Review Time
Worse customer service from
the contractor that fixed our dishwasher! I don’t understand why First American Home warranty would recommend this company when most of the reviews were indicating they were terrible!!
I have paid First American Warranty for over 20 years for three different homes. I believe that this would total up to over $75,000 in annual fees. This month, the third-party contractor completely shattered and broke the icemaker that they were there to fix and repair.
No one at First american warranty has owned this and taken responsibility. We have spoken to them at least 5 times about the broken icemaker. They refuse to fix it or take responsibility that their third Party contractor broke it further instead of repairing it. First American Warranty is refusing to replace the broken item that their third-party contractor broke. How did they break it? The ice was frozen all around the icemaker bucket and instead of waiting for it to melt, they yanked it out, bent all the metal and broke the bucket itself so far First American has taken zero action to fix this. Shouldn’t they be looking at the fact that I have spent over $100,000 on their services in two decades with three primary and rental properties as a reason to fix a simple repair that they warranty in the annual contract? We have been a two decade Customer to First american and this is the type of service that you get in 2026?! Unbelievable. Time to switch to Old Republic!! This has been over 10 days with no resolution by First American Warranty.
We have had decent success with getting service providers out. Usually within 2-3 weeks.
HOWEVER
We have not been able to set up an online account with them (going on 8 months now), which is causing major problems.
We have opened several tickets on the matter (recent ticket #315221441) and have received the same response each time - "A ticket has been opened and has gone to management. You will receive a new activation email in 24-48 hours"
We have never received that email, then when we call back, it's a whole new (but same) process, with the same response. 8 months. I asked if they could see all of the other tickets and they said yes, but they can't research them, only management can. The catch? "Management does not have a phone."
So while I am not blaming the customer service agent, I am saying that going 8 months without being able to get an online account set up is wild. Now we have a confirmed, broken washer, and they have listed options for replacement, but I can't see what our replacement options are w/o logging into my online account, which doesn't exist because I can't set it up.
@management, can you see these reviews? Can you give me a call? Can you have IT call me?
I got a response to my complaint, but now I can’t reach anyone for calls, return messages, or email replies. I need clarification on some of the terms they suggested, leaving this frustrating situation unresolved. There’s complete silence on their part.
I have been with this company for years, and initially, everything seemed fine. However, I urge you to steer clear of them as they are deceptive! I paid for a dryer service, and the technician forged my signature, claiming the job was complete. After a dispute, I had to reschedule, and it took nearly 3.5 weeks for them to return. Now, over a month later, the dryer is broken again, and since it's past 30 days, I have to pay again. The support team just keeps saying they can't help, even after I asked them to send someone else. Instead, they charged my card again and called the same technicians! I highly recommend looking for another service unless you enjoy hearing apologies while they take your money.
I submitted a claim with a home warranty service, and it has been open for nearly two months. Initially, a repair service was sent to my home three times. The first technician assessed my dishwasher and indicated he would return. Afterward, the repair service informed me they would come in two weeks to install the dishwasher panel. However, the technician removed my panel without my consent and left, stating they would rebuild it. I contacted the warranty service to express my concerns. Eventually, the repair service returned 22 and a half weeks later to install the rebuilt panel, but they put in a damaged one that was burnt, scratched, and covered in fingerprints. Additionally, the plastic covering over the knobs was wrinkled. I have made seven calls to the home warranty service but have received no resolution, as I am often left on hold. My attempts to reach out to the repair service have resulted in arguments, with them refusing to take responsibility for resolving the issue. I am extremely frustrated and plan to file a complaint with the better business bureau and report this to the authorities, as my property was damaged and the insurance company has not taken any action.
My experience with this service was extremely frustrating; communication was a major issue as no one spoke English well enough to understand. They dispatched a team that was over an hour away. The representatives from the company kept calling, insisting on payment before they would come out to install. Despite my repeated explanations that I was waiting for a response from the support team, they became angry and decided to contact them directly. Ultimately, we chose to accept the payout amount because we were dissatisfied with the team they sent. We received a check for $700, which was supposedly the total cost for installing a new furnace.
After 6 business days I'm still waiting for a complete, " final approved" cash out offer for my dead 5 ton AC system. I first considered having the work done with their preferred contractor but the contractor sent me an FAHW " approved" contractor list of "excluded" items that totaled $2,725. I priced these items myself and the total cost came to $760.83 so I was apparently overcharged over $1,964. For example, their contractor wanted to charge me $400 for a hurricane strap that cost $6.75. Vibration pads that cost $33 at Home Depot for a 16 pack were billed at $200. They also included items such as an air handler stand ($395 billed, cost $47) that were not needed since reusing one in good condition is code compliant. When I sent this price gouging information to FAHW they completely ignored it they said they cannot control contractors prices. Why is FAHW siding with their contractor and not their customer, especially when they have tremendous business leverage their customer lacks? Doesn't price gouging from a FAHW contractor reflect poorly on FAHW? I attempted to appeal to the contractor but they said "our prices are non negotiable". Now the situation starts to make sense. The Cash Out Department appears to rely on inflated contractor costs on "excluded" items to dramatically reduce their Cash Out offer costs by the same amount since FAHW won't pay the contractor for "excluded" items. Instead the FAHW customer gets stuck with an overpriced "extras" bill they can't negotiate and FAHW won't negotiate on their behalf. In addition, most of these "excluded" items are excluded because they are considered "alterations" or "modifications" to comply with code which is clearly not the case. All of these "extras" items were all present in the current system that was being replaced and are required for continued safe operation (and 'existing' Code Compliance). They were not needed to comply with any "changes" in code that would require the installation of additional items that didn't exist with the replaced system. It's also impossible to talk to the Cash Out Department since they are strictly forbidden to speak to customers. After getting 3 competitive bids it cost me $6,987 to replace my 5 Ton AC system while their " pending final approval" cash out offer was only $3,210.80 (55% less). Hopefully I'll have the opportunity to get them to cover any items that were already present on the replaced system, including all items that were required to comply with existing mechanical codes at the time of the replaced systems original installation. William Stephens, property zip: 33149
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