Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have American Home *******. Had a service for water coming up from floor in kitchen. Plumber came cant fix, make appt for leak detection and fix problem. Made appt for the following Monday, now cancelled appt after it being confirmed on Friday. I now have water damage on my floor from water for 6 days.

  Business response

  12/30/2024

  We serviced this customer through there warranty company ********************. Our tech came out and determined they had a slab leak. We called the report into the warranty company. warranty only covered a very small portion of the repair.  We do not do leak detection, only the repair. When explaining to the customer that we could get a leak detection to her on Monday and we would then get report form leak detection and complete repair she did NOT agree to the appt because she stated that she wanted the leak detection and repair done by same company on the same day. Once customer refused to proceed the way we were offering, then it was her obligation to hire a company who could do all in one as she wanted 

  Customer response

  12/30/2024

  They cancelled the appointment I had on Monday, not me.

  Customer response

  12/30/2024

  Date Sent: 12/30/2024 2:11:08 PM
  They cancelled the appointment I had on Monday, not me.

  Business response

  12/30/2024

  There was no appointment scheduled for Monday. If was offered for leak detection but customer insisted on leak detection and repair done in same day which we informed her we do not do

  Customer response

  12/31/2024

   
  Complaint: 22660836
  
  I am rejecting this response because: they are simply lying.  They cancelled my Monday appointment because of payment that they never asked me for.  I did not expect it all to be done in 1 day
  
  Sincerely,
  
  ******* ***** Fave

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first time I submitted a claim with First American Home Warranty they assigned me AZ Remodeling and Plumbing. They were supposed to get to the appointment but they never showed up or notified. I called First American and got another appointment. The technician looked at my garbage disposal and said he will put a request for replacement, but he never told me that he is going to get my claim denied by lying that I poured paint down the disposal. I did not do such a thing. I sprayed painted the rim in white but there was no paint inside the disposal. After his submission my claim was denied by **************. They asked me to submit pictures that show the interior of the disposal. I submitted pictures showing NO paint inside whatsoever. When I called back First American they ignored the evidence. The AZ REMODELING technician basically frauded me. I paid $ 85 for the service fee to be scammed. This is absolutely OUTRAGEOUS.

  Business response

  12/17/2024

  We are a third party company that was was called out to diagnose a garbage disposal that was not working properly. Part of the diagnosing process that the warranty requires is pictures. I have attached the picture taken by the technician showing the paint that the customer is referring to. We do not deny anything, as mentioned we are third party for this insurance company. We submit what they ask for and then it is up to the insurance company to cover or to deny. Of coarse we would like all claims to be covered as we don't make money on denied claims.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  DO NOT USE THIS COMPANY. I filed a claim with First American Home Warranty to address a backed up toilet/plumbing line. The service technician came out and literally flooded my entire house. He ran a hose down the drain pipe to try to unclog the blockage, flooded the entire bathroom, and the water went out in to the kitchen and flooded through the kitchen sink destroying my whole kitchen and all of the floors in my house. He cleaned up some of the water, told me he couldnt fix it, and left. I am going to have to replace all of my floors, remodel my bathroom, and my kitchen. I spoke with the contact at the companies head quarters who told me that they submitted their report back to American Home Warranty and that the house was already flooded when they got here. I have multiple videos of the flood happening while the technician was here, and the damage that was incurred. Do not ever use this company for any reason, and if they are assigned to you through First American, Run. This company has an F rating on the BBB, it is amazing they are even legally able to be in business.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Applied to American Home Shield for repair of leaky faucets. One was replaces and the second was disassembled and torn apart. We were without water for ************************************************************************************* the process they damaged the electrical service and fused wires causing and electrical short. I was expecting them to return and finish the job when they informed me 4 guys later that the American Home Shield did not cover the outside faucets and the the work was diagnostics only. I spoke with them and uploaded the damage pictures. They offered to repair if we paid for it.

  Business response

  05/31/2024

  Good evening!

    I am sorry for any inconvience this may have caused you. Though we can not repair the shower that is not being covered by your warranty company, we are happy to talk to you and determin if there was any thing our tech did that needs to be repaired. I called you and left a VM for you to call me back. I am looking forward to hearing form you so we can resolve this matter. Thank you kindly 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  So I contacted the American home show about my hot water heater and I paid my deductible. They sent the company AZ. ************************************************** They were scheduled to come Monday between ********* of 8am to 3 pm. Not only did they not show up. They rescheduled 2 minutes before appointment. Time for the next day at 3pm only to show up at 4:15 pm. The gentleman came had no company vehicle, no. Logo of the company. Answer my garage at 4:15 exiting The garage at 4:17 and within that 2 minute he was in my garage. He told me that my hot water tank needed to be replaced. He did not do any testing no. Nothing left my home the next day We get a quote from them telling us that we need $945 for parts of American home shield only. It covers the labor and the hot water tank replacement. They're charging a $185 for a drained Pan mode. A. T and P drain mod $212. Dielectric union mode $222, pipe mode $326 Now I'm not an expert, but I know all of these parts are not $900 plus dollars its roughly about $200 total for parts. This company is a joke and that they actually think that people should pay. This is ridiculous. They are trying to scam people out of their money. And when I call to address the issue, the young lady and the young man hung up in my face when I told them the actual prices of the parts because. I researched it. This issue needs to be addressed immediately. Because this is a classic case of price gouging.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was dispatched to my home via AHS to repair my disposal. The man was there less than 7 minutes and tells my son I need to have an outlet installed and he will come back to replace the garbage disposal. The disposal was hardwired when it was reinstalled 3 years ago and does not to be changed. Two plumbing companies have told me that it does not need an outlet. This is a scam from this company, they were at my home last year and the same thing there 5 minutes and say they cant fix the clog as they don't go on the roof. Each time they collect their $100 fee from AHS who then in turn will not refund as the services have been rendered.

  Business response

  03/29/2024

  Lets start with the Garbage disposal. We have contacted the county permit department and in your county we can install the garbage disposal hardwired. We have reached out to your warranty company to see if htey would liek us to install it. We are awaiting there response.

  With the stoppage form last year, It was a main line stoppage and our company would clear that from the roof vent. Your warranty company that hired us to go to your residancde did not cover the job. We have nothing to do with making that decision. 

  I am not sure what the refunded amount that you are requestion is for as you di dnot pay us any money at all. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** plumbing charged us $495 for a line modification which was not modified, nor did it need modification. I sent Az plumbing the message below. When I call the number on the receipt there is NO answer Your charge of $495.00 was illegal and corrupt. No lines had to be modified! Even per Your currently employed AZ technicians ! Our lines are barely 3 years old and meet all current codes, and were installed by a warranty plumber Yet, you made us pay $495 and even your technicians stated there was no need for modification. I am stunned at your awful practices, stealing $495 from a sick elderly man and leaving him without hot water since February 26, 2024.Send our money back today! Let me know when you have completed the refund so I May confirm receipt from our financial institute.Your technicians stated No lines needed modifications and thus only the Hot water tankless was installed, fully covered. You owe us $495 and We want it back Today!! You should apologize and make amends!If we are not compensated fairly for this I will post on all social media sites, file grievances with all local, state and government agencies both for unfair, illegal, dishonest and corrupt practices, along with elderly abuse.Conduct yourself accordingly.Regards,****** & ***************************** *************************************************************** ********************* ************

  Business response

  04/25/2024

  we reviewed you case and after talking with the technician, he informed us that he was able to complete your replacement without having to do the modifications to the line. we refunded your original form of payment a while back on MArch 19th 

  AZ ********************************************* INC
  
  AZ ********************************************* INC Date: 03/19/2024 09:41:29 AM CREDIT **** RETURN
  DISCOVER **** NUMBER: **9764 K
  TOTAL AMOUNT: $495.00
  APPROVAL CD: 01918Q RECORD #: 000 CLERK ID: ****** CUST CODE: 1
  X____
  I AGREE TO PAY THE ABOVE TOTAL AMOUNT
  ACCORDING TO THE **** ISSUER AGREEMENT
  (MERCHANT AGREEMENT IF CREDIT VOUCHER)
  Thank you! Merchant Copy
  By ********************;on 03/19/2024 @ 9:53am

   

   

  Customer response

  04/26/2024

   
  Complaint: 21450101
  
  I am rejecting this response because:

  When I asked WHY new lines would be required, I was told via phone and email, that This is their policy, they ALWAYS replace the lines. I know that if I had not filed the grievance and sought help from outside sources this Company would bot have provided a refund. This business is forcing MANY to pay for lines that are not required, illegal and immoral business practices. I am still pursuing  further action. They need to be removed as a vendor from all Home Warranty companies.
  Sincerely,
  
  ***************************

  Business response

  04/29/2024

  We aplogise for any frustrations this error may have cauased you.We have looked into your case and remmedied it very quickly .  Now you are assuming things and making some pretty strong accusations against our company.  This is called slander and it is actulally illegal. BBB we ask that this be removed immediatly. 

  Customer response

  04/29/2024

   
  Complaint: 21450101
  
  I am rejecting this response because:
  All reasons I previously submitted and you removed. I
  Sincerely,
  
  ***************************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were assigned AZ Remodeling & Plumbing by our home warranty company on December 22, 2023. They were unable to come out and assess our water heaters problem till December 27, 2023. When the technician finally arrived, 2 hours past our appointment window, he showed up in his personal vehicle. He looked at the heater and saw it was leaking water. He gave us a receipt that said needs to be replaced. He said our Home Warranty would cover the replacement. He left after 5 mins. We were then scheduled for ******* 5, 2023. Another 8 days with a water heater that was leaking water. We were then informed from our Home Warranty that we would have to pay $955 for additional items the replacement did not cover, that the technician said were needed to complete the job. $395 for Pipe modification $160 for ************ ******* $200 for ***&P Drain $200 for a Drain ****** Plumbing would not come out or assign an appointment until that fee was paid. They also only took certified check or Credit Card for payment via a form through email. I also had to send a copy of my license with the CC form. The form said they took Amex and then after sending my info via email they sent back saying they did not accept Amex. So I had to resend my CC info and they wanted my ID again. That was ridiculous. When the technician came for the replacement appointment he was again over an hour late from our appointment window. He came in his personal vehicle with no markings for the company. He switched out the water heater but did not hook it up the way it was originally. He stated that he was not given the tools to hook up the relief valve to the pipe to the outside of the house. So we had to pay for ***&P drain that we did not need because the work was not done properly. We also had to pay for the drain pan that is not needed if the relief valve is properly drained to the outside of the house. The technician was unable to take the old water heater away and left it in our garage. He also was unable to give us any paperwork on the Water Heater itself. He said he would come back the next day to pick it up. We then called our ********************* to inform them that the work was not completed. They contacted AZ to make sure they would come back out, again, to complete the work. The next day when the technician came back to pick up the water heater he was still unable to complete the remaining work. So we had to call AZ plumbing to schedule another appointment. That appointment was scheduled for ******* 13,****, another week away. On the 13th the appointment window came and went and no technician. He finally called almost 2 hours later. We had already left our home for the day. So we once again rescheduled for ******* 23, ****. During this time we had contacted the company asking for an itemized receipt for what we paid for. Neither technician was able to give us anything. We finally received a receipt via email that just had the payment total and nothing else. So we had to call yet again and ask for an itemized receipt. We also asked to speak with the manager each time we had to call AZ Plumbimg. Each time, they said they would send her, *****, a message asking her to call us. We have yet to receive a call from her. We have asked not less than 10 times to speak with a manager and still no response. A new technician did come out and complete the work on the water heater, but yet again had no paperwork on the unit. So I called again to ask for the paperwork and contacted our HW company and they sent an email requesting the paperwork. So now we have paid for a drain pan that is not needed and ***&P drain that is not even on the unit. When registering our water heater, I found that the unit comes with 2 *** electric *******. So we also have paid for two items that already came with the unit. We have never received a call from the manager regarding our issues that we have called about.

  Business response

  02/05/2024

  We were called out to this customers house buy his warranty company. the charges they had to pay to us were charges not covered bu his warranty company. We have laready refunded the customers credit card in the amount of $400 for the ** charge and the pan. 

  Customer response

  02/05/2024

   
  Complaint: 21245217
  
  I am rejecting this response because we havent received any monetary refund from the company as of 5 Jan 24.  If we receive a refund, we will reconsider our complaint.
  
  Sincerely,
  
  *******************************

  Business response

  02/07/2024

  TOTAL REFUND $400.00
  AZ ********************************************* INC
  ***********************************-6-244
  **********, ** 33496
  ************
  AZ ********************************************* INC Date: 02/05/2024 01:11:14 PM CREDIT **** RETURN
  VISA **** NUMBER: **7701 K
  TOTAL AMOUNT: $40.00
  APPROVAL CD: 03445D RECORD #: 000 CLERK ID: ****** CUST CODE: 2 SALES TAX: $0.00
  X____
  I AGREE TO PAY THE ABOVE TOTAL AMOUNT
  ACCORDING TO THE **** ISSUER AGREEMENT
  (MERCHANT AGREEMENT IF CREDIT VOUCHER)
  Thank you!
  AZ ********************************************* INC
  5030 ************* # G-6-244
  **********, ** 33496
  ************
  AZ ********************************************* INC Date: 02/05/2024 12:30:08 PM CREDIT **** RETURN
  VISA **** NUMBER: **7701 K
  TOTAL AMOUNT: $360.00
  APPROVAL CD: 00253D RECORD #: 000 CLERK ID: ****** CUST CODE: 2 SALES TAX: $0.00
  X____
  I AGREE TO PAY THE ABOVE TOTAL AMOUNT
  ACCORDING TO THE **** ISSUER AGREEMENT
  (MERCHANT AGREEMENT IF CREDIT VOUCHER)
  Thank you! Merchant Copy
  Informed **** to send ******* e mail about refunding the customer for the *** and the pan,,,,,, called ******* and she said she will check to see if she has the e mail from rose

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Using First American Home warranty I had a problem with a plumbing stoppage. AZ Plumbing and remodeling was contracted to come out and fix the issue. Upon arriving the tech attempted a word I use loosely, to get the stoppage out with a small hand snake. This area is monitored via camera and there was nothing tried but this small hand snake. I went out after **************************************** know he was going to have to write up that a bigger snake would be needed for the job with the correct attachment. I told him I was surprised he didnt have something bigger on his truck as a plumber, and that I was familiar with them as Id rented one for my clean out on my roof. At this point he said oh Ill just write up that we should use that clean out. To which I replied that that wouldnt be covered, which he knew.I asked him point blank if I hadnt said that what would his course of action been, and he said that hed request a bigger snake be brought to attempt the clean out.He assured me this would be his recommendation and when the report came back, he had wrote that the only way to fix was to go through the roof clean out.I called AZ to explain this and the person who answered said that this was the course of action for *any* customer and I said ok, what about houses with no sewer clean out on the roof, and he said that *all* houses have a sewer clean out on the roof which is laughably false.Bottom line, this business operates as a do as little as possible to get as much money as possible and it should be illegal. They know their contract in and out and attempt to wiggle their way out of normal business practice to absolve them of having to do work. Anything less than attempting with the proper tools from the clean out near the clog is unacceptable.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an active warranty with First American Home Warranty for my residence. On 11/10/2023, I contacted them regarding a running toilet, and they dispatched AZ Remodeling & Plumbing, Inc. to address the issue. Unfortunately, despite four visits since 11/13, there has been no resolution. The subsequent visits occurred on 11/28, 12/5/23, and 12/12/23. Though it initially appeared resolved during the third and fourth visits, the problem persisted within 15 to 30 minutes, indicating that the issue was not adequately fixed.On the scheduled fifth visit by First American on 12/14/23, I received a text message stating, "Please be advised that a service fee needs to be collected upon the arrival of a technician. If no service fee is collected, the technician will be unable to proceed with the job, and the insurance will charge homeowners for the trip fee. Also we don't accept cash, only cashiers check or money order." It's crucial to note that AZ Remodeling & Plumbing, Inc. works on behalf of First American and was hired and compensated by them. Their insistence on not showing up unless they receive payment via Cashier's Checks or Money Orders raises concerns and adds unnecessary complications for for me and my family. Additionally, they failed to mention the exact amount required.My next complaint to the BBB will address both First American's failure to resolve the running toilet problem and the concerning demand for payment methods directly from their contractor to attempt to fix the issue that has not been fixed after 4 tries.I hope for a prompt and satisfactory resolution to this matter.

  Business response

  01/03/2024

  We are a third party sent out by ***************************** warranty company. We attempted to repair the customers toilet once that was not successful the next step was to get authorised to replace the toilet. We were given the autorization needed by the warranty to replace the toilet with a builders grade toilet which the customer did not want. As far as the service fee goes, if the warranty in which we are hired by gives us a service fee to collect, then we are obligated to collect that fee form the customer. Our payment options are cashiers check, money order or *********** card . 

*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. ↩