Complaints

• 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, 

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There have been major issues since placing the claim for our broken washing machine on November 27, 2024. I have spoken to **** multiple times about why I am not a satisfied customer. It had been 6 weeks since ** denied my request for the cash out to replace my washer on Jan. 8, 2025 (after saying I could indeed have the cash out on Dec. 21). I have plenty of evidence of everything that went wrong including Elite Appliance Repair not returning my 3 voice mails placed to them on Dec. 20 and Dec. 21, 2024, which I promptly notified First American about on Dec. 21. My washer is 7 years old, and after it was fixed on Dec. 20 (the repairman left and I called him immediately because not only did my washer not spin correctly and my clothes were soaking wet, but also it was making a new screeching, rattling noise, which I took a video of). It also took FA 3 months to replace my dishwasher (May 7-Aug. 7, 2024). I regret not cancelling my contract after that fiasco! Ive been a loyal customer for 12 years, and paid over $10,800 to First American. I am simply asking the following to resolve this claim: 1. $811 cash out to replace my washerI went ahead and replaced it out of pocket on Jan. 2, 2025.)(I received my $100 claim fee refund so $711 will be fine).6 weeks is not an acceptable time frame to fix my washing machine. I waited 5 weeks before I purchased a new appliance having been told by ** on Dec 21 that you would give me the cash out to replace it. Please review the recorded call. **** claims to have paid out 1.9B in claims to satisfied customers. I would like to be one of them. FA only responded saying I should have waited longer for the technician to deem the washer unrepairable (although FA also told me on Dec 21 Id get cash for the new washer and I bought a new one on Jan. 2, 2025.) I feel scammed and disappointed in FA. Why did I pay for a home warranty just to be told to wait for 5 weeks without a washer? Unacceptable. Requesting my $711 cash out.

  

  Business response

  01/28/2025

  First Americans records indicate the consumer placed a claim on November 27, 2024, for the clothes washer not working properly. First American dispatched independent contract, ************************************ (*************), to diagnose the failure.
  On December 5, 2024, ************* reported to First American that the drive had snapped and the shifter assembly is not going through the cycles due to normal wear and tear. ************* recommended replacing the drive motor and shifter assembly to repair the failure. First American authorized the recommended repair and ordered the replacement drive motor and shifter assembly. An *** for the delivery of the parts was given of December 18, 2024.
  On December 21, 2024, through December 28, 2024, the consumer requested the cash payment amount be offered to reflect replacement of the clothes washer unit. First American advised the consumer that the cash payment would reflect the currently recommended repair of replacing the drive motor and shifter assembly parts, not replacement of the clothes washer unit as replacement of the unit was not recommended.
  On December 28, 2024, the consumer advised First American that the parts had in fact been installed by *************; further, the consumer again requested a cash payment be offered as the unit was still not working following the completed repair.
  On this same day, First American requested Elite Factory return for service of the clothes washer unit following the consumers report that the unit was continuing to experience a failure.
  On January 8, 2025, First American confirmed with ************* directly that the repair of replacing the drive motor and shifter assembly parts had been successfully completed on December 20, 2024, and the unit was operating normally following the repair. ************* further advised that they did not wish to return for service should a failure continue to be experienced with the unit.
  On this same day, the consumer contacted First American directly and advised that they had replaced the clothes washer unit outside of their home warranty contract on a retail basis. Please be advised that per the home warranty contract, First American will not reimburse for services performed without prior approval. The consumer may refer to their home warranty contract,Important Section, which states:
  Company will not reimburse you for services performed without prior approval.
  On January 28, 2025, First American contacted the consumer directly to request they provide proof of payment for the replacement unit purchased outside of the home warranty contract. Once this information has been received, it will be reviewed for coverage. As such, First American considers this claim pending. 

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First American Home Warranty (FAHW) sent out a repairman from Axis Appliance (AA) who claimed that our dishwasher needed to be removed from its space under our counter in order for him to move forward with our claim. Because **** does not "provide access," we were instructed to have an outside handyman remove the dishwasher so that we could move forward with the repair/replacement process. We had 2 independent handymen attempt to provide access (i.e. remove the dishwasher from the space under the counter). Neither were able to provide access. We called FAHW to tell them that we could not provide access without damaging the dishwasher and also called AA to tell them this information. Both told us that without access, they couldn't proceed. So, we had the second handyman provide access by cutting through the dishwasher. Now, FAHW is refusing to cover repair or replacement because the dishwasher is now damaged significantly. We explained that we followed their instructions and gave them warning that we could not provide access without damaging the dishwasher. They led us down this pathway of needing to "provide access," with the understanding that we were following a protocol. In summary: **** knew secondary damage would not be covered, but still told us to provide access. The **** supervisor we spoke with acknowledged that **** told us to provide access despite fully knowing that damaging the unit was necessary. They set the expectation that if we provided access, they would help resolve this issue in a fair manner, and now they are going back on that expectation. If they knew damaging the unit was necessary to provide access, they shouldn't have repeatedly recommended to us to provide access.

  

  Business response

  01/27/2025

  First Americans records indicate that on November 3, *****,the consumer placed a claim for their dishwasher not working properly. First American dispatched independent contractor ************************** to diagnose the failure. ************************** reported that upon their arrival they were unable to diagnose the dishwasher due to a lack of access as the dishwasher was glued into the cabinetry, which is not covered by the warranty contract. The consumer may refer to their warranty contract section, Limits of Liability,Number Seven, which states:
  Company will pay up to $250 to correct code violations when effecting approved repairs or ******************** may, at its option, pay you in lieu of performing the work. Company is not responsible for the following: any other corrections, repairs, replacements,upgrades, inspections or other additional costs to comply with federal, state or local laws, utility regulations, zoning or building codes; paying any costs relating to construction, carpentry or relocation of equipment; gaining or closing access to Items except where noted in this Contract; and, alterations or modifications made necessary by existing equipment or installing different equipment except where noted in the Central Air Conditioning section of this Contract. Company will not alter structure to effect repair or replacement, nor refinish or replace cabinets, countertops, tile, paint, wall or floor coverings or the like.
  On this same day, through January 1, 2025, First American awaited the consumer to provide the necessary access to the dishwasher for diagnosis. As such, the consumer contacted First American and informed that access had been created. As such, First American contacted ************************** and requested they contact the consumer directly to schedule a mutually convenient appointment to diagnose the failure.
  On January 1, 2025, through January 20, 2025, First American awaited ************************** to provide the requested report for review of coverage. ************************** reported that the consumer had created the requested access by removing the dishwasher from the cabinetry but in the process of doing so, the dishwasher was severely damaged. As such, ************************** informed First American that they were unable to diagnose the failure as the unit had been physically damaged and was unrepairable, which is not covered by the warranty contract. The consumer may refer to the warranty contract section, Limits of Liability, Number three, which states:
  Liability is limited to repair or replacement cost of Item due to normal wear and tear. Cosmetic defects are not covered.
  As such, First American denied the claim.
  This same day, First American contacted the consumer and provided this information. Further, the consumer requested that First American replace the dishwasher. First American advised the consumer that secondary damages are not covered by the warranty contract. The consumer may refer to the warranty contract section, Limits of Liability, Number Four, which states:
  Company is not responsible for consequential, incidental, emotional distress, pain or suffering, tort or exemplary damages, secondary damage, loss resulting from the malfunction of any Item, or a Service Providers delay or neglect in providing, or failing to provide, repair or replacement of an Item due to shortages of labor and/or materials, or any other cause beyond our reasonable control.
  
  On January 27, 2025, after further review of the claim,First American contacted the consumer by email and informed that the decision to deny the claim will stand and considers this claim closed. 

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a service request on 12/07/2024 to clear a residential plumbing clog. The vendor First American Home Warranty sent a contracted plumber. The plumber said their insurance was recently canceled, and they can no longer clear clogged drains. First American sent a 2nd plumbing contractor who did not enter the home, and said their company doesn't do this type of residential plumbing. I called First American 4 times, most recently on 1/20/2025 and spoke to ********. ******** stated the $85 charge is due regardless of whether or not any work is completed.

  

  Business response

  01/27/2025

  First American Home Warrantys records indicate that on December 12, 2024, the consumer placed a claim for their plumbing stoppage. First American dispatched independent ************* to diagnose the failure. ************* reported there is a partial main line stoppage that needs to be cleared by removing the toilet.  Per the home warranty contract,making access to clear stoppage is not covered. The consumer may refer to their home warranty contract under Plumbing Stoppages, which states:
  NOT COVERED EXAMPLES: STOPPAGES CAUSED BY FOREIGN OBJECTS, ROOTS, COLLAPSED OR BROKEN LINES OUTSIDE THE FOUNDATION, ACCESS TO DRAIN OR SEWER LINES FROM ROOF VENT AND COSTS TO LOCATE, ACCESS OR INSTALL A GROUND LEVEL CLEANOUT.
  ************* requested a transfer of the claim.
  On December 9, 2024, the claim was continued to Emergency Plumbing & *******************, who reported there is no ground-level cleanout; therefore, they will need to remove the toilet to clear the stoppage. The contractor recommended installing a ground-level cleanout. Installing a ground-level cleanout is not covered, therefore a denial was issued. As previously mentioned,the consumer may refer to their home warranty contract under Plumbing Stoppages; see contract for details.
  On December 27, 2024, the consumer contacted First American to dispute the denial. The consumer was advised that both reports from two separate contractors reflect as the same, therefore the denial will stand.
  Thank you,

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Plumber came out the ***** layer with a plumbing issue. Then they could not fix the issue as they couldn't replicate the issue, updating bathroom stopped up but they would not fix it as I see that is the problem with the downstairs bathroom

  

  Business response

  01/21/2025

  We appreciate the consumer's feedback and would like to look further into this. Unfortunately, we are unable to locate them using the information provided. May the consumer provide their claim or contract number, please? Thank you

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/31/2024, I made a request for a plumbing repair due to a leak from my shower. A plumber (T&N) was assigned to come on 1/6 but did not show up. This plumber stated the warranty company canceled. Another plumber was assigned (Northgate) but took one look at my shower and left without attempting to find or fix the leak. Another plumber (**************) was assigned on 1/9. They did not contact me until 1/13 to schedule for 1/15 (7 days after being assigned). They also took one look at my shower and left without attempting to find or diagnose the source of the leak. I've asked multiple times to be allowed to locate a plumber to expedite the repair process but have been denied. I've asked for and been told that the repair is listed as emergency. I've been promised an "update by email by the end of the day" multiple times but haven't received any updates until I call and complain. It has been 17 days of constant water leaking causing unknown secondary damage and enormous water bills. I was again told today to wait 48 more hours for them to find a plumber which puts us into another weekend which will then become 4 days instead of 2. They have had plenty of time for find someone from their lists. I need to be allowed to get this fixed. They are NOT allowing me to do it and if I do, they refuse to be responsible for the bill. I have a very high end, multiple faucet shower tower that requires a special plumber but they keep sending average plumbers that don't have the experience or confidence. Also, they (FM) say the warranty won't pay enough for this difficult of a job

  

  Business response

  01/17/2025

  We appreciate the consumer's feedback and would like to look further into this. Unfortunately, we are unable to locate them using the information provided. May the consumer provide their claim or contract number, please? Thank you

  Customer response

  01/17/2025

   
  Complaint: 22823213
  
  I am rejecting this response because:
    ******************************************
  Sincerely,
  
  **** ******

  

  Business response

  01/21/2025

  First American Home Warranty (First American) apologizes for the delays and inconveniences the consumer has experienced in resolving their shower claim.  First American's records indicate the consumer placed a claim on December 31, 2024 indicating their shower was leaking.  First American dispatched the claim to two independent contractors *********************** and ******************* who after observing the consumer's shower advised First American they would be unable to provide any repairs due to the shower valve being a shower tower and not a shower valve.  Because First American was unable to locate a contractor to service that type of specialized shower tower, First American has authorized the consumer to locate a contractor outside of the warranty contract to provide repairs to the shower tower.  First American will continue to follow up with the consumer throughout the repair process and appreciates the consumer's patience in this matter.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted the claim on 12/2/24 to have my oven repaired, the contractor diagnosed that a control board needs to be replaced, now after 1.5 months, still not being repaired, I contacted online twice without response, and called them once or twice each week, each time I got different excuses, I need them to repair my oven per home warranty policy.

  

  Business response

  01/22/2025

  First American sincerely apologies for any delays or inconvenience the consumer may have experienced during the handling of their claim. 

  Upon review, First American has offered the consumer the option to accept the replacement located or the cash payment in lieu of the replacement.  First American is currently awaiting the consumer's decision. 

• Initial Complaint

  01/15/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  See attached letter for the details

  

  Business response

  01/22/2025

  First American Home Warrantys records indicate that on December 26, 2024, the consumer placed a claim for their water heater leaking at the outflow port of the expansion tank. First American dispatched independent contractor ******************************* to diagnose the failure. AZ Remodeling and ************* reported the water heater is corroded on the cold side and is not heating anymore and needs to be replaced.

  As a result of the water heater replacement, there are non-covered costs in the amount of $945.00. The non-covered cost consists of modifications. The consumer may refer to your warranty contract Limits of Liability number seven, which states:
  Company is not responsible for the following: any corrections, repairs, replacements, upgrades, inspections or other additional costs to comply with federal, state or local laws, utility regulations, zoning or building codes; paying any costs relating to permits, haul away fees,construction, carpentry or relocation of equipment; gaining or closing access to Items except where noted in this Contract; and, alterations or modifications made necessary by existing equipment or installing different equipment except where noted in the Central Air Conditioning section of this Contract. Company will not alter structure to effect repair or replacement, nor refinish or replace cabinets, countertops, tile, paint, wall or floor coverings or the like.

  The consumer advised First American that they had hired their own contractor to diagnose the failure.

  At this time, First American has requested a copy of their contractors diagnosis report for further review.
  
  Thank you,

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a service request in October to get my dishwasher repaired that was under warranty. They sent out a contractor to fix the dishwasher, but they never fixed the dishwasher. After hours on the phone with first American, no response from the contractor, and waiting 3 months. We replaced our dishwasher ourselves. I have disputed all charges with my credit card company because they didnt do any of the services we paid them for. Now they are sending us a bill for the $85 service fee. They never completed any service only caused us months of headaches. I have never been so disappointed with a company. They need to cancel that bill since the service was never completed.

  

  Business response

  01/22/2025

  First American Home Warrantys records indicate that on October 15, 2024, the consumer placed a claim for their dishwasher tripping the circuit breaker. First American dispatched independent ****** Mr. ***** to diagnose the failure. ****** Mr. ***** reported the control board has burned out and recommends replacing the control board. Additionally, the contractor reported the wired harness was damaged from the burned control board and will need to be replaced as well.
  First American authorized the repair and ordered the parts on October 21, 2024.
  The consumer contacted First American to advise that they have replaced their dishwasher. The consumer requested reimbursement for the replacement. As such, First American advised the consumer that no reimbursement would be provided as replacement completed outside of the warranty contract without prior approval is not covered. The consumer may refer to their warranty contract section, Important, which states:
   Company will not reimburse you for services performed without prior approval. Company has the sole right to choose a Service Provider.
  
  At this time, First American has requested a copy of their contractors diagnosis report for further review.
  
  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. ↩