cancelled until November 19, 2024. Per the home warranty contract, if the contract is cancelled, the consumer shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and all service costs incurred by First American. The consumer can refer to their home warranty contract under the Cancellation section, which states:
  
  This Contract provides for a 30-day review period and may be cancelled up to the 30th day from the Contract Effective Date for a full refund provided no claims have been made. After 30 days if a claim has been made, this Contract is noncancelable other than by mutual agreement of you and Company.
  
  Your request for cancellation must be in writing and can be submitted to ********************************************************************.
  
  If this Contract is cancelled, you shall be entitled to a pro rata refund of the paid Contract fee for the unexpired term, less a $50 administrative fee and all service costs incurred by Company.

  Customer response

  01/30/2025

   
  Complaint: 22849594
  
  I am rejecting this response because: i was told twice that my contract was canceled and on 1-21-25  that I would be receiving $212.05 back  for over charging me. But they just give me lip service so they can get me off the phone. NEVER did they tell me it needed to be canceled in writing. Well shame on them since I have nothing good to say about their business.  And I will yelp them and not in a positive way.  Thank you for trying to work it out.
  
  Sincerely,
  
  ***** ******

  

  Business response

  02/06/2025

  As previously stated, the contract was canceled as of November 19, 2024 according to the consumers request.
  
  Our records show that the home warranty contract became effective as of March 1, 2024, and the consumer elected for monthly payments. Per the home warranty contract, the consumer is entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $50 administrative fee and all service costs incurred by First American. Therefore,a refund of $80.82 was processed based on the cancellation date of November *******. The consumer can refer to their home warranty contract under the Cancellation section, previously referenced.   

  Customer response

  02/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I still do not agree with the way this shady business handled my request to cancel my contract in August of 2024. But I will not spend anymore time on this issue. I will definitely tell other people NOT to do business with this company. They need to train their employees better to be honest. What a shame on them!!
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2024 I filed a claim for Septic pumping. First American could not find a contractor to come pump our tanks and, as time went on, our tank overflowed, and I kept calling First American to get a contractor out. Well finally after quite some time, First American Home warranty told me they'd pay but I had to find my own contractor. I did. They cracked the cement lid to my tank and then when I called them, they said because I hired my own contractor, they could not get involved. This seems to me to be as fraudulent as it gets.

  

  Business response

  01/27/2025

  Our records indicate the consumer placed a claim on December 4, 2024, for pumping the septic tanks for their primary and guest home, and as we determined that we did not have an independent service provider readily available, the consumer was offered and accepted the ability to hire their own licensed and insured contractor. The consumer may refer to **************** Number Three in their home warranty contract. On January 9, 2025, the consumer provided an estimate from their contractor,Valley Sanitation, which we approved in full. At that time, the consumer requested that we pay Valley Sanitation directly, and we contacted requesting to confirm they would allow us to pay them. On January 14, 2025, Valley Sanitation agreed to accept payment from us, and on January 15, 2025, a check was mailed to them. On January 23, 2025, the consumer notified us of alleged damages to their septic tank at the time of service by Valley Sanitation. We advised the consumer that whether the work was done by a service provider within our network or an outside contractor, like in this case, we are not responsible for secondary damage as noted under Limits of Liability Number Four in their home warranty contract. Therefore, we recommend that the consumer contact Valley Sanitation directly to discuss the alleged damages. 

• Initial Complaint

  01/23/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 2, 2024, I submitted a claim to First American Home Warranty regarding my furnace not working; pd.$85.00 service; and assigned work order: *********; I received a text that my claim had been assigned to a company called Heating and Cooling Experts; appt. was made for Dec. 5, 2024. During the appointment, the service tech informed me that my 'Board' was bad (turns out it was the high limit switch, see attached invoice) and that it would have to be approved by my insurance and the part had to be ordered. On Dec. 18, 2024, the same tech returned without an appt but thankful, I thought because I would get some heat as the days were getting frigid. After about a hour, tech informed me that he could not fix it and he would have to send another guy out. On Dec. 20, 2024; same scenario, a new tech arrived unscheduled and this time I was away for the Holidays and spoke with him via my ring cam; he told me I had to contact their office to reschedule. I think they were banking on me not being home to say they tried to come out, as this company seldom answers their phone or return calls after numerous attempts. Finally, I got a call that someone would be out on Dec. 24 and no one showed up. I called my insurance company and they informed me that my claim had been closed. During this process, I became concerned, I called First American on Dec. 16, 2024 and spoke with rep. ******* ********* who sent an email to Heating Cooling experts and cc'd me; ******* then assigned my claim to a First American Resolution Expert named *** who is suppose to ensure that these types of claims are resolved NO RESPONSE. I called First American on Dec. 31; and left a message on *** voicemail ext. 5394 and spoke to a representative that transferred me to a manager and no one has called me back. I had to call an outside company, and came out of pocket $340.00. I would like to be reimbursed, service fee of $85 and $340 for outside vendor fee; reimbursement total amount of $425.

  

  Business response

  01/28/2025

  First American Home Warranty (First American) apologizes for the delays and inconveniences the consumer experienced with their heating claim.  First American's records indicate the consumer placed their heating claim on December 2, 2024 and the claim was dispatched to independent contractor Heating and ********************  The contractor contacted First American on December 6, 2024 and advised the gas valve and control board on the furnace had failed and would need to be replaced.  First American authorized the repairs and ordered the parts for the contractor that same day.  Due to ongoing communication and scheduling issues with the contractor the consumer hired a contractor outside the warranty contract to complete the repairs to the furnace.  First American has reached out to the consumer and agreed to reimburse the consumer for the repairs they had completed outside the warranty contract.  The reimbursement has been processed and the consumer should allow 7-10 business days for the receipt of the check.  First American appreciates the consumer's patience in this matter and thanks them for allowing First American to provide a resolution.

• Initial Complaint

  01/22/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ice maker stopped working, called our home warranty company, First American Home Warranty. They sent Astro Appliance repair to check the problem. The technician stated the problem was the defroster was bad and the refrigerator would have to be replaced. He stated ***** would send the recommendation to First American. First American denied the claim saying the issue was a thermal barrier failure and was not covered. The tech said the defroster was bad and had damaged the barrier, which should be covered.

  

  Business response

  01/28/2025

  First Americans records indicate that on January 15, 2025, the consumer placed a claim for their refrigerator ice maker not working properly.First American dispatched independent contractor ******************* to diagnose the failure. ******************* reported the thermal shell had cracked and was unrepairable, which is not covered by the warranty contract. The consumer may refer to the warranty contract section, Kitchen Refrigerator, Not Covered, which states:
                  THERMAL SHELLS
  As such, First American denied the claim.
  On January 20, 2025, First American contacted the consumer and provided this information.
  On this same day, through January 22, 2025, First American provided the consumer with this information.
  On January 22, 2025, after further review of the claim,First American dispatched independent contractor *********************, who scheduled an appointment with the consumer for January 30, 2025, to provide a second opinion diagnosis of the failure. The consumer should please be advised that First American is currently awaiting a report from ********************* for review of coverage and will contact the consumer once an update becomes available.
  On January 28, 2025, First American attempted to contact the consumer by phone but was unsuccessful and a voicemail was left with this information.First American considers this claim pending. 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a service request on 12/27/24 for my bathtub spicket leaking. Plumber was assigned, appt was 12/30. Plumber said send him pics of my whole shower/bath spicket. When he arrived, he said he knew what part it was, without removing anything in the tub. Order was placed with Price ******* as warranty co. said he had to follow protocol and order parts from the company that made spicket. My tub/water has been dripping for almost 30 days and no part has come in; no one has come back to fix it. Water is being wasted and I do not want this to turn into a larger situation. Plumber keeps telling me he has to follow what First American Warranty tell him to do. Plumber says ******* sent out part to my address last week, have not received it. Plumber order part again and ******* said it will be 15 days until I receive. I just want my plumbing issue fixed as I am wasting water and the drip is now more and faster.

  

  Business response

  01/29/2025

  First American Home Warranty Corporation (First American) would like to apologize for any inconvenience the consumer may have experienced. First Americans records indicate that on January 28, 2025, the consumer confirmed the plumbing repair is complete and no further repair is needed. Kindly, if the consumer is having any additional issues, we ask that the consumer contacts First American directly for assistance.
  
  Thank you,

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 24, 2024, a claim was placed with First American Home Warranty (First American) for failure to the Washer located in your garage (Item) at the Property.Please be advised that your Contract contains the following provision(s):Under the section marked Limits of Liability # 3, Liability is limited to repair or replacement cost of Item due to normal wear and tear.I have been a customer of ***************************************** since June of 2023. I pay $90.00 each month and have never been late on a payment. I got this coverage as an umbrella coverage for my home insurance. Which was suppose to cover the appliances. I feel due to my washer breaking during a normal use washing clothes this should be covered under the normal wear and tear wording. I ended up having to replace the washer without any help from my home warranty even though my washer is less then 2 years old. I would like them to pay for the charges it cost me to replace my washer. I also had to pay for a company to come out and examine the washer, which was $180. I have attached photos of the washer after the incident. I would like to note there was not even a scratch on the machine before the incident. I also added a photo of the make and model tag on the machine.

  

  Business response

  01/28/2025

  First American Home Warrantys records indicate that on December 24, 2024, the consumer placed a claim for their clothes washer not working properly. First American dispatched independent contractor ********'s Appliance Repairs to diagnose the failure. ********'s Appliance Repairs reported the technician found the wash tub broken from rear suspension rods, a broken agitator, a damaged drive motor, and dents on the front panel from heavy or excessively large loads being washed. The cause of failure is not normal wear and tear; therefore,the claim was denied. The home warranty contract covers failures of normal wear and tear. The consumer may refer to their contract Limits of Liability Numbers Two and Three, which state:

  
  Repairs or replacements required as a result of missing parts, fire, flood, smoke, lightning, freeze, earthquake, theft, storms,accidents, mud, war, riots, vandalism, improper installation, acts of God,damage from pests, lack of capacity or misuse are not covered by this Contract.
  
  
  Liability is limited to repair or replacement cost of Item due to normal wear and tear. Cosmetic defects are not covered.
  
  
  Thank you, 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩