Compare American Home Shield vs. First American Home Warranties

I was introduced to FAHW when I purchased my first home, I continued the service because I thought it was beneficial to help save if something breaks at my home (I’m not handy at all). Up until now I have been ok with the service except when it came to my HVAC system. I have complained about the HVAC at least two to three times before however because I did not know any better when contractors came and said it was fine I took their word. During those times I did not know I could call back in two weeks if the issue was not resolved. Fast forward to May 21, 2024 summer came a little early and we started to need the AC. I called because the house was not cooling down. A contractor (master tech) was sent out he was able to get the AC going but told me this was only a temporary because something was wrong with the condenser and some pipes. He reported his findings and on May 30th I received an email saying the work had been approved. We started experiencing heat waves and contractor had not returned so I reached back out to FAHW they were able to reach him and he returned to our home July 2nd. He was NOT able to fix the AC and the heat waves continued. So I started calling FAHW to see what was happening, they could not reach the contractor so another was assigned (peoples). I thought he was coming to fix the problem that was already approved but I was told he was there to diagnose the system (again). Since that time I have been calling to get an update because my children and I were melting due to the heat wave. I was told I could purchase ONE portable AC for our 3-bedroom house and would be reimbursed up to $150 in 7 to 10 business days (I just received the check yesterday). I was also told they had to reach out to the contractor about the findings. I called the next day and was told they had to request (and get approved) the parts the contractor had ordered. I called back the next day and was told they were waiting to hear back from the contractor. Between the heat and my frustration about getting the run around I kept calling. I finally decided I’d reach out to BBB and since then when I call FAHW my calls are sent to a voice mail. On July 17th I received an email saying they are reviewing the findings of the contractor and I should allow up to 3 business days for an update. As of today July 23rd (3 business days) I have not received an update. They have continued to draft my monthly payment, I have had to order out because it was too hot to cook, stay at my sister house a few times because again it was too hot in the house and I am sure my electricity bill will be a lot me due to the fact that we had ceiling fans and a portable AC running CONSTANTLY to try to keep the house under 80 degrees during the heat wave. I’m writing this in hopes that someone from FAHW will see this and send help.

Very disgruntled client…….. I fell on hard times…… called and set up arrangements to get caught up…. Your customer service agreed…. All we in to pay…..EARLY…. And was told my contract has been cancelled…. I’ve been with AHS over 10 years….. never late…… they even reviewed documentation where I was told that once I paid it be reinstated…. Only to be told that since it was canceled it was nothing to be done but to restart a new contract. Poor customer service…… had I been told at the time I called in… this wouldn’t be so disturbing. I have never made a complaint about anything but this is very disturbing….. I have made payment arrangements with different company’s….. and the honor them…. As long as you keep your end of the bargain up….. and I did?

This has been the worst experience. Unable to get an answer as to why they are not having the company they assigned to fix a built in oven/stove and microwave. We were told it was fixable and needed parts. The stove when you turn burner on all burners get hot. When you call to speak to someone you can not understand them and they are flippant. Waited 17 minutes to speak to a supervisor or someone who was understandable. We have been waiting for an answer/parts since May 24th. Oh and the counter gets hot when you use the oven/ stove. Do not use this company. What’s even better our contract expired 3 days ago and a salesperson named Gina wanted to renew the contract at almost double what the original cost of contract was. I am trying to find out who we can contact to get this resolved. This has been a nightmare. We also had to have a kitchen facet replaced that took 3 service calls the facet that was installed the first night when I got home and was cooking in kitchen the metal plate that is at the base of sink when I went to wipe the water off of it completely moved. The fixture had not been tightened. When I used the sprayer I was sprayed in face and chest. I’m not kidding. They had put in a fixture that didn’t fit properly for that sink. I researched the fixture could buy it on Amazon for $29.99. The plumber that came back out replaced with the correct type of fixture but said that the facet that was installed was what First American home warranty had sent them. So talk about screwing the consumer. What the HEL-!

We just received a new rate for 2024 which is higher. Our service fee also went up. We'll be shopping around to compare prices. Last year I received lower rates on a new contract. I've never been able to log into that contract to update my credit card. For service I've had to call rather than order online. I need some help.

We have used First American Home Warranty since we bought this house in 2004. It was included in the purchase the first year, then we continued to pay each year. Overall we e found it a good value. We've had one full a/c unit replaced and the evaporator coil on the other unit. We've had both water heaters replaced as well as two front load washers that could not be repaired and a dishwasher. We've also had minor plumbing and electrical problems repaired. The only claim we were denied was a lever on our built in oven that locks the door for the self cleaning oven to function. That was ok, we still can use the oven and manually clean it. However, it is important to understand that these repairs are not done immediately. It takes a day or more after the initial trouble call to schedule a repair person. Then after they evaluate the problem, they have to send a report to the warranty company to authorize parts and labor. For small things, that is pretty quick, usually on the initial service call. For big items there can be a wait of a week or more. On our latest a/c outage we're going on a week waiting for the compressor to be replaced. When I checked with the a/c contractor this morning, they advised that the part had been authorized but would not be available till next week from the supplier. So we're here in Houston in July with only the downstairs unit providing cooling. I did ask today if it was possible to get a "cash out" for the repair so I could go ahead and call another company to do the repair more quickly. I'm waiting on an answer on that. If you understand the rules and fine print, and you have the ability to wait for repairs, a home warranty can work out in the long run. If you don't have patience and need your a/c in July or heat in the winter, saving that annual payment into a repair account might be a better idea.

The worst!!! If you call to place a claim or get info plan to be on hold for at least 1 hour. There is nothing in there website for comments. Their contractors ask you to sign a release if liability before they even service you so if they break something they do not want to be held responsible. Not worth the aggravation.

Our hot water heater leaked and the contractor responded quickly and repaired the problem. He also recommended the Dry Wall Service that we would need to dry the walls surrounding the water heater. We were pleased with the time it took to restore everything to normal. The contractors were very polite, efficient and punctual. They did a marvelous job of cleaning up when they were finished.

It was 20degres,was very cold my heather fan went out,I call Home shield,in 20min.i receive a call from a vendor in less of 2 Hrs.a Tech show up,he adjust the Fan to work until he pick up the new part,he return the next day first thing in the morning,and install the New a Fan,the Tech was very resourful,he was well,presented,left the area very clean on both times he work on my Unit.imwas very please,with the customer service,they understud my problem and act very fast,looking for a Contractor that was available .