Complaints

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1 /29/2022 I filed a claim with First American warranty for my hot water heater. a plumber came out on 2/11 /2022and decided that the tank needs to be replaced. Since then i have been going back and forth with no resolution and still no hot water.

  

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/03/02) */ First American Home Warranty Corporation (First American) would like to apologize for any inconvenience to the consumer during the handling of this claim. First American's records reflect that the consumer placed a claim on January 29, 2022 for a water heater not working properly. First American dispatched independent contractor R.N. Plumbing LLC, but they were unable to service the work order. On January 29, 2022 First American dispatched independent contractor Mid-Atlantic Comfort Specialists LLC (Mid-Atlantic) to diagnose and found a bad pilot light assembly and gas valve, and suggested repairing the unit. On February 4, 2022 First American placed a purchase order with Ferguson Enterprises for a new burner and gas valve. On February 11, 2022 Mid-Atlantic reported that the repairs made did not hold and suggested replacing the unit. on February 15, 2022 First American placed a purchase order with R.E. Michel Company for a new water heater. At this time First American is awaiting Mid-Atlantic to schedule an appointment with the consumer and complete the job. First American considers this claim pending.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had to buy tho insurance because we bought a home. I have tried to use this service 2x. First time I was ignored and the second time was a heating issue that's 29 degrees at night and they can't get me until the end of the week I actually had my friend call as a paying customer and they where willing to get her in asap.

  

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/03/03) */ First American Home Warranty Corporation (First American) would like to apologize for any inconvenience the consumer may have experienced during the handling of their claim. Upon review, Seaside Air repaired the thermostat and the furnace was repaired. First American considers this claim closed. Consumer Response /* (3000, 7, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They only reason they came out as quick as they did, is because we had to throw a fit! I called and asked for a different contractor and they wouldn't do it! This mortgage insurance is a scam, and I could get my money back I would. Business Response /* (4000, 9, 2022/03/10) */ As previously stated, First American apologizes for any inconvenience the consumer may have experienced during the handling of their claim. At this time, the furnace has been repaired and the claim is closed.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Clothes dryer requires several cycles to get clothes dry AND deposits a lot of lint onto dark clothes/items (when they go into the dryer without lint). Over the past five months, First American has had three different appliance companies service the dryer, returning three times minimum without fixing the problem. Now FirstAm says the last company will tear apart the unit but only if I pay $300 to have it done! The unit is malfunctioning but FirstAm is denying its responsibility for covering the repair. (This is typical FirstAm strategy: For the clothes washer, FirstAm also sent out three different appliance companies - and as with the dryer, each company returned at least three times. Each one then pronounced the washer "fixed" and closed my claim - but the washer continued to malfunction, not draining water, not spinning properly, gyrating out of control, etc. The third company after a couple service calls finally gave up - and FirstAm now has agreed to replace the washer.) So ask First American to explain how it could have represented to me - twice - that two different contracted appliance companies had fixed my washer? I was supposed to accept that answer? I did not because clearly the washer continued to malfunction - just as the dryer continues to malfunction now. Time after time, First American comes up with excused to deny claims or come up with a rationale to say they aren't valid. It appears to be the business model: delay, deny, and wear down the customer until they go away.

  

  Business response

  03/22/2022

  Business Response /* (1000, 6, 2022/03/01) */ First American Home Warranty's records indicate the consumer previously placed a claim on July 21, 2022, for their washer and dryer. On that claim the washer was reported as resolved with a replacement of a suspension kit. The dryer was diagnosed as operational and no specific mechanical failures at that time. More recently, the consumer placed a claim for the washer on January 29, 2022; First American dispatched an independent contractor Choice One Appliance Repair to diagnose the failure. The washer was reported to have a higher repair cost, therefore a replacement washer has been offered to the consumer. First American considers this claim pending the consumer's decision on accepting the replacement washer, or opting for a cash payment option. Please be advised First American Home Warranty is primarily a repair company, items will be repaired if able, until replacement is needed, or most cost effective to replace. Consumer Response /* (3000, 8, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) At the outset, note that First American does not address the issues that I raise in my complaints. First American does not provide supporting documentation to back up its assertions. First American moreover does not - throughout the course of my coverage since **** 2021 - commit the majority of its commitments in writing, and even when it posts information or "offers" on its web site under my account, it removes them quickly before I have a chance to make copies or obtain a record of what First American has stated. On the other hand, I will include here documentation of what I contend to the extent I am able (again, First American makes a practice of committing little to writing so that its customers have less than the "normal" amount of documentation to provide to bolster their claims). I have disputes with First American over the handling of my claims for my hot water heater, my ceiling fan(s), my refrigerator, my clothes washer, and my clothes dryer. However, the most pressing and current dispute focuses on the washer - and the dryer. NOTE: these are two separate "claims" (in the parlance of First American). However, First American continues to rewrite history, now conflating the two claims into one and endlessly changing its "story" each week that goes by. In response to my complaint to the Better Business Bureau, First American has submitted a response that rewrites history and is just plain false. I cannot say whether the misstatement of facts derives from sloppiness (not checking the records carefully), incompetence, or willful bad faith, which seems to be operating regularly at First American. The most egregious example - see attachments - is the cash out offer(s) for my washer: see the "offer" that still exists in my account online (the dashboard) if I were to accept cash instead of a replacement for my clothes washer (note - washer only) is $426.45 - and yet on February 21, 2022, the "Claims Resolution Department" sent me a letter giving me 10 days to accept an offer for both my washer and dryer of $100! It should be noted that multiple times, I also included in my correspondence First American's executive ****** ************. She had provided some assistance when it took 39 days to get a replacement refrigerator (the day I moved into this house in 122-degree heat, the refrigerator malfunctioned, and it took 39 days to get a replacement! However, during the remainder of the countless failures of First American to live up to its obligations, Ms. ************ has refused to get involved, even in the face of clear evidence of First American's wrongdoing. Here are the facts as supported by documents that I am attaching: I submitted separate claims for the washer and for the dryer - and paid separate "co-pays" of $85 for each. (I request an explanation of the $100 charge on ******** rather than the "usual" 85 copay). Enclosed is a printout of the copayments paid to First American for each of my claims since the beginning of my coverage; my claims have been for: 1. Air conditioning service 2. HVAC tune-up (fall) 3. Refrigerator 4. Office ceiling fan 5. Master bedroom ceiling fan 6. Washer 7. Dryer 8. Locksmith As you see, there are eight copays, eight separate claims - not a combined claim for "washer-dryer." Although First American cites a July 21, 2022 (2021 perhaps?) and then only references Choice One Appliance twice, in truth, First American dispatched Choice One multiple times in summer/fall of 2021 and then sent Sears Appliance at least twice. The washer was pronounced fixed, FirstAm closed the claim. But the washer continued to malfunction, so I pressed the issue to get the claim re-opened, and FirstAm then brought Choice One back. As explained previously, First American offered me a choice: a replacement Whirlpool washer - or a cash buyout of approximately $425, an offer presented orally and for a brief period also posted on the web site under my account (it was then quickly taken down). I spoke with "***** *********" to ask if the Whirlpool replacement would include full installation including any necessary hoses (or other ancillary equipment): he said "yes." I also asked if the replacement Whirlpool would be covered by my home warranty plan, and he again said "yes." I requested he send me the link to the Whirlpool unit to review the specs and also confirm in writing the information he had told me. He sent the link - but despite multiple voicemails and emails, he has failed to commit to writing the installation details he told me and the home warranty coverage. Instead of in good faith confirming the replacement Whirlpool details in writing, First American now is harassing me with threatening emails (deadlines to accept a cash buyout) stating it is waiting for my acceptance of the cash buyout for the washer - and now, suddenly the $425 cash buyout for the "washer" has become a "$100" buyout for the "washer-dryer." In both voicemails and in emails, I have reiterated that I am choosing the Whirlpool replacement washer but require the confirmation in writing of the details - full installation including any hoses needed etc. First American apparently has failed even to address the separate issue of the dryer claim. To correct the record: the dryer claim was always separate as correspondence with First American's ****** ****** shows (attached). As with the washer, both Choice One and Sears Appliance made multiple service calls and failed to fix the dryer - and then concluded the dryer would need to be disassembled to do the full repair. As the attached correspondence shows, ********** obtained approval to do that repair - and there was never any mention of an added cost to me. Only now when ***** ********* has decided to rewrite history and conflate the washer-dryer into one claim, he also had decided to impose a penalty of $300 out of pocket to do the dryer repair. NOTE: As reflected in the correspondence with**** ******* over the course of last fall (and continuing to this day), I have been battling very serious lung disease. At the time the dryer repair was to be scheduled, I had three different types of pneumonia and also had to undergo a lung biopsy, so the repair had to be postponed. With some of the pneumonias treated and the need to do further biopsies, the medical saga continues. But having to do constant battle with First American as this company continues to distort facts, deny, delay, and then change the ground rules every time I have to make contact has taken a toll beyond measure. You also will see in the correspondence that First American's failure to respond when my hot water heater failed put my health during this time in jeopardy. At that point, I could not afford to out-wait First Am and paid out of pocket for a plumber. When it gets to the point that my health (or life) is at risk, the line has to be drawn. The repair was made, but if/when the water heater fails again, I now know that First American can be counted on to put me in harm's way - and that cannot and should not be allowed to happen again. See attachments Attached find: First American Home Warranty Order/Contract Better Business Bureau - First American's Response to My Complaint (dryer complaint - but also references the washer complaint) Bank of American printout of debit card charges by First American for each claim - the "copay" that coincides with each claim processed (if the washer and dryer were one claim, then you would see only seven, not eight copays) Online in my account "Washer Service Request *********" - Current Status" - "View Cash Out Details" - "Cash Out Total Amount" - "$426.45" - "Washer" - "Replacement" First American Home Response to Warranty Claims Resolution Department Letter dated February 21, 2022 - Claim Number *********, Reference *********: ..." the cash payment for the necessary replacement of your washer-dryer is $110." Water Heater: Natural Gas - online listing for Service Request # ********* - suddenly this now claim shows as "re-opened?" even though given my health had been put in jeopardy by the delays by First American, forcing me to go out of pocket and hire a plumber to do the repairs, which I did. (The issue will be what happens next time?) Email exchanges between First American's ****** ****** and ****** ****** as he coordinates the separate claim for the dryer, arranges service calls, and approves the repair involving the dismantling of the unit required to perform the repair. (For several months, First American assigned ****** ****** to handle all my claims; I was instructed only to deal with him, which I did - until suddenly I was informed he was no longer available and then I should deal with "******" Emails exchanged with ********** (**********************) who failed to respond when water heater failed. Also note FirstAm ****** ************ was copied on virtually all correspondence and failed to intercede o Business Response /* (4000, 10, 2022/03/10) */ First American Home Warranty's records indicate the consumer has accepted the replacement washer offer. First American considers this claim pending the delivery, install and haul away of the old appliance as the consumer has coverage for the stated. Consumer Response /* (4200, 12, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) (It should not be this difficult: finally, First American has put in writing that the washing machine replacement will indeed include full installation, include all necessary hoses or other required ancillary equipment needed to install, and haul away of the old washer. It took many weeks to get this confirmed in writing - and in the meantime, First American continued to send me emails and post on my account online requests for me to accept the cash buyout: online, the cash buyout was $426 - but then I got a letter from "Claims Resolution" offering a cash buyout of only $100 for the "washer-dryer!"). The reason I do not fully accept YET is that an email from First American today still says the new washer is a replacement for my "washer-dryer." NO, I have a claim with First American for a washer - and a separate claim for the dryer, which is still outstanding. (I guess it is necessary now to file a separate complaint with BBB to get that solved). So until First American explicitly states that the replacement washer settles a claim only for the washer, this is not a complete resolution. (This is not being "picky" given how many times First American has misstated or even denied facts that can be proven and has continued to do so for many months. So I respectfully request a clear statement that the replacement washer settles my claim for my washer only. Consumer Response /* (-5, 14, 2022/03/12) */ FIRST AM CREATES YET MORE PROBLEMS: At my insistence (since FirstAm has proven cannot be trusted), I required written confirmation that the replacement washer that after 7 months finally I am getting will include the washer, the hose needed, full installation, and haul away of old washer. I got this email: From: ************** Sent: Tuesday, March 1, 2022 8:18 AM To: ***************** Subject: First American Home Warranty Corp- ********* Good morning *********** I am reaching out to you in regards to your pending washer claim here with First American. It is my understanding that you are wanting to confirm that when accepting the washer replacement, it would include full installation, including hoses etc. I wanted to confirm those details with you. Yes, if you accept the washer replacement ************* from *****, it will include a necessary hose, that First American orders, and it will include the delivery, installation, and haul away of your old unit. I will say, there has been times, that for whatever reason, the 3rd party delivery team only drops off, and doesn't install. If that were to happen, First American would attempt to locate a vendor in our network to go out and install, or work with you to locate someone locally in your area to install the appliance. In case it has not been mentioned to you previously, you will want to make sure you review the unit specifications and confirm it will work in your space, prior to acceptance. Here is the unit in case you should need it: ********************************************************************************************************************* ************** Claims Analyst Claims Evaluations Department I told ************* I have serious medical (surgical lung biopsies) scheduled with pre-tests so do not order or let ***** know can't deliver after March 15 through month-end; she said ***** will call me to schedule and not to worry. Not trusting First American based on experience, I have spent two days to track down "the truth" and of course, have found First Am and ************** have set me up for major problems right when I will be in the middle of hospital procedures/at my weakest and helpless to do anything about it. Here's what I discovered - and have just emailed First American to FIX THIS before it goes very wrong: ****, in your emails to me, you confirmed that my replacement washer will include full installation with necessary hose and haul-away service - BUT you said: I will say, there has been times, that for whatever reason, the 3rd party delivery team only drops off, and doesn't install. If that were to happen, First American would attempt to locate a vendor in our network to go out and install, or work with you to locate someone locally in your area to install the appliance. I have been in contact with ***** - both management in the Appliance departments (two stores) and Customer Service, all of whom indicate that for the installation to include haul-away, it must be listed on the order with its own Service Item order. Currently my Order online has only two items (see below). If you do not add the item number for Haul Away, the ****** delivery/installers will not take away my old washer. In addition, you and I discussed that I after the middle of this coming week, I will be tied up in pre-testing for two surgical biopsy procedures on my lungs scheduled for March 21 and March 28. So it is important that the scheduling with ****** be clear that after March 16 - through March 31, I am not available (there may be some days that will be ok, but I will not know until I see how the recovery process goes). You told me to work it out when I get the phone call to schedule delivery. That information is just plain not accurate, ****. ****** has informed me that the way it works is this: an automated system will call me the night before the delivery - there is no call to "schedule" the delivery. ***** has advised me YOU as the buyer has to work with ***** to advise them of my scheduling issue. So since I cannot reach you by phone, bottom line: my health cannot be jeopardized by one more mistake by First American. I told you the situation. It is up to you to fix both of these issues. Either get this fixed or give me the order number so I can to it myself. This is not a joke - and the last thing I should be worrying about when I am facing these medical procedures is one more problem with First American. So please help get this corrected. IS FIRST AMERICAN EITHER SO INCOMPETENT OR SO CALLOUS AND UNCARING AS TO SET UP A SITUATION IN WHICH I AM ON AN OPERATING TABLE UNCONSCIOUS WHEN ***** DROPS OFF THE WASHER OR SHOWS UP AT MY DOOR WHEN I HAVE JUST BEEN THROUGH A PROCEDURE CUTTING TISSUE OUT OF ONE LUNG, THEN THE OTHER AND INSTALLERS ARE HERE INSISTING ON DELIVERING A NEW WASHER AND LEAVING THE OLD ONE IN MY GARAGE BECAUSE **** ********* FAILED TO LIST "HAUL AWAY' ON THE ***** ORDER? IS THAT ONE MORE TIME HOW FIRST AMERICAN TREATS ITS CUSTOMERS? I HAVE TRIED TO CALL FIRST AMERICAN, BUT OF COURSE, THE SYSTEM IS SET UP SO THAT I CANNOT GET THROUGH BASED ON THE SYSTEM RECOGNIZING MY PHONE NUMBER AND NOT PUTTING THE CALLTHROUGH TO ANYONE. I AM BLOCKED. FIRST AMERICAN DEMONSTARATES TIME AND AGAIN A FAILURE NOT ONLY TO PERFORM BUT ALSO TO RESPECT ITS CUSTOMERS IN ANY WAY. BBB PLEASE HELP CORRECT THIS BEFORE I HAVE TO GO INTO THE SURGICAL SUITE. Business Response /* (4000, 15, 2022/03/18) */ First American Home Warranty Corp's (First American) records indicate the consumer had a concern about both the haul away and rescheduling delivery if needed. To date, both concerns have been addressed. The consumer was advised that information received from a local retail store will not reflect First American's corporate account coverages, or processes. It has been confirmed and the consumer has been notified, that haul away is covered on all purchase orders. It has also been confirmed that ****** will always advise of the first available delivery date. At that time, if the consumer cannot make themselves available for the delivery, they have the option to call the local store that will be delivering, and reschedule. This information has been provided to the consumer. First American considers this claim pending the delivery and install of the clothes washer. Consumer Response /* (4200, 17, 2022/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) As delivery is pending, will respond once delivery, installation, and haul away have been completed. Unfortunately, the excessive delays (this claim has taken more than six months to resolve) have now resulted in my having to wait until two hospital procedures are performed which will take me at least until the end of March. Also, as a result of the still malfunctioning washer, on Sunday the 13th, the washer failed to drain with a load of towels, bedding, blanket that had to be washed before my hospital "event." I was forced to spend the entire day dragging the water laden items back and forth between my garage where the washer is located and (closet) guest bath room, trying over and over again to wring out the water from those items. I had to repeat the process until finally the dryer would "accept" the items (when loaded with water, the dryer would not even begin to turn on; items too heavy). In the process, my neck and back spinal issues that have not been triggered for 10 years got damaged, resulting now in major spinal issues, migraines that have persisted all week, nonstop pain, and sleepless nights. This unconscionable delay in acting on the washer issue has damaged my health. And note that the separate dryer claim still remains open and unresolved.

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First American Home Warranty not wanting to replace item with same dimensions and brand as original gas wall unit.

  

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/03/02) */ Per the contract, when offering replacements, dimensions and brand are not covered. The consumer can refer to the home warranty contract, under Limits of Liability, Number 9, which states: "Conpany will replace with equipment of similar features, efficiency and capacity but is not responsible for matching brand, dimensions or color." If the consumer wishes to not accept the replacement, a cash payment in lieu for the amount of $805.80 will be provided. The consumer can refer to the home warranty contract, under Limits of Liability, Number 14 which states: "Contract holder and Company may agree on payment of cash in lieu of repair or replacement. Payment is made based on Company's negotiated rates with its suppliers, which may be less than retail"

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my home December 15 2021. The home inspector stated that the HVAC system needed to be inspected and serviced. I paid the 85.00 service fee at closing. The heating unit worked for a short while after moving in the home and then started making strange noises. On Feb 1st I put in a request for service and inspection and did not get a response. No email no contact. I was not familiar with how the process worked. The sounds progressed to squealing and then On Feb 12 after returning home from out of town the system made the noise of an engine slowly stopping and completely quit. I called multiple times spoke to several reps and was told the original request for service had been canceled - not sure why. I spent multiple hours trying to schedule a tech visit and then took off work and at 2:30 pm was advised the technician assigned had cancelled my visit saying he was 45 minutes away. After hours and phone calls and contacting real estate agent who purchased the plan on my behalf the tech showed up last Friday He Turned on the unit and it came on. He spent maybe 20 minutes here and said it was filthy and needed to be serviced and that was preventive maintenance not covered by my plan and left. I have been living in a bedroom with a space heater for the last 10 days and can not get a response from the company. It is impossible to get through the phone system to speak to anyone. You are instructed to place order online. The following is a record of one day of trying to get resolution. Their scheduling is between 8am to 5pm. With no definite time given. Instructions are given that you must answer the phone when they call or your visit will be canceled. I explained to multiple people that I am an RN I wake people after surgery I am unable to answer the phone but can check text messages. I was assured this was possible but did not happen. The process is ridiculous. It makes it impossible to be available because of how inflexible they are.

  

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/03/02) */ First American Home Warranty's Corps (First American) records indicate the consumer placed a claim on February 13, 2022, for their heating system fan not turning on/off. First American dispatched an independent contractor SHIP, Inc. (HVAC) to diagnose the failure. On February 18, 2021, SHIP, Inc reported the system was in need of routine maintenance. The electric furnace, evaporative coil and blower motor were all dirty. This home warranty Contract does not cover for routine maintenance, the consumer may reference this in their Contract, under the limits of liability section, number 13. This is something that would need to take place outside of the warranty on a retail basis. Once this has been completed, First American can request for the contractor to return, and further access. First American considers this claim closed. Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had a local HVAC company come to my home to get an estimate for a tune up and cleaning. The HVAC company arrived and assessed the Heating unit he agreed it needs cleaning but that was not the problem. The problem is that the motor is shot and not working. He said had the tech bothered to check the motor he would have known that. He also said he would write an estimate and information to support his findings to First American Home Warranty. The information regarding my first request was incorrect. My first request was February 1st but that was removed from my file for some reason. I have requested a full refund of the annual premium and I will never recommend this company to anyone! They are rigid with scheduling and use poor quality companies to do the service. I have been without heat since Feb 12 the 12 because of an incompetent technician and an apathetic company. I did not choose this company it was chosen for me by the real estate company. I am paying 500.00 becuase I dont want to deal with this company again. Business Response /* (4000, 9, 2022/03/10) */ First American Home Warranty Corp (First American) does have record of the HVAC Tune-Up claim being placed on February 1, 2022, and then cancelled. This new claim XXXXXXXXX was created February 13, 2022, in which a contractor was assigned to further diagnose. First American notified the consumer of the maintenance needed, in order to have that completed, prior to any further diagnosis on any mechanical failures. If the consumer wishes to provide the outside estimate for First American's review, the business would be more than happy to review. First American's records also indicate we have received the consumers request to cancel as of March 1, 2022. That request has been processed, and the consumer will be contacted by cancellation support via email in regards to their cancellation request and refund. The consumer can reference additional information in regards to the cancellation process via their Contract, last page, under the Cancellation section. First American does consider any and all claims closed, as well as Contract cancelled.

*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. ↩