First American Home Warranty Review

Rick, Thank you for taking a moment to share your feedback with us. Our records indicate that you placed a claim for the refrigerator unit water dispenser not working properly on October 28, 2024. We dispatched independent contractor, A Go Home Appliance, who confirmed a mutually convenient service appointment date for October 30, 2024. A Go Home Appliance reported to us that at the time of service, the water dispenser was not working due to the unit temperature setting being set below the recommended setting, causing ice buildup. The technician adjusted the temperature setting and completed a full diagnosis of the unit to determine if there were any further failures occurring; no further failures were found and as such, no repairs were needed. We were not contacted by you again regarding alleged damages to the unit sustained by A Go Home Appliance until November 22, 2024; on this day, we dispatched A Go Home Appliance to return for further diagnosis. On December 2, 2024, you advised us that you did not wish for A Go Home Appliance to return to your home for this additional diagnosis of the unit. On December 5, 2024, we contacted you directly to advise that First American was authorizing you to locate and hire a licensed and bonded contractor to obtain a diagnosis as First American was unable to confirm service in a timely manner for you. Please be advised that the contractors sent out by us are independent service providers and are expected to carry proper licensing and insurance. Per your concern that contractor, A Go Home Appliance subcontracted this work order, you have indicated that you have an invoice received from Top Skill, Inc.; please forward this information to us as First American has confirmed with A Go Home Appliance that the work was not subcontracted. Regarding monitoring and recording calls, certain departments are not recorded, which includes the Claims Evaluation Department, however if calls are recorded you would be advised of this at the beginning of the call. It is our goal to provide our customers with a successful resolution, and we will share your comments with our team to ensure our quality of service meets our customers’ expectations. We hope the next time you may need us, you will give us another chance to meet your needs.

Larry, Thank you for taking a moment to share your feedback with us. If you can please send us the written diagnosis and invoice from the licensed plumber that completed the repair, we can certainly review reimbursement with our team. The repairs do need to be completed by a licensed plumber to receive reimbursement. We hope the next time you may need us, you will give us another chance to meet your needs.

Arthur, Thank you for sharing this feedback with us. We certainly do our best to ensure overall satisfaction for our customers and are disappointed that we did not meet expectations. We hope the next time you may need us, you will give us another chance to meet your needs.

Thank you for your review. We are sorry to hear that you were experiencing these issues. We try to work closely with our partners to ensure claims are handled promptly. We would like to look further into this for you but was unable to locate a claim with only the information provided. Can you please provide us with the claim number or reach out to us directly and we can assist.

Greg, Thank you for your comments. We apologize for any inconvenience you may have experienced during your claim. Our records indicate that you placed a claim on September 15, 2024, for the garage door opener not working properly. We dispatched independent contractor, #1 Garage Door LLC (#1 Garage Door), to diagnose the failure. On September 16, 2024, you contacted us to request soonest available service as the cable of the garage door opener had failed. We advised you that per your home warranty contract, cables are not covered. At this time, you requested to cancel your claim and home warranty contract with First American. We honored your request, cancelled your claim and reimbursed the service call fee for this claim in the amount of $85.00.

TomK, We do apologize that this took longer than anticipated. We have a process when evaluating and determining an outcome for our customers, and do our best to keep this process moving forward until resolved. We would like to look further into this for you but was unable to locate a claim with the name provided. Can you please provide us with the claim number or reach out to us directly and we can assist.

Robert, Thank you for this feedback. We would like to apologize for any inconveniences you have experienced during the handling of you clothes washer claim. Our records indicate the consumer placed a claim for your clothes washer leaking water. We dispatched an independent contractor, Proper Appliance Repair who reported the clothes washer needed maintenance. Upon review, the soap dispenser was leaking water because it was clogged and the door boot was moldy. Please be advised, we does not cover maintenance. Please do not hesitate to reach out should you have additional questions on this.

Vikram, We would like to apologize for any inconvenience you may have experienced during the handling of your claim. According to our records you placed a claim on July 5, 2024, for your dishwasher not working properly. First American dispatched independent contractor, Astro Appliance Inc who completed multiple dishwasher repairs although the repairs did not hold therefore First American agreed to replace your dishwasher. Our records indicate you declined the replacement offer and accepted the cash payment in lieu of the dishwasher replacement in the amount of $573.37 which was mailed to your property address. We look forward to being there for you, should you ever need us again.

Selim, Thank you for taking the time to share your detailed experience. We certainly do our best to ensure overall satisfaction for our customers and are sorry that your claim had a delay. We show that it was reported the ice maker was working at the time and the ice bin was able to hold the ice. As you mentioned the claim was further denied due to insulation not being covered under your policy. We hope the next time you may need us, you will give us another chance to meet your needs.

Mikeya, Thank you for letting us know about your experience. We do apologize that this is taking longer than anticipated. We have a process when evaluating and determining an outcome for our customers, and do our best to keep this process moving forward until resolved. We see that your claim has been escalated and our team is working toward a resolution. We look forward to having this resolved for you as soon as possible.