First American Home Warranty

Like most complaints with this company if I could give 0 stars I would. This place uses sub standard contractors to get the result they want and allow these scam contractors to overcharge for so called not covered modifications. In my case its a company called Air Repair. I have an open service request for a hvac service in which my unit is 24 years old using phased out R22 freon. Which has a leaking evaporator. Per their website under homeowner/thephasedoutr22 if you purchased the extra coverage for air conditioning if a phased R22 they will "Repair and Replace: If your system needs repairs, we’ll cover the cost of converting it to use an approved, more environmentally friendly refrigerant. If the system must be replaced with a new system, we’ll cover that, too*. Without a home warranty, this could cost many thousands of dollars." But they will not honor this even though this is what I was told to sell this extra coverage. They want to charge me $2100 on top of the $95 service fee just to replace an outdated evaporator and offered me a $703 payout. Air Repair is trying to charge me ridiculous prices for unneeded parts including parts that are less than 3 years old "ER DRAIN PAN $400
FLOAT SWITCH $250
2ND FLOAT $225"
All above less than 3 years old
"COPPER $375
DUCT $400
DRAIN MOD $300
ARMOUR FLEX $150" all unnecessary. I have an flat/slab evaporator cased with no modifications needed. I had a claims resolution FAHW Rep Oscar Cruz agree to change all parts to current code but now he did a disappearing act. I keep emailing and send secure messages thru their website to no avail. By the way, the R410 replacement phased out Jan 01 2025. But they way, they want to bandaid instead of replacing evap and condensing unit like they should due to leaks and outdated out of code parts.

Reginald/Carolyn Cook
Work order# 620966998
Claim# 314469263

First American is a joke. My hvac system went out and they sent a service guy out. The guy said the motor was out and they needed to wait for the part. I waited several days with no update. Had to continually reach out to them. I then got completely fed up and asked for the cash out. I have now been dealing with receiving my money. This has been a horrible on going process as well. They stated they were going to give me a certain amount. I never received this check and called to let them know. They stated they would stop payment and issue me a new check. I then never received the other check. Called on Friday to let them know I never received that check either. They let me know the person I dealt with never asked for the check to be reissued. I now received an email today from them stating I will be getting about 55-60% less on my check than they originally stated. This is all a joke and horrible service. Don’t ever deal with First American home warranty.

On top of everything else the service guy they sent out to begin with stated a needed a new motor that was under manufacture warranty. Once I had someone else come out they put in the new motor and that wasn’t the issue. It ended up being the electrical panel.

The helpful agent who worked with the plumber Joshua Lydon from All American Plumbing & Drain company to do the repairs and made everything work beautifully.

If I could give this company zero stars, I absolutely would. We did some research before signing up, and honestly, every one of these types of companies has bad reviews. So, I took it with a grain of salt, assuming most people only post complaints and rarely give positive feedback where it’s due. However, after paying for a few months, I noticed something concerning last Sunday: my heat pump had ICE on it. It was still running, but that’s clearly not normal.

To make matters worse, the company’s name is First American Home Warranty, but good luck understanding anyone except the salespeople when you call. I had to strain to hear them, ask them to slow down, and often to repeat themselves. I felt awful, but I had to request a different representative at one point because I literally couldn’t understand a word she was saying.

I made an online claim, and the next day, a company reached out leaving a voicemail. They said only work from 8 AM to 1 PM. I called them back, and got no answer. I left a message, thinking they would return the call, but they never did. I tried calling several more times throughout the week, only to go straight to voicemail. Eventually, our heat pump completely stopped working, and our house was freezing.

After about day three I called First American and they said there were only five contractors in my area, but none of them were responding. I asked what we were supposed to do, and they told me, "You’ll just have to wait." Yesterday when I called again because we are now approaching a week, they told me we could get reimbursed for buying space heaters, but they promised they’d call this morning with more details—and, of course, no call came.

I’ve just been on the phone with nearly every number I could find within First American Home Warranty, and the best they could offer because I’m locked into a year-long contract is $50 for a space heater to keep my 2,000 sq ft house warm (with four kids), since they don’t know how long this will take. I then called to cancel my membership after being told they won’t let me hire my own contractor. Then, I read the contract they sent me, which states:

“If the Company is unable to locate a Service Provider to service your claim, the Company may request that you contact an out-of-network provider directly to obtain service.”

There are several conditions outlined, including the requirement for approval before any work is done, and the out-of-network provider must be licensed and insured. Additionally, once they give you an estimate you then have to submit that for approval so who knows how long that will take, Oh, and you'll have to pay upfront for the repairs and get reimbursed later.

After reading this part of the contract, they suddenly agreed to let me hire my own contractor—but they need two business days to approve it (I'm assuming that just gives them more time to keep calling their contractors). It’s Friday, so I’m assuming we won’t get approval until Tuesday. Then, we’ll need to find a company, schedule the service, and get it approved.

Honestly, this whole experience has been a nightmare. Save yourself the stress and avoid this company—it’s a total scam.

Terrible service from First American Home Warranty – They don’t deliver what they promise

My experience with First American Home Warranty has been frustrating and disappointing. When I really needed their service for an issue with my refrigerator, they left me waiting for weeks without sending a technician. In the end, I had to find and pay for one myself just to get a diagnosis. The technician recommended replacing the fridge, but instead of taking care of it, the company just made excuses and forced me to find another technician on my own, wasting even more of my time.

This warranty was supposed to cover the technician’s visit and management, but in reality, I had to do everything myself. I was left without a refrigerator for over a month, and their only solution was to offer me $500, which was about the same amount I had already invested in this warranty—not to mention the extra money I paid to the technician I hired.

In the end, I had to cover the difference and buy a new refrigerator on my own, completely forgetting about this company’s so-called "service." To make things worse, they even wanted me to send them the receipt for the new refrigerator, when in reality, their help was practically nonexistent. If I hadn’t taken action myself, who knows how much longer I would have been without a fridge.

I do not recommend First American Home Warranty to anyone. They do not deliver what they promise and are just a waste of time.

Very professional and classy. Had the paciente to go over the policy and to explain all details.

Responded quickly, professional, fixed quickly and properly.

Swift scheduling and professional service. Warranty has paid for itself!

My request for service was handled promptly and efficiently.

Completely disappointed with the warranty. I’ve been a loyal customer with them for over 7 years. Minor claims they paid out in total of 500 max vs the over 6,000 I paid to them. I just called them yesterday to file a claim for my furnace not working and no heat with temps at below 0. It was an emergency and they informed me the first time I was able to bring a local third party company to fix the issue and submit the bill. Fast forward after the company came and we called to submit the invoice, they gave me the runaround and said they don’t take companies who are not within their requests. I explained the representative told me other and I have been getting nothing but rude representatives. I said this was an emergency since I have 3 young babies and o can’t have them freeze. They said their emergency time frame is 24/48 hours. I was in complete shock.
What bothers me the most is I’m a real estate agent who referred all of my closing clients (12 plus a year) to sign up with them with no referral fee since they were that good in the past. But here I’m fighting left and right about this which is a simple solution. Just canceled my second home I have with them and planning to cancel my current home if they don’t resolve this. I will also make sure to reach out to all my clients who signed up and explain the situation and have the over 50 clients who signed up. Very very disappointed. I’ve been nothing but loyal for 7 years with bare minimum claims.